Relias Clinical Solutions
Relias Clinical Solutions are a suite of assessment-driven education and analytics platforms that are transforming how doctors and nurses learn through the power of data and evidence-based adult learning principles. Relias Clinical Solutions target areas of high risk including OB, Sepsis, A&E, HCAI and Opioid misuse.
- Innovative platform- delivers individualised and prioritised content to clinicians
- Clinicians learn when/where they want and only what they need
- Reduce variation in care, gaining insight into individual/team competency levels
- Identify areas that need improvement and deliver targeted education
- Close competency gaps by identifying &addressing areas of variation
- Deliver increased patient safety and prevention of HACs
- Assess and then respect established proficiency
- Educate clinicians only on needs-to-know topics to increase engagement
- Improve Communication: Minimise errors by ensuring use of correct protocols/language
- Benchmark clinicians/teams/organisations against required local/national standards
- Comprehensive assessment provides insight into clinicians’ knowledge and judgement
- Benchmarking of individual scores and quantifying team variation
- Tailored learning plans: The solutions deliver personalised learning plans
- Plans exclude content clinicians have mastered – saving time
- Modules are delivered in easy-to-absorb, 2-8 minute segments
- Includes videos, case studies, and interactive 3D animations with text
- Clinical Pearls to strengthen clinical knowledge, presented in real-life case-scenarios
- Real-time analytics
- Data to identify and invest in areas of training
- Improves quality-of-care, increases patient safety, reduces risks of adverse events
£9 to £40 per user per year
Relias Learning Ltd.
0203 457 0859
|Software add-on or extension||No|
|Cloud deployment model||Private cloud|
|Service constraints||Relias Clinical Solutions runs on the Relias Learning Management System (RLMS), a SaaS-based solution, accessible 24/7 through a stable Internet connection. As such, constraints are extremely limited. Relias provides multi-channel advanced notification of any planned downtime. The RLMS is versatile and functions across all operating systems and modern browsers e.g. Internet Explorer 10 and Adobe Flash plug-in Version 8.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
Relias responds to email or web support cases immediately with an automated email containing a reference case number and our Support telephone number, should immediate assistance be required.
All cases are responded to within one business day via email or phone, depending on client request. Support requests are prioritised based on their level of severity and impact.
|User can manage status and priority of support tickets||No|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
All clients have unlimited access to Relias support, as well as ongoing training at no additional cost. Included in the contract, every Relias client is allocated a dedicated Client Success Manager (CSM), who is your primary point of contact from implementation through the life of the contract.
At implementation, your CSM works collaboratively with you to provide implementation consulting, project management, site setup, customisation and training. Your CSM provides a methodology and communication toolkit to help with all-staff rollout and adoption of the system.
Post-implementation, your CSM is your primary contact for on-going support, training and quarterly account reviews/metrics reporting.
Relias CSMs are supported by the 800-person strong global network of Relias personnel. Our proven, effective approach to support ensures long-term, sustainable success.
|Support available to third parties||Yes|
Onboarding and offboarding
The Relias implementation methodology is a collaborative, proven process, structured to enable your long-term success with the system. Relias Client Success Managers (CSMs) are experienced project leaders, committed to 1) training your team to be deep-level experts in the system, 2) ensuring wide-scale end-user adoption of the system and 3) meeting project deadlines to bring the system online with ease.
Your dedicated CSM conducts all consultations and system training online*. Our initial step is assessing your training goals and staff requirements, after which a detailed project plan will be created and mutually agreed. The programme covers:
•Site build and branding
•User upload and management
•Designing and building Training Plans
•Creating custom courses, including face-to-face training events
•Historical training data loads
•Reporting setup and automation
•Advanced topics, such as policy & procedure management
On average, an implementation will take 75-90 days for clients with 1000+ employees.
Following implementation, your CSM –backed by the Relias Client Care team– stays with you as your primary support contact. A knowledge base of product documentation is also available.
The success of Relias’ implementation and support process is demonstrated by our 97% customer satisfaction score.
*Onsite training is available for an additional cost.
|End-of-contract data extraction||
Relias clients can export their user and course completion data at any time, with or without assistance from Relias support. In addition, at the end of the contract, clients can request an export of their data from our system. Relias will provide an export of all data to the client in CSV or TXT format for no additional fee.
