Helicon Health Ltd.

Teladoc Health Cloud Video Consultation Solution (Telemedicine, Telehealth)

The Teladoc Health platform transforms how people access and experience healthcare. The recognised world leader in virtual care technology, we provide cloud software, purpose-built hardware, and services to enable the virtualisation of services across acute, outpatients, mental health and primary care. Use cases include Stroke, Critical Care, and Elderly Care.

Features

  • Telemedicine consulting within a hospital e.g. A&E to major specialties
  • Telemedicine consulting between hospitals for sharing expertise and MDT working
  • Telemedicine consulting between hospitals and community primary care services
  • Virtualisation of services/pathways across acute, primary/community, mental health, care homes
  • Connectivity to medical devices including dermacams, otoscopes, stethoscopes, blood pressure
  • Telemedicine consulting and monitoring for care home residents and home-care
  • FHIR, HL7, DICOM, API, Okta, ADFS, and enterprise integration
  • HiTrust certification of software security, with VPNs and 256AES encryption
  • Dynamic bandwidth management to ensure optimal clinical and patient experience
  • Fully cloud-hosted using Teladoc Health multi-host network ensuring 100% availability

Benefits

  • Enable closer working within hospitals (e.g. between A&E and specialties)
  • Enable access to specialists by out-of-hospital services (Primary, Community Care)
  • Virtualisation of consultation across adult, paediatric, critical, outpatient, primary care
  • Decrease service delivery costs, reduce travel, optimise workforce and estates
  • Reduce COVID-19 infection risk for patients and clinical teams
  • Improve clinical workforce wellbeing and work-life balance by enabling remote-working
  • Implement a strategic platform for the incremental expansion of telehealth/telemedicine
  • Disseminate and drive adherence to best practice
  • Uninhibited information flow across organisations using standards-based integration (FHIR, HL7)
  • Fast deployment, 100% network availability due to robust cloud network

Pricing

£780.00 to £1,500.00 a user a year

  • Education pricing available

Service documents

Framework

G-Cloud 12

Service ID

7 8 5 1 1 5 6 3 4 4 8 7 8 4 6

Contact

Helicon Health Ltd. Tony Bowden
Telephone: +44 (0)7850 905538
Email: info@heliconhealth.co.uk

Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
Our telemedicine platform can be used either as a standalone service or as part of a wider healthcare enterprise by enabling uninhibited information flow across the organisation. We support this through standards-based, bi-directional integration (FHIR, HL7, DICOM) with EPRs, PACS, LHCRE and other healthcare systems.
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints
Our system is architected for zero downtime for normal operations and functions, including maintenance activities. In the event of a network unscheduled downtime, customers and Teladoc Health field personnel are notified immediately via a text message system.
System requirements
  • OS: Windows 7 and 10
  • MacOS 10.14+
  • Android 9.0+
  • IOS 12.1+
  • Browser: Chrome 68+, Safari 12.1 for Native Safari
  • Safari 11+ for iOS app, and Firefox 61+
  • Connectivity: As low as 300 kbps
  • Web Camera / Mic: Any

User support

Email or online ticketing support
Email or online ticketing
Support response times
We provide a 24/7/365 Technical Assistance Centre to troubleshoot all support tickets remotely. We provide four levels of support tickets: - Level 1 (Critical) have an initial response time of 30-60 minutes - Level 2 tickets (High) have an initial response time of 60-90 minutes - Level 3 tickets (Medium) have an initial response time of 4 hours - Level 4 tickets (low) have an initial response time of 1 business day.
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Web chat is available in our software for registered users. Access and accessibility will be determined by the browser of choice. Our web chat is exclusively plain text-based, and excludes audio, video, graphics elements, captions, and colours.
Web chat accessibility testing
We are working towards several accessibility standards in our redesign of our UI/UX. At this time our software standards meet minimum requirements. We are working towards standards such as 508 Compliance, W3C WCAG 2.0, W3C WAI-ARIA, and IEC Medical Device Standards.
Onsite support
Onsite support
Support levels
We maintain our Technical Assistance Center (TAC). TAC acts as a Tier 1 Support Level to support all InTouch solutions. TAC is staffed 24/7/365 with low wait times and we continue to increase staffing to meet the demands of our call times. Each call is addressed within 30 minutes in accordance with the ticket severity level. Other support options include: 1) Provider Support - we offer live chat functions for immediate assistance when a provider is logged in 2) Patient Support - when customers deploy solutions that require patients to leverage their personal devices to access virtual consultations, we offer first line support to address technical issues or concerns that might arise during patient intake or video consultations. 3) Hardware Support - we proactively monitor by live network operations personnel to ensure maximum availability. We actively monitor all InTouch provided devices to ensure they are ready for use, and if something goes offline, we will proactively reach out to get it turned back online.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We deliver a full managed implementation service from programme/project management, solution design, change management, embedding and training.

