GP Access Ltd

askmyGP

Online consultations (econsultations or econsults) enable patients to seek help online from their GP, and the practice to respond by integrated secure message or phone. Digital triage saves GPs around 3 minutes per episode, a major efficiency gain, while our change programmes move up to 80% of demand online.

Features

  • Patients/parents/carers seek help at any time on any problem, online
  • Searching on any medical problem, patients get NHS self help
  • Information is sent securely from patient to GP via N3/HSCN
  • Automatic patient identification with NHS number and practice
  • GP practice staff operate their own secure portal within N3/HSCN
  • Reception staff identify the patient and assign to a clinician
  • GP digital triage takes seconds to decide on appropriate help
  • Full two way secure messaging, telephone, appointment as needed.
  • Photo attachment faclity for patients sending request.
  • Integration with clinical system one click copy/paste

Benefits

  • Patients get help faster (80% same day), can name GP
  • Secure messaging eliminates wait for answer on telephone
  • Clinically useful information is gathered from the patient before consultation
  • Reception staff are better informed for care navigation
  • Data from 150,000 episodes show 60-70% are completed remotely
  • GPs see patients only as needed, typically saving 3 minutes
  • Free text information with picture reduces time to take history
  • DNAs (Did Not Attends) drop by 80%
  • Efficiency gains double the number of patients per GP.
  • The burden of overwork is lifted from GPs

Pricing

£0.25 to £1.90 per person per year

  • Free trial available

Service documents

G-Cloud 10

311989060241372

GP Access Ltd

Harry Longman

01509 816293

harry@gpaccess.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Hybrid cloud
Service constraints Patients can access on any internet connected device.
GP practice staff can access the portal only on a secure NHS compliant network (N3/HSCN) via web browser.
System requirements
  • Providers must have access to the secure N3/HSCN network
  • Providers may use any device connected over the secure network.
  • Patients may use any internet connected device.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Typical email response is within 60 minutes in working 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 Yes, at extra cost
Support levels Basic: full remote support and online training is provided to enable all users to operate the provider portal, and system administrators to configure the software to local needs.

Transform: training provided as above, and change programme gives choice of remote or on-site support, see pricing document
Personal training partner works with all Transform customers.

Improve: askmyGP subscripton pluse support for continuous improvement, with all operational performance analytics through GP Navigator and support from a personal training partner.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide comprehensive training for users through on demand video, a comprehensive online manual and personal support by phone, video conference and email.

We configure links for patients to access help from their own GP practice and set these up on the practice website, or support self installation if preferred.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction There is no need to extract data at the end of contract, as all data is transferred from the system to the customer in the normal course of business, day by day. If any remains, it is transferred by the normal route (portal in the GP practice) after the patient facing service is removed, within a 30 day period (or less if completed).
If preferred, a secure bulk transfer can be arranged.
End-of-contract process No extra charges apply: the practice is informed in writing that the contract ends with 28 days notice. On the end date, the askmyGP link in the practice website becomes inactive and a notice informs patients that the service is inactive. The GP practice then removes the link from the website and no longer needs to access the portal. 30 days after contract end the portal becomes inactive.

Using the service

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 No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Patients may use a mobile device (60% do so), tablet or PC.
GP practice staff would normally use a PC. There is no restriction on using smaller devices, if they have the correct network security, but this is not usually advised for the provider portal.
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing Formal testing has been with standard devices.
API No
Customisation available Yes
Description of customisation AskmyGP is set up to run straight away with useful defaults. Yet it allows a high degree of customisation to meet the needs of all kinds and sizes of practice. Service times, in and out of hours, are easily set, as is the availability of clinical staff. Standard questions and messages can be set for all patients and configured by users to their own preference.
Users can manage their own profile in the portal, set preferences for their workflow and manage their day.

Scaling

Scaling
Independence of resources Our hosting providers offer scalable options so we purchase capacity in line with user volumes. Note that scaling is around peak hour usage (8-9am, Mondays), not average usage.

Analytics

Analytics
Service usage metrics Yes
Metrics types Patient demand, runcharts by month/day/week.

