Florence bring Telehealth to any patient with a mobile phone. Flo helps patients adhere to advice and prescribing, she is a system flexible enough to send personalized reminders and health tips to each individual patient. these text messages encourage them to take a more active role in their own healthcare.


  • Telehealth application
  • Two way text messaging - collect patient readings, send reminders
  • Access via any device with internet connection
  • UK based messaging routes
  • Delivers real time advised based on patient readings
  • An example of innovation in healthcare stated by Health Foundation
  • Developed in collaboration with NHS
  • Personalised protocols - adopt or adapt for your own setting
  • Clinician view of real time patient data on easy-to-read charts
  • Free to the patient


  • Award Winning Low Cost Telehealth Mobile Application
  • 24/7 access to online account
  • Real time reporting available in different formats
  • Better and faster clinical outcomes than with normal care
  • Remote monitoring
  • Helps patients manage their own long term conditions and healthcare
  • Alerts clinicians to worrying trends in patient readings
  • Reduce DNA rates
  • Reduce A&E, hospital admissions, paramedic calls and urgent visits
  • Proven results with Hypertension, Diabetes, COPD, Asthma & Obesity


£11360 to £21360 per licence per year

Service documents

G-Cloud 10



Georgie Whitaker


Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints All users must have access to the internet to gain access to their account.
System requirements
  • Internet connection
  • Opt in data
  • Mobile Phone

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Standard response time - Within 1 Hour.
Incident escalation process available
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 Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard None or don’t know
How the web chat support is accessible We have an open chat facility for existing and potential new users to ask questions about our services.
Web chat accessibility testing None
Onsite support No
Support levels We offer single level support to all customers via Email, Web Chat or Phone call into customer service or dedicated account manager. All requests are logged on our online ticketing system. Each request is dealt with by customer services and assigned to the relevant team. Each request has its own unique ticket reference number and a customer service or technical team member is assigned to a ticket for the duration of the query until resolved. You will also find self service support in the form of FAQ's, user password resets, guides and online purchase facility.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started To get started with Florence, contact the support team at Mediaburst. We'll send you a quote for the annual licence and support fee, the bundle of text messages you've chosen, and the Simple Telehealth Community Subscription if applicable. You will need to provide us with details of at least two people whom we can provide administration access. When we create your new Florence account they will receive an email invite with a link to activate their individual logins. Admin's can add clinicians, groups and protocols onto the system. We advise you liaise with SSHC ( for training on setting up protocols, adding patients and applying these protocols correctly.
Service documentation No
End-of-contract data extraction This would be upon request. The data available would only be that which falls in the time frame of the data retention policy.
3 months prior to renewal an email is sent confirming the renewal date and a quote for next year's licence.
End-of-contract process 1 month prior to renewal an email is sent confirming renewal date an that an invoice has been sent.
If the invoice is not paid the licence expires. All clinicians will have to remove patients from any active protocols before the account is disabled.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The single site is responsive to work on both platforms.
Accessibility standards None or don’t know
Description of accessibility Whilst not audited against a specific standard, we take every effort to follow industry practice for supporting screen readers and other accessibility tools. We attempt to ensure content is correctly marked up, separated from display elements and responds well to changes to size and colour. Due to the nature of the system, it is not currently available without JavaScript or cookie support.
Accessibility testing We do not currently perform formal accessibility testing, however, automated suites are run during development to highlight potential problems prior to release
Customisation available No


Independence of resources We don't make any guarantee.


Service usage metrics Yes
Metrics types Administrators have access to the statistics via their accounts which provide monthly and weekly reports. These cover a range of information such as clinician activity, patient summaries and messaging data.
Clinicians can view their patients messages and readings.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

Asset protection

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 Managed by a third party
Penetration testing frequency Never
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process No
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach There is no data export facility available.
Data export formats
  • CSV
  • Other
Other data export formats
  • XML
  • Json
Data import formats Other

Data-in-transit protection

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

Availability and resilience
Guaranteed availability SLA available upon request
Approach to resilience Available upon request
Outage reporting In the case of a planned outage we would email all customers as well as a blog on the website.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels We restrict access by username and password.
Access restriction testing frequency At least every 6 months
Management access authentication Username or password

Audit information for users

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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 23/10/2017
What the ISO/IEC 27001 doesn’t cover Nothing was exempt
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification Self certification
PCI DSS accreditation date 18/03/2018
What the PCI DSS doesn’t cover Our self certification covers all mediaburst activities with SRCL.
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach We are ISO 27001 accredited
Information security policies and processes We have an information security policy and we are ISO27001 accredited.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach We have configuration and change management processes in place to comply with our ISO 27001 accreditation.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Regular vulnerability scans.
Regular security patched applied.
Industry standard security feeds used for the threat assessment.
Protective monitoring type Undisclosed
Protective monitoring approach We do not publicly disclose protective monitoring.
Incident management type Supplier-defined controls
Incident management approach We have incident management processes in place to comply with ISO 27001 accreditation.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks No


Price £11360 to £21360 per licence per year
Discount for educational organisations No
Free trial available No


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