Health & Social Care At Home Support
The Cathi system is a prompt and monitor system designed for managing care and support in the home.
A comprehensive support plan and calendar forms the structure for a Patient's network of medical professionals, domiciliary carers, family, friends and voluntary sector workers.
Patients update prompts and monitoring these enables alerts.
- All support aspects included
- Domiciliary care schedule & provision
- Appointment prompts
- Medication prompts
- Carers, friends, family & voluntary sector network access
- Alerts from monitored unresponded prompts
- Prompted tasks especially for memory challenged patients
- Appointments logged and prompted not missed
- Medication prompts - so not missed
- Co-ordinated interaction of a comprehensive support structure
- Care at home - quality of life and cost saving.
£150 per user per year
- Free trial available
5 9 6 6 5 0 0 7 2 4 7 0 2 7 1
|Software add-on or extension||Yes, but can also be used as a standalone service|
|What software services is the service an extension to||
IChord is part of iQA providing discrete modules that may be integrated with external systems - or each other to dramatically improve efficiency of our healthcare management clients. These systems include:
iChord: CHC & FNC Management
Needs Assessment App
Patient Choice DPS
Patient Access Home Support
|Cloud deployment model||Private cloud|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
Faults: Potential fault evidence will be reviewed within 2 hours. Fixes are provided according to severity levels and vary between 1 day and 30 days subject to client agreement
Help: These are usually handled immediately. A more complex query relating to client configuration will be referred to a consultant within 2 hours.
RFCs (Request For Change): Your Project Manager will provide an initial cost estimate within 1 working day. If agreed in principle this is followed by a more detailed specification and accurate quote for approval and scheduling.
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||Web chat|
|Web chat support availability||9 to 5 (UK time), 7 days a week|
|Web chat support accessibility standard||None or don’t know|
|How the web chat support is accessible||Real time chat between a User and a Helpdesk Consultant, within a Web Page, using Microsoft SignalR Library|
|Web chat accessibility testing||Not designed for assistive technology.|
|Onsite support||Onsite support|
1. System or module down
2. System partially inoperable
3. Function cosmetic or work-around provided
1: Immediate investigation, resolution within 4 hours
2: Review within 4 hours, investigation within 1 working day, resolution within 5 working days.
3. Review within 4 hours, investigation within 5 working days, resolution next client planned release [by agreement]
|Support available to third parties||Yes|
Onboarding and offboarding
Every aspect of implementation is delivered based on a Project Templates that usually cover an 8 to 12 week project lifecycle. These are customised for each client but typically tasks include:
Specify key contacts
Agree communications [including IG constraints]
Scope Tasks & Stakeholder Prompts
Prompts & alert definitions
Server Build & Security certificates
VPN Access confirmed
Install pilot release
Confirm pilot access by Users
System Enhancements if specified
Trial issues resolution
Client validation / UAT
User Lead familiarisation [WebEx or onsite]
Onsite support [go live day onwards as required]
Web tutorials for stakeholders
|End-of-contract data extraction||We provide data extracts to the specification of incoming system suppliers on an RFC basis.|
|End-of-contract process||Customised data extracts are available on an RFC [chargeable] basis.|
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 iChord system automatically resizes page formats [using Bootstrap] where the resolution is below the optimal.|
|Description of customisation||
Cathi is provided with a full set of templates.
However the system is also fully customisable - particularly in relation to prompts, stakeholders and IG related access controls.
|Independence of resources||We provide a single version of our systems for all clients. There is therefore no conflict arising from service demands - an enhancement provided or issue resolved for one client is equally applicable to all our clients.|
|Service usage metrics||Yes|
|Metrics types||This application is a personal prompt delivery mechanism. There are no known metrics.|
|Supplier type||Not a reseller|
|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||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||In-house|
|Protecting data at rest||Encryption of all physical media|
|Data sanitisation process||Yes|
|Data sanitisation type||
|Equipment disposal approach||A third-party destruction service|
Data importing and exporting
|Data export approach||There are no known data export requirements.|
|Data export formats||
|Data import formats||
|Other data import formats||Excel|
|Data protection between buyer and supplier networks||Private network or public sector network|
|Data protection within supplier network||IPsec or TLS VPN gateway|
Availability and resilience
Faults are fixed within the terms of our annual system licence.
Severity and fix timescales are established in SLA agreed individually with clients.
Hosting service suppliers [including in-house] will specify their own guaranteed availability.
|Approach to resilience||Hosting services selected for this project provide full resilience subject to SLA.|
|Outage reporting||System Administrators can broadcast system status messages to all Users.|
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||Access to PID is controlled by client authentication of support connections.|
|Access restriction testing frequency||At least once a year|
|Management access 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||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
|ISO/IEC 27001 certification||No|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||Data Security and Protection Toolkit (DSP)|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||Other|
|Other security governance standards||Data Security and Protection Toolkit (DSP)|
|Information security policies and processes||
Our staff are bound by our Information Governance Policy [incorporated in supply contracts].
This is regularly reviewed - at least annually but also triggered by events such as NHS requirements. New employees receive induction training and Staff have refresh training at least annually.
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||
System changes are controlled through ISO9001 approved quality controls that cover: Initiation, Realisation and Implementation.
Every RFC specification is risk assessed and graded accordingly - resulting in an appropriate test regime.
Testing is completed for each program against a specific test plan and system regression tests are completed for each new Release.
Release Notes are provided covering enhancements, fixes and test results.
Faults are recorded on Trackers that are used to highlight system functions that represent increased risk and these functions are critically reviewed by the Management Board to identify design or technical structure flaws to be resolved.
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||
Potential threats are regularly assessed by our SIRO, and security patches are applied immediately.
(All Laptops & Servers have Windows Automatic Updates configured with the "Install Updates Automatically" option.
Microsoft Security Bulletins and Sophos Alerts provide information on potential threats and vulnerabilities.
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||
Data is stored on designated secure servers and encrypted drives.
Access controls and regular security audits ensure risks are identified and mitigated immediately.
Issues are raised at the Management Board and action mandated.
|Incident management type||Supplier-defined controls|
|Incident management approach||
Incidents are logged and reported to the Management Board.
These are then tracked and the Management Board oversees investigation and resolution.
Processes are recorded on the Tracker system.
|Approach to secure software development best practice||Conforms to a recognised standard, but self-assessed|
Public sector networks
|Connection to public sector networks||Yes|
|Price||£150 per user per year|
|Discount for educational organisations||No|
|Free trial available||Yes|
|Description of free trial||A demonstration system is available to prospective clients subject to IPR protection and provision of consultancy and training services to ensure a viable trial is achieved..|