Infocare Healthcare Services (UK) Ltd

Soteria

Soteria™ is a 'light' EMR for the GP market, and a smart layer for legacy acute EMR/PAS systems. Soteria offers patient ADTs, clinical noting, orders, decision support and coding, captured at the point of care. Soteria integrates with labs, prescriptions, voice/video, billing, insurance claims, eMPI and devices.

Features

  • Patient Admissions, Discharges, Transfers
  • Integration & Interoperability with all third parties
  • Clinical Decision Support
  • Clinical Forms Capture
  • Coded clinical data - SNOMED
  • Configurable forms and data caputure
  • Clinical Workflow tool
  • Mobile working at the point of care
  • Order processing - CPOE
  • Clinical chat

Benefits

  • Single view of Patient history
  • Mobile working
  • Improved quality of data captured
  • Coded data captured at the point of care
  • Improved quality of care
  • Decision support at the point of care
  • Eliminate double entry or data
  • MDT working
  • Coded data improves funding cycle
  • Improves patient flow

Pricing

£45 to £75 per user per month

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

8 4 7 7 9 6 3 9 9 0 1 4 3 9 8

Contact

Infocare Healthcare Services (UK) Ltd

Business Development

+44203 036 0553

anita.chiper@infocarehealth.com

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
Soteria works with, and in harmony with, existing clinical systems, EPR, PAS, Departmental systems and works as a presentation and interface layer. It can also work as a stand alone clinic and departmental system with interoperability between legacy solutions.
Cloud deployment model
Private cloud
Service constraints
Soteria Clinical Solution is an iOS Native application and is updated in line with the App Store guidelines and clients will be expected to update as necessary to maintain version release control and support.
System requirements
  • Hardware requirement - iPad device
  • Hardware requirement - laptop/desktop

User support

Email or online ticketing support
Yes, at extra cost
Support response times
This varies from customer to customer and the severity of the problem.
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
There is a single support system and it is based on keeping the system available at all times.
Tickets can be raised for any issue and these are then assigned severity level of 1 through to 4.
Extended support and out of hours support is available upon discussion and subject to contract negotiation.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Infocare provide a mixed approach to training and onboarding which starts with users being part of the configuration process throughout build and into Delivery and Onboarding.

Soteria has in built tutorial videos and help functions to explain key concepts of how to use the solution. This is accompanied by user documentation specific to the organisations configuration.

A tailored Train the Trainer package is key to any successful deployment since Soteria will have a different configuration at each organisation so Super Users are a key part of a successful deployment. Super Users will have typically been part of the project and configuration process.
Service documentation
Yes
Documentation formats
  • PDF
  • Other
Other documentation formats
Videos available from within the product
End-of-contract data extraction
Infocare could provide a customised data extract of the customers data depending on the need.
End-of-contract process
Infocare would provide the customer a customised off-boarding process or clause in case needed.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Chrome
  • Safari 9+
Application to install
Yes
Compatible operating systems
IOS
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Soteria Clinical is an iPad optimised Native Application and as such has been designed to work optimally on the iPad device and does not rely on a browser to render the frame and layout. Usability is designed into every keystroke and the App uses native features such as touchscreen, keyboard, voice to text, image captures, pinch & zoom and native notations. The desktop version gives access to a web browser to support patient administration and a level of clinical record access.
Service interface
No
API
Yes
What users can and can't do using the API
API and other methods of integration are delivered on a case by case basis depending upon the systems. Soteria has been developed with integration and interoperability as guiding principals.
API documentation
No
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Soteria's look and feel and Native App attributes are all set. In deployment the different care provider's specialty workflows, forms, notes, order points and dashboards are all configured by the deployment team. The term "configuration" rather than customisation is perhaps the correct way to view this. Personal user preferences are also available within the native application.

Scaling

Independence of resources
Customers in different areas are hosted on separate clusters of servers and databases.
If clusters are shared, they are monitored 24/7 for load and usage and can be expanded on demand.

Analytics

Service usage metrics
No

Resellers

Supplier type
Reseller (no extras)
Organisation whose services are being resold
Infocare UK is a reseller of the full Soteria solution

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
None

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
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 CSA CCM v3.0
  • 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 export approach
Infocare could provide a customised data import or data extract of the customers data depending on the need, which will be available in a future Soteria release.
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
Availability is a complex issue since data can be provided by multiple systems providing data, as well as the hardware in use at the Point of Care. Guaranteed availability is provided by the hosted platform SLA's and will be provided on a back to back basis in each case.
Approach to resilience
Depending on customers need and requirement we can provide multiple servers form a high availability service and high availability network infrastructure.
Outage reporting
We monitor from an external endpoint which alerts our NOC team 24/7 of any outages or services that are not running at 100% service level.

We inform users by email depending on contractual agreement.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Username and password restricted.
Access restriction testing frequency
At least every 6 months
Management access authentication
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
Yes
Who accredited the ISO/IEC 27001
Qualitas Veritas
ISO/IEC 27001 accreditation date
07/05/2019
What the ISO/IEC 27001 doesn’t cover
All staff (even if contracted) and offices, data centres used are all included, there is nothing omitted.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
No
Security governance certified
No
Security governance approach
Security in Infocare is operated on documented procedures and processes to ensure we operate following best practice scenarios from recognised industry standards.
Information security policies and processes
Security policies and processed are based on best practice scenarios from recognised industry standards. Network operations monitor 24/7 and will alert the designated security officer or relevant parties.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Infocare is following ITIL methodologies for change management and incident management. All changes or work being done on Production or UAT services require change request tickets to be filled describing the work to be done, the tests, and the roll back procedures (if applicable).
Separation of Duty then removes a single person from committing code and deploying it.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Infocare assesses potential threats by performing internal vulnerability scans once per month and applying patches where needed as soon as viable with information from NIST. This whole process is then checked by a certified external third party who performs a vulnerability scan and penetration test.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Infocare is using IDS and event monitoring systems to notify Operations of possible compromises. If these events are over a security threshold value the Operations team is paged and will respond 24/7.
Incident management type
Supplier-defined controls
Incident management approach
Infocare is following ITIL methodology for incident management and has a support portal, a support email and a support phone number where users can log incidents.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
Yes
Connected networks
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Pricing

Price
£45 to £75 per user per month
Discount for educational organisations
Yes
Free trial available
No

Service documents

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