Centerprise International Ltd

Centerprise Healthcare - Remote Patient Video & Telephony Consultation solution by Flabba

Our Online Video Remote Patient Consultation platform is designed specifically to enable Healthcare Clinicians to consult with their patients through our integrated online Video conferencing and telephony platform. The solution has a Booking/scheduling feature, Virtual Waiting Room, Triage Video and live video consultation, document upload, recording and secure collaboration features.

Features

  • Online Video Consultation & Telephony capability, Remote Video Triage
  • Recording of both Video/Audio feeds & configuration of recordings
  • Auto Transcription - Machine Learning based.
  • Booking & Scheduling & Virtual Waiting room,
  • Document Management
  • Built in Business Workflows
  • Rating & Review of Video and or Telephony Interviews
  • Extensive User Management settings
  • Highly secure UK Home Office ITHC approved access.

Benefits

  • Video/Telephone Consultations Recorded for Audit, Appeals & Compliance
  • Extensive Reporting to ensure effective Management of process
  • Auto Transcription saves the need for physical transcribers
  • Business workflows ensures smooth operational management of process
  • Secure Booking & Scheduling negates the need insecure email use.
  • Video/Telephony consultations saves time and removes need for F2F consultations
  • Flabba reduce the cost and the time of healthcare operations.
  • Vulnerable patients don't have to attend physical clinics
  • Reduce the amount of unnecessary F2F consultations
  • Quickly and easily prioritise patients most in need of care

Pricing

£450 to £550 a licence a month

  • Education pricing available
  • Free trial available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tendersteam@centerprise.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

4 0 0 6 1 7 2 9 7 2 1 1 3 1 0

Contact

Centerprise International Ltd Tenders Team
Telephone: 01256 378 000
Email: tendersteam@centerprise.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
No
System requirements
  • Minimum broadband 350kb/s download & upload for stable video
  • White lists (wildcard) *.flabba.co.uk, *.flabbadevelopment.com
  • We recommend users Open TCP port 443
  • As a minimum the UDP port 3478 is required
  • We recommend opening UDP ports 1025 - 65535.
  • Enable Proxy Authentication - NTLM Authentication.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Multiple service tiers available.
Standard level provides response within 15 minutes, Monday - Friday 9:00 - 17:30
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
Yes, at extra cost
Support levels
1. Overview.
There are 3 Service Desk packages: Silver, Gold and Platinum. Service Hours are 09:00 to 17:30 Monday to Friday (excluding UK Bank Holidays); Gold Service Hours are 08:00 to 20:00 Monday to Friday (excluding UK Bank Holidays); and Platinum Service Hours are 24x7x365.

2. Incident Target Resolution.
Priority 1 - High. Service is completely unavailable or there is a critical impact on the Customer’s business operation: 4 hours.
Priority 2 - Medium. The Service is severely degraded or there is a significant impact on the Customer’s business operation: 8 hours.
Priority 3 - Low. The quality of the Service is degraded and is affecting one or more users: 16 hours.
Priority 4 - Service Request. Customer is seeking a change to the Service: 5 working days.

3. Service Credits.
A Service Credit regime is used to recompense the Customer for failures to meet the agreed Service Level. Service Credits are valued as a percentage of the related Service Charges for the month.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We provide both onsite training and also digital, hard copy and video training materials
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
All Customer Data remains the property of the Customer. All Data will be extracted into Excel/CSV format. Extraction of data maybe subject to an additional fee at our usual day rates
End-of-contract process
Included in the price is access to the platform for 1 month post contract end, to enable to client to extract/copy data to their own end point. Extra costs will be charged if mass data extraction is required. This is charged at our usual day rates.

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
The Flabba SaaS is written in HTML 5 so it mobile compatible. All features remain but we recommend Flabba is accessed via Chrome on any mobile device.
Service interface
Yes
Description of service interface
Each user has a Flabba Dashboard which is accessible from a browser. Each User's Dashboard is configured according to their User Permissions. Access to the Dashboard is though a secure Username and Password.
Accessibility standards
None or don’t know
Description of accessibility
Our service is accessible through a simple browser internet connection. There is a secure Username and Password access. All User's Dashboards are configured according to their User Profile and Permissions.
Accessibility testing
None
API
No
Customisation available
Yes
Description of customisation
We can customise all features and business processes and also create new features as required. We have a great track record of doing so and can provide outstanding references from the UK Home Office for whom we entirely customised a service. Users can also customise; Drop Down Field lists on the platform, they can customise auto messaging and email templates, they can also customise marketing videos and also all core operational features.