During the implementation stage, we provide training for specific user groups that will be using our software (i.e. admin, provider, etc.) either directly or through a train the trainer approach. Full online training and user documentation is available.
Service documentation
Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction
Teladoc Health will follow customer guidelines with respect to handling customers’ data upon end of contract.
End-of-contract process
At the end of a contract: if to be ceased, the only potential cost is the removal of any supplied telemedicine devices, the cost of which will be determined by its nature and scale. An exit plan is developed with the customer during the contracting stage.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
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
Depending upon mobile device, operating system, and whether users download our app or are conducting in-browser sessions, there may be variations in the features available. For example, when using a mobile app with a cell phone form factor, the navigation features may differ compared to the desktop app.
Service interface
Yes
Description of service interface
Remote providers (users) can connect to patients via a desktop, laptop, tablet, or mobile device via a browser or app.. Patients can connect to remote providers using a temporary link for a virtual appointment using a desktop, laptop, tablet, or mobile device via a browser or app. In addition, if the patient is located in a facility, a purpose-built telemedicine device can be used for the remote provider to connect to the patient.
Accessibility standards
None or don’t know
Description of accessibility
Our updated design system includes numerous details to address accessibility including:
1. high contrast and larger copy (WCAG),
2. support screen readers and accessibility with tab focus states, alt-tags, etc. (WAI-ARIA),
3. language standards to meet 8th grade reading levels
4. automatically audited code for accessibility (WCAG and WAIT-ARIA)
5. responsive and scalable components (titles, buttons, forms that can be resized for low visibility users or to scale up buttons for users with mechanical difficulties, all without breaking the experiences)
Accessibility testing
We are working towards several accessibility standards in our redesign of our UI/UX. At this time our software standards meet minimum requirements. We are working towards standards such as 508 Compliance, W3C WCAG 2.0, W3C WAI-ARIA, and IEC Medical Device Standards.
API
Yes
What users can and can't do using the API
Our API capabilities allows us to support all major functions of our telehealth platform for the purposes of integration, including sending or receiving patient information, telehealth appointment information, visit notes, appointment slots, patient documents, and context aware linking. Our Solution Design team works with each customer to scope requirements and develop recommendations for integrations.
API documentation
Yes
API documentation formats
  • ODF
  • PDF
  • Other
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Yes, our platform is configurable with the use of a variety of feature toggles that can be enabled based on the use case and workflow. Many clinical use cases can be supported through the customisation of clinical notes, patient intake forms, and patient and provider notifications can be enabled for each clinical use case. A variety of practices can also be established, localised, and translated to support customer specific language and white labelling.

We offer a range of configuration tools that will enable construction of virtual interactions to support your clinical and business requirements. In general, the supplier will co-define the scope and then develop and deliver the configured system. The supplier will also train local leads to undertake configuration independently (for which supplier guidance and checks can be provided, if sought) for practice administration including setting up virtual waiting rooms and care locations, adding/removing users, and downloading data.

Scaling

Independence of resources
Our global infrastructure is designed around a mesh network concept, which provides built-in redundancy and failover from multiple data centres around the world. If a data centre reaches capacity or goes offline, all communications are routed through the closest neighbouring data centre

Analytics

Service usage metrics
Yes
Metrics types
Metrics provided include unique patient, visit, and call identifiers, patient name (first, middle, last), date of birth, gender, session wait start/end time, call start/end time, information regarding the waiting room in which the patient is waiting before the session begins, visit date, status, reasons for visit, provider(s) that conducted the visit. Further, if payments are collected through our platform, we can also provide visit fee amount, transaction ID, status, payment amount, and date.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Teladoc Health

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Developed Vetting (DV)

