Patchwork Health

Patchwork Insights

Patchwork Insights is a data analytics platform providing real-time visibility into healthcare workforce metrics. It aggregates data across bank, agency, and permanent staff, delivering actionable intelligence via intuitive dashboards. By tracking spend, compliance, and fill rates, it empowers managers to reduce costs, optimise staffing, and drive sustainable operational improvements.

Features

• Instantly generates monthly NHSEI returns, eliminating manual data collation.
• View historical, current, and future spending in one dashboard.
• Unified metrics across all staff groups and clinical sites.
• Compare pay rates and performance across your local region.
• rill into spend by department, grade, or medical specialty.
• Monitor real-time performance against budgets and safe staffing targets.
• Configurable permissions protect sensitive data within customisable guardrails.
• Identify high-use agency workers to drive staff bank growth.
• Instantly export visuals and raw data into existing spreadsheets.
• Automatically identify departments where minimum staffing is at risk.

Benefits

• Saves hours by eliminating manual administrative data collation
• Enables precise cost control through predictive financial management.
• Provides a single, clear view of all workforce activity.
• Facilitates collaborative staff sharing and consistent regional pay rates.
• Identifies specific cost-saving opportunities at a granular local level.
• Highlights operational bottlenecks to trigger immediate service enhancements.
• Ensures sensitive staffing information remains protected and controlled.
• Allows easy data sharing with external Trust reporting systems.
• Provides early warning of departments reaching unsafe staffing levels.
• Clearly proves the financial impact of workforce transformation initiatives.

• Free trial available

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 procurement@patchwork.health. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

932880106295736

Contact

Anas Nader
02033717556
procurement@patchwork.health

About your service

• Service categories:

  Applications

  Enterprise resource management

  • Enterprise performance management

  Human capital management

  • Core Human Resources Applications
• Multi cloud support: No

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: Patchwork Rota, Patchwork Bank, Patchwork Agency Manager, Patchwork Job Planning, Patchwork Appraisal and Revalidation
• Cloud deployment model: Public cloud
• Service constraints: No
• System requirements:
  • Minimum browser requirements
  • Hospital site must be authorised to access Employer Hub

User support

• Email or online ticketing support: Yes
• Support response times: Within 1 hour during business hours
• 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: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Access via mobile or web app
• Web chat accessibility testing: N/A, we use a third party solution
• Onsite support: Yes
• Support levels: Customer Support Services operates Monday-Friday 9am-5pm,; we also have an emergency out-of-hours service that provides 24-hour; support for any urgent technical issues. Delivering in-app support; Customer Support acts as a first line of; support. Any issues that require more specialised support are triaged; to our Engineering and Client Partnership Teams.; ; We operate the following escalation process:; ; - Account Manager - Once 75% of the workaround target service level time has been exceeded without a workaround being implemented .; - Account Director - Workaround target service level exceeded; - Head of Accounts - Further escalation relating to service availability or response times; - Chief Operating Officer - Unacceptable response to escalation process; ; This support is provided at no additional cost.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: We adopt a mature implementation programme that ensures a safe transition from legacy systems and a smooth on-boarding process for all departments/services. We provide on site training for administrators with refresher sessions available on request. This is coupled with online training resources, digital walkthroughs and webinars. We also provide a dedicated account manager who is available for on-site support and trouble-shooting.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Our data management and reporting features enable full data extraction at any point during the course of the contract. Patchwork support team can also assist with data migration and extraction if required.
• End-of-contract process: Termination can be requested based on the termination clauses outlined in the contract. There are no termination costs. No uninstallation is required. The end-user’s account would be disabled with immediate effect.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Documents can be accessed via email by request, or directly from the system under the help section.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There is a Quicksuite app available of the app stores. This works in exactly the same way as the desktop version, with an adjustment for formatting on mobile screens.; The only limitation is that you can’t download the data from the app as you can in the browser view.
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: No
• Customisation available: Yes
• Description of customisation: The software has in-built features to enable users to customise based on organisational and departmental requirements. The implementation team assist with customisation and configuration during the implementation process.

