Community Module
Community Module extends access to relevant patient and clinical data to healthcare professionals in a community setting. Community Module connects to Hicom's patient and clinical solutions including CareHub Elite, Diamond and Twinkle, providing real-time access to relevant patient data to the healthcare team.
Features
- Supporting the care of patients in a community setting
- Data synchronisation with Diamond, Twinkle and CareHub Elite
- Platform independent
- Remote access to up-to-date data off-line or in real-time
- Provide access to data at the point of patient care
Benefits
- Hospital visits are reduced
- Facilitates community care for better, more efficient patient encounters
- Utilising technology for joined-up community care
- Reduces workload and support paperless environment
- Removes the need for manual notes and transcriptions
Pricing
£1,000 a device a year
Service documents
Framework
G-Cloud 12
Service ID
6 9 8 9 4 5 5 9 1 7 7 1 4 9 8
Contact
Hicom Technology Ltd
John Sanderson
Telephone: 01483 794945
Email: john.sanderson@hicom.co.uk
Service scope
- Software add-on or extension
- Yes
- What software services is the service an extension to
- Diamond, Twinkle, CareHub Eite
- Cloud deployment model
- Public cloud
- Service constraints
- Access to our help desk is limited to the service hours defined within this document, although the core service hours can be extended on request (at an additional charge). Hicom will notify the client of any planned service disruption or downtime, although we reserve the right to temporarily restrict access to the service outside of normal Service Hours without notice to undertake system upgrades or maintenance.
- System requirements
- Internet enabled tablet device, iPad/Android
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- Response times are defined by the severity of the incident in accordance with our service level agreement, however as a guide we guarantee to respond to critical incidents within two working hours from the time of the call, urgent incidents within four working hours, and non-urgent issues and service requests within one working day.
- 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
- 9 to 5 (UK time), Monday to Friday
- Web chat support
- No
- Onsite support
- Yes, at extra cost
- Support levels
-
We provide:
- First-line support: Help desk and first responders. Information gathering, call logging, initial assessment, call proiritisation and escalation. Assistance with service requests and general operational support enquiries and responsible for customer communications and updates.
- Second-line support: In-depth analysis of the technical incident including troubleshooting and problem solving. Liaision with the customer technical or project team if required.
- Third-line support: Expert support by the development team for complex issues.
- Service monitoring: Automated and scheduled (daily) monitoring of the hosting service, system access, performance and stability. - Support available to third parties
- No
Onboarding and offboarding
- Getting started
- Training is delivered in accordance with the needs of each organisation. We will develop individual, tailored training courses specific to the needs of the individuals being trained. Training can be delivered using a variety of different methods including cascade (train-the-trainer) training, classroom-style demonstrations, focus groups, workshops, online webinars and video tutorials.
- Service documentation
- Yes
- Documentation formats
-
- HTML
- End-of-contract data extraction
- Data is extracted by Hicom on request in a format dependent on future needs.
- End-of-contract process
-
The following activities can take place at the end of the contract:
- Analysis and design: We would be keen to either provide the replacement system, or provide consultancy around the nature of the requirement. This would include comprehensive legacy analysis of the existing system to inform the requirements of the next (additional cost).
- Configuration and change management: Any change requests or defect reports will be passed to the developers of the subsequent system (additional cost).
- Data will be provided as IFF (included).
- Operations and support: The final release will still be supported until it is finally removed as long as this stage is still within contract(included).
- Transition consultancy: General consultancy is offered to enable the move to the replacement system. This may include consultancy around data migration and, specifically, around the data schema (additional cost)
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Internet Explorer 10
- Internet Explorer 11
- Microsoft Edge
- Firefox
- Chrome
- Safari 9+
- Opera
- Application to install
- Yes
- Compatible operating systems
-
- Android
- IOS
- Designed for use on mobile devices
- Yes
- Differences between the mobile and desktop service
- No major difference. Some small difference in how screens are rendered.
