Sword Health

Thrive

Thrive is an AI-powered chronic pain care solution combining technology and clinical expertise. Members receive personalised programs from qualified physiotherapists, use the Thrive Pad for guided sessions with real-time feedback, and track progress in the app. Clinically proven, Thrive offers flexible, effective, and affordable recovery anytime, anywhere.

Features

• Digital physical therapy with personalised exercise programs and guidance.
• Motion tracking technology for real-time feedback on exercise form.
• Secure messaging platform connecting members with licensed physical therapists.
• Progress tracking dashboard showing key metrics and improvement trends.
• Video library with detailed exercise demonstrations and technique guidance.
• Asynchronous care delivery allowing flexibility in treatment scheduling.
• Mobile application accessibility for treatment anywhere, anytime.
• Biometric monitoring integration for comprehensive health data collection.
• Automated exercise reminders and program adherence notifications.
• Clinical assessment tools measuring pain levels and functional improvement.

Benefits

• Reduces musculoskeletal pain without medication or invasive procedures.
• Improves physical function through consistent, guided therapeutic exercises.
• Provides convenient access to physical therapy without travel time.
• Enables consistent treatment adherence through engaging digital experience.
• Reduces healthcare costs by preventing surgeries and medication needs.
• Increases productivity by addressing pain that limits work performance.
• Supports long-term behavioural change for sustainable pain management.
• Personalises treatment plans based on individual needs and progress.
• Connects members with licensed therapists for professional guidance anytime.
• Empowers individuals to take control of their musculoskeletal health.

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 l.eastwood@swordhealth.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

941811835464257

Contact

Luke Eastwood
07596496242
l.eastwood@swordhealth.com

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Healthcare
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: N/A
• System requirements: Recent versions of ios and android

User support

• Email or online ticketing support: Yes
• Support response times: - Within 1 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: Yes
• Web chat support availability: 9 to 5 (UK time), 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: N/A
• Onsite support: Yes
• Support levels: - Extensive support and training at point of purchase, onboarding and thereafter as required. An account manager is assigned to all clients.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: The Thrive member onboarding process includes:; - Scheduled calls with qualified physiotherapists; - Automated communications to support the process:; - Reminder emails sent prior to scheduled calls; - Follow-up communications for missed onboarding appointments; - Re-engagement communications for users who haven't completed sessions after enrolment; ; The client onboarding process can involve onsite training, online training as well as user documentation depending on requirements.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Option to do so (in defined & limited circumstances as applicable) by getting in touch with Sword staff.
• End-of-contract process: A detailed service level agreement can be provided for services, this details all costings and end of contract provisions.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: No
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Thrive is mobile-friendly and accessible via the Sword app.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Thrive has multiple service interfaces that members interact with:; The Thrive App: A mobile application where members can track their program progress, access educational articles, and communicate with their physiotherapist.; The Thrive Pad: A medical device that guides members through their exercise sessions and provides real-time form correction using computer vision technology to track movements.
• Accessibility standards: None or don’t know
• Description of accessibility: Thrive offers accessible chronic pain care through a mobile app and specialised hardware (Thrive Pad). Members complete personalised physical therapy sessions on their schedule with real-time feedback. The service offers content in multiple languages (English, Spanish, Portuguese, French), and communication with a qualified physiotherapist.
• Accessibility testing: NA
• API: Yes
• What users can and can't do using the API: Single Sign On is available
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Thrive offers personalised digital physical therapy with several customisation options. Programs are tailored to each member's specific needs, pain areas, and recovery goals.; Customisation happens through:; - Initial assessments capturing pain locations and severity; - Ongoing feedback about progress and pain levels; - Direct communication with assigned qualified physiotherapist; - Continuous program adjustments based on member progress; Three key parties handle customisation:; 1. Qualified physiotherapist who oversee and adjust treatment plans; 2. Phoenix (AI Care Specialist) providing data-driven insights for personalisation; 3. Members themselves through feedback and communication; The service emphasises professional oversight, using only licensed qualified physiotherapist rather than unregulated health coaches. This ensures clinically appropriate customisations throughout the treatment journey. As members progress, their programs evolve with them, creating a dynamic treatment experience that adapts to changing needs and recovery milestones.

