iPlato Healthcare Ltd

Practice Messaging for Primary Care

Practice Messaging is a fully automated advanced 2-way text messaging system, improves appointment attendance and QoF performance. The system is fully integrated to all GP Clinical systems and automatically cancels Patient appointments in the Clinical system. Advanced manual SMS campaign management for flu immunisation, NHS Health Checks, cancer screening etc.

Features

  • Automated SMS appointment reminders, automatic appointment cancellation from Patient responses
  • Manual/Campaign messaging to individuals and groups
  • Campaign manager: Import patient groups and/or searches from principle system
  • Campaign Read Code: auto read code based on Patient response
  • Customisable templates (including auto personalisation) and delivery options
  • Patient consent management, including blacklists, GDPR compliant
  • Real-time message status and delivery reporting
  • Message delivery time exclusions and blackout dates
  • Dedicated long number for each practice included
  • Works with the following GP systems: EMIS; Vision and TPP

Benefits

  • Dedicated long number facilitates true ‘2-way’ messaging for Patient replies
  • SMS appointment reminders reduce DNA rates, appreciated by patients
  • Free up short term appointments with auto cancellation feature
  • Fully automated, no practice involvement required
  • Advanced customisation with slot and session holder exclusion capabilities
  • Read code write back for all messaging documents audit trail
  • Campaign Read Code feature: eliminates effort for QoF and DES
  • Simplified setup, no IT skills required to manage
  • N3 hosted system, no software or hardware for the practice

Pricing

£70 to £70 per licence per month

  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

2 1 4 9 5 8 4 8 6 2 7 1 4 7 7

Contact

iPlato Healthcare Ltd

Celia Fleming

020 3743 0060

contracts@iplato.com

Service scope

Software add-on or extension
No
Cloud deployment model
Hybrid cloud
Service constraints
None
System requirements
None

User support

Email or online ticketing support
Email or online ticketing
Support response times
We respond to questions within agreed SLA
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
No
Onsite support
Yes, at extra cost
Support levels
Email, phone, service desk during business hours.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Remote training, onsite training
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Can be provided by Support if required
End-of-contract process
User data deleted, no data record left behind, included in contract.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Direct integration to the number 1 free medical app, myGP®. myGP® is a very popular app and provides a 24/7 digital doorway to the local practice. Many of the frustrations of people with local primary care services come down to access. myGP® and the preGP™ service start from the position of patients being able to book appointments and then helping guide and signpost their journey. Medical record access and prescription management are also key features of myGP®.
Service interface
No
API
No
Customisation available
No

Scaling

Independence of resources
No guarantee

Analytics

Service usage metrics
Yes
Metrics types
Online Dashboard
Reporting types
Real-time dashboards

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
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
Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
CSV
Data export formats
CSV
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
Other
Other protection between networks
All data is encrypted with 3DES.
Data protection within supplier network
IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
99.9
Approach to resilience
Same location, multi line resilience on VPN connections.
Outage reporting
Internal reporting only. Support desk notification to client.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Email address and password
Access restriction testing frequency
At least once a year
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
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • Data Security & Protection Toolkit
  • 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
IGtoolkit

Cyber Essentials Plus
Information security policies and processes
Internally developed policies.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Yes
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Undisclosed
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Undisclosed
Incident management type
Supplier-defined controls
Incident management approach
Undisclosed

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
Yes
Connected networks
NHS Network (N3)

Pricing

Price
£70 to £70 per licence per month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Requirements to be discussed with account manager with interested organisations.

Service documents

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