GOV.UK
CHC Case Management, Referrals and Assessments
Case Management System supporting the entire patient journey: from referral, assessment, eligibility decision, through to care planning and brokerage, 3m and 12m reviews, to payment and reporting. Supporting Continuing Healthcare (CHC), Joint-Funded packages, S117, Childrens CC, FNC.
Features
- Designed with our NHS partners
- Centralised patient record with associated activity records and tools
- Integrated Referral tool with digitised forms (e.g. Checklist, DST),
- Reviews section records reviews with patient/families
- PHB operations (including Third Party and Direct Payments)
- Finance and payment mechanisms supporting accurate and streamlined payment processes
- Interfaces with other NHS systems, including SPINE and NHS SBS
- Fully compliant with National CHC Framework
- Secure platform, UK hosted meeting NHS IG/security standards
- Secure and robust platform, UK hosted meeting NHS IG/security standards
Benefits
- Supports mobile working to save clinical resource
- Robust and responsive platform
- Supports move away from paper to fully digitised process
- Data controls on all fields,
- Data capture and reporting quality ,supporting forecasting accuracy
- Full visibility over patient cohort
- Outstanding activities across case workers/managers
- Data insights and analytics available to CCGs
- Creates complete control and visibility over all CHC patient activity
- Comprehensive and fully managed implementation
Pricing
£20000 per licence per year
Service documents
Framework
G-Cloud 11
Service ID
187807042011699
Contact
Service scope
| Software add-on or extension | Yes, but can also be used as a standalone service |
| What software services is the service an extension to | Please see the full adam portfolio - All detailed in the Service Definition Documentation |
| Cloud deployment model | Private cloud |
| Service constraints |
*Supported devices • PC • Mac • Smartphone • Tablet *Supported web browsers • Internet Explorer 8 • Internet Explorer 9 • Internet Explorer 10+ • Microsoft Edge • Firefox • Firefox Developer • Chrome • Safari • Opera |
| System requirements | None - SProc.Net is a web-based solution |
User support
| Email or online ticketing support | Email or online ticketing |
| Support response times |
The Support Team provides operational support between the hours of 08:30 and 17:00 Monday to Friday. • Contact Method >> Measurement >> Target ===================================================================================== • SProc.Net Query Activation Time >> Within 1 Hour >> 95% • SProc.Net Query Resolution Time >> Within 24 Hours >> 90% • Live Chat Initial Response Time >> Within 10 Minutes >> 90% • Telephone Enquiries >>Number of client and Service Provider Calls Answered first time and within 30 seconds >> 90% |
| User can manage status and priority of support tickets | Yes |
| Online ticketing support accessibility | WCAG 2.1 A |
| Phone support | Yes |
| Phone support availability | 9 to 5 (UK time), Monday to Friday |
| Web chat support | Web chat |
| Web chat support availability | 9 to 5 (UK time), Monday to Friday |
| Web chat support accessibility standard | WCAG 2.1 AAA |
| Web chat accessibility testing | Standard usability testing |
| Onsite support | Yes, at extra cost |
| Support levels | Our Operation provides a comprehensive set of support services ensuring our customers and providers derive the absolute maximum value from our products and services. During implementation our project team support customers with change management and set up the system to best fit needs of the individual authority. Training is delivered onsite or off-site via webinar. Post go-live training requirements is chargeable. We engage with providers and provide training to all users Our Support Team located at HQ in Milton Keynes, provides operational support between the hours of 08:30 and 17:00 Monday to Friday. The team also reviews and manages each transaction processed through our system to ensure they are processed seamlessly and without delay. Our Supplier Relationship Management team is responsible for building, developing and maintaining supply chains for customers. They will ensure a robust and responsive provider base is available customers at all times. Finally, as part of the overall support services, clients are provided with a designated Service Delivery Manager responsible for the strategic management and development of the contract. Escalation of technical issues with the product will be to our development team, including programmers and cloud support staff. Please see the Service Description for full details. |
| Support available to third parties | Yes |
Onboarding and offboarding
| Getting started | Full implementation project management including onsite and online training |
| Service documentation | Yes |
| Documentation formats | |
| End-of-contract data extraction | Adam would work with the customer to ensure all required data is extracted and exported to a useable data format . Although not usually chargeable, adam can only assess each instance once the requirements are known, and may have to charge for some work. |
| End-of-contract process | This is determined on a client-by-client basis, dependant upon their requirements for such things as retention periods and required data formatting. Although not usually chargeable, adam can only assess each instance once the requirements are known, and may have to charge for some work. |
Using the service
| Web browser interface | Yes |
| Supported browsers |
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| Application to install | No |
| Designed for use on mobile devices | Yes |
| Differences between the mobile and desktop service | SProc.Net is a web-based application, built as a responsive web site, so all functionality that exists when accessing via a desktop is available on mobile |
| API | Yes |
| What users can and can't do using the API | SProc.Net does not currently have any open APIs. All existing APIs are specific to existing clients. New APIs can be created on a case-by-case basis but are likely to be chargeable. |
| API documentation | No |
| API sandbox or test environment | No |
| Customisation available | No |
Scaling
