ImproveWell LTD


ImproveWell is a digital staff engagement solution for improving quality in healthcare. Giving all staff a voice and harnessing the collective intelligence of the healthcare workforce, the ImproveWell solution helps your organisation to improve staff experience and the quality of patient care from the ground up.


  • Multi-platform app (Android, iOS, web) and web data dashboard
  • Share quality improvement ideas, monitor their progress and implementation
  • Track workforce sentiment and detect trends, shifts or cycles
  • Unlimited, customisable surveys with multiple answer types and features
  • Run multiple ImproveWell projects, tailored to team themes and objectives
  • Targeted push notifications and user prompts
  • Chat with users to refine improvement suggestions and collaborate
  • Complete the feedback loop; publish improvement reports, encourage voting
  • Users can track their own submissions, including interactive charts
  • Intelligent data dashboard featuring charts, instant reporting and exports


  • Gives staff a voice 24/7 so feedback is never missed
  • Empowers staff to drive change and boosts morale
  • Leaders can harness workforce innovation to improve care delivery
  • Complete feedback loops by encouraging two-way communication
  • Break down barriers: provide accessibility and visibility to leaders
  • Identify trends / themes across the workforce to prioritise actions
  • Better informed improvement strategies by leveraging a central data repository
  • Facilitate shared learnings; encourage best practice across similar organisations
  • Estimated single standard deviation improvement on NHS staff survey scores
  • ImproveWell positively affects patient experience, operational efficiencies and cost savings


£6,000 to £150,000 a licence a year

Service documents

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G-Cloud 12

Service ID

7 7 4 5 5 1 8 5 1 9 8 0 9 5 8


ImproveWell LTD Lara Mott
Telephone: 020 3475 0670

Service scope

Software add-on or extension
Cloud deployment model
Private cloud
Service constraints
System requirements
  • Access to a web browser (managers and team leads)
  • Access to a smartphone device or web browser (frontline users)

User support

Email or online ticketing support
Email or online ticketing
Support response times
We typically respond within the hour. Our standard response time is 24hrs. Expected response times at the weekends can be longer.
User can manage status and priority of support tickets
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Onsite support
Onsite support
Support levels
On a complimentary basis, ImproveWell provides: 1) onboarding support with tailored deployment materials; 2) detailed weekly reporting during initial roll-out phase; 3) one hour per month of training, presentations and webinars; and 4) an annual impact review.

ImproveWell provides more extensive support to organisations including additional training sessions, presentations and webinars. All services include a 30-minute planning call to discuss objectives and requirements. These services include: 5) Online web conference [1hr]: £150; 6) Half day workshop (1 rep): £500 [£200 for additional reps]; and 7) Full day workshop (1 rep): £800 [£300 for additional reps].
Support available to third parties

Onboarding and offboarding

Getting started
We provide customers with a short onboarding form to get them set up on the platform. We provide onsite and online training and tailored user guides for deployment. We also advise on user adoption strategies and internal marketing materials.
Service documentation
Documentation formats
  • PDF
  • Other
Other documentation formats
  • Microsoft Office (word and powerpoint) documents
  • JPEG or PNG image files
End-of-contract data extraction
We can provide customers with a secure XLS export of their data.
End-of-contract process
Once a customer contract has ended, all Personal Data are anonymised in-line with our information governance policies. ImproveWell can provide a secure XLS export of customer data.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
Compatible operating systems
  • Android
  • IOS
Designed for use on mobile devices
Differences between the mobile and desktop service
Frontline users can access all functionality through the mobile and desktop services. For managers and team leads, a "light" version of the improvement log is available on their mobile device to facilitate engagement with their teams. The full data dashboard functionality is available through the desktop service. Our desktop software is responsive.
Service interface
What users can and can't do using the API
Our customers do not have direct access to our API.
API documentation
API documentation formats
API sandbox or test environment
Customisation available
Description of customisation
(1) Customers can define profile levels which map onto their organisational structure; frontline users can choose their own user profiles which reflect a broad role description.

(2) ImproveWell can upload the customer's logo and add an internal disclaimer to the app.

(3) Customers can specify which email domains can be used to access the platform.

(4) Managers and team leads can create their own project groups with tailored improvement themes delivered to frontline users in the app.

(5) Managers and team leads can add bespoke introductions to improvement reports.

(6) Managers and team leads can build and deliver unlimited surveys with different answer types.

