Optum Health Solutions (UK) Ltd

GP Empower

Optum GP Empower™ enables general practice by providing the right tools, data and insights to sustain organisations and thrive for the long-term. Optum can help you reclaim more time to invest in the most valuable areas of your business.


  • Analysis of historical service utilisation patterns informing new workflows
  • Clinical system configuration with new patient navigation process
  • Purpose built HR workflows for UK General Practice
  • Recruitment to onboarding module compliant with fair recruiting standards
  • Employee and manager self-service capabilities
  • NHS Payment statement upload and reconciliation tool
  • Chart of accounts designed for GP practices
  • Automated ingestion of pseudonymised data from clinical systems
  • Pre-configured dashboards presenting view of activity, trends and variation
  • Ability for appropriate individual to re-identify patients


  • Supports GPs/clinical staff to work to top of their licence
  • Promote administrative efficiency and support assurance requirements
  • Highly flexible/scalable to meet needs of multi-practice organisations
  • Support organisational change and transformation
  • Standardised Revenue and Payables workflows providing control and administrative efficiency
  • Integration with NHS Payment files for efficient and accurate bookkeeping
  • No manual searches or queries required to view clinical data
  • Easy to understand patterns and identify opportunities
  • Actionable analytics able to support direct care interventions
  • Easy to navigate software with video guides and documentation support


£7.00 to £10.00 per person per year

Service documents


G-Cloud 11

Service ID

3 7 1 3 2 1 3 4 2 8 7 8 7 0 3


Optum Health Solutions (UK) Ltd

Bhavini Parekh



Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints None
System requirements None - all on a Private Cloud

User support

User support
Email or online ticketing support Email or online ticketing
Support response times We aim to respond within an hour to all queries. Our SLAs and priority allocation is included in the User Support section. At busy times the priority of the issue will be applied when determining a response and resolution. Issues are "ticketed" in the order received and customers will receive an automated reference number from our system, including email where we may not have spoken to the customer at that point. Our current performance is 98% of all issues responded to.
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 Onsite support
Support levels The service desk is accessible via email or phone.

Our telephone system targets are to answer calls within 45 seconds and our email support is designed so customers receive an automated response to recognise that their mail has been received by the service, prior to the initial agent contact.

We offer support across all our products based on 4 priority levels.

1. Response 1hr, resolution target 8hrs - for major disruption impacting many customers or more than one element of the service, or any clinical risk related issue.
2. Response 2 hrs, resolution target 2 working days - for major disruption impacting one element of the service.
3. Response 4 hrs, resolution target 5 days - for general support issues where impact is minimal. All service requests sit under this category.
4. Response 8 hrs, resolution target agreed with customers for non urgent issues with little business impact.

Users are provided with a unique reference number and our objective is to resolve on first point of contact if possible. Our targets are to achieve 95% on response and 85% on resolution.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide up front support, a 6 week hypercare period, service desk support and on demand how-to videos
Service documentation Yes
Documentation formats Other
Other documentation formats Video documentation and processes are accessible from our landing page
End-of-contract data extraction Users can extract any data generated by the application where we are the primary data source through the standard export/download options available within the application. At the end of the contract users will have a grace period to extract any data before their access is disabled and any remaining data deleted from our systems.
We are the primary data source for HR and Finance and secondary users for clinical data.
End-of-contract process As part of the end of contract process we would provide access for a grace period to allow users to export any data for which we are the primary source they may want to have access to going forwards. At the end of the grace period all data will be destroyed and a data destruction certificate will be provided to the client.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices No
Service interface Yes
Description of service interface Web browser
Accessibility standards None or don’t know
Description of accessibility N/A
Accessibility testing N/A
Customisation available Yes
Description of customisation Out of the box configuration is based on organisation structure, size, policy framework and role based requirements.

We provide a change and transformation capability for more complex customisation.


Independence of resources The services are designed with scalability as an architectural requirement. All services are monitored to ensure that response times etc. are kept within SLAs and are scaled up as and when required. Services throttling can also be used to limit the service throughput so that the resource consumption (memory, processor, disk, network, etc.) in the system is at an acceptable level.


Service usage metrics No


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

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 Managed by a third party
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 another standard
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Users can export their data into excel, CSV or other file formats in a self-service capacity.
Data export formats
  • CSV
  • Other
Other data export formats
  • XLS
  • PDF
Data import formats Other
Other data import formats N/A

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)

Availability and resilience

Availability and resilience
Guaranteed availability We currently report between 98-99.5% service availability monthly.
Approach to resilience The services are designed with resilience as an architectural requirement. We implement production systems with multiple redundancy on all components from data centre to server level. We also have full DR capabilities in case of a data centre failure.
Outage reporting Through service or program leads as per defined reporting.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Username or password
  • Other
Other user authentication We use a 3rd party product: Ping identity which is a comprehensive, standards-based platform allowing users and devices to securely access all cloud, mobile, SaaS, and on-premises applications and APIs. Our identity store is LDAP. Ping supports NHS standards including OpenID. It supports multi factor authentication, and will fully support the new NHS Identity platform.
Access restrictions in management interfaces and support channels No users use local accounts – an administrative level account is retained for desktop support and infrastructure use. No guest accounts are present. Other policies enforce difficult to guess passwords.

All default accounts are deleted, disabled, or renamed. In cases where the default accounts may not be deleted, disabled, or renamed; default passwords must be changed prior to being connected to a UnitedHealth Group owned network.

Strong passwords are enforced company wide.
Access restriction testing frequency At least every 6 months
Management access authentication Other
Description of management access authentication 3 factor password/PIN. Token/PIN/role.

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 User-defined
Access to supplier activity audit information Users contact the support team to get 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 Yes
Who accredited the ISO/IEC 27001 LRQA
ISO/IEC 27001 accreditation date 24/01/2019
What the ISO/IEC 27001 doesn’t cover Statement of applicability applies to all of Optum UK systems and services.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications
  • Cyber Essentials +
  • ISO 27001
  • DSP toolkit

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards Cyber Essentials +, DSP (re-certified March 2019), DPA
Information security policies and processes We follow numerous policies evidenced within our eGRC system and intrinsic to our re-certification of ISO 27001 and CE+.

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 ITIL v3 Service Transition which includes configuration, service asset and change management process.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Vulnerability managed by UHG group EIS (Enterprise Vulnerability Risk). Patched as required and directed by EIS and UK patch processes in line with UK Government and Care Certificate requirements.
Protective monitoring type Supplier-defined controls
Protective monitoring approach All Data Centre access is pre-arranged and logged via Sungard. The data centre perimeter is protected by IDS (Intrusion Detection Service). User access utilises RBAC and logged accordingly. Logging and monitoring exists, with alerting for unusual patterns of behaviour. End Point protection is also in place on all servers; together with Malware protection on the perimeter.
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 We have an ITIL v3 Incident Management process which includes service reviews with Service Management.

We follow Optum's Globe Incident Management process controlled and managed from IT Service Management based in the UK.

We are currently working towards ISO20000.

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 NHS Network (N3)


Price £7.00 to £10.00 per person per year
Discount for educational organisations No
Free trial available No

Service documents

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