Solidsoft Reply Ltd

Ticuro - Remote Monitoring, Assessment and Consulting for Healthcare

Ticuro supports telemedicine, remote monitoring and analysis of behavioural habits, continuity of care and patient welfare. It provides clinical and environmental data in compliance with privacy law, allowing doctors to establish personalised care plans and interactive relationships with patients. Ticuro rationalises costs and promotes the creation of value added services.

Features

  • Definition of personalised care plans
  • Remote monitoring of vital signs manually or using integrated devices.
  • Monitoring and profiling of behavioural habits for assisted living.
  • Scheduling of activities, consultations, etc.
  • Remote consultation.
  • Document and information-sharing for transfer of care
  • Monitoring of adherence to treatment plans.
  • Comprehensive 'timeline' view of all monitoring and care events.
  • European certification as a medical device to support diagnosis.
  • Secure access and rigorous approach to protection of privacy.

Benefits

  • Remotely monitor patients at home, work or travelling.
  • Remotely manage physical rehabilitation programmes.
  • Provide ambient assisted living for frail and elderly people.
  • Manage chronic disease and continuity of care.
  • Provide rehabilitation and care during post-operative recovery
  • Monitor adherence to treatment plans.
  • Perform remote ECG examinations
  • Implement cognitive and orthopedic rehabilitation programmes
  • Use VR and wearable device in neurofunctional therapies
  • Minimise physical contact for shielded and vulnerable patients.

Pricing

£50 to £500 a licence a year

  • Education pricing available

Service documents

Framework

G-Cloud 12

Service ID

6 0 8 2 4 2 9 2 4 0 3 9 3 6 6

Contact

Solidsoft Reply Ltd

Mark Usher

+44 1256 375700

m.usher@reply.eu

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints
There are no service constraints.
System requirements
  • Browser-based - supports all major modern browsers and IE11.
  • Cloud-based solution. No additional software required
  • Supports 50+ integrated devices (e.g., spirometers, pulse oximeters, clinical thermometers)

User support

Email or online ticketing support
Email or online ticketing
Support response times
The response times are within 1 business hour. Service Desk (Core Hours) 9am – 5pm 5 days per week Monday to Friday (excluding English Public Holidays). Extended hours (e.g., 7am to 7pm) and Saturday cover can be provided. Response times outside of these hours is next business day.
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
Yes, at extra cost
Support levels
By default we provide support via email and web. Telephone support can be provided on request. Service Desk (Core Hours) 9am – 5pm 5 days per week, Monday to Friday (excluding English Public Holidays). Optional Out of Hours Support: 7am - 7pm 6 days per week, Monday to Saturday (excluding English Public Holidays). Optional Public Holiday Coverage: Should this option be chosen, Solidsoft Reply will provide 24-hour support for all English public holidays that fall within the term of the agreement. Optional 24 x 7 Managed Service: Should this option be chosen, Solidsoft Reply will provide 24-hour support for High/Medium/Low Priority Incidents as determined in the agreement. Optional Technical Design Authority consultant can be offered within the terms of the Managed Service agreement. Managed Service Pricing is determined by the individual customer requirement based on the options detailed above.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We provide a user manual and, on-demand online and/or onsite training.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Discuss with Nicola
End-of-contract process
Discuss with Nicola

Using the service

Web browser interface
Yes
Supported browsers
  • 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
Ticuro Reply's iOS app specifically integrates with the Apple HealthKit, supporting secure storage and sharing of health data by users and creating a new experience of continuity of care between doctor, patient and the patient's family network. Through alerts that are also visible on Apple Watch, Ticuro Reply can give a discreet reminder to perform activities scheduled in a treatment plan. Using teleconsultation, the patient can communicate remotely with their specialist using iPad or iPhone, thereby reducing geographical and time barriers and reducing waiting times and costs.​​
Service interface
Yes
Description of service interface
To be completed
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Talk to Nicola
API
Yes
What users can and can't do using the API
Ticuro includes an API module to provide an easy integration method with external applications. The APIs are RESTful using JSON. We only provide HTTPS endpoints to ensure integrity and protection of the transmitted data. The API operations are of three types:

1. Authentication: implemented using the OAuth 2.0 protocol.
2. Management of user’s information: mainly use to ensure data consistency between different patients' registry .
3. Manage IoMT device data: this API is used both to upload data transmitted by IoMT devices and to make this data available to external applications.
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Discuss with Nicola

Scaling

Independence of resources
We periodically perform stress tests to ensure that our solution can perform well, even under critical situations such as high data load.