Scaling

Independence of resources
We have a fully scalable infrastructure set up. We use AWS Elastic Beanstalk EC2 Server infrastructure. All UK based

Analytics

Service usage metrics
Yes
Metrics types
We have a large Reporting features from which a large array of service usage metrics can be drawn; Number of Interviews; Video & Telephony, Number of Auto Transcriptions etc.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Flabba

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

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
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
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 export approach
We have an extensive Reports feature from which users can create and run reports and export them into PDF & CSV files
Data export formats
Other
Other data export formats
PDF
Data import formats
  • CSV
  • Other
Other data import formats
PDF

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

Guaranteed availability
Flabba is deployed on cloud based high availability Zones with an uptime SLA* of 99.99%
Approach to resilience
Our Datacentre is provided by AWS and full details are available upon request.
Outage reporting
Via public dashboard and email alerts

Identity and authentication

User authentication needed
Yes
User authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels
We only allow SC cleared staff to access management interfaces and support channels.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • 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
At least 12 months
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Alcumus ISOQAR
ISO/IEC 27001 accreditation date
24th June 2008 (re-issued 12th February 2018)
What the ISO/IEC 27001 doesn’t cover
N/A - Everything is covered by our ISO 27001 certification
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
SecurityMetrics
PCI DSS accreditation date
10th November 2018
What the PCI DSS doesn’t cover
N/A - Everything is covered by our PCI DSS certification
Other security certifications
Yes
Any other security certifications
Cyber Security Essentials Plus

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 Security Essentials Plus
Information security policies and processes
In-line with the requirements of ISO 27001 and 20000, we've developed policies and procedures to support both standards and comply with the requirements of ISO 9001. E.g, our Information Security Policy includes the following internal policies/procedures:

•IT Security Business Continuity Policy
•Information Security Policy – Suppliers
•CCTV Policy
•CI Forensic Policy
•Corporate Hospitality and Bribery Act
•Access Control Policy
•Policy Against Malicious Code
•Child Protection Policy
•Policy on the Secure Handling, Use, Storage, Retention and Destruction of Disclosure Information
•Clear Desk Policy
•Cryptographic Policy.

The Information Security Policy has been produced and accepted by the Board. The policy is visible to all staff on SharePoint and all staff sign Appendix E of the policy, which is retained in the employee’s HR file. The importance of Information Security and the policy is covered in employee inductions and the Staff handbook.

Security responsibilities are defined within our Information Security policy, which records the following managers:

•Service Delivery Manager (Information Security Manager)
•Security Controller
•Group Quality Manager
•Users – to comply with the IT Security Policy.

Security Responsibilities are defined in the individual’s job description and employment contract.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All Change Management procedures are audited as part of our Information Security accreditations and all change logs are kept and audited as part of this process. We have clearly defined procedures for both customer and supplier-initiated changes and all change requests are available for real-time review via our service management system.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Multiple tools are used to block and monitor potential threats to the environment. If patches are required, they are rolled out via automation tools to the environment through change control process where the criticality and impact is assessed and approved.
Protective monitoring type
Undisclosed
Protective monitoring approach
Potential compromises will be detected by the SIEM. An alert will be created should the SIEM directives be triggered by various correlated events. Upon receipt of alert, the SOC team will investigate the incident. Depending on the criticality, a level 1 (highest) is investigated within 15 minutes.
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 follow ITIL V3 for our incident management. Incidents can be reported via phone, web or email into our ticketing system. Incident reports are provided through the ticketing system with details provided around root cause analysis and remediation steps.

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
No

Pricing

Price
£450 to £550 a licence a month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
Full access to the service for 1 month with a restricted number of User Licences subject to agreement

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tendersteam@centerprise.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.