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DOC ABODE LTD.

Healthcare eScheduling Services

Designed specifically to reduce the burden of workforce scheduling for NHS teams, Doc Abode autogenerates team schedules for rapid response and planned care, creating an optimal staff allocation and continuity of care for patients.
The dynamic scheduling is design to organise MDTs when a rapid, priority response is required.

Features

  • Automated allocation for staff scheduling
  • Reporting in real time and with pre-configured dashboards
  • Real-time staff location and status available
  • Built -in staff & patient emergency alert process
  • Automated patient details look up
  • Automated route planning using mobile app
  • Optimised route planning based on proximity and patient location
  • Built-in secure phone and video triage capability
  • Secure management of patient information accessed via secure access
  • Seamless matching of non-clinical patient needs and staff skills

Benefits

  • Improved productivity and reduction in cost per contact
  • Detailed reporting via Power BI or alternative data visitation app
  • Lone worker safety and improved staff allocation
  • Improvements to staff and patient safety
  • Reduce data entry burden and improves data quality
  • Reduced admin time and increases staff visit capacity
  • Supports drive to net zero with reduction in travel miles
  • Simple click-to-call/video from with the app
  • Improved organisation IG and supports move to paper-lite
  • Improved patient experience through language and skills matching

Pricing

£47,250 a licence a year

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

Framework

G-Cloud 14

Service ID

9 7 1 2 5 8 3 5 4 2 5 5 9 7 3

Contact

DOC ABODE LTD. Taz Aldawoud
Telephone: 0300 033 1800
Email: taz@docabode.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
EPR SystmOne

Cloud Telephony Babble Cloud
Cloud deployment model
Private cloud
Service constraints
We shall use commercially reasonable endeavours to make the Services available during the hours of operation, except for all planned maintenance which will be communicated to the Customer no later than 2 weeks prior to the maintenance.

Planned maintenance will be scheduled to minimise disruption to the Service and aligned to the Customer’s business continuity plan for the Services; and unscheduled maintenance performed outside Normal Business Hours.
System requirements
  • IOS version 11 and higher
  • Android version 10 and higher
  • Google Chrome or Microsoft Edge
  • Internet connection

User support

Email or online ticketing support
Email or online ticketing
Support response times
Depending on priority of the support required and purchased:

PO: 60 minutes (Service is down;Services system, application or critical feature/function is down)

P1: 4 hours (Local emergency [single user, non-critical but still urgent functionality])

P2: 8 hours (Service impaired; a major feature or function is not working correctly and is blocking partial use of the system, whilst other functionality is working correctly)

P3: 12 Hours (Minor issue; is impacting usability of the system but a workaround is available and major features/functions are working correctly)
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Yes, at an extra cost
Web chat support availability
9 to 5 (UK time), 7 days a week
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
We use industry leading Web Chat technology (Intercom) which has been tested and is accessible and compliant with the Web Content Accessibility Guidelines 2.0 Level AA.

We create a test workspace for all prospective Customer assistive technology users to ensure this meets their requirements and make necessary adjustments if not.
Onsite support
Onsite support
Support levels
Support is available at two levels:

-In-hours - 9am to 5pm Mon to Fri - 5% of Total Month Recurring Service Fees

-Extended Hours 8am to 8pm 7 days a week - 10% of Total Month Recurring Service Fees

Cloud support engineers are available as required.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Clients have a range of materials to support the on-boarding and adoption of Doc Abode eScheduling service.

Onsite and remote training - Training for both administrators and field based users can be conducted either onsite or via a remote training session.

Training materials are available online via a secure area in PDF and video format. These are accessible by all team members and made available for the training of any new staff members.

The library of materials are maintained and updated on an ongoing basis.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Whilst some operational data can be extracted via the user interface, a full extract would be provided by Doc Abode as part of the off-boarding process
End-of-contract process
At the end of a contract the client will go through a structured off -boarding process.
The off-boarding process will have particular focus on the Information Governance compliance for NHS Providers.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Chrome
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The Desktop service is designed for administrator use.
The Mobile service is designed for front-line field based service use.
Service interface
Yes
User support accessibility
None or don’t know
Description of service interface
Web and mobile interfaces are available for users to interact with the service, for example to manage jobs and users
Accessibility standards
None or don’t know
Description of accessibility
Perceivable: Users are be able to perceive the content in some way, using one or more of their senses. Images that convey meaningful information have alternative text provided.
Operable: Users are be able to control UI elements. For example, all functionality like buttons and form elements can be accessible using keyboard controls.
Understandable: The content is understandable to its users. That means things like the language of the page is detectable in the code.
Robust: Content is developed using well-known and adopted web standards. Code is easily parsed and interpreted by different browsers/user agents like screen readers.
Accessibility testing
We use industry leading technology which has been tested and is accessible and are working towards Web Content Accessibility Guidelines (WCAG) 2.1 level AA.

We create a test workspace for all prospective Customer assistive technology users to ensure this meets their requirements and make necessary adjustments if not.
API
No
Customisation available
Yes
Description of customisation
Following an initial requirements gathering exercise the service can be customised to the unique requirements of a provider's needs. These are typically the rules applied by the provider to deliver a commissioned services e.g. time to respond, clinical safety requirements.

