QAPlus ltd

Continuing Health Care Management System

The iChord system is designed for organisations managing NHS continuing healthcare, NHS funded Nursing Care and Complex Care patients.

Users record clinical and financial records including key contacts and detailed care packages. The system improves management of provider payments, assessments, reviews, document storage, letter generation, financial forecasting and data analyst.


  • End to end management of patient journey
  • Pre-defined process to record activity against workflow
  • Care provider management information
  • Financial data set allows financial forecasting
  • Dashboard and comprehensive suite of pre-defined reports
  • Report builder tools with templates
  • Full electronic storage of documents
  • Standard, editable document production
  • Patient journey progress bar
  • Dedicated support via help desk


  • Decision making processes optimised with workflow prompting users
  • Reduce administration costs through document automation on schedule
  • Improved service quality through visual prompts
  • Assessment backlog reduction and maintenance
  • Remote off site working where secure access is provided
  • CQC link provides users with provider CQC outcome ratings
  • Designed and delivered by experienced CHC managers
  • Automatic payment schedules with credit recovery
  • Expert CHC management consultancy and training support
  • Single source data entry without duplication and discrepancies


£15000 to £25000 per licence per year

  • Free trial available

Service documents


G-Cloud 11

Service ID

7 5 1 7 2 1 7 9 5 5 4 0 6 5 4


QAPlus ltd

Sion Davis


Service scope

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 IChord is part of iQA providing discrete modules that may be integrated with external systems - or each other to dramatically improve efficiency of our healthcare management clients. These systems include:
iChord: CHC & FNC Management
Referral Portal
Needs Assessment App
Panel Portal
Patient Choice DPS
Patient Access Home Support
Cloud deployment model Private cloud
Service constraints None
System requirements
  • Web Server: Windows 2008 Server Standard Edition or above
  • Web Server: IIS Version 7.0 or above
  • Web Server Ports: 443 (SSL), 1443 (SQL Server)
  • Web Server: .Net Framework - Version 4, 4.5 or 4.6.1
  • SQL Server: Windows 2008 Server Standard Edition or above
  • SQL Server: 2008 Standard Edition or above
  • SQL Server Authentication: Mixed (SQL & Windows Authentication)
  • SQL Server: Port - 1433

User support

User support
Email or online ticketing support Email or online ticketing
Support response times SLA extract:

Faults: Potential fault evidence will be reviewed within 2 hours. Fixes are provided according to severity levels and vary between 1 day and 30 days subject to client agreement

Help: These are usually handled immediately. A more complex query relating to client configuration will be referred to a consultant within 2 hours.

RFCs (Request For Change): Your Project Manager will provide an initial cost estimate within 1 working day. If agreed in principle this is followed by a more detailed specification and accurate quote for approval and scheduling.
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 Web chat
Web chat support availability 9 to 5 (UK time), 7 days a week
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Real time chat between a User and a Helpdesk Consultant, within a Web Page, using Microsoft SignalR Library
Web chat accessibility testing Not designed for assistive technology.
Onsite support Onsite support
Support levels Severity:
1. System or module down
2. System partially inoperable
3. Function cosmetic or work-around provided

Delivery Target
1: Immediate investigation, resolution within 4 hours
2: Review within 4 hours, investigation within 1 working day, resolution within 5 working days.
3. Review within 4 hours, investigation within 5 working days, resolution next client planned release [by agreement]
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Every aspect of implementation is delivered based on a Project Templates that usually cover an 8 to 12 week project lifecycle. These are customised for each client but typically tasks include:

Specify key contacts
Agree communications [including IG constraints]
Scope Processes, Letters, Parameters
Platform Specifications
PID Agreement

Client config
Referral Pathways
Workflow Processes
Letter master templates & Letter drafts
SBS Finance Codes
User Roles
Variables & Checklist approval

Copy database: for audit & Trial
Server Build & Security certificates
VPN Access confirmed
Install pilot release
Confirm pilot access by Users
Install peripheral modules as required

Data cleanse
System Enhancements if specified

Trial data migration
Trial transfer documents & files
User Review
Trial issues resolution
Trial RFC enhancements
Go-Live planning
Live database copy issued [Thurs 4pm]
Processing moratorium
Install Live database [plan Tuesday 9am]
Live transfer documents & files
Client validation / UAT
Live Operation

