Targett Business Technology Limited (TBT)

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

£30000 to £155000 per instance per year

Service documents

Framework

G-Cloud 11

Service ID

4 7 4 5 2 4 7 1 6 1 2 2 8 0 1

Contact

Targett Business Technology Limited (TBT)

Paul Targett

07850241672

ptargett@tbt-c.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
  • PDF
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
£30000 to £155000 per instance per year
Discount for educational organisations
No
Free trial available
No

Service documents

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