The service can be customised at service launch or through a change request process "in-life".

Requirements for customisation are led by the engagement of a Doc Abode Business Analyst with the provider's service operational lead.
In-life changes can be made by nominated "super-users" via an agreed change management process.

Scaling

Independence of resources
Doc Abode's provisioned cloud infrastructure is designed to automatically scale up and down according to demand, meaning that any issues related to high demand can be mitigated

Analytics

Service usage metrics
Yes
Metrics types
Doc Abode provides a standard reporting Dashboard for the eScheduling service using Microsoft Power BI.

Metrics are categorised under Patient, Clinician, Event and Geography. Under these categories clients can drill into specific service usage categories.

Direct access to the reporting database can be provided allowing Customers to visualise in their preferred BI tools such as Tableau.
Reporting types
  • API access
  • 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
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
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 SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
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
Users can export a summary of operational data from the user interface in CSV format.
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)

Availability and resilience

Guaranteed availability
Services shall be available 99.95% during Normal Business Hours and 99.93% outside of Normal Business Hours.
Users are refunded pro-rata for service non-availability outside these SLAs.
Approach to resilience
Our databases have 35 day point-in-time recovery, plus periodic backups, which can restore data in the case of rectifying inaccurate data. Access controls are managed through the AWS platform via restricted administrator access privileges.

AWS is a highly resilient NHS Digital approved secure cloud platform (https://aws.amazon.com/compliance/data-center/controls) providing best in class Business Continuity Planning and disaster recovery planning to take steps before, during and responding rapidly after any critical event.
Outage reporting
Service outages are reported via email alerts.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
Client defines a list of "Super-Users" that act as authorised contacts for Doc Abode to engage with to manage changes and support channels.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password

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
At least 12 months
Access to supplier activity audit information
Users contact the support team to get 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

Standards and certifications

ISO/IEC 27001 certification
No
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
NHS Data Security and Protection Tool Kit

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
No
Security governance approach
Working towards ISO 27001
Information security policies and processes
The Doc Abode solution architecture is hosted on the NHS Digital approved secure AWS cloud platform. Alignment with ISO 27018 demonstrates that AWS has a system of controls in place that specifically addresses the privacy protection of AWS customers’ content.

Alignment with the ISO 27018 code of practice provides assurance that:
• Customers control their content.
• Customers’ content will not be used for any unauthorised purposes.
• Physical media is destroyed prior to leaving AWS data centres.
• AWS provides customers the means to delete their content.
• AWS doesn’t disclose customers’ content unless required to do so in order to comply with a legally valid and binding order.

Please see https://aws.amazon.com/s3/faqs/
And
https://aws.amazon.com/blogs/security/aws-obtains-iso-27018-privacy-certification/

All application data, whether identifiable information or not, is encrypted in transit through the use of technology such as HTTPS (TLS) and OAuth 2.0.

Also working towards ISO 27001

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Gitlab is used to store the service code base. All changes to the code based are logged and can be tracked using Gitlab.
All staff that have access to code change requests. A sub-set of staff are authorised to deploy any changes into the live code base following relevant code review process.
During the that code review process potential security impacts are assessed.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Server side OS is managed by suppliers through defined SLAs.
Deployment of patches to the Doc Abode service will depend on the identified threat and they are resolved in line with our support prioritisation hierarchy. Dependency vulnerabilities are monitored using Snyk and high risk vulnerabilities are patched at the earliest opportunity
Potential threats are assessed using out regular pen testing process and through regular monitoring of the https://owasp.org/www-project-top-ten/ log of threats.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Doc Abode use combination of AWS Cloud Watch and Sentry to monitor the application.
Potential threats are assessed using out regular pen testing process and through regular monitoring of the https://owasp.org/www-project-top-ten/ log of threats.
Doc Abode carries out regular automated penetration testing.
Incident management type
Supplier-defined controls
Incident management approach
Incident management, data security and protection breach reporting system is in place through:

List routes available for staff to report data security and protection breaches and near misses.

List of all data security breach reports in the last twelve months with action plans.

The Board or equivalent is notified of the action plan for all data security breaches.

Individuals affected by a breach are appropriately informed.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Social Value

Social Value

Social Value

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

Fighting climate change

The implementation of Doc Abode's eScheduling system aligns with NHS sustainability goals, fostering effective stewardship of the environment. By adhering to the NHS's net zero greenhouse gas emissions targets, the system delivers additional environmental benefits in healthcare service provision.

Optimised Travel Routes: Doc Abode's dynamic scheduling optimises travel routes for healthcare professionals, reducing unnecessary mileage and carbon emissions associated with staff travel.

Reduced Paper Usage: The system's digital nature eliminates paper-based scheduling, aligning with the NHS 'PaperLite' sustainability objectives and reducing resource consumption and carbon footprint linked to paper production and disposal.

Optimised Resource Allocation: Dynamic scheduling minimises travel time and mileage, curbing carbon emissions associated with staff travel.

