Graphnet Health Limited

Carecentric

CareCentric Health Integration Exchange Platform provides: real-time, secure, unified shared care records via Clinical Portal and Patient Portal; system integration/interoperability; CareConnect FHIR standards support; data capture forms for assessments, care plans, End of Life; mobile solutions; Personal Health Records, Population Health, Analytics and innovative solutions for managing Long Term Conditions.

Features

  • Real-time shared record solutions, used by 50,000+ care professionals
  • Engaging and intuitive to use, with local configuration options
  • Browser and mobile access, including support for offline working
  • Seamless and secure navigation from local systems
  • Pre-configured data feeds available from leading care systems
  • Secure access, robust consent models and comprehensive audit trails
  • Simple creation of rule-based forms, including assessments and plans
  • Innovative use of wearable technologies/Apps/monitoring devices
  • Patient Portal enabling citizen engagement in their care
  • Proven business intelligence and reporting

Benefits

  • Safer, more targeted, coordinated and timely care across settings
  • Reductions in A&E attendances, unscheduled admissions and Length of Stay
  • Cost savings for unwarranted activities, e.g., appointments, admissions and tests
  • Improved communication and access to information for care professionals
  • Reduced clinical risk e.g. through more efficient medicines reconciliation
  • ‘Do once and share’: A reduction in duplication of effort
  • A reduction in the need for, and use of, paper
  • Improved management of complex and life-limiting conditions
  • Enablement of patient participation and engagement in their care
  • Better outcomes and improved quality of life

Pricing

£210,000 a unit a year

Service documents

Framework

G-Cloud 12

Service ID

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

Contact

Graphnet Health Limited Sarah Pendlebury
Telephone: 07720 340599
Email: sarah.pendlebury@graphnethealth.com

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
The service is based upon a very 'open' software stack and deployment model. Specifically though;
- Browser access must be based on the approved list below
- Mobile device access must be based on supported mobile operating systems (IOS, Android as primary platforms)
- Mobile device management is not included - just the clinical applications
- The local deployment model *may* by constrained by local IG and security policies regarding presentation of secure information via N3 or public networks.
System requirements
  • Web: IE11 (11.0.9600.18059 Internet Explorer 11); Google Chrome ; Firefox
  • Access to the web server via http/https
  • Mobile: Apple iPad 3 and above, iOS 9.0
  • Android: 4.4 (KitKat) and above

User support

Email or online ticketing support
Email or online ticketing
Support response times
Support is available on commencement of live service and we offer a variety of support packages. Each support package includes full details of call priority rankings and the corresponding response times agreed with the customer.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 A
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Options to suit customer's need. Typically 9 - 5.30pm, 24/7 or other daily times possible subject to agreed SLA and commercials. Costings depend on the number of product and user licences required. Support engineers are supplied as part of the Service Desk provision as specified under the Service Level T&Cs for each customer.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Our training methodologies have continually evolved over our 25 years of experience, supporting care providers in their implementation of our range of products.

Our preferred approach is to provide Train the Trainer training, so customer’s can then go on to deliver specialist training for end users (including clinicians and other care professionals, as well as for specialist users, such as system administrators,) and to support the customer team in preparation and early delivery of end user training. These local trainers act as super users within the local organisations. Trainers from all participating organisations will be provided with comprehensive training materials which will facilitate the customer’s provision of first-line support.

CareCentric Portal End User training - For end-users the bulk of the training requirement concerns patient consent, confidentiality, and a description of the data available for which patient groups.