| Independence of resources | The Infrastructure is designed for scalability in both the web server and database environment. Available capacity is always over specified to ensure performance is not affected by peaks in service. Resource usage is tracked and reviewed daily to ensure maximum required resource is always available. |
Analytics
| Service usage metrics | Yes |
| Metrics types | Service metrics are provided for adam's Measures of Success as standard (please see our full Service Description for details). Other, client specific, KPIs will be provided where possible. |
| Reporting types |
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Resellers
| Supplier type | Not a reseller |
Staff security
| Staff security clearance | Conforms to BS7858:2012 |
| 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 | Managed by a third party |
| Penetration testing frequency | At least once a year |
| Penetration testing approach | Another external penetration testing organisation |
| Protecting data at rest |
|
| Other data at rest protection approach | Prospective clients are welcome to review adam's Data Protection and Information Security Policy on request |
| Data sanitisation process | No |
| Equipment disposal approach | A third-party destruction service |
Data importing and exporting
| Data export approach | Adam provides a comprehensive suite of reports to cover most users requirements from SProc.Net. Other reports may be generated on request but may be chargeable. All list pages have an export-to-Excel feature. All SQL reports can be exported to Excel, CSV or PDF. |
| Data export formats |
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| Data import formats | Other |
| Other data import formats |
|
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 | Over the past 12 months adam has operated at system uptime of above 99.999%. We have SLAs in place to provide uptime of 99.95% and this SLA has been met in perpetuity. As such adam has never had to pay compensation for system unavailability. |
| Approach to resilience |
The private cloud is synchronously replicated to the secondary datacentre allowing for a rapid disaster recovery process, with replication and failover to the secondary data centre using VMware SRM. The DR platform can be invoked from both the primary and the secondary fully resilient locations. No single point of failure at any level of the setup and database availability groups allows instantaneous failover in the event of a primary database failure, meaning no noticeable impact to system users. |
| Outage reporting |
Over the past year system uptime has been >99.999%. In the unlikely event of a system outage we have a set of responses and protocols documented in our Disaster Recovery documents. Outages are reported to our MD and CTO immediately and notified to the Senior Management Team. Within 15 minutes our Support Team will notify all users of the issue and the next steps. We will provide alternative URLs for system access and will revert to manual processes where appropriate. Our Account Management Team will inform our key stakeholders with regular contact providing updates every 30 minutes. Users will be provided with an emergency operational contact. Once the situation is resolved all users will be notified. Our Support Team will review the impact on the users and will follow up with any who may have been in the process of completing transactions. Our Account Management Team will advise when the situation has been resolved and will provide details of the incident. Further to this a Disaster Recovery Incident report will be created that explains in detail the issue that occurred, steps taken and any appropriate measures to prevent reoccurrence. This report will be distributed to any affected customers as necessary. |
Identity and authentication
| User authentication needed | Yes |
| User authentication | Username or password |
| Access restrictions in management interfaces and support channels | Prospective clients are welcome to review adam's Data Protection and Information Security Policy on request |
| Access restriction testing frequency | At least every 6 months |
| Management access 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 | Yes |
| Who accredited the ISO/IEC 27001 | British Assessment Bureau |
| ISO/IEC 27001 accreditation date | DPH - 26/8/2016 adam - 21/4/2016 |
| What the ISO/IEC 27001 doesn’t cover | Nothing |
| ISO 28000:2007 certification | No |
| CSA STAR certification | No |
| PCI certification | No |
| Other security certifications | Yes |
| Any other security certifications |
|
Security governance
| Named board-level person responsible for service security | Yes |
| Security governance certified | Yes |
| Security governance standards |
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| Other security governance standards |
Cyber Essentials IG Toolkit |
| Information security policies and processes | Prospective clients are welcome to review adam's Data Protection and Information Security Policy on request |
Operational security
| Configuration and change management standard | Supplier-defined controls |
| Configuration and change management approach | Prospective clients are welcome to review adam's Data Protection and Information Security Policy on request |
| Vulnerability management type | Supplier-defined controls |
| Vulnerability management approach | Prospective clients are welcome to review adam's Data Protection and Information Security Policy on request |
| Protective monitoring type | Supplier-defined controls |
| Protective monitoring approach |
We have monitoring at application, database and infrastructure level that proactively monitors for issues. Any alert that is triggered, will automatically be sent to the production support team who will investigate the issues. Response times and fix times will be dependent on the severity of the issue. Prospective clients are welcome to review adam's Data Protection and Information Security Policy on request |
| Incident management type | Supplier-defined controls |
| Incident management approach | Prospective clients are welcome to review adam's Data Protection and Information Security Policy on 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 | £20000 per licence per year |
| Discount for educational organisations | No |
| Free trial available | No |