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


Lumeon Ltd

Stephen Hawkins


Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints None
System requirements Modern Web Browser: Chrome, Safari, Firefox, Edge, IE11

User support

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 Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
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 Yes

Onboarding and offboarding

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 Yes
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

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
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 Yes
API documentation formats
  • Open API (also known as Swagger)
  • ODF
  • PDF
  • Other
API sandbox or test environment Yes
Customisation available 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
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
Staff security clearance Other security clearance
Government security clearance None

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 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 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 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 Excel

Data-in-transit protection

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

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

Identity and authentication
User authentication needed Yes
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

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

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
PCI certification No
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards
  • ISO/IEC 27001
  • Other
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

Operational security

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

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

Public sector networks
Connection to public sector networks Yes
Connected networks
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)


Price £200 per user per month
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Service definition document pdf document: Terms and conditions
Service documents
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