Malinko Intelligent Scheduling Software
Clinically safe intelligent scheduling management system automates patient care scheduling, ensuring visits are appointed in an optimal way. Live data and location of staff collected from staff in the field. Mobile app enables service reporting and automates the mileage reclaims process. Staff feel safer with enhanced lone worker protection.
- Clinically safe intelligent scheduling and service management system
- Unique clinical scheduling algorithm to optimally schedule patients care
- Automated caseload scheduling and visit booking and mileage reclaim
- Open and published APIs: Enables interoperability between organisations IT systems
- Intuitive design with real-time service capacity and demand view
- Set of service management reports including ‘Sit Rep’ reports
- Realtime staff location view and lone worker delayed visit alerts
- Android, iPhone and Windows apps with Mobile Device Management (MDM)
- SMS and voice text patient visit reminder service
- GDPR compliant, DSP Toolkit and ISO27001 certified
- Release ‘time to care’ by optimising the scheduling of care
- Improve the quality and safety of the community nursing service
- Reduce clinical risk, improve productivity, service delivery and patient care
- Reduce costs and unwarranted variation by standardising service delivery
- Safer and more equitable caseload allocations to staff.
- Eliminate missed visits and scheduling errors
- Improved caseload management and workforce management
- Staff will feel safer through enhanced lone worker safeguarding arrangements
- Improved staff satisfaction and improved recruitment and retention of staff
- Reduce travel costs, patient complaints and enquiries
£6 per user per month
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
- Modern Slavery statement
Malinko Scheduling Software
0161 850 0111
|Software add-on or extension||No|
|Cloud deployment model||Public cloud|
Access to the web application
Microsoft Internet Explorer 11
Microsoft Edge (most up to date version)
Chrome (most up to date version)
Firefox (most up to date version)
Safari (most up to date version)
No additional plug ins are required
Android 6.0 +
iOS 7.1 +
Windows 10 phones, tablets and desktops/laptops.
NB. There may be some firewall configuration needed for full application functionality
|Email or online ticketing support||Email or online ticketing|
|Support response times||
Immediate (Severity 1): Response within 1 hour during Service Hours. e.g. Service Failure / Unavailability affecting many users across 1 or multiple sites.
Urgent (Severity 2): Response within 4 hours during Service Hours. e.g. Service Failure / Unavailability affecting few users at 1 or more sites.
Normal (Severity 3): Response within 1 Working Day. e.g. Non-urgent Service defect with workaround affecting 1 or more users. These defects will be logged and be deployed in a future software release subject to the terms.
Educational Support: Response within 1 hour during Service Hours with a target fix time of 4 hours.
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||WCAG 2.1 AA or EN 301 549|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
Immediate (Severity 1): Where a call priority is Immediate, Malinko will respond to the call within 1 hour during Service Hours. e.g. Service Failure / Unavailability of the Service affecting many users across 1 or multiple sites.
Urgent (Severity 2): Where a call priority is Urgent, Malinko will respond to the call within 4 hours during Service Hours. e.g. Service Failure / Unavailability of the Service affecting few users at 1 or more sites.
Normal (Severity 3): Where a call priority is Normal, Malinko will respond to the call within 1 Working Day. e.g. Non-urgent Service defect for which a workaround can be provided affecting 1 or more users.
Non-urgent software issue: Non-urgent Service defects (those defects inherent within the Service but for which a workaround is available) that are affecting 1 or more users will be logged and be deployed in a future software release subject to the terms.
Educational Support: Where a call is purely an educational request, Malinko will respond to the call within 1 hour during Service Hours with a target fix time of 4 hours.
All response times are within the Service Hours and Working Days of Malinko Helpdesk.
Additional support levels available upon request.
|Support available to third parties||Yes|
Onboarding and offboarding
There is a full project managed configuration, implementation and training plan. We provide on-site training with a train the trainer approach.
We provide full user documentation and assist with creating your Standard Operating Procedure.
Post implementation we have an online support ticketing system with associated online training support system and support articles.
|Other documentation formats||
|End-of-contract data extraction||
Reports can be set up on the system for self service data export. Data is provided in csv format. For more specialised reports, the client can contact support.
Additionally, within thirty (30) days of termination, the Customer may request that Malinko shall provide an extract of the Customer Data to the Customer.
Within thirty (30) days of termination, the Customer may request that Malinko shall provide an extract of the Customer Data to the Customer (in such file format as Malinko shall determine). Malinko hereby reserves the right to charge a fee to the Customer for providing the said extract in accordance with its then current applicable charges for such service. If the Customer fails to request the return of Customer Data within the thirty (30) day timeframe, then, to the extent permitted by Applicable Law, Malinko reserves the right to delete all Customer Data in its possession.
In the event of termination (for whatever reason), Malinko shall (for a period not exceeding 60 (sixty) Working Days after the date of termination or expiry) provide the Customer with reasonable co-operation to enable the Customer to make arrangements for the transition of the supply of the Service to an alternative provider. Malinko shall be entitled to charge the Customer at its prevailing day rate (as notified to the Customer from time to time) in respect of such assistance and co-operation.
