JAYEX LIMITED

Connect

Jayex’s Patient Check-In and Patient Calling systems streamline healthcare reception by enabling patients to check-in via touchscreen or mobile devices, reducing queues and administrative workload.

Integrated with clinical systems, the solutions improve waiting-room communication and patient flow, enhancing satisfaction and operational efficiency across practices, clinics, and hospitals.

Features

• Touchscreen and mobile patient self check-in
• Real-time patient calling and queue management
• Integrated waiting room display and messaging system
• Clinical system integration for appointments and status updates
• Configurable workflows by clinic, service, or practitioner
• Automated arrival, attendance, and DNA status reporting
• Multi-language and accessibility-friendly user interfaces
• Cloud-hosted SaaS with fully remote management and updates
• Real-time operational and utilisation reporting
• Secure, NHS-aligned data handling and access controls

Benefits

• Reduce reception workload and manual patient administration
• Improve patient flow and waiting room experience
• Shorten queues and perceived waiting times
• Increase appointment efficiency and clinic throughput
• Reduce missed appointments through clear patient communication
• Improve accessibility for diverse patient populations
• Enable staff to focus on patient care, not administration
• Provide clear visibility of waiting room status
• Support consistent patient communication across services and departments
• Deliver scalable digital access without increasing frontline staffing

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

Framework

G-Cloud 15

Service ID

974491666222584

Contact

Michael Wong
02088386222
sales@jayex.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: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Optum EMIS Web, TPP SystmOne, OneAdvanced, Vision, Cerner, RiO, Soliton, Auditbase, Magentus Cris
• Cloud deployment model: Public cloud
• Service constraints: Support is limited to specific hardware provided, maintained and sold by Jayex Limited. The service requires a stable internet connection and access to supported clinical systems for full functionality. ; Planned maintenance is scheduled outside of core working hours wherever possible. Where maintenance is required during working hours, this will be communicated in advance, except where urgent fixes are necessary to maintain service availability or security.
• System requirements:
  • Windows 11
  • Supported Jayex touchscreen hardware
  • Reliable internet connection
  • Supported web browser for administration access
  • Network access to supported clinical systems
  • Power supply and suitable physical installation location
  • Supported Jayex display screens

User support

• Email or online ticketing support: Yes
• Support response times: The Support Centre will allocate a Priority Level to an incident as a result of information eeceived from the site and in conjunction with the Priority Level guidelines below.; Each incident will be assessed individually and the Priority Level assigned based on the Service impact to the site. The incident will be managed and reported in accordance with the Priority Level. The Priority Level of an incident may be altered as events proceed.; ; Priority 1 - High - < 2 working hours; Priority 2 - Medium < 1 working day; Priority 2 - Low - Agreed with site
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• 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: Support is available Monday to Friday, 08:30–17:00 (UK business days) via telephone, email, or the Jayex support portal, and covers incident logging, investigation, and remote resolution under defined service targets. ; ; We aim to rectify incidents within 24 working hours of notification, with clear communication if additional time is required. Where resolution is not possible within the standard period, escalation to senior support staff is available.; ; Support services are included in the service cost. Enhanced or out-of-hours support can be provided by separate agreement and pricing.; ; To improve responsiveness and reduce the need for on-site visits, Jayex uses remote monitoring and management capabilities to securely monitor customer endpoints and assist with diagnosis and resolution where appropriate. This approach enables faster identification and, often, correction of issues without reliance on practice staff or attendance, helping reduce disruption to clinical operations.; ; Customers have access to defined escalation routes and can be assigned a named support contact or technical account manager by agreement.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Jayex supports customers through a structured onboarding process to help users start using the service quickly and effectively. This includes initial setup and configuration, remote onboarding sessions, and guidance tailored to local workflows.; ; Training is provided remotely for administrative and clinical staff, supported by user documentation and guidance materials. Where required, additional training or on-site support can be provided by agreement and additional cost. ; Ongoing support is available through the Jayex support service once the system is live.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: Only reporting and statistical data is held.; At the end of contract, there will be no data to extract from the patient side, as data is held within the client's own Electronic Patient Record
• End-of-contract process: Customer are required to provide at least a 30 day notice period. Upon request, the agreement will not auto renew. Customer will internally agree step down pathways and business continuity approach. We will support this process for smooth transition.; ; If no termination request is received, the agreement will auto-renew for 12 months.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Onboarding and offboarding documentation is made available to customers through secure, online knowledge resources. ; ; Jayex uses Confluence, an online platform to host user guides, onboarding materials, and configuration guidance, which are accessible to authorised users at any time.; ; Support articles, help content, and service guidance are available through the online portal, enabling users to access relevant information and raise support requests where required. Documentation is kept up to date and aligned with service changes, and support staff can direct users to relevant materials during onboarding, live service, and offboarding activities.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Linux or Unix
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Patients are able to access the self check in process through their mobile device and can help avoid queues at your Check In touchscreens.; ; Patients can access Mobile Check In by scanning a QR code which is unique to your service. We supply a digital copy of a poster incorporating the QR code at no additional cost, you can print as many copies of this poster as required and put them up in your entrance area. ; ; Our Connect system uses the location of the patient’s mobile device to ensure that they have actually arrived when using Mobile Check In.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The service is accessed through a combination of user interfaces depending on role. ; Patients interact via touchscreen kiosks or on-screen displays within the waiting room. ; Staff access the service through a secure web-based interface to manage queues, patient calling, and configuration. ; ; Administrative access is provided via a browser-based management interface for reporting, configuration, monitoring and billing and payment.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Yes – our solution is designed and audited to comply with WCAG 2.2 AA standards. We regularly review accessibility features to ensure they meet NHS and international requirements, supporting patients of all ages and abilities.
• API: No
• Customisation available: Yes
• Description of customisation: The service can be customised to reflect local operational and branding requirements. ; ; Configurable elements include waiting room messages and displays, patient calling workflows, appointment types, language options, accessibility settings, and user permissions.; ; Customisation is carried out through a secure, web-based administration interface and does not require changes to the underlying software.; ; Customisation is performed by authorised customer administrators and, where required, can be supported by Jayex as part of service onboarding or ongoing support.

