iPlato Healthcare Ltd

Practice Messaging for Community

Practice Messaging for Community is a 2-way text messaging system that improves appointment attendance and improves the patient experience. Direct integration with Community PAS ensures full automation. Advanced routing of patient responses and customised templates based on Clinic ensures service safety, continuous improvement and delivery of benefits.


  • Automated SMS appointment reminders, automatic appointment cancellation from Patient responses
  • Manual/Campaign messaging to individuals and groups
  • Campaign manager: Import patient groups and/or searches from principle system
  • Campaign Read Code: auto read code based on Patient response
  • Customisable templates (including auto personalisation) and delivery options
  • Patient consent management, including blacklists, GDPR compliant
  • Real-time message status and delivery reporting
  • Dedicated long number for each practice included
  • Message delivery time exclusions and blackout dates
  • Works with clinical systems EMIS/TPP and bespoke integrations available


  • SMS appointment reminders reduce DNA rates, appreciated by patients
  • Free up short term appointments with auto cancellation feature
  • Fully automated, no practice involvement required
  • Read code write back for all messaging documents audit trail
  • Simplified setup, no IT skills required to manage
  • N3 hosted system, no software or hardware for the practice
  • Dedicated long number facilitates true ‘2-way’ messaging for Patient replies


£1000 per licence per year

  • Free trial available

Service documents

G-Cloud 11


iPlato Healthcare Ltd

Celia Fleming

020 3743 0060


Service scope

Service scope
Software add-on or extension No
Cloud deployment model Hybrid cloud
Service constraints None
System requirements None

User support

User support
Email or online ticketing support Email or online ticketing
Support response times We respond to questions within agreed SLA
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 A
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 Email, phone, service desk during business hours.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Remote training, onsite training
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Can be provided by Support if required
End-of-contract process User data deleted, no data record left behind, included in contract.

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 Direct integration to the number 1 free medical app, myGP®. myGP® is a very popular app and provides a 24/7 digital doorway to the local practice. Many of the frustrations of people with local primary care services come down to access. myGP® and the preGP® service start from the position of patients being able to book appointments and then helping guide and signpost their journey. Medical record access and prescription management are also key features of myGP®.
Service interface No
Customisation available No


Independence of resources No guarantee


Service usage metrics Yes
Metrics types Online Dashboard
Reporting types Real-time dashboards


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

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 Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest Encryption of all physical media
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 importing and exporting
Data export approach CSV
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Other
Other protection between networks All data is encrypted with 3DES.
Data protection within supplier network IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability 99.9
Approach to resilience Same location, multi line resilience on VPN connections.
Outage reporting Internal reporting only. Support desk notification to client.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Email address and password
Access restriction testing frequency At least once a year
Management access authentication Username or password

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 At least 12 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 Yes
Any other security certifications
  • Data Security & Protection Toolkit
  • Cyber Essentials Plus

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards Other
Other security governance standards IGtoolkit
Cyber Essential Plus
Information security policies and processes Internally developed policies.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Yes
Vulnerability management type Supplier-defined controls
Vulnerability management approach Undisclosed
Protective monitoring type Supplier-defined controls
Protective monitoring approach Undisclosed
Incident management type Supplier-defined controls
Incident management approach Undisclosed

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 Yes
Connected networks NHS Network (N3)


Price £1000 per licence per year
Discount for educational organisations No
Free trial available Yes
Description of free trial Requirements to be discussed with account manager with interested organisations.

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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