Bramble Hub Limited

Bramble Hub Membership Engagement Services - MES Experience

MES Experience is the leading real-time platform for capturing, analysing and reporting on patient and staff experiences including the NHS Friends and Family Test. It provides multi-channel data collection, bespoke reporting, a unique solution for automated free-text analysis of patient comments, and is built in partnership with our NHS clients.


  • Secure cloud-based hosting of system and data
  • Bespoke configuration including organisation hierarchy, surveys, reports, and dashboards
  • Multi-channel: Online/Offline, Email, SMS, IVR, Tablet, Kiosk, Paper, QR, NFC
  • Unlimited surveys with survey library and survey creation tools
  • Captures patient and staff feedback including Friends and Family Test
  • Real-time quantitative and qualitative analysis and reporting including UNIFY2
  • Automated free-text analysis of patient comments
  • Unlimited user accounts with roles-based access
  • Action manager and automated data-driven alerts
  • Unlimited customer support and continuous system evolution


  • Provides meaningful real-time analysis and reports tailored to individual users
  • Provides unrivalled free-text analytics of patient comments
  • Delivers actionable insights that matter
  • Helps prioritise risk areas and drives service improvement
  • Leverages feedback to improve quality, safety and experience of care
  • Reduces time, reduces costs, and drives efficiencies through automation
  • Modular solution and competitively priced
  • Future proofed: continuous development and informed by sector
  • Fully managed end-to-end service, customer support and training
  • From an ISO27001, ISO9001, NHS IG Toolkit, MRS certified supplier


£3000.00 to £30000.00 per unit per year

Service documents

G-Cloud 10


Bramble Hub Limited

Roland Cunningham

+44 (0) 2077350030

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints None
System requirements Internet access

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Within an hour during normal business hours. If at weekend, within an hour of the next business hour commencing.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Yes, at extra cost
Support levels Telephone, screen sharing or onsite if needed (rare). If a callout is required for e.g. additional training then the charge is £655 per day plus travel/disbursements. Technical callouts are not needed.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Telephone and Helpdesk continual support, onsitr initial training session, user guides, annual user groups
Service documentation Yes
Documentation formats
  • PDF
  • Other
Other documentation formats
  • Videos
  • FAQs/dropdown boxes
End-of-contract data extraction MES will undertake a full extract of the data and securely provide to the client in the desired flat file format. Once received and confirmed, we will then securely delete all data held on MES servers and shut the system down, providing written confirmation that such action has been taken.
End-of-contract process If a client chooses not to renew, then once written confirmation is received, we will agree a date on which we are to carry out the data extract. Once carried out it is then securely provided to the client. Upon confirmation that all is in order, we then clear the system and shut it down, providing written confirmation to the client that this has taken place and that we are no longer in possession of any of their data that we once held. There is no additional fee for this.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices No
Accessibility standards WCAG 2.0 A
Accessibility testing None
Customisation available Yes
Description of customisation A project setup document and appointment discussions will define the scope of the build and any necessary configuration


Independence of resources Regular testing and enhancement of service and hardware. Uptime and performance assurances are provided in SLAs.


Service usage metrics Yes
Metrics types Upon request we can report on usage of the system with various variables.
Reporting types Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance None

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 No
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least every 6 months
Penetration testing approach ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest Physical access control, complying with CSA CCM v3.0
Data sanitisation process No
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach MES Engage uses a filtering system for users to define very accurately the data they want. They can then extract either in .xsl or .csv format.
Data export formats
  • CSV
  • Other
Other data export formats .xsl
Data import formats CSV

Data-in-transit protection

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

Availability and resilience

Availability and resilience
Guaranteed availability 99.99%
Approach to resilience Available on request
Outage reporting Email alerts

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Username and password plus internal processes, audited in acordance with ISO 9001 and ISO 27001 protocols
Access restriction testing frequency At least every 6 months
Management access authentication 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 At least 12 months
Access to supplier activity audit information Users have access to real-time 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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 19/07/2016
What the ISO/IEC 27001 doesn’t cover N/a
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications ISO 9001 - this includes elements in and around security

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Available on request

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach MES Engage has 3 version releases per year. Each release is documented and all MES Engage clients are provided with the latest version of the platform.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Available on request
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Available on request
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 ISO 9001

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 No


Price £3000.00 to £30000.00 per unit per year
Discount for educational organisations No
Free trial available No


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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