PEP Health (Patient Experience Platform)

PEP Health makes sense of what patients say and think about their healthcare experiences. Offering a radical new AI approach to collecting and analysing the views of patients on the services they have received, with comprehensive real-time reporting of what patients really think to improve and monitor services.


  • Real-time patient experience measurement
  • Social media listening tool
  • Aggregator of social media and online review comments
  • Thematic coding of comments into 8 healthcare quality domains
  • Overall score for providers
  • Department scoring and tagging
  • Remote monitoring tool
  • Reports, Dashboards, API available
  • Automated analysis of internally collected comments
  • Customisable automatic alerts for patient feedback


  • Real time insights from patients using machine learning
  • Accurate predictor of CQC rating for provider
  • Bespoke flagging of patient safety issues
  • Alert deterioration of services
  • Benchmark providers against each other
  • Longitudinal tracking of performance of provider
  • Aggregates large volumes of comments
  • Filters comments that relate to quality
  • Understand and compare variability at department level
  • Unique theming of comments into 8 quality domains


£13,000 to £30,000 a unit a year

  • Free trial available

Service documents

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G-Cloud 12

Service ID

9 0 7 6 4 0 3 1 0 8 2 3 9 8 7


Telephone: 07961150161

Service scope

Software add-on or extension
Cloud deployment model
Private cloud
Service constraints
System requirements
  • Internet connection
  • Web browser

User support

Email or online ticketing support
Email or online ticketing
Support response times
Working day response- same day.
Weekend support not provided.
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
Onsite support
Onsite support
Support levels
We provide support via telephone, email, and through support tickets. Monday to Friday 9am to 5pm.
Support available to third parties

Onboarding and offboarding

Getting started
Initially we will setup the user accounts and ensure our auto-configuration is appropriate for the user. Any amends to configuration completed prior to start.

Following account setup, we can provide training to all users. Training is straightforward and can be done remotely or face to face.
Service documentation
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Customers can download survey and response data into CSV/Excel.
End-of-contract process
Export in standard formats is included in the price. Non-standard formats or bespoke end-of-contract reports may be chargeable.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 8
  • Internet Explorer 9
  • 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
Viewing experience is better on a monitor or tablet, but all functionality works on mobile devices.
Service interface
Description of service interface
The Service is accessed via a secure web browser connection.

The secure website consists of interactive pages allowing users to visual, explore and respond to online feedback from patients, families and carers.
Accessibility standards
None or don’t know
Description of accessibility
The site has been designed in high contrast for users with visual impairment.

Audio descriptions are not currently available.
Accessibility testing
The site has been designed in high contrast for users with visual impairment.

Testing has been conducted by the developers and with customers.
What users can and can't do using the API
PEP Health's RESTful API allows users to import selected data, also available through the web-based dashboard, into internal business intelligence systems for further analysis.
API documentation
API documentation formats
  • HTML
  • PDF
API sandbox or test environment
Customisation available
Description of customisation
Users are able to configure multiple aspects of the service including but not limited to:

1) Data sources monitored, including internal surveys and other feedback mechanisms.

2) Set bespoke automated alerts to notify chosen users when feedback meeting chosen criteria is posted.


Independence of resources
We have auto-scaling in place to ensure that if service levels near capacity, further resources are automatically and instantly put in place to ensure continued, high-quality service.


Service usage metrics
Metrics types
We can provide metrics on dashboard access and use.
Reporting types
Reports on request


Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
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
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
Less than once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Physical access control, complying with another standard
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
The dashboard output can be captured in a PDF or CSV.

Furthermore the underlying data can be exported in JSON format via the RESTful API.
Data export formats
  • CSV
  • Other
Other data export formats
Data import formats
  • CSV
  • Other
Other data import formats
Bespoke - to be discussed with customer.

Data-in-transit protection

Data protection between buyer and supplier networks
Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
As standard a 99.5% up-time service level agreement is provided. In the unlikely event of SLA's being missed, refund arrangements will be as contractually defined.
Approach to resilience
Available on request.
Outage reporting
Via e-mail and dashboard notifications.

Identity and authentication

User authentication needed
User authentication
Username or password
Access restrictions in management interfaces and support channels
New features, bugs, enhancements and change requests are recorded and tracked in an issue and project tracking software tool. We implement an agile software development lifecycle (SDLC) within a scrum environment. We follow industry standards around security and data protection to measure risk and impact; assessing each request on an individual basis for potential security concerns.
Access restriction testing frequency
At least once a year
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
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
Any other security certifications
Cyber Essentials

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
Other security governance standards
Cyber Essentials
Information security policies and processes
We have a number of policies in place which employees have to adhere to. These includes policies such as data protection & privacy policy and information security policy. Every employee is required to familiarise themselves with these policies and are part of the staff handbook and complete an assessment to ascertain their level of understanding. Audits are undertaken to ensure compliance and training provided to refresh staff and update them on any changes.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Available on request
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Available on request.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Available on request.
Incident management type
Supplier-defined controls
Incident management approach
Available on request

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


£13,000 to £30,000 a unit a year
Discount for educational organisations
Free trial available
Description of free trial
Demonstration of retrospective view of local patient experience captured from publicly available comments 2019-2020. Demonstration of how the service/dashboard works. Real-time or up to date information not included.

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.