Zymego

Zymego Now

Zymego handles late cancellations and manages bookings for you and your patients, around the clock.

Features

• Automatically schedule late cancelled appointments
• Patients join a waitlist to get an earlier appointment
• Patients can cancel and change an appointment
• Patients can book an appointment
• Patients can request convenient dates for appointments
• Phone key pad access for those without a browser
• Clinic control over appointment types for rebooking
• Integrations to primary and secondary care EPRs
• NHS Login for patients
• NHS Compliance - I1M / DTAC / DCB0129

Benefits

• Save 80% of clinician time on online triage/chat
• Save 30% of admin time on clinic phone calls
• Reduce patient waiting lists - automatically fill vacant appointments
• Reduce 'No shows' with accessible patient appointment management
• Reduce clinic administration time and calls
• Reduce administration workload and staff stress
• No staff training - fast implementation in 90 minutes
• Increased patient satisfaction - reducing staff stress
• Digital equality - web browser or phone key pad access
• Easy access - No App required and use NHS Login.

£1,250 a licence a month

• 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 philip.daniels.may@zymego.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

964677459433662

Contact

Philip Daniels-May
0046793415147
philip.daniels.may@zymego.com

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Zymego is fully integrated into EMIS Web, TPP SystmOne, Cerner and other EPRs systems. It works in the background of the EPR so there is no training required for staff. Integration also possible to clinic phone systems for same functionality, using a phone keypad, instead of a web browser.
• Cloud deployment model: Public cloud
• Service constraints: None.
• System requirements:
  • No system requirements
  • Web browser to access the customer portal

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We provide a response usually within 24 hours, during the operation hours of 0800-1600 GMT Monday-Friday.
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: No
• Onsite support: No
• Support levels: We provide customer and technical support 0800-1600 GMT Monday to Friday.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: During our onboarding process we provide the users (clinics) with written and other material documenting the onboarding process itself as well as our system’s functions, examples of best practice and frequently asked questions.; ; Questions not covered by these materials are answered as they arise. We support clinics in making the transition by going through the technical, administrative and procedural steps necessary together and demonstrate both the patient facing web app and the clinic facing customer portal to the users. ; ; We provide material as well as help update existing ways of communication with the patients. Once set up our system works in the background and clinics continue working in their EPR system as before. This means very little training is needed for staff. ; ; Training for all staff in how to work in the customer portal is provided on request.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: As part of the off-boarding process any data that the user is a controller over will be either removed or transferred to an agreed upon safe storage. Most data is already in the control of the user in their EPR system.
• End-of-contract process: Everything in the defined off-boarding process is included in the price.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The Zymego patient facing service is fully compatible with mobile devices. While the core functionalities remain the same, you might notice some differences tailored for the mobile experience. The interface is optimised for touchscreens and smaller displays, and some complex features are streamlined for on-the-go use.; ; The customer portal has been optimised for a desktop browser experience.; ; share
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Customers have a Portal which interfaces with Zymego to enable clinic specific configurations and the review performance data.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Our customer portal meets WCAG 2.1 AA and EN 301 549 standards, ensuring accessibility for users with disabilities. We’ve conducted interface testing with users of assistive technologies, including screen readers and speech recognition software. Our testing involves automated checks, manual testing, and feedback from users with disabilities. We ensure all elements of our interface are accessible and functional with assistive technology. We continuously improve our interface based on these tests, ensuring usability for all users, including those relying on assistive technologies.
• API: No
• Customisation available: Yes
• Description of customisation: Customers can customise the service in the sense that they can configure the booking types, etc. but no customisation to the look and feel of the product.

Scaling

• Independence of resources: We prioritise user experience by ensuring resource independence. Our APIs have passed the EPR provider assurance process, to ensure Zymego meets the requirements of the NHS SLAs. We continuously monitor and scale our resources to maintain consistent performance and a smooth user experience for everyone.

Analytics

• Service usage metrics: Yes
• Metrics types: Customers can view and download metrics related the Zymego services including appointment types and slots filled for the clinic.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• 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
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Authorised users can request access to data extract via a support ticket.
• Data export formats: Other
• Other data export formats: Any agreed format
• Data import formats:
  • CSV
  • Other
• Other data import formats: None. Data used by Zymego is done via api access

