PA’s cloud hosted Hospital Productivity Service provides access to high quality performance and productivity information and benchmarking. Visualising data from clinician to organisation level, it creates actionable insights for improvement. Coaching from PA’s healthcare experts embeds evidence-based decision-making to enable faster and more effective productivity, performance, quality and financial improvement.
- Theatres, outpatient and inpatient productivity metrics
- Benchmarking, opportunity analysis and quantification
- Regular data refresh
- Accessible by all authenticated staff
- Online access via web browser, mobile and tablet enabled
- Internal variation and external benchmarking
- Filter and drill-down data from organisation to clinician level
- Coaching in use and interpretation of metrics
- On the ground support each month
- Relevant to all acute hospitals
- Puts information in the hands of clinicians and operational teams
- Enables cost improvement programme delivery
- Enables performance improvement programme delivery
- Increase speed and effectiveness of operational decision making
- Creates continuous improvement culture
- Increase income through additional theatres and outpatient activity
- Reduce waste in theatres, outpatients and inpatients
- Deliver financial efficiency in theatres, outpatients and inpatients
- Engage clinicians and operational teams in programme delivery
- Identifies highest impact interventions for improvement
£1100 per person per day
PA Consulting Services Limited (UK)
0207 730 9000
|Software add-on or extension||Yes, but can also be used as a standalone service|
|What software services is the service an extension to||PA also provides managed support services for digital solutions, both commercial off-the-shelf (COTS) software and custom, bespoke, cloud hosted software.|
|Cloud deployment model||Public cloud|
|Service constraints||The service is typically provided through our main cloud services partners, i.e. Google, Amazon and Microsoft. However, PA has relationships with other cloud service providers. We will work with the client define and agree the most appropriate services to meet the requirements and needs.|
|System requirements||None, as PA provides major SaaS solutions|
|Email or online ticketing support||Email or online ticketing|
|Support response times||Any requests received via email and online will be responded immediately to acknowledge they have been received and allocated to the appropriate support teams. PA will work with the buyer to define and agree appropriate service levels for the support services, including call priority and resolution.|
|User can manage status and priority of support tickets||No|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||Web chat|
|Web chat support availability||24 hours, 7 days a week|
|Web chat support accessibility standard||WCAG 2.0 A|
|Web chat accessibility testing||PA are using commercial off-the-shelf (COTS) web chat technologies that have already been tested for accessibility.|
|Onsite support||Yes, at extra cost|
|Support levels||To be agreed on a case-by-case basis|
|Support available to third parties||Yes|
Onboarding and offboarding
We aim to provide services that require ‘zero training’ by making sure services are as user-friendly and intuitive as possible. However where required we provide a custom programme or training and change to support the on boarding of users.
In addition, we support the organisation to establish and manage a network of change champions, i.e. local users who can support and help users in a specific area, locality or region.
|End-of-contract data extraction||Typically we will export data using open standards; we agree the exit requirements as part of the initiation phase of the contract.|
|End-of-contract process||We will agree the exit process as part of the initiation phase of the contract. The cost of this will be agreed as part of the contracting process.|
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 application uses responsible design principles to allow the application to adapt to smaller mobile devices and tablets.|
|Accessibility standards||WCAG 2.0 A|
To best understand the effectiveness and impact of digital solutions, PA uses tools such as Axure, Fluid UI, Sketch and Omnigraffle to create lo-hi fidelity prototypes. We work directly into development teams to expedite client review and rapid iterations of solutions.
Using clickable UX prototypes and demos with typical service users, we understand their interactions and improve usability and accessibility of custom, bespoke solution.
PA also has its own usability lab facility, equipped with assistive technology (such as eye tracking technology), to host live-stream and record focus groups and interviews.
|What users can and can't do using the API||
We provide APIs to support the Service Management of our services allowing communications with other SIAM towers.
We also provide APIs depending on the nature of the services managed. These are provided to allow the machine to machine exchange of information with other systems and services. The APIs are built using open standards and secured appropriately.
|API documentation formats||
|API sandbox or test environment||Yes|
|Description of customisation||
The scope of the service is customised based on
a) the service levels required for call handling, incidents and availability, and
b) the nature of the service being supported.
|Independence of resources||We design the service to be highly scalable and use public cloud providers to provide a resilient and highly scalable infrastructure.|
|Service usage metrics||Yes|
Our standard service metrics cover the SLAs for the service including availability, defect levels, call response times.
This is provided as regular reports, but can be provided as adhoc reports and online dashboards.
Service usage analytics is also available through tools such as Google Analytics.
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||Google Cloud, UK Cloud, AWS, Azure and Microsoft|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Baseline Personnel Security Standard (BPSS)|
|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 once a year|
|Penetration testing approach||Another external penetration testing organisation|
|Protecting data at rest||Physical access control, complying with another standard|
|Data sanitisation process||Yes|
|Data sanitisation type||Explicit overwriting of storage before reallocation|
|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||The export process depends on the data to be exported. This could either be open standards or an agreed format built on open standards.|
|Data export formats||Other|
|Data import formats||Other|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||TLS (version 1.2 or above)|
Availability and resilience
|Guaranteed availability||Our base level of resilience is 99.95% but we can provide higher resilience on request.|
|Approach to resilience||We use public cloud providers who provide highly resilient data centres, typically 99.95%. This level of availability can be increased on request using multiple availability centres.|
We report outages using email alerts, and if agreed, we also notify named personnel in the buyer's organisation via phone.
We notify planned outages via email alerts as well as online dashboard / web pages if they are available for the digital solutions.
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||We provide a custom support portal, where access to certain areas is restricted using username and password, and role-based user profiles.|
|Access restriction testing frequency||At least once a year|
|Management access authentication||2-factor 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||User-defined|
|Access to supplier activity audit information||You control when users can access audit information|
|How long supplier audit data is stored for||Between 1 month and 6 months|
|How long system logs are stored for||User-defined|
Standards and certifications
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||DNV GL - Business Assurance|
|ISO/IEC 27001 accreditation date||17/12/2015|
|What the ISO/IEC 27001 doesn’t cover||None - The entirety of PA Consulting Group's operations are certified to ISO27001. Additionally, any office that is not in scope is aligned to this standard|
|ISO 28000:2007 certification||Yes|
|Who accredited the ISO 28000:2007||DNV GL - Business Assurance|
|ISO 28000:2007 accreditation date||17/12/2015|
|What the ISO 28000:2007 doesn’t cover||None - PA's certification is against the 2013 standard and coves PA Operations globally.|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||Cyber Essentials Plus|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||Our processes are aligned to ISO27001 and Cyber Essentials Plus.|
|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||Our change management processes are aligned to ITIL industry best practice.|
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||
We run a monthly patching processes for commercial off the shelf products to address vulnerabilities.
In addition we conduct penetration tests based on a risks assessment for new releases and on an annual basis for existing custom digital solutions.
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||
Applications contain a degree of logging for events.
We run an Intrusion Detection System and malware detection system across the service.
|Incident management type||Supplier-defined controls|
|Incident management approach||Our incident management process are aligned to ITIL industry best practice.|
|Approach to secure software development best practice||Supplier-defined process|
Public sector networks
|Connection to public sector networks||No|
|Price||£1100 per person per day|
|Discount for educational organisations||No|
|Free trial available||No|
|Pricing document||View uploaded document|
|Service definition document||View uploaded document|
|Terms and conditions document||View uploaded document|