DNV IMATIS UK LIMITED

Patient self check-in and queue management system

The self check-in and queue management service is a suite of applications that enhance patient flow related to outpatient clinics and appointments. The patient's experience is enhanced through self-service check in on their mobile phone or kiosk. Healthcare staff reduce administration time and overheads using the smart queue management system.

Features

• Self-service arrival registration
• SMS reminders to patient's phone
• Queue management
• Waiting area displays with wait status and important information
• Alerts to consultation by SMS and waiting area display
• Anonymised patient information on waiting area display
• Micro-booking capabilities to optimise patient's schedule
• Text based wayfinding included

Benefits

• Empowers the patient, reduces queues, optimises resources and saves space
• Saves costs through reduction in missed appointments
• Eases administration by providing real-time status of patients
• Better patient experience, less staff disturbance
• Saves time and safeguards patient privacy
• Safeguards patient privacy
• Optimal resource utilisation, greater efficiency and better patient experience
• Patient's have clear directions to locate their consultation area

£157,820 a licence a year

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 christopher.betts@dnvimatis.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

998132191513695

Contact

Christopher Betts
+447930999486
christopher.betts@dnvimatis.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Our preferred cloud service provider is Microsoft Azure, and is the basis of our service offering and respective pricing. ; ; Our cloud software service is delivered and configured as a project by our professional services team. We provide our software in a hosted pre-production/test environment and a live production environment. Any bug fixes, patches or software updates are applied to the pre-production environment for customer approval and then scheduled with the customer for applying to the live environment.
• System requirements:
  • No specific system requirements for the buyer
  • No specific software licences required

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response times are determined by the SLA agreed with the customer. ; ; Our support service is 2nd Line and the baseline service is available during working hours Mon to Fri (8:00- 16:00). Such limits for questions related to errors can typically be as follows:; * A - Critical error < 1 hour; * B - Serious error < 2 hours; * C - Less serious error No later than next working day
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• 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: To be inserted
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our cloud software services are delivered alongside a range of project and implementation services to ensure the customer can realise the full benefits of the solution. ; ; These project services include various training options, tailored to the customers' specific needs and range from onsite 'train the trainer' aimed at service super-users, to online accessible videos and documentation.; ; In addition to training, we strive to support our customers' onboarding experience with onsite assistance and close follow up whenever necessary.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: At contract end, the customer's assigned Account Manager will arrange a 'Service Exit Runsheet' checklist that will includes deletion and export of users data, this extraction is agreed upon with customer.
• End-of-contract process: At contract end, the 'Service Exit Runsheet' checklist is agreed upon with customer. The offboarding can be conducted using DNV Imatis project resources to perform data extraction activities etc, however unless otherwise agreed with the customer this is not included in the price of the contract.

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
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The mobile service is the patient interface, they receive details of their scheduled appointments by SMS and are able to check-in for their appointment from their device. The patient will also receive information and alerts related to their scheduled appointment.; ; The desktop service is the staff's access to the patients appointment details and queue management services, including the ability to create additional consultations and services for the patient eg: X- ray appointment.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The DNV Imatis check-in and queue management service gathers information from multiple sources, aligns the relevant data and allows staff to access it in a single view. The check-in and queue management system has both a patient facing mobile and web based interface and a separate interface for the hospital administrative and clinical staff. The solution is developed for use with touch technology but can also be used on desktop computers, mobile devices and monitors.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: The patient facing interface for mobile check-in has been designed to meet current accessibility guidelines and regulations.
• API: Yes
• What users can and can't do using the API: Our APIs are mainly used by DNV Imatis software engineers to enable integrations with other health systems eg: Patient Administration System (PAS). It is possible to for the customer to access data for reporting purposes using the API. The use of API's depends on the context of the project deliverables and will be determined and agreed with the customer in the contract scope.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The applications are standardised based on best practice from many years of experience delivering our solutions to many European healthcare organisations, The services can be customised to meet the specific needs of the organisation. It is recommended that the digital whiteboards and dashboards are adapted to the workflow in question. Customisations can be undertaken by trained inhouse superusers or with consultation from application specialists in DNV Imatis.

