Upstream Health

Upstream Population Health Suite

A complete set of population health analytics, and mobile first applications to join working across the health, social care and voluntary sectors. Combining, risk stratification, with collaboration tools, key clinical functions and deep record integration, all centred around our patients and their families.


  • Risk stratification and cohort identification
  • Team & patient level collaboration
  • Cross health and social care integrated workflows and pathways
  • Mobile medical record (EMR) with core clinical task support
  • Intelligent forms and escalation policies
  • Real-time intervention radar
  • Consolidated health, social and Voluntary Service directory
  • Patient engagement, record access and support
  • Voluntary sector support
  • Outcomes and benefits management


  • Integrate teams and processes across multiple organisations
  • View complete patient record across health, social and voluntary
  • Create intelligent workflows to provide targeted and real time interventions
  • Quick referrals within and across organisations
  • Instant message and video conference between teams / patients
  • Complete patient signposting to cheaper and more effective health services
  • Engage and support the voluntary sector
  • Support patients to self manage
  • Reduce length of stay, DTOC through improved workflow
  • Identify patient cohorts , track and improve their outcomes


£0.10 to £0.40 a person a year

Service documents

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G-Cloud 12

Service ID

8 4 7 0 2 9 0 6 3 4 9 3 0 8 6


Upstream Health Darren Crombie
Telephone: 01482 400211

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
Upstream Intelligent Interventions
Upstream Insights Studio
Cloud deployment model
Public cloud
Service constraints
Mobile applications are limited to Android and IoS support. No Microsoft phone platform support.

Internet explorer version 11, firefox or chrome required to use analytics components.
System requirements
  • OS : Android 5.0 upwards / iOS 8 upwards
  • Network : 3G/4G/Broadband internet
  • Enterprise owned devices / BYOD with OTP device authorisation
  • Apple app / Google Play Store (Enterprise accounts)
  • Minimum mobile screen size 5.0 inch (Android)
  • Minimum mobile screen size 4.7 inch (Apple iPhone)
  • IE11 / Chrome / Firefox / Safari (Desktop only)
  • 1024 x 768 Resolution (Desktop only)

User support

Email or online ticketing support
Email or online ticketing
Support response times
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
24 hours, 7 days a week
Web chat support
Onsite support
Onsite support
Support levels
Details included in the Service Definition Document.
Support available to third parties

Onboarding and offboarding

Getting started
End Users :

Our workflow solution applications have an intuitive design and do not require structured training to use. Once downloaded and installed any user that is familiar with either Android or iOS apps can start using our solution and be effective.

System Administrators :

We do provide onsite training on the configuration tools used to setup and use our solution. For example, the ability to setup users, menus, local workflows or forms.

We supplement our on-site training with electronic user guides and videos which are shared as part of our classes.
Service documentation
End-of-contract data extraction
We provide
1 - A copy of the database which can be interrogated in future by the client utilising SQL queries.
2 - A full data extract of the solution into various different formats through the included data extract and reporting module.
End-of-contract process
Within contract price:

At the end of the contract the following steps are taken.
1 - Application network connections closed.
2 - Applications removed from google play store and apple store (iOS).
3 - Replica of Healthplug workflow and Healthplug clinical databases are taken.
4 - Replicas are issued to client via a secure mechanism (e.g. secure FTP), with client signature of handover/acceptance.
5 - Extracts of reports / templates are created by customer via reporting solution and stored locally.
6 - Server and database architecture is decommissioned.
7 - Access to any proprietary content is revoked (user guides / training materials etc)
8 - Support processes are updated to remove client from supported service.

Additional to contract price:

The following option is available for a limited cost post contract closure

1 - Reporting application access and database hosting - We can host the DB containing all historic data and provide access to it for the purpose of reporting / audit through our reporting module. Only 3 user accounts will be maintained and supported as part of this.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Compatible operating systems
  • Android
  • IOS
Designed for use on mobile devices
Differences between the mobile and desktop service
The difference is minimal. However, our Collaborate and Citizen apps are mobile first and use mobile technology which is not available via the desktop browser. e.g. Instant notification, GPS location services, IoT phone integration etc.
Service interface
Customisation available
Description of customisation
End users - End users can configure the information that is displayed to them in the patient record, the menu options, the alert frequencies and the notification protocols

Config users - We provide a configuration toolset to allow users to create their own forms, workflows and reports.

Analytics users - Our analytics users get the full set of functionality available from Power BI to create new reports, dashboards, and interrogate data.


Independence of resources
Each client has a dedicated architecture hosted on the Azure cloud which can be scaled up in line with demand.

Environments are actively managed and scaled up automatically in line with need. Any escalations / issues appear in our Azure service portal for immediate resolution.


Service usage metrics
Metrics types
Following stats are broken down by mobile and desktop users:

Logged in users, and session durations.
Total transactions. Transactions over time.
Average response times. Response over time.
SLA mapping/breaches.

