Philips Healthcare

Outcomes Measurement and Patient Feedback

Philips QuestLink is a web-based survey tool designed to digitally capture and view patient focused outcomes across entire care pathways. These outcomes help evaluate the effectiveness of care provided, help individualise that care to meet the needs and expectations of each patient and provide actionable data to providers.

Features

  • Configurable tool for diverse outcomes and patient feedback collection
  • Unified system for collecting PROMs, ROMs, PREMs, CROMs and FFTs
  • Library of pre-built, validated surveys across diverse care specialities
  • Integration with EMRs, data warehouses and (external) clinical registries
  • Automatic scheduling of outcomes capture and near real time feedback
  • Analytics on patient and population level
  • Surveys can be configured to alert clinicians for actionable intervention
  • Optimised user interface available on desktop, tablet and smartphone
  • Third party access to allow proxy respondents
  • ISO27001 compliant

Benefits

  • Hundreds of validated survey tools, including ICHOM sets
  • Compliant with all UK legal and regulatory requirements including GDPR
  • Minimise administrative burden and associated costs
  • Create actionable information at the patient and population level
  • Flexible tool to address diverse outcomes and patient feedback collection
  • Helps patients become more involved in the care process
  • Near real time data to aid shared decision making
  • Use of data to drive outcomes-based performance optimisation
  • Benchmark at clinician and hospital level to allow continuous improvement
  • Suitable for mental health, community, primary and secondary providers

Pricing

£22000 to £70000 per instance per year

Service documents

Framework

G-Cloud 11

Service ID

4 1 6 8 4 6 4 2 5 5 1 8 7 2 9

Contact

Philips Healthcare

Maciej Kulesza

+441483327109

business.support@philips.com

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints
None
System requirements
Modern web browser such as Chrome, Firefox, Edge or Safari

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response time depends on the priority of the ticket. First response is within 4 hours for high priority tickets and 16 hours for medium priority tickets during office hours.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
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), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
Our services are designed for ease of use and accessibility and are regularly tested to ensure they work correctly with browser accessibility features such as screen readers and magnifiers.
Onsite support
Yes, at extra cost
Support levels
First line support to end users is normally provided by the buyer organisation. The Philips support desk provides second and third line support. The support desk will be main point of contact for the buyer and will involve third line support whenever needed to get answers and solutions.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We provide workshops with the buyer to determine the appropriate level of customisation of the solution. This includes implementation templates which can be used to define the required configuration for a specific outcome measurement path. A dedicated consultant is responsible for the configuration of the first set of outcome measurement paths during the implementation project.

We provide tailored working instructions for end users as well as onsite training for end users staff building their own questionnaires. We provide access to manuals, the support desk; and the technical documentation for the integration with a local systems such as EMRs via HL7, SSO, etc.

Additional Professional Services are available for the implementation of licensed questionnaires from 3rd parties, including the required contracting for those questionnaires.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
We provide an archive containing an export of all collected data in .csv format.
End-of-contract process
Access to the application will be disabled and an archive of all collected data will be made available.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The application is using a responsive design for mobile devices. Based on screensize of the device, the interface adjusts itself accordingly to provide the best mobile experience.
Service interface
Yes
Description of service interface
Our service facilitates the entire process of assigning, completing, processing, and visualising outcomes. Once configured, patients will receive a notification by email or SMS to complete a survey. Patients can choose to receive reminders automatically. Clinicians are notified when a patient needs special attention based on survey answers. After a patient completes a survey, outcomes are available in a portal for clinicians to view in easy to understand dashboards. This enables outcomes tracking over time and provides important insights for clinicians to use during patient consultations.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Our services are designed for ease of use and accessibility and are regularly tested to ensure they work correctly with browser accessibility features such as screen readers and magnifiers.
API
Yes
What users can and can't do using the API
We provide a FHIR and SOAP web service and support a wide variety of HL7 messages including HL7v2 ADT and ORU. The APIs can be used to automatically add patients, assign or schedule questionnaires, retrieve the status of each assigned questionnaire and send results back to the EMR.
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
End users can customise various aspects of the service including creating new questionnaires, customise all patient related communications like emails and text messages, patient portal logos, portal texts and consent messages. The solution comes with full role based access controls that can be fully customised. Outcome reports can be tailored based on the customer's preferences. Dashboards can be tailored based on the role of the user. Outcome graphs can be tailored.

Scaling

Independence of resources
The solution is built on top of our flexible and scalable eHealth cloud platform.

Analytics

Service usage metrics
Yes
Metrics types
Real-time dashboards, through an API and data dump
Reporting types
  • API access
  • Real-time dashboards

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations
Yes
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
In-house
Protecting data at rest
Other
Other data at rest protection approach
Transparent Data Encryption (TDE) on a database level
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 export approach
Users can manually download a copy of the data
Data export formats
  • CSV
  • Other
Other data export formats
SPSS
Data import formats
  • CSV
  • Other
Other data import formats
  • HL7
  • Web service

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
We provide 99.5% availability (excluding planned maintenance).
Approach to resilience
Information available upon request.
Outage reporting
We inform users via email alerts of any outages.

Identity and authentication

User authentication needed
Yes
User authentication
  • Username or password
  • Other
Other user authentication
Token based authentication
Access restrictions in management interfaces and support channels
Access is restricted through role based access controls.
Access restriction testing frequency
At least once a year
Management access authentication
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
Yes
Who accredited the ISO/IEC 27001
LRQA
ISO/IEC 27001 accreditation date
13/01/2016
What the ISO/IEC 27001 doesn’t cover
N/A. Everything is included in the scope.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • Cyber Essentials
  • Data Security and Protection Toolkit

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
Philips is an NHS Business Partner and compliant with the Data Security and Protection Toolkit. Detailed security policies and processes are available upon request.

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
Change management is handled in line with ISO 27001 and ISO 13485 requirements.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Vulnerability management is handled in line with ISO 27001 and ISO 27799 requirements like security and penetration testing, monitoring, etc.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Protective monitoring is done by both the hosting provider and our hosting department.
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
Incident management is handled in line with ISO 27001.

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
Health and Social Care Network (HSCN)

Pricing

Price
£22000 to £70000 per instance per year
Discount for educational organisations
No
Free trial available
No

Service documents

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