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
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
|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
Needs Assessment App
Patient Choice DPS
Patient Access Home Support
|Cloud deployment model||Private cloud|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
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 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|
1. System or module down
2. System partially inoperable
3. Function cosmetic or work-around provided
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
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
Letter master templates & Letter drafts
SBS Finance Codes
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
System Enhancements if specified
Trial data migration
Trial transfer documents & files
Trial issues resolution
Trial RFC enhancements
Live database copy issued [Thurs 4pm]
Install Live database [plan Tuesday 9am]
Live transfer documents & files
Client validation / UAT
User Lead familiarisation [WebEx or onsite]
Customised anonymised training database set up
Onsite support [go live day onwards as required]
|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.
The staged database is available at no cost.
Customised data extracts are available on an RFC [chargeable] basis.
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||The iChord system automatically resizes page formats [using Bootstrap] where the resolution is below the optimal .|
|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|
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.
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Baseline Personnel Security Standard (BPSS)|
|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||
|Equipment disposal approach||A third-party destruction service|
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||
|Other data export formats||Excel|
|Data import formats||
|Other data import formats||Excel|
|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
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
|User authentication needed||Yes|
|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||
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
|ISO/IEC 27001 certification||No|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||Data Security and Protection Toolkit (DSP)|
|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.
|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.
|Approach to secure software development best practice||Conforms to a recognised standard, but self-assessed|
Public sector networks
|Connection to public sector networks||Yes|
|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..|