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
Yes
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
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
Other data at rest protection approach
We encrypt data in transit and at rest using AES 256 encryption. We restrict access to buildings or areas where data is stored, transmitted, or processed based on role and only to authorized personnel.
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
Depending on the requirement, Teladoc Health offers a variety of options for accessing data collected during and stored in our system. Data can be accessed to customers in a variety of ways, including through an Analytics portal, monthly performance reports, through a data sharing service, and/or through a direct data download in XML or CSV formats.
Data export formats
  • CSV
  • Other
Other data export formats
XML
Data import formats
  • CSV
  • Other
Other data import formats
XML

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection between networks
We follow TLS protocols to protect the transfer of data. AES-256 is used to encrypt data in-transit and at-rest to protect classified or sensitive information and data. Where appropriate, Teladoc Health also utilises VPN connections for specific products.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network
We follow TLS protocols to protect the transfer of data. AES-256 is used to encrypt data in-transit and at-rest to protect classified or sensitive information and data. Where appropriate, Teladoc Health also utilises VPN connections for specific products.

Availability and resilience

Guaranteed availability
To ensure the highest availability, our platform was architected and designed with dynamic bandwidth management. Our platform allows our network to enable telehealth consultations in low bandwidth instances to optimise sessions when limited bandwidth is available, such as when the provider is using a mobile device on a cellular network. Our network is 100% available with an average monthly uptime of 99.95%. To ensure the highest availability, Teladoc Health proactively monitors our network connectivity through our Technical Assistance Centre (TAC). If any device is not reporting connection, the TAC team will remotely resolve the issue before it is used for virtual consult.
Approach to resilience
The redundancy built into the Teladoc Health network assures that a connection can be made anytime, anywhere. As a Managed Service Provider, Teladoc Health maintains and operates a global server network, designed around a mesh network concept, which provides built in redundancy and failover. If a data centre reaches capacity or goes offline, all communications are routed through the closest neighbouring data centre. Data centres are geographically dispersed in multi-availability zones.
Outage reporting
Teladoc Health Services average uptime commitment exceeds 99% per calendar month. Over the past 3 months, we have averaged 99.9% system uptime. Planned scheduled downtime is communicated to the impacted group of customers via email with a two-week notice. Because of redundancy in the network, there is no planned unscheduled downtime, but we offer the option for customers to opt into receiving unplanned downtime notifications as well.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
The Teladoc Health authorisation service is based on a Role Based Access Controls model. For administrative users using management interfaces, and access to specific information or capabilities is limited by role.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • 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
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

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
  • ISO 13485:2016 Certificate
  • EU Medical Device Directive 93/42/EEC
  • ISO 13485:2016 MSAP Certificate for Canada effective
  • Basic EMC standard. CB Scheme certificates EMC standard testing.
  • HITRUST version 9.2, aligns with NIST, ISO, and other frameworks.

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
Other
Other security governance standards
HITRUST version 9.2 compliance. Our solutions also support country-specific standards, such as GDPR, HIPAA, PIPEDA, and others.
Information security policies and processes
Information security policies and procedures are outlined in our Security Programme procedures. These contain company sensitive information which cannot be shared in its entirety. Data security standards are managed and audited under the existing HITRUST CSF certification program (to be demonstrably certified, also, under ISO 27001 imminently), throughout the development and engineering lifecycles. Policy, procedure, enforcement and audit ensure the integrity of the data security programme and associated technical and administrative safeguards.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Teladoc Health manufactures its telemedicine system products (including hardware and software) under an ISO 13485:2016, ISO 9001, and 21 CFR Part 820 compliant Quality Management System (QMS). Products are tested to and comply with medical electrical equipment standards for basic safety and essential performance, electromagnetic compatibility (EMC) and/or information and communications technology (ICT) safety and EMC standards, depending upon the environment within which the products are intended to be used.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We conduct vulnerability scanning and penetration testing after each significant change. Vulnerability scanning and penetration testing are conducted annually and as necessary
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
The Teladoc Health Technical Assistance Centre (TAC) proactively monitors our network connectivity. In the event that any device is not reporting connection, the TAC team will remotely resolve the issue before it is used for virtual consult.
Incident management type
Supplier-defined controls
Incident management approach
Teladoc Health maintains policies and procedures for responding, investigating, mitigating, and reporting the outcomes of all alleged security incidents will be documented.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
Yes
Connected networks
  • Public Services Network (PSN)
  • Health and Social Care Network (HSCN)

Pricing

Price
£780.00 to £1,500.00 a user a year
Discount for educational organisations
Yes
Free trial available
No

Service documents