QAPlus ltd

Continuing Health & Social Care Needs Electronic Referral Portal

The iQA+ Health Electronic Referral Portal is a web based solution providing a single point of access into your service.
With online submission of key documents the paper footprint is eliminated with digitised referrals.

Multiple referral types are supported, ensuring complete and accurate referrals are submitted.

Features

  • Multiple referral types
  • Mandatory content by type
  • Referral team access
  • Status reporting real time
  • Health or Social Needs routing
  • Consent evidence at source
  • Multiple CCG routing
  • Pre-submission validation

Benefits

  • Only valid, consented, submissions received
  • Team reception triage
  • Workflow initiation
  • Assessment scheduling link
  • Reduced administration cost
  • Multiple pathway support
  • Improved performance against NHSE KPIs
  • Report and monitor activity against NHSE KPIs
  • Digital electronic portal eliminates paper
  • Clean, validated, consented referrals for reduced time processing

Pricing

£2500 per licence per year

  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

3 5 2 5 0 8 9 2 6 1 2 6 8 1 2

Contact

QAPlus ltd

Sion Davis

+447779794154

Sion@qaplus.co.uk

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
The Needs Referral Portal is a discrete module that may be linked to other systems or the iQA system modules to dramatically improve efficiency of care referral management. These systems include:
iChord: CHC & FNC Management
Referral Portal
Needs Assessment App
Panel Portal
Patient Choice DPS
Patient Access Home Support
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints
None
System requirements
  • Web Server: Windows 2008 Server Standard Edition or above
  • Web Server: IIS Version 7.0 or above
  • Web Server Ports: 443 (SSL), 1443 (SQL Server)
  • Web Server: .Net Framework - Version 4, 4.5 or 4.6.1
  • SQL Server: Windows 2008 Server Standard Edition or above
  • SQL Server: 2008 Standard Edition or above
  • SQL Server Authentication: Mixed (SQL & Windows Authentication)
  • SQL Server: Port - 1433

User support

Email or online ticketing support
Email or online ticketing
Support response times
SLA extract:

Faults: Potential fault evidence will be reviewed within 2 hours. Fixes are provided according to severity levels and vary between 1 day and 30 days subject to client agreement

Help: These are usually handled immediately. A more complex query relating to client configuration will be referred to a consultant within 2 hours.

RFCs (Request For Change): Your Project Manager will provide an initial cost estimate within 1 working day. If agreed in principle this is followed by a more detailed specification and accurate quote for approval and scheduling.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), 7 days a week
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Real time chat between a User and a Helpdesk Consultant, within a Web Page, using Microsoft SignalR Library
Web chat accessibility testing
Not designed for assistive technology.
Onsite support
Onsite support
Support levels
Severity:
1. System or module down
2. System partially inoperable
3. Function cosmetic or work-around provided

Delivery Target
1: Immediate investigation, resolution within 4 hours
2: Review within 4 hours, investigation within 1 working day, resolution within 5 working days.
3. Review within 4 hours, investigation within 5 working days, resolution next client planned release [by agreement]
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Every aspect of implementation is delivered based on a Project Templates that usually cover an 8 to 12 week project lifecycle. These are customised for each client but typically tasks include:

INITIATION:
Specify key contacts
Agree communications [including IG constraints]
Scope Processes, Letters, Parameters
Platform Specifications
PID Agreement

CONFIGURATION:
Client config
Referral Pathways
Workflow Processes
Document master templates
Authorised Referral Organisations
User & Team Roles
Variables & Checklist approval

PLATFORM:
Server Build & Security certificates
VPN Access confirmed
Install pilot release
Confirm pilot access by Users

RFCs:
Configuration - receipt organisations
System Enhancements if specified

MIGRATION:
Trial process
Go-Live planning
Live transfer documents & files
Client validation / UAT
Live Operation

TRAINING
User Lead familiarisation [WebEx or onsite]
Onsite and/or WebEx and/or video training:
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
Online prompts
End-of-contract data extraction
Referral data is transient. Once submitted to the appropriate CCG or Local Authority local retention [usually by an Acute Trust or Care Provider] is not required.
End-of-contract process
As described there is no permanent record required.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
Application to install
Yes
Compatible operating systems
Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The iChord system automatically resizes page formats [using Bootstrap] where the resolution is below the optimal 1280x1024.
Service interface
No
API
No
Customisation available
Yes
Description of customisation
The Portal is provided with a full set of templates that meet NHS standards - including those emerging through the NHS Digital program.

