Smartgate Solutions Limited

Radar Healthcare

Integrated risk, quality and compliance management system, incorporating Incident & Event reporting, Risk Management, Incident Management, Claims and Mortality, Auditing, Workforce Compliance and Business Process Management to support patient safety – all underpinned by an intelligent analytics engine.

Features

• LFPSE and PSIRF compliant
• Instant reporting and dashboards
• Automated workflows
• Remote and offline operation
• Role-based permissions
• Regulatory compliance tracking
• Intelligent KPIs
• Risk management
• Form builder
• Audit and incident management

Benefits

• Simple to use, user-centred design
• Interoperable
• Clear line of sight across the organisation and within systems
• Flexible technology to underpin business processes
• Reduction in manual processes and paper-based operations
• CQC regulation management, including in-built regulatory reports
• Digital data for improved decision making
• Reduce costs and improve efficiency
• Improve communication with features like trackable notices
• Improve quality and compliance

£20,000 a unit a year

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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

Framework

G-Cloud 14

Service ID

954638386847661

Contact

Simon Qasir
0330 223 2740
bids@radarhealthcare.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No known constraints
• System requirements: Internet Access

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Tickets have an immediate system response and are actively worked on during normal business hours - Monday to Friday 08:00 to 21:00; All System / Critical faults are responded to within 1hr and across 24 /7/ 365
• 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: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Onsite support
• Support levels: Radar Healthcare provide a standard support package covering both system and hosting arrangements. ; Hosting including back up, archiving and fault fail recovery; System support through a dedicated support desk and online help function.; Critical and System wide faults - 24hrs / 7 Days / 52 Weeks ; User and Non-Critical faults - 08:00 to 21:00hrs Monday to Friday excluding bank holidays ; No extra costs are applied for the standard support services.; A dedicated Customer Success Manager is assigned to each client.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We offer a full project management service to ensure that the system is configured correctly. We would start with a joint design exercise to map out the client requirements and then proceed with an iterative build.; ; We then configure a test site for the client to test the build and feedback any changes required.; ; After UAT the client is provided with a tailored training program along with online help and documentation to ensure they can maintain the system going forward. We use online project management tools to collaborate with the customer, ensuring critical timelines are met.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Regarding data stored within the system, customers have two main options for its retrieval. ; ; 1. We can provide you with a window of opportunity to extract your own data from the system.; 2. Our team can also extract data on behalf of the customer, to a secure repository provided by the customer.; ; An Escrow licence is available upon request.
• End-of-contract process: At the end of the contract the client has full rights to access and take a copy of all the data.; ; Once the client has confirmed that the data is no longer required it is destroyed along with any backups.; ; The data is always owned by the client as per our licence agreement.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Some layouts may appear different due to mobile rendering and optimisation
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Radar Healthcare has a bi-directional API for transferring data in and out of the system
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Radar Healthcare is designed as a modular system, providing solution flexibility tailored to individual customers requirements. This flexibility means that we can work with you to customise Radar Healthcare to your specific needs. We use a combination of tools such as the form builder and workflow editor to replicate your existing processes and procedures. whilst drawing on our extensive bank of out-of-the-box templates and Standard Operating Procedure’s (SOP’s) developed in partnership with our customers. Radar Healthcare provides the perfect balance of off-the-shelf solution with customisable functionality

Scaling

• Independence of resources: All of our services are monitored in real time to ensure that service demand is correctly provided for. The Radar Healthcare application is load tested during development to ensure that the expected demand is catered for within the application.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Up to 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: Yes
• 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 Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Data can be exported using the reporting suite, this can be exported to PDF, CSV etc.; ; There are various print functionalities in the system that print out to PDF and Excel.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • JSON
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML
  • Database to Database
  • API

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)
  • Other
• Other protection between networks: Clients can host Radar Healthcare on their own closed networks if they wish.
• 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: System support is provided 365 – 24/7 with 99.9% availability. We have standard SLA's and can also agree service credits per contract aligned to the clients' requirements.
• Approach to resilience: Available on request.
• Outage reporting: Automated emails are configured to alert of any outages. These are provided by our datacentre hosting partners Redcentric.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Radar Healthcare has a full granular permissions structure that allows role based access to be configured for each user. This allows access to be restricted to management interfaces and support channels.
• Access restriction testing frequency: At least every 6 months
• 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: User-defined
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NQA
• ISO/IEC 27001 accreditation date: 16/01/2023
• What the ISO/IEC 27001 doesn’t cover: The certification relates only to the hosted solution - Radar Healthcare
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