- Service interface
- Yes
- Description of service interface
- Interface integrating with Community Module are mixed of REST, SOAP, OAuth2 using both transport and message level security.
- Accessibility standards
- None or don’t know
- Description of accessibility
- We incorporate Web Content Accessibility Guidelines (WCAG) 2.0 standards wherever possible into the design of all of our software, ensuring that content is accessible to a wider range of people with disabilities as well as making our web content more usable to users in general.
- Accessibility testing
- Our experience of interface testing with users of assistive technology is limited. However, we are aware that WCAG 2.0 success criteria are written as testable statements and are seeking to integrate this into our testing procedures, currently internally.
- API
- No
- Customisation available
- Yes
- Description of customisation
- Users have limited ability to customise the service. This includes menu items, data entry templates, document templates and, to a limited extent, the look and feel of the interface. This ability is limited to those users who have appropriate role based access controls.
Scaling
- Independence of resources
- All environments utilise separate physical hardware and all networks are segregated using VLAN's, all network perimeters (internal and external) are secured with network firewalls, all servers utilise software firewalls, all environments utilise separate authentication, all hardware has a redundant layer and tolerates multiple levels of failure.
Analytics
- Service usage metrics
- Yes
- Metrics types
-
The following service usage metrics can be provided on request:
Core user actions: Are users consistently using predefined core user actions? - Activity time: The number of times a user visits a service and the elapsed time they spend - Visit frequency: How often does a user return to a service - Reporting types
- Reports on request
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Conforms to BS7858:2012
- Government security clearance
- Up to Developed Vetting (DV)
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
- Supplier-defined controls
- Penetration testing frequency
- At least once a year
- Penetration testing approach
- ‘IT Health Check’ performed by a CHECK service provider
- Protecting data at rest
-
- Encryption of all physical media
- Other
- Other data at rest protection approach
- All customer data is encrypted at rest using Micrsoft SQL Server encryption, all storage/physical media is encrypted using FIPS level encryption.
- 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 export approach
- Data can be exported either by using pre-formatted, customisable audit reports or by creating their own reports via MS SQL server report builder using pre-defined templates.
- Data export formats
-
- CSV
- ODF
- Data import formats
-
- CSV
- ODF
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
- Other
- Other protection between networks
- Access is via the public internet or the Health & Social Care Network dependent upon the application. All access is encrypted using SSL/TLS/IPSEC VPN, certificates utilise the latest standards.
- Data protection within supplier network
-
- IPsec or TLS VPN gateway
- Other
- Other protection within supplier network
- All environments utilise separate physical hardware and all networks are segregated using VLAN's, all network perimeters (internal and external) are secured with network firewalls, all servers utilise software firewalls, all environments utilise separate authentication, there are multiple layers of physical security - secured electronic perimeter gates, biometric locks on external and internal doors, 24 hour monitored CCTV, 24 hour security patrols, the Hicom data centre within the main building is secured with biometric locks and IP cameras.
Availability and resilience
- Guaranteed availability
- Hicom will endeavour to make the service available without disruption during Service Hours; however allowances should be made within this period for essential service downtime to enable critical software upgrades and system maintenance to be carried out. Hicom provides all clients with an SLA (service level availabilty) that guarentees the availability of the service. The SLA generally guarentees availability of 99.5% during business hours however this is agreed with the client to meet their particular requirements.
- Approach to resilience
- All physical hardware within the Hicom data centre is redundant, this includes all servers, switches, firewalls, power, cooling, cabling, connectivity etc. There is a replication based disaster recovery solution in place, in the event of "disaster" occuring the systems can be restored to a fully operational state within 2 hours.
- Outage reporting
- All outages are reported via email alerts.
Identity and authentication
- User authentication needed
- Yes
- User authentication
-
- Limited access network (for example PSN)
- Username or password
- Access restrictions in management interfaces and support channels
-
All access to the system, including management interfaces, is provided by Role Based Access Control dependent on successful entering of a username and password. As the system is hosted within the HSCN network this adds a higher level of security. Where possible access control lists are used to restrict access by IP address.