Other metrics available on request
Reporting types
  • Regular reports
  • Reports on request


Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Security Clearance (SC)

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
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
Physical access control, complying with CSA CCM v3.0
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
Workflow Reporting
Upstream offers a flexible reporting solution that allows you to create your own tabular or graphical reports over the information that is captured over our platform.
Key features include:
1. Design custom reports using our data dictionary
2. Design as various formats including as graphical charts or as tabular reports
3. Export to excel for further analysis or as PDF for document distribution
4. Simple reporting dashboard with widgets like interface
5. Automatic reports that can be scheduled to run at regular intervals
Data export formats
  • CSV
  • Other
Other data export formats
Data import formats

Data-in-transit protection

Data protection between buyer and supplier networks
Private network or public sector network
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
99.9% service availability is guaranteed via Microsoft as part of our Azure hosting solution.

If these SLAs are missed by Microsoft then Upstream will pass through any reduction in that we receive again the infrastructure costs. (Currently, if Microsoft fail to hit SLA they apply a 10% discount).
Approach to resilience
We include Microsoft Site Recovery as a recommended option for our deployments.

This reduces application downtime during IT interruptions, without compromising compliance. Microsoft disaster recovery provides comprehensive coverage across our Linux and Windows servers.
Outage reporting
Any outages trigger an email alert to our customers and are managed through our robust service management processes.

Based on the outage type our Business Continuity and Disaster Recovery plan would be triggered.

Identity and authentication

User authentication needed
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
Access restrictions in management interfaces and support channels
The primary interface to raise requests into the service is online via Jira.

An agreed list of service users is maintained with the client with the responsibility of raising service requests / issues. This includes a list of specific names and email addresses which we use to create the Jira accounts and ensure that only users authorized by the client raise requests.

If a call is received to the service desk then the users credentials are checked to ensure that they are authorised, and the user must provide the Jira details for us to discuss.
Access restriction testing frequency
At least once a year
Management access authentication
2-factor authentication

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

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance approach
Security activities are part of our core organisation’s goals and priorities.
We are a small company and our CEO takes the lead on security decisions
We track security decisions and ensure accountability.
We emphasise security with our subcontractors / partner including as agenda item on standing meetings.
We are a subscribed member of the Humber Business Resilience Forum to stay up to date on new threats and actions needed (
Information security policies and processes
We are an SME organisation so have a simple reporting structure. Our policies are shared with all employees, included in our induction process, and enforced through our reporting structure, personal objectives, and checkpoints.

We have formed our policies from the NHS Digital data and cybersecurity templates to ensure that our approach aligns to that of our NHS partners.

Examples of the policies we adopt include (but are not limited to):
Acceptable use - make all staff aware of the acceptable use of information systems and technology.
Antivirus and malware - protect properly against viruses and malware
Application security - software applications on all IT networks and equipment, including smartphones
Business Continuity - management of contingencies in the event of a business continuity scenario
Contract and supplier security management - We outsource therefore need appropriate controls and safeguards are in place to properly protect data and systems
Data handling - management of data flows and processing
IG Incident management - process for handling information governance incidents.
Patching policy - Approach to ensure that our servers remain up to date and secure (linking to Azure).

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
The Upstream Change Management Process provides standardised methods and procedures for the efficient and prompt handling of all changes, including those to the services provided, or the introduction of new clinical and support services.

All changes are logged and then processed through technical and clinical approval. This includes an assessment of the change impact to the technical infrastructure, applications, data model, supported processes,

Changes are then planned and executed with status tracked via the change management tools, with audit held within Azure.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Our solutions are hosted in Azure and we utilise the vulnerability assessment in Azure Security Center as a recommended option.
This provides vulnerability and health monitoring data back to Security Center and we can quickly identify vulnerable VMs on the Security Center dashboard.

Once a potential threat is identified we review recommendations and take appropriate action, prior to applying updates to the threat within the Security Centre to ensure they are tracked.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
We utilize the Azure Security Centre to continuously monitor the security of our servers, networks and Azure services using hundreds of built-in security assessments that are included in the Azure platform.

Security flaws are reviewed on a daily basis and resolved in line with suggestions. For example, critical suggestions will be fixed within the hour, whereas moderate threats may be scheduled into the next patch/policy update.
Incident management type
Supplier-defined controls
Incident management approach
We use Jira to manage our issues, development suggestions and changes.

We share our process with users as part of deployment.

Users can log issues directly within Jira. These are the triaged within our support function for resolution within our SLAs.

Users can view live status of raised issues within Jira and review updates / planned fix sprint.

Users can produce extracts from Jira of all issues raised by their organisation for the purpose of reporting.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
Connected networks
NHS Network (N3)


£0.10 to £0.40 a person a year
Discount for educational organisations
Free trial available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Tell them what format you need. It will help if you say what assistive technology you use.