LENUS HEALTH LTD

Heart Failure Treatment Service

Our service offers personalised care for heart failure patients. Through remote monitoring and regular data collection, we optimise treatment outcomes and improve quality of life.

Features

• Virtual Management Solution: Remote patient monitoring and virtual wards.
• Clinician Dashboard: Intuitive interface for clinician access and insights.
• Patient App Integration: Patients share data seamlessly for analysis.
• Outcome-Driven Messaging: Two-way messaging for patient engagement.
• Questionnaire Integration: Access to various patient-reported outcome measures.
• Connected Device Data: Aggregated physiology and test results displayed.
• EHR Integration: Interoperability with existing EHR systems.
• Educational Content Access: Personalised self-management plans and educational resources.
• Cohort Management: Grouping patients for prioritisation and management.
• Patient Monitoring: Visualise trends and add clinical notes for optimisation.

Benefits

• Enhanced Patient Care: Proactive monitoring for early intervention, reducing hospitalisations.
• Therapy Optimisation: Coordinated care and rapid therapy adjustments.
• Operational Efficiency: Digital channel shifts for outpatient activity, driving efficiencies.
• Improved Survival Rates: Reduced admissions and sustained patient usage.
• Regulatory Compliance: Developed to ISO standards for quality and security.
• Patient Empowerment: Access to health data and self-management tools.
• Cost Savings: Projected annual savings with reduced admissions.
• Clinical Decision Support: Risk prediction models for informed interventions.
• Secure Deployment: Medical device software developed with ISO certifications.
• Positive Patient Experience: Independence and reduced admissions for chronic diseases.

£20,000 to £400,000 a licence 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 tenders@lenushealth.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

974555005062328

Contact

Business Development
0131 561 1250
tenders@lenushealth.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: Patient Management Systems (PMS) Electronic Medical Record Systems (EMRs)
• Cloud deployment model: Public cloud
• Service constraints: Lenus Health’s solutions operate on a Software as a Service (SaaS) cloud model basis, ensuring all software updates are automatically delivered to customers as soon as they are available. Updates are scheduled, in accordance with our standard operating procedures, and customers are informed in advance by our Customer Support Team. Updates are executed, wherever possible, during off-peak hours to ensure disruption to clinicians and impact on patients is minimised.
• System requirements: All system requirements are supported

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Standard support hours are 09:00 to 17:00, Monday to Friday. Response times are categorised by service request priority: Urgent: 1 hour; High: 4 hours; Medium: 8 hours; Low: 16 hours. Response times at weekends, public and bank holidays are negotiated separately.
• 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: Our Customer Support Helpdesk provides first line response to support requests. The service is backed by Microsoft Azure services 24x7, 99.99% availability. Response times are categorised by service request priority: Urgent: 1 hour; High: 4 hours; Medium: 8 hours; Low: 16 hours. P1 - Urgent: Complete loss of an entire service for all users or severe degradation resulting in inability to function; P2 - High: Service functioning improperly resulting in some loss of service/system failure removing service from a number of users; P3 - Medium: Service functioning at less than optimal performance/system problem impacting but not removing service, resolve minor bugs/site errors; P4 - Low: Change requests.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: During service implementation, the Customer Support Team and Product Team collaborate to provide training tailored to the specific requirements and roles of customer staff during the early stages of adoption and implementation of the service. Alongside, we supply all necessary documentation including instructions for use to support rollout.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Upon termination of a contract between Lenus Health and a customer, two options are available: either the establishment of a new contract with Lenus Health to extend the service or assistance from Lenus Health to help transition to an alternative service provider. There may be additional costs. Lenus Health maintains its commitment to confidentiality and is not required to share any confidential information or third-party licenses with the customer or any new service provider.
• End-of-contract process: If the customer opts not to enter into a subsequent contract with Lenus Health, and if required, Lenus Health will securely transfer a copy of all relevant data to the customer. Upon confirmation that the customer has received this data, Lenus Health may then delete it. There may be additional costs.