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||There is an optional mobile phone app, which is used for checking in/out of jobs and collecting information when out in the field - this does not have the full functionality of the main scheduling system and only allows collection of information on visits that have been allocated. This can be installed on iPhones, iPads, Android phones and tablets and Windows phones, tablets and desktops/laptops.|
|What users can and can't do using the API||
Access to client information
Access to visit information (including services, notes)
Access to questions for a visit
Check in and out of a visit
Check status of a visit
Submit visit question results
|API documentation formats||
|API sandbox or test environment||Yes|
|Description of customisation||
Full configuration support including account configuration, rules configuration, services configuration, custom fields for clients and users.
There are two levels of configuration: Account level - configured by Malinko internal staff.
Account manager level - client side staff with appropriate permissions can set up elements such as new service types.
|Independence of resources||We use an on-demand cloud computing infrastructure to provide additional capacity, both planned (ie during working hours vs out of hours), as well as automatically provisioning new servers based on load.|
|Service usage metrics||Yes|
|Metrics types||Malinko maintain audit trails of created, destroyed, edited or viewed records with time, date and IP address (for web app) or mobile device location (for mobile app).|
|Supplier type||Not a reseller|
|Staff security clearance||Conforms to BS7858:2012|
|Government security clearance||Up to Developed Vetting (DV)|
|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||Complies with a recognised standard (for example CSA CCM version 3.0)|
|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||Physical access control, complying with SSAE-16 / ISAE 3402|
|Data sanitisation process||Yes|
|Data sanitisation type||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||Reports can be set up on the system for self service data export. For more specialised reports, the client can contact support.|
|Data export formats||
|Data import formats||CSV|
|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
Uptime/availability for services is 99.9% during Service Hours.
Systems are subject to a planned maintenance strategy. Planned maintenance where possible will be accommodated outside of Service Hours without impacting the availability to Users to the System.
All planned maintenance will be subject to change control procedures and will be communicated to the Purchaser within a reasonable notice period.
Upon request we are able to refund on a prorata basis for any unplanned downtime which falls outside the 99.9% uptime availability.
|Approach to resilience||The application is split over physically separate availability zones, as well as a clustered database running over multiple physically separate availability zones.|
Planned maintenance is communicated via in-app notifications and email communications to nominated contact within client. Support desk can give status updates.
For unplanned outages, there is a recorded process to communicate this with nominated contacts within client (whether in office hours or outside hours).
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||We have Access Control Specifications, with the principle that only those who are required have a particular level of access actually do so. Dependent upon the system and action taken, sometimes it will require authorisation from two staff. Access to some information is only allowed via super admin log on. All staff are required to have a DBS check and and some staff require BS7858 vetting.|
|Access restriction testing frequency||At least every 6 months|
|Management access 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||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||At least 12 months|
Standards and certifications
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||QMS|
|ISO/IEC 27001 accreditation date||17/02/2017|
|What the ISO/IEC 27001 doesn’t cover||All activities are covered by the certification.|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||NHS DSP Toolkit|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||
|Other security governance standards||NHS DSP Toolkit|
|Information security policies and processes||
We have ISO27001 and DSP Toolkit. We have the following policies in place which have a direct bearing on information security:
Acceptable use of internet and email policy, Access Control Policy, Anti-piracy Policy, Clear Desk and Clear Screen Policy, Cryptographic Controls Policy, Data Protection Policy, Data Retention Policy, Equipment disposal policy, Information Exchange Policy, Information Governance Policy, Information Sensitivity Policy, IT Policy, Laptop Policy, Leaving Policy, Media Destruction Policy, Network Security Policy, Network Systems Monitoring Policy, Remote Working Policy, Secure Development Policy, Security Policy, Security Incident Reporting Policy, Social Media Policy, USB memory sticks Policy, Virus Protection Policy, Whistleblowing Policy.
We have a number of associated processes and procedures designed to adhere to these policies. We have an ongoing process of internal auditing to ensure adherence to these policies and monthly ISMS management meetings.
There is a dedicated software system with recorded process for handling: Security incident, Non-conformity, Change Request.
Staff security awareness training takes place throughout the year with briefing sessions for any substantive policy changes.
|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||We have a change management process as part of ISO27001. All tickets are logged and tracked via our issue and project tracking software (JIRA) and the potential security impact is assessed as part of the process of signing off a ticket. All changes to the software are tracked in our version control system (Git).|
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||
Server operating systems run Long Term Support versions which are regularly patched.
All application software changes resulting in failed tests or security vulnerabilities are blocked by continuous integration servers.
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||
Role based access control, with audit trail of staff changes to records.
As part of the Information Security Management System we screen staff and we have ongoing training including security awareness. In the case of an incident or near miss we have an incident management procedure and recording process and the Information Security Management System Manager would always been informed.
Dependent upon the nature of the incident we may also inform the ICO and we may report it via the DSP Toolkit reporting tool.
|Incident management type||Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402|
|Incident management approach||
For incidents requiring business continuity actions, these are defined within the Business Continuity (Disaster Recovery) Plan.
IS events identified are recorded following the procedures relating to the identification, control and recording of incidents handled using existing escalation procedures when required. These events are assessed by the ISMS Committee ISMS Manager to determine if they are to be defined as information security incidents and when relevant, details are referred to Senior Management.
All comments and actions arising from any incident are recorded within the
recorded incident form and appropriate action is instigated - these can be provided upon request.
|Approach to secure software development best practice||Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)|
Public sector networks
|Connection to public sector networks||No|
|Price||£6 per user per month|
|Discount for educational organisations||No|
|Free trial available||No|