Hourly demand pattern

Service response and completion times

Patient demographics by age/sex
Patient usage frequency chart

Patient feedback analysis

Episodes completed by staff

Resolve rates by message/phone/face to face
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Staff screening not performed
Government security clearance None

Asset protection

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 Physical access control, complying with SSAE-16 / ISAE 3402
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 importing and exporting
Data export approach Each time a patient uses the askmyGP service, an episode is created. The data concerning the episode is copied into the practice clinical system every time, so that data export in bulk is not required.
Data export formats CSV
Data import formats Other
Other data import formats Text, all that is needed as input by the patient.

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Private network or public sector network
Data protection within supplier network Other
Other protection within supplier network All communications and data storage are within N3.

Availability and resilience

Availability and resilience
Guaranteed availability The service level guarantee is 99.99%. Users are refunded pro rata for any full day when service is unavailable through the supplier's fault. This has never been necessary.
Approach to resilience Our hosting is with an industry leading N3/HSCN supplier (Xicon Ltd).
More details are available on request.
Outage reporting Email alerts report any outage of more than 2 hours.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Limited access network (for example PSN)
  • Username or password
Access restrictions in management interfaces and support channels Users must create a login and password (validated 8 char minimum, lowercase, uppercase and numeric).
Access is controlled to be within N3/HSCN.
Access restriction testing frequency At least once a year
Management access authentication
  • Limited access network (for example PSN)
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users have access to real-time audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for At least 12 months

Standards and certifications

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
  • NHS IG Toolkit
  • SCCI 0129 Clinical Systems Development
  • SCCI 0160 Guidance for implementation provided to users

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards Other
Other security governance standards NHS IG Toolkit, organisation code 8JH09, v 14.1 completed and satisfactory.
Information security policies and processes The IG officer Debbie Ford reports directly to Chief Executive and IG Lead Harry Longman and ensures that the policies listed below are complete, up to date, accessible via the private website pages to all staff, and that new staff are trained in their application.

GP Access Information Security Policy
GP Access IG and You Guideline
GP Access – Mobile Computing and Teleworking Policy & Guideline
GP Access Incident Management
GP Access – IG Improvement Plan
GP Access Network Security Policy
GP Access data flow mapping plan
GP Access Data Flow Mapping Report
GP Access Managing change which involves personal data – Procedure
GP Access Confidentiality Monitoring and Audit Procedure
GP access PIA Procedure

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 Our software is designed and managed in accordance with SCCI 0129 for the safety of clinical systems. The process is managed by Dr Adrian Stavert Dobson our Clinical Safety Officer. He wrote the Hazard Register and Safety Case and involves the management and development teams, along with feedback from users, in actively maintaining these documents and processes. Issues and releases are managed through the JIRA process.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Our lead developers RedpixelYellowpixel run our in house vulnerability tests including seige testing of the askmyGP software.

Any change in threat level we address immediately, normally same day, and as the software is hosted it can be simply updated in one instance after regression testing the new version.

Penetration testing is independently carried out by Digital Assurance and all risks managed to low level through our development process.

We solicit feedback directly from users with an integrated webform, submissions from which are emailed to the lead developer, CSO and Chief Executive.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Every authorised user has an admin webpage with a feedback form. This can be sent at any time, highlighting a problem (or suggestion) and is normally responded to within 60 minutes during working hours. A telephone number is also provided, operating office hours with an alert process to the operations manager and chief executive.
Escalation can be carried out within 60 minutes to the hosting provider if necessary. In addition, daily reporting highlights unusual conditions.
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 Users can report from their admin page via online form or phone. Within 60 minutes a test is run to verify the problem, and appropriate action is then taken to alert that part of the system which has failed.
Where the loss is practice access to the system, as soon as possible and within 60 minutes at most tests are run to establish the cause, and then if necessary an email alert is sent to all users if it cannot be fixed within 2 hours. Reports are recorded and documented within 48 hours.

Secure development

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

Public sector networks
Connection to public sector networks Yes
Connected networks New NHS Network (N3)

Pricing

Pricing
Price £0.25 to £1.90 per person per year
Discount for educational organisations No
Free trial available Yes
Description of free trial Our "Digital Triage Toe Test" enables GPs to simulate using askmyGP with real but anonymised and randomised patient data. They make triage decisions, record their answers and receive a full set of results online.

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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