Diabetes Digital Media

Low Carb Program

The Low Carb Program is a digital behaviour change platform providing structured goal-focused education, personalised support and resources for type 2 diabetes and prediabetes patients to implement a lower carbohydrate lifestyle. The platform is a MHRA-regulated Class I Medical Device with CE mark, QISMET certified and NHS Apps Library approved.


  • Structured education personalised for type 2 diabetes and prediabetes
  • Community peer support from over 400,000 members
  • Behaviour change mentoring
  • Patient centered goal identification and setting
  • Personalised resources including culturally-specific meal plans and recipe ideas
  • Data insights and AI-led feedback to support sustainable habits
  • Explorable recipe library of over 1,000 tested recipes updated daily
  • Health tracking: track blood glucose, weight, mood, food and medication
  • Syncs with popular health apps + complementary Apple/Android Watch app
  • Implementation and engagement support led by Ascensia Diabetes Care


  • Safely augments traditional treatment pathways for patients
  • Peer-reviewed, published health outcomes demonstrating significant patient benefit
  • Demonstrated reduction in patient HbA1c, weight and medication usage
  • Structured education tailored to gender, age, ethnicity and dietary preferences
  • Localised education delivered in native language for South Asian communities
  • Behaviour change mentors to support patients 24/7 in real-time
  • Implementation and engagement support (supporting patients and healthcare professionals)
  • Healthcare professional onsite and digital training
  • Real-time reporting: Population health dashboard for clinician use


£90 per licence per year

  • Education pricing available

Service documents


G-Cloud 11

Service ID

8 1 4 8 9 2 8 2 5 7 6 2 3 2 9


Diabetes Digital Media

Arjun Panesar



Service scope

Software add-on or extension
Cloud deployment model
Private cloud
Service constraints
There are no service constraints other than a minimum operating system level.

Minimum software requirements are: iOS9 and above, Android 4.3 (Jellybean) and above, and Internet Explorer 9+, Edge, Google Chrome or Mozilla Firefox.
System requirements
  • IOS: iOS9 or above
  • Android: Android 4.3 (Jellybean) or above
  • Web: Internet Explorer 9+, Google Chrome or Mozilla Firefox

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response times are within 3 working hours during the week, and within 6 hours on weekends. Working hours are 8am - 6pm Monday to Friday, and 10am - 5pm on weekends.
User can manage status and priority of support tickets
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
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 available through a ticketing system and also on the platform. The platform has been tested with assistive technology such as screenreaders and validated to work as expected.
Onsite support
Yes, at extra cost
Support levels
To ensure that full implementation is successful the programme includes service support provided by Ascensia Diabetes Care to ensure that healthcare professionals (HCPs) in primary care are equipped and confident to use the programme with their patients. All organisations receive a Healthcare Partnership Manager (Account Manager) to oversee technical queries, implementation, engagement and sustainability, available at all times.

Implementation support includes implementation, engagement and sustainability training and resources. A major component of this is to provide comprehensive training for healthcare professionals according to their requirements and the needs of their patient population. This would entail primary care healthcare professionals attending a workshop(s) locally which will be delivered by experts to enable carers to provide the appropriate care and support to the patients using the Low Carb Program.

Extensive training, support materials and healthcare professional community are also available through the digital Low Carb Program HCP online training hub.

Ascensia Diabetes Care will also work with the surgery and/or CCG to develop a suitable programme of direct patient engagement using appropriate communication channels for the local community.

Implementation support costs are variable based on the number of patient licences purchased and also the number of people involved in on-site training.
Support available to third parties

Onboarding and offboarding

Getting started
Users starting the service are supported by extensive implementation and engagement support provided by Ascensia Diabetes Care to ensure that healthcare professionals in primary care are equipped and confident to use the programme with their patients. The Healthcare Partnership Manager is liason for all concerns.

Getting started is simple:

1. Healthcare professional training: Training for healthcare professionals is delivered according to the requirements and the needs of the local patient population. This entails primary care healthcare professionals attending a workshop(s) locally delivered by experts to enable carers to provide the appropriate care and support to the patients using the Low Carb Program. A digital platform provides healthcare professional training and resources for healthcare professional/patient engagement.

2. Select audience: Ascensia Diabetes Care will also work with the surgery and/or CCG to develop a suitable programme of direct patient engagement using appropriate communication channels for the local community.

3. Engagement training: onsite and digital training on how to enrol users onto the platform, how to use the platform and physical resources to support users.

4. Onboarding: Enrolment of patients into the platform with near real-time population feedback.
Service documentation
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction
There is a Population Health Management Dashboard where users can extract data for all of their users. Data can also be passed back directly via secure channels.
End-of-contract process
The £90 per-patient licence fee covers access to the Low Carb Program for 3 years.

At the end of the contract, surgery/CCGs can extend the contract offering if desired. If not, members enroled on the Low Carb Program will be informed that their service access is coming to an end.

Users will be presented with three options - to subscribe for the service to continue their membership, to not subscribe for the service but remain as platform members (users can upgrade at any time), or users can delete their account.

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
  • Other
Designed for use on mobile devices
Differences between the mobile and desktop service
Desktop services receive BETA features first. Desktop service has a larger interface and works with screen readers. Desktop service is WCAG 2.0 AA compliant.
Service interface
Description of service interface
Service interface provides the desktop experience for web users. This allows users to explore education, community support, behaviour change mentor support, personalised resources, recipes, help area, support area, and explore frequently asked questions. The service interface meets WCAG 2.1 AA.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Service interface has been tested by users with visual impairments with a BETA test group of 5,000 users. It has been tested with popular screen readers to ensure accessibility.
Customisation available
Description of customisation
Buyers can customise education received by patients to local health economy - cultures, available foods, languages and medical settings. Bespoke education can be created for local communities. Education, support and resource development will be led by the Healthcare Partnership Manager in conjunction with the buyer.