We will provide a Training environment which mirrors the live use CareCentric portal; it has numbers of test patients which provide examples of patients and data for training purposes. The nature of our solution footprint is such that building functional environments for the purposes of training etc. can be achieved relatively quickly and using virtualised resources to control cost and improve flexibility.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Graphnet would expect to have included in the Contract with the customer a schedule setting out the parties’ obligation on “Exit”. This would include details of our obligations to transfer Authority Data in an agreed format.
End-of-contract process
Graphnet would expect to have included in the Contract a schedule setting out the parties’ obligation on “Exit”, the schedule would typically include its obligations:
• to transfer Authority Data in an agreed format;
• the return, removal of any Authority provided software;
• the provision of other reasonable termination assistance at the Authority’s request at the Supplier’s standard rates (e.g. to assist with data migration to the replacement contractor’s system).
In addition, if necessary, a “read only licence” for historic data is possible.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
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
In each case, the presentation of information has been optimised for the type of device in use. The web version of CareCentric is designed to scale to any desired resolution dynamically using the inbuilt capabilities of modern web browsers. The App versions are designed to suit the particular form factors of the devices being used.
Service interface
Yes
Description of service interface
CareCentric has a clean, modern and intuitive user interface, designed in collaboration with a wide-range of our users. The system uses native operating systems, with screens designed for each device to achieve the best user experience. Secure access to information is rapid, with meaningful landing page views, pre-configured to meet the requirements of specific groups of users. Consistent screen layouts and unambiguous, familiar navigation tools simplify use and engage users. Landing page summary tiles display key information, with further details a click away.
Accessibility standards
WCAG 2.1 A
Accessibility testing
The solution has been designed taking into account the W3C Web Content Accessibility Guidelines and also to meet NHS CUI guidelines and general user experience (UX) standards such as material design and iOS human interface guidelines for mobile products.
We undergo testing during the design process to support colour blindness, high contrast settings and use of iconography as well as colour in key areas of the application. Additionally, we are prepared to work with customers that have specific needs on a case by case basis. Our Agile design and development approach is collaborative so we continue to develop accessible, meaningful and intuitive system. In particular:
• Information tiles can be configured to present data in a variety of formats, font sizes etc.
• Tiles have a simple and clear layout, with a consistent, easy to read text spacing, and colour contrast
• CareCentric uses a standard CUI interface, users can interact with both keyboard and mouse, navigation is consistent throughout.
• Headings and labels describing content, simple and unambiguous
• Our Personal Health Record has simplified views with information presented in a way consistent with non-clinical users.
• Icons are intuitive, graphics are used where possible to simplify content meaning.
API
Yes
What users can and can't do using the API
Third parties can embed CareCentric in their software in user and/or patient context sync. Conversely, CareCentric can launch third party software in user and/or patient context.
Third parties can surface data in CareCentric using the Highway data adapter layer.
Third parties can interact with CareCentric using a RESTful OpenAPI. The current API supports retrieval of patient lists, user authentication, patient consent, recording audit log entries, patient alerts, and patient record retrieval.
Potential integrators with our API can access the API documentation free of charge and also access the API free of charge. Our API access falls within the identified usage model due to the nature of the data being accessed, there would need to be identified access by this consuming system i.e. identified usage of the API.
API documentation
Yes
API documentation formats
Open API (also known as Swagger)
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Multiple system information contributed to the CareCentric shared care record is presented in accessible, intuitive and clinically meaningful views. Data is displayed in tile views grouped into, for example, Medications, Problems, Diagnoses and Procedures, Test Results, Current Problems, Recent consultations, Admissions, Summaries of any specialist care, e.g., Cancer, Mental Health and Social Care, and so on. Documents, which could include care plans made and discharge summaries issued are also available to view.

Scaling

Independence of resources
Availability is a key consideration in our comprehensive approach which covers the hardware platform, software design and associated processes which cover Support and Maintenance, Business Continuity and Disaster Recovery.

For a cloud hosted solution we will provide a solution that has been sized appropriately for current and agreed future expansion requirements, with redundancy built in.

Analytics

Service usage metrics
Yes
Metrics types
The metrics provides relate to;
- Number of user logins over time
- Number of repeat user accesses or users using the system more than once
- Number of patient records accessed.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

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
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
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
Physical access control, complying with another standard
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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
The CareCentric platform provides a secure flexible user interface to export any data within the system in a csv format. These extracts can be ad-hoc or scheduled. Bespoke extracts can also be setup using Microsoft Azure functionality into any supported system.
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)
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
Service Level Agreements, including compensation arrangements, are flexible to meet our customer's individual requirements, budgets and priorities. Full details would be agreed as part of contract negotiations. It is normal for us to contract to a service the puts a meaningful element of the monthly service charge at risk if, for example, the agreed availability is delivered.
Approach to resilience
Our hosted Azure service is robust secure and highly available hosting service. Microsoft Azure meets a broad set of international and industry-specific compliance standards, such as ISO 27001, HIPAA, FedRAMP, SOC 1 and SOC 2, as well as country-specific standards, such as UK G-Cloud. British Standards Institute verify Azure’s adherence to the strict security controls these standards mandate Full details regarding our service, including resilience, availability, security, business continuity and disaster recovery, will be made available on request.
Outage reporting
All outages are recorded as part of the incident management process and should a problem be detected then the service desk will inform the customer as required.

