RIVIAM Digital Care - Workflow
RIVIAM's Workflow service allows providers to co-ordinate the delivery of care across multiple pathways from the receipt of referrals, through to allocation, delivery of care and discharge. Designed to work in community and primary care service centres and single points of access.
Features
- Management of one or more care pathways
- Ability to define one or more services and service lines
- Ability to receive referrals via a RIVIAM Secure Referral website
- Ability to receive referrals via email and eReferrals
- View for each pathway a RAG dashboard of referrals
- Ability to define one or more steps for a pathway
- Users are able to manage referrals by a step
- Referral overview shows the current state of a referral
- Allows users to load and access documents about a referral
- Users can outcome a referral to one or more services
Benefits
- Allows a provider to be in control of referral management
- Improves the service experience delivered to patients and referrers
- Customers can design and change business processes to meet demand
- Equality of access to services as referrals managed transparently
- Designed for service centres in primary and community settings
- Activities which support a referral can be recorded and tracked
- Powerful document management service associated with the referral and patient
- Referral managed along a pathway to multiple service lines
- Documents can be generated based on selected service line
- Users are able to manage work list and lock referrals
Pricing
£30,000 to £155,000 an instance a year
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 ptargett@riviam.com.
Tell them what format you need. It will help if you say what assistive technology you use.
Framework
G-Cloud 11
Service ID
4 7 4 5 2 4 7 1 6 1 2 2 8 0 1
Contact
RIVIAM DIGITAL CARE LIMITED
Paul Targett
Telephone: 07850241672
Email: ptargett@riviam.com
Service scope
- Software add-on or extension
- Yes
- What software services is the service an extension to
- Requires the customer to have purchased the RIVIAM Core Care Record
- Cloud deployment model
-
- Public cloud
- Private cloud
- Service constraints
- Customer user need to use modern browsers in active support. Recommend Chrome.
- System requirements
- HTML5 Compliant Browser
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- Within 2 hours Monday to Friday
- 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
-
RIVIAM has a dedicated support desk. Emails should be sent to support@riviam.zendesk.com
Support is provided 9.00am to 5.30pm, Monday to Friday. Weekend support is available.
On receipt of support requests the request will be classified.
Level 1 - Critical – means if 100% of RIVIAM Cloud has stopped working completely and is non-responsive, then RIVIAM will respond to the Customer/Access Centre staff within 2 hours with a summary of what has happened and an outline plan of recovery.
Level 2 – Major – means if components of the RIVIAM Cloud have stopped or are intermittently working, then RIVIAM will respond to the Customer/Access Centre staff within 4 hours with a summary of what has happened and an outline plan of recovery.
Level 3 – Minor – means if there are one or more issues with the functionality of RIVIAM Cloud that the Customer/Access Centre staff believes this should be improved, then this request will be included with a list of enhancements and prioritised by RIVIAM. - Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
- As part of the service mobilisation train the trainer support is provided.
- Service documentation
- Yes
- Documentation formats
-
- HTML
- End-of-contract data extraction
- As part of the RIVIAM service an extract of data is provided in SQL or CSV formats.
- End-of-contract process
- On exit of the contract we review with the customer what data is required to be exported and the deletion process that RIVIAM will undertake. There is a minimum cost included within the contract. Following meeting with the Customer RIVIAM will provide any additional costs to meet their needs.
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
- RIVIAM's UI is designed to be responsive and will operate on any HTML5 compliant browser.
- Service interface
- Yes
- Description of service interface
- Users access the service via a web browser
- Accessibility standards
- WCAG 2.1 A
- Accessibility testing
- Internet based testing tools
- API
- No
- Customisation available
- No
Scaling
- Independence of resources
- RIVIAM is based on a service orientated architecture. This means that no one component can slow the whole system. If a certain customer is using more resources that service can have increased resources assigned. RIVIAM uses a channel architecture that divides web user traffic, from mobile traffic and interfacing traffic.
