Q doctor (MyMed Ltd)

Q health from Q doctor

Q health, from Q doctor, allows secure and safe video consultation between NHS clinicians and patients. It is a nationally approved platform (NHS England DPS and NHS Digital GPITF), operational across CCGs and STPs nationwide, which gives scheduled and unscheduled video consultation flexibility, along with secure dashboarded insights into activity.

Features

  • NHS England and NHS Digital approved video consultation system
  • Single sign on with partner systems
  • Clinically validated safeguarding and signposting tools
  • App or web based (no patient app download necessary)

Benefits

  • Enable your existing clinicians to consult over video
  • Option for extra GP capacity
  • Option for virtual PC remote working (BYOD) including Virtual Smartcards

Pricing

£350 per licence per month

  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

9 2 2 6 2 0 9 0 4 7 0 4 7 2 2

Contact

Q doctor (MyMed Ltd)

Dr Chris Whittle

0330 2230349

chris.whittle@qdoctor.io

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints
For existing 'in-house' clinicians to use our services to provide video consultations to patients, they will need a laptop or desktop and a broadband internet connection and webcam. For patients to use our app or web service, they will need a normal smartphone or a laptop/device with a camera. All Q doctor digital locum GPs (those hired for Q doctor digital GP service provision by organisations) are setup already with the appropriate hardware.
System requirements
  • Clinicians providing the service need a laptop or desktop
  • Clinicians providing the service need a webcam
  • Patients consulting over Q doctor need a webcam or smartphone

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response times are typically within 1 hour
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
24 hours, 7 days a week
Web chat support accessibility standard
WCAG 2.1 AAA
Web chat accessibility testing
Clinical user testing
Onsite support
Yes, at extra cost
Support levels
Included in the service, Q doctor provides telephone and email support to customers, and online real-time support to clinicians. Our support team will assist remotely or onsite if required to resolve issues.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Our clinician-facing product is provided with online video tutorials and documentation.

Our patient-facing product has been extensively user-tested and has functionality built to make the app and site easy to navigate. We can happily provide 'how to' materials as required.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Any data that is owned by the customer could be extracted into a file format as agreed with Q doctor according to GDPR compliant processes.
End-of-contract process
Contracts for platform licence are offered on an annual basis, with break clauses to be agreed between contracting parties. Digital GP hiring is a separate contract schedule and customers only pay for the hours booked.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The desktop service is for use by clinicians to consult with patients. Patients, however, can consult on either the web or mobile services.
Service interface
No
API
Yes
What users can and can't do using the API
API is constantly evolving - please contact the team for current exposed components of our API
API documentation
Yes
API documentation formats
Other
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
Buyers can customise the type of clinical seat available, and the local guidelines and pathways visible to the clinician. There is also flexibility for co-branding and white-label approaches and further systems integrations.

Scaling

Independence of resources
The system thresholds and monitoring have been set to ensure adequate warning of capacity limits, with scalable extra capacity deployable instantly on demand.

Analytics

Service usage metrics
