SRCL Limited T/A ERS Connect


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

Service documents

G-Cloud 9


SRCL Limited T/A ERS Connect

Tracey Hannan-Jones

0333 240 4900

Service scope

Service scope
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.
System requirements
  • Internet connection
  • Opt in data
  • Mobile Phone

User support

User support
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 Yes
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
Onsite support No
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

Onboarding and offboarding
Getting started 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 ( for training on setting up protocols, adding patients and applying these protocols correctly.
Service documentation No
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.
End-of-contract process 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

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10+
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
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.
Customisation available No


Independence of resources We don't make any guarantee.


Service usage metrics Yes
Metrics types 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.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Staff screening not performed
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

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 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 importing and exporting
Data export approach There is no service data export facility available.
Data export formats
  • CSV
  • Other
Other data export formats
  • XML
  • Json
Data import formats Other

Data-in-transit protection

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

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

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

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

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
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

Security governance

Security governance
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

Operational security

Operational security
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.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

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


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