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: Zymego guarantee a high level of availability for our service, aiming for 99.9% uptime. This is outlined in our Service Level Agreement (SLA), which all customers agree to upon signing up for our service.; ; Our SLA includes a commitment to maintaining this level of availability, and we have robust systems and processes in place to ensure we meet this target. This includes redundant systems, regular maintenance, and a dedicated team monitoring our services.; ; Please note, this SLA excludes the API access to the customers EPR system and related infrastructure related to Zymego’s access to patient appointment data, or any related NHS services such as NHS Login and NHS networks such as HSCN.; ; In the event that we do not meet our guaranteed level of availability, customers will receive a credit towards their next billing cycle proportional to the amount of time that the service was unavailable, beyond the 0.1% downtime outlined in our SLA and subject to them not being part of a free trial period.; ; We understand the importance of availability for our customers and are committed to providing a reliable and consistent service, within the scope defined by our SLA.
• Approach to resilience: Available on request.
• Outage reporting: We currently use email alerts. Our roadmap includes alerts in the dashboard of the customer portal.

Identity and authentication

• User authentication needed: Yes
• User authentication: Other
• Other user authentication: NHS login, CIS2 login
• Access restrictions in management interfaces and support channels: CIS2 login. Access control on care unit level. i.e. connect accounts to care units.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Other
• Description of management access authentication: NHS login, CIS2 login.

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get 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: BSI
• ISO/IEC 27001 accreditation date: 31/10/2024
• What the ISO/IEC 27001 doesn’t cover: ISO/IEC 27001 provides a comprehensive framework for managing information security, it does not dictate specific security measures, risk acceptance levels, risk assessment methods, or selection of security controls. These decisions are left to the discretion of the Zymego management team, allowing for flexibility based on the organisation’s needs and risk tolerance.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• 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
• Information security policies and processes: We prioritise information security through a comprehensive set of policies and processes:; ; Data Protection: Granular access controls, data encryption (at rest and in transit), and vulnerability management safeguard user data.; ; Incident Response: A dedicated team has a well-defined plan to swiftly identify, contain, and remediate security incidents.; ; Policy Enforcement:; ; Dedicated Security Team: Oversees implementation and enforcement.; ; Regular Reviews: Policies are constantly updated to adapt to evolving threats.; ; Employee Training: Security awareness training instills a culture of responsible data handling.; ; Monitoring and Reporting: Continuous monitoring and reporting of suspicious events ensure prompt action.; ; This multi-layered approach guarantees consistent policy application and prioritises user data protection.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Security is considered in the initial development of the features and testing is done to validate security. Review processes of changes are implemented.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Security is considered in the life cycle of feature development, etc. Any security reports are handled by the technical team and have the highest priority and patches are deployed ASAP.; ; Utilising vulnerability scanning and security reports
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Monitoring of logs for unexpected events, vulnerability scanning and pen testing. Incidents are tracked according to the process setup via ISO27001 and are handled by the technical team. These incidents have the highest priority and are dealt with ASAP.
• Incident management type: Supplier-defined controls
• Incident management approach: Zymego has pre-defined processes for common incidents. Users can report incidents via our support email and later on our customer portal. Post-resolution, we provide incident reports detailing the issue, resolution steps, and preventive measures. Our approach is comprehensive, user-focused, and transparent. All process are also compliant with DCB0129.

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 v3.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks:
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Reduced Travel: ; By minimising missed appointments and facilitating virtual consultations, Zymego reduces unnecessary patient travel, leading to a decrease in carbon emissions associated with transportation.; ; Paper Reduction: ; Zymego's digital appointment management system eliminates the need for paper-based appointment reminders and scheduling, contributing to a reduction in paper waste.; ; Capacity Efficiency:; By reducing wasted patient appointments, Zymego enables a more sustainable healthcare system by optimising resource utilisation. This includes maximising the use of resources allocated to each appointment, such as clinician time, travel, and energy required for heating, lighting, and computing. These resources would be wasted if the appointment did not take place.

  Covid-19 recovery

  Reducing Wasted Appointments:; ; Reduce empty appointments: ; Zymego actively reduces the number empty appointments from late cancellations through automated scheduling options, and improved communication with patients. This frees up valuable clinician time and resources that would otherwise be wasted on trying to fill appointments.; ; 2. Efficient Appointment Flow:; Zymego's intelligent scheduling system helps manage appointment bookings efficiently, reducing the administrative burden on healthcare staff. This allows them to focus on patient care rather than administrative tasks.; ; 3. Facilitating Virtual Consultations:; Remote Care Delivery: Zymego enables efficient scheduling of virtual consultations, reducing the need for in-person appointments and minimising the risk of Covid-19 transmission within healthcare settings. This allows for efficient care delivery while managing physical distancing protocols.; ; 4. Resource Allocation Efficiency:; Matching Demand with Availability: Zymego's data-driven matching algorithms, help healthcare providers match patient needs with available clinician time and resources. This ensures optimal resource allocation and reduces the strain on limited staff and facilities.; ; 5. Improved Access to Care:; Reduced Appointment Backlog:; By reducing empty appointments and optimising scheduling, Zymego helps reduce the backlog of patients waiting for care. This leads to quicker access to necessary medical services, particularly important during the post-pandemic recovery phase.

