SCHAPPIT LTD

ImproveWell

ImproveWell is an award-winning real-time feedback solution for continuous improvement and everyday innovation in healthcare from Silicon Practice. Giving everyone a voice, harnessing the intelligence of the healthcare workforce and wider stakeholders, ImproveWell helps your organisation to improve staff experience and the quality of patient care from the ground up.

Features

• Multi-platform app (Android, iOS, web) and web data dashboard
• Share quality improvement ideas, monitor their progress and implementation
• Track workforce sentiment and detect trends, shifts or cycles
• Unlimited, customisable surveys with multiple answer types and features
• Expand access to expert patients, partner organisations and more
• Targeted push notifications and user prompts
• Run multiple projects, tailored to team themes and objectives
• Chat with users to refine improvement suggestions and collaborate
• Complete the feedback loop; publish improvement reports, encourage voting
• Intelligent data dashboard featuring charts, instant reporting and exports

Benefits

• Quality improvement for all: harness frontline innovation and insight
• Improve patient experience, service delivery and reduce errors
• Staff wellbeing and morale: support a happier, motivated workforce
• Increase workforce satisfaction, reduce absenteeism and staff turnover
• Operational efficiencies: optimal use of scarce resources
• Increase throughput, reduce duplication and waste, optimise time per activity
• Cost efficiencies: improve financial performance
• Give staff and stakeholders a voice 24/7
• Break down barriers, promote inclusion and increase visibility
• Estimated single standard deviation improvement on NHS staff survey scores

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at enquiries@siliconpractice.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

880993131493333

Contact

Carl Nancollas
01793710500
enquiries@siliconpractice.co.uk

About your service

• Service categories:

  Applications

  Collaborative

  • Enterprise community
  • Team collaboration
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: None
• System requirements:
  • Access to a web browser (customer administrators, group/organisational leads)
  • Access to a smartphone device or web browser (frontline users)

User support

• Email or online ticketing support: Yes
• Support response times: We provide customer support Monday to Friday, 08:00–17:00, excluding Bank Holidays. All support requests receive an initial response within one working day.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: On a complimentary basis, we provide: 1) onboarding support with tailored deployment materials; 2) detailed weekly reporting during initial roll-out phase; 3) one hour per month of training, presentations and webinars; and 4) an annual impact review. The ImproveWell platform also has a comprehensive online resources centre with educational materials.; ; We provide more extensive support to organisations including additional training sessions, presentations, webinars and tailored reporting to support business intelligence teams. All services include a 30-minute planning call to discuss objectives and requirements. These services include: 5) Online web conference 1hr: £150; 6) Half day workshop: £550; and 7) Full day workshop: £950.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide customers with a short onboarding form to get them set up on the platform. We provide onsite or online training, depending on customer preference, and tailored user guides for deployment.; ; The ImproveWell platform hosts a comprehensive online resources centre, with educational materials, to maximise the success of engagement and improvement initiatives. We also advise on user adoption strategies and internal marketing materials.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Vimeo Training/Support videos