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: Mobile experience is fully featured but interfaces are optimised for smaller form factor.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: A secure service interface in the form of a clinical dashboard is provided for healthcare professionals to administer the service.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Manual and automated interface accessibility testing has been undertaken but not specifically for users of assistive technologies.
• API: Yes
• What users can and can't do using the API: The Data APIs allow authorised clients to read and write physiology body measurements, vital signs, test results, nutrition and many other standard units of measurement as well as a range of resources based on the HL7 FHIRv4 standard. Lenus protects user data with SSL while in transit and Microsoft SQL Server Transparent Data Encryption at rest. Access to these resources is locked-down by Azure Key Vault. Client applications are added to the system by a human. Only approved partners clients can access the Lenus platform.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Almost any element of the service can be customised to meet specific customer needs. Customisation is available to support the need to scale, to support specific security standards, monitoring and reporting or to provide extended help desk cover. Customisation requirements are typically informed through early stage work in determining user needs and organisational goals. For a live service, further customisations can be considered in response to analytics, user feedback and product enhancements.

Scaling

• Independence of resources: Virtualisation technology is used to ensure applications and users sharing the same infrastructure are kept apart.

Analytics

• Service usage metrics: Yes
• Metrics types: Using tools such as web analytics and other data sources we monitor service usage and performance and recommend where service improvements could be made.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: No
• 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:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Approach can be designed to suit customer requirements.
• Data export formats: CSV
• Data import formats: CSV

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
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: 99.99%
• Approach to resilience: Microsoft Azure provides failover capability. More information available on request.
• Outage reporting: Lenus Health is ISO 27001 accredited, and maintains comprehensive, rehearsed business continuity procedures across a range of scenarios. In the rare case that a major incident is declared, such as an outage, an incident manager, working with the Customer Support Team, will oversee customer communications. Dashboards, APIs and email alerts are used to report any outages.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Lenus Health is committed to maintaining strict access controls for our support and development teams. Users are granted access only to the systems essential for their roles.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 2-factor authentication

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• 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: Yes
• Who accredited the ISO/IEC 27001: NQA
• ISO/IEC 27001 accreditation date: 21/02/2024
• What the ISO/IEC 27001 doesn’t cover: The activities of suppliers, who process data on behalf of Lenus Health, are covered by virtue of contractual agreements which specify their security requirements. Therefore, any aspect relating to the premises and data centres of those suppliers does not form part of the scope.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • Data Security and Protection Toolkit (DSPT)
  • Class 1 Medical Device EU & UK Medical Device Regulations

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: Lenus Health recognises information as a critical asset that it is duty-bound to protect. Our Information Security Management System (ISMS) ensures rigorous standards of information security. Additionally, Lenus Health holds ISO 27001 and Cyber Essentials Plus certifications, and is also certified in DSPT (Data Security and Protection Toolkit) and DCB0129 for the NHS, further evidencing our robust information security and management practices. These certifications highlight our commitment to fostering a 'secure by design' mindset among employees, thereby reducing risk exposure.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change management is employed to evaluate, control and minimise risk and cost, and maintain the established standards and quality criteria. Our change management process is incorporated into our ITIL-based continual improvement process, that encompasses business objectives, creates baselines, defines measurements, and plans and implements improvements. Our change controls:; ; establish the purpose, category and nature changes; determine the potential consequences of changes; assess resource requirements for the changes; ; We use configuration management to establish and maintain consistency in our software’s performance. This includes configuration management for:; ; Project/work management; Source control; Build/release pipelines; Packages and artefacts; Azure CSP tenancies, subscriptions and Infrastructure
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Lenus Health apply our ISO13485 accredited Quality Management System processes, and Cyber Essentials backed security best practices to the information and IT assets we handle, reducing risk associated with vulnerabilities by being able to identify, classify, prioritise, remediate and mitigate vulnerabilities. Vulnerability scans are run regularly to identify weaknesses in the configuration of systems and to determine if any are missing important patches or software. Remediation or mitigation is undertaken on any vulnerabilities identified according to the class and priority of the vulnerability.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use ‘always-on’ proactive and protective monitoring to:; ; monitor the software performance; systematically identify risks; detect software faults when they occur; quickly initiate necessary corrective actions; ; Our proactive monitoring involves collecting meaningful and practical information. To do this we use tools such as:; ; Azure App Insights; Azure Log Analytics; StatusCake; Performance analytics; Service reports; Helpdesk calls and tickets; Customer complaints and positive feedback
• Incident management type: Supplier-defined controls
• Incident management approach: Lenus Health's incident management process requires that all events and suspect events that could result in the actual or potential loss of data, breaches of confidentiality, unauthorised access or changes to systems, must be reported immediately to top management by email, telephone or in person.; ; Incidents are centrally recorded, and appropriate management measures, including escalation and notification procedures are in place.; ; Incident reporting procedures are included in employee training.

