Hospify Hub

The Hospify Hub enables an organisation to onboard, validate and manage users of the Hospify mobile message app via on online, browser-based interface.

Using the Hub, administrators are able to set up authorised chat groups and define "audiences" to which they can broadcast messages and request specified responses.


  • Online interface to administrate GDPR-compliant messaging for teams
  • Simple, trackable user onboarding
  • Automatically upgrade users to Premium service level
  • Validate employee identities in app directory
  • Administrate and control authorised mobile chat groups
  • Broadcast messages and attachments
  • Trackable message user responses
  • Anonymous chat
  • "Serverless" architecture enables enforcement of data deletion policies
  • Online group chat (add-on feature)


  • Limit subject data access & data breach liabilities from messaging
  • Tag and segment users into custom Audiences
  • Broadcast messages to your Audiences
  • Add customisable response buttons to your broadcast messages
  • Segment and target users by response
  • Remotely administrate authorised chat groups on users' phones
  • Allow users to report issues anonymously
  • Enable clinicians to issue timed access to others patients
  • Combine paid users and free users in one service directory
  • Enforce GDPR-compliant messaging policies


£1 to £5 per person per month

Service documents

G-Cloud 10






Service scope

Service scope
Software add-on or extension Yes
What software services is the service an extension to The Hospify compliant instant messaging app (free to download and use in the Apple Appstore and Google Play Store)
Cloud deployment model Hybrid cloud
Service constraints No
System requirements
  • An internet-connected computer running an up-to-date browser
  • (See list of browsers below for more details)

User support

User support
Email or online ticketing support Email or online ticketing
Support response times The Supplier shall provide Email Support during Normal Business Hours and will respond to all requests during those times within four hours.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support No
Support levels Hospify provides one support level for all customers of the Hub, as it is a standardised service with generic functionality. Hospify provides Email and Phone Support during Normal Business Hours and will respond to all requests during that time period within four hours.

Hospify shall use commercially reasonable endeavours to make the Services available 24 hours a day, seven days a week, except for:
(i) planned maintenance carried out during the maintenance window of 10.00 pm to 2.00 am UK time; and
(ii) unscheduled maintenance performed outside Normal Business Hours, provided that the Supplier has used reasonable endeavours to give the Customer at least 6 Normal Business Hours' notice in advance.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started The Hub is very simple to use and includes built-in tooltips in the online interface to explain functions.

Hospify also provides online training and onsite training when practical. User documentation is provided on our website.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Hospify's GDPR-compliant data deletion policies do not allow for large-scale export of data from the Hub. When the contract ends all user data in a client's Hub is securely deleted.
End-of-contract process At the end of the contract Hospify will give the client 30 days to renew on refreshed terms (e.g. to request an upgrade/revert to a new bundle size, or an alteration to bespoke pricing).

Should renewal not be agreed and a new invoice not issued, the client's Hub account along with all registration and messaging data therein will be deleted on day 31. From that point on Client administrators will no longer be able to access the Hub and client Channel users will no longer see the Channel in their Channel memberships list in the App. Groups set up as authorised Groups via the Hub will no longer be marked in the App as authorised and may be deleted. All information held in the Hub will be securely deleted, with no backup.

Users validated via the Hub will no longer be marked as validated. Users who have been upgraded to the App Premium service as a result of being a member of the client's Channel will revert to the Hospify free app, and will lose access to any Premium services unless they are members of Channels belonging to other clients, in which event their Premium service level will be maintained.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install Yes
Compatible operating systems
  • Android
  • IOS
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Mobile devices run the Hospify compliant messaging client, which allows the user to engage in 1-2-1 and Group chat.

The Hospify Hub is only accessible via a password-protected web browser, hosted via a desktop computer for preference, although it is also possible to connect to the Hub using a browser on a mobile device.

All the administrative functions particular to the hub (user onboarding, official group management audience creation & tagging, message broadcasting, freedom to speak up) are only accessible via the Hub's online interface.
Accessibility standards WCAG 2.0 A
Accessibility testing None
Customisation available No


Independence of resources The "serverless" architecture that underpins Hospify - in which mobile devices themselves handle a lot of the functions traditionally handled by cloud-based servers - distributes processing load throughout the client network and significantly reduces server overheads and scaling bottlenecks.

Hospify uses Ably.io realtime servers under exclusive contract for message transit; these function according to a scalable PubSub model, which is able to handle significant increases in load.

The Hospify Hub itself uses Amazon Web Services lambda functions for service provision; these are highly responsive to fluctuates in demand and are in theory infinitely scalable.


Service usage metrics Yes
Metrics types The Hospify Hub provides analytics around the broadcast messages sent via the users' messaging Channel.

These broadcast messages can be configured to elicit responses from individual recipients, and the Channel dashboard shows stats around the numbers of messages sent and responded to.

The Hub also displays information around the onboarding user tokens issued via the service, for example, whether of not the individual user has activated their token, and how much any one token has left before it expires.
Reporting types Real-time dashboards


Supplier type Not a reseller

Staff security

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

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations European Economic Area (EEA)
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 In-house
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
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 importing and exporting
Data export approach Limited data export via the Hub is available.

Lists of registered users, dashboard statistics and Channel messaging analytics are exportable in CSV or JSON formats.

For reasons of data compliance, large scale text, picture and group messaging export is not supported. Individual messages and pictures can be exported into other applications via text/image cut-and-paste. Pictures can be exported in their original formats.

