Recap Health

Recap Health enables NHS clinical teams to share educational material (videos, leaflets, trusted webpages) with patients promptly.

Patients view their information on secure personal homepages. They become better informed and learn how to self-care more effectively.

NHS Trusts gain efficiency savings and data about what information is most useful.


  • Send patient information in pre-designed packs e.g. new diagnosis pack
  • Auto-send information when patients register
  • Send content to groups of patients or individual patients
  • Updated content is automatically sent to all previous recipients
  • Favourite folders offer quick access to regularly used information
  • Dashboards show usefulness scores and feedback from patients about content
  • Manage content in one place, using review & expiry dates
  • Export data for impact analysis: outcomes and re-admission rates
  • Secure personal homepages for patients to view their information


  • Offer a more professional service to patients
  • Patients become more knowledgeable, confident and better at self-care
  • Realise financial savings as appointment and re-admissions rates improve
  • Improve the quality of patient information via ratings and feedback
  • See which patients view the information you send to them
  • Increase impact of outpatient appointments, video consultations and discharge planning
  • Help patients maintain health whilst on waiting lists


£50000 to £100000 per licence per year

Service documents


G-Cloud 11

Service ID

6 8 7 3 7 6 5 0 0 9 9 9 4 7 8



Steve Pashley

0800 0698214

Service scope

Software add-on or extension
Cloud deployment model
Public cloud
Service constraints
No constraints.
System requirements
Modern web browsers

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response times vary from 30 mins to 1 working day, depending on severity of issue being reported.

Unless incident is reported as critical (P1) we reply during normal support hours (9am - 6pm - Monday to Friday, excl Bank Holidays).
User can manage status and priority of support tickets
Online ticketing support accessibility
WCAG 2.1 A
Phone support
Web chat support
Onsite support
Support levels
We provide technical support to customers. 9 - 6pm Monday - Friday via a ticketed email service.

Support levels vary depending on the severity of reported issues:

P1 - Critical or major defect affecting all users - 30 mins initial response / 4 hour resolution target

P2 - Major defect affecting significant number of users - 4 hours initial response / 2 days resolution target

P3 - Functionality not available to small number of users - 1 day initial response / 5 days resolution target

P4 - General query or standard request - 1 day initial response / 10 day resolution target

The cost of this technical support can be bundled into a renewable licence charge a customer pays or it can be subject to a separate hosting, support and maintenance agreement.

An escalation process is standard in all contracts.
Support available to third parties

Onboarding and offboarding

Getting started
Customers are encouraged to buy onsite training and implementation support in year one.
Service documentation
Documentation formats
End-of-contract data extraction
CSV extract.
End-of-contract process
This depends on the agreement in place with the customer. Typically all personal data is either destroyed or provided back to the Customer if they are the Data Controller.

There is no additional cost for this service.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
No difference in functionality.
Service interface
Customisation available
Description of customisation
- Customised taxonomy for displaying patient education material to clinicians
- Customised services and teams to aid data reporting and operational use
- Url / landing page
- Local branding
- Locally sourced and curated patient education material information can be augmented with content supplied from a range of healthcare charities on request


Independence of resources
The server process is hosted by Heroku on Amazon Web Services. New instances are created elastically as demand increases.


Service usage metrics
Metrics types
In application KPI dashboards are available to all registered clinicians, service managers and nominated system Administrators.

Dashboards offer searchable date ranges for:
- patient registration invites and acceptance rates
- patient information distribution rates by clinician, team, service and organisation
- patient information read rates by patient
- content distribution numbers and read rates
- clinician registration invites and acceptance rates

In addition, authorised staff of a customer can request bespoke reports if not available via the in application KPI dashboards.
Reporting types
  • Real-time dashboards
  • 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
European Economic Area (EEA)
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 every 6 months
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Other data at rest protection approach
Access to RDS backing the app is restricted to system admin users.
Data sanitisation process
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
Data schema available for manual export.

Authorised staff of a customer can be given exports on request showing:
- Details of clinicians and patients invited and registered on Recap Health
- Content prescribed (by clinician)
- Content opened ( by patient)
- Patient and clinician feedback about each item of content
- Results of any self care activation surveys completed by patients as registered users
Data export formats
Data import formats
Other data import formats
  • Customers upload content in pdf and MS Office formats
  • Customers provide links to content in the CMS
  • Customers upload images in png, jpeg formats

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

Guaranteed availability
Recap health is hosted on Heroku, a high availability platform that keeps web applications running continuously.
Approach to resilience
Recap Health is hosted on Heroku, a high-availability web application hosting platform based on Amazon Web Services (AWS). Applications are monitored continuously and are re-started or scaled as appropriate automatically. The service has been running continuously on this platform for over 4 years.
Outage reporting
Outages are reported to us in real-time on a public dashboard and via API and email alerts. We routinely report outages to customers, as determined by the terms of a support agreement.

Identity and authentication

User authentication needed
User authentication
Username or password
Access restrictions in management interfaces and support channels
Roles with limited access rights.
Access restriction testing frequency
At least every 6 months
Management access authentication
2-factor 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
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
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
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 approach
We use industry best practices.
Information security policies and processes
The Director of Technology owns the master credentials to IT resources. Access is given on a least necessary authority basis i.e. only enough access to complete the task at hand. All logins are protected by 2FA. There are no anonymous accounts.

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
All components are kept in a GitHub private repo. We use a gitflow for branch management. All changes are made on a feature branch. Branches are reviewed before merging to master. Deployments are done automatically from GitHub to Heroku. Promotion from test environment to staging and production is automated so there are is no room for human error. Releases can be rolled back to the last known good release automatically.
Vulnerability management type
Vulnerability management approach
We automatically monitor CVE reports and implement recommended security patches on a regular basis. Our hosting provider upgrades infrastructure automatically. We can deploy new versions of the application with zero down-time. New versions of the app can pass through our gitflow in a matter of minutes.

We also run and remediate an annual Penetration test (PEN test) against using a CREST certified service or a service recommended by NHS Digital and built by CREST accredited penetration testers.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Suspicious login attempts are reported and logged to a logging service. Investigation and remedy of security breaches are top priority but we have not had to respond to a breach as yet. We have successfully defended against a denial of service attack in 2017.
Incident management type
Incident management approach
Events are reported to a publicised email address. The technical staff monitor that channel and respond. We have an issue ticket system that tracks incidents. Users can escalate issues via that system.

Secure development

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

Public sector networks

Connection to public sector networks


£50000 to £100000 per licence per year
Discount for educational organisations
Free trial available

Service documents

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