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

• Social Value:

  Social Value

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

  Fighting climate change

  At Lenus Health, our commitment to fighting climate change is central to our mission, and our innovative healthcare solutions are at the forefront of this. Recognised as a top UK innovator in supporting a greener NHS, our inclusion in the Net Zero 50 list underscores our dedication to delivering solutions that not only advance healthcare but also protect our planet.; ; Our approach is multi-faceted, aiming to reduce greenhouse gas emissions across all aspects of healthcare delivery. By harnessing the power of digital health technologies, we are revolutionising patient care, making it more efficient, and significantly lowering the carbon footprint associated with traditional healthcare practices. Our solutions enable remote monitoring and virtual consultations, reducing the need for physical travel and thus decreasing CO2 emissions. This not only contributes to a reduction in pollution but also enhances patient accessibility to quality healthcare services.; ; Our initiatives extend beyond digital innovation. We are actively working towards achieving net zero greenhouse gas emissions within our operations. This involves optimising energy use in our facilities, investing in renewable energy sources, and advocating for sustainable practices throughout our supply chain. This commitment is detailed in our Carbon Reduction Plan, published on our website, which adheres to the GHG Protocol.; ; By integrating environmental considerations into our work, we are not just addressing the symptoms of climate change but are also contributing to a healthier, more sustainable world.; ; Lenus Health remains committed to achieving Net Zero greenhouse gas emissions by 2045, in line with Scottish Government policy, contributing to UK Government policy of Net Zero emissions by 2050.

  Covid-19 recovery

  Lenus Health operated throughout the pandemic, including through provision of essential services to the NHS (software for the NHS Scotland National Notifications and Contact Tracing Service, and a long COVID study), as well as for other key public sector organisations.; ; In the wake of COVID-19, Lenus Health recognises the impact the pandemic had on individuals and communities, and having emerged as a resilient business, is committed to creating employment opportunities to assist those looking to retrain.; ; Aligned with our focus on wellbeing, Lenus Health is supportive in enabling workers to work from wherever they would like to work; from home, from the office, or from elsewhere, subject to project constraints that may be in place e.g., security considerations etc. and their levels of comfort in being in and around other people, should they be shielding, either for themselves, or because they live with or care for family members who are vulnerable.; ; Our innovative digital health solutions are specifically designed to support patients and clinicians, and in a post-pandemic setting, this is especially vital for those who have been severely affected by the pandemic, including individuals who were shielding and patients with chronic respiratory conditions such as COPD. By facilitating better self-management of these conditions, our technology directly contributes to reducing the strain on the NHS, which is still recovering from the unprecedented demands placed upon it during the pandemic.; ; As Lenus Health continues to expand, we're committed to creating sustainable employment opportunities. We actively recruit from across Scotland and the rest of the UK, and because we have embraced full remote and hybrid working, this has assisted us in recruiting the best possible talent while also positively improving work life balance.

