IQVIA LTD.

IQVIA Health Flow

IQVIA Health Flow is a cloud-based solution supporting proactive patient flow and capacity management. It combines real-time and predictive insights through Health Flow Insight with simulation capabilities via Health Flow Manager, a digital twin of the hospital enabling capacity planning and operational decision-making

Features

• Cloud based platform enabling scalable secure highly available service delivery.
• Automated and secure data capture across multiple hospital operational systems.
• Real time and predictive monitoring of patient activity across pathways.
• Real time and predictive forecasting of bed capacity requirements planning.
• Real time and predictive modelling of clinical and staffing needs.
• Intuitive role based user interfaces designed to trigger timely actions.
• Rule based alerting engine supporting proactive exception and threshold management.
• Flexible integration with existing data analytics and business intelligence solutions.
• Digital Twin enabling patient flow simulations and capacity scenario modelling.

Benefits

• Reduce demand and supply variability to improve patient flow.
• Improve quality of care through proactive capacity and flow management.
• Increase employee satisfaction by reducing operational pressure and uncertainty.
• Increase hospital activity through optimized resource utilization and planning.
• Reduce operational costs by aligning capacity with predicted demand.
• Manage strategic tactical and operational capacity within a single platform.
• Enable hospital wide capacity visibility across departments and care pathways.
• Minimise organisational disruption with lean implementation and rapid adoption.
• Preserve existing processes and IT systems through non intrusive integration.

• 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 HSS_salesenablement@iqvia.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

992550635616832

Contact

Daniel Ratchford
07989 591042
HSS_salesenablement@iqvia.com

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Healthcare
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No
• System requirements: The solution is web-based and has minimal client system requirements.

User support

• Email or online ticketing support: Yes
• Support response times: This will be set out within the agreed SLA with client.
• 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: Access to an online ticket system is provided. Depending on SLA agreements, response times are guaranteed. Bugfixes are provided with priority. Regular feature releases are provided quarterly. During the implementation of the product, a dedicated project manager is available for immediate support. After go-live, client has access to ticket system and telephone hotline. If on-site support is requested, travel and per diem rates need to be negotiated. Technical teams can provide assistance with hosting servers, but client remains data owner and operator of server.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: At contract initiation a member of our team will discuss your requirementsand with your input, plan and execute an approach. As part of the approach the appropriate training will be provided to your team(s).
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: The options can be discussed with the client to ensure IQVIA provides this appropriately.
• End-of-contract process: Any client-specific support needed after end of contract would need to be negotiated. As data owner and operator of the servers, client may choose to do what they want with the underlying database.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Onboarding and offboarding documentation is provided electronically and is accessible via a secure online portal. Documentation is available in standard digital formats and can be accessed remotely by authorised users. Additional guidance and updates are made available on request.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Visualisations will automatically re-size depending on real-estate available on the device.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: API to support alerting and notifications. API is read-only and required sourcesystem to authenticate prior to use.
• API documentation: Yes
• API documentation formats:
  • HTML
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: This will be dependent on the capacity management service required by the client.

Scaling

• Independence of resources: Each client will have its own deployment.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: 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: Yes
• 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: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Other
• Other data at rest protection approach: All data assets are assessed against an Information Classification Level in order for the appropriate safeguards and controls to be implemented. The control sets cover the following areas: Access Control; HR Security; Compliance; Asset Management; Physical Security; Operational Management; Security Incident Management; Business Continuity.
• 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:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: The options can be discussed with the client to ensure IQVIA provides this appropriately.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • EXCEL
  • Database
  • SQL
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML
  • HL7
  • FHIR
  • Excel, SQL

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: Data is transferred encrypted typically using HSCN. Our approach ensures ahigh level of data protection, security and confidentiality in our Products and Service. • Encryption technologies conforming to established IQVIA standards is used to protect data. AES-256 is used for symmetric encryption and RSA with a key length of 2048 bits or more is used for asymmetric encryption. • Encryption keys are protected against unauthorized disclosure modification loss and destruction, and their custodianship is limited.
• Data protection within supplier network: Other
• Other protection within supplier network: Data is transferred encrypted typically using HSCN. Our approach ensures ahigh level of data protection, security and confidentiality in our Products and Service. • Encryption technologies conforming to established IQVIA standards is used to protect data. AES-256 is used for symmetric encryption and RSA with a key length of 2048 bits or more is used for asymmetric encryption. • Encryption keys are protected against unauthorized disclosure modification loss and destruction, and their custodianship is limited.