Independence of resources
The Low Carb Program platform's technical architecture has been developed such that additional load to the service does not impact other users. A scalable private cloud is used that upgrades the amount of resource (CPU, RAM, nodes) being used by the platform, so users aren't affected by other users' demands.


Service usage metrics
Metrics types
Engagement and health metrics are provided on all patients who opt-in/consent to having their data shared. Data is aggregated unless individual data sharing has been opted-in to.

Engagement level data shows: total number of vouchers issued, activation rates, completion rates and in-app time. Demographic data also available which includes location and surgery details.

Health metric data shows: weight change, blood glucose level change, HbA1c change, change in medications and their dosages.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type
Not a reseller

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
Data storage and processing locations
United Kingdom
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
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • 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
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
Buyers can see population data on a Population Health Dashboard which is provided to buyers seperately to manage their population's health. CSV/TXT/Excel data exports to the buyer as requested. Users can export their patient data from the platform itself on the web through the Health Tracking cards within the Low Carb Program.
Data export formats
  • CSV
  • Other
Other data export formats
  • TXT
  • XLSX
  • XLS
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
Service level agreements with all providers of resources guarantee 99.99% availability and uptime. Users are refunded with extra hours/days of access to the platform to compensate for any unavailable time.
Approach to resilience
All providers operate SLAs with guaranteed availability. Datacentre setup resiliency is led by Senior Management Team (including CDO, CEO, COO, CTO, CIO). The system has been designed for resiliency as a MHRA-approved Class I Medical Device with CE mark. The system complies with Mobile Application Security Verification Standard (MASVS) Level 2+R and WCAG 2.0 Level A and WCAG 2.0 Level AA compliance. Sensitive, personal data is not stored on the device. Datacentres are optimised to deal with load using a load-balancing system which operates to optimise the physical resources required to meet user demand and load. Datacentres have physical and digital security, including 24/7 security. All datacentre data is backed up daily. The architecture has been evaluated by cyber-security experts and confirmed as being resilient.
Outage reporting
There is a public dashboard to report service outages for all areas of the platform. Email and notification alerts are also sent to service users in case of outage, alongside social media posts.

Identity and authentication

User authentication needed
User authentication
Username or password
Access restrictions in management interfaces and support channels
Management interface and support channel access restriction is ensured through monitored access to channels, with user logins and discussions archived for integrity analysis. Access is restricted to username/password credentials, with 2 factor authentication to ensure the user stated is the user using the interface/channel.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • 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 receive audit information on a regular basis
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
  • Cyber Essentials
  • IASME Governance
  • ISO/IEC 27001:2015 self-accreditation (BSI assessment underway - expected: 30/6/2019)
  • CSA STAR accreditation (underway; certification expected: 30/6/2019)

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
DDM employ numerous security policies and processes in place including but not limited to: Clinical Risk Management Policy, CE Mark Policy, Information Security Policy, Corporate Social Responsibility Policy, Data Protection and IG Policy, ISO 27001 and Complaints Procedure.

Any feedback or queries regarding any of the policies and processes is sent to the DPO immediately and if required this is escalated into a response meeting, rather than waiting for our monthly company wide meetings. Quarterly management meetings are held in order to review and update all organisational policies. Roles and responsibilities are clearly demarcated within each policy and process, along with the reporting and maintenance cycle.

All bugs, feedback and incidents are immediately reported into internal communication software to CEO, CTO, CDO, CIO and COO (Management Team). Weekly meetings enforce policies with CTO, CIO and CDO reporting to COO and CEO. All users are trained on joining DDM on technical, security and medical issues and informed of processes and policies. Only 2 employees have access to user data, otherwise data is shared in anonymised format. All data access is logged and policies and processes reviewed every 3 months. CDO, Management Team and Medical Officers review policies and processes quarterly.

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
All feature requests and updates are discussed in weekly meetings, which are minuted. New features and updates are evaluated by DDM Medical Panel to determine clinical and technical hazards. All risks and hazards are listed and component evaluated. Components that pass clinical and technical governance are placed on digital project boards and tracked from development through to user evaluation. Finished components are archived and updated with any bugs or features. All new technical features follow UAT Testing Procedure, including testing all data storage and transfer security.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Potential threats to services are assessed in terms of clinical and technical impact by the entire Engineering Team. Any threats regarding safety, including data security and immediately prioritised. Patches are deployed with 48 working hours of identification. Threats will be identified from UAT (regression, unit testing, etc), BETA testing, third-party organisations (penetration testing), real-time usage and clinical evaluation alongside news from security websites and resources. All bugs, exceptions and crashes are reported in real-time and patched within 48 working hours.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Potential compromises are identified through weekly log analysis, expert testing, UAT testing, BETA use and real-time usage. All data access requests and logged with only 2 employees with appropriate credentials. Software that monitors data packets in/out of the architecture is constantly on and can be used to identify compromises. All incidents are responded to within 4 business hours. When a potential compromise is found, all data access and credentials are changed, IP whitelists and blacklists are updated and appropriate bodies (including ICO, MHRA), and subjects informed where appropriate.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
There are incident management processes in place for the service for common events, which are actively deployed in response to security incidents. This includes pre-defined processes are in place for responding to common types of incident and attack. Processes are robust, well tested and rehearsed. Users can report incidents through the website, social channels, within the app/platform, via email or through ticketing system. In-house AI algorithms monitor for adverse effects and clinical incidents. Incidents of relevance are reported within 5 business days of alert and provided as PDF a report.

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


£90 per licence per year
Discount for educational organisations
Free trial available

Service documents

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