Lumeon Ltd

Lumeon Care Pathway Manager

The Lumeon Care Pathway Management platform lets you manage your patient journeys with a degree of ease and flexibility never experienced before, using intelligent features to perfectly balance efficiency, cost and resources.


  • Patient Pathway Management
  • Preoperative Readiness
  • Care Team Coordination
  • Patient Engagement
  • Discharge Readiness
  • Enhanced Recovery
  • Appointment Experience, Reminders and Follow Ups
  • Chronic Disease
  • Assessment, Triage, Coaching, Monitoring and Recalls
  • Wellness


  • Ensure patients follow a predictable, consistent, measurable, best practice pathway
  • Realtime visibility of patients status, dashboards, communication
  • Integration: API's, FHIR, HL7, CSV
  • Secure: HSCN/N3, ISO, IGSoC, ISMS, HIPAA, HiTech, PHI/PII. Role Based
  • Workflow: Triggers, logic, timers, scores, SLA's
  • Digital Content: text, HTML, images, videos, voice, SMS, email, forms/PROMS
  • Scheduling: complex appointments, optimisation, clustering, reminders, and follow ups
  • Core Functions: Referrals, triage, scheduling, reporting, revenue, analytics, communication
  • Real time Healthcare Orchestration, reduce variance, lower costs, unite teams
  • Unify clinical and administrative workflows, automate tasks and deliver care


£200 per user per month

Service documents


G-Cloud 11

Service ID

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


Lumeon Ltd

Stephen Hawkins


Service scope

Software add-on or extension
Cloud deployment model
Private cloud
Service constraints
System requirements
Modern Web Browser: Chrome, Safari, Firefox, Edge, IE11

User support

Email or online ticketing support
Email or online ticketing
Support response times
Dependent on support package required and taken out
User can manage status and priority of support tickets
Online ticketing support accessibility
None or don’t know
Phone support
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
VOIP chat, and voice established by Lumeon support in answer to email, web or voice raised ticket.

Screen sharing and remote support available
Web chat accessibility testing
Not aware of any
Onsite support
Yes, at extra cost
Support levels
Lumeon offer 3 levels of support to customers, brief and simplified descriptions below

Essentials is free to all customers and available during normal working hours

Professional is extended into Weekends and 8-8 weekdays

Premium is 24x7x365 and includes a support account manager
Support available to third parties

Onboarding and offboarding

Getting started
We will provide training workshops (onsite or offsite) for new users as part of the implementation project. They have access to training manuals and videos and custom training can be arranged.
Service documentation
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
An off boarding data export and delivery process is part of our standard contract terms. All customers data will be returned in secure electronic format
End-of-contract process
2 data extracts upon termination. First is normally a partial extract to enable the customer to test and verify that the format is suitable and contains the data they require.

The second extract is the full data set in the agreed format.

Extra extracts or very custom formats are chargeable

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Designed for use on mobile devices
Service interface
What users can and can't do using the API
We have a wide range of API's which allow customers to build their own Apps or interfaces into our software to add/edit/manage patients, appointments, services, etc
API documentation
API documentation formats
  • Open API (also known as Swagger)
  • ODF
  • PDF
  • Other
API sandbox or test environment
Customisation available
Description of customisation
Lumeon CPM is highly configurable by customers or by Lumeon for the customer. Branding, logo's, colours, email, SMS, clinical report templates etc are all user configurable via HTML and CSS files


Independence of resources
Customers are placed on their own independent servers and will not be affected by other customers.

Within a customers system, there is real-time monitoring of resources and overheads to ensure sufficient bandwidth and processing power.

There are contractual SLA's for response time and availability in place


Service usage metrics
Metrics types
Usage, system availability and response times.

Lumeon solution also includes standard reports the customer may trigger

There is also a full BI, graphical reporting tool available as a plug in
Reporting types
  • Regular reports
  • Reports on request


Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
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 Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
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
They can use the standard reports to export data to a file or document, or they can request Lumeoin to extract data via a support ticket
Data export formats
  • CSV
  • ODF
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Severity Response Target resolution. Description

1 Critical 0.5 Service Hour 4 Service Hours. Solution functionality is completely unavailable or inaccessible. The situation requires immediate attention. Example scenarios:
All services are unavailable – total loss of service.
Services unavailable to a multitude of solutions

2 High. 1 Service Hour. 8 Service Hours System functionality is severely limited, resulting in the prevention of key operations. With no available workaround, the situation requires urgent attention.
Example scenarios:
Single service unavailable.
Unable to book appointments of any kind Unable to access patient records.
Significant degradation of service/performance.

3 Medium. 24 Service Hours. 5 Business Days. The system is impaired; a single function is impacted with no workaround but key business processes are not interrupted. Example scenarios:
Low degradation of system performance, 10 or more users are impacted.
Unable to write custom reports.
Unable to design new workflows.

4 Low. 24 Service Hours. 10 Business Days. The problem causes minimal operational or business impact, a general technical question or enhancement request. Example scenarios:
small issue with no impact to service, Documentation error
Technical solution query, Enhancement request

Refunds are via service credits
Approach to resilience
Clustered datacentre with multiple app and database servers behind a redundant load balancer. also off-site backup of data as a final safeguard
Outage reporting
Servers are monitored centrally by Lumeon DevOps. If an outage should occur then an email will be sent to nominated contacts as soon as possible. This is done by a custom automated solution. Updates will be sent at 30 minute intervals until resolution.

If required a root cause analysis will be undertaken and provided to the customer

Identity and authentication

User authentication needed
User authentication
  • 2-factor authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
We have an extensive role-based control mechanism that allows us to divide users into roles and assign access permissions at the role level. This includes restricting access to patient data, locations, admin functions, practitioner functions, prescribing etc. Functionality disabled for a user/role is not visible or available to them
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • 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
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
How long system logs are stored for

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
All controls are covered
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
Information security policies and processes
ISO 27001, ISO 9001, HIPAA

Company has strict formal security policies in place

All staff undergo data security training and reassessment yearly

Staff who may have access to customer data undergo further training, HIPAA certification and CBT assessment

We have a data Security Officer, to enforce policy and as first-line manager of any potential incident (customer sends us unsecured patient data etc)

He reports to the COO, a Board member who is also our data security officer who would report any breaches to data commissioner etc

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
The change management is aligned to ISO 27001:2013 standard. The application and related components are tracked through their lifetime using internal ticketing system.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Lumeon has internal security team that reviews the potential threats to its services and offerings.
The technical team receives information from vendors, CERT, CVE Databases, and other organizations.
The patch deployment depends on risk assessment of the component and its exposure to Internet.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
The services offers and underlying components are protected by IDS and IPS, Web application firewalls, IP white-listing.
If there is any suspicious activity, technical team members get an alert.
Incident management procedure is in place to act and resolve incident in case of an incident.
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
Lumeon has Incident Management policy and procedures aligned to HIPAA, GDPR and ISO guidelines. This includes Security incident response, Data breach incident response plans.
User are provided an email id which automatically creates a ticket and aligns to appropriate person.
A root cause analysis report is generated and shared with affected clients( if any)

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
Connected networks
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)


£200 per user per month
Discount for educational organisations
Free trial available

Service documents

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