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

£2 a licence a month

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 chris.ely@uniqueiq.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

181152243022894

Contact

Chris Ely
0800 888 6868
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

• 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 chris.ely@uniqueiq.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.