MEG Support Tools
MEG Support Tools is a flexible Quality Improvement and Patient Safety solution for acute care facilities, delivering streamlined regulatory and accreditation compliance across hospital departments. A suite of powerful mobile tools provides capabilities including paperless inspections & auditing, action plans, task delegation, incident reporting, document management, and real-time report generation.
- Go paper-free; capture inspection data and complete audits digitally
- Create action plans, delegate and track tasks, set trigger alerts
- Report incidents in real-time, quickly and accurately
- Customisable management reports to bring your data to life
- Generate real-time reports and drill-down for deeper insights
- Make your data meaningful with insightful, appealing dashboard and reports
- Set up trigger alerts for deviations from performance benchmarks
- Compare performance between different hospital areas
- Customisable by client for different audits, question sets, answers
- Enjoy paperless workflows, typically halving inspection and audit times
- Understand performance across hospital(s), department or ward
- Quickly identify issues and areas of poor performance using heatmaps
- Produce appealing, insightful and sharable reports in minutes
- Get a quick snapshot of compliance across your hospital
- Gain clarity and assurance with performance tracking and audit trails
- Work flexibly using mobile or desktop devices, online or offline
- Improve staff engagement and accountability with the easy-to-use mobile app
|Software add-on or extension||No|
|Cloud deployment model||Private cloud|
We aim to support latest versions of popular browsers and we're backwards compatible with older versions of browser and operating systems multiple versions behind.
The app requires Internet access to log in and upload data, but can be used offline during inspection.
If data collection using a mobile device is required, MEG is compatible with iOS and Android OS, multiple versions behind.
|Email or online ticketing support||Email or online ticketing|
|Support response times||We aim to respond to clients within 4 working hours for High Level support issue, within 24 hours for Normal Level support issue during weekdays.|
|User can manage status and priority of support tickets||No|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
|Support levels||Online, email and phone support are included within the software licence fee. On-site support will be provided at a cost of £900 per day excluding VAT.|
|Support available to third parties||Yes|
Onboarding and offboarding
Users will be provided with all the material needed to get started with the application: User guides, support documentation, how-to videos.
Onsite training is provided for customers who require a supported implementation, along with set-up support. All of this can be tailored to a specific client's needs.
|End-of-contract data extraction||MEG will provide the client with its data in an electronic csv or Excel format for compatibility with future systems.|
At the end of a contract, MEG will archive or delete the data as per client's request.
If required, MEG will supply the client with its inspection data in electronic csv or Excel format for compatibility with future systems.
All users' access to MEG will be revoked.
If historical data is required in a tailored format, MEG can supply this to the client at an additional cost.
Using the service
|Web browser interface||Yes|
|Application to install||Yes|
|Compatible operating systems||
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||Mobile-optimized page layout is used on mobile devices, but features remain the same as on desktop version.|
|Description of service interface||Our web portal allows users with sufficient privileges to view reports, review submitted data and manage the hospital's resources (users, wards, rooms etc.)|
|Accessibility standards||None or don’t know|
|Description of accessibility||No limitation for users using accessibility technologies.|
We've tested the system using text scaling option.
Text scaling feature is built into the mobile app.
|What users can and can't do using the API||
API can be used to access hospital's resources such as ward structure, audit forms and raw audit data.
API can be used to submit audit data.
Other features are available on request.
|API documentation formats||
|API sandbox or test environment||Yes|
|Description of customisation||
The following can be configured by the client from user dashboard (with specific user credentials):
1. Setting and updating of users passwords.
2. Granting access to auditors to new audits.
3. Setting up and changing of custom audits: editing questions and answers, compliance calculation of question, help text, supporting graphic, order of questions, order of question categories / sections, making questions required/not required, etc.
4. Setting up and changing of sites, directorates, wards, auditor teams, etc.
5. Customisation of audit schedules.
6. Excel download of data can be customised by fields required.
The following can be configured by MEG:
1. Customisable graphs and reports to clients needs.
2. RAG scores per audit.
3. Customisation of QIP (Quality Improvement Plan) dashboard layout.
4. Add signature required to specific audit forms.
|Independence of resources||We have a strategy in place to ensure that users are not affected by increased demand and we monitor our servers continuously. We also monitor our service levels to ensure sufficient support staff are available to meet customers' needs.|
|Service usage metrics||Yes|
|Metrics types||Users can view metrics of inspection usage through the Web Portal dashboard.|
|Reporting types||Real-time dashboards|
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||None|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||European Economic Area (EEA)|
|User control over data storage and processing locations||Yes|
|Datacentre security standards||Supplier-defined controls|
|Penetration testing frequency||Never|
|Protecting data at rest||
|Other data at rest protection approach||Private key authentication is required to access servers over ssh|
|Data sanitisation process||No|
|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||Users can export their audit data to pdf, Excel, csv formats at any time using built-in options in the dashboard as well as have access to their data in real time via API.|
|Data export formats||
|Other data export formats||
|Data import formats||
|Other data import formats||
|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||99% service availability, assured by Cloud Service provider|
|Approach to resilience||Available on request|
|Outage reporting||Private dashboard and e-mail alerts. Clients will be notified about relevant outages on request (opt-in).|
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||Developers who have access to the server management interface via ssh must use pivate key authentication. Other, unused, access channels are blocked (telnet, ftp etc) on firewall level.|
|Access restriction testing frequency||At least once a year|
|Management access authentication||Other|
|Description of management access authentication||Private key ssh connection|
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||User-defined|
|Access to supplier activity audit information||Users contact the support team to get audit information|
|How long supplier audit data is stored for||User-defined|
|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|
|Other security certifications||No|
|Named board-level person responsible for service security||Yes|
|Security governance certified||No|
|Security governance approach||
Our CEO is directly responsible for Security Governance. This starts with a Company Culture which puts a big emphasis on data security. All security policies and procedures are approved and enforced by CEO.
Key areas such Product Development, controls on access to office building and devices are reviewed regularly for security risk.
|Information security policies and processes||Internal Security Policies are the direct responsibility of CEO. All team members including Technical, Marketing, Sales and Support must adhere to the policies and report any non-compliance they witness to the CEO.|
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||Code changes pass through testing and review process to ensure all security implications are assessed.|
|Vulnerability management type||Undisclosed|
|Vulnerability management approach||Patches can be deployed within an hour from the threat being discovered. Patches pass through the same automated testing process as regular updates before being automatically deployed.|
|Protective monitoring type||Undisclosed|
|Protective monitoring approach||Compromises are identified via regular code review process. Any issues are addressed immediately after discovery (within 48 working hours).|
|Incident management type||Undisclosed|
|Incident management approach||Users can report an incident via e-mail or a form available in the system. Similarly incident reports will be communicated via e-mail.|
|Approach to secure software development best practice||Supplier-defined process|
Public sector networks
|Connection to public sector networks||No|
|Price||£10 per unit per year|
|Discount for educational organisations||No|
|Free trial available||Yes|
|Description of free trial||
1. Access to app within the customer organisation
2. Trial expires after one month
3. Online/email/phone support
|Link to free trial||https://www.megsupporttools.com/contact|