Healthcare Communications UK Ltd

Patient Experience & Friends & Family Test (FFT)

Healthcare Communications are #1 Market leaders in FFT, local surveys and patient experience. Multiple channels capture real time patient feedback including SMS, online, phone, tablets, paper and kiosks. Our analytics and auto-reporting features are co-designed with NHS staff for instant results and includes sentiment analysis, free text theming & heatmap.

Features

  • Real time patient feedback rich with insight, themes, sentiment analysis
  • High level results including FFT response rates and recommendation scores
  • Automated reporting for UNIFY, Board, Ward and bespoke options
  • Multiple communication modes ensure hard to reach groups are included
  • Functionality to support service improvements & CQC audit trails
  • RAG rated phrases within comments capture hidden experiences and opinions
  • Local survey FFT link enables organisation wide or bespoke feedback
  • Audit & Care quality surveys including hygiene and safety thermometer
  • Automate the triangulation of patient feedback from multiple sources
  • Collected across all care pathways and single episodes of care

Benefits

  • Significant staff savings produced through automated survey process
  • Genuine anonymised feedback with majority of surveys offsite, no gaming
  • Designed to NHSE guidance, ongoing input from front line staff
  • Separates patient sentiment from ratings to locate hidden feedback
  • Staff time trawling through comments now focused on patient care
  • Local survey feedback picks up on common themes and issues
  • Data monitoring in real time red flags safety issues immediately
  • Interoperable to send feedback to other sources including NHS Choices
  • Action plans identify improvements responsibility & CQC audit trail
  • Embed ‘improvement mind set’ culture across all local clinical teams

Pricing

£0.0215 to £0.45 per unit

Service documents

G-Cloud 9

748027927365371

Healthcare Communications UK Ltd

Michael Cunningham

0845 9000 890

mcunningham@healthcomm.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints No.
System requirements Non required

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Yes
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support No
Support levels We provided our NHS clients with 24/7 telephone and email support provided by our Support Desk .
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Onsite training is provided.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction We can provide then with a relevant file format.
End-of-contract process The user accounts are disabled.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10+
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices No
Accessibility standards None or don’t know
Description of accessibility They access a secure website.
Accessibility testing N/a
API Yes
What users can and can't do using the API They can connect to the service.
API documentation Yes
API documentation formats Other
API sandbox or test environment No
Customisation available Yes
Description of customisation In line with data held.

Scaling

Scaling
Independence of resources We invest in the platform to ensure capacity is sufficient for demand.

Analytics

Analytics
Service usage metrics No

Resellers

Resellers
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 Yes
Datacentre security standards Managed by a third party
Penetration testing frequency At least once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process No
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Excel and CSV currently.
Data export formats
  • CSV
  • Other
Other data export formats Excel
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability SLA's are 99.9% up time , no refunds are available.
Approach to resilience Available upon request.
Outage reporting Email and SMS alerts to key workers.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels User accounts are configured separately for management and support purposes.
Access restriction testing frequency At least once a year
Management access authentication Username or password

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 At least 12 months
Access to supplier activity audit information No audit information available
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 CQS
ISO/IEC 27001 accreditation date 9/10/2017
What the ISO/IEC 27001 doesn’t cover It is a standard ISO 27001 accreditation.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations Yes
Any other security accreditations IGTK13

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Information security policies and processes We have worked to ISO 27001 standards since accreditation in 2001 and relevant NHS Information Governance Toolkit requirements.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Changes are implemented only after review and authorisation from relevant team members. Assessment is made for security and performance impacts.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Potential threats are alerted through numerous sources including infrastructure suppliers, hardware and software supplier updates, NHS Digital CareCERT and other available media. Patches are deployed in a timely manner after internal review.
Protective monitoring type Supplier-defined controls
Protective monitoring approach The platform is monitored using automated measures and alerts are configured for intrusion detection. Incident responses are dealt with in-line with service SLA's.
Incident management type Supplier-defined controls
Incident management approach Incidents can be logged using our service desk by users. Incident reports are held internally and are provided to customers upon request.

Secure development

Secure development
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

Public sector networks
Connection to public sector networks Yes
Connected networks New NHS Network (N3)

Pricing

Pricing
Price £0.0215 to £0.45 per unit
Discount for educational organisations No
Free trial available No

Documents

Documents
Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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