Synertec Ltd


100+ NHS trusts use Prism to deliver a complete patient-centric communication solution, eliminating the systemic and operational barriers to providing consistent and effective communication. Prism ensures patient communication needs are met throughout the care pathway, with the flexibility to handle varied clinical requirements. All with virtually no trust resource.


  • Integration-free letter control from any PAS or print file
  • Intelligent content extraction to replicate operational processes
  • Live HL7 letter integration with digital letter and PHR solutions
  • Secure multi-site, same day print and post service
  • Secure automated electronic letter delivery
  • Automated reminders via SMS and email from letter extraction
  • Online 2-way patient engagement for FFT and appointment management
  • Free consistent and automated Accessible Information Standard formats
  • User application for recording patient needs and tracking communication
  • Online secure patient chat functionality


  • Trust-wide consistent communication meeting patient needs every time
  • High quality effective communication and greater patient engagement
  • Reduced DNA rates and improved clinic utilisation
  • Significant direct cost savings and immediate ROI
  • Efficiency gains from process automation, digital and online patient engagement
  • Simple, secure and consistent electronic delivery options for patients
  • Simple and fast implementation with minimal trust resource required
  • Reduced risk, from a proven and secure solution
  • Full Accessible Information Standard compliance to 'exemplar' levels
  • Simple managed Transfer of Care and care record interoperability


£0.04694 per unit

Service documents


G-Cloud 11

Service ID

7 0 7 0 8 8 1 8 5 2 7 2 8 2 9


Synertec Ltd

Corporate Support

01823 652360

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Hybrid cloud
Service constraints No constraints
System requirements Buyers need no software licenses for our services

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 1 working day
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 No
Onsite support Onsite support
Support levels Synertec provides Helpdesk and Customer Support services from 08:30 - 17:30 on UK business days (Monday to Friday excluding bank holidays).
Synertec’s Prism software, installed at the customer site, is constantly monitoring numerous operational parameters and will send auto-logging support notifications in the event of an anomaly being detected.
Each customer has a dedicated office based Customer Support Adviser with whom they can log requirements and fault calls, and raise any service queries. This is a single point of liaison - your Customer Support contact will deal with all technical support teams and advise of updates/resolutions to streamline communications. Customers also have a field based Account Manager responsible for the overall customer relationship, contract monitoring and performance and commercial review. They can also deliver onsite support and training for users.
All support costs are included in the software rental charges; there are no additional costs regardless of type or scale of changes.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Our project and Implementation teams provide remote training during initial set up and go live, Account Management provide onsite training at onboarding and throughout the service contract.
User documentation and support manuals are also available via our desktop user application.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Data is not stored for users to extract
End-of-contract process 30 days notice is required to terminate the contract. Transactional costs will be invoiced (as during contract period) for any usage following the contract end date.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service No functional differences. Service adapts automatically to mobile/desktop use.
Service interface Yes
Description of service interface Simple web-based interface specifically focused at users being able to perform a single task.
Accessibility standards None or don’t know
Description of accessibility Service supports & tested with accessibility features of their mobile device, e.g. large text.
Accessibility testing No testing by users, but testing performed with accessibility features of supported mobile devices, e.g. large text, high contrast.
Customisation available Yes
Description of customisation Buyers have flexibility to customise the service, e.g. what questions/options are presented to the user for surveys (e.g. Friends & Family test).


Independence of resources Service incorporates extensible load balancing. DoS prevention measures are built-in to the service.


Service usage metrics No


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
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 Supplier-defined controls
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach N/a. Users do not store their data within our service.
Data export formats Other
Other data export formats N/a. Users do not store data within our service.
Data import formats Other
Other data import formats N/a. Users do not store data within our service.

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • Other
Other protection between networks In addition to utilising HSCN/PSN, all traffic is encrypted, e.g. using HTTPS (TLS 1.2) or SFTP (AES-256-bit).
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability All services run on VM's in a highly available environment. All service components have redundancy. SLAs for all aspects of service are agreed with customer based on requirements.
Approach to resilience All services run on VM's in a highly available environment. All service components have redundancy
Outage reporting Email alerts, or direct notifications from system to Prism support teams and customer.

Identity and authentication

Identity and authentication
User authentication needed No
Access restrictions in management interfaces and support channels Dedicated VPN access only.
Access restriction testing frequency At least every 6 months
Management access authentication Dedicated link (for example VPN)

Audit information for users

Audit information for users
Access to user activity audit information Users receive audit information on a regular basis
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 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 No
Other security certifications Yes
Any other security certifications
  • Cyber Essentials Plus
  • PSN certification

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards Other
Other security governance standards Cyber Essentials Plus. PSN certification.
Information security policies and processes ISMS security policies covering all aspects of information security include IG policy policing and IG training.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach The service is subject to a DPIA under control of our DPO. Changes are assessed for potential security impact and the DPIA updated where necessary. Service has been security tested by independent security specialist to OWASP, OSSTMM & PTES standards.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Vulnerability scans are performed at least twice per year by independent CREST/CHECK approved security company. This includes checks for missing patches. Internal vulnerability scans are performed monthly.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Vulnerability scans are performed at least twice per year by independent CREST/CHECK approved security company. Internal vulnerability scans are performed monthly.
Our ISMS includes a mature Security Incident management process ensuring quick responses to incidents including reporting of incidents to customers within 1 working day.
Incident management type Supplier-defined controls
Incident management approach Our ISMS details our security incident processes which are overseen by our DPO. Security Incident reporting forms are available and customers are informed of incidents within 1 working day.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks Yes
Connected networks
  • Public Services Network (PSN)
  • Health and Social Care Network (HSCN)


Price £0.04694 per unit
Discount for educational organisations No
Free trial available No

Service documents

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