Unique IQ Ltd

A digital toolkit for home care planning & management

A fully integrated end-to-end care management solution, focused on delivering better care. Manage operational requirements more efficiently, from recruitment, rostering, care planning, monitoring and time attendance through to payroll and invoicing. Automate and digitise medication and task management with an in-built eMAR, feature and oversee care delivery in real-time.

Features

  • 'Carer best' matching option
  • Real-time monitoring
  • Electronic Medication Administration Record (eMAR)
  • Multiple dashboards viewing business, care & user performances
  • Dedicated mobile phone app
  • Digital work logs & care plans
  • Automated clocking in & out
  • Compliance reporting
  • Payroll & mileage calculations
  • Client & family portal

Benefits

  • Gather data, manage risk & look for trends quickly
  • Plan, manage & delivery care effectively
  • Strengthen communication between office staff & lone workers
  • Increase business productivity & efficiency
  • Promote lone worker safety
  • Generate complex compliance reports easily
  • Improve care standards
  • Oversee care delivery in real-time
  • Automate & digitise processes, reducing risk of loss & error
  • Reduce medication & task errors

Pricing

£2 a licence a month

Service documents

Framework

G-Cloud 12

Service ID

1 8 1 1 5 2 2 4 3 0 2 2 8 9 4

Contact

Unique IQ Ltd Chris Ely
Telephone: 0800 888 6868
Email: chris.ely@uniqueiq.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
Requires internet connection
System requirements
  • Software licence
  • Requires connection to internet
  • Username and password
  • Android & iOS handset for IQ:timecard MOBILE app

User support

Email or online ticketing support
Email or online ticketing
Support response times
Our client support team responds to online tickets within an average of 1 hour of receipt during weekday business hours. The client is sent an automated response to tickets within 1 minute of raising a request.

We offer an online support centre 24/7 / 365 help on our IQ:timecard software. Clients can access this via the normal routes of telephone and email and this is picked up by our out of hours voicemail service.

On call will ascertain the severity of the issue raised and respond accordingly. All business critical (including system outages) are responded to immediately.
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
We provide a freephone helpline, with emergency response available when outside of business hours for business critical issues.

Buyers will have access to a dedicated Account Management Team, who will provide direct contact details for assistance in account management and system queries and creates continuity within a client and their requirements.

All of the account management team have extensive technical knowledge around the system features and capabilities and so are uniquely placed to offer direct support. The Account Management team also have full knowledge of the client and their requirements as all client correspondence and communication is held within a central CRM system.

All support is offered as part of the licence fees for the system and is ongoing for the lifecycle of the system.
Support available to third parties
No

Onboarding and offboarding

Getting started
We provide clients with a full implementation plan which can include one on-site training session. We also provide extensive user documentation and on-going training via remote software.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Users have access to the service following termination. This means that historical data can be accessed using the login credentials provided during service. We do not revoke access to system following termination due to clients needing access to retrospective data
End-of-contract process
Once a client applies for termination, we work with the client to ensure smooth transition to their chosen provider. This may include data transfer to a new system. Data transfer is provided at no additional cost.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • 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
IQ:timecard will work on a mobile or tablet device. The software will automatically adapt the interface based on screen size.

The IQ:timecard MOBILE app is specifically designed to be used on mobile only. Available on Android and iOS only.

IQ:careplanner does not offer mobile support. IQ:careplanner is compatible with the Windows operating system only.
Service interface
No
API
No
Customisation available
Yes
Description of customisation
Buyers can customise IQ:careplanner & IQ:timecard to include their logo and colour scheme.

The types of digital records and forms can be customised within the IQ:timecard software. We have an extensive permissions module within the system so that users are able to access only areas of the system they have permission to. This is set by a system administrator within the organisation

Scaling

Independence of resources
IQ:careplanner - is based on an elastically scaled database, allowing for flexibility and minimising impact on end user machines.

IQ:timecard - is monitored closely using third party tools and alerts. If needed, resources can be reallocated to high use portions of the system.

Analytics

Service usage metrics
Yes
Metrics types
An analytics dashboard is available at end user level. The IQ:timecard dashboard will provide an overview of the recent activity, number of calls per hour, job distribution, scheduled vs actual hours and a live status breakdown of current care support workers. The care quality dashboard within IQ:timecard give a clear review of eMAR and tasks.
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

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
Managed by a third party
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
Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
End users can export data into .CSV and XLS formats.

The electronic forms and documents can also be exported in a PDF format.
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • XLS
Data import formats
  • CSV
  • Other

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
An SLA is in place around both support and system downtime. All emergency or planned maintenance is performed outside of normal business hours. We have extensive system monitoring in place to allow us to proactively inform clients of any potential issues or downtime and resolution is well communicated in terms of turnaround for resolution.
Approach to resilience
Available on request
Outage reporting
We have various monitoring tools that monitor our systems and services 24/7 365. We are uniquely placed to be very proactive with communication to clients around system outages. All clients are informed by email and have regular updates until a resolution is achieved.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
Access is granted through profile accounts and permission based policies.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • 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
At least 12 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
Cyber Essentials PLUS

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
Other
Other security governance standards
Cyber Essentials PLUS
Information security policies and processes
Cyber Essentials PLUS certification received in May 2020.

Staff members are provided with our Data Protection Policy and trained in the importance of correct data handling. We have policies in place to protect client data, these are agreed and signed by staff members before access to the live systems is granted. Full policies are available to buyers upon request.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
We have a full change management process whereby changes are requested, scoped by an in-house team of technical analysts and signed off by a client prior to going into our development roadmap. All changes to the system are put into a UAT testing environment for both internal testers and the client to pilot and test any changes prior to them being released into live environments.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Critical patches are applied as soon as notification is received. Information about potential threats are received via industry newsletters and notifications from our third party vendors.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We carry out penetration tests in house, in the event we discover a compromise our team reviews and resolves the situation based on their level of severity. Our monitoring and technical support are in place 24/7-365 with support for client and system based incidents. We have strong communication links with our third party suppliers, ensuring any incidents they encounter are reported to us within 15 minutes to allow immediate action and resolution.
Incident management type
Supplier-defined controls
Incident management approach
We have a pre-defined process for common events. Users can report incidents through our telephone or email ticketing systems. These are picked up by our Operations Director who will advise all staff internally and assign the process of resolution to a specific team/person based on the ticket details and necessary outcome. The incident reports are available upon client request.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Pricing

Price
£2 a licence a month
Discount for educational organisations
No
Free trial available
No

Service documents