Hicom Technology Ltd

CareHub Lite

CareHub is an electronic medical record system designed to support healthcare providers in the delivery of effective patient care. CareHub includes facilities for resource management, scheduling, care planning, care pathways, patient education, clinical notes, diagnosis recording, results reporting, medication, e-prescribing and billing, with integration and interface options that enhance interoperability.

Features

  • Patient registration (including patient consent)
  • Resource management (doctors, facilities and availability)
  • Appointment and attendance management
  • Care planning (including definable care pathways)
  • Diagnosis recording
  • Pathology results request (including sample generation) and reporting
  • Medication recording and e-prescribing facilities
  • Patient dashboard and summaries (results, diagnosis history, notes history, etc.)
  • Patient billing and electronic claims management
  • Patient contact management (SMS and email)

Benefits

  • Supports paperless efficiencies
  • Supports the entire patient journey resulting in improved
  • Interoperability capabilities enables data to be shared across the healthcare
  • Support for JCI and HIMSS EMR adoption model
  • Access to summary data ensure optimum patient contact time
  • Realtime access to patient and clinical data, enhancing care delivery
  • Define your patient pathways for greater efficiency and patient engagement

Pricing

£15 per user per year

Service documents

G-Cloud 11

487704756094155

Hicom Technology Ltd

John Sanderson

01483 794945

john.sanderson@hicom.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints Access to our help desk is limited to the service hours defined within this document, although the core service hours can be extended on request (at an additional charge). Hicom will notify the client of any planned service disruption or downtime, although we reserve the right to temporarily restrict access to the service outside of normal Service Hours without notice to undertake system upgrades or maintenance.
System requirements Provision of industry standard browsers for each PC

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Response times are defined by the severity of the incident in accordance with our service level agreement, however as a guide we guarantee to respond to critical incidents within two working hours from the time of the call, urgent incidents within four working hours, and non-urgent issues and service requests within one working day.
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 No
Onsite support Yes, at extra cost
Support levels We provide:

- First-line support: Help desk and first responders. Information gathering, call logging, initial assessment, call proiritisation and escalation. Assistance with service requests and general operational support enquiries and responsible for customer communications and updates.

- Second-line support: In-depth analysis of the technical incident including troubleshooting and problem solving. Liaison with the customer technical or project team if required.
- Third-line support: Expert support by the development team for complex issues.

- Service monitoring: Automated and scheduled (daily) monitoring of the hosting service, system access, performance and stability.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Training is delivered in accordance with the needs of each organisation. We will develop individual, tailored training courses specific to the needs of the individuals being trained. Training can be delivered using a variety of different methods including cascade (train-the-trainer) training, classroom-style demonstrations, focus groups, workshops, online webinars and video tutorials.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Data is extracted by Hicom on request in a format dependent on future needs.
End-of-contract process The following activities can take place at the end of the contract:

- Analysis and design: We would be keen to either provide the replacement system, or provide consultancy around the nature of the requirement. This would include comprehensive legacy analysis of the existing system to inform the requirements of the next (additional cost).
- Configuration and change management: Any change requests or defect reports will be passed to the developers of the subsequent system (additional cost).
- Data will be provided as IFF (included).
- Operations and support: The final release will still be supported until it is finally removed as long as this stage is still within contract(included).
- Transition consultancy: General consultancy is offered to enable the move to the replacement system. This may include consultancy around data migration and, specifically, around the data schema (additional cost)

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • 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 No major difference. Some small difference in how screens are rendered.
Accessibility standards None or don’t know
Description of accessibility We incorporate Web Content Accessibility Guidelines (WCAG) 2.0 standards wherever possible into the design of all of our software, ensuring that content is accessible to a wider range of people with disabilities as well as making our web content more usable to users in general.
Accessibility testing Our experience of interface testing with users of assistive technology is limited. However, we are aware that WCAG 2.0 success criteria are written as testable statements and are seeking to integrate this into our testing procedures, currently internally.
API No
Customisation available Yes
Description of customisation Users have limited ability to customise the service. This includes menu items, data entry templates, document templates and, to a limited extent, the look and feel of the interface. This ability is limited to those users who have appropriate role based access controls.

Scaling

Scaling
Independence of resources All environments utilise separate physical hardware and all networks are segregated using VLAN's, all network perimeters (internal and external) are secured with network firewalls, all servers utilise software firewalls, all environments utilise separate authentication, all hardware has a redundant layer and tolerates multiple levels of failure.

