iPlato Healthcare Ltd

myGP® Messaging

myGP® Messaging is a 2-way SMS messaging solution, improving appointment attendance and QOF performance. The solution’s flexibility enables a practice to conduct individual ad-hoc instant messaging through to bulk CCG-wide health campaigns e.g. flu immunisation. Our solution spans the spectrum. As a 24/7/365 cloud-based solution, a real-time dashboard is available.

Features

  • Automated SMS appointment reminders, automatic appointment cancellation from patient responses
  • Manual/Campaign messaging to individuals and groups e.g. information on COVID-19
  • Campaign management: Import patient groups and/or searches from principal system
  • Campaign coding: Auto coding 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
  • Automatic upgrades, business continuity and disaster recovery
  • Downloadable app-based messaging, intuitive solution

Benefits

  • Reducing DNA rates as SMS appointment reminders prompt patients
  • Achieving savings, myGP® app messages sent via data are free
  • Facilitating true ‘2-way’ messaging for patient replies
  • Freeing up short-term appointments with auto cancellation feature
  • Fully automated, meaning no practice involvement required
  • Coding write back for messaging documents providing audit trail
  • Campaign code feature, eliminates effort for QOF and DES
  • Efficiencies delivered, simple setup, no IT skills required to manage
  • High availability, HSCN hosted system, no software or hardware required
  • 24/7Commissioner real-time dashboard available, holistic activity and spending overview

Pricing

£0.10 to £0.20 a person a year

  • Free trial available

Service documents

Framework

G-Cloud 12

Service ID

3 1 8 5 6 7 9 8 1 2 1 8 7 5 3

Contact

iPlato Healthcare Ltd Celia Fleming
Telephone: 020 3743 0060
Email: contracts@iplato.com

Service scope

Software add-on or extension
No
Cloud deployment model
Hybrid cloud
Service constraints
None
System requirements
None, although occasionally some modern browser required

User support

Email or online ticketing support
Email or online ticketing
Support response times
We respond to question 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
Training e.g. webinars and videos, plus support documentation
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Can be provided by Support Team if required
End-of-contract process
User data is deleted, no data record left behind, included in contract

Using the service

Web browser interface
Yes
Supported browsers
  • 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
Client uses the mobile app and the customer e.g. clinician uses a web browser
Service interface
No
API
No
Customisation available
Yes
Description of customisation
Signposting and user flow is customisable

Scaling

Independence of resources
We align with our SLA

Analytics

Service usage metrics
Yes
Metrics types
On-line dashboard and reports
Reporting types
  • Real-time dashboards
  • Regular reports
  • 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
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 CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • 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
  • Private network or public sector network
  • TLS (version 1.2 or above)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • 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
Between 1 month and 6 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
All changes must pass through QA approval and are deployed - once approved - by a CI/CD pipeline
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
People
Ensuring staff receive training on cyber security and risks. We pay attention to: Social Engineering/Phishing, Secure Passwords, Safe internet usage and removable media.

Testing/Monitoring
Carry out annual Penetration testing of the IT Infrastructure, Software applications and mobiles apps. Implement monitoring solution to alert for unusual applications, and attempted access activity along with log monitoring.

Reduce attach surface
Remove all unnecessary services and applications from the environment, removing potential risks related to unneeded applications.

Multi layers approach
Implement Perimeter Firewall, IDS and DLP protection along with additional Firewall and IPS at internal points in the infrastructure and application layer.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Ensuring a central Log aggregation solution is in place, acting as a repository for all Infrastructure and Application logging data.

Setting up Active Monitoring Listeners, allowing active monitoring within the applications to alert to activity outside of predefined norms.

Implementing Passive monitoring of Critical points in the application, infrastructure and security services within organisation.

Establishing robust alerting and escalation mechanism to ensure that activity outside of predefined thresholds is flagged to responsible managers, Dashboards also provide visibility of systems.

Establishing external monitoring solution to monitor the internal monitoring solution, enabling early warning of issues that will prevent adequate internal monitoring.
Incident management type
Supplier-defined controls
Incident management approach
Each incident/prospective incident is logged with our helpdesk, assigned a Ticket number and a support specialist. Our specialist is responsible for gathering the scope of the incident in terms of scale (affecting a single or multiple users).

Communicate to customers/internal stake holders that an incident has occurred, and if possible, provide workarounds.

Gather relevant people to resolve incident, collaborate on best course of action to resolve issue.

Look at the root cause of the incident, identify how to prevent the incident from occurring, capture actions and assign responsibility for measures to mitigate the risk of a similar incident occurring again.

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
Health and Social Care Network (HSCN)

Pricing

Price
£0.10 to £0.20 a person a year
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Requirements to be discussed with account manager and interested organisations

Service documents