User Lead familiarisation [WebEx or onsite]
Onsite training:
Customised anonymised training database set up
Admin team
Finance team
System Administrators
Nurse Assessors
Onsite support [go live day onwards as required]
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction We provide data extracts to the specification of incoming system suppliers on an RFC basis.
We can also provide a 'standard' staged database that may be used, without customisation, for migration and/or legacy data access.
End-of-contract process The staged database is available at no cost.
Customised data extracts are available on an RFC [chargeable] basis.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The iChord system automatically resizes page formats [using Bootstrap] where the resolution is below the optimal .
Service interface No
Customisation available Yes
Description of customisation IChord is provided with a full set of templates that meet NHS standards - including those emerging through the NHS Digital program.

However the system is also fully customisable - particularly in relation to Workflow, document templates and IG related access controls.

Documents created automatically by the system may also be edited and the final document is saved for future reference.


Independence of resources We provide a single version of our systems for all clients. There is therefore no conflict arising from service demands - an enhancement provided or issue resolved for one client is equally applicable to all our clients.


Service usage metrics Yes
Metrics types Client service level standards are set by NHS England - primarily associated with progress through their 'Pathways'.
Workflow and Task prompts are 'driven' by these standards and markers at each checkpoint are used to ensure compliance.
System metrics focus on delivery of assessments and placement within the different pathways.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


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 In-house
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 A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach There are extensive standard data extract templates.
In addition there is an ad-hoc Report Generator where Users may define their own data extracts from an on-board selection dictionary. These may be linked to user-defined templates for repeated use.
Data export formats
  • CSV
  • Other
Other data export formats Excel
Data import formats
  • CSV
  • Other
Other data import formats Excel

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Private network or public sector network
Data protection within supplier network IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Faults are fixed within the terms of our annual system licence.
Severity and fix timescales are established in SLA agreed individually with clients.
Hosting service suppliers [including in-house] will specify their own guaranteed availability.
Approach to resilience Hosting services selected for this project provide full resilience subject to SLA.
Outage reporting System Administrators can broadcast system status messages to all Users.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Access to PID is controlled by client authentication of support connections.
Access restriction testing frequency At least once a year
Management access authentication
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

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 have access to real-time audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

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 Data Security and Protection Toolkit (DSP)

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 Data Security and Protection Toolkit (DSP)
Information security policies and processes Our staff are bound by our Information Governance Policy [incorporated in supply contracts].
This is regularly reviewed - at least annually but also triggered by events such as NHS requirements. New employees receive induction training and Staff have refresh training at least annually.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach System changes are controlled through ISO9001 approved quality controls that cover: Initiation, Realisation and Implementation.
Every RFC specification is risk assessed and graded accordingly - resulting in an appropriate test regime.
Testing is completed for each program against a specific test plan and system regression tests are completed for each new Release.
Release Notes are provided covering enhancements, fixes and test results.
Faults are recorded on Trackers that are used to highlight system functions that represent increased risk and these functions are critically reviewed by the Management Board to identify design or technical structure flaws to be resolved.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Potential threats are regularly assessed by our SIRO, and security patches are applied immediately.
(All Laptops & Servers have Windows Automatic Updates configured with the "Install Updates Automatically" option.
Microsoft Security Bulletins and Sophos Alerts provide information on potential threats and vulnerabilities.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Data is stored on designated secure servers and encrypted drives.
Access controls and regular security audits ensure risks are identified and mitigated immediately.
Issues are raised at the Management Board and action mandated.
Incident management type Supplier-defined controls
Incident management approach Incidents are logged and reported to the Management Board.
These are then tracked and the Management Board oversees investigation and resolution.
Processes are recorded on the Tracker system.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks Yes
Connected networks
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)


Price £15000 to £25000 per licence per year
Discount for educational organisations No
Free trial available Yes
Description of free trial A demonstration system is available to prospective clients subject to IPR protection and provision of consultancy and training services to ensure a viable trial is achieved..

Service documents

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