Analytics

Analytics
Service usage metrics Yes
Metrics types The following service usage metrics can be provided on request:

The following service usage metrics can be provided on request: - Core user actions: Are users consistently using predefined core user actions? - Activity time: The number of times a user visits a service and the elapsed time they spend - Visit frequency: How often does a user return to a service
Reporting types Reports on request

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 Supplier-defined controls
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Encryption of all physical media
  • Other
Other data at rest protection approach All customer data is encrypted at rest using Micrsoft SQL Server encryption, all storage/physical media is encrypted using FIPS level encryption.
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
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 can be exported either by using pre-formatted, customisable audit reports or by creating their own reports via MS SQL server report builder using pre-defined templates.
Data export formats
  • CSV
  • ODF
Data import formats
  • CSV
  • ODF

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection between networks Access is via the public internet or the Health & Social Care Network dependent upon the application. All access is encrypted using SSL/TLS/IPSEC VPN, certificates utilise the latest standards
Data protection within supplier network
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network All environments utilise separate physical hardware and all networks are segregated using VLAN's, all network perimeters (internal and external) are secured with network firewalls, all servers utilise software firewalls, all environments utilise separate authentication, there are multiple layers of physical security - secured electronic perimeter gates, biometric locks on external and internal doors, 24 hour monitored CCTV, 24 hour security patrols, the Hicom data centre within the main building is secured with biometric locks and IP cameras.

Availability and resilience

Availability and resilience
Guaranteed availability Hicom will endeavour to make the service available without disruption during Service Hours; however allowances should be made within this period for essential service downtime to enable critical software upgrades and system maintenance to be carried out. Hicom provides all clients with an SLA (service level availabilty) that guarentees the availability of the service. The SLA generally guarentees availability of 99.5% during business hours however this is agreed with the client to meet their particular requirements.
Approach to resilience This information is available on request.
Outage reporting All outages are reported via email alerts.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Limited access network (for example PSN)
  • Username or password
  • Other
Other user authentication All Hicom systems require user authentication using individual/non-shared credentials, all access is restricted to the minimum level of rights and credentials are set and secured using the latest recommended standards for complexity, length and change frequency.
Access restrictions in management interfaces and support channels All access to the system, including management interfaces, is provided by Role Based Access Control dependent on successful entering of a username and password. As the system is hosted within the HSCN network this adds a higher level of security. Where possible access control lists are used to restrict access by IP address.

Access to online support is similarly managed by Role Based Access Control, whilst those accessing telephone support may be asked to prove their identity if required. Where possible access control lists are used to restrict access by IP address.
Access restriction testing frequency At least every 6 months
Management access authentication
  • Username or password
  • Other
Description of management access authentication All management and support access requires separate credentials which are restricted to key personnel, access is secured with network firewalls at each network perimeter and software firewalls on all servers, rights are provided on a "minimum level of rights to complete the task" basis and access is reviewed and revoked when no longer required.

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 contact the support team to get 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 Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 16/06/2015
What the ISO/IEC 27001 doesn’t cover We believe this covers all of our activities.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications Cyber Essentials

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards ISO/IEC 27001
Information security policies and processes We are ISO 27001 accredited and, as such, our information security policies and processes are guided by this. This, therefore dictates the following: • Information security policies • Organization of information security • Human resource security • Asset management • Access control • Cryptography • Physical and environmental security • Operations security • Communications security • System acquisition, development and maintenance • Supplier relationships • Information security incident management • Information security aspects of business continuity management • Compliance; with internal policies, and with external requirements, such as laws Hicom is also registered with the Information Commissioner Office and adhere to the Data Protection Act 2018 and GDPR. We have and continue to take steps to ensure we remain compliant with the General Data Protection Regulations (GDPR). Hicom also hold certification for our Information Security Management System (ISMS) under ISO27001 and manage our confidential data policy and responsibility through our ISMS. Hicom are also registered under the Data Security and Protection Toolkit for NHS digital and measure and publish our performance against the National Guardian’s ten data security standards. ISO 27001 compliance is managed by our Quality and Information Security Officer Elaine Smart who reports directly into our Board.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All changes related to the product specification (configuration) are either captured by the Project Manager if the system is still being implemented, or by our support department or the clinical account manager if the system has already been implemented. These are then tasked as Requests for Change and prioritised for implementation

Changes in the project processes or baseline (time, money etc.) are dealt with via the Project Manager and, if necessary the relevant Hicom Product Manager. If a change is identified, all affected project parameters will be assessed, analyzed for impact and acted upon.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Hicom subscribes to/utilises multiple vulnerability alert/information services including - MS-ISAC, NCSC, CIS, Symantec, Microsoft, OWASP, the information provided is reviewed and corrective action taken to correct/mitigate any issues. Monthly vulnerability scans are carried using multiple tools to test for vulnerabilities internally and externally, the results and action are recorded and reviewed as part of the organisations security management.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Hicom utilise an SIEM (Security Information and Event Management Solution) for protective monitoring, the product currently in use is Splunk however this is subject to change as new products enter the market. The SIEM solution monitors and analyses the logs from web servers and other key systems.
Incident management type Supplier-defined controls
Incident management approach Our approach to incident management is informed by ITIL. As such it is made up of the following components:
- Incident detection and recording
- Classification and initial support
- Investigation and diagnosis
- Resolution and recovery
- Incident closure
- Ownership, monitoring, tracking and communication
Users report incidents through the support service defined in our standard SLA and incident reports are provided via the relevant Product Specialists.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks Yes
Connected networks Health and Social Care Network (HSCN)

Pricing

Pricing
Price £15 per user per year
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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