Florence brings Telehealth to any patient with a mobile phone. Flo helps patients adhere to advice and prescribing, she is a system flexible enough to send personalised reminders and health tips to each individual patient. These text messages encourage them to take a more active role in their own healthcare.
- Telehealth application
- Two way text messaging - collect patient readings, send reminders
- Access via any device with internet connection
- UK based messaging routes
- Delivers real time advice based on patient readings
- An exemplar of innovation in healthcare stated by Health Foundation
- Developed in collaboration with the NHS
- Personalised protocols - adopt or adapt for your own setting
- Clinician view of real time patient data on easy-to-read charts
- Free to the patient
- Award Winning Low Cost Telehealth Mobile Application
- 24/7 access to online account
- Real time reporting available in different formats
- Better and faster clinical outcomes than with normal care
- Remote monitoring
- Helps patients manage their own long term conditions and healthcare
- Alerts clinicians to worrying trends in patient readings
- Reduce DNA rates
- Reduce A&E, hospital admissions, paramedic calls and urgent visits
- Proven results with Hypertension, Diabetes, COPD, Asthma, Smoking Cessation, Obesity
£11360 to £21360 per licence per year
SRCL Limited T/A ERS Connect
0333 240 4900
|Software add-on or extension||No|
|Cloud deployment model||Private cloud|
|Service constraints||All users must have access to the internet to gain access to their account.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
9am to 5pm Monday to Friday
Standard response time - Within 1 hour
Incident escalation process available
|User can manage status and priority of support tickets||No|
|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), Monday to Friday|
|Web chat support accessibility standard||None or don’t know|
|How the web chat support is accessible||We have an open chat facility for existing or potential new users to ask questions about our services.|
|Web chat accessibility testing||None|
|Support levels||We offer a single level support to all customers via Email, Web Chat or Phone call into either the Customer Services or dedicated Account Manager. All requests are logged on our online ticketing system. Each request is dealt with by customer services and assigned to the relevant team. Each request has its own unique ticket reference number and a customers service or technical team member is allocated to your unique ticket for the duration of the query until resolved. You will also find self service support in the form of FAQ's, user password resets, guides and online purchase facility.|
|Support available to third parties||Yes|
Onboarding and offboarding
To get started with Florence, contact the support team at Mediaburst. We’ll send you a quote for the annual license and support fee, the bundle of text messages you’ve chosen, and the Simple Telehealth Community Subscription if applicable.
You will need to provide us with details of at least two people whom we can provide administrative access. When we create your new Florence account, they will all receive an email invite with a link to activate their individual logins.
Admin’s can add clinicians, groups and protocols onto the system.
We advise you liaise with SSHC (www.simple.uk.net) for training on setting up protocols, adding patients and applying these protocols correctly.
|End-of-contract data extraction||This would be upon request. The data available would only be that which falls in the time frame of the data retention policy.|
3 months prior to renewal an email is sent confirming renewal date and a quote for next year's licence.
1 month prior to renewal an email is sent confirming renewal date and that an invoice has been sent.
If the invoice is not paid the licence is expired. All clinicians will have to remove all patients from any active protocols before the account is disabled.
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||The single site is responsive to work on both platforms.|
|Accessibility standards||None or don’t know|
|Description of accessibility||We have not performed accessibility testing.|
|Accessibility testing||We have not performed accessibility testing.|
|Independence of resources||We don't make any guarantee.|
|Service usage metrics||Yes|
Administrators have access to statistics via their accounts which provide monthly and weekly reports. These cover a range of information such as clinician activity, patient summaries and messaging data.
Clinicians can view their patient's messages and readings.
|Supplier type||Not a reseller|
|Staff security clearance||Staff screening not performed|
|Government security clearance||Up to Baseline Personnel Security Standard (BPSS)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||United Kingdom|
|User control over data storage and processing locations||No|
|Datacentre security standards||Managed by a third party|
|Penetration testing frequency||Never|
|Protecting data at rest||Physical access control, complying with another standard|
|Data sanitisation process||No|
|Equipment disposal approach||In-house destruction process|
Data importing and exporting
|Data export approach||There is no service data export facility available.|
|Data export formats||
|Other data export formats||
|Data import formats||Other|
|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||SLA available upon request|
|Approach to resilience||Available on request.|
|Outage reporting||In the case of a planned outage we would email all customers as well as a blog on the website.|
Identity and authentication
|User authentication needed||Yes|
|User authentication||Username or password|
|Access restrictions in management interfaces and support channels||We restrict access by username and password.|
|Access restriction testing frequency||At least every 6 months|
|Management access 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||No|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Who accredited the PCI DSS certification||Self Certified|
|PCI DSS accreditation date||18/03/2016|
|What the PCI DSS doesn’t cover||Our self-certification covers all mediaburst activities within SRCL.|
|Other security accreditations||No|
|Named board-level person responsible for service security||Yes|
|Security governance accreditation||No|
|Security governance approach||We are currently working towards ISO27001. We do have PCI/DSS self certification.|
|Information security policies and processes||We have an information security policy and we are working towards ISO27001|
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||Configuration and change management processes are being put in place as we are working towards ISO27001|
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||
Regular vulnerability scans.
Regular security patches applied.
Industry standard security feeds used for threat assessment.
Working towards ISO27001.
|Protective monitoring type||Undisclosed|
|Protective monitoring approach||
Do not publicly disclose protective monitoring.
Working towards ISO27001.
|Incident management type||Supplier-defined controls|
|Incident management approach||Processes defined by group level incident management process.|
|Approach to secure software development best practice||Conforms to a recognised standard, but self-assessed|
Public sector networks
|Connection to public sector networks||No|
|Price||£11360 to £21360 per licence per year|
|Discount for educational organisations||No|
|Free trial available||No|
|Pricing document||View uploaded document|
|Service definition document||View uploaded document|
|Terms and conditions document||View uploaded document|