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+; DSPT
• Information security policies and processes: We have 2 policies that relate to information security; Security Policy and Business Continuity and Disaster Recovery policy. These policies set out the reporting structure up to the Technical Director and what should happen if an information breach occurs.; ; Regular audits are performed to ensure the policies are being followed and new staff as part of their induction are trained on the policies to ensure that they fully understand

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: All amendments to systems will be subject to a change control request completed in advance with a fully detailed explanation of the need for and purpose of the change. Approval will be sought from the Client for each change.; ; When we believe that a new software build is fit to be deployed we follow a Change Control Process that involves several steps to ensure successful deployment and testing. This is detailed in the Project Management Procedures document.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our hosting partner Redcentric manages all our virtual servers to ensure that any OS vulnerabilities are managed and patched as required.; ; Our software uses automated testing techniques to check for vulnerabilities as part of our Agile development process.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our hosting partner Redcentric manages all our virtual servers to ensure that any OS vulnerabilities are managed and patched as required. They have full monitoring in place on all of the servers to ensure that any issues are identified and dealt with quickly.
• Incident management type: Supplier-defined controls
• Incident management approach: The Radar Healthcare Business Continuity and Disaster Recovery plan consists of the arrangements in the event of a serious interruption to our business. Its aim is to minimise disruption of essential activities and the consequent financial impact including customer impact. The principal emphasis is on the response to the incident and not the cause of the incident. Incident reports are provided to clients via email or other means if necessary. Users can report incidents to our dedicated support line via phone, email or webpage.

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:
  • Public Services Network (PSN)
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Radar Healthcare, as a national organisation, with an extensive number and variety of activities recognises and understands that our activities affect the environment and the communities in which we operate. We take our responsibility very seriously to identify and manage these impacts as effectively as possible.; ; • Reduce paper consumption. ; • Increase recycling for ourselves and that of our customers via purchasing with waste avoidance, closing the recycling loop and with reduction of environmental impacts in mind. ; • Striving towards zero waste to landfill through waste reduction, reuse, and recycling. ; • Encourage green travel plans for staff and continue to encourage the use of video and telephone conferencing where possible; deliver a travel plan to reduce single occupancy vehicle use to our customer sites; implement measures to encourage walking, cycling and the use of public transport as principal modes of commuting and business travel for our employees. ; • Communicate our environmental policy and strategy to employees and other stakeholders and to raise awareness amongst these groups of their own environmental responsibilities and requirement to commit to environmental improvements. ; • Influencing the events, we support through our sponsorships to be carbon neutral and low waste. ; • Continual monitoring will assist us to deliver the overall aim to improve the environmental performance of the organisation and to comply with environmental legislation.

  Equal opportunity

  Radar Healthcare is committed to offering Equal Opportunities in employment and welcomes applicants from all sections of the community. Through our Head of People and Culture and business mission statement, we do not discriminate, directly or indirectly, on any grounds, in particular (and not exhaustively) on grounds of race, colour or origin, religion, sexual orientation, marriage, disability, age, or beliefs. In addition, ongoing employee surveys characterised by anonymous feedback are regularly undertaken through independent consultants to measure culture and overall diversity and inclusion metrics.

  Wellbeing

  At Radar Healthcare we are passionate about creating a supportive, informed environment to promote better mental and physical health within the workplace. The pandemic was a challenging time, particularly for people’s mental health. Therefore, we made the decision to take direct action to support our staff and encourage them, our supply chain and our customers to join us in the endeavour. ; ; • Enrol more staff on the Mental Health First Aiders (MHFA) course; • We also ensure that all staff know how to access Radar Healthcare’s MHFAs and ensure that the MHFAs create safe spaces for staff to talk openly and honesty about their mental health. ; • We actively promote a "speak up" culture by signposting all new staff to their MHFAs and demonstrating how to access support. ; • We run regular internal campaigns to promote positive mental health, such as our monthly Better Mental Health campaign which is run through the Radar Healthcare internal newsletter. ; • We reviewed the full staff benefits offering and this now includes a focus on mental and physical health, to include a healthcare and employee assistance program.; • To further support both mental and physical health we also have a flexible working culture, both in terms of work locations and hours. Staff are provided with the necessary equipment and tools to achieve their work in a safe and non-damaging way, such as provision of desks, ergonomic chairs, and "healthy" VDU equipment.

Pricing

• Price: £20,000 a unit a year
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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