An all-in-one referral management solution reducing unnecessary A&E attendances and outpatient appointments. SmartReferrals makes it easy for clinicians to communicate and share information across healthcare organisations. Combining telephone Advice & Guidance, secure image sharing from smartphones, instant messaging, virtual video consultations and referral pathways with NHS spine and eRS integration.


  • Referral pathways management
  • Telephone Advice & Guidance
  • Secure photo sharing using smartphones
  • Instant messaging
  • Virtual video consultations
  • Integrate with Electronic Medical Records
  • Integrate with Patient Administration Systems
  • NHS spine integration
  • NHS eRS integration
  • Referral flow dashboard for A&E and specialist services


  • Improve patient flow
  • Reduce unnecessary A&E attendances
  • Reduce outpatient appointments
  • Deliver Advice & Guidance over the phone or through messaging
  • Manage more patients in the community
  • Improve internal and external referrals
  • Deliver virtual video consultations
  • Customise referral pathways in response to data on patient flow
  • Manage straight to test referral pathways
  • Enable secure remote working


£9.99 per instance

Service documents


G-Cloud 11

Service ID

8 9 3 0 2 2 4 1 1 9 8 4 2 9 5



Owain Rhys Hughes

0203 858 0124

Service scope

Software add-on or extension
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
IOS app requires version 10 or above.
Android app requires version 5 or above.
System requirements
  • Processing speed equal or greater than 2GHz Intel or comparable.
  • JavaScript enabled browser.
  • Cookies enabled browser.
  • Microsoft Office 2000 or later.

User support

Email or online ticketing support
Email or online ticketing
Support response times
We respond to all customer queries, regardless of priority, within 60 minutes during office hours or within 60 minutes of the start of the following day if out of hours. Urgent, mission critical queries will be answered quicker.
User can manage status and priority of support tickets
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), 7 days a week
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
Formal testing scheduled in this financial year.
Onsite support
Onsite support
Support levels
We provide a service level agreement to each customer commiting to 99.5% availability as standard. Each customer has access to our support desk during office hours 9am till 5pm Monday to Friday as standard. In addition, they are allocated a non-technical account manager.
Technical account manager and engineering time are charged according to our standard day rates.
Support available to third parties

Onboarding and offboarding

Getting started
Users receive an invitation to onboard via email. They can complete the process themselves within 60 seconds.

This can be scaled across an organisation or organisation at any scale and with any roles.
Service documentation
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
Video tutorials
End-of-contract data extraction
At the end of the contract the customer organisation will be able to automatically extract all data controlled by them within the SmartReferral system through their administrator account.
End-of-contract process
We will provide the ability for the customer to extract all data they control from the SmartReferral system. Cinapsis will provide 1/2 days support to assist with this process if necessary. Additional support will be charged at our standard day rate.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
SmartReferrals allows users to securely take images securely using their smartphone.

The same functionality can be achieved through desktop but would require a webcam.
Service interface
Description of service interface
SmartReferrals is entirely configurable through the service interface.

Customers can assign administrative users and give them control of:

Referral pathways
Referral forms
Decision aids
Communication channels
User roles and access
Service design
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Formal testing with users of assistive technology will be completed in this financial year.
What users can and can't do using the API
Through our APIs customers can integrate with their Electronic Medical Record Systems (EMRs) and Patient Administration Systems (PAS).
In addition, they can integrate their rostering systems into SmartReferrals.
API documentation
API documentation formats
Open API (also known as Swagger)
API sandbox or test environment
Customisation available
Description of customisation
SmartReferrals by Cinapsis can be customised:

Referral pathways - including straight to test.
Communication channels.
User roles and access.


Independence of resources
We have independent service level agreements with each of our customers. SmartReferral servers are deployed as a multi-machine clusters in a load-balanced fashion. User demand on SmartReferrals is continuously monitored and is responsively scaled horizontally by adding additional application servers to the cluster to handle request load.


Service usage metrics
Metrics types
We report on number of users, number of cases and type of cases created and completed.
Reports can be created on the fly by the users.
Reporting types
  • API access
  • Real-time dashboards


Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

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
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
Data sanitisation process
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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
User export data through the administration accounts within Cinapsis. Integration with our APIs for automatic data extraction is also possible.
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • Excel
Data import formats
  • CSV
  • ODF

Data-in-transit protection

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

Availability and resilience

Guaranteed availability
System will be available to user 99.5% of the time.
If availability were to fall below this threshold over lifetime of contract, then percentage difference of value of contract would be refunded to customer.
Approach to resilience
Information available on request.
Outage reporting
Email alerts.

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)
  • Dedicated link (for example VPN)
Access restrictions in management interfaces and support channels
Management functions are controlled by the role-based access system. Each users are granted the minimum set of management roles to restrict actions and access to information.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)

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
Access to supplier activity audit information
You control when users can access 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
Any other security certifications
Cyber Security Essentials

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
Other security governance standards
Cyber Essentials certified by NCC Group. ISO 27001 certification pending.
Information security policies and processes
We work to the standards of ISO 27001. We are are registered with the NHS Data Security and Protection which mirrors the National Data Guardian, data security recommendations. We have demonstrated compliance with all mandatory security processes. In addition to the data security and protection toolkit, the company has cyber essentials certification.

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
We work to the standards ISB 0129 V2.0 Clinical Risk Management: it’s Application in the Manufacture of Health IT Systems. We have appointed a Clinical Safety Officer and a Caldicott Guardian.
Each major version of our system undergoes internal testing and user acceptability testing before being deployed to production.
Customers will be provided with a 0129 Clinical Safety Case Report and Hazard Log.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
The company undertakes annual penetration testing, and test output identifies vulnerabilities. All vulnerabilities are evaluated and necessary protective measures are put in place.
All network devices are set to automatic updates. Our policy is not to go beyond two weeks before patches are applied.
The company receives alerts and updates via its anti-malware/virus service provider. The company is registered for MS-ISAC ( alerts and monitor the National Cyber Security Centre threat reports (
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
The company’s virus checker alerts and reports on threats identified. We also have a spam filter applied to all email traffic; we receive frequent spam reporting. Typically, all threats are managed automatically, via anti-malware/virus checker. In the case of critical patch notices, the IT manager ensures all devices receive security updates immediately. We apply an agile methodology to our work and would typically respond the same day to any incident.
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
We work to the standards ISB 0129 V2.0 Clinical Risk Management. Under the Data Security and Protection Toolkit, we adhere to best practice under GDPR, and support customers with immediate notification on incidents/data breaches. Customers are provided with a incident reporting tool and incidents are escalated to: account manager. CEO and Data Protection Officer. This is communicated via our automatic systems and via email. The Data Protection Officer maintains a log of all incidents. As appropriate, the company records incidents within its risk register and records mitigations. All incidents are also reported to the customer's contract manager.

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
Connected networks
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)


£9.99 per instance
Discount for educational organisations
Free trial available

Service documents

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