SystemC Healthcare Limited

CareCentric

CareCentric Health Integration Exchange Platform provides: real-time, secure, unified shared care records via a Clinical Portal and Patient Hel Record; system integration/interoperability; IHE standards support; data capture forms for assessments, integrated care plans, End of Life; workflow; mobile solutions; Analytics and BI; innovative solutions for managing Long Term Conditions.

Features

  • Real-time shared record solutions, used by 50,000+ care professionals
  • Engaging and intuitive to use, with local configuration options
  • Browser and mobile access, including support for offline working
  • Seamless and secure navigation from local systems
  • Pre-configured data feeds available from leading care systems
  • Secure access, robust consent models and comprehensive audit trails
  • Simple creation of rule-based forms, including assessments and plans
  • Innovative use of wearable technologies/Apps/monitoring devices
  • Patient Portal enabling citizen engagement in their care
  • Proven business intelligence and reporting

Benefits

  • Safer, more targeted, coordinated and timely care across settings
  • Reductions in A&E attendances, unscheduled admissions and Length of Stay
  • Cost savings for unwarranted activities, e.g., appointments, admissions and tests
  • Improved communication and access to information for care professionals
  • Reduced clinical risk e.g. through more efficient medicines reconciliation
  • ‘Do once and share’: A reduction in duplication of effort
  • A reduction in the need for, and use of, paper
  • Improved management of complex and life-limiting conditions
  • Enablement of patient participation and engagement in their care
  • Better outcomes and improved quality of life

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints The service is based upon a very 'open' software stack and deployment model. Specifically though;
- Browser access must be based on the approved list below
- Mobile device access must be based on supported mobile operating systems (IOS, Android as primary platforms)
- Mobile device management is not included - just the clinical applications
- The local deployment model *may* be constrained by local IG and security policies regarding presentation of secure information via N3 or public networks
- Browser limitations currently :  IE11 (11.0.9600.18059 Internet Explorer 11) (Release 82 onwards)
System requirements
  • CareCentric is a browser based solution. Compatibility is as follows:
  • Web: IE11 (11.0.9600.18059 Internet Explorer 11); Google Chrome ; Firefox
  • Access to the web server via http/https
  • Mobile: Apple iPad 3 and above, iOS 9.0
  • Android: 4.4 (KitKat) and above
  • Client Hardware: Multi-core CPU; Windows 7 or above; 2GB RAM
  • Servers: Number depends on size and scope of installation

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Support is available on commencement of live service and we offer a variety of support packages. Each support package includes full details of call priority rankings and the corresponding response times agreed with the customer.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 AA or EN 301 549
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels Options to suit customer's need. Typically 9 - 5.30pm. 24/7 or other daily times possible subject to agreed SLA and commercials. Costings depend on the number of product and user licences required. Support engineers are supplied as part of the Service Desk provision as specified under the Service Level T&Cs for each customer.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Graphnet training methodologies are based upon our 20 years of experience in supporting care providers in their implementation of our range of products. We have found that training users to adopt new working practices enabled by Graphnet products is a crucial aspect of the success of any transformational change within an organisation. The objectives for training will be to impart skills and knowledge highlighting how products can improve working practices to shape the way services are provided in the future.

Our preferred approach is to provide Train the Trainer training, so partners’ staff can then go on to deliver specialist training for end users. We will supply experienced, specialist resources, available throughout the life of the project, to support training activities. These resources can also support the partners in the development of training strategies and local training plans to ensure users are provided with appropriate training in new working practices.

