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
- 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
|Software add-on or extension||No|
|Cloud deployment model||Private cloud|
|System requirements||Modern Web Browser: Chrome, Safari, Firefox, Edge, IE11|
|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||Yes|
|Online ticketing support accessibility||None or don’t know|
|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|
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||Yes|
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.|
|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|
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||Yes|
|Application to install||No|
|Designed for use on mobile devices||No|
|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 formats||
|API sandbox or test environment||Yes|
|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||Yes|
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
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||None|
|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||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||
|Data sanitisation process||Yes|
|Data sanitisation type||
|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||
|Data import formats||
|Other data import formats||Excel|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
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.
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|
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||Yes|
|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||
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||User-defined|
|Access to supplier activity audit information||Users contact the support team to get 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||Yes|
|Who accredited the ISO/IEC 27001||SGS|
|ISO/IEC 27001 accreditation date||13/01/2019|
|What the ISO/IEC 27001 doesn’t cover||All controls are covered|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||No|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||
|Other security governance standards||NHS DSP ToolKit|
|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
|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)
|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||Yes|
|Price||£200 per user per month|
|Discount for educational organisations||No|
|Free trial available||No|