  Tackling economic inequality

  Economic inequality often translates to disparities in healthcare access. Patients from lower socioeconomic backgrounds may face challenges like transportation difficulties, inflexible work schedules, and language barriers, leading to missed appointments, delayed care, and ultimately, poorer health outcomes.; ; Zymego's solution tackles these issues by:; Flexible Scheduling: ; Extended appointment options cater to busy schedules, making healthcare more accessible.; ; Efficient Scheduling of Virtual Consultations: ; Eliminate travel barriers for those with transportation limitations.; ; Mother Tongue Language: ; Built-in language options ensure clear communication regardless of language proficiency.; ; By removing these barriers, Zymego empowers patients from all backgrounds to access healthcare more easily.; ; Furthermore, economic inequality can lead to higher healthcare costs due to missed appointments, wasted resources, and delayed treatment. Zymego helps by:; ; Minimising Missed Appointments: Automated appointment scheduling and improved patient empowered appointment rescheduling significantly reduce No show rates, optimising resource utilisation.; ; Early Intervention: Timely access to care through efficient scheduling of appointments enables early diagnosis and treatment, potentially preventing more costly interventions later.; ; By optimising resource allocation and preventing unnecessary costs, Zymego contributes to a more equitable and sustainable healthcare system for all.

  Equal opportunity

  Beyond economic disparities, various barriers limit healthcare access for marginalised communities and individuals, including:; ; Physical/Sensory Disabilities: Navigating appointments commitments can be extremely challenging.; Language Barriers: Limited English proficiency hinders effective care delivery and patient understanding.; Cultural Differences: Beliefs and practices may influence healthcare utilisation, leading to potential hesitancy.; ; Zymego tackles these issues through:; ; Easy Appointment Rescheduling : Patients have ability to easily reschedule their appointments and request earlier slots. This empowers them to manage they access to healthcare with less stress, as they manage their ability to attend appointment.; Mother Tongue Language: Built-in language options to enable patient access to healthcare appointments, earlier appointments and rescheduling, regardless of language.; Culturally Sensitive Design: Adaptability to diverse preferences fosters better understanding and trust.; By removing these barriers, Zymego empowers marginalised communities to access NHS services effectively, leading to:; ; Improved Patient Outcomes: Timely care and clear communication contribute to better health for all.; Reduced Healthcare Disparities: Addressing access barriers helps close the gap in healthcare.; Enhanced Patient Satisfaction: Increased accessibility and culturally sensitive care lead to greater satisfaction and trust.; Zymego promotes equal opportunity and access, creating a more inclusive and equitable healthcare system that benefits both patients and the healthcare system itself.

  Wellbeing

  The NHS Long Term Workforce Plan outlines the critical need to address workforce wellbeing and reduce burnout among healthcare professionals. Zymego's solution directly contributes to this goal by:; ; Reduced Patient Stress:; ; Automated Appointment Rescheduling: Enabling patients to easily reschedule an appointment, when necessary, reduces the patients anxiety and the associated stress on healthcare staff who need to manage rebooking and follow-up.; ; Improved Communication: Clear communication through the platform ensures patients are well-informed and prepared for appointments, further reducing the potential for misunderstandings and stress.; ; Improved Staff Wellbeing:; ; Optimised Appointment Flow: Zymego's intelligent scheduling system helps manage appointments efficiently, following clinic rules, minimising the administrative burden on staff and freeing up valuable time for patient care.; ; Reduced Administrative Tasks: Automated appointment scheduling streamlines administrative tasks, allowing staff to focus on clinical duties and patient interaction.; ; By minimising stress and workload for both patients and healthcare professionals, Zymego contributes to a more positive and sustainable work environment within the NHS. This aligns with the goals outlined in the Long Term Workforce Plan, promoting staff wellbeing and potentially reducing burnout rates.

Pricing

• Price: £1,250 a licence a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Zymego offers a four month free trial for NHS England GP Practices, using EMIS Web or SystmOne EPR systems. This free trial includes onboarding with online training (for up to 3 clinic administrations, including the practice manager) and patient facing marketing content and collateral.

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 philip.daniels.may@zymego.com. Tell them what format you need. It will help if you say what assistive technology you use.