Relias stores data in accordance with regulatory, legal, and contractual requirements. To meet the requirements of the CPD certification service, we store data in our system for a minimum of three years.
|End-of-contract process||There are no additional fees for end-of-contract data extraction and delivery. If needed, your Client Success Manager, along with our experienced team of developers and information security professionals can assist with your transition from Relias. Our exit strategy is directed by our Change Management Policy to mitigate the transfer-related risks.|
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||Relias Clinical Solutions runs on the RLMS, which is optimised for mobile devices, and Relias courses are either fully mobile-optimised or mobile-enabled. Learners can navigate the platform and take courses from a handheld device or tablet with a stable internet connection. The RLMS and all Relias courses have been tested on mobile browsers and devices.|
|What users can and can't do using the API||
There are no constraints to Administrators setting up or making changes through Relias APIs. Our APIs are most commonly used to automate user administration, and to integrate learner and course data with internal IT systems.
Administrators are able to create, update, and retrieve user information through distinct web service calls including CreateUser, UpdateUser and GetUser, among others. Administrators are also able to export Relias system data such as: learner data, training plans, and courses with ExportData web service calls.
Relias also makes File Transfer Protocol (FTP) user management and data exports available as alternative APIs to web services. A client dedicated FTP site can be created to facilitate automated user imports, updates and exports, as well as bulk data exports of course completions.
|API documentation formats||HTML|
|API sandbox or test environment||No|
|Description of customisation||
Relias offer a flexible approach to customisation, so you can tailor the site to work your way and engage staff with your own, familiar branding. Each client has their own private RLMS site, branded with their logo and colour scheme, which can be modified by their site Administrator.
In the Relias system you can:
•Use single sign-on to enable access to the platform from your internal infrastructure
•Brand the site with your own logo and colour schemes
•Set up and deliver organisational announcements
•Add your own courses and link to external content libraries
•Add your own content to Relias courses
•Build custom assessments and checklists
•Create custom course completion certificates
•Build and automate custom, job role-based training plans, tailored to your programme objectives
•Modify email templates for auto-reminders and notifications
•Customise over 30 off-the-shelf reports and schedule auto-delivery to specified users
|Independence of resources||To ensure that users are not affected by the demand which other users place on our service and service is consistently provided, we use dynamic front end servers. In this way, when the load reaches a certain threshold, another front end server is introduced. Similarly, when demand falls below this prescribed threshold, the extra servers are taken down.|
|Service usage metrics||Yes|
Relias offers more than 30 real-time, customisable reports and dashboards to give clients comprehensive insight into key progress and performance metrics. For example, the Administrator Dashboard shows completions, compliance and out-of-compliance teams across your organisation.
Quarterly account reviews look at key metrics and benchmarking such as:
•Course completions and compliance rates
•Course usage rates
•% breakdown of online, face-to-face, and bespoke course completions
In addition, as part of the contract, Relias offers a training efficiency and productivity assessment to identify and define cost savings opportunities and productivity targets, which can then be tracked as performance metrics.
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||None|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||
|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||
|Data sanitisation process||Yes|
|Data sanitisation type||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 export approach||
Clients have the ability to perform data exports at any point. They can also request the assistance of Relias staff to help with exports if desired.
Specifically, Client Site Administrators are able to export data through reporting and bulk data exports. This can be done manually or via a scheduled automated process. Through reporting, clients can export data on course assignments, completions, compliance. Only accessible to Administrators, the Data Export tab in Site Settings allows data to be downloaded in TXT or CSV formats. Regular exports of this data to a client dedicated FTP can be arranged.
|Data export formats||
|Other data export formats||XML|
|Data import formats||
|Other data import formats||XML|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||TLS (version 1.2 or above)|
Availability and resilience
|Guaranteed availability||Relias current uptime percentage stands at 99.9%. Systems are monitored 8X8, as this is in a cloud environment in the event of a failure RTO/RPO of 24 hours. Over the past two years we have had less than .05% downtime.|
|Approach to resilience||This is available upon request. Part of the resilience plan is hosting in an elastic environment with nightly snapshots for recovery in the event of a disaster.|
Relias adheres to a 2-week advanced notice period to advise clients of any planned downtime via the administrator dashboard on the RLMS. We also send this communication via email to all primary and secondary support contacts identified by the client.