All training courses usually take place on the customer’s site, however, other options/locations can be accommodated. Whilst traditional classroom training is preferred, Graphnet are flexible in their approach and can support 1-1 delivery, distance learning and other aspects of blended learning.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Graphnet would expect to have included in the Contract with the customer a schedule setting out the parties’ obligation on “Exit”. This would include details of our obligations to transfer Authority Data in an agreed format.
End-of-contract process Graphnet would expect to have included in the Contract a schedule setting out the parties’ obligation on “Exit”, the schedule would typically include its obligations:
• to transfer Authority Data in an agreed format;
• the return, removal of any Authority provided software;
• the provision of other reasonable termination assistance at the Authority’s request at the Supplier’s standard rates (e.g. to assist with data migration to the replacement contractor’s system).
In addition, if necessary, a “read only licence” for historic data is possible.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Firefox
  • Chrome
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
Designed for use on mobile devices Yes
Differences between the mobile and desktop service CareCentric supports users across working locations and devices/platforms including desktop, tablet and smartphone. For example, ambulance crews, community nurses and service users, can access the record securely from smartphones and tablets using 3G, 4G or local networks. In all cases, the system uses native operating systems so all the accessibility features of the device platform can be utilised, for example, voice dictation. The user experience is specifically tailored to device type, so the information presented is suitable for the screen size of the device in use and the smartphone and tablet versions, for example, make extensive use of touch screens.
Accessibility standards WCAG 2.1 AA or EN 301 549
Accessibility testing The solution has been designed taking into account the W3C Web Content Accessibility Guidelines and also to meet NHS CUI guidelines and general user experience (UX) standards such as material design and iOS human interface guidelines for mobile products.
We undergo testing during the design process to support colour blindness, high contrast settings and use of iconography as well as colour in key areas of application. We are prepared to work with customers that have specific needs on a case by case basis. Our Agile design and development approach is collaborative so we continue to develop accessible, meaningful and intuitive systems. In particular:
• Information tiles can be configured to present data in a variety of formats, font sizes etc.
• Tiles have a simple and clear layout, with a consistent and easy to read text spacing, and colour contrast
• CareCentric uses a standard CUI interface and users can interact with both keyboard and mouse, navigation is consistent throughout
• Headings and labels describing content and simple and unambiguous
• Our Personal Health Record has simplified views with information presented in a way consistent with non-clinical users
• Patient portal icons are intuitive, and graphics are used where possible.
API Yes
What users can and can't do using the API Third parties can embed CareCentric in their software in user and/or patient context sync. Conversely, CareCentric can launch third party software in user and/or patient context.
Third parties can surface data in CareCentric using the Highway data adapter layer.
Third parties can interact with CareCentric using a RESTful OpenAPI. The current API supports retrieval of patient lists, user authentication, patient consent, recording audit log entries, patient alerts, and patient record retrieval.
Potential integrators with our API can access the API documentation free of charge and also access the API free of charge. Our API access falls within the identified usage model due to the nature of the data being accessed, there would need to be identified access by this consuming system i.e. identified usage of the API
API documentation Yes
API documentation formats Open API (also known as Swagger)
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Users can customise the way data is displayed in tile views, grouped into, for example, Medications, Problems, Diagnoses and Procedures, Test Results, Current Problems, Summaries of any specialist care, e.g., Cancer, Mental Health and Social Care.

Scaling

Scaling
Independence of resources Availability is a key consideration in our comprehensive approach which covers the hardware platform, software design and associated processes which cover Support and Maintenance, Business Continuity and Disaster Recovery.

For a cloud hosted solution we will provide a solution that has been sized appropriately for current and agreed future expansion requirements, with redundancy built in.

Analytics

Analytics
Service usage metrics Yes
Metrics types We can tailor the metrics to suit customer, examples include:

Patient Access Count – Number of patients accessed every day
Login Analysis – Number of concurrent login’s – peak time
Patient Count Analysis – How many patients are in the system each month
Top Users – List of main users
Usage Stats – Concurrent User, Number of users active
Usage stats by organisation – number of users per organisation
Number of Patient Records Accessed – Number of records viewed
User Login count – How many users logged in per day
User login analysis – Weekly when users have logged in
Reporting types
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Staff screening not performed
Government security clearance None

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 Yes
Datacentre security standards Managed by a third party
Penetration testing frequency At least once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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 importing and exporting
Data export approach Contributing systems flow agreed data to and from CareCentric via CareCentric Highway, the integration engine. Updates are performed in real-time and/or near real time via messaging (using recognised messaging standards), or via defined data extracts (CSV files for example).
Data from the system can be exported as defined data sets in CSV format etc, as required, subject to specific agreement as to the content of those datasets.
CareCentric Highway follows the HL7 v3 CDA architecture. Messaging standards supported include: HL7 V2, V3, FHIR, NHS DIGITAL MIMs, ITK, Edifact and others.
Data export formats CSV
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • PNG
  • JPEG

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Service Level Agreements, including compensation arrangements, are flexible to meet our customer's individual requirements, budgets and priorities. Full details would be agreed as part of contract negotiations. It is normal for us to contract to a service the puts a meaningful element of the monthly service charge at risk if, for example, the agreed availability (such as 99.50%) is delivered
Approach to resilience Our hosted Azure service is a robust secure and highly available hosting service. Microsoft Azure meets a broad set of international and industry-specific compliance standards, such as ISO 27001, HIPAA, FedRAMP, SOC 1 and SOC 2, as well as country-specific standards, such as UK G-Cloud. British Standards Institute verify Azure’s adherence to the strict security controls these standards mandate. Full details regarding our service, including resilience, availability, security, business continuity and disaster recovery, will be made available on request.
Outage reporting All outages are recorded as part of the incident management process and should a problem be detected, the service desk will inform the customer as required.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
Access restrictions in management interfaces and support channels All CareCentric applications include an in-built system security model which allows management and control of access at user and group level using a full Role Based Access Control (RBAC) model. Permissions can be set by role, organisation, user group, patient group and in special sets. A sealed envelope module is built in, together with full audit trail functionality.
Access restriction testing frequency At least every 6 months
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password

