This G-Cloud 10 service is no longer available to buy.

The G-Cloud 10 framework expired on Tuesday 2 July 2019. Any existing contracts with Civica UK Limited are still valid.
Civica UK Limited

Malinko In-Hospital Organisational Wide Intelligent Scheduling Early Adopter

A clinically safe, clinically aware, patient centered, enterprise wide intelligent scheduling system for the NHS. Unique intelligent scheduling matching algorithm that schedules patients with available staff, assets and facilities such as clinic rooms, theatres, equipment, ensuring activities are scheduled optimising use of assets. Patient appointment engagement with patient online portal.

Features

  • Web based automated and optimised caseload scheduling and appointment booking
  • Unique scheduling algorithm for in-hospital scheduling
  • Open and published API’s: enables interoperability between organisations IT systems
  • Schedule multiple interacting resources such as staff, rooms and equipment
  • Disruptive event dynamic rescheduling throughout the day
  • Intuitive consistent design with single view for capacity and demand
  • Android and iPhone mobile apps with optional Mobile Device Management
  • Patient portal to book and view appointments
  • Integrated SMS and voice text reminder service
  • GDPR compliant and IG toolkit and ISO27001 certified

Benefits

  • Reduction in non-clinical contact time
  • Reduction in scheduling errors
  • Reduction in missed appointments
  • Reduction in staffing costs
  • Eliminate unwarranted variation by standardising management of service, workforce, assets.
  • Improved quality and patient outcomes
  • Optimised asset utilisation and capacity capability across resources
  • Auditable trail: know who did what and when
  • Powerful search ensures you can quickly find information
  • Improved patient engagement resulting in better patient outcomes

Pricing

£0.74 a user a month

Service documents

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 antony@malinkoapp.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 10

Service ID

1 2 0 3 3 7 2 2 3 4 4 1 1 5 6

Contact

Civica UK Limited Antony Quinn
Telephone: 0161 850 0111
Email: antony@malinkoapp.com

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
Access to the web application
Microsoft Internet Explorer 11
Microsoft Edge (most up to date version)
Chrome (most up to date version)
Firefox (most up to date version)
Safari (most up to date version)
No additional plug ins are required

Mobile application
Android 4.0 +
iOS 7.1 +
Windows Mobile not currently supported
NB. There may be some firewall configuration needed for full application functionality
System requirements
  • Internet connection
  • Chrome, Firefox, Safari, Edge or IE11
  • Separate licence per user
  • Suitable hardware if mobile app required

User support

Email or online ticketing support
Email or online ticketing
Support response times
Hours of Business (Standard Support Plan): Malinko Helpdesk is open and contactable on Working Days between 09:00 and 17:00 (Service Hours) for all helpdesk calls.

Response times vary dependent upon internal triage. For a support query classed as Severity 1, there would be a response within 1 business hour.

24 hours support is required at an additional cost.
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
Immediate (Severity 1): Where a call priority is Immediate, Malinko will respond to the call within 1 hour during Service Hours. e.g. Service Failure / Unavailability of the Service affecting many users across 1 or multiple sites.

Urgent (Severity 2): Where a call priority is Urgent, Malinko will respond to the call within 4 hours during Service Hours. e.g. Service Failure / Unavailability of the Service affecting few users at 1 or more sites.

Normal (Severity 3): Where a call priority is Normal, Malinko will respond to the call within 1 Working Day. e.g. Non-urgent Service defect for which a workaround can be provided affecting 1 or more users.

Non-urgent software issue: Non-urgent Service defects (those defects inherent within the Service but for which a workaround is available) that are affecting 1 or more users will be logged and be deployed in a future software release subject to the terms.

Educational Support: Where a call is purely an educational request, Malinko will respond to the call within 1 hour during Service Hours with a target fix time of 4 hours.

All response times are within the Service Hours and Working Days of Malinko Helpdesk.

Additional support levels available upon request.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
There is a full project managed configuration, implementation and training plan. We provide on-site training with a train the trainer approach.

We provide full user documentation and assist with creating your Standard Operating Procedure.

Post implementation we have an online support ticketing system with associated online training support system and support articles.
Service documentation
Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction
Reports can be set up on the system for self service data export. Data is provided in csv format. For more specialised reports, the client can contact support.

Additionally, within thirty (30) days of termination, the Customer may request that Malinko shall provide an extract of the Customer Data to the Customer.
End-of-contract process
Within thirty (30) days of termination, the Customer may request that Malinko shall provide an extract of the Customer Data to the Customer (in such file format as Malinko shall determine). Malinko hereby reserves the right to charge a fee to the Customer for providing the said extract in accordance with its then current applicable charges for such service. If the Customer fails to request the return of Customer Data within the thirty (30) day timeframe, then, to the extent permitted by Applicable Law, Malinko reserves the right to delete all Customer Data in its possession.

