DH OpCo UK Ltd (Dedalus)

Swiftqueue

Swiftqueue is an Enterprise Scheduling "System of Engagement" for coordinated care across care settings, specialties and departments. Providing a "Digital Frontdoor" for patients to establish a baseline for digital transformation. Direct Booking, Referral and Waiting List Management to virtual clinics with integration to "Systems of Record" rapidly deployable.

Features

  • Online patient Booking: Allows patients to book their own appointments
  • Patient Portal:
  • Digital Frontdoor: System of Engagement providing direct access to services
  • Patient Flow:
  • Call-In Screeen Technology
  • Departmental/Specialty Clinic Solutions
  • Resource Scheduling/Capacity Management:
  • Referral Management:
  • Data Analytics/Reporting:
  • Integration to Systems of Record:

Benefits

  • Patient Empowerment:
  • Increases capacity and efficiency across clinics and Departments:
  • Saves time through significant reduction of administrative effort:
  • Improves patient access to services and information
  • Improves Data Accuracy
  • Reduces DNA's:
  • Reduces Costs
  • Improves patient satisfaction
  • Improves patient communications
  • Reduces use of paper

Pricing

£15,000 to £40,000 a unit

Service documents

Request an accessible format
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Framework

G-Cloud 13

Service ID

9 5 4 5 0 2 1 1 9 9 6 2 9 1 6

Contact

DH OpCo UK Ltd (Dedalus) Bid Management Team
Telephone: 0113 3891037
Email: UKIBids@dedalus.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
Multiple clinical and other healthcare systems of record.
Cloud deployment model
Public cloud
Service constraints
None
System requirements
There are no minimum requirements as delivered as SaaS.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Incident tickets are responded to in line with the agreed SLA.
The service desk operates within normal office hours
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
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
The solution is provided as fully hosted managed service.
Our SLA provides for 3 levels;
Severity 1: Critical/Emergency, 30 Minutes Response
Severity 2: Urgent/Inconvenient, 60 Minutes Response
Severity 3: Minor/Annoyance, 1 Working Day

Cost is included in the overall service fee

We provide a range of technical support and account management as required
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We support the customer throughout the implementation through our experienced implementation and onboarding team, Project Managers and Subject Matter Experts.
System training is normally provided online though can be onsite as required and is supported with a full set of documentation and appropriate collateral to ensure to rapid deployment.
We provide a range of templates to define the Appointment Types to be supported, Duration and Capacity of Clinics. In addition we provide a range of patient and GP communication examples.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Upon termination of the contract, and where data repatriation is required, We will work with the client directly to agree the format and content of the repatriation. We will provide this to the client in a timely manner and seek formal acceptance that the client is satisfied with the returned data.

Extract Functionality is provided to specific users.
End-of-contract process
Upon termination of the contract, we will liaise directly with the customer to complete the engagement satisfactorily. By agreement we would disable the required functionality and extract all data required for repatriation.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
There are no differences as the solution dynamically renders to the device being used.
Service interface
Yes
User support accessibility
None or don’t know
Description of service interface
There are a number of HL7 interfaces supported as well as specific service API's. Details and documentation can be provided on request.
Accessibility standards
None or don’t know
Description of accessibility
We provide a sandbox environment with associated documentation for available features. Methods of access and documentation will be provided on request.
Accessibility testing
Available on request
API
Yes
What users can and can't do using the API
Users are able to Manage (create/change/delete) appointments
Detailed guides for API features and use will be provided on request
API documentation
Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
The service is designed to be customised to meet the structure, process and workflow of the customers clinics and departments.
The service is customised through a wide range of simple to use configuration screens.
Customisation is normally limited to superusers and system managers.
The system supports a small subset of customisable features for all users to support adhoc changes that occur during working practice.

