Advanced Digital Innovation (UK) Limited

PainSense Self Care Programme and PROM collection for Pain Services

Digital communication tool connecting healthcare providers to patients. The Painsense Suite provides digital self help, and collection of patient data in Chronic Pain Services.


  • PROM/PREM collection
  • Digital resource delivery (eg. exercise videos)
  • Digital enablement
  • Business Intelligence and reporting
  • Digital CBT (Pain Management Plan option)


  • Reduce cost of PROM collection
  • Greater patient engagement with self care
  • Improve patient outcomes with self care


£5 to £15 per licence

  • Education pricing available
  • Free trial available

Service documents


G-Cloud 11

Service ID

7 4 2 5 6 7 3 2 4 9 8 8 9 4 4


Advanced Digital Innovation (UK) Limited

Judith Clarkson


Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
ADI's MyPathway
Cloud deployment model
Community cloud
Service constraints
System requirements
A modern browser and OS is required (Win7+)

User support

Email or online ticketing support
Email or online ticketing
Support response times
48 working hour SLA. Majority of support enquiries received in working hours are responded to on the same day. No support over the weekend but message service makes this clear,
User can manage status and priority of support tickets
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Onsite support
Yes, at extra cost
Support levels
Support contracts are agreed on a per-customer basis.
All customers will have a named account manager as their contact point.
Support available to third parties

Onboarding and offboarding

Getting started
When a new healthcare provider service is onboarded, we provide training on-site, along with process advice to facilitate a smooth go-live.
Service documentation
Documentation formats
End-of-contract data extraction
We can provide a comprehensive data dump if needed in standard format (usually JSON documents).
End-of-contract process
We reserve the right to charge for any extraordinary costs, but in general, all closedown, de-commissioning and data transfer costs are included in the contract price.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
Designed for use on mobile devices
Differences between the mobile and desktop service
No material differences.
Service interface
Customisation available


Independence of resources
Our servers are regularly monitored for response time fluctuations, and load. Backend services can be both scaled up and scaled out to meet increasing customer demand.


Service usage metrics
Metrics types
Simple usage and uptake metrics are available.
Reporting types
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
  • United Kingdom
  • EU-US Privacy Shield agreement locations
User control over data storage and processing locations
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
Protecting data at rest
  • Physical access control, complying with another standard
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
A custom format will be defined per customer to allow data to be exported into host or 3rd party systems or into their data warehouse. This is agreed in our extensive onboarding process.
Data export formats
Data import formats
Other data import formats
Manual data import is possible, but not usually required

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
SLAs are agreed on a per-customer basis, based on need.
Approach to resilience
Resilience and DR plans available on request.
Outage reporting
Outages are currently reported via email alerts.

Identity and authentication

User authentication needed
User authentication
Username or password
Access restrictions in management interfaces and support channels
Support teams will only speak to named individuals from each customer, and will look for proof of identity where necessary (eg. a callback)
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password

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

ISO/IEC 27001 certification
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications
Any other security certifications
IGSoC level2 now NHS Digital DSP Toolkit

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance approach
A best practice approach drawing form in-house and external experience. IGSoC 2 achieved.
Information security policies and processes
Our in-house IT security procedures are reviewed yearly, and all staff undergo mandatory IT security training, including recorded reading of security policies. Spot checks on process and service are carried out.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All changes must pass through our development pipeline, which includes checks and balances at all stages from initiation to go-live. This is recorded electronically at each stage.
Vulnerability management type
Vulnerability management approach
Information about potential threats is gathered form a variety of sources, including upstream suppliers of software tools, platforms and services. Risks are assessed using a standard "likelyhood * impact" scoring. Patches can usually be deployed in a matter of days.
Protective monitoring type
Protective monitoring approach
Potential compromises are identified through a combination of pro-active log monitoring systems, and data monitoring. How we respond is extremely dependant on the nature of the compromise - wether it is a software issue or a misbehaving user would change our response. We aim to respond to any compromise within 8 working hours.
Incident management type
Incident management approach
Incident reports are issued according to policy - see our IGSoC submission for details. Users may reprot incidents according to their preference.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks


£5 to £15 per licence
Discount for educational organisations
Free trial available
Description of free trial
We can provide demo tokens for users to use the patient facing app indefinitely.

Service documents

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