In the unlikely event of an unexpected outage, Relias Client Success Managers will notify their client contacts via email and inform them of the timeframe for resolution.
Identity and authentication
|User authentication needed||Yes|
|User authentication||Username or password|
|Access restrictions in management interfaces and support channels||Relias are able to dynamically restrict access within an organisation’s team according to their own stipulations. In particular, access is restricted to the team which manages the environment and the individuals that do application deployments into the environment so as to safeguard information security and company information.|
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||
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
|ISO/IEC 27001 certification||No|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||No|
|Named board-level person responsible for service security||Yes|
|Security governance certified||No|
|Security governance approach||We comply with ISO/IEC 27001, and are working SSAE 16 SOC II and HiTrust certifications at this time.|
|Information security policies and processes||
Relias Information Security Programme is governed by an internal Information Security Council (ISC), which abides by our Key Control Framework. The framework consists of information security policies, standards, procedures and technical security requirements, and is upheld by compulsory information governance training for all staff. Our Information Governance training is refreshed on an annual basis and bespoke to each staff role.
Our hosting provider Microsoft Azure is SOC II and ISO27001 accredited.
Should an incident be reported, the client’s Client Success Manager and Information Security Officer will notify the client, and together these stakeholders will collaboratively resolve the issue, minimising user disruption.
Relias’ Information Security Officer oversees the IT Risk Register and re-assesses the likelihood and impact of risk on an annual basis. Any incidents would be entered on the Breach of Security register, and reports of Information Security Breaches would be reviewed by the Information Security Council.
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||Our change management processes ensure that appropriate levels of technical and management accountability is consistently upheld throughout change. This process involves assigned personnel, including a Problem Manager, Change Requestor and Change Owner. To track our service’s components, we will produce metric reports on a weekly, monthly and quarterly summaries to recognise deviations from acceptable performance. Change management testing will be overseen by the Change Manager to consider aspects of the change including security and functionality. Meanwhile, back-out testing will be performed to ensure other areas of the business and infrastructure are not adversely affected by the change.|
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||As per our Vulnerability Assessment Policy, we will use a trusted third party software, Tenable NESSUS to provide automated vulnerability scans and up to date signatures of all new vulnerabilities found. We will regularly scan all desktops, laptops, servers, network devices and computer systems on the Relias Learning network. We also perform internet facing vulnerability scanning on a regular basis in production and non-production environments to correspond with the Software Development Lifecycle. Any identified vulnerabilities will be evaluated and risk mitigated through patch deployment within one business day to minimise disruption to our systems and uphold good patient experience.|
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||We operate a robust approach to protective monitoring; working to consistently strengthen our anti-virus protection through recognised procedures. We have appointed the reputable third-party provider, Tenable NESSUS, to perform automated vulnerability scans, produce audit logs and report on all identified vulnerabilities. Our Information Security Officer leads our security team; using their experience to rigorously examine these logs for timely response based on the level of severity deemed for the reported vulnerability. Our ISO will also co-ordinate triage of vulnerabilities – including validating the reported vulnerability – to assure swift resolution, for example through adoption of more stringent network layer firewalls.|
|Incident management type||Supplier-defined controls|
|Incident management approach||Our Security Response Plan (SRP) establishes a pre-defined, co-ordinated response when a security vulnerability is identified or exploited. Users are encouraged to report any service incidents through clear signposting provided on our website; including contact information for dedicated team members during non-business hours. We will respond to incidents within a day of their being reported, whilst the time taken for our account management team to produce an incident report depends on the nature of the incident. An action plan will then be created; with this plan and timings communicated to staff members and the reporting user.|
|Approach to secure software development best practice||Conforms to a recognised standard, but self-assessed|
Public sector networks
|Connection to public sector networks||No|
|Price||£9 to £40 per user per year|
|Discount for educational organisations||No|
|Free trial available||No|