SilverCloud Health

SilverCloud: Digital mental health platform for IAPT services

SilverCloud is a digital mental health platform for IAPT services, providing over 30 internet-based Cognitive Behavioural Therapy (iCBT) programmes. A multi-award winning solution having treated over 250,000 people and delivering over 800,000 hours of therapy. The programmes include depression, anxiety, stress, resilience, sleep, alcohol, long-term conditions (e.g. diabetes) and others.

Features

  • 30+ programmes in one digital mental health platform
  • Population-level solution for managing mental health remotely
  • Tier 3B standard on NICE Evaluations Framework for Digital Technologies
  • Supporters portal for professionals to manage clients and offer support
  • Onboarding and triage tool to assess needs and direct appropriately
  • Self-sign-up portal
  • Live chat and asynchronous messaging for supporters
  • Reporting dashboard to track outcomes
  • Full training programme included, plus project management and support
  • Delivered as cloud-hosted Software-as-a-Service, with full service management

Benefits

  • Recovery rates for supported interventions ranging from 55% to 74%
  • Increased capacity for services through offering digital first approach
  • Cash releasing benefits from shifting from face-t0-face to digital treatment
  • Integration with IAPTus and PCMIS
  • Open APIs to integrate with other IT systems, including EPRs
  • Strong evidence base from over 30 research studies and RCTs
  • Flexible population delivery model from unsupported to therapist supported
  • Automated tools (e.g. templates, reminders) to drive efficiency and engagement
  • Online training programme for supportes with associated CPD points
  • Population-level pricing to provide economies of scale and cost-effectiveness

Pricing

£30048.00 per unit per year

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

5 0 5 2 3 6 6 8 6 7 2 0 5 3 9

Contact

SilverCloud Health

Nick Niziolomski

+44 7990 031320

nick.niziolomski@silvercloudhealth.com

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
No
System requirements
Modern web browser (IE11, Edge, Chrome, Firefox, Safari, etc)

User support

Email or online ticketing support
Email or online ticketing
Support response times
This needs words based upon the agreed sla - response.
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
User have access to the service helpdesk via phone or email for technical support.

Customers have a business Account Manager and Customer Success manager who works with clinical teams to ensure optimum use of the platform for their service users.

SilverCloud provide excellent and ongoing support to all NHS services using the platform via a dedicated Customer Success team. The team is available to provide and support the full deployment of the system from project initiation through to post go-live and long-term support.

This partnership approach to supporting the NHS results in named individuals providing the function, in addition to the standard helpdesk functions that would be expected.

All support levels are included as part of the Software-as-a-Service annual subscription 'Platform Licence'.
Support available to third parties
No

Onboarding and offboarding

Getting started
The implementation process consists of a project initiation meeting to discuss the service and pathways.
(i) We work together to develop operational processes to safely deliver SilverCloud and collect the customers requirements for their specific configuration;
(ii)A project plan is created identifying all the elements that need to be covered to go live;
(iii) We provide a sample operational policy, best practice guide and a number of customisation documents to services;
(iv)We work with the services clinical team to ensure the assessment, clinical support and risk management of service users is reflected in operational guidelines and this is communicated to all teams;
(v) We consult with the communication team on how they can promote SilverCloud;
(vi) Training is carried out face-to-face or via weblink dependent upon the services needs;
(vii) Services are reviewed quarterly to provide advice and support on service development, and;
(viii) System users will have access to an online supporter centre with how to guides and ongoing help and support information.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
SilverCloud can provide an extract of data in CSV format when the contract ends.
End-of-contract process
At the end of a contract, a demobilisation plan would be put in place in advance to allow a safe exit from using the platform. A cut off date for when new users cannot be added to the system. A period of 4-12 weeks is agreed to support current users without disruption to care. Once the last user has completed, we agree with services how they would like to have a copy of their data (encrypted) and delete it from our server.

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
The desktop version is accessed via a web browser, the application is fully compatible with mobile browsers with no loss in functionality. There are also native mobile apps that support extra features such as push notifications and secure bio-metric authentication.
Service interface
No
API
Yes
What users can and can't do using the API
The API enables services to refer end users to the service, view summary information of the end users' status and transfer clinical information to other systems.
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
A variety of parameters can be configured based upon the need of the service ranging from the instruments and indicators used and their timing, to the levels of sharing of data communicated and accessible to the users or supporters/clinicians during the programmes.

Scaling

Independence of resources
SilverCloud continuously monitors the performance of its application. At regular intervals SilverCloud performs load testing of its network infrastructure and performs any maintenance necessary as part of its Information Security Management System (ISMS).

Analytics

Service usage metrics
Yes
Metrics types
A comprehensive set of service metrics can be measured and reported against including both qualitative and quantitive measures including:
* Feedback on a users individuals preferred content and toolsets.
* Engagement can be reported including usage time and cadence.
* Outcomes including caseness, significant change and recovery statistics.
* Utilisation by individual product or program.
* Aggregated data against source of referral.

These are access through a dedicated reporting section of the professionals platform.

