Recap Health

Recap Health sends patient education material (videos, leaflets) to patients. Patients access their information on personal homepages or EHR patient portals.

Patients with long term conditions become better informed and can self care more effectively. NHS organisations acquire data about 'read rates' and what information is most useful to patients.


  • APIs for interoperability with open EHR and social prescribing systems
  • Searchable and filterable library of locally approved patient education material
  • Content in packs e.g. new diagnosis or individual items
  • Content can be favourited by clinicians for ease of use
  • Auto review and expiry dates for content reauthorisation workflow
  • Secure personal homepages for patients
  • Patient and clinician ratings and feedback on content
  • Patient ratings for overall usefulness of service to them
  • Read time dashboards show information sent, read rates and impact
  • Assured content available from healthcare charities to augment local content


  • Patients become more knowledgeable and can self care more effectively
  • Focus scarce resources on patients who need help the most
  • Efficient way to manage patient education material in one place
  • Patient education becomes a measurable clinical tool
  • Offers patients a more professional and supportive service
  • Patients get easy access 24/7 to their healthcare information
  • Patient feedback on the quality and usefulness of information sent.
  • Fosters clinical collaboration across ICSs, STPs, clinicial networks etc
  • Supports the drive towards a paperless NHS
  • Savings from the digital storage and distribution of patient information


£50000 to £100000 per licence per year

Service documents

G-Cloud 11



Steve Pashley

0800 0698214

Service scope

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

User support

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 Yes
Online ticketing support accessibility WCAG 2.1 A
Phone support No
Web chat support No
Onsite support No
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 No

Onboarding and offboarding

Onboarding and offboarding
Getting started Customers are encouraged to buy onsite training and implementation support in year one.
Service documentation Yes
Documentation formats PDF
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

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service No difference in functionality.
Customisation available Yes
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 Yes
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
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 European Economic Area (EEA)
User control over data storage and processing locations No
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
Other data at rest protection approach Access to RDS backing the app is restricted to system admin users.
Data sanitisation process No
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 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 CSV
Data import formats Other
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-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 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

Identity and authentication
User authentication needed Yes
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

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

Standards and certifications
ISO/IEC 27001 certification No
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 No
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

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 Undisclosed
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 Undisclosed
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

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 £50000 to £100000 per licence per year
Discount for educational organisations No
Free trial available No

Service documents

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