QAPlus ltd

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.

Features

  • All support aspects included
  • Domiciliary care schedule & provision
  • Appointment prompts
  • Medication prompts
  • Carers, friends, family & voluntary sector network access
  • Alerts from monitored unresponded prompts

Benefits

  • 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.

Pricing

£150 per user per year

  • Free trial available

Service documents

G-Cloud 11

596650072470271

QAPlus ltd

Sion Davis

+447779794154

Sion@qaplus.co.uk

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 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
Referral Portal
Needs Assessment App
Panel Portal
Patient Choice DPS
Patient Access Home Support
Cloud deployment model Private cloud
Service constraints None
System requirements
  • Web Server: Windows 2008 Server Standard Edition or above
  • Web Server: IIS Version 7.0 or above
  • Web Server Ports: 443 (SSL), 1443 (SQL Server)
  • Web Server: .Net Framework - Version 4, 4.5 or 4.6.1
  • SQL Server: Windows 2008 Server Standard Edition or above
  • SQL Server: 2008 Standard Edition or above
  • SQL Server Authentication: Mixed (SQL & Windows Authentication)
  • SQL Server: Port - 1433
  • In home: wifi, tablet & browser

User support

User support
Email or online ticketing support Email or online ticketing
Support response times SLA extract:

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 Yes
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
Support levels Severity:
1. System or module down
2. System partially inoperable
3. Function cosmetic or work-around provided

Delivery Target
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

Onboarding and offboarding
Getting started 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:

INITIATION:
Specify key contacts
Agree communications [including IG constraints]
Scope Tasks & Stakeholder Prompts
Platform Specifications
PID Agreement

CONFIGURATION:
Stakeholder Roles
Prompts & alert definitions

PLATFORM:
Server Build & Security certificates
VPN Access confirmed
Install pilot release
Confirm pilot access by Users

RFCs:
System Enhancements if specified

MIGRATION:
Patient definitions
User Review
Trial issues resolution
Go-Live planning
Client validation / UAT
Live Operation

TRAINING
User Lead familiarisation [WebEx or onsite]
Onsite support [go live day onwards as required]
Web tutorials for stakeholders
Service documentation Yes
Documentation formats
  • HTML
  • PDF
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

Using the service
Web browser interface Yes
Supported browsers
  • 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 The iChord system automatically resizes page formats [using Bootstrap] where the resolution is below the optimal.
API No
Customisation available Yes
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.

Scaling

Scaling
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.

Analytics

Analytics
Service usage metrics Yes
Metrics types This application is a personal prompt delivery mechanism. There are no known metrics.

Resellers

Resellers
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 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
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach There are no known data export requirements.
Data export formats
  • CSV
  • Other
Data import formats
  • CSV
  • Other
Other data import formats Excel

Data-in-transit protection

Data-in-transit protection
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

Availability and resilience
Guaranteed availability 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

Identity and authentication
User authentication needed Yes
User authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
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
  • Dedicated link (for example VPN)
  • 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 No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications Data Security and Protection Toolkit (DSP)

Security governance

Security governance
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.

Operational security

Operational security
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.

Secure development

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

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 £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..

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
Service documents
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