Identity and authentication

User authentication needed
Yes
User authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels
All CareCentric applications provide an in-built Role Based Access Control (RBAC) model, which manages which functions a user has access to and which views of data they are able to see. The system includes 25 pre-configured roles, which align with the National Registration Authority Smart Card access roles and are grouped into 5 granular levels of system functionality. CareCentric has a well-established concept of Patient Groups, which supports the ability to control which users, roles and groups of users have access to which groups of patients. System Administrators can also further refine permissions, as required.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password

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
Bsi / 27001:2013 - IS 614375
ISO/IEC 27001 accreditation date
15/07/2015
What the ISO/IEC 27001 doesn’t cover
Our 27001 covers the full business operation without exclusions.
Graphnet holds Certification number IS 614375 and operates Information Management Systems which comply with the requirements of ISO/IEC 27001:13 for:
All automated information systems under the direct control of Graphnet Health Ltd.
All employees and agents of Graphnet Health Ltd
All employees and agents of other organisations who directly or indirectly make use of or support the use of information systems under the direct control of Graphnet Health Ltd
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • IG toolkit (NHS Digital ODS code 8GX89).
  • ISO9001:2008, (FS614373);
  • Data Protection Act 1998 (DPA)
  • Level 3 compliance with NHS IGSoC

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
We comply with NHS standards and best practice guidelines. Standards/accreditations include;
•ISO27001:2013
•ISO9001:2015
•Data Security and Protection Toolkit
•Cyber Essentals Plus

Graphent's ICO Registration is Z1045461

Graphnet are also working towards achieving compliance with ISO28018 in 2020.
Other SCCIs/ISNs applicable to shared care record solutions, including ISB 0129 and DSCN14-2009.
Information security policies and processes
We have a range of policies to ensure we adhere to IG and Information Security arrangements. These include:
-Access Control
-Information Governance
-Project and Security Coding
-Clean Screen and Clear Desk
-PID
-Secure Software
-Solution Development Procedure
-Data Transfer (Encryption)
-Secure Disposal
-Acceptable Use
-Network Control.
We have other specific guidance and polices available to provide assurance with our Data Processor and internal responsibilities.

We have an IG Steering Group which our IG Manager, Information Security Manager, ISO Compliance Manager, SIRO and Caldicott Guardian all sit on. Through these key roles we ensure policies are reviewed and amended in light of any issues arising, audit reviews and process changes etc.

Policies are available to all staff via our employee hub system which requires staff to read all required policies.

We incorporate the Crown Commercial Service’s Generic Standard GDPR clauses in all our contracts where we process personal data; we process in compliance with Article 32. Where services use the “cloud” this processing adheres to the fourteen National Cyber Security Centre cloud service security principles as applicable to UK OFFICIAL and the cloud host complies with ISO27018, a standard which Graphnet are also working towards achieving compliance with in 2020.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Graphnet follow a standard ITIL deployment methodology and use AGILE Design and Development practices for the iterative delivery of software releases which may include major or minor features / functions and any patches. We use JIRA case management system to log, track and manage change requests.

All Releases and changes are version controlled through our Change Management process. All patches are tested internally prior to deployment and are monitored for success. Customers are provided with Release Notes and are advised to carry out formal acceptance testing where any bugs may be identified prior to deploying to the LIVE environment.
Vulnerability management type
Undisclosed
Vulnerability management approach
We use a combination of internal vulnerability scanners, system monitoring and industry sources to monitor for possible threats, applying patches within 14 days of their release. Additionally, we use NHS CARE-cert, US-Cert and industry publications to assess threats weekly and respond accordingly. Out Of Band patch releases are investigated and installed immediately if appropriate.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
The overall architecture of our solution is based on a modern, enterprise, n-tier architecture, designed to be secure and robust. It uses Windows Server 2012 and IIS hosting which employs a federated security model.
Security and integrity of Graphnet applications is tested at every major Release through formal penetration testing, carried out by an accredited independent Information Security practitioner to exacting criteria set by CREST and CHECK.
Our AGILE development approach enables rapid bug resolution and deployment of software updates.
Incident management type
Supplier-defined controls
Incident management approach
Incidents are formally managed through Graphnet's Support Desk, using an ITIL focused call logging application to record, track and manage issues through all stages of the incident lifecycle. The Service Desk is also briefed on the service responses agreed through the customer contracts and use the incident logging application to monitor incidents’ service level response times.

Problems are identified through incident reviews and managed through diagnosis, resolution and planned changes. These reviews of issues attempt to identify trends/recurrent issues; when identified, these undergo a root cause analysis and recommendations are made for changes to the product based on the analysis.

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
Yes
Connected networks
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Pricing

Price
£210,000 a unit a year
Discount for educational organisations
No
Free trial available
No

Service documents