HEALTH AND CARE INNOVATIONS LIMITED

Digital patient education, remote monitoring & care pathways for multiple conditions & treatments

HCI's CONNECTPlus app platform enables the NHS to reduce demand, waiting lists and backlogs by giving patients the information they need to confidently manage the care of any condition or treatment closer to home, in any language.

For long term conditions, PIFU, waiting well, procedures, surgery, rehab, neighbourhood health etc.

Features

• Patient information for any condition and treatment pathway
• Add any condition, localised to your own pathway requirements
• Full use of over 1,100+ NHS approved patient facing videos
• Digital pathways prescribe education, activities, monitoring, medications
• Realtime remote monitoring tools, trackers, PROMS, surveys
• Bluetooth/API integration with wearable devices eg blood pressure
• Delivers education, exercises, prehab and rehab programmes
• Multiple language versions of all content to support Core20PLUS5
• Clinician facing dashboard supporting local triage needs
• DTAC, Cyber Essentials Plus and IASME

Benefits

• Enables increased self-management and independence by patients at home
• Reduces demand & increases capacity - fewer appointments and calls
• Enhances disease management and symptom control to reduce demand
• Increases productivity by focusing on patients in greatest need
• Enables PIFU, virtual wards, elective recovery, waiting well
• One app for all conditions and treatment pathways, simplifying delivery
• Personalises care. Multiple languages support all populations
• Visibility for HCPs for remote triage, prehab, rehab
• Supports Net Zero by 2040 by reducing the Carbon Footprint
• Digital care, care closer to home, delivers prevention

• Education pricing 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 richard@hci.digital. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

978999090067291

Contact

Richard Wyatt-Haines
+44 (0)330 053 1862
richard@hci.digital

About your service

• Service categories:

  Applications

  Content workflow and management

  • Capture
  • Document

  Content services

  • Content Sharing and Collaboration Applications

  Persuasive content management

  • Product Content Management Applications
  • Video Platforms
  • Digital Adoption Platform
• 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: It can be add on service to our partner organisations in: population health management, neighbourhood health, digital and virtual outpatients services, virtual hospitals and wards, outpatient diagnostic services, bedside infomration services, appointment management services.
• Cloud deployment model: Public cloud
• Service constraints: CONNECTPlus is a React Native app and is uniquely populated with content for each condition and site via a content management system. ; It operates on both Apple iOS and Android devices running on at least the last Long Term Support (LTS) version.; It delivers on phones and tablets.; It does not operate on computers, laptops, desktops.; Coding skills are not needed to use the Content Management System (the “CMS”).; HCI does not provide devices for users to use.
• System requirements:
  • No specific system requirements for buyers
  • Users need to use phones and tablets
  • Phones and tablets need the last Long Term Support version
  • Clinician Dashboard is web based via any internet connected device
  • User access is a normal web interface
  • User access is with admin and user rights.
  • Integrates with any Electronic Patient Record
  • Integrates with IoT devices

User support

• Email or online ticketing support: Yes
• Support response times: Severity - Major. ; Response Time - Within 2 working hours.; Resolution Time - 1 working day.; ; Severity - Medium.; Response Time - Within 4 working hours.; Resolution Time - 2 working days. ; ; Severity - Minor. ; Response Time - Within 8 working hours. ; Resolution Time - Within 10 working days. ; ; Severity - Cosmetic. ; Response Time - Within 2 working days. ; Resolution Time - Not specified.; ; We will not carry out Support Services outside of our normal business hours (9 a.m. to 5.00 p.m., Mondays to Fridays, excluding public holidays) unless otherwise agreed.
• User can manage status and priority of support tickets: No
• 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: Defect Severity:; ; Major: A Defect that results in a direct business or user impact and no bypass or alternative is available. The problem has resulted in the failure of business critical activities e.g. the patient or customer live site is unavailable.; ; Medium: A Defect that results in an indirect business impact. E.g. An Editing or Administration or other application interface is unavailable. ; ; Minor: A Defect that results in limited business impact. E.g. a component, minor application procedure is unavailable or difficult to use, where there is some operational impact, but no immediate impact on service delivery. In addition, problems that would be considered Defect Severity Level 1 or Level 2 that have an acceptable (from an objective business viewpoint) alternative or bypass available will be assigned. ; ; Cosmetic: A Defect that has minimal business impact. E.g. a component, minor application or procedure is unavailable or difficult to use but is not critical to service delivery or there is a Workaround. Minor “quirks” in the system.; ; These are all included within the license fee.; ; We provide a technical account manager.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: During the set-up of the conditions or pathways in the app, your staff will become very familiar with the operation and use of CONNECTPlus. This period will also allow them to see the opportunities for system transformation.; ; The Resource Hub that we will create for your site will provide tools and videos explaining the use of the app. ; ; We will train your healthcare professionals in the use of the clinician facing dashboard and its functionality.; ; Training can be delivered face-to-face or remotely as required. Typically these sessions are run as 1 hour group sessions with teams active on the test environments. 1:1 and other formats can be delivered.; ; During training staff are required to complete tasks to assess competency. ; ; It is our experience that patients do not need training on the app because the user interface is very simple but we provide "in-condition" introduction sections to guide patients on the use of the app.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: HCI follow guidance from the NHS Retention Schedule and are advised and assisted by their external DPO. All data is managed accordingly to Data Processing Agreements created with the client at the start of the project.
• End-of-contract process: We will provide any necessary assistance to ensure a smooth transition on termination to a new provider (If appropriate). ; ; We will nominate an exit manager and continue to provide some or all of the services for an great period to enable a smooth closure of the service or transition to a new service. ; ; We will cooperate in the handover services to ensure there is no interruption in service for users.; ; We do not charge for this Support.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: It is available through a dedicated resource hub that will be created for your project. We will create a Resource Hub for you with assets such as QR codes, social media posts, posters, business cards et cetera that can be used to explain the service to users

