Nuance Communications Ltd


eScription is a full life-cycle clinical documentation solution that delivers cost-effective, high quality results and creates value by improving efficiencies and complementing the Hospital's EHR strategy. It is allowing clinicians to accurately document entire patient encounters via a mobile device and improves clinician productivity while enhancing the patient narrative.


  • Mobile-application that allows clinicians to dictate, review, edit and eSign
  • Standard dictation via PC or digital recorder
  • Generates structured data that can be delivered to the EHR
  • Manage the transcription/document workflow via a web-based portal
  • Dedicated client care
  • Editor assisted speech recognition improves efficiency and document quality


  • Reduce documentation costs
  • Support varying hospital workflows to increase efficiency
  • Increase clinician satisfaction and productivity
  • Generate structured data to drive EHR adoption
  • Scalable and reduces investment in hardware and associated maintenance costs
  • Improves document quality -- processed via ASR, which reduces errors
  • Reduces administrative costs – administrators can view dictation status
  • Protects the patient narrative and improves physician productivity
  • Reduces document turnaround time
  • Web-based platform minimizes hospital IT resources required


£17.5 per person per month

Service documents

G-Cloud 10


Nuance Communications Ltd

Claire Minett


Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to EHR Systems, text processing software
Cloud deployment model Community cloud
Service constraints Nuance do not supply hardware other than dictation peripherals (microphones)
Planned Maintenance - Nuance perform software updates within scheduled maintenance windows Emergency Maintenance - Unplanned downtimes minimal to none as system is monitored continuously
System requirements
  • OS: Win 7, Win10
  • CPU: 1 GHz or faster (32 or 64-bit Architecture)
  • RAM: 4GB
  • Available HDD space: 2GB
  • .Net Framework 4.7 or higher
  • Internet Connection: High Speed Cable or DSL
  • Browser: IE10, IE11, FireFox, Crome

User support

User support
Email or online ticketing support Email or online ticketing
Support response times An authorised contact submits an online service request on our Nuance Healthcare Customer Support Platform. On the Nuance Healthcare Customer Support Platform customers have access to knowledge base solutions, plus ability to submit a service request online. The average response time is one (1) hour for web-based Service Requests during normal business hours, 8:00 AM to 5:00 PM GMT, Monday to Friday.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Onsite support
Support levels Level 1: Emergency situation where fault affecting whole operation of system rendering it inoperable
Level 2: Urgent situations where important System features not working correctly
Level 3: Faults in System capability which don't affect delivery and presentation of user data
Level 4: Cosmetic problems which don't affect operation of system, classed as minor defects/ transient faults
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Nuance assist the customer in achieving a smooth rollout of escription and maximising their ROI in the software by ensuring the product is implemented and project managed in the most efficient way and users are fully equipped and trained to make best use of its tools and features.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction One time export
End-of-contract process Coordination with customer for one-time export of historic data (if needed) with associated deactivation of access for all users at contract end.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Firefox
  • Chrome
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Windows
Designed for use on mobile devices Yes
Differences between the mobile and desktop service None
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing N/A
Customisation available No


Independence of resources 15-20% overhead, environment virtualization, real-time monitoring


Service usage metrics Yes
Metrics types Metrics are provided through reports
Reporting types
  • Real-time dashboards
  • Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
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 No
Datacentre security standards Managed by a third party
Penetration testing frequency Less than once a year
Penetration testing approach ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Encryption of all physical media
  • Other
Other data at rest protection approach SQL server TDE (Transparent Data Encryption)
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Export via SSL connection
Data export formats
  • CSV
  • Other
Other data export formats
  • Xml
  • Text
  • Doc
Data import formats
  • CSV
  • Other
Other data import formats
  • Xml
  • Text
  • Doc

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 Other
Other protection within supplier network Internal Firewalls

Availability and resilience

Availability and resilience
Guaranteed availability NA
Approach to resilience Nuance has two data centers set up in an Active/Passive configuration. Further details are not made public by Nuance.
Outage reporting Email alerts. Alerts and notifications are sent by support when there is known customer impacting issues or any planned maintenance that would make the system unavailable.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Role based authentication with Username and Password
Access restriction testing frequency At least every 6 months
Management access authentication 2-factor authentication

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 At least 12 months
Access to supplier activity audit information Users contact the support team to get 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

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

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach Nuance has a comprehensive, established security program with a designated security officer and a team that supports the program that includes governance, risk and compliance. Nuance’s security program helps to maintain a focus on IT security. The team helps to identify and stay in compliance with the regulations that affect how Nuance manages data and ensures that Nuance meets both the legal and contractual obligations. Nuance’s life cycle process ensures that security is continuously adapting to the organization and the ever-changing IT environment.
Information security policies and processes We follow established Nuance polices and procedures.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Nuance Healthcare maintains a change management process which defines standardized methods and procedures for handling of Changes within the production environment.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Vulneabilities are prioritised by impact and risk.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Sumologic is used for log monitoring.
Incident management type Supplier-defined controls
Incident management approach In the event of an incident the Nuance Critical Incident Response Team (CIRT) is convened and the situation assessed. The CIRT team determines the most expedient path to recovery based on the outage.

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 Yes
Connected networks New NHS Network (N3)


Price £17.5 per person per month
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Service definition document pdf document: Terms and conditions
Service documents
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