Captive Health

Health Wheel (myHealthWheel, HealthWheel Connect)

HealthWheel enables healthcare providers to create personalised digital experiences of care as a complete engagement and insight tool. Built exclusively for healthcare, HealthWheel is a powerful Staff Engagement and Patient Engagement solution.

Features

  • Your own iOS and android app for your practice
  • Map your locations, describe your services, send news & messages
  • Support care navigation with Active Care Planning tools
  • Alert patients and carer when the care plan is updated
  • Create targeted workflows: right info, right person, right time
  • Capture unlimited patient feedback online, on mobile, on paper
  • Target your audiences with personalised messages and content
  • Send message notifications online, in-app, by SMS, by email
  • Build & send your analytics dashboards
  • Create secure comms channels with iOS and android staff app

Benefits

  • Increase efficiency
  • Improve patient satisfaction
  • Improve performance
  • Better care navigation
  • Improve clinical outcomes
  • Reduced cost
  • Better use of clinical time

Pricing

£1 per unit

  • Education pricing available

Service documents

G-Cloud 11

375966133518121

Captive Health

Andrew Cockayne

02034322010

info@captivehealth.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints No
System requirements
  • Browser: IE11+, Chrome, Firefox, Safari
  • Native: Android & iOS

User support

User support
Email or online ticketing support Email or online ticketing
Support response times We provide 24/7 support. Our targets are to investigate issues on the same day, and resolve critical issues within 24 hours.
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 24 hours, 7 days a week
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Our Client Area has an integrated service desk widget encouraging users to initiate communications.
Web chat accessibility testing Our tools are part of the Jira suite and arecompatible with screen readers and assistive technologies. No testing has been done by us directly.
Onsite support Yes, at extra cost
Support levels Target Response and Resolution times are:

Critical: An issue that prevents all end users from using core features of the platform: Target Response time: 8 hours; Target Resolution time: 24 hours.

Serious: A non critical issue that affects more than one end user and can be replicated on more than one device: Target Response time: 1 working day; Target Resolution time: 2 working days.

Minor: Requests for support and clarification, when the platform is functioning as expected and end users are not affected: Target Response time: 1 working day; Target Resolution time: 3 working days.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started In addition to providing innovative software, we also take pride in delivering outstanding customer care.

Implementations include:
- On site training
- Hard & soft copy documentation
- Online knowledge base
- Remote support

As part of the implementation process we will create design concepts tailored to your desired look and feel and our designer will work to customise the look and feel to reflect your brand identity.

We will work with your teams to develop content you are proud of, and ensure that you are proud of the products from day one.

We will spend time on site, face to face with the people who you want to administer your products. We will guide them through a developmental workshop, illustrating the key concepts for administration, and leaving them fully equipped to administer the system.

We will share with you a suite of launch materials developed for other organisations. We will be happy to provide guidance to you on product launch, and will share existent materials with you at no additional cost.

We will work with you to understand your reporting requirements. We will then adapt our automated reporting tool to meet your needs.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Secure data feed
CSV extract
SQL archive
End-of-contract process Within 60 days following the termination we will:

- delete from the Platform all Customer Confidential Information; and
- delete from its other computer systems all Customer Confidential Information, and return to the Customer or dispose of as the Customer may instruct all documents and materials containing Customer Confidential Information.

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 Yes
Differences between the mobile and desktop service Native interfaces for Apple iOS and Android with fully content-managed online app builder.
Accessibility standards None or don’t know
Description of accessibility Screen readers and assistive technologies
Accessibility testing We have tested our: Apple app, Google app and web portal with screen readers.
API No
Customisation available Yes
Description of customisation Any admin user can log into the Control Panel and customise the:
- Powerful survey engine, with 26 templates & unlimited questionnaires
- Native Apple iOS and Android apps with fully content-managed online app builder
- Build your own Dashboard, with automated dissemination online by email and in-app, and unlimited self-service reporting
- Create and save your own messages
- Build unlimited workflows for social prescribing with automated message delivery (sms, in-app, email) and survey dissemination

Scaling

Scaling
Independence of resources Environment is virtualised and scales according to demand

Analytics

Analytics
Service usage metrics Yes
Metrics types User demographics
User access
Message dispatch results
Feedback survey responses
Bespoke indicators using code frames
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
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 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
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data importing and exporting
Data export approach Options include:
- Secure data feed
- Manual CSV export
- Automated dissemination of dashboards by email
- By inspection in the control panel
Data export formats
  • CSV
  • ODF
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks In addition to SSL protection of data in transit, smartphone applications use OAuth2 standards of tokenisation
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network In addition to security standards and internal firewalls between servers, we also fully protect sensitive data at rest with encryption and other techniques

Availability and resilience

Availability and resilience
Guaranteed availability Server uptime is guaranteed at 99.9%
Approach to resilience Available on request
Outage reporting Email alerts
API

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Other user authentication In addition to the methods indicated, native smartphone applications also use OAuth2 standards
Access restrictions in management interfaces and support channels Good PW hygiene on customer service accounts used for support
Engineering access requires 2FA
All /any access can be terminated by the Data Protection officer as required
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • 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 At least 12 months
Access to supplier activity audit information You control when users can access 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

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
  • DataCentre meets ISO27001:2005 Information Security Management
  • DataCentre meets ISO 9001;2008 Quality Management Standard
  • DataCentre meets ISO 14001:2004 Environmental Management System Standard
  • DataCentre meets PCI-DSS Attestation
  • DataCentre meets BS 25999-2:2007 Business Continuity Management
  • DataCentre meets The Carbon Trust Standard

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards ISO/IEC 27001
Information security policies and processes NHS IG toolkit (DSPT)

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All processes are documented in industry standard project management & task tracking systems
Each change is described, allocated & tracked through a workflow
Coding changes are branched and labelled, with links back to the change request
Each committed coding change is tracked in using gitflow
Vulnerability management type Supplier-defined controls
Vulnerability management approach Application environment are scanned for threats on a monthly basis
Patches to the OS are applied on a monthly basis
We routinely monitor OWASP threat reports
Protective monitoring type Supplier-defined controls
Protective monitoring approach Application environment are scanned for threats on a monthly basis
Patches to the OS are applied on a monthly basis
We routinely monitor OWASP threat reports
Incident management type Supplier-defined controls
Incident management approach Incidents sent to our helpdesk are automatically entered into our task tracking system, using an industry standard ServiceDesk solution.
Internal investigations are linked to the ticket and tracked
Responses to the customer are sent from the ServiceDesk system and tracked

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 Yes
Connected networks
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Pricing

Pricing
Price £1 per unit
Discount for educational organisations Yes
Free trial available No

Service documents

pdf document: Pricing document pdf document: Service definition document pdf document: Terms and conditions
Service documents
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