Scaling

• Independence of resources: The service is delivered using a multi-tenant cloud architecture with logical separation of customer environments. Proactive monitoring of system performance, storage, and network resources is in place. Capacity management and scaling controls ensure sufficient resources are available to each customer, preventing one user’s demand from adversely affecting others.

Analytics

• Service usage metrics: Yes
• Metrics types: On-line dashboard and reports, with additional metrics upon request; Number of patients checked in; Successful check-ins; Failed check-ins; Screen last seen; Uptime; Hardware metrics
• Reporting types: Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: 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: 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:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Data Erasure

Data importing and exporting

• Data export approach: All patient records are stored within their own Electronic Patient Record and there is no requirement for users to export data from within Connect.
• 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: Service availability is supported through defined support hours, proactive monitoring, and incident management processes as set out in the Service Level Agreement.; ; The Service Level Agreement defines incident priority levels, target response times, and escalation procedures to minimise disruption and restore service promptly where issues arise.; ; No service credits or refunds are offered based on availability levels. Where service issues occur, Jayex works with customers to resolve incidents in line with agreed support processes.
• Approach to resilience: Available upon request.
• Outage reporting: Service outages and significant incidents are communicated to customers through multiple channels. Jayex provides status updates via its telephone IVR service, publishes updates on the Jayex website, and makes information available through the support portal. Where appropriate, customers can also raise or track incidents through the support portal to receive further updates from the support team.

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 to management interfaces is restricted to authorised users through role-based access controls using unique usernames and strong passwords. Multi-factor authentication is enforced for administrative and support access. Management interfaces are accessible only from approved network locations.; ; Support channels are controlled through authenticated support systems, with access protected by multi-factor authentication. Session timeouts are enforced to reduce the risk of unauthorised access from inactive sessions.
• 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: 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: You control when users can access 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

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 operate a comprehensive set of policies, mandatory training of employees and various level of security controls, online monitoring, internal and external audits as well as regular management reviews help us keeping control over information security.; ; All ISO 27001 requirements and controls are implemented in practice. All employees must pass mandatory information security specific assessments and our annual ISO 27001 external audit verifies our compliance with requirements.; ; Quarterly Management Review meetings are primary reporting body and any necessary issues can be raised to the Board.; ; We also comply with the NHS Digital Technology Assessment Criteria (DTAC) including Data Security and Protection Toolkit and Cyber Essentials and Cyber Essentials Plus. With penetration testing by a CREST accredited organisation at least yearly.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All service components are managed through formal, ITIL-aligned configuration and change management processes. Service components are tracked throughout their lifecycle, from deployment through update and retirement.; ; Proposed changes are assessed, approved, and tested prior to release, with specific consideration given to potential security, availability, and operational impacts. Changes are implemented in a controlled manner to minimise risk and service disruption.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Jayex is a signatory to the Cyber security charter for suppliers to the NHS.; Critical risk vulnerabilities – 2 Business days; High risk vulnerabilities – 5 Business days; Jayex receives information on cyber alerts from the NHS England’s threat intelligence team published on NHS England’s public facing website
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Protective monitoring is used to identify potential compromises through the review of system logs and alerts. Suspected security events are assessed and prioritised, with appropriate containment and remediation actions taken. Confirmed security incidents are logged and managed through the organisation’s ISO 27001-aligned information security management processes, with response actions initiated promptly in line with incident severity to reduce risk and prevent recurrence.
• Incident management type: Supplier-defined controls
• Incident management approach: Jayex operates defined, ITIL-aligned incident management processes for common service events. Incidents are categorised and prioritised based on impact and urgency in line with documented procedures.; ; Users can report incidents via telephone, email, or the Jayex support portal. All incidents are logged, tracked, and managed through the support system until resolution.; ; Customers are kept informed through status updates and follow-up communication. Incident reports and records are available on request and are used to support service improvement and, where applicable, root cause analysis.
• Post-quantum cryptography secure: No

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

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: 10%
• Between £500,001 and £1,000,000: 15%
• Between £1,000,001 and £2,500,000: 20%
• Between £2,500,001 and £5,000,000: 20%
• Over £5,000,001: 20%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: Friday 16 January 2026
• What the ISO/IEC 27001 doesn’t cover: Our ISO/IEC 27001 certification applies to the information security management system supporting Jayex Limited’s in-scope products and services. It does not extend to customer-owned environments, third-party systems outside our control, or business activities explicitly excluded from the ISMS scope.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: C02d4609-6d08-44df-bf4b-efe6e5397096
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 6d5f691e-5829-4eec-9ed6-ff8cf6ea1343
• Other security certifications: Yes
• Any other security certifications:
  • DTAC
  • DSPToolkit

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

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain

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