Specific reports can be requested against a comprehensive set of indicators and metrics as required for service reporting or research purposes.
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 once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
SilverCloud provides an export functionality for users to export relevant information from the platform. Comprehensive exports can be requested via support channels.
Data export formats
CSV
Data import formats
CSV

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

Guaranteed availability
UPTIME: SilverCloud is available 24/7 and will use best endeavours to achieve uptime in respect of access to the application via internet of not less than 99.5% during each month.

EXCLUSIONS: No credit shall be allowed where the Service is unavailable due to the Customer as a result of difficulties with the Customer's own systems, the Customer's connection to the internet or any other system or link outside the direct control of Service Provider.

Unavailable Hours shall be calculated during any 4-week monitoring period.

A detailed Service Level Agreement will be put in place for customers.
Approach to resilience
With regard to customer data, asset protection and resilience are achieved through multiple controls to ensure integrity and availability, in accordance with the Information Security Management System.
These include:
(i) Physical and environmental controls offered by the hosting providers to protect against threats such as fire and flooding;
(ii) Access controls to protect against unauthorised modification or destruction of data;
(iii) Multiple backups (daily system images, daily off-site data backups) to allow restoration in case of disaster, and;
(iv) Redundancy of services and equipment including storage, power, network offered by the hosting providers.

Resilience and data handling is assured through various ISO certifications, including ISO 27001:2013 and ISO 13485:2016. The latter certification required for medical devices and is based on ISO 9001:2008.
Outage reporting
SilverCloud reports outages via email alerts.

Identity and authentication

User authentication needed
Yes
User authentication
Dedicated link (for example VPN)
Access restrictions in management interfaces and support channels
Access to systems hosting customer data is limited to specific SilverCloud employees on the operations team identified with individual log-in accounts.
 
Support and operations staff have limited access to management interfaces that aims to obscure sensitive and identifying information where possible, and limits the ability to extract data.

In addition, access to the hosting provider network is via a VPN and jump server, which provides additional logging and access control.
Access restriction testing frequency
At least every 6 months
Management access authentication
Username or password

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
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
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Certification Europe
ISO/IEC 27001 accreditation date
14th August 2013
What the ISO/IEC 27001 doesn’t cover
The certification scope is: The Head Office of SilverCloud Health Limited and the SilverCloud platform provided to SilverCloud Health’s clients worldwide.
All services offered are covered by the our ISO/IEC 27001 certification.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • Cyber Essentials
  • NHS IG Toolkit (level 2)
  • ISO 13485:2016

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
SilverCloud Health has a full ISMS Policy, which is approved and ratified at Director level, and serves to have processes in place to protect SilverCloud Health’s information assets from all threats.

It is the policy of SilverCloud Health to ensure that:
(i) Information should be made available with minimal disruption to staff, clients and authorised parties as required by the relevant business process;
(ii) The integrity of this information will be maintained;
(iii) The confidentiality of information will be assured in accordance with its classification, and;
(iv) That all regulatory, contractual and legislative requirements will be met.

This will be achieved through business processes, continuity plans, information security education, awareness and training.

Implementation will mean: (i) appropriate access control will be maintained and information protected against unauthorised access, (ii) an internal audit function will have direct responsibility for ensuring the ISMS operates in accordance with the above, (iii) all managers will be directly responsible for implementing the ISMS Policy within their units, and (iv) It will be the responsibility of each member of staff to adhere to the ISMS.

All breaches of information security, actual or suspected, will be reported to, and investigated by the appropriate staff members and management.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Changes are handled in line with our Change Management Policy and in compliance with ISO 13485 and ISO 27001 standards. Changes are tested and approved before deployment.

A risk assessment will be performed to evaluate the information security requirements for new systems or major changes.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Monthly automated vulnerability scanning is performed against service hosts with a PCI-DSS scan profile for known vulnerabilities. The output of these scans is addressed through information security management processes.

Software version monitoring and updating is in place on SilverCloud workstations and in the hosted environment to ensure that vulnerable software is identified and updated where possible.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
The hosting provider operates network intrusion detection systems and OS integrity monitoring on behalf of SilverCloud to identify potential compromises. Security-relevant events are logged in the hosted environment and application. These include operating system, authentication, database and web server logs.  Logs are monitored periodically with automated analysis and alerting where possible. Monitoring procedures are in place to guide the operations team. 
Potential compromises are handled according to the Incident Response Policy, with the timeline set out for incident management below.
Incident management type
Supplier-defined controls
Incident management approach
SilverCloud has a documented Incident Response Policy, which includes a pre-defined process for managing incidents.

Customers may report incidents via support channels, by email or telephone.

SilverCloud shall notify customers in writing within 12 hours of any Security Incident(s) which result in, or which SilverCloud reasonably believes may result in, unauthorised access to, modification of, or disclosure of a Customer information, Customer Information Systems or other Customer applications. SilverCloud shall provide customers with a written Remediation plan within 24 hours of the Security Incident. Notification requirements are specified in the Incident Response Policy, which can be made available on request.

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks
No

Pricing

Price
£30048.00 per unit per year
Discount for educational organisations
Yes
Free trial available
No

Service documents

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