Analytics
- Service usage metrics
- Yes
- Metrics types
- RIVIAM provides usage information via the desktop KPIs available to users.
- Reporting types
-
- Real-time dashboards
- Reports on request
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- None
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
-
- Encryption of all physical media
- Scale, obfuscating techniques, or data storage sharding
- Data sanitisation process
- Yes
- Data sanitisation type
- Deleted data can’t be directly accessed
- Equipment disposal approach
- A third-party destruction service
Data importing and exporting
- Data export approach
- RIVIAM is based on modern database and interfacing technologies and is able to export data in most open formats. We work with our customers to determine what is needed to export data.
- Data export formats
-
- CSV
- ODF
- Other
- Other data export formats
- JSON
- Data import formats
- CSV
Data-in-transit protection
- Data protection between buyer and supplier networks
-
- TLS (version 1.2 or above)
- IPsec or TLS VPN gateway
- Data protection within supplier network
- TLS (version 1.2 or above)
Availability and resilience
- Guaranteed availability
- RIVIAM is available 24 hours a day 7 days a week and has a 99.95% SLA. There are a number of components to RIVIAM that are monitored to provide availability statistics. If there are outages service credits are agreed with customers.
- Approach to resilience
- RIVIAM operates on an assured VMWare service provided by ukCloud. This service provides a 99.95% SLA. RIVIAM utilises 2 data centres geographically separated.
- Outage reporting
- Customers are informed via email if there are any service issues and are kept up to date with resolution actions
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)
- Dedicated link (for example VPN)
- Username or password
- Access restrictions in management interfaces and support channels
- RIVIAM provides role based access that allows customer to control access to the service.
- Access restriction testing frequency
- At least once a year
- Management access authentication
-
- 2-factor 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
- Between 1 month and 6 months
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
- Cyber Essentials
Security governance
- Named board-level person responsible for service security
- Yes
- Security governance certified
- Yes
- Security governance standards
- Other
- Other security governance standards
- Cyber Essentials certification
- Information security policies and processes
-
As part of RIVIAM's Information Security Management framework there is an Information Security Policy that is followed by the organisation. We are compliant with the NHS Data Security and Protection Toolkit.
Any issues are reported to a director of the company for resolution as described by the policy.
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
-
Within the development cycle RIVIAM utilises Git and GitHub private repositories to manage code and publish to live environments.
From development, code goes into a test environment to user testing supported by Jira for bug tracking.
There is a release management process that involves reviewing the code changes in the release and ensuring they are part of the expected release. Modules and libraries are checked to ensure they are well used and the sources are identified. - Vulnerability management type
- Supplier-defined controls
- Vulnerability management approach
-
A third party automated penetration service is used to attack all public access points into RIVIAM. Every 2 weeks reports are automatically provided with the scores and issues found.
Patches are checked for every 24 hours and automatically applied to the instances.
Attack information is provided from internet threat services and also now from the NHS security alert service. - Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
-
RIVIAM utilises host intrusion detection service OSSEC on all its servers to ensure that they are not compromised.
If a compromise is found our policy is to isolate and then delete the impact instance. - Incident management type
- Supplier-defined controls
- Incident management approach
-
When an incident is identified our production team will analyse the cause of the incident, and where it's a critical incident what the immediate resolution plan is.
Users can report incidents using the support@riviam.zendesk.com email address.
The identified customer manager is kept up to date with resolution to the incidents.
Secure development
- Approach to secure software development best practice
- Conforms to a recognised standard, but self-assessed
Public sector networks
- Connection to public sector networks
- Yes
- Connected networks
-
- Public Services Network (PSN)
- NHS Network (N3)
- Health and Social Care Network (HSCN)
Pricing
- Price
- £30,000 to £155,000 an instance a year
- Discount for educational organisations
- No
- Free trial available
- No
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 ptargett@riviam.com.
Tell them what format you need. It will help if you say what assistive technology you use.