Reduced Missed Appointments: Real-time visibility and automated notifications diminish missed appointments, reducing carbon emissions from wasted trips.

Efficient Resource Utilisation: Doc Abode's automated scheduling enhances staff time utilisation, reducing energy consumption and emissions associated with underutilised resources.

Lower Carbon Impact of Hospital Stays: Facilitating early discharge and home-based care reduces hospital bed occupancy, resulting in lower energy consumption and emissions.

Improved Overall System Efficiency: Streamlined healthcare operations lead to reduced energy consumption and emissions across the healthcare network.

In conclusion, Doc Abode's eScheduling system supports environmental protection and improvement by optimising resource allocation, reducing missed appointments, and enhancing overall system efficiency. This adoption underscores a commitment to sustainable healthcare practices, contributing to the fight against climate change.

Covid-19 recovery

During the COVID-19 pandemic, Central and North West London (CNWL) NHS Foundation Trust faced significant challenges in vaccinating housebound and care home patients. The programme’s complexity grew due to increased volume, speed, and sequencing of visits, compounded by workforce shortages.

In response, CNWL's Integrated-Adult-Services collaborated with Doc Abode to co-design a solution. Doc Abode swiftly adapted its software, resulting in a 96% increase in productivity and saving 234 days of frontline clinical time annually.

This partnership not only facilitated the efficient deployment of staff but also played a crucial role in supporting people and communities affected by COVID-19, particularly those who were most vulnerable or shielding.

By streamlining the vaccination process, Doc Abode's solution alleviated the burden on patients and caregivers, ensuring timely access to vital healthcare services. This support was instrumental in helping individuals manage and recover from the impacts of the pandemic, reducing the strain on health and care services.

Moreover, the collaboration between CNWL and Doc Abode contributed to supporting the physical and mental health of individuals affected by COVID-19. By enabling swift and efficient vaccination, the solution helped mitigate the spread of the virus, thereby reducing the demand on healthcare services and preventing further illness.

Additionally, the improved coordination of resources and streamlined scheduling enhanced patient safety and well-being, promoting a faster recovery and minimising the risk of adverse health outcomes.

Doc Abode's eScheduling application continues to be utilised for COVID-19 vaccinations, in addition to administering flu, pneumococcal, and shingles vaccines. This comprehensive approach ensures that individuals receive necessary vaccinations promptly, further contributing to the management and recovery from the impacts of COVID-19.

Overall, the innovative partnership between CNWL and Doc Abode demonstrates the importance of technology in addressing healthcare challenges and supporting community well-being during times of crisis.

Tackling economic inequality

Doc Abode's eScheduling system tackles economic inequality by revolutionising healthcare delivery. By optimising workflows and resource allocation, it modernises delivery methods, fostering efficiency and reducing reliance on costly agency staff.

Moreover, Doc Abode's scalable technology ensures future-proof methods, supporting the evolving needs of healthcare delivery. Through dynamic scheduling and data-driven decision-making, it enhances productivity and reduces unwarranted variations in care provision, aligning with NHS priorities for efficiency and effectiveness.

The system's impact extends beyond financial savings. It enables enhanced workforce capacity by releasing frontline clinical time and promotes equitable access to care by leveraging a geographically dispersed workforce. By matching clinicians with patients based on individual preferences, it ensures tailored care delivery and improves patient satisfaction.

Doc Abode's comprehensive approach also enhances patient safety features, such as real-time alert systems and personalised care assignments. These innovations not only improve clinical outcomes but also contribute to keeping patients safer at home for longer, reducing pressures on emergency services and promoting a more resilient healthcare system.

In summary, Doc Abode's eScheduling system exemplifies a transformative solution, driving economic equality, scalability, and future-proofing in healthcare delivery.

Wellbeing

The implementation of Doc Abode's eScheduling system not only enhances healthcare delivery but also promotes health and well-being while fostering community integration by:

Supporting Health and Well-being: Doc Abode's system takes action to support the health and well-being of the workforce by streamlining scheduling processes, reducing administrative burdens, and ensuring safer working conditions for healthcare professionals. This contributes to staff morale and job satisfaction, ultimately enhancing the overall well-being of the workforce.

Influencing Staff, Suppliers, Customers, and Communities: Through the delivery of the contract, Doc Abode influences various stakeholders to support health and well-being. By promoting efficient scheduling and timely access to care, it positively impacts patient health outcomes and fosters community engagement. Patients and their families become more involved in their care, leading to a sense of empowerment and ownership over their health.

Improving Community Integration: Doc Abode's real-time scheduling and increased availability of healthcare services strengthen engagement between healthcare providers and the community. By delivering care within the community and reducing hospital admissions through initiatives like early supported discharge and virtual wards, Doc Abode enhances community resilience and integration.

In conclusion, the implementation of Doc Abode's eScheduling system not only delivers social value by enhancing healthcare delivery but also promotes well-being and community integration. Its impact on staff well-being, patient engagement, and community resilience reflects the NHS's commitment to delivering holistic and inclusive healthcare services.

Pricing

Price
£47,250 a licence a year
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 taz@docabode.com. Tell them what format you need. It will help if you say what assistive technology you use.