Clinic.co provides clinicians with a telemedicine platform and MDT service without the need for Apps. Simply send a text/email to patients/colleagues that creates an instant consultation/MDT - no download required. Artificial Intelligence can analyse video for vital signs. AES 256 Encryption & GDPR compliant. Multiple video storage options. www.clinic.co
- Remote access telemedicine platform with no App/ Downloads required
- Text/ Email enabled video and audio streaming
- Online Multi-disciplinary Team meetings
- Vital Sign (Pulse / Respiratory rate) monitoring through video
- Multiple video storage options (none, Cloud, Local through API)
- AES 256 Encryption, GDPR Compliance, ICO Registered
- Appointment Scheduling system
- Image/ Notes uploading system
- Billing / Payment system
- Multiple Branding options
- Flexible delivery - enabling patients to access care from home
- Continuity of care (by same clinician independent of location)
- Multi-disciplinary meetings ensuring best practice
- Faster care and complete clinician/ service control
- Improved clinic efficiency and increased income through tariff
- Objective remote reading of Vital Signs - e.g. heart rate
- Documented consultations if video is stored (optional)
- Supporting Long term Conditions, assisted living and home healthcare
- Improved access to clinicians (doctors, nurses and therapists)
- AES 256 Encryption, GDRP compliant and ICO Registered
|Software add-on or extension||Yes, but can also be used as a standalone service|
|What software services is the service an extension to||Clinic.co (www.clinic.co) can be used as a web-based standalone system or integrated into existing patient systems via API. The platform can be integrated with 3rd party applications such as Adastra and multiple CAD systems. Video feed can be stored in cloud or locally in patient record.|
|Cloud deployment model||Private cloud|
|Service constraints||No - the system is hardware neutral and works on any network. No third party software is used and we have managed continuous uptime with no interruption for maintenance.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||Email support is provided 24/7. Response time for non-urgent requests are within minutes to 24 hours (next working day at weekends). Urgent requests (those affecting system use) are dealt with by Technical team within two hours maximum of request being logged.|
|User can manage status and priority of support tickets||No|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Onsite support|
|Support levels||Support is included as part of service, including technical account management and access to our tech team 24/7. Specifically: System Uptime - System uptime will be maintained at 95% (excluding planned outages) 24 Hour Support Service - 95% of responses to requests provided within 3 hours from the time the email was logged. Rectification of Faults. Severity 1 - High impact, ie Loss of functionality - 90% of Faults are rectified within 24 hours, from the time of the email being logged. Severity 2 - Medium impact, ie Incorrect settings or changes not working. 90% of Faults are rectified to the satisfaction of client within 2 days, from the time of the email being logged. Severity 3 - Low impact, ie Fault is an inconvenience. 100% of Faults are rectified to the satisfaction of client within 7 days, from the time of the email being logged. Planned Outages. 100% of outages for technical maintenance/system updates/upgrades are planned and agreed with client - 14 days notice will be provided. Upgrades to software modifications, updates or new releases. 100% of upgrades will be provided on release whilst maintaining functionality. Where this is not possible, permission from client will be sought.|
|Support available to third parties||Yes|
Onboarding and offboarding
We can establish a complimentary trial for individuals / organisations to ensure the service addresses their needs.
The system is highly intuitive, but we can provide online training or onsite training if required. We have manuals, video tutorials and documentation (e.g. regarding governance) to support new users.
We have standard APIs (with documentation) and can create bespoke APIs with full technical support, both remote and on site,
|End-of-contract data extraction||
Data retention and disposal is agreed with client before service commencement. Typically this includes an agreement for Clinic.co to provide any data held to the buyer and then destroy additional records. As standard, no video data is stored on the callers mobile phone, or on the clinic.co server. However, we have options to store video if clients want this (AES 256 encrypted, GDPR compliant). In such cases, all video data is held and accessible via the Dashboard at all times (where requested by client). Buyer is able to extract data directly from the Dashboard. Very limited data is stored regarding consultants and it is all AES 256 Encrypted and GDPR compliant.
Users are able to extract data through the dashboard or by sending a direct request to the Clinic.co Administration team.
|End-of-contract process||There are no additional costs at the end of the service. At the termination date, clinic.co revokes access to the system, shares a record of any data stored and destroys any existing the data. As the system operates in a stand alone capacity, further action is not required and other client systems will not be affected.|
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||
The Clinic.co platform automatically adjusts to optimise for the device it is being used on. The same information and features are available on mobile and desktop services.