Audit information for users

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 have access to real-time audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Bsi / 27001:2013 - IS 614375
ISO/IEC 27001 accreditation date 15/07/15
What the ISO/IEC 27001 doesn’t cover Our 27001 covers the full business operation without exclusions.
Graphnet holds Certification number IS 614375 and operates Information Management Systems which comply with the requirements of ISO/IEC 27001:13 for:
All automated information systems under the direct control of Graphnet Health Ltd.
All employees and agents of Graphnet Health Ltd
All employees and agents of Graphnet Health Ltd
All employees and agents of other organisations who directly or indirectly make use of or support the use of information systems under the direct control of Graphnet Health Ltd
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications
  • Data Security Protection Toolkit
  • ISO9001:2008, (FS614373);
  • Data Protection Act 1998 (DPA) – registered number Z1045461
  • Level 3 compliance with NHS IGSoC
  • ISO 27001
  • Cyber Essentials

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards DSP Toolkit (NHS Digital ODS code 8GX89).  ISO9001 );  Data Protection Act 2018 (DPA) – registered number Z1045461. Cyber Essentials .
NHS Common User Interface patient banner compliance
Other SCCIs/ISNs applicable to shared care record solutions, including ISB 0129 and DSCN14-2009.
Information security policies and processes We comply with NHS standards and best practice guidelines, including NHS Information Governance standards (NHS Confidentiality Code of Practice and Caldicott Principles). Standards / accreditations include compliance with;
• ISO27001:2013 ISO9001:2015
• Data Security and Protection Toolkit
Cyber Essentials
We incorporate the Crown Commercial Service’s Generic Standard GDPR clauses in all our contracts where we process personal data; we process in compliance with Article 32. Where services use the “cloud” this processing adheres to the fourteen National Cyber Security Centre cloud service security principles as applicable to UK OFFICIAL and the cloud host complies with ISO27018.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Graphnet follow a standard ITIL deployment methodology and use AGILE Design and Development practices for the iterative delivery of software releases which may include major or minor features / functions and any patches. We use JIRA case management system to log, track and manage change requests.

All Releases and changes are version controlled through our Change Management process. All patches are tested internally prior to deployment and are monitored for success. Customers are provided with Release Notes and are advised to carry out formal acceptance testing where any bugs may be identified prior to deploying to the LIVE environment.
Vulnerability management type Undisclosed
Vulnerability management approach The overall architecture of our solution is based on a modern, enterprise, n-tier architecture, designed to be secure and robust. It uses Windows Server 2012 and IIS hosting which employs a federated security model.
Security and integrity of Graphnet applications is tested at every major Release through formal penetration testing, carried out by an accredited independent Information Security practitioner to exacting criteria set by CREST and CHECK.
Our AGILE development approach enables rapid bug resolution and deployment of software updates.
Protective monitoring type Supplier-defined controls
Protective monitoring approach The overall architecture of our solution is based on a modern, enterprise, n-tier architecture, designed to be secure and robust. It uses Windows Server 2012 and IIS hosting which employs a federated security model.
Security and integrity of Graphnet applications is tested at every major Release through formal penetration testing, carried out by an accredited independent Information Security practitioner to exacting criteria set by CREST and CHECK.
Our AGILE development approach enables rapid bug resolution and deployment of software updates.
Incident management type Supplier-defined controls
Incident management approach Incidents are formally managed through Graphnet's Support Desk, using an ITIL aligned call logging application to record, track and manage issues through all stages of the incident lifecycle.  The Service Desk is also briefed on the service responses agreed through the customer contracts and use the incident logging application to monitor incidents’ service level response times.

Problems are identified through incident reviews and managed through diagnosis, resolution and planned changes.  These reviews of issues attempt to identify trends/ recurrent issues; when identified, these undergo a root cause analysis and recommendations are made for changes to the product based on this.

Secure development

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

Public sector networks
Connection to public sector networks Yes
Connected networks
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Pricing

Pricing
Price £0 per unit per month
Discount for educational organisations No
Free trial available No

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 pdf document: Modern Slavery statement
Service documents
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