Billaway Health

Patient Engagement Solutions

BillawayHealth's Patient Engagement Solutions has been created to help healthcare organizations engage vulnerable populations in health and social care programs and services. By delivering relevant and personalized rewards, the goal is to lower the cost of care through increased engagement by the patient.


  • Real-time delivery of incentives to patient for completing an action
  • Integration available for automated delivery
  • Portal available where rewards can be requested manually
  • Reward options include mobile airtime, utility payments and more
  • Cash flow management options available to make managing budgets easier
  • Digital delivery provides flexibility in rewarding patients anywhere and anytime


  • Real-time delivery drives real-time results
  • Flexibility to automate or use portal for manual requests
  • Customizable to deliver incentives that are relevant to the patient
  • Proven results across multiple verticals


£2500 to £6000 per licence per month

  • Free trial available

Service documents

G-Cloud 10


Billaway Health

John Sheehan

+1 6178990234

Service scope

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 BillawayHealth has a survey platform that would allow healthcare professionals to publish surveys and reward patients for completing them. This can be use to solicit patient feedback, gauge patient reaction to drugs or treatment, and complete pre-visit paperwork.
Cloud deployment model Private cloud
Service constraints There are no known constraints.
System requirements
  • PC with internet access
  • Secure login provided by BillawayHealth

User support

User support
Email or online ticketing support Email or online ticketing
Support response times First response is within 24 hours of receiving the ticket.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support No
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Web chat is available on all screens, when using the Billaway portal to deliver the reward. The web chat link appears at the bottom right and can be engaged during office hours.
Web chat accessibility testing No testing has been completed.
Onsite support No
Support levels We provide both tier 1 and tier 2 support. Tier 1 is the frontline support for patients who are receiving the reward. Issues could include invalid input when requesting a reward or failed delivery. Tier 2 is technical and target to the healthcare provider should a patient reach out to them with a complaint.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started To get started, BillawayHealth will provide user documentation and any online training as required. If requested, BillawayHealth can support onsite training.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Data can be extracted and securely shared as a CSV.
End-of-contract process Once contract is completed and there is no renewal, your organization will not be able to access the platform and reward patients for the engagement. Any reporting required by the client is provided. Nothing else is required for BillawayHealth.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service There is no difference between the two. If using BillawayHealth's portal to initiate the reward, the web option works on both PC and Mobile browsers, or a mobile application can be downloaded for the Mobile device.
Accessibility standards None or don’t know
Description of accessibility The web interface is designed so a healthcare professional can initiate a reward for a patient. The portal allows the professional to select the reward and then ask for an email address, mobile number, and any required information depending on the reward selected.
Accessibility testing We have not tested with users of assistive technology.
What users can and can't do using the API There are no limitations to our API. The BillawayHealth portal that can be given to a healthcare professional is designed using these APIs. The organization can integrate and use the APIs to issue the reward to the patient when an action is completed and confirmed. The required information is sent through the API and the reward is issued. The organization has full control over the user experience when using the BillawayHealth API.
API documentation Yes
API documentation formats PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Clients can customize what rewards are offered, how they are triggered, and when they are delivered.


Independence of resources BillawayHealth's platforms are cloud-based and set up to scale. Our philosophy is to engineer our platform to support 50% than current projected traffic. This capacity planning philosophy is applied even as more capacity is added.


Service usage metrics Yes
Metrics types Reporting can be customized, but the standard reporting will share how many rewards have been requested, how many redeemed successfully, how many could not redeem (for different reasons such as bad mobile number or email).
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request


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 Yes
Datacentre security standards Managed by a third party
Penetration testing frequency At least once a year
Penetration testing approach In-house
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 In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach The client simply needs to request an export of their data. This would be in addition to the regular reporting that the client receives through the contract.
Data export formats CSV
Data import formats
  • CSV
  • Other
Other data import formats
  • Excel
  • API

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks IPsec or TLS VPN gateway
Data protection within supplier network IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability BillawayHealth maintains 99.99% availability. Clients only pay for the transactions that are confirmed to have been successfully completed. This is defined as completing the API and sending a success message back to the client that the reward was processed.
Approach to resilience Available upon request.
Outage reporting We report outages through email alerts.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels BillawayHealth creates user hierarchies for it's interfaces that are defined by the User's role. BillawayHealth works with our clients to define the Users and the access they require for their roles.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users receive audit information on a regular basis
How long user audit data is stored for User-defined
Access to supplier activity audit information Users receive audit information on a regular basis
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 No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach Security governance permeates through the entire BillawayHealth organizations. Being cloud-based, access to information is limited to key personnel only. Even executives are restricted unless there is a reason for their need to access. Any one requesting access must be approved by the CEO, COO, or CIO.
Information security policies and processes The overall policy limits access to those only individuals who require access for their roles. Approvals are done by the CEO, COO, or CIO so all is aware through the organization when a request is made. Management ensures these individuals do not abuse their access and empowered to pull access if necessary.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Any changes internally follow BillawayHealth's change management process. The COO leads the team that reviews, approves and manages all change management requests. An impact and risk evaluation of all non-Standard requests is performed. All non-standard requests required the CEO approval in addition to the COO. For Standard Changes, the impact and risk assessment are part of the initial review. The review includes the following: Back-out Plan, Test Plan, Risk Assignment, Implementation Plan, and Communication Plan.
Vulnerability management type Undisclosed
Vulnerability management approach BillawayHealth maintains a list of potential attacks that is used when testing and managing platform vulnerability. This list is reviewed once a quarter when vulnerability is reviewed. If a gap is found, the project is immediately prioritized to repair and eliminate the gap identified. All executives at BillawayHealth are part of the review process.
Protective monitoring type Undisclosed
Protective monitoring approach When an incident is discovered, a ticket is issued. The executive team gathers to discuss and assign the appropriate resources immediately. The goal is to deploy fixes / patches to the incident within 72 hours or sooner of the initial report.
Incident management type Undisclosed
Incident management approach When an incident is discovered, a ticket is issued. The executive team gathers to discuss and assign the appropriate resources immediately. The goal is to deploy fixes / patches to the incident within 72 hours or sooner of the initial report.

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 £2500 to £6000 per licence per month
Discount for educational organisations No
Free trial available Yes
Description of free trial BillawayHealth can support a free trial period based on an agreed upon time period. The only cost would be for the rewards being given to the engaged patients. There would be not cost for the BillawayHealth platform.


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