eJigsaw

Healthcare Incident/Complaints Management System

eJigsaw's incident and complaints management system is a web-based 'software as a service' platform, which is accessible through any web-browser.

Meeting the CQC and NHS standards for complaint and incident handling, it is ideal for healthcare environments.

Features

  • Web-based plaform
  • Manage complaints, complements, comments and concerns
  • Fully constomisable workflows for each of the '4 C's'
  • Automated assignment of cases to investigating officers
  • Customisable alerts/tracking and reporting of incidents/complaints

Benefits

  • Cost-effective alternative to other platforms
  • Accessable to end-users to submit statements etc
  • Collaberative tool between investigation teams, legal teams etc

Pricing

£500 per licence per month

  • Education pricing available

Service documents

G-Cloud 9

447321736235603

eJigsaw

Chris Percival

01244 955 944

chris.percival@ejigsaw.co.uk

Service scope

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 This can be extended to manage healthcare compliance, as well as link to our rota/assignments and workforce systems.
Cloud deployment model Private cloud
Service constraints None
System requirements
  • Web browser for end-users
  • Internet connection

User support

User support
Email or online ticketing support Email or online ticketing
Support response times We respond to all queries within 2 working hours
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AAA
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels Our UK based support team are on hand to manage your account, through a dedicated account manager or through our technical/development team.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide full train-the-trainer user testing on-site and also provide online training and comprehensive user documentation to match client workflows.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction We are able to extract data for clients at the end of the contract, but this attracts additional project management and development time to complete a 'data dump'.
End-of-contract process As per the previous question, aside from this, there are no further costs.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10+
  • 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 None, aside from UX/UI changes
Accessibility standards WCAG 2.0 AAA
Accessibility testing Comprehensive testing which we are happy to expand upon with individual users.
API No
Customisation available Yes
Description of customisation The entire service can be customised to match client's workflow and processes.

We also offer development changes, for additional development costs.

Scaling

Scaling
Independence of resources Each client operates from a separate cloud or dedicated server infrastructure, to segregate data and performance.

Analytics

Analytics
Service usage metrics Yes
Metrics types Fully customisable metrics.
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Resellers
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 Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least every 6 months
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Physical access control, complying with CSA CCM v3.0
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 Export from the system is limited to reports/prints due to the confidential nature of the information.
Data export formats Other
Other data export formats PDF Reports
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Bonded fibre optic connections
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability We have a 100% network uptime guarentee within our datacentres. Any development or scheduled maintenance work is agreed beforehand and all users are notified. We allow our clients to elect their downtime whilst upgrades are being completed to minimise service disruption.
Approach to resilience More information available on request, this is sensitive information.
Outage reporting We report outages by email to users and through the clients account management relationship.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication 2-factor authentication
Access restrictions in management interfaces and support channels More information available on request, this is sensitive information.
Access restriction testing frequency At least every 6 months
Management access authentication 2-factor authentication

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 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

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification UKFast
PCI DSS accreditation date 01/01/2017
What the PCI DSS doesn’t cover None
Other security accreditations No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards Other
Other security governance standards We comply with various security standards and our data centres are fully accredited to MOD requirements.
Information security policies and processes More information available on request, this is sensitive information.

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 More information available on request, this is sensitive information.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach More information available on request, this is sensitive information.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach More information available on request, this is sensitive information.
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 More information available on request, this is sensitive information.

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
  • Police National Network (PNN)
  • New NHS Network (N3)
  • Joint Academic Network (JANET)

Pricing

Pricing
Price £500 per licence per month
Discount for educational organisations Yes
Free trial available No

Documents

Documents
Pricing document View uploaded document
Terms and conditions document View uploaded document
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