Living With Ltd

Living With Condition Management Platform

Living With is a digital condition management platform that connects patients and clinicians. The app helps patients track and better self-manage their conditions, connect with their clinicians between appointments, manage their own goals and review condition-related resources. The portal enables clinicians to monitor real-time disease activity.

Features

  • Dedicated invitation only patient app
  • Serving multiple conditions through one app
  • Diary symptom management
  • Flare reporter
  • Patient Reported Outcome Measures
  • Clinically validated patient information
  • Goal setting and tracking
  • Pathway management

Benefits

  • Securely deliver access to a patient app
  • Capture diagnostic information from the patient app
  • Obtain insights on disease activity to support management
  • Keep accurate records of patient disease over years
  • Send motivational messages to support patients remotely
  • Improve patient support during condition flare up

Pricing

£1000 per licence per year

  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

5 6 8 6 3 1 1 0 2 2 2 6 5 4 3

Contact

Living With Ltd

David Anahory

02031410777

david.anahory@livingwith.health

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
None
System requirements
  • Web browser with internet access for clinicians
  • Patients must use a smartphone

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response times are 1 hour within working hours 9am to 5pm Monday to Friday. No support provided at weekends unless a premium support service is purchased.
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
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
Onsite support
Support levels
Support levels are defined by the category of issue assigned to the ticket. A Priority 1 ticket means a total loss of service, these tickets are responded to within an hour and 95% of issues are resolved within 8 working hours. Priority 2 ticket means a partial loss of service, these tickets are responded to within an hour and 95% of issues are resolved within 16 working hours.Priority 3 ticket means a minor issue with the service affecting less than 10% of patients, these tickets are responded to within an hour and 95% of issues are resolved within 32 working hours.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Onsite and remote training is provided as well as training materials such as guides and instructional videos also provided.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Users can request a data extract when the contract ends. Data is retained by Living With for 7 years, in line with requirements for storing patient data.
End-of-contract process
At the end of the contract, service is decommissioned and users will no longer have access to their logins or data.

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
None
Service interface
No
API
No
Customisation available
Yes
Description of customisation
Users can add new conditions to the platform or add new features to support the management of new features/exercises/diaries/outcome measures/content.
These bespoke services are negotiated and agreed with the client to ensure scope is delivered to time and budget.

Scaling

Independence of resources
The platform is structured with sufficient redundancy to support all patient needs on an ongoing basis. Users cannot place a higher demand on services than other users.

Analytics

Service usage metrics
Yes
Metrics types
Reports are provided showing the number of patients and the level of activity and compliance by patients.
Reporting types
Real-time dashboards

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Security Clearance (SC)

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
Managed by a third party
Penetration testing frequency
At least every 6 months
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
Physical access control, complying with CSA CCM v3.0
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
Users can export data into a csv file.
Data export formats
CSV
Data import formats
CSV

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

Guaranteed availability
Guaranteed availability of the core service is 99.99% of uptime. Service credits are given if this standard is not met.
Approach to resilience
The platform has two independent software stacks built and architected on an N+1 structure.
Outage reporting
Via email alerts to users.

Identity and authentication

User authentication needed
Yes
User authentication
2-factor authentication
Access restrictions in management interfaces and support channels
Access is restricted to invited users. Invitations expire within 30 days. Background re-authentication every 8 hours.
Access restriction testing frequency
At least every 6 months
Management access authentication
2-factor authentication

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
At least 12 months
Access to supplier activity audit information
Users have access to real-time 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
PCI certification
No
Other security certifications
No

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
We comply with the NHS Data Security & Protection toolkit

Operational security

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
Configuration is completed at the point of on-boarding. Changes can be made once live subject to a review of the potential impact of service changes to users.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Ongoing vulnerability detection processes will detect any potential threat. Our aim is to deploy any patches within 4-8 working hours.
Protective monitoring type
Undisclosed
Protective monitoring approach
Potential compromises are uncovered through bi-weekly testing, Any issues highlighted are addressed within 8 working hours for 95% of issues highlighted.
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
Incidents are logged on an ad hoc basis to the service team. Incident reports are formally reviewed monthly with actions taken.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

Connection to public sector networks
No

Pricing

Price
£1000 per licence per year
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Free time limited trial for 4-6 months. Complete access to the platform , no restrictions or limitations on use during trial period.

Service documents

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