Liaison Financial Services Ltd

Liaison Continuing Healthcare Solutions

Cloud based software solutions to drive cost savings and efficiencies in CHC to deliver QIPP savings as well as more effective controls over CHC
costs. Liaison use innovative and leading data analysis and interrogation techniques (Augmented Intelligence with Machine Learning) in order to analyse transactions and patterns within your data.


  • Cloud based CHC software solutions
  • Drive cost savings and efficiencies to deliver QIPP savings
  • CHC Responsible Commissioner Review
  • CHC Hospital Admissions Review
  • CHC One to One Care Review
  • CHC Deceased Patients Review
  • CHC Local Authority Invoice Reconciliation
  • CHC Booking Rate Index allowing CCGs to compare care costs
  • CHC Software Assessment Tool mobile-friendly solution
  • CHC Personal Health Budget software enabled managed service


  • Manage compliance to assure that care plans are in place
  • Deeper analysis of clients’ data
  • Deliver tangible savings as well as more effective controls
  • Allow CCGs to compare care costs by type
  • Enables CCGs to look and compare spend internally
  • Regional/STP transparency on rates
  • Data archive and reporting suite
  • Visibility of additional care costs including expenses/equipment costs
  • Reduces operational costs and accelerates decision making
  • Provides technology catalyst for service transformation/re-engineering


£1000 per instance

Service documents

G-Cloud 10


Liaison Financial Services Ltd

Philippa Debono

07551 154404

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints No
System requirements
  • Internet Explorer 8 or above
  • Microsoft
  • Firefox
  • Chrome

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Questions are received via email, online, telephone between the hours of 9am to 5.30pm Monday to Friday. We aim to respond to these based on SLAs agreed with the Contracting Authority. We prioritise between high, medium and low and have aligned different response rates against each of these categories. In addition, Contracting Authorities receive a dedicated CHC Specialist to assist with questions.
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 Onsite support
Support levels Free Implementation – training and support.
We do not charge for implementation, training or onsite support for the duration of the contract.
A CHC Specialist is provided throughout the contract duration.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Free Implementation – training and support.
We do not charge for implementation, training or onsite support for the duration of the contract.
We provide onsite training and continuous support for all users of our Booking Rate Index system including user documentation.
Service documentation Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction Users can extract all transactional data at any time. Upon contract expiration, Liaison will provide the Contracting Authority with data tables of the permanent data held within the system in an electronic format within a secure environment as agreed by the Contracting Authority.
End-of-contract process We have designed an end of contract process plan to decommission, and return requested data and disconnection of the service, all agreed with the Contracting Authority in accordance with all statutory regulations.
Upon agreement with the Contracting Authority, any proprietary data is removed from our system.
Liaison do not charge for the termination process.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • 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 Dependant on the output from the CHC software solution, some software categories can be accessed via mobile devices.
Accessibility standards None or don’t know
Description of accessibility Delivered through a cloud based reporting solution making it scalable and accessible.
Accessibility testing None.
Customisation available No


Independence of resources We monitor performance and activity in real time using dashboards and other performance related indicators we have a contingency and response plan to protect ourselves against surges and peaks of activity. We have regular client reviews and debriefs around performance and we have a 'tiered operating system' to deal with forecast peaks of activity.


Service usage metrics No


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

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 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 In-house
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process No
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 The Contracting Authority can request a data export on a case by case basis as required via email.
Data export formats
  • CSV
  • ODF
Data import formats
  • CSV
  • ODF

Data-in-transit protection

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

Availability and resilience
Guaranteed availability 99.5% availability excluding scheduled maintenance
Approach to resilience Available upon request
Outage reporting We constantly monitor system performance and availability. We notify users of any planned outages by email alerts.

Identity and authentication

Identity and authentication
User authentication needed No
Access restrictions in management interfaces and support channels Data access is restricted by user name and password.
Access restriction testing frequency At least once a year
Management access authentication
  • Username or password
  • Other

Audit information for users

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 At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 ISO accredited accessors
ISO/IEC 27001 accreditation date 07/09/2017
What the ISO/IEC 27001 doesn’t cover Our accreditation covers all elements relating to our service
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications 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
Information security policies and processes ISO 27001 processes and procedures

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach The development and configuration is only altered in accordance with the needs of users or based on statutory changes that impact on the system.

All changes that affect users, are communicated to users in advance of implementation and all user manuals and training guides are updated accordingly and available online.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Network and hardware monitoring are in place to specifically monitor and prevent potential threats or vulnerability.

Patches are deployed as required and within 28 days maximum.

If we detect a vulnerability within our systems, we will isolate and take those systems offline within 15 minutes, whilst any remedial work is completed.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Alerts are predefined to identify potential compromises.
When notified of a potential compromise a service ticket is automatically created as a Priority 1 and actioned accordingly.
Incident management type Supplier-defined controls
Incident management approach We have pre-defined processes for common events. All incidents are reported through the Helpdesk via email.
All recorded resolutions are reported back to the user who raised the incident via email.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No


Price £1000 per instance
Discount for educational organisations No
Free trial available No


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