Scaling

• Independence of resources: Our cloud provider enables easy scaling with increased demand without affecting level of services provided

Analytics

• Service usage metrics: Yes
• Metrics types: Key Thrive metrics:; • Session data: total count, duration, frequency per user; • Pain and fatigue scores: tracking symptom improvement over time; • Program completion rates: percentage of users completing recommended sessions; • Clinical outcomes: measuring functional improvement and pain reduction; • Engagement metrics: user activity patterns and adherence rates; • Enrolment statistics: new users, active participants, program status; • Client metrics: organisation count, industry distribution, retention rates; These metrics help track program effectiveness, user engagement, and business performance across different timeframes (daily/weekly/monthly/quarterly).
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• 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: Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type: Data Erasure

Data importing and exporting

• Data export approach: A request can be made to Sword staff. CSV is the most commonly used export format
• Data export formats: CSV
• Data import formats: Other
• Other data import formats:
  • Can be entered manually in data centre of the app
  • Can be pulled via integration with wearable devices

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: Thrive does not have guaranteed availability.
• Approach to resilience: Available upon request.
• Outage reporting: A public dashboard is available

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Access is granted on least privilege principles.
• 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: You control when users can access audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: HITRUST CSF.
• Information security policies and processes: Sword Health’s security programme is built on the HITRUST CSF and reviewed annually through HITRUST/SOC 2 audits. Policies span data classification, incident management, SDLC, vulnerability management and access control. The CISO approves and oversees these policies and leads the security and incident‑response teams; a Privacy Officer controls data disclosures. Staff must report incidents to the Information Security, Risk & Compliance team immediately, and the organisation enforces compliance through mandatory training, documented processes and sanctions for violations.
• 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: Sword Health’s change management/SDLC requires every change to be captured in a Jira ticket and then implemented, peer‑reviewed and tested before authorised personnel can merge or deploy it. All code is stored and versioned in GitHub, and infrastructure is defined through GitOps and immutable containers, so the history of each service component is preserved across its lifetime. Security impacts are addressed via secure‑coding standards, risk‑based design reviews, test suites that include security checks, and infrastructure controls such as firewalls, vulnerability scanning and default‑deny RBAC.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Sword Health’s vulnerability programme classifies issues by severity and commits to fixing critical findings within seven days, high within 30 days and medium within 90, while informational or low‑risk issues are re‑evaluated periodically. Threats are identified through annual penetration tests, static code analysis (Wiz for cloud infrastructure and Snyk for application code), continuous monitoring tools such as AWS GuardDuty and Google Cloud Security Command Center, and external scans. OS updates on laptops, smartphones and infrastructure containers are applied as soon as possible.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Sword Health uses a managed detection‑and‑response service (Expel) that ingests logs from employee devices, cloud platforms, identity systems and other tools to spot indicators of compromise. Any manually detected anomalies must be reported to InfoSec within six hours; the CSIRT investigates, isolates affected systems, disables compromised accounts and applies fixes. Response targets are tied to severity: critical incidents are addressed within two hours, moderate incidents within 24 hours and minor incidents within three days.
• 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: Sword Health’s incident management plan defines playbooks for typical events (e.g., ransomware, stolen credentials, data loss and API compromises) and assigns severities that determine response windows—critical events are addressed within two hours, moderate within 24 hours and minor within three days. Users report suspected incidents to the Information Security team by raising a Jira ticket or emailing security within six hours of discovery. Each incident is logged in the Security Jira system and, once closed, a post‑incident report is produced summarising what happened and the remediation steps.
• Post-quantum cryptography secure: No

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: No

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: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

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: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: Yes
• Any other security certifications:
  • HITRUST CSF
  • SOC 2 Type II

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

    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment

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 l.eastwood@swordhealth.com. Tell them what format you need. It will help if you say what assistive technology you use.