Epro

Epro Clinik

Layered clinical modules connecting and displaying patient information, enhancing workflows and increasing patient safety. Epro Clinik supports clinical decision making at the point-of-care with greater accessibility to integrated medical information.

Clinical notes can be added direct to the patient record, whilst clinicians can access lab, ECG results, etc, via Epro

Features

• Alerts
• Clinical noting
• Drawing
• Forms
• Lab results
• Referrals
• Allergies

Benefits

• HIMMS level 5 enabler through structured PRSB headings in forms
• Access to lab results and medical information at point-of-care
• Patient safety improved through immediate access to critical information
• Auto-complete functionality helps reduce errors in patient and medical information
• Streamlines hospital workflows and improves care efficiency
• Create clinical workflows with alerting functionality
• Easily record, share and retrieve information in any hospital location
• Supports the management of patients in a set-based way

£1 to £100 a user a month

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 sales@epro.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

920039997895774

Contact

Kat Hancock
0117 379 0066
sales@epro.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Epro Scrik - Digital Dictation/Speech Recognition. ; ; Epro Tablik - Layered clinical modules connecting and displaying patient information, enhancing workflows, increasing patient safety; ; Epro Systemik - Reports, templates, including SSRS and templates editor; ; Epro paper-light records, out patients document integration and scanning.; ; FDB, dm+d and allergies integration
• Cloud deployment model: Private cloud
• Service constraints: There are no constraints associated with the services. However we would draw attention to the "Support Levels" section for our Helpdesk support opening days and times.
• System requirements: Glass Client - Epro browser provided as part of package

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Epro will respond via the customer care portal to contact the customer within the following times of an incident being reported to the Supplier Helpdesk. For P1 issues, additional contact to the person logging the issue, and/or a named system administrator shall be made via phone or email.; ; P1 - 30 mins during core hours; Major - 3 working hours; Routine - Within one working day; Minor - 5 working days; ; Support is not provided during weekends unless an Out of hours support contract has been agreed.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• 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: Epro will provide support services via the customer portal, email or telephone for: routine operational maintenance and outage/change; notifications, enhancement requests, non-critical technical/functional enquiries, support contract enquiries, third line support. Epro provides a technical account manager for each implementation and two comprehensive support packages are offered: (1) 9am - 5.30pm Monday to Friday support which is priced at 20% of licence fee, or (2) 24/7 support, subject to a separate commercial arrangement.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Online and on-site training and documentation is provided. Epro provide full project management presence in form of a Prince II-qualified project manager, product specialist and project team throughout the implementation to the point of Pilot close. We recommend the Trust provide at least one FTE project management / change management resource. We provide a wide variety of training which includes: on-site training, web training, eLearning, train the trainer as well as continuous refresher courses, walkthrough documents, video help and online material, which is accessible on epro.com. In our training sessions, we aim to focus on: the transfer of skills, knowledge and capabilities that enable the Trust to perform as much in-house training as possible. Our regular training approach is therefore centred on internal Trust trainers and super users with regular staff being trained during the pilot and rollout period by in house trainers. It is expected that the Trust will deliver all training to new standard users via its own IT Trainers, who will have been trained by the supplier. Supplier training staff may observe training sessions at the start to support the Trust’s IT trainers and enhance supplier awareness of issues which users find difficult.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Word
  • PowerPoint
• End-of-contract data extraction: This is all dependent on the integrations required and requesting throughout the project. In some cases, the TIE (Trust Integration Engine) or Trust Portal may receive copies of the documentation from day one. All data stored within Epro is retained in perpetuity with the exception of 1. Copies of inbound HL7 messages – culled after 1 year 2. PowerSearch access audit data – culled after 6 months 3. Dictation voice files – culled after 1 year only if transcribed. The reason for culling these two has been to maintain reasonable database size and performance. To date this has been the only data it has been necessary to cull. The data can be moved to a separate archive database if this is the preference of the trust. We have had discussions with trusts in the past regarding destruction / archiving of data, but none has been able to reach agreement as to how to interpret the guidelines on health record destruction. This guidance offers a range of periods ranging from 7 – 20+ years depending on circumstances. We are happy to re-open discussions at implementing this functionality should consensus on guideline implementation emerge (from within one or multiple trusts).
• End-of-contract process: Subject to further discussion, we can deliver a service credit regime agreement.; At the end of the contract, Epro will work with the Trust and new supplier to ensure a seamless and timely handover and integration of the service. We recognise the importance of our systems and will ensure patient safety and clinical experience is always at the forefront of everything we do.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The mobile service enables a better user interface that adapts to the screen size, position and layout to enable a better view, scrolling down list view to the desktop version. Overall, this automatic resizing provides for an enhanced user experience when using the mobile application. The functionality is identical between mobile and desktop devices.; ; Epro also supports s a mobile offline working application, which allows the user to dictate patient correspondence whilst not connected to the Trust server and the letters with synchronise with the patient record once the user connects back onto the Trust network.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: Pro supports multiple inbound and outbound APIs Our solution supports the output of documents to NHS ITK Standards, FHIR, MDM T02, Indigo and ICE. As part of the Epro deployment, an API user will usually be created, with a windows username like ‘eproapiuser’ or a custom NT login name provided by the Trust. This user will have access to call Epro’s API services, to view, access and modify data in Epro, ie viewing documents, creating new dictations or reviewing patients on wards. Generally, Epro’s API services must be called by an authenticated user. Integrated Windows authentication is the preferred method, although basic/anonymous authentication may also be possible in some circumstances. Epro supports sending and receiving all document types via API calls. Outbound ITK messages from Epro can be configured to include a payload containing an identifier for a document. Using this identifier, a URL can be constructed to give a static link directly to that document in Epro. Integrating with external APIs Our integration team can integrate with any publicly accessible documented APIs of trust systems and we have a record of doing so with systems such as ICE, Docman, internal trust portals, Pathpoint , IMS, Cerner, etrack, CWP etc.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Epro is a modular clinical IT solution, with over 30 separate clinical modules. Clients can procure one or many of these modules depending on their exact clinical estate requirements and Epro will seamlessly integrate these modules using the appropriate messaging standards.; ; Various features and core data sets can be customised to local standards and processes and this granular level of customisation is maintained by local administrators.; ; In addition, custom functionality can be developed on a bespoke basis, but there would be additional costs for this.

