Medxnote Messenger

Medxnote is a secure and information governance (IG) compliant mobile instant messaging application (app) for healthcare. It’s designed to replace Hospital Pagers and unsecure consumer messaging apps such as WhatsApp, iMessage and SMS Text, providing doctors and medical staff with features and tools to maximizes productivity and accelerates workflow.


  • Clinical Communications platform
  • Information Governance Compliant Instant Messaging
  • Data Protection Compliant
  • Mobile Apps for iOS and Android
  • Secure data encryption in transit and at rest
  • WhatsApp, iMessage and SMS Text replacement
  • Integration to existing Clinical Systems and Data Silos
  • HL7 FHIR in-app integration engine


  • Information Governance and Data Protection Compliant
  • Replace unsecure consumer messaging apps.
  • Solve the 'WhatsApp Problem' in the NHS
  • Prevent Data Leakage from your organisation
  • Replace Hospital Pagers
  • Integrate to existing clinical IT systems


£2 to £4 per person per month

Service documents

G-Cloud 9



Niall Rafferty

07397 940 202

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints No
System requirements
  • Requires iOS 8.0 or later.
  • Requires Android 2.3 and up

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Our standard service desk offering is to provide the helpdesk during business hours (Monday-Friday 8:00-18:00 excluding bank holidays). In the case of a high priority service outage we provide a 24/7 emergency hotline support phone number to your service desk.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support No
Support levels When an issue or incident is raised with the Medxnote support desk, a priority level (based on the urgency and impact of the issue) will be agreed between the reporter and Medxnote.

First Level Response. If required first level support directly to users can be arranged at an additional cost.

Second Level. We offer second level support to your service desk as part of the standard offering.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Online Training & Knowledge Base
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction N/A
End-of-contract process At the end of the contract all user data logs are transferred to the buyer.
The apps are then disabled after a changeover period.

Using the service

Using the service
Web browser interface No
Application to install Yes
Compatible operating systems
  • Android
  • IOS
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Medxnote Messenger is a mobile application designed for iPhone and Android smartphones.
Accessibility standards None or don’t know
Description of accessibility Accessibility settings can be changed in the settings menu of the smartphone.
Accessibility testing N/A
Customisation available No


Independence of resources Elastic cloud approach supported


Service usage metrics Yes
Metrics types Daily Active Users
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations United Kingdom
User control over data storage and processing locations No
Datacentre security standards Supplier-defined controls
Penetration testing frequency At least once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Medxnote adopts a 'Privacy by Design' Data Architecture and we do not retain user generated data.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks End to End Encryption
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Other
Other protection within supplier network End to End Encryption

Availability and resilience

Availability and resilience
Guaranteed availability We have a target availability level for the service of 99.9% as part of the standard offering. This determines when the service must be available and limits the downtime (with the exception of maintenance).
Approach to resilience Available on request
Outage reporting Email alerts

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels Admins only have access.
Access restriction testing frequency At least once a year
Management access authentication Username or password

Audit information for users

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 User-defined
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Information security policies and processes Medxnote information and security policies are underpinned by our IT Service Management system.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Change impact assessment
Revision testing of mobile apps
Vulnerability management type Supplier-defined controls
Vulnerability management approach Vulnerability assessment
Vulnerability monitoring
Vulnerability mitigation prioritisation
Vulnerability tracking
Vulnerability mitigation timescales
Protective monitoring type Supplier-defined controls
Protective monitoring approach Active heartbeat monitoring on all servers
Test message emulation and usage reporting
Regular scheduled port scanning
Review firewall logs
Incident management type Supplier-defined controls
Incident management approach 24/7 Hotline Phone number
Incidents are classified
Priority 1 issues are responded to immediately
Incidents reports are e-mailed to customer within after event is resolved.

Secure development

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Public sector networks
Connection to public sector networks No


Price £2 to £4 per person per month
Discount for educational organisations No
Free trial available No


Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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