Evergreen Health Solutions Limited

Evergreen Life

Our goal is to help people feel better informed and more in control of their health, wellbeing and fitness.
Evergreen Life is a personal health record app used by over 750,000 people in the UK and is connected to all major GP systems in England providing online patient-facing services.

Features

  • Personal Health Record
  • Patient Facing Services (appointments, prescriptions etc.)
  • Wearable device integration
  • Health and wellbeing advice and insights
  • Social Prescribing
  • Online Consultations
  • DNA Health Testing
  • Questionnaires and surveys
  • Population Health Management & Research
  • Health record sharing

Benefits

  • All of your health information in one place
  • Make appointments, order prescriptions, save NHS time
  • Connect your wearable device and enrich your health data
  • Learn how to improve your health and wellbeing
  • Join exercise and activity groups local and relevant to you
  • Meet with your clinician or patient online
  • Unlock your DNA secrets to help stay fit & healthy
  • Survey citizens via demographics of your choice
  • Use our data for health research
  • Share your record with those who care for you

Pricing

£0 to £1.00 a person a year

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at matt.freedman@evergreen-life.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

7 6 2 9 4 6 7 9 5 4 7 4 8 2 6

Contact

Evergreen Health Solutions Limited Matt Freedman
Telephone: 07780815813
Email: matt.freedman@evergreen-life.co.uk

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
No
System requirements
  • IOS & Android compatible for mobile devices
  • Web portal accessible from PC or smart device

User support

Email or online ticketing support
Email or online ticketing
Support response times
Within five working days
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
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Available on mobile/smart devices or via our app or website. The service we offer is via Freshchat.
Web chat accessibility testing
We use a third party system (Freshchat). We perform functional testing when each new version of Freshchat is rolled out.
Onsite support
No
Support levels
Every issue is classed as an 'incident' which has a response SLA of two working days, and a fix SLA of five working days.

All end user support is provided free of charge.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
A user simply creates a login on our website or downloads the app an logs on to it. Help documentation is available on our website: https://help.evergreen-life.co.uk/
Service documentation
Yes
Documentation formats
HTML
End-of-contract data extraction
We offer a personal health record which is free of charge for our users. They retain their data for as long as they have the app installed or have access to their account on our website. Users can request to have all data relating to them deleted at any time via our support team and inline with GDPR.
End-of-contract process
We offer a range of contract pricing options. A standard 'capital and revenue' contract is available, but we also offer a 'savings share' contract whereupon we would agree to take a percentage of savings from the purchasing organisation for money saved via our technology platform.

Bespoke development carries additional cost (£950 per day), but it is rare that it is requested as the service we provide is suitable for most applications.

The end of a contract would simply involve the withdrawal of our service or the removal of access to data.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
There are currently some differences in functionality between our mobile and desktop service, but these will be aligned very soon so that both offer the same experience.
Service interface
Yes
Description of service interface
API Service Interface
Accessibility standards
None or don’t know
Description of accessibility
Via a web browser or the app. Users are able to log and manage support tickets.
Accessibility testing
N/A
API
Yes
What users can and can't do using the API
Our API is the 'back end' of our mobile app. Partners are able to use our API's with the appropriate level of authentication.
Users themselves (App users) will not have a need to make changes to or set up a service via the API.
API documentation
Yes
API documentation formats
Open API (also known as Swagger)
API sandbox or test environment
Yes
Customisation available
No

Scaling

Independence of resources
Our solution is cloud based and scales both horizontally and vertically to meet demand. Additional compute can be added based on monitored thresholds and where that is not fully automatic, can be attended to within a matter of minutes.

Analytics

Service usage metrics
Yes
Metrics types
Dashboards and alerting is set up to monitor our infrastructure, usage and services. Specific metrics can be requested at any time.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
None

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
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 CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • 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 export approach
End users will not have a need or an option to export their data. Their data will remain with them whilst they remain an Evergreen Life user. NHS or other organisations who need access to data will be granted access and be able to interrogate data however they see fit. A 'Download my data' function is currently being considered for future development. Users retain the right to data portability as per GDPR where applicable.
Data export formats
  • CSV
  • Other
Other data export formats
  • Tableau
  • .csv
Data import formats
  • CSV
  • Other
Other data import formats
JSON

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
We aim to offer a 99% up time.
Users would not be offered a refund for an outage, which would be incredibly unlikely; as they are not paying for the service (FOC).
Approach to resilience
We operate a shared security model between our cloud provider (Amazon Web Services) and Evergreen Life. We are increasingly moving to a PaaS and SaaS model, so that the cloud provider takes responsibility for infrastructure SLA's, patching and maintenance. We use availability zones within the cloud to ensure a service can survive a hardware failure. This will offer our users the highest possible level of service availability.
Outage reporting
Evergreen Life have a public dashboard, an API and email alerting.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
We have a cloud based active directory including two factor authentication for access to any internal or cloud systems.
Access restriction testing frequency
At least every 6 months
Management access authentication
2-factor authentication

Audit information for users

Access to user activity audit information
You control when users can access audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
Users contact the support team to get 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

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • CSA CCM version 3.0
  • ISO/IEC 27001
  • Other
Other security governance standards
The above is answered from the perspective that our cloud provider (Amazon) meet and exceed these standards.
Information security policies and processes
Evergreen Life work to Cyber Essentials, the Data Security and Protection Toolkit and the Information Governance Toolkit.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Evergreen Life have multiple stakeholders taking responsibility for this as part of the software development life cycle, including product managers, testers, and clinical sign off approval, all managed within our SDLC toolkit.
This includes visibility of all changes from the source code to release note, and various auditable approval safety gates as part of the release process.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Evergreen Life have a robust risk management process. Patches are deployed as recommended by vendors in line with cyber security checklists. We subscribe to various alert channels, which include CareCert; to ensure that we are identifying potential vulnerabilities at the earliest possible opportunity.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We respond immediately to our alerting channels, backed by enterprise grade security platforms which also alert and govern policies around patch deployment and the ability to guard against known vulnerabilities prior to a patch being deployed. Information on the systems in use is available upon request.
Incident management type
Supplier-defined controls
Incident management approach
Evergreen Life follow the ITIL process for incident management, and the HSSI process.

Users are able to report incidents via telephone, email and web chat.

Incident reports are available either on request, or delivered as part of a contractual requirement.

Secure development

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

Public sector networks

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

Pricing

Price
£0 to £1.00 a person a year
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Full access to the Evergreen Life PHR app and controlled access to pseudonymised data repository.
Link to free trial
https://www.evergreen-life.co.uk/download

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at matt.freedman@evergreen-life.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.