DrDoctor (ICNH Ltd)

DrDoctor Patient Engagement Platform

Enhance appointment booking by enabling patients to book, change and cancel their appointments.
Communicate with your patients on their terms and save money in the process by moving correspondence online.
Collect insights from your patients and clinicians digitally to improve outcomes and reduce follow-up activity. Enable value-based healthcare.


  • Automated booking confirmations, updates and appointment reminders.
  • Self-service cancellations and rescheduling. Appointment slot refilling algorithm.
  • Patient-led/partial-booking and waiting list management.
  • Patient portal with care details, wayfinding, secure messaging, preferences
  • Digital letters and correspondence with advanced logic and subscription model
  • Value-based care and follow-up management, including PROMs and digital assessments
  • Fully supported transformation services: implementation, project management and on-going support
  • Comprehensive metrics, analytics and reporting tools. Full audit history.
  • Fully integrated with system(s) via HL7, database and FHIR APIs.
  • Personal health record (PHR); monitoring, test results, wearable integration etc.


  • Save money through DNA reduction and better clinic utilisation
  • Automate administrative processes. Improve administrative efficiency.
  • Reduce postage and telephony costs. Reduce call centre volumes.
  • Improve patient and staff experience with easy-to-use and modern tooling
  • Reduce wait times (RTT)
  • Reduction in face-to-face and unnecessary appointments (follow-up management)
  • Improve the number of patients you reach
  • Improved reporting and access to information (available 24/7)
  • Fully digitise outpatients services
  • Closer monitoring of outcomes and risk, and more patient-centric services


£0.01 to £1 per unit

Service documents


G-Cloud 11

Service ID

7 8 3 2 4 2 4 3 5 8 8 9 1 2 3


DrDoctor (ICNH Ltd)

Rinesh Amin

+44 8448 026 206


Service scope

Software add-on or extension
Cloud deployment model
Hybrid cloud
Service constraints
System requirements
Requires a modern, web-standards compliant browser

User support

Email or online ticketing support
Email or online ticketing
Support response times
Please refer to SLA within the terms and conditions attached.
User can manage status and priority of support tickets
Online ticketing support accessibility
None or don’t know
Phone support
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
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
Web chat is embedded within the management platform which is reviewed with users of all types for accessibility continuously.
Onsite support
Onsite support
Support levels
Please see detailed service levels in terms document
Support available to third parties

Onboarding and offboarding

Getting started
We provide onsite training
Service documentation
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Organisations can extract all data by exporting to CSV. Access to data contained in DrDoctor is available via a set of APIs.
End-of-contract process
At the end of the contract, the service is ended (no further messages can be sent) and all user accounts are disabled after 30 days. Organisations should ensure they have downloaded any data they require within this time period.

An invoice/credit note is issued within 30 days to cover any under/over usage following the end of the contract.

Subsequent access or user support is charged at £500/day.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
The service is a responsive web application, which naturally re-flows based on screen size/resolution.
Service interface
Description of service interface
The DrDoctor services includes user interfaces for staff and patients to access information. The interface is a responsive web application. Users can also access some information via SMS, email and interactive voice messaging (IVM).
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Accessibility of the whole platform and its components is regularly reviewed for accessibility issues with user groups.
What users can and can't do using the API
API is available for self integration between DrDoctor and third party systems, local applications (e.g. clinical portals)
API documentation
API documentation formats
API sandbox or test environment
Customisation available
Description of customisation
Workflows and content are configured via the management portal


Independence of resources
Service monitoring systems capture page performance, availability and apdex scores. Issues are notified to the technical team who adapt the system as needed.


Service usage metrics
Metrics types
Usage metrics, performance metrics and audit data
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
User control over data storage and processing locations
Datacentre security standards
Managed by a third party
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 another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
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
Organisations can extract all data by exporting to CSV. Access to data contained in DrDoctor is available via a set of APIs.
Data export formats
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
See SLA appendix in attached Terms document
Approach to resilience
Available on request
Outage reporting
A public status dashboard, private status dashboard and email alerts

Identity and authentication

User authentication needed
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
Partial obfuscation, scale and only presenting information where necessary to users with elevated permissions. All access activities are auditable.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Access to user activity audit information
Users contact the support team to get 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
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications
Any other security certifications
IGSoC - 100% at Level 3

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
Other security governance standards
IG Toolkit Statement of Compliance - 100% at Level 3 (Org code 8HY91)
Information security policies and processes
As per IGSoC (Org code 8HY91)

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
If changes are necessary, they will follow our IGSoC (Org code 8HY91) procedures.
Vulnerability management type
Vulnerability management approach
Threats are analysed regularly (including notification from 3rd party monitoring companies). Patches can be developed & deployed in as little as 6hrs.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
The service generates adequate audit events to support effective identification of suspicious activity
These events are analysed to identify potential compromises or inappropriate use of your service
We respond to incidents within 6hrs of detection
Incident management type
Supplier-defined controls
Incident management approach
Incident management procedure follows that covered by the Information Governance Toolkit Statement of Compliance (please refer to NHS IG Toolkit website)

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
Connected networks
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)


£0.01 to £1 per unit
Discount for educational organisations
Free trial available

Service documents

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