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.
Features
- 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.
Benefits
- 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
Pricing
£0.01 to £1 a unit
Service documents
Request an accessible format
Framework
G-Cloud 11
Service ID
7 8 3 2 4 2 4 3 5 8 8 9 1 2 3
Contact
DrDoctor (ICNH Ltd)
Ally Haddow
Telephone: +44 759816988
Email: ally.haddow@drdoctor.co.uk
Service scope
- Software add-on or extension
- No
- Cloud deployment model
- Hybrid cloud
- Service constraints
- None
- 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
- Yes
- Online ticketing support accessibility
- None or don’t know
- 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
- 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
- Yes
Onboarding and offboarding
- Getting started
- We provide onsite training
- Service documentation
- Yes
- Documentation formats
-
- HTML
- 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
- Yes
- Supported browsers
-
- Internet Explorer 11
- Microsoft Edge
- Firefox
- Chrome
- Safari 9+
- Opera
- Application to install
- No
- Designed for use on mobile devices
- Yes
- 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
- Yes
- 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.
- API
- Yes
- 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
- Yes
- API documentation formats
- API sandbox or test environment
- Yes
- Customisation available
- Yes
- Description of customisation
- Workflows and content are configured via the management portal
Scaling
- 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.
Analytics
- Service usage metrics
- Yes
- Metrics types
- Usage metrics, performance metrics and audit data
- Reporting types
-
- Real-time dashboards
- Regular reports
- Reports on request
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- 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)
- EU-US Privacy Shield agreement locations
- User control over data storage and processing locations
- No
- 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
- Yes
- 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
- CSV
- Data import formats
- CSV
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
- Yes
- 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
- No
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Other security certifications
- Yes
- Any other security certifications
- IGSoC - 100% at Level 3
Security governance
- Named board-level person responsible for service security
- Yes
- Security governance certified
- Yes
- Security governance standards
- Other
- 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
- Undisclosed
- 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
- Yes
- Connected networks
-
- NHS Network (N3)
- Health and Social Care Network (HSCN)
Pricing
- Price
- £0.01 to £1 a unit
- Discount for educational organisations
- No
- Free trial available
- No