Scaling

• Independence of resources: The DNV Imatis self check-in and queue management solution is built for use by large scale healthcare organisations and is designed to tolerate high demand. We work closely with our Microsoft Azure cloud service provider to ensure the service scales to provide optimal performance and resilience.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

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: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• 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 CSA CCM v3.0
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Users can export data within the eBCMS solution to PDF, xlsx or csv formats. All data can be exported to csv.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • XLSX
• Data import formats:
  • CSV
  • Other
• Other data import formats: XLSX

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: Our guaranteed levels of availability for the cloud software service are 99.5% within service uptime. Please refer to the Service Definition document for more details
• Approach to resilience: Available on request
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: The Patient self check-in and queue management service has multiple options for authenticating users when accessing the service through web protocols. All options listed above (2FA, ID federation and username or password) or any combination of them is possible.
• Access restrictions in management interfaces and support channels: All management access is restricted with access controls and/or network connectivity.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Other
• Description of management access authentication: The system has multiple options for authenticating users when accessing the service through web protocols. All options listed above or a combination of them is possible.

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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Kiwa AS
• ISO/IEC 27001 accreditation date: 21/12/2023
• What the ISO/IEC 27001 doesn’t cover: Employee's home offices are not covered by ISO/IEC 27001 however the few remote working employees are all sales personnel. These employees undertake mandatory training on security policies and procedures. Remote access to all business systems is via a secure VPN and use of 2 factor authentication controls.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: We operate a comprehensive set of policies, mandatory training of employees and various level of security controls, online monitoring, internal and external audits as well as regular management reviews help us keeping control over information security.; ; All ISO 27001 requirements and controls are implemented in practice. All employees are required to read specific policies and our annual ISO 27001 external audit verifies our compliance with requirements. ; ; Quarterly Management Review meetings are primary reporting body and any necessary issues can be raised to the Board.; ; We also comply with the NHS Digital Technology Assessment Criteria (DTAC) including Data Security and Protection Toolkit and Cyber Essentials.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All service delivery components are subject to our ISO 27001 configuration and change management processes, ensuring comprehensive oversight. This includes services tracked throughout their lifecycle, with rigorous assessment for potential security implications
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: DNV Imatis staff perform risk and vulnerability assessments on a regular basis. Our software engineering teams deploy hotfixes, regular updates and new versions of the software on a continuous basis to ensure the stability and security of our cloud software services.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our protective monitoring processes is as defined in ISO 27002:2022 control A.8.16 Monitoring activities and A.5.26 Response to information security incidents. We comply with the guidance provided within the ISO 27002:2022 standard
• Incident management type: Supplier-defined controls
• Incident management approach: Our incident management processes is as described in ISO 27002:2022 control A.5.24 Information security incident management planning and preparation and A.5.26 Response to information security incidents. We comply with guidance provided within the ISO27002:2022 standard.

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 v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Covid-19 recovery
  • Wellbeing

  Covid-19 recovery

  Our patient self check-in and queue management software service facilitates and enables workflows that require far less physical contact between staff, patients and their families reducing the risk of new virus transmission. The solution also gives patients quick access to information about meeting locations, and wayfinding navigation to help them find their way on their own mobile device and can be used for notifications and alerts associated with infection protection & control measures.

  Wellbeing

  Our self check-in and queue management solutions enable a better healthcare access experience for patients, saving them time and requiring less administration, Patients can check in remotely using their own mobile phone or at the kiosks in the reception area. All the relevant consultation information including wayfinding is provided directly to the patient, reducing anxiety levels often associated with hospital and clinic appointments. Our smart queue management service ensures the patient is updated in real-time on their position in the queue and eliminates the need for them to be confined to a wait area. Outpatient clinics are typically stressful and busy environments, however with our queue management service, healthcare staff are able to optimise the queue management workflows to allow patients to fill any 'did not attend' slots and to schedule other relevant consultation services for them during the wait time, eg: x-rays or physio etc, all of which contributes to a better overall experience for patients and staff improving general wellbeing.

Pricing

• Price: £157,820 a licence a year
• Discount for educational organisations: No
• Free trial available: No

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 christopher.betts@dnvimatis.com. Tell them what format you need. It will help if you say what assistive technology you use.