• End-of-contract data extraction: We will, at the choice of the Data Controller, delete or return all the Personal Data to the Data Controller after the end of the provision of Services relating to Processing, and delete existing copies unless retention of the Personal Data is required by UK law. We can provide customers with a secure XLS export of their data.
• End-of-contract process: If a contract is not extended, Silicon Practice follows a structured exit and offboarding plan, facilitated by a dedicated Customer Success Manager in collaboration with nominated customer stakeholders. The plan outlines key actions for all parties, a communication strategy, notice period activities, service switch-off, post-exit procedures, and the secure transfer of information to any new provider. All data is managed safely throughout the offboarding process to ensure compliance and continuity. At the conclusion of the contract, all Personal Data are anonymised in-line with our Information Governance policies and we can provide a secure XLS export of customer data.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: User guides are provided in MS Word, Powerpoint or PDF. An online resources centre, accessible via a web browser, contains links to download materials in the above formats or contains links to videos.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Frontline users can access all functionality through the mobile and desktop services. For group and organisational leads, a 'light' version of the Idea Hub's central improvement log is available on their mobile device to facilitate engagement with their teams. The full data dashboard functionality is available through the desktop service. Our desktop software is responsive.
• Service interface: Yes
• User support accessibility: WCAG 2.2 A
• Description of service interface: The service interface includes a multi-platform application (iOS, Android and web-app) to capture ideas and real-time feedback from frontline users, as well as a web-based data dashboard for customer administrators and group/organisational leads. The data dashboard has interactive charts enabling customer administrators and group/organisational leads to identify trends, track sentiment, prioritise improvements, measure change and publish reports. Customer administrators and group/organisational leads can set up unlimited projects tailored for different audiences. They can also generate individual QR codes and unique web-links to capture feedback from unregistered users of the platform e.g. patients and service users.
• Accessibility standards: WCAG 2.2 A
• Accessibility testing: The platform has been tested on different device's native accessibility tools using an emulator.
• API: No
• Customisation available: Yes
• Description of customisation: (1) Customers can define profile levels which map onto their organisational structure; frontline users can choose their own user profiles which reflect a broad role description; ; (2) We can upload the customer's logo and add an internal disclaimer to the app; ; (3) Customers can specify which email domains can be used to access the platform; ; (4) Group and organisational leads can create their own user groups / projects with tailored improvement themes and surveys delivered to frontline users in the app; ; (5) Group and organisational leads can add their own commentary to improvement reports; ; (6) Group and organisational leads can build and deliver unlimited surveys of their own design with different answer types; ; (7) Group and organisational leads can schedule push notifications to drive engagement; ; (8) Group and organisational leads can upload tailored PDF notices to their user groups; ; (9) Group and organisational leads can build tailored online portals, accessible via a QR code or unique web-link, through the ImproveWell Insights module; ; (10) A fully-customisable online resource centre allows customers to host educational and roll-out materials, as well as signposting to complementary internal systems and processes

Scaling

• Independence of resources: We have monitoring services in place to assess the demand on our services and can scale-up capacity quickly in periods of intense usage.

Analytics

• Service usage metrics: Yes
• Metrics types: Our customer reports include user adoption and engagement metrics, idea trends and progress, sentiment trends and survey reports.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Customer Administrators and group/organisational leads can export data from the dashboard in XLS, PDF and JPEG format.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XLS
  • PDF
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: We guarantee 99% uptime and our last six-month metrics currently show 99.99% uptime.
• Approach to resilience: Our service is built on Amazon Web Services (AWS) infrastructure within EU regions and Availability Zones, delivering a resilient, cloud-based environment engineered for high availability and fault tolerance. The entire environment is ISO 27001 certified, giving our clients confidence in the security and compliance of our platform. We provide 24/7/365 availability with a minimum 99% uptime commitment, supported by continuous monitoring systems that alert our team to any system faults or server failures, allowing prompt resolution. Our software is continuously updated to meet evolving legislation and regulatory requirements. Updates are first identified by our Principal Developer in collaboration with the Compliance Manager, then gaps are assessed and an action plan is produced. These are incorporated into the development plan and linked directly to the software release process. This combination of resilient architecture, robust monitoring, rigorous compliance, and proactive software management ensures our service remains secure, reliable, and consistently available to support our customers.
• Outage reporting: When any issue arises that may impact system availability, our team act swiftly to keep all users informed, proactively issuing updates and guidance. This ensures that users are immediately aware of the situation, understand any potential impact, and receive timely instructions on next steps or workarounds. In the unlikely event of a system outage, our team is fully prepared to provide direct technical assistance. Users can contact the team via phone, email, or online support channels to receive guidance, troubleshooting support, and updates on restoration timelines. All communications are coordinated to ensure clarity, transparency, and consistency, minimising uncertainty and maintaining user confidence. Our approach combines proactive notification, multi-channel communication, and responsive technical support to ensure that any disruption is managed efficiently and with minimal impact. By prioritising timely information and accessible assistance, we uphold our commitment to service continuity and user satisfaction.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
  • Other
• Other user authentication: Registration processes are based on controlled access to the platform. Customer Administrators must provide staff with a unique authentication code in order for staff to register an account with the App. They can also specify which email domains may be used to register for the App. Administrators receive notifications whenever there is a new joiner. The platform has been designed so that senior staff can manage smaller groups of users, ensuring that users are known / recognised. Administrators can block a user account at any time through the dashboard.
• Access restrictions in management interfaces and support channels: ImproveWell administrators can block user accounts or suspend customer accounts if required.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Our existing security processes are based on controlled access to the platform, where Customer Administrators actively manage the users of the platform. Administrators must provide staff with an authentication code, and they can also specify which email domains may be used to register for the App.
• Information security policies and processes: ImproveWell has a dedicated Privacy Centre available at https://improvewell.com/privacy-centre. ImproveWell has a suite of Information Governance protocols including:; • Data Protection Impact Assessment Protocol; • Freedom of Information Protocol; • Information Access and Rights Protocol; • Information Governance Policy; • Information Incident Protocol; • Information Lifecycle and Data Quality Protocol; • Information Risk and Audit Protocol; • Information Security Cyber Protocol; • Information Sharing and Privacy Protocol; • Direct Marketing Protocol; Staff receive regular training on information security and are required to read all policies and protocols. Schappit Ltd has registered its Data Security and Protection Toolkit (ODS: 8KC12).
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All code is stored in fully-tracked source code repositories, allowing traceability of any changes. All changes are thoroughly tested in a fully-isolated test environment and have to pass Quality Assurance before deployment. We have a suite of automated tests which provide added safeguards. Back-up versions of the code are maintained in the event of a necessary roll-back.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: ImproveWell typically deploys new mobile apps once a month and amendments to the API several times a week. Servers are monitored daily and all update patches are deployed as soon as they are available. Our codebase is scanned by a security tool which alerts to vulnerabilities which are patched and released through our SDLC. Employees regularly use the platform and can report bugs to the development team. Bug fixes are released as often as required. ImproveWell receives the weekly CareCERT Cyber Security Bulletin from NHS England which is reviewed and discussed in monthly information governance meetings.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our Information Governance Policy, Information Incident Protocol, Information Risk and Audit Protocol and Information Security Cyber Protocol governs our internal processes and actions. Our uptime monitoring service issues instant alerts upon any disruption. The alerts are issued to the entire development team and ImproveWell management who can take immediate action if required. We also have direct lines of communication with our customers to keep them updated on any developments as they arise.
• Incident management type: Supplier-defined controls
• Incident management approach: Service requests, feedback and complaints are raised via our support email or phone number, both of which are provided to customers upon onboarding. Any incidents may be reported through these channels and then are logged through our helpdesk. We then ensure our Service Level Agreements (SLAs) are upheld and resolve any incident as soon as we can with full resource behind it. Full reports are written and circulated to those affected for any major incidents including a full root cause analysis.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 3%
• Between £250,000 and £500,000: 8%
• Between £500,001 and £1,000,000: 15%
• Between £1,000,001 and £2,500,000: 20%
• Between £2,500,001 and £5,000,000: 22%
• Over £5,000,001: 25%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus
• ISO/IEC 27001 accreditation date: Friday 21 June 2024
• What the ISO/IEC 27001 doesn’t cover: All parts of the service are covered
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 654c1d7c-5ff3-4431-8f07-d909c87c9875
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: F46f4f82-4586-411d-9b18-263c82719091
• Other security certifications: Yes
• Any other security certifications:
  • NHS DSPT assurance - Standards Exceeded (ODS code 8KC12)
  • Fully compliant with DCB0129
  • ICO Registration (ZA074234)

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Plans to engage the contract workforce in deciding the most important workplace issues to address

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at enquiries@siliconpractice.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.