  Tackling economic inequality

  At Lenus Health, our commitment to tackling economic inequality is woven into the fabric of our business model and operations. Recognising the role that healthcare innovation can play in addressing this challenge, we support skills development and the creation of new jobs through our activities, especially for those facing barriers to employment.; ; All workers benefit from contracts with competitive remuneration, together with a package of benefits which are designed to both attract and retain talent. Our annual salary review policy means that all workers can expect their salary to be increased automatically, in line with increases in cost of living, without having to request it.; ; Our initiatives are tailored to stimulate economic growth and business creation by encouraging the development of new, scalable solutions within the healthcare sector. By focusing on innovation and the adoption of disruptive technologies, we aim to deliver higher quality and more cost-effective healthcare solutions, modernising delivery and enhancing productivity. Where our solutions tackle waiting times in the NHS, we see people returned to work earlier, thereby contributing to the economy.; ; Lenus Health creates employment and training opportunities and supports workforce training that address skills gaps, resulting in recognised qualifications and a better-prepared workforce, fit for the future. Costs are covered for continuous professional development activities, access to online learning resources and attendance at events.; ; Opportunities for development are discussed regularly, including during monthly one-to-one check-in meetings between workers and line managers.; ; The intranet carries detailed role descriptions for all jobs currently filled, new jobs being created and therefore requiring to be filled in the future. This open sharing of job descriptions assists workers in identifying pathways for career progression.

  Equal opportunity

  At Lenus Health, our dedication to fostering equal opportunities is a cornerstone of our corporate social responsibility (CSR) policy, and it is deeply embedded in every aspect of our operations. Our commitment extends beyond compliance; we actively seek to tackle workforce and sector inequality head-on through a series of targeted activities and initiatives. We are an accredited Real Living Wage employer and follow the Fair Work First principles.; ; Recognising the unique talents and perspectives that a diverse workforce can contribute to business success we take care during recruitment to eliminate bias from the process. We support on-the-job training, aimed at developing new skills relevant to our operations, especially in areas of technological uncertainty. These opportunities are promoted, sometimes resulting in recognised accreditations or qualifications, thereby enhancing employability and opening doors to new opportunities for our people both within and beyond Lenus Health. Our efforts are aligned with our CSR and other policies, which emphasise inclusivity and equal opportunities for all.; ; Our approach to understanding tackling workforce inequality and inequity is holistic. We identify and seek to address disparities in employment, skills, and pay in our workforce. By supporting in-work progression, we aim to empower individuals, including from disadvantaged or minority groups, facilitating their transition into higher-paid roles through skill development relevant to their career aspirations.; ; Lenus Health is also deeply committed to ethical practices across our operations, including the management of modern slavery risks within our supply chain. We undertake due diligence to ensure our partners and suppliers share our values and commitment to fair and ethical work practices.; ; By influencing our workforce, suppliers, customers, and the wider community through the delivery of our contracts, we aim to advocate for and support minorities and address inequalities within the workforce.

  Wellbeing

  At Lenus Health, our commitment to enhancing health and wellbeing extends beyond the innovative healthcare solutions we provide. It permeates every aspect of our operations, influencing our approach to workforce management, supplier relations, and community engagement. Recognising the connection between wellbeing and productivity, we implement activities designed to support both the physical and mental health of our workforce.; ; We take steps to ensure our team members have access to resources and support systems that promote their overall wellbeing. This includes initiatives aimed at creating a healthy work environment, offering mental health support services, and facilitating a culture that values work-life balance. Our actions demonstrate our firm belief that a healthy workforce is the backbone of a successful and resilient company.; ; We measure several dimensions of employee satisfaction through weekly and quarterly pulse surveys which help to highlight specific areas that require attention, and which are followed up by our People Team.; ; Staff receive a benefits package including pension contributions and private health cover. Lenus Health wants its workers to do their best work, feel proud about their work and know that they have the support to enable them to feel professionally fulfilled. As such, fulfilment is a component of job design which contributes to health and wellbeing, a dimension when interviewing candidates and a point-of-discussion between workers and line managers during monthly one-to-one check-in meetings and annual progress reviews.; ; Exit interviews for employees who leave also provide an opportunity for us to identify what we’re doing well and where further improvements can be made to ensure that support for health and wellbeing is sustained. Exit interviews regularly highlight the positive support that employees know is in place, or from which they have benefited.

Pricing

• Price: £20,000 to £400,000 a licence 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 tenders@lenushealth.com. Tell them what format you need. It will help if you say what assistive technology you use.