Scaling

Independence of resources
The service is a cloud based scalable platform hosted on AWS

Analytics

Service usage metrics
Yes
Metrics types
We provide real time metrics on all transactions.
Reporting types
  • 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
Up to Baseline Personnel Security Standard (BPSS)

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
Yes
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
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
Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
The standard interfaces enable users to export their data; for very large volumes, a service request should be raised to facilitate efficient and secure delivery of bulk data in a format acceptable to the customer.
Data export formats
  • CSV
  • Other
Other data export formats
FHIR
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • FHIR
  • HL7 v2
  • HL7 v3
  • XML
  • Database
  • OpenEHR
  • OMOP
  • EDI
  • XDS
  • IPS

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks
All data in transit is encrypted.
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
99.95% target availability calculated as a percentage of available minutes.
Dedalus produce regular Service Monitoring Reports which would identify if guaranteed levels of availability are not met.
Approach to resilience
This is available on request.
Outage reporting
Email alerts are issued from a central mailbox to customers to advise of any major or significant outages.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
Following the principles of least privilege, access by end users from remote locations is restricted to the minimum required based on their assigned role.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • 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
User-defined
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Lloyds LRQA
ISO/IEC 27001 accreditation date
23/05/2022
What the ISO/IEC 27001 doesn’t cover
ISO 27001 is a management standard, not a security standard. It provides the framework for the management of information security within our organisation. ISO 27001 takes a risk assessment based approach. An information security risk assessment is used to identify the security requirements of the organisation, and to then identify the security controls needed to bring that risk within an acceptable level for the organisation. Management within our organisation will either accept the risk (for example, if its not a high risk) or take steps to mitigate the risk. Physical and logical controls are what helps to increase our organisation's security posture, while ISO 27001 helps to manage the framework around those controls.
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
Data Security and Protection Toolkit (DSPT)

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
Cyber Essentials
Information security policies and processes
Dedalus maintains as part of ISO 27001 an Information Security Management System (ISMS) which contains processes and policies regarding Information Security.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Dedalus operate standard ITIL-aligned Change Control processes, routed via our ITSM toolset. This ensures that any change activity in relation to the solution – upgrade/patch/customer-requested change/or proactive fix – is auditable, clearly planned, and peer reviewed. Where a change would incur downtime or impact to the live services, Dedalus would also seek customer approval to proceed.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Dedalus has a cloud patching and endpoint protection policy.
For threat mitigation, we are aligned to 1. National Cyber Security Centre (NCSC) as healthcare is part of Critical National Infrastructure (CPNI). 2. NHSD CareCERT service. 3. Dedalus Security communications service.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Dedalus security policies (ISO27001), NHSD, NHS defined contracts all govern our approach to protective monitoring. We have an incident management process and are registered with ICO (for data protection). Incidents are responded to in line with the incident management process.
Incident management type
Supplier-defined controls
Incident management approach
Incidents are responded to in line with the Dedalus incident management process and the terms of the SLA delivered to the customer.

For Severity 1 an Incident Report is provided within 24 hours of resolution
For Severity 2 an Incident Report is provided within 48 hours of resolution

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

Social Value

Fighting climate change

Fighting climate change

Dedalus are committed to moving towards net Zero, and has launched an ESG (Environmental & Social Guidelines) program dedicated to support the move towards carbon neutral. As part of this ESG program, Dedalus are in the process of assessing current status to align and formalise initiatives across the business which will allow targets and responsibilities to be formalised, agreed and monitored.
Covid-19 recovery

Covid-19 recovery

The Swiftqueue Solution has been instrumental in supporting a variety of initiatives to aid recovery from the Covid-19 pandemic. For example, scheduling and appointment management, our largest initiative was support for the Health Service Executive and the national campaign to manage the Covid Outbreak and the management of test centre, places of work, schools, and long-term care facilities.
Wellbeing

Wellbeing

As an organisation we have a broad range of Wellbeing intiatives to support our colleagues, this includes a monthly Rewards and Recognition programme as well as encouraging a healthy lifestyle through access to gym and cycle to work schemes as part of the Benefits. There is also access to Aviva where support for a number of legal, financial and emotional issues can be provided on request.

Pricing

Price
£15,000 to £40,000 a unit
Discount for educational organisations
No
Free trial available
No

Service documents

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