QAPlus ltd

Continuing Health and Social Care Management System

iChord manages all aspects of NHS continuing healthcare, NHS funded Nursing Care and Complex Care patients including Learning Disabilities, Mental Health and Children.

Users record clinical and financial records, key contacts and care packages. iChord improves management of provider payments, assessments, reviews, document storage, letter generation, financial forecasting and analysis.

Features

• Child, Transition and Adult patient journey with progress bar
• Pre-defined process to record activity against workflow
• Care provider management information
• Financial data set allows financial forecasting
• Dashboard and comprehensive suite of pre-defined reports
• Report builder tools with templates
• Full electronic storage of documents
• Standard, editable document production
• Complex, 2-factor user login options
• Dedicated support via help desk

Benefits

• Decision making processes optimised with workflow prompting users
• Reduce administration costs through document automation on schedule
• Improved service quality through visual prompts
• Assessment backlog reduction and maintenance
• Remote off site working where secure access is provided
• CQC link provides users with provider CQC outcome ratings
• Designed and delivered by experienced CHC managers
• Automatic payment schedules with credit recovery
• Expert CHC management consultancy and training support
• Single source data entry without duplication and discrepancies

£15,000 to £25,000 a licence a year

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 Sion@qaplus.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

482355811446299

Contact

Sion Davis
+447779794154
Sion@qaplus.co.uk

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: IChord is part of iQA providing discrete modules that may be integrated with external systems - or each other to dramatically improve efficiency of our healthcare management clients. These systems include:; iChord: CHC & FNC Management; Referral Portal; Needs Assessment App; Panel Portal; Patient Choice DPS; Patient Access Home Support
• Cloud deployment model: Private cloud
• Service constraints: None
• System requirements:
  • Web Server: Windows 2008 Server Standard Edition or above
  • Web Server: IIS Version 7.0 or above
  • Web Server Ports: 443 (SSL), 1443 (SQL Server)
  • Web Server: .Net Framework - Version 4, 4.5 or 4.6.1
  • SQL Server: Windows 2008 Server Standard Edition or above
  • SQL Server: 2008 Standard Edition or above
  • SQL Server Authentication: Mixed (SQL & Windows Authentication)
  • SQL Server: Port - 1433

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: SLA extract:; ; Faults: Potential fault evidence will be reviewed within 2 hours. Fixes are provided according to severity levels and vary between 1 day and 30 days subject to client agreement; ; Help: These are usually handled immediately. A more complex query relating to client configuration will be referred to a consultant within 2 hours. ; ; RFCs (Request For Change): Your Project Manager will provide an initial cost estimate within 1 working day. If agreed in principle this is followed by a more detailed specification and accurate quote for approval and scheduling.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• 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), 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Real time chat between a User and a Helpdesk Consultant, within a Web Page, using Microsoft SignalR Library
• Web chat accessibility testing: Not designed for assistive technology.
• Onsite support: Onsite support
• Support levels: Severity:; 1. System or module down; 2. System partially inoperable; 3. Function cosmetic or work-around provided; ; Delivery Target ; 1: Immediate investigation, resolution within 4 hours; 2: Review within 4 hours, investigation within 1 working day, resolution within 5 working days.; 3. Review within 4 hours, investigation within 5 working days, resolution next client planned release [by agreement]
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Every aspect of implementation is delivered based on Project Templates that usually cover an 8 to 12 week project lifecycle. These are customised for each client but typically tasks include:; ; INITIATION:; Specify key contacts; Agree communications [including IG constraints]; Scope Processes, Letters, Parameters; Platform Specifications; PID Agreement; ; CONFIGURATION:; Client config; Referral Pathways; Workflow Processes; Letter master templates & Letter drafts; SBS Finance Codes; User Roles; Variables & Checklist approval; ; PLATFORM:; Copy database: for audit & Trial; Server Build & Security certificates; VPN Access confirmed; Install pilot release; Confirm pilot access by Users; Install peripheral modules as required; ; RFCs:; Demerge; Data cleanse; System Enhancements if specified; ; MIGRATION:; Trial data migration; Trial transfer documents & files; User Review; Trial issues resolution; Trial RFC enhancements; Go-Live planning; Live database copy issued [Thurs 4pm]; Processing moratorium; Install Live database [plan Tuesday 9am]; Live transfer documents & files; Client validation / UAT; Live Operation; ; TRAINING; User Lead familiarisation [WebEx or onsite]; Onsite training:; Customised anonymised training database set up; Admin team ; Finance team; System Administrators; Nurse Assessors; Onsite support [go live day onwards as required]
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: We provide data extracts to the specification of incoming system suppliers on an RFC basis.; We can also provide a 'standard' staged database that may be licenced and used, without customisation, for migration and/or legacy data access.
• End-of-contract process: The staged database is available at no cost.; Customised data extracts are available on an RFC [chargeable] basis.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The iChord system automatically resizes page formats [using Bootstrap] where the resolution is below the optimal .
• Service interface: No
• API: No
• Customisation available: Yes
• Description of customisation: IChord is provided with a full set of templates that meet NHS standards - including those emerging through the NHS Digital program. ; ; However the system is also fully customisable - particularly in relation to Workflow, document templates and IG related access controls.; ; Documents created automatically by the system may also be edited and the final document is saved for future reference.