(7) Managers and team leads can schedule push notifications for the sentiment function.


Independence of resources
We have monitoring services in place to assess the demand on our services and can scale-up capacity quickly in periods of intense usage.


Service usage metrics
Metrics types
Our customer reports include user adoption and engagement metrics, idea trends and progress, sentiment trends and survey reports.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least every 6 months
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
In-house destruction process

Data importing and exporting

Data export approach
Managers can export data from the dashboard in XLS, PDF and JPEG format.
Data export formats
  • CSV
  • Other
Other data export formats
  • XLS
  • PDF
Data import formats
Other data import formats

Data-in-transit protection

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

Availability and resilience

Guaranteed availability
We guarantee 99% uptime and our last six-month metrics currently show 99.99% uptime.
Approach to resilience
Information is available on request.
Outage reporting
We log incidents internally and alert customers to any service interruptions via email.

Identity and authentication

User authentication needed
User authentication
  • Username or password
  • Other
Other user authentication
Registration processes are based on controlled access to the platform. Managers must provide staff with a unique authentication code in order for staff to register an account with the App. They can also specify which email domains may be used to register for the App. Managers receive notifications whenever there is a new joiner. The platform has been designed so that senior staff can manage smaller groups of users, ensuring that users are known / recognised. Managers can block a user account at any time through the dashboard.
Access restrictions in management interfaces and support channels
ImproveWell administrators can block user accounts or suspend customer accounts if required.
Access restriction testing frequency
At least once a year
Management access authentication
Username or password

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
You control when users can access 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
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance approach
Our existing security processes are based on controlled access to the platform, where Managers actively manage the users of the platform. Managers must provide staff with an authentication code, and they can also specify which email domains may be used to register for the App. Our cloud-based servers are hosted with AWS and ImproveWell has received its Cyber Essentials accreditation. ImproveWell also has a suit of Information Governance protocols and has registered its Data Security and Protection Toolkit with NHS Digital (ODS: 8K692).
Information security policies and processes
ImproveWell has a dedicated Privacy Centre available at ImproveWell has a suit of Information Governance protocols including:
• Data Protection Impact Assessment Protocol
• Freedom of Information Protocol
• Information Access and Rights Protocol
• Information Governance Policy
• Information Incident Protocol
• Information Lifecycle and Data Quality Protocol
• Information Risk and Audit Protocol
• Information Security Cyber Protocol
• Information Sharing and Privacy Protocol
• Direct Marketing Protocol
Staff receive regular training on information security and are required to read all policies and protocols. ImproveWell has registered its Data Security and Protection Toolkit with NHS Digital (ODS: 8K692).

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All code is stored in fully-tracked source code repositories, allowing traceability of any changes. All changes are thoroughly tested in a fully-isolated test environment and have to pass Quality Assurance before deployment. We have a suite of automated tests which provide added safeguards. Back-up versions of the code are maintained in the event of a necessary roll-back.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
ImproveWell typically deploys new mobile apps once a month and amendments to the API several times a week. Servers are monitored daily and all update patches are deployed as soon as they are available. Employees regularly use the platform and can report bugs to the development team. Bug fixes are released as often as required. ImproveWell receives the weekly CareCERT Cyber Security Bulletin from NHS Digital which is reviewed and discussed in monthly information governance meetings.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Our Information Governance Policy, Information Incident Protocol, Information Risk and Audit Protocol and Information Security Cyber Protocol governs our internal processes and actions. Our uptime monitoring service issues instant alerts upon any disruption. The alerts are issued to the entire development team and ImproveWell management who can take immediate action if required. We also have direct lines of communication with our customers to keep them updated on any developments as they arise.
Incident management type
Supplier-defined controls
Incident management approach
Our Information Incident Protocol supports how we handle incidents to ensure that they are appropriately controlled, reported and that lessons are effectively fed back into the risk management cycle. We have an Information Incident Form for users and our Data Protection Officer will complete a report within 72hrs. We have pre-defined incidents such as: Corruption or inability to recover electronic data; Data disclosed in error; Data lost in transit; Non-secure disposal; Technical security failing – including hacking; Unauthorised access / disclosure; Uploaded to website in error; and Data quality issues.

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


£6,000 to £150,000 a licence a year
Discount for educational organisations
Free trial available

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 Tell them what format you need. It will help if you say what assistive technology you use.