In the event of termination (for whatever reason), Malinko shall (for a period not exceeding 60 (sixty) Working Days after the date of termination or expiry) provide the Customer with reasonable co-operation to enable the Customer to make arrangements for the transition of the supply of the Service to an alternative provider. Malinko shall be entitled to charge the Customer at its prevailing day rate (as notified to the Customer from time to time) in respect of such assistance and co-operation.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
There is an optional mobile phone app, which is used for checking in/out of jobs and collecting information when out in the field - this does not have the full functionality of the main scheduling system and only allows collection of information on visits that have been allocated. This can be installed on iPhones and Android phones.
Accessibility standards
WCAG 2.0 A
Accessibility testing
None
API
Yes
What users can and can't do using the API
Access to client information
Access to visit information (including services, notes)
Access to questions for a visit
Check in and out of a visit
Check status of a visit
Submit visit question results
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Full configuration support including account configuration, rules configuration, services configuration, custom fields for clients and users.

There are two levels of configuration: Account level - configured by Malinko internal staff.
Account manager level - client side staff with appropriate permissions can set up elements such as new service types.

Scaling

Independence of resources
We use an on-demand cloud computing infrastructure to provide additional capacity, both planned (ie during working hours vs out of hours), as well as automatically provisioning new servers based on load.

Analytics

Service usage metrics
No

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
No
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
Physical access control, complying with SSAE-16 / ISAE 3402
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
Reports can be set up on the system for self service data export. For more specialised reports, the client can contact support.
Data export formats
  • CSV
  • ODF
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
Uptime/availability for services is 99.9% during Service Hours.

Systems are subject to a planned maintenance strategy. Planned maintenance where possible will be accommodated outside of Service Hours without impacting the availability to Users to the System.
All planned maintenance will be subject to change control procedures and will be communicated to the Purchaser within a reasonable notice period.

Upon request we are able to refund on a prorata basis for any unplanned downtime which falls outside the 99.9% uptime availability.
Approach to resilience
The application is split over physically separate availability zones, as well as a clustered database running over multiple physically separate availability zones.
Outage reporting
Planned maintenance is communicated via in-app notifications and email communications to nominated contact within client. Support desk can give status updates.

For unplanned outages, there is a recorded process to communicate this with nominated contacts within client (whether in office hours or outside hours).

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
We have Access Control Specifications, with the principle that only those who are required have a particular level of access actually do so. Dependent upon the system and action taken, sometimes it will require authorisation from two staff. Access to some information is only allowed via super admin log on. All staff are required to have a DBS check.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • 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
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
QMS
ISO/IEC 27001 accreditation date
17/02/2017
What the ISO/IEC 27001 doesn’t cover
All activities are covered by the certification.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
NHS Information Governance

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
NHS Information Governance
Information security policies and processes
We have ISO27001 and Information Governance Toolkit. We have the following policies in place which have a direct bearing on information security:
Acceptable use of internet and email policy, Access Control Policy, Anti-piracy Policy, Clear Desk and Clear Screen Policy, Cryptographic Controls Policy, Data Protection Policy, Data Retention Policy, Equipment disposal policy, Information Exchange Policy, Information Governance Policy, Information Sensitivity Policy, IT Policy, Laptop Policy, Leaving Policy, Media Destruction Policy, Network Security Policy, Network Systems Monitoring Policy, Remote Working Policy, Secure Development Policy, Security Policy, Security Incident Reporting Policy, Social Media Policy, USB memory sticks Policy, Virus Protection Policy, Whistleblowing Policy.

We have a number of associated processes and procedures designed to adhere to these policies. We have an ongoing process of internal auditing to ensure adherence to these policies and monthly ISMS management meetings.

There is a dedicated software system with recorded process for handling: Security incident, Non-conformity, Change Request.

Staff security awareness training takes place throughout the year with briefing sessions for any substantive policy changes.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
We have a change management process as part of ISO27001. All tickets are logged and tracked via our issue and project tracking software (JIRA) and the potential security impact is assessed as part of the process of signing off a ticket. All changes to the software are tracked in our version control system (Git).
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Server operating systems run Long Term Support versions which are regularly patched.

All application software changes resulting in failed tests or security vulnerabilities are blocked by continuous integration servers.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Role based access control, with audit trail of staff changes to records.

As part of the Information Security Management System we screen staff and we have ongoing training including security awareness. In the case of an incident or near miss we have an incident management procedure and recording process and the Information Security Management System Manager would always been informed.

Dependent upon the nature of the incident we may also inform the ICO and we may report it via the Information Governance reporting tool.
Incident management type
Supplier-defined controls
Incident management approach
For incidents requiring business continuity actions, these are defined within the Business Continuity (Disaster Recovery) Plan.
IS events identified are recorded following the procedures relating to the identification, control and recording of incidents handled using existing escalation procedures when required. These events are assessed by the ISMS Committee ISMS Manager to determine if they are to be defined as information security incidents and when relevant, details are referred to Senior Management.
All comments and actions arising from any incident are recorded within the
recorded incident form and appropriate action is instigated - these can be provided upon request.

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

Pricing

Price
£0.74 a user a month
Discount for educational organisations
No
Free trial available
No

Service documents

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 antony@malinkoapp.com. Tell them what format you need. It will help if you say what assistive technology you use.