Scaling

• Independence of resources: We provide a single version of our systems for all clients. There is therefore no conflict arising from service demands - an enhancement provided or issue resolved for one client is equally applicable to all our clients.

Analytics

• Service usage metrics: Yes
• Metrics types: Client service level standards are set by NHS England - primarily associated with progress through their 'Pathways'. ; Workflow and Task prompts are 'driven' by these standards and markers at each checkpoint are used to ensure compliance.; System metrics focus on delivery of assessments and placement within the different pathways.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: There are extensive standard data extract templates.; In addition there is an ad-hoc Report Generator where Users may define their own data extracts from an on-board selection dictionary. These may be linked to user-defined templates for repeated use.
• Data export formats:
  • CSV
  • Other
• Other data export formats: Excel
• Data import formats:
  • CSV
  • Other
• Other data import formats: Excel

Data-in-transit protection

• Data protection between buyer and supplier networks: Private network or public sector network
• Data protection within supplier network: IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Faults are fixed within the terms of our annual system licence.; Severity and fix timescales are established in SLA agreed individually with clients.; Hosting service suppliers [including in-house] will specify their own guaranteed availability.
• Approach to resilience: Hosting services selected for this project provide full resilience subject to SLA.
• Outage reporting: System Administrators can broadcast system status messages to all Users.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to PID is controlled by client authentication of support connections.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Dedicated link (for example VPN)
  • 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: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Other security certifications: Yes
• Any other security certifications: Data Security and Protection Toolkit (DSP)

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Data Security and Protection Toolkit (DSP)
• Information security policies and processes: Our staff are bound by our Information Governance Policy [incorporated in supply contracts].; This is regularly reviewed - at least annually but also triggered by events such as NHS requirements. New employees receive induction training and Staff have refresh training at least annually.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: System changes are controlled through ISO9001 approved quality controls that cover: Initiation, Realisation and Implementation.; Every RFC specification is risk assessed and graded accordingly - resulting in an appropriate test regime.; Testing is completed for each program against a specific test plan and system regression tests are completed for each new Release. ; Release Notes are provided covering enhancements, fixes and test results. ; Faults are recorded on Trackers that are used to highlight system functions that represent increased risk and these functions are critically reviewed by the Management Board to identify design or technical structure flaws to be resolved.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Potential threats are regularly assessed by our SIRO, and security patches are applied immediately. ; (All Laptops & Servers have Windows Automatic Updates configured with the "Install Updates Automatically" option.; Microsoft Security Bulletins and Sophos Alerts provide information on potential threats and vulnerabilities.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Data is stored on designated secure servers and encrypted drives.; Access controls and regular security audits ensure risks are identified and mitigated immediately.; Issues are raised at the Management Board and action mandated.
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents are logged and reported to the Management Board.; These are then tracked and the Management Board oversees investigation and resolution.; Processes are recorded on the Tracker system.

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:
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Pricing

• Price: £15,000 to £25,000 a licence a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: A demonstration system is available to prospective clients subject to IPR protection and provision of consultancy and training services to ensure a viable trial is achieved..

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

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 Sion@qaplus.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.