Scaling

• Independence of resources: Epro has increased it's user base in the last 12 months by over 10,000 users. We have a customer guarantee and SLA that protects existing and new accounts which enables scaling at pace.; ; Performance is reported on and balanced to ensure system performance is at its best.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide a variety of reports dependent on the solution, usually around: performance, user activity, tasks etc.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

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: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Epro does not have any front-end accessible export tools, but we can provide customised data export facilities on request. Data is held in SQL format and this is accessible directly by customer IT teams where that is held on their own servers, although we do not recommend this.
• Data export formats:
  • CSV
  • Other
• Other data export formats: SQL
• Data import formats:
  • CSV
  • Other
• Other data import formats: SQL views (preferred)

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Across the customer base, Epro has an average 99.99% up time in support hours (the majority of downtime is caused by Trust infrastructure). Out of support hours uptime to be 99.95%, with 24/7 cover in place and standard SLA in place. This does not include planned downtime (upgrades, maintenance etc). We aim for continuous availability aside from scheduled maintenance. In the case of the master version of Epro being down, a backup document store can be added to the solution. Epro recommend staying up to date with existing server infrastructure and perform regular infrastructure upgrades. Availability is dependent on Trust physical or virtual server configuration. If additional servers are required for High Availability, then this would require custom work to allow load balancing, etc, which would then be managed by the Trust. In case of a catastrophic failure, database backups can be restored to the test server with minimal downtime, effort and data loss
• Approach to resilience: The service provider commits to a Service Level Agreement (SLA); Contractual commitments or Service Level Agreements (SLAs) are used by the service provider to make commitments about the level of service availability.; (Full system architecture is commercially sensitive but documentation is available on request)
• Outage reporting: Any unplanned outages are communicated via Email and Support Portal alerts to nominated contacts.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Some interfaces are restricted to mangers or other agreed personnel with the right permissions for example the JIRA system. The support channel is usually restricted to users / stakeholders who are given access. Direct number and emails are also available.
• Access restriction testing frequency: At least once a year
• Management access authentication: 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

