Savience Limited

Patient Flow Management

We support the digital transformation of healthcare.

Digital processes offer an enormous opportunity to deliver a step change and fundamental shift in focus from purely volumes to value.

Digital optimises the patient experience, creates operational flexibility and agile organisations able to continually adapt to sharp fluctuations in demand.


  • Self-service patient check-in
  • Digital patient platform
  • Patient appointment management
  • Clinician to patient secure communications
  • Virtual consultations
  • Digital appointment letters
  • Patient questionnaires and surveys
  • Outpatient Department patient flow management
  • Emergency Department patient flow management
  • Realtime operational dashboards and room booking


  • Improved patient flow through the Outpatients Department
  • Improved patient flow through the Emergency Department
  • Improved patient experience
  • Improved patient clinician communications
  • Improved patient choice
  • Realtime information for clinicians and management
  • Cost savings as a result of moving to digital
  • Facilitates and delivers service modernisation
  • Improved patient engagement and clinical outcomes
  • Increased resource efficiencies


£50000 to £100000 per unit

Service documents


G-Cloud 11

Service ID

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


Savience Limited

Roger Everitt


Service scope

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 A wide array of PAS (patient administration systems) and clinical EPRs (electronic patient records).
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints No
System requirements
  • Application software licences
  • Anti virus for virtual machines

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Response times are dependent on each service level agreement.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Onsite support
Support levels We provide full support for our solutions and on site support for any associated hardware issues.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Training documentation, online meetings, face to face training
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction Typically our users are healthcare organisations and they retain their data at all times
End-of-contract process The solution is withdrawn.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Chrome
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Windows
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The solution has been optimised for both mobile and tablet screens
Service interface No
What users can and can't do using the API Users can register, login, access appointment data, confirm appointment attendance, change demographics, cancel/reschedule appointments and view hospital information.
API documentation No
API sandbox or test environment Yes
Customisation available Yes
Description of customisation The solution can be customised in a wide variety of ways, all through a configuration module or via parameters that Savience can set for the user.


Independence of resources Our solution typically sits within a hospital's own environment so they control demand.


Service usage metrics Yes
Metrics types We work with our customers to provide them with reporting that if pertinent and of use to them. Typical reporting may include operational metrics, such as number of check-ins and broken down by type plus real time access to operational views of the solution for clinician and management usage.
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 Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
User control over data storage and processing locations Yes
Datacentre security standards Supplier-defined controls
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 Due to the nature of our business, this is not applicable. Our customers always retain full control and access to their data so exporting isn't required.
Data export formats
  • CSV
  • ODF
Data import formats
  • CSV
  • ODF

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Priority 1:
Incident Category - High Impact
Maximum Response Target 30 minutes
Maximum Resolution Target 4 hours
Example: Significant Business Impact. Unavailability of the system, or a key module or major function. Or unavailability or severe problem within a discrete but key outpatient area

Priority 2:
Incident Category - Medium Impact
Maximum Response Target 1 hour
Maximum Resolution Target 8 hours
Example: Limited business impact. Severe problem with a key module or function, but workaround available. Or unavailability of the system contained within a small outpatient area.

Priority 3:
Incident Category - Low Impact
Maximum Response Target 2 hours
Maximum Resolution Target 5 working days
Example: Problems causing inconvenience, minor disruption or restricting performance.

Priority 4:
Incident Category - Minor
Maximum Response Target 4 hours
Maximum Resolution Target As agreed
Example: Non-urgent problems causing slight irritation but where workarounds are available; cosmetic or general enquiries for information.

-- 95% of reported support calls to be responded within target
-- 90% of reported support calls to be resolved with the allocated priority
Approach to resilience Available on request
Outage reporting Email alerts

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Through controlling access to accounts and the associated user's profiles.
Access restriction testing frequency At least every 6 months
Management access authentication
  • Dedicated link (for example VPN)
  • 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 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 User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
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 comply the security governance as defined by our clients
Information security policies and processes We comply with the security governance as defined by our clients

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All application changes are managed through a standard source control system. All configuration changes are managed through our project team.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We periodically check for patches and reports of known threats and ensure all our systems are patched to the latest levels. We also ensure that critical patches or program updates are installed when they are released. We use public forums and websites and automated updates.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We use anti virus software, firewalls and monitoring software to protect our systems from threats. If these report any unusual activity or malicious intent our security team will quickly assess the threat and take appropriate action.
Incident management type Supplier-defined controls
Incident management approach We use an incident reporting and management platform for our clients to log incidents and to monitor the progress of their issues.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks Yes
Connected networks
  • Health and Social Care Network (HSCN)
  • Other
Other public sector networks NHS trust secure access portals


Price £50000 to £100000 per unit
Discount for educational organisations No
Free trial available No

Service documents

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