However the system is also fully customisable - particularly in relation to Workflow, document templates, consent and IG related access controls.

Documents created automatically by the system may also be edited and the final document is saved for future reference.

Scaling

Independence of resources
We provide a single version of our systems for all clients. There is therefore no conflict arising from service demands - an enhancement provided or issue resolved for one client is equally applicable to all our clients.

Analytics

Service usage metrics
Yes
Metrics types
Referrals by source and type are monitored by CCG.
Reporting types
Real-time dashboards

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
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
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
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Data is submitted n 2 forms depending on systems used by the relevant CCG or Local Authority:
1. Organisations that use iQA modules will have ALL data presented directly in the main iChord system. User teams are prompted to review incoming referrals and these are allocated for assessment or other processing according to set [Pathway dependent] Processes.
2. 'External' recipients can receive the data as a CSV string, pdf and/or Word document with bookmarks to permit automated data extraction.
Data export formats
  • CSV
  • Other
Other data export formats
  • HTML
  • Word
Data import formats
  • CSV
  • Other
Other data import formats
  • Excel
  • HTML formatted as templates provided

Data-in-transit protection

Data protection between buyer and supplier networks
Private network or public sector network
Data protection within supplier network
IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
The Portal is hosted - either by client's own service provider or by thrid party hosting. SLAs for hosted platforms are defined under those terms.
However this application is fault-tolerant to an hour or two and email back up is available for fail-safe.
Application faults are fixed within the terms of our annual system licence.
Severity and fix timescales are established in SLA agreed individually with clients.
Approach to resilience
In-progress referrals are saved on a page-by page basis to enable effective restart with minimal loss of data.
On completion of submissions the data is available in source and target systems providing inbuilt resilience.
Outage reporting
System Administrators can broadcast system status messages to all Users.
The QA Management Board [consisting of Chair, MD, Marketing, Systems & Technical Director] is notified of any outage and supervises investigation and resolution.

Identity and authentication

User authentication needed
Yes
User authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
Access to PID is controlled by client authentication of support connections if required.
Access restriction testing frequency
At least once a year
Management access authentication
  • Dedicated link (for example VPN)
  • Username or password

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
User-defined

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 and Protection Toolkit (DSP)

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
Other
Other security governance standards
Data Security and Protection Toolkit (DSP)
Information security policies and processes
Our staff are bound by our Information Governance Policy [incorporated in supply contracts].
This is regularly reviewed - at least annually but also triggered by events such as NHS requirements. New employees receive induction training and Staff have refresh training at least annually.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
System changes are controlled through ISO9001 approved quality controls that cover: Initiation, Realisation and Implementation.
Every RFC specification is risk assessed and graded accordingly - resulting in an appropriate test regime.
Testing is completed for each program against a specific test plan and system regression tests are completed for each new Release.
Release Notes are provided covering enhancements, fixes and test results.
Faults are recorded on Trackers that are used to highlight system functions that represent increased risk and these functions are critically reviewed by the Management Board to identify design or technical structure flaws to be resolved.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Potential threats are regularly assessed by our SIRO, and security patches are applied immediately.
(All Laptops & Servers have Windows Automatic Updates configured with the "Install Updates Automatically" option.
Microsoft Security Bulletins and Sophos Alerts provide information on potential threats and vulnerabilities.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Data is stored on designated secure servers and encrypted drives.
Access controls and regular security audits ensure risks are identified and mitigated immediately.
Issues are raised at the Management Board and action mandated.
Incident management type
Supplier-defined controls
Incident management approach
Incidents are logged and reported to the Management Board.
These are then tracked and the Management Board oversees investigation and resolution.
Processes are recorded on the Tracker system.

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

Connection to public sector networks
Yes
Connected networks
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Pricing

Price
£2500 per licence per year
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
A demonstration system is available to prospective clients subject to IPR protection and provision of consultancy and training services to ensure a viable trial is achieved..

Service documents

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