Recap Health

Recap Health is a patient information distribution and impact measurement system. It enables:
Clinicians to quickly send assured patient education information to selected patients;
Patients to become more knowledgeable and better able to self care;
NHS organisations to understand the relationships between patient information, activation levels, outcomes and financial savings.


  • Searchable library of assured patient information for clinicians to use
  • One click, clinicians send information (videos, leaflets, webpages) to patients
  • Content can be sent in packs or as individual items
  • Content can be favourited by clinicians for ease of use
  • Patients have secure personal homepage to view their content
  • Patients receive notifications of new content waiting
  • Patients activation measured pre and post content view
  • Patients rate and feedback on content provided to them
  • KPI dashboards e.g. patient read rates, content send rates
  • Local content plus assured content from other content providers


  • Financial savings as patients become more activated and knowledgeable
  • Better patient outcomes
  • KPIs for clinicians, teams, services and organisations
  • Patients get easy access 24/7 to relevant healthcare information
  • Data showing relationship between information 'consumed' and clinical outcomes
  • Access to patient feedback about the quality of information
  • Fosters clinical collaboration across STPs, clinicial networks etc
  • Supports the drive towards a paperless NHS
  • Modernises the distribution and impact measurement of patient information
  • Savings from the digital storage and distribution of patient information


£23000 to £97000 per licence per year

Service documents

G-Cloud 10



Steve Pashley

0800 0698214

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints No constraints.
System requirements
  • Modern web browser
  • Access to public internet

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Support requests are attended to Monday to Friday, 9am to 5:30pm.

Critical faults are assessed within one working day. We aim to rectify all critical faults within 24 hours. If not possible we will:
a. introduce a ‘work-around’ within 2 working days whilst work continues on full rectification; or
b. provide a written estimate of when the rectification work will be completed.

Non-critical faults are assessed within 2 working days. We aim to rectify non-critical faults within 3 working days. If not possible, we will provide a written estimate of when the rectification work will be completed.
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 No
Support levels We provide a single level of technical support to customers. 9 - 6pm Monday - Friday via a ticketed email service.

The cost of this technical support can be bundled into a renewable licence charge a customer pays or it can be subject to a separate hosting, support and maintenance agreement.

Customers can escalate issues to the management team.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started There is an option for customers to buy onsite training and implementation consultancy.
For patients using Recap Health there is email and live chat support.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction CSV extract.
End-of-contract process This depends on the agreement in place with the customer. Typically patients using Recap Health can continue to access the service for a minimum of 3 months. Customer generated content and links to content is deleted after 3 months.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • 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 No difference in functionality.
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing None.
Customisation available Yes
Description of customisation - Customised taxonomy for displaying digital content to clinicians.
- Discreet url / landing page.
- Local customer generated patient information content can be augmented with content supplied from a range of NHS assured 3rd party information providers.


Independence of resources The server process is hosted by Heroku on Amazon Web Services. New instances are created elastically as demand increases.


Service usage metrics Yes
Metrics types In application KPI dashboards are available to all registered clinicians, service managers and nominated system Administrators. Dashboards offer searchable date ranges for:
- patient registration invites and acceptance rates
- patient information distribution rates by clinician, team, service and organisation
- patient information read rates by patient
- content distribution numbers and read rates
- clinician registration invites and acceptance rates

In addition, authorised staff of a customer can request bespoke reports if not available via the in application KPI dashboards.
Reporting types
  • Real-time dashboards
  • Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations European Economic Area (EEA)
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 Other
Other data at rest protection approach Access to RDS backing the app is restricted to system admin users.
Data sanitisation process No
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 Data schema available for manual export.

Authorised staff of a customer can be given exports on request showing:
- Details of clinicians and patients invited and registered on Recap Health
- Content prescribed (by clinician)
- Content opened ( by patient)
- Patient and clinician feedback about each item of content
- Results of any self care activation surveys completed by patients as registered users
Data export formats CSV
Data import formats Other
Other data import formats
  • Customers upload content in pdf and MS Office formats
  • Customers provide links to content in the CMS
  • Customers upload images in png, jpeg formats

Data-in-transit protection

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

Availability and resilience
Guaranteed availability Recap health is hosted on Heroku, a high availability platform that keeps web applications running continuously.
Approach to resilience Recap Health is hosted on Heroku, a high-availability web application hosting platform based on Amazon Web Services (AWS). Applications are monitored continuously and are re-started or scaled as appropriate automatically. The service has been running continuously on this platform for over 3 years.
Outage reporting Outages are reported to us in real-time on a public dashboard and via API and email alerts. We routinely report outages to customers, as determined by the terms of a support agreement.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Roles with limited access rights.
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 contact the support team to get audit information
How long user audit data is stored for At least 12 months
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for At least 12 months
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach We use industry best practices.
Information security policies and processes The Director of Technology owns the master credentials to IT resources. Access is given on a least necessary authority basis i.e. only enough access to complete the task at hand. All logins are protected by 2FA. There are no anonymous accounts.

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 All components are kept in a GitHub private repo. We use a gitflow for branch management. All changes are made on a feature branch. Branches are reviewed before merging to master. Deployments are done automatically from GitHub to Heroku. Promotion from test environment to staging and production is automated so there are is no room for human error. Releases can be rolled back to the last known good release automatically.
Vulnerability management type Undisclosed
Vulnerability management approach We automatically monitor CVE reports and implement recommended security patches on a regular basis. Our hosting provider upgrades infrastructure automatically. We can deploy new versions of the application with zero down-time. New versions of the app can pass through our gitflow in a matter of minutes.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Suspicious login attempts are reported and logged to a logging service. Investigation and remedy of security breaches are top priority but we have not had to respond to a breach as yet. We have successfully defended against a denial of service attack in 2017.
Incident management type Undisclosed
Incident management approach Events are reported to a publicised email address. The technical staff monitor that channel and respond. We have an issue ticket system that tracks incidents. Users can escalate issues via that system.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks No


Price £23000 to £97000 per licence per year
Discount for educational organisations No
Free trial available No


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