Scaling

• Independence of resources: We have monitoring tools and server capacity can be expanded instantly with demand. We scale our database automatically using Amazon RDS, and our front end servers using Elastic Load Balancing. Our solution ensures there are always multiple healthy servers available and will automatically provision additional servers to meet demands on the service or remove servers that are failing health checks.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• 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 CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Data can be exported in CSV and Excel format via the data export function within the employer hub.
• Data export formats: CSV
• 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)
  • Other
• Other protection within supplier network: Multiple Virtual Private Cloud (VPC) networks are configured so that traffic is highly isolated and access controlled by firewalls. Database servers have no direct routes to public internet and internal traffic between the databases and application servers is encrypted. Certificates and access to these networks is restricted and strictly managed. Test and Demo environments are on separate isolated environments to provide additional safeguards.

Availability and resilience

• Guaranteed availability: We offer 99% uptime SLA for end-users. Should SLA availability not be met, we offer 0.5% of total charges for each percentage under target
• Approach to resilience: Our server provider (AWS) guarantees 99.99% network up-time. Further information can be provided upon request.
• Outage reporting: We provide live updates using the website - https://status.patchwork.health/. Updated every 60 seconds, this outlines the level of uptime over the last 90 days, overall uptime, and status updates over the last 30 days.We would also provide email and telephone alerts to all affected users during an outage. Account managers and Customer Support Team would provide ongoing support.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Patchwork has a full set of roles and permissions for user accounts, with different access privileges for Patchwork staff, customer's managers, customer's administrators and clinicians.
• Access restriction testing frequency: At least every 6 months
• 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: ISO/IEC 27001
• Information security policies and processes: Our security policies and processes are fully aligned with the standards and principles of ISO 27001, and we maintain and enact all expected policies and processes. This includes access control policy, cryptography policy, data and information retention policy, data protection policy, information classification policy, information security policy, password policy and removable media device policy. Our practices meet the full NHS Data Security standards required through the Data Security and Protection Toolkit (DSPT), as well as UK Data Protection Legislation. Our practices are outlined in our Privacy Policy (available here: https:// www.patchwork.health/privacy/) and user T&Cs accessible on our website/mobile app.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: All changes to code are peer reviewed during development and prior to release. All features are QA tested by a team separate from the product development team to provide additional safeguarding and operational review. Automated tooling to ensure compliance to development standards is enforced as part of our CI and deployment pipelines. Major changes use a Feature Flag system to allow code to deployed and then activated on a per-organisation basis alongside the necessary organisational process updates and training. All features are continually tracked from both a technical and operational perspective.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: As part of our CI and deployment pipeline all code is automatically scanned for potential vulnerabilities in the code by static analysis tooling. Additionally imported libraries are checked against a registry of known vulnerabilities. In all cases, detection of a risk prevents shipping the code. We have multiple monitoring solutions at each level of our solution stack which includes pro-active error notifications, performance monitoring and automated blocking of potential risks detected. Patches and hotfixes are deployed on demanded with zero down-time rollouts following the Blue/Green deployment pattern.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Ongoing automated monitoring at both an infrastructure and application level with alerts configured to detect unusual activity, errors, or performance been impacted in any way. Audits of logs are performed on an ongoing basis. If issues are detected engineering resources immediately priorities further investigation, patching, and prevention of the issue. If required an account manager will liaise with the Trust. Breaches are logged with the ICO within 72 hours as per GDPR requirements.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Application errors are automatically tracked and reported to the engineering team to be dealt with as a priority without needing to be reported by the end user. Infrastructure has monitoring and reporting in place to alert the engineering team of issues and health checks automatically replace servers exhibiting issues. Users can report issues via support channels or escalated to named senior account managers. All issues are reviewed within the product development process to address why it happened, our response, and how we can improve the system to prevent it in the future.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: We offer a limited free use period for Patchwork Health. The length and scope of the free use period is decided on a case by case basis.

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 5%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 15%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• 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: F0fddf42-34ed-4eed-8994-ca6df6d43d6b
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 394b167c-66fc-46fd-995f-aef66e090690
• Other security certifications: No

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

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Volunteering opportunities for staff
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • 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 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • 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 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • 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
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

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 procurement@patchwork.health. Tell them what format you need. It will help if you say what assistive technology you use.