Documents sent as message attachments can be exported as PDFs.
Data export formats
  • CSV
  • Other
Other data export formats
  • JSON
  • Common picture formats
  • PDF
Data import formats CSV

Data-in-transit protection

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)
  • Other
Other protection within supplier network Hospify uses Elliptic Curve encryption with Private/Public key infrastructure (details here: https://www.nominet.uk/researchblog/how-elliptic-curve-cryptography-encryption-works/). The service uses AES 256-bit for the symmetrical encryption from the derived key.

Messages in transit are deleted after 72 hours even if delivery fails. The App or Hub itself deals with retries, not the transit servers. Data transportation to these servers occurs using TLS 2048-bit encryption.

On device the hardware security features are used to store sensitive information such as keys. Any other data is encrypted at rest using AES 256-bit encryption. The Hospify App has its own access control measures, including a PIN screen.

Availability and resilience

Availability and resilience
Guaranteed availability Hospify shall use commercially reasonable endeavours to make the Services available 24 hours a day, seven days a week, except for:

(i) planned maintenance carried out during the maintenance window of 10.00 pm to 2.00 am UK time; and

(ii) unscheduled maintenance performed outside Normal Business Hours, provided that Hospify has used reasonable endeavours to give the Client at least 6 Normal Business Hours' notice in advance.

Hospify shall provide Support during Normal Business Hours and will respond to all requests within four hours.
Approach to resilience Hospify uses recognised suppliers - Ably.io and Amazon Web Services - for its datacentre requirements.

Hospify deploys multi-site datacentre redundancy across sites situated exclusively within the UK and EU.

Our "serverless" architecture decentralises much of the service's server function to users mobile devices, which reduces cloud server overhead, improves compliance, and creates network resilience.

Details of specific network infrastructures including audit documents and network diagrams are available on request.
Outage reporting In the event of service outages or data breaches, Hospify makes affected customers and clients aware of the data breach within 72 hours of discovery either via email or via the Hospify app, whichever is the most appropriate given the circumstances.

Identity and authentication

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 Username and password, and two-factor authentification
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

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 Between 6 months and 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 Between 6 months and 12 months
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 British Assessment Bureau
ISO/IEC 27001 accreditation date 20/12/2017
What the ISO/IEC 27001 doesn’t cover Hospify also complies with the NHS Information Governance Toolkit (Organisation number 8JN92, Level 2), is registered with the Information Commissioner's Office, and has US Department of Commerce SNAP-R Encryption Export Registration (ERN R111191).

Going forward, Hospify intends to augment its ISO27001 certification with the Cyber Essentials certification, and to carry out regular Data Protection Impact Assessments in accordance with the requirements of GDPR.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications
  • NHS Information Governance Toolkit, Level 2
  • US Department of Commerce SNAP-R Encryption Registration
  • Information Commissioner's Office registration

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards ISO/IEC 27001
Information security policies and processes ISO27001:2013 Business Management System
NHS Information Governance Toolkit

Operational security

Operational security
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach It is Hospify's policy to maintain a Business Management System (BMS) designed to meet the requirements of ISO 27001:2013 in pursuit of its primary objectives, the purpose and the context of the organisation.

This BMS includes an information security policy which provides a framework for setting, monitoring, reviewing and achieving our objectives, programmes and targets.

To ensure the company maintains its awareness for continuous improvement, the BMS is regularly reviewed by Senior Management to ensure it remains appropriate and suitable to our business. The Business Management System is subject to both internal and external annual audits.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach The approach to Hospify's vulnerability treatment plan has been designed and implemented using the main headings within the ISO 27001:2013 standard as a guide to establish that all controls required have been considered and that there are no omissions.

Our Statement of Applicability (SOA) identifies controls to mitigate risks following the process of identification, analysis and evaluation described in section 7 of the standard and is directly linked to the aspects of the organisation.

Hospify monitors activity with its services via built in analytics and active user feedback, and aims to patch critical issues within 24 hours of discovery.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Monitoring is based on risk and is linked to our ISO27001 risk & opportunities register together with the risk assessments which are carried out bi-annually. Risk is also monitored through internal audits and management review to ensure the effectiveness of the management system. Customer feedback, which primarily takes place via the Feedback options in the Hospify Hub and app, is logged in our Corrective Action Log.

Should a nonconformity occur, including those arising from complaints, internal audits & external third party assessments, corrective action including root cause analysis is completed and implemented within two weeks to avoid any further occurrences.
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach Hospify's incident management response procedures are included in its ISO27001:2013 Information Security Policy.

All cloud services have detailed event logs which are regularly reviewed and data is always transferred over TLS. Staff and contractors are advised to report any suspicious activity. Individual users can report incidents via email, via the Hospify Hub and app, or via the Hospify website. The CEO and CTO are notified of any such cases.

Incident reports are provided to the Hospify Board and, in the case of data breaches, to the ICO and to the HSCIC via the IG SIRI Incident Reporting Tool.

Secure development

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

Public sector networks

Public sector networks
Connection to public sector networks No


Price £1 to £5 per person per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial The basic Hospify mobile app, which provides 1-2-1 and Group messaging on iOS and Android devices, is free for anyone to use for an unlimited period.

This free app does not include access to the Hospify Hub. A 30-day free trial of the Hub can be arranged on request.
Link to free trial https://www.hospify.com


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