Analytics

Service usage metrics
No

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
European Economic Area (EEA)
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
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
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
Data can be exported using Reporting functionality. Users can customise pre-defined reports or add new reports based on previous analysis.
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • XLS
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
SLAs are negotiable. We can offer contractual SLAs on availability and performance metrics. If we fail to meet an SLA, we can provide service credits.
Approach to resilience
We use public cloud data centres provided by Microsoft. It is the responsibility of Microsoft, and central to their commercial interests, to ensure that they provide a high level of availability and resilience. Although Microsoft does not share the technical details of their approach publicly, they do provide their customers, on request, with recent audit reports for a number of compliance, quality and security schemes used in the governance of their platform and infrastructure. Microsoft runs its Azure platform across a large number of data centres in various geographical regions. We host VeriLite using two European regions (West Europe and North Europe). Each region has several physical data centres which are exploited by the PaaS platform as a single 'virtual' infrastructure to maximise availability and maintain service levels. Microsoft also exploits cross-regional data replication and recovery techniques.
Outage reporting
We communicate with end-users primarily by email. In the event of an outage, our help desk support team communicates with designated customer staff to inform them of the issue.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Management access is managed through a dedicated support and operations group. Access is only granted to designated members of staff on the basis of need, and staff are authorised only to the level required to fulfil their function. For example, support staff have the ability to view relevant data in the system to aid investigation, and can use tools to make certain simple changes in order to rectify problems.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password

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

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
QMS International
ISO/IEC 27001 accreditation date
02/07/2020
What the ISO/IEC 27001 doesn’t cover
No exclusions.
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
Our Information Security Management System comprises an Information Security Policy, Manual and Objectives, is supported by an Access Control Policy, Anti-Piracy Policy, Acceptable Usage Policy, Backup Policy, Bring Your Own Device Policy, Cryptographic Controls Policy, Information Exchange Policy, Leaving Policy, USB Memory Sticks Usage Policy, Network Monitoring Policy, Portable Computer Policy, Password Policy, Remote Access and Mobile Computing Policy, Secure Development Policy and Virus Protection Policy.

The ISMS takes a risk-based approach. Information assets are defined and threats and vulnerabilities for these identified, together with the risk presented. This assessment is used to determine the treatment of the risk and the required controls are implemented (be they technical, physical, policy or training-based). The results are documented in an Asset Risk and Treatment Register, which is reviewed at least annually.

Our reporting structure includes Information Security representation on the Leadership Team and a separate Security Manager. A Security Committee meets every two months. The Security Manager is supported in managing the ISMS by the three-strong Quality Management Team, which includes a certified ISO 27001 internal auditor. This team oversees compliance and training in the ISMS. Management reviews, full system internal and independent external audits are carried out annually.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Our change and configuration management processes are based on ITIL. Our Change Manager holds a weekly Change Advisory Board meeting which includes the Security Manager. We follow a defined risk assessment approach for changes which includes consideration of security impacts. Changes are recorded via the Freshservice IT Service Management platform. Configuration management of virtual infrastructure and platforms is performed (and tracked) using the Microsoft Azure Portal. Configuration management of application code, test cases, test plans, builds, releases and deployment pipelines is performed via the Microsoft Azure DevOps tool. Documentation versioning follows our procedure for document control.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Assessment of threats at a high level is made via the Asset Risk and Treatment Register, a key component of the Information Security Management System. Penetration testing is conducted annually. Microsoft patching is typically applied monthly in a staggered model to staging environments prior to deployment onto production. In addition we monitor Microsoft sites and other security sources directly and via email subscription for details of security vulnerabilities. The vulnerabilities are reviewed to assess their impact and criticality against our Patch Management Policy and to identify if accelerated deployment is necessary to the production environment.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Our operations team monitors the services against a wide range of parameters. Anomalous activities, which may indicate security or other issues, are identified through visual dashboards and alerting. Alerts automatically generate support incident tickets. Raised incidents are managed through our Incident Management or High Priority Incident Management processes. We prioritise incidents on impact, urgency and response times, typically depending on the categorisation defined in customer Service Level Agreements. Data protection breaches are managed in accordance with agreed customer or internal breach management procedures and regulations such as GDPR.
Incident management type
Supplier-defined controls
Incident management approach
Users report incidents via our Service Desk and/or ticketing system (part of our Freshservice IT service Management system). Incidents are categorised according to severity and managed in accordance with our Incident Management or High Priority Incident Management processes. The Operations Team maintain a knowledge management system, which includes details of responses to common incidents. Incidents that reveal underlying issues trigger our Problem Management process, which includes identification and recording of workarounds for Known Errors. Significant incidents are reported via periodic Service Management Reviews (at least monthly). Major incident reports may be prepared in some cases (contract and severity dependent).

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks
No

Pricing

Price
£50 to £500 a licence a year
Discount for educational organisations
Yes
Free trial available
No

Service documents

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