MEDISHOUT LTD

MediShout

MediShout delivers healthcare’s first ‘one-stop’ app aggregating all hospital departments, help desks and suppliers in order to improve operational efficiency and patient care.

Features

• One-stop app for reporting hospital operational and logistical issues
• Automated triage and routing to internal helpdesks or external suppliers
• Real-time two-way messaging and status updates for frontline staff
• Integration with existing asset management software
• Tailored data capture forms for reporting to different departments
• Comprehensive dashboards for operational efficiency and data driven procurement
• Mobile-first design for clinicians to report issues on the move
• Photo attachment capability for faster remote diagnostics by engineers
• QR code integration for instant, location-aware fault reporting

Benefits

• Significant annual efficiency savings
• Reduction in cancelled operations due to equipment/estates faults
• Reduces administrative burden, increasing time with patients
• Accelerates issue reporting and resolution times
• Real-time data analytics for evidence-based procurement and resource allocation
• Improved staff morale by providing a single, intuitive reporting interface
• Centralised visibility of operational issues and impact
• Seamless integration with existing help desk systems
• Proactive status updates for enhanced transparency and operational planning

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at louise.wayman@medishout.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

987296004798819

Contact

Louise Wayman
07977002889
louise.wayman@medishout.co.uk

About your service

• Service categories:

  Applications

  Production and operations

  • Other operations

  Service industry and public sector operations

  • Healthcare
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: No.
• System requirements:
  • Desktop device with internet connected browser
  • Android/Apple device for mobile application use

User support

• Email or online ticketing support: Yes
• Support response times: Email support is provided during the hours of 9am to 5pm (UK time) Monday - Friday. Emails received outside of these hours will be received, however no action can be guaranteed until the next business day.
• 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
• Support levels: MediShout support is available to all and does not follow a tiered approach. All customers are provided with a dedicated Customer Success Manager who will offer support on the product and its features, optimising functionality and outcomes. Technical support will be provided by the Customer Success Manager, with escalation to MediShout's internal technical teams if required.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: MediShout will customise the product to meet the needs of the customer by adding building areas, categories, and assigning who receives information. MediShout delivers training to users, (in person or online, based on customer preference) explaining how to manage and adapt features, as well as how to optimise the use of our product. We provide user guides for ongoing reference, and customers are connected with a dedicated Customer Success Manager for further support.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Users can extract their data from the MediShout dashboard in a CSV format at any time during their contract. Support can be provided for data export should this be needed.
• End-of-contract process: MediShout's standard service offering includes a level of customisation, training delivery, data storage and technical support, as well as an assigned Customer Success Manager. Advanced customisation and third party software integrations are priced based on technical requirements. At the end of the contract, should customers choose to discontinue use of MediShout's services, written confirmation should be provided. This triggers the off-boarding process, which enables customers the time to export the data generated during the use of our services. Once data export is complete, access to the platform and any associated data will be removed.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: User guides are designed for ease of use to enable 'quick reference'. MediShout can provide user guides in an alternate format, or in a larger font upon request.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • ChromeOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Our web and mobile applications offer the same functionality, however, our web application has been designed with information rich administrative functionality in mind.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: MediShout's mobile and web application provides two main modes of interaction, tailor made request forms and operational dashboards. Forms are used to submit requests for support or to report faults with equipment. Administrators are able to monitor and provide resolution to requests via an overarching dashboard. MediShout's application also supports QR code scanning as a reporting mechanism.
• Accessibility standards: None or don’t know
• Description of accessibility: The web and mobile applications follow general best practices for user interface design, enabling the use of accessibility tools that support internet browsers.
• Accessibility testing: MediShout does not currently use formal accessibility frameworks such as WCAG in our standard testing process.
• API: Yes
• What users can and can't do using the API: Users can contact us to collaborate on connecting the MediShout platform to existing software solutions via APIs. The purpose is to allow information to be transferred from MediShout to existing software solutions such as help desks, and vice versa. This also relies on such solutions having open APIs themselves.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customers are given access to the MediShout dashboard which they can access via the internet. The dashboard is used to customise parts of the app relative to their site, including editing forms or managing user lists. Requests for advanced customisation would require support from MediShout's Customer Success Team.

Scaling

• Independence of resources: User accounts are separated across our main framework and are not affected by other users of the service. Capacity is managed through resource modelling. MediShout analyses data to proactively scale cloud-processing and storage ahead of demand. We have sufficient bandwidth to cope with as many users as required, therefore no interruption to services should be experienced.

Analytics

• Service usage metrics: Yes
• Metrics types: MediShout's dashboard ensures users are able to monitor the status of their requests in real time. Metrics include the count of requests raised and their current status. Time to resolve, data analysis by site, category and time period is also available.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • 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: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• 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
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Users can extract their data from the MediShout dashboard in a CSV format at any time during their contract. Support can be provided for data export should this be needed.
• 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: MediShout ensures high availability of the platform by utilising cloud services that guarantee 99.9%+ up-time. SLAs are defined based on the technical specification provided and the associated process for fixing any possible bugs. In the unlikely event of service downtime exceeding 72 hours, compensation will be made for each day of service not provided. This will be based on the rate paid by customers and returned either via direct bank-transfer to the customer or by reducing the payment requirements in the following month's invoice. In such circumstances, MediShout commits to supporting an organisation's contingency plans when digital systems are unavailable.
• Approach to resilience: MediShout's service is provided on top of auto-scaling redundant servers. Further information can be provided upon request.
• Outage reporting: MediShout will provide email alerts to users of the application should we need to communicate any service disruption.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: User access control measures stratify users according to the client site and an individual's role within their organisation. This separation limits the data that an individual will have access to, in addition to their ability to customise the software to their organisation's needs.
• 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: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

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: MediShout operates a robust Information Security Management System (ISMS) which is independently certified to ISO/IEC 27001:2022. This framework ensures the confidentiality, integrity, and availability of all data and operational information processed within our SaaS platform. Our policies are aligned with the UK GDPR. Security is managed through a clear hierarchy to ensure top-down commitment, with our CEO holding ultimate accountability for risk appetite, resource allocation, and regulatory compliance. All MediShout employees undergo mandatory Information Security and Data Protection training during onboarding, and annually thereafter.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change management is performed through the use of modern software tools and established change management processes. Code is versioned through source control and deployed on sandbox systems to allow thorough testing before a change is deployed to clients. Changes are tracked using an internal system; customers can call to request an update on progress, or access the change management portal directly.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Regular vulnerability scans are scheduled on our cloud service to ensure new vulnerabilities are identified and appropriately patched. Once a vulnerability is visible, it is scheduled into development as a priority to ensure it can be deployed quickly and the service remains secure.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Application and hardware logs are utilised internally to monitor any potential risks or threats. This includes the use of alerts which allow us to respond and mitigate potential issues quickly. MediShout will triage incidents and prioritise action/response according to severity.
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents can be triggered by automated alerts, or users contacting us by phone or email. Once an incident has been raised, it is assessed to determine the scale, severity, and remediation required. Incidents of low severity can be tracked within an online system. Large scale incidents or those higher in risk will be led by an Incident Manager who will keep the affected parties informed and later provide an incident report on what happened, what action we have taken, and any action users should take.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: There is potential for a free 3 month service with unlimited app users and platform use. This would depend on the nature of the agreement with the customer. Hard integration with existing systems would not be included.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 25%
• Between £250,000 and £500,000: 25%
• Between £500,001 and £1,000,000: 25%
• Between £1,000,001 and £2,500,000: 25%
• Between £2,500,001 and £5,000,000: 25%
• Over £5,000,001: 25%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation ISO Certification Limited
• ISO/IEC 27001 accreditation date: Monday 20 December 2021
• What the ISO/IEC 27001 doesn’t cover: The scope of MediShout's Information Security Management System (ISMS) speaks to the provision of our digital product, hosted services, remotely hosted applications, our registered office and remote working staff. MediShout utilises an office space within a managed building, therefore some of the physical security considerations of the standard do not apply. Our Statement of Applicability (SoA) provides a breakdown of applicable controls. Further information is available upon request.
• 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: 45701561-eb89-4d3a-892c-ee1fce9e56ef
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: Yes
• Any other security certifications:
  • NHS Data Security and Protection Toolkit (DSPT)
  • NHS DCB0129

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
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • 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
    • 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
    • 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
    • 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
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Measures for making facilities used in the delivery of the contract available for community groups, education or training

  • 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
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • 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
    • 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
    • Introducing transparency to pay and reward processes
    • 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
    • Understanding of issues relating to entering the contract workforce

  • 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 louise.wayman@medishout.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.