Desktop, tablet and mobile devices can be used to initiate a video consultation / MDT. This can be by sending a link to a mobile phone (as a text message) or to a mobile phone, tablet or desktop as an email.
No App / download is required on either the clinician or the patient side.
|What users can and can't do using the API||
Streaming API - to send link for streaming - open up users camera and start streaming via text or email, receive heart rate data, invalidate link, delete stream and metadata using ID, fetch metadata of all recorded streams in date/time range, download stream using its name.
API to enable local storage of video (where client has selected option to record video) - allows client to pull data from Clinic.co platform and store locally.
|API documentation formats||Open API (also known as Swagger)|
|API sandbox or test environment||Yes|
|Description of customisation||
The system is customisable and can be tailored to suit the needs of the client. For example, the system can be branded / co branded if required.
Additionally within the dashboard, organisations can create administrators of different levels, switch on video storage and vital sign monitoring options and customise text messages.
Additional specific or bespoke requirements can also be addressed. Please contact us to discuss.
|Independence of resources||Clinic.co is built on the idea of modularity (micro-services) and scaleability. We run all out our services in HA mode and since we have a modular architecture, we can horizontally scale the module/micro-service which is under the heavy load. Video streaming architecture component is based on: 1) Highly available coordinator service which is horizontally scaleable 2) Scalable media handling service which is stateless and horizontally scaleable. A microservice based architecture is extremely easy to scale and the system auto-scales with clusters which means it's able to dynamically adjust the number of our servers based on the user demand and usage.|
|Service usage metrics||Yes|
Information below can be provided:
- No of clinician uses.
- Time/Date of each use.
- Duration of each use.
- The specific video can be provided where the client has elected for consultations to be stored and not just streamed.
Additional information such as AI measured pulse rate can also be stored.
|Reporting types||Reports on request|
|Supplier type||Not a reseller|
|Staff security clearance||Conforms to BS7858:2012|
|Government security clearance||Up to Developed Vetting (DV)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||
|User control over data storage and processing locations||Yes|
|Datacentre security standards||Complies with a recognised standard (for example CSA CCM version 3.0)|
|Penetration testing frequency||At least every 6 months|
|Penetration testing approach||In-house|
|Protecting data at rest||
|Other data at rest protection approach||Physical access control is in place for the datacenter complying with SSAE 16 and the ISAE 3402. We use AWS which is also a G-cloud compliant data centre. When the data is at REST, we use AES-256 bit encryption. Our data storage system always have a replication factor greater than 1 and we have automated back-up generation in place.|
|Data sanitisation process||Yes|
|Data sanitisation type||
|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||This depends on data stored. If users require data regarding consultations stored, it can be subsequently be downloaded from the dashboard. If video data is stored, this can be downloaded (client side, not patient side) directly from the dashboard. This can be automated into 3rd part systems (e.g. CAD), patient record systems or simply onto a local server.|
|Data export formats||
|Other data export formats||
|Data import formats||
|Other data import formats||
|Data protection between buyer and supplier networks||
|Other protection between networks||DTLS and SRTP for video transmission|
|Data protection within supplier network||
|Other protection within supplier network||DTLS and SRTP for video transmission|
Availability and resilience
|Guaranteed availability||System Uptime guaranteed at 99.5% (excluding planned outages). Refund of 3% of the monthly license fee if not met. 24 Hour Tech Support Service. 100% of response to requests provided within 1 hour from the time the call was logged. Refund of 1% of the monthly license fee if not met. Rectification of Severity 1 Faults - High impact. 100% of Faults are rectified to the satisfaction of the buyer within 24 hours, from the time of the call being logged. Refund of 3% of the monthly license fee if not met. Rectification of Severity 2 Faults - 100% of Faults are rectified to the satisfaction of buyer within 2 days, from the time of the call being logged. Refund of 3% of the monthly license fee if not met. Rectification of Severity 3 Faults - 100% of Faults are rectified to the satisfaction of the client within 7 days, from the time of the call being logged. Refund of 3% of the monthly license fee if not met. Upgrades to software modifications, updates or new releases - 28 days notice will be provided - Refund of 3% of the monthly license fee if not met.|
|Approach to resilience||All Clinic.co features are coded in house. There is no third party utilities (e.g. video is done through native WebRTC not through Skype or a commercial third party). This means we can guarantee uptime as we are not reliant on another party. This accounts for why we have not had even a second downtime in 4 years. The Clinic.co platform is built using micro-service architecture which is the bleeding edge industry standard. (Rather than being one monolithic which cannot be changed, load balanced, scaled, improved or continuously deployed.)|
|Outage reporting||Supplier will report any outages to Buyer via email alerts.|
Identity and authentication
|User authentication needed||Yes|
|User authentication||Username or password|
|Access restrictions in management interfaces and support channels||Access to data is tightly controlled by users roles, password restricted to closed group of authorised employees. Access and use is closely monitored and systems in place to ensure access is only provided to those with a bona fide interest. We also train employees on acceptable use and have protocols in place which all employees adhere regarding security protocols.|
|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 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
|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||Yes|
|Security governance standards||
|Other security governance standards||
We use AWS which is also a G-cloud compliant data centre.