Access to online support is similarly managed by Role Based Access Control, whilst those accessing telephone support may be asked to prove their identity if required. Where possible access control lists are used to restrict access by IP address. - Access restriction testing frequency
- At least every 6 months
- Management access authentication
-
- Username or password
- Other
- Description of management access authentication
- All management and support access requires separate credentials which are restricted to key personnel, access is secured with network firewalls at each network perimeter and software firewalls on all servers, rights are provided on a "minimum level of rights to complete the task" basis and access is reviewed and revoked when no longer required.
Audit information for users
- Access to user activity audit information
- Users have access to real-time 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
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- BSI
- ISO/IEC 27001 accreditation date
- 16/06/2015
- What the ISO/IEC 27001 doesn’t cover
- We believe this covers all of our activities.
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Other security certifications
- Yes
- Any other security certifications
- Cyber Essentials
Security governance
- Named board-level person responsible for service security
- Yes
- Security governance certified
- Yes
- Security governance standards
- ISO/IEC 27001
- Information security policies and processes
- We are ISO 27001 accredited and, as such, our information security policies and processes are guided by this. This, therefore dictates the following: • Information security policies • Organization of information security • Human resource security • Asset management • Access control • Cryptography • Physical and environmental security • Operations security • Communications security • System acquisition, development and maintenance • Supplier relationships • Information security incident management • Information security aspects of business continuity management • Compliance; with internal policies, and with external requirements, such as laws Hicom is also registered with the Information Commissioner Office and adhere to the Data Protection Act 2018 and GDPR. We have and continue to take steps to ensure we remain compliant with the General Data Protection Regulations (GDPR). Hicom also hold certification for our Information Security Management System (ISMS) under ISO27001 and manage our confidential data policy and responsibility through our ISMS. Hicom are also registered under the Data Security and Protection Toolkit for NHS digital and measure and publish our performance against the National Guardian’s ten data security standards. ISO 27001 compliance is managed by our Quality and Information Security Officer Elaine Smart who reports directly into our Board.
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
-
All changes related to the product specification (configuration) are either captured by the Project Manager if the system is still being implemented, or by our support department or the clinical account manager if the system has already been implemented. These are then tasked as Requests for Change and prioritised for implementation
Changes in the project processes or baseline (time, money etc.) are dealt with via the Project Manager and, if necessary the relevant Hicom Product Manager. If a change is identified, all affected project parameters will be assessed, analyzed for impact and acted upon. - Vulnerability management type
- Supplier-defined controls
- Vulnerability management approach
- Hicom subscribes to/utilises multiple vulnerability alert/information services including - MS-ISAC, NCSC, CIS, Symantec, Microsoft, OWASP, the information provided is reviewed and corrective action taken to correct/mitigate any issues. Monthly vulnerability scans are carried using multiple tools to test for vulnerabilities internally and externally, the results and action are recorded and reviewed as part of the organisations security management.
- Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
- Hicom utilise an SIEM (Security Information and Event Management Solution) for protective monitoring, the product currently in use is Splunk however this is subject to change as new products enter the market. The SIEM solution monitors and analyses the logs from web servers and other key systems.
- Incident management type
- Supplier-defined controls
- Incident management approach
-
Our approach to incident management is informed by ITIL. As such it is made up of the following components:
- Incident detection and recording
- Classification and initial support
- Investigation and diagnosis
- Resolution and recovery
- Incident closure
- Ownership, monitoring, tracking and communication
Users report incidents through the support service defined in our standard SLA and incident reports are provided via the relevant Product Specialists.
Secure development
- Approach to secure software development best practice
- Supplier-defined process
Public sector networks
- Connection to public sector networks
- Yes
- Connected networks
- Health and Social Care Network (HSCN)
Pricing
- Price
- £1,000 a device a year
- Discount for educational organisations
- No
- Free trial available
- No