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Mobile only
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: The CONNECTPlus mobile phone app connects with the backend database services via a graphQL API. CRUD operations are managed and secured via role based access, based on user credentials and secured by two factor authentication. This API is accessed only by the CONNECTPlus app and not by any external third parties.
• API documentation: No
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: CONNECTPlus is a very flexible platform that allows buyers to tailor it to meet the needs of their local care and treatment pathways, delivery needs and community requirements. ; ; The configuration can be varied in multiple ways both in terms to content structure, content elements, symptom tracking tools, digital pathways, local contact details, FAQs, local support organisations, and language where we support up to 140 languages.

Scaling

• Independence of resources: Cloud based infrastructure with application load balancers and dynamic server resizing.

Analytics

• Service usage metrics: Yes
• Metrics types: Key performance measures that we report are:; Users,; Daily/weekly/monthly usage,; Device,; Conditions ,; Popular videos,; Top sections, ; Top articles,; Bugs,; Service availability,; Complaints.
• Reporting types:
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

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 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
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: App users can export their personal health data by PDF. Clinicians can export snapshots of health scores via PDF.
• Data export formats: Other
• Other data export formats: PDF
• Data import formats: Other
• Other data import formats: None

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: 96%
• Approach to resilience: We use AWS provisioned cloud based infrastructure with application load balancers and dynamic server resizing.
• Outage reporting: Cloud dashboard and email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Role based access, MFA and IP restriction
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
  • Other
• Description of management access authentication: IP restriction

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: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Working closely with an external DPO and third party IT Consultants
• Information security policies and processes: With guidance from our external DPO we draft and annually review data and information policies
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All infrastructure and application configurations are tracked through their lifecycle using VCS and configuration management. Changes are assessed for security implications before implementation, including evaluation of risks to patient data, system integrity, and compliance. We follow a Scrum-based SDLC that integrates quality assurance at every stage. Our process includes annual comprehensive penetration testing to identify security vulnerabilities and ongoing regression testing to verify that changes do not introduce new vulnerabilities or break existing functionality. This ensures that all configuration changes are properly tracked, assessed for security impact, and thoroughly tested before deployment to production.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Monthly internal vulnerability scans and reports produced by 3rd party Cyber Security company. Annual pen test - June 2025 last report (vulnerability report) 14 days to respond to all high level security risks.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We employ a multi-layered monitoring approach using AWS CloudWatch for infrastructure and application metrics, AWS WAF for web-based attack detection, and Sentry for application-level error and security event tracking. These tools generate real-time alerts reviewed immediately by our security team. Potential compromises are identified through anomalous behaviour, suspicious requests, and application exceptions. Critical incidents are escalated according to our incident response procedures, enabling response within hours of detection.
• Incident management type: Supplier-defined controls
• Incident management approach: We hold an incident log which is reviewed on a monthly basis with our DPO and meets the ICO requirements. All incidents are raised within 24 hours with the DPO and assessed for the need to report to the ICO, or internally resolve the issue. A full report for each incident is recorded and reviewed and marked closed upon DPO sign off.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• 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: 5%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 12.5%
• Between £2,500,001 and £5,000,000: 15%
• Over £5,000,001: 20%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 42334d53-fa42-4ac0-af1c-9240472e920d
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 6785e2c3-6c53-40d9-9059-6fdf8fc0841f
• Other security certifications: Yes
• Any other security certifications:
  • IASME - 5ea2d7aa-f255-42d8-88fe-28afd654bcd5
  • ICO Registered - ZA281329
  • DSPT - Standards Exceeded
  • DTAC Compliant

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, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • 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
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • 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 the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • 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
    • 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 to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • 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 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • 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 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Plans for positive actions with community groups.
    • Measures for making facilities used in the delivery of the contract available for community groups, education or training
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in 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 tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of issues relating to entering the contract workforce
    • Content of the outreach activity is designed to suit the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

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 richard@hci.digital. Tell them what format you need. It will help if you say what assistive technology you use.