We fully meet ISO/IEC 27001 compliance and are in the process of attaining accreditation. A Letter of Commitment from our Accreditors is available upon request.
We are GDPR compliant and ICO registered
|Information security policies and processes||
We have information security policies in place to ensure confidentiality (data and information assets is confined to people authorised to access and not be disclosed to others), integrity (keeping the data intact, complete and accurate, and IT systems operational) and availability (system is at disposal of authorised users when needed). Our security policies adhere to the Security Forum's Standard of Good Practice, the International Standards Organisation's Security Management series and the Information Systems Audit and Control Association's Control Objectives for Information Technology. Specifically, we adhere to additional sub-policies, including: Authority & Access Control Policy to ensure staff are permitted hierarchical access according to their role. All access is monitored and staff adhere to Acceptable Use and Data Handling Policy. We also have a Change Management Policy, Incident Response Policy, Remote Access Policy, Email/Communication Policy, Disaster Recovery Policy and Business Continuity Plan. We also have processes to ensure technology standards, procedures and guidelines for staff and workflow processes.
We are GDPR compliant and ICO registered
|Configuration and change management standard||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Configuration and change management approach||There are no third party utilities or components used (e.g. video is done through native WebRTC not through Skype or a commercial third party). All code is done in standard programming languages of objective C for iOS, Java for android, C# for windows phones and HTML. No contractors are used - all tech is developed in house. This means we can manage change effectively through our in-house processes and the security impact is mitigated. This accounts for no downtime in the last five years.|
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||All of the communications on our platform are done using TLS 1.3 or 1.2. We also have an integrated database with amazon/google and are able to deprecate crackable ciphers. We don't use Windows products at all due to their known vulnerabilities, all the services are Linux based and developer environments are Unix based. We also have measures in place for various hack prevention such as cross site scripting, DOS, DDOS and brute force attack. Unauthorised kernal modules are continuously scanned and checked against the Amazon’s AWS definitions.|
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||We employ repeatable and periodic process for scanning, identifying and remediating newly discovered security vulnerabilities on servers, workstations, network equipment, and applications. We use Linux and Unix based kernals and all actions are monitored based on the users logon and roles. Policy and procedures have been developed in line with relevant legal and regulatory requirements and also adhere to NHS industry standards. Our Tech team commit to responding to all critical incidents 24/7, with all issues resolved within 24 hours of being identified.|
|Incident management type||Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402|
|Incident management approach||A summary of the incident management approach is below: Incident logging - Incident logged through phone and email. Incident categorisation - based on the area of IT or business Incident prioritisation - priority of incident determined as a function of its impact and urgency using a priority matrix, determining the time within which the incident should be resolved. Incident routing and assignment SLA management and escalation Incident resolution Incident closure Post-incident review - all incidents are reviewed and evaluated by Technical Team. Reporting - All processes are logged and Buyers are able to request incident reports documenting steps|
|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||Yes|
|Connected networks||NHS Network (N3)|
|Price||£0 to £20 per person per month|
|Discount for educational organisations||Yes|
|Free trial available||Yes|
|Description of free trial||
We provide a free use basic video service to individual clinicians who have an NHS email address/CQC approved clinical practice. Recording consultations is chargeable.
We can also offer a free trial of advanced features to organisations on a case by case basis.
|Link to free trial||https://clinic.co|