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: Cyber Essentials Plus scheduled last week in May

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CCM version 3.0
  • ISO/IEC 27001
• Information security policies and processes: On company level, Epro is Cyber Essentials Certified and we are following strict procedures and processes to align ourselves to highest security standards. We believe Epro’s product security design to form an appropriate balance between restriction of information and appropriate information availability. We continue to advise trusts against such practices as the sharing of passwords, setting up of shared logins and not using ‘Go to’ accounts for locums etc. No Epro data is housed or processed outside the EU. Epro is compliant with the HSCIC IGT. We have completed and published the NHS IGT ( Assessment Ref ASS/232116, now replaced by Data Protection and Security Toolkit) every year with full compliance. Epro maintains an active safety culture fully compliant with ISB 0129 and publishes a formal Safety Case document. Further information is available on our customer portal at safety.epro.com, including online access to hazard logs and incident logs. In the interests of transparency, incident reports are shared between all customers.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Epro maintains a number of testing and staging environments which code is stringently tested before being deployed.; ; New deployments are accompanied by release notes which are distributed to clients registered at the levels appropriate to the individual trust.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Epro undertakes regular Pen Testing, if threats are identified patches are deployed immediately once a fix is found and tested.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Incident response times are defined as ASAP. Epro is able to identify compromises with ease. The system is logged and can be analysed. For cloud installations, Epro responds by taking a clone of the machine and then isolates to minimise impact in the service.
• Incident management type: Supplier-defined controls
• Incident management approach: Users can report incidents by submitting: emails, JIRA tickets and calls.; We have a full technical support help desk which tickets are created and manged on severity in line with our SLAs.

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: Yes
• Connected networks:
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Social Value

• Fighting climate change:

  Fighting climate change

  Epro commenced a project with Climate Partner in May to calculate and reduce our carbon emissions, with a view to becoming a carbon neutral company by the end of 2022.
• Covid-19 recovery:

  Covid-19 recovery

  Epro is proud to support the NHS in the COVID-Recovery period. As a healthcare provider for over 20 years and with our employees taking pride in supporting the NHS, we fully appreciate the challenges that the NHS is facing. One example is our alerts module, supporting LNWH during the COVID-19 pandemic, which we rolled out FOC as part of our rapid response strategy to the pandemic.; LNWH NHS Trust faced COVID-19 challenges, such as how to identify COVID-19 and ventilated patients quickly, how to differentiate between swabbed and positive COVID-19 patients, how to re-configure ward layouts to meet changing COVID-19 conditions, how to share lab results for virology and report on COVID-19 patients. Trust staff emailed the Epro Support Team and spoke with one of our clinical team. Epro delivered COVID-19 alerts, integrated into clinical handover lists and lab results to LNWH within 60 minutes, together with additional reporting, delivering data and insight. We improved staff and patient safety by highlighting infectious patients immediately from swab. We delivered real-time visibility of COVID-19 patients, enabling better capacity planning and safer staff working environments. We improved capacity planning on admission/stay duration through our bed management solution and integrated alerts and lab results into the bed management solution: keeping patients and staff safe, reducing administrative burden, and ensuring high quality patient care. Our product helps to make hospital processes safer, streamlined and less risky, and our handover lists, alerts, lab results and bed management module support the post-pandemic recovery in a number of our hospitals. ; Epro can also support different working scenarios (remote, mobile app) to help support the Trust with the Covid-19 recovery effort. All devices can be used within the Trusts site locations, or remotely to support Covid restrictions and guidelines making it possible to socially distance or work from home.
• Equal opportunity:

  Equal opportunity

  We pride ourselves being drivers of an equal opportunity workforce and appointed our first female Head of Professional Services in 2016, and our first female Chief Operating Officer in 2020.
• Wellbeing:

  Wellbeing

  Epro are a keen advocate for both our employees and our clients wellbeing. We offer remote and hybrid working for our staff to allow them to have a work/life balance that promotes positive wellbeing. We provide all of our staff with training budgets each year, to allow them to continuously improve and support growth as a person.

Pricing

• Price: £1 to £100 a user a month
• Discount for educational organisations: No
• Free trial available: No

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 sales@epro.com. Tell them what format you need. It will help if you say what assistive technology you use.