Availability and resilience

• Guaranteed availability: IQVIA are pleased that the availability of this service is 99.80%
• Approach to resilience: We will be agreeing on the standards during contract discussion
• Outage reporting: Service outages are communicated to internal stakeholders and external key contacts by the IQVIA Service Delivery team in line with ITIL Service Management processes.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: SSO via AD trust
• Access restrictions in management interfaces and support channels: Interfaces and support channels Asset owner and Access Control Register will govern who can access the service in addition to the authentication management access
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Username or password
  • Other
• Description of management access authentication: SSO via AD trust

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time 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
  • Other
• Other security governance standards: SOC2 Type 2
• Information security policies and processes: IQVIA follows a comprehensive Integrated Information Security Framework (IISF) that governs the confidentiality, integrity, and availability of all data. This framework is based on industry standards (HITRUST, ISO 27000 series, NIST, COBIT, etc.) and underpins our ISO/IEC 27001-certified Information Security Management System. The IISF includes corporate policies for Data Classification, Acceptable Use of IT Assets, Access Control, Data Handling, Third-Party Security, Security Incident Management, Network & Application Security, Operations Monitoring, Physical Security, and Personnel Security & Training. All employees must complete regular security awareness training and uphold these policies. IQVIA maintains a formal incident response process (per our Security Incidents Management Policy) to log, escalate, and resolve security incidents or data breaches in line with GDPR and NHS requirements. Our policies and controls are routinely reviewed and updated via IQVIA’s SmartSolve quality management system (with multiple new policy versions published in 2025). This robust governance, together with external certifications (e.g. ISO 27001) and audits, ensures our security practices meet NHS Data Security and Protection Toolkit standards and G-Cloud 15 requirements.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: IQVIA Service Delivery team follows an Operational Change Management process aligned with ITIL standards.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Vulnerability management process consists of Risk Assessment, Vulnerability test and Penetration test. Findings out of these assessments are prioritised and addressed. Change, Patch and Asset management processes helps in identifying and mitigating the vulnerabilities and the associated risks.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Protective monitoring process includes review of access and resource requests, system errors, system logs, security threats, weaknesses or vulnerabilities. These events are logged with a service desk and recorded in a service management system. Necessary remediation measures are taken to address the risks.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: IQVIA has security incident response planning and notification procedures to monitor, react, notify, and investigate incidents related to customer assets. Detected anomalous activity is logged and flagged for review, and may be classified as a security event or, after analysis, as a security incident. Clients are informed of relevant security or privacy events per contractual and breach notification requirements, including the date, time, and impact on client information.
• 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: Yes
• Free trial available: No

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

• Less than £250,000: 3%
• Between £250,000 and £500,000: 5%
• Between £500,001 and £1,000,000: 7%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI Assurance UK Limited
• ISO/IEC 27001 accreditation date: Wednesday 12 April 2023
• What the ISO/IEC 27001 doesn’t cover: ISO/IEC 27001 applies only to the activities and locations defined in the organisation’s scope statement. Anything outside this scope is not covered by the certification.; ; Our scope includes:; ; The sourcing, collection, management, analysis and reporting of clinical and health-related data including public surveys, research and testing to support governments, healthcare, and the life sciences industry of which are conducted remotely.; ; The development and provision of Technology Solutions and related services to customers, including software as a service, Professional Services and Software Development activities.; ; Locations in scope include the following IQVIA offices: London, Cambridge, Amsterdam as well as remote workers who are associated with these locations.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Marketing Quality Assurance Ltd
• ISO 9001 accreditation date: Monday 29 September 2025
• What the ISO 9001 doesn’t cover: ISO/IEC 9001 applies only to the activities and locations defined in the organisation’s scope statement. Anything outside this scope is not covered by the certification.; ; Our scope includes:; ; The sourcing, collection, management, analysis and reporting of clinical and health related data including public surveys, research, multichannel marketing and testing to support government, payors, providers, healthcare and the life sciences industry.; ; The delivery of Healthcare Services and Market Access, the development and provision of Technology Solutions and related services including software as a service, HSCN consumer network services, Professional Services, Medical Device Recall and Software Development activities.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 8111ee00-7309-46d7-8d8f-29c0fd27e37b
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 87b8e669-fbe6-4377-bd67-2dc51adc2da1
• Other security certifications: No

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
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • 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
    • 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
    • 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
    • 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
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation 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 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
    • Advertising of supply chain opportunities openly and to ensure they are accessible to a diverse range of businesses, including advertising all subcontracting opportunities on Contracts Finder
    • 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
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • 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
    • 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
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • 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
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • 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
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • 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
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach 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 HSS_salesenablement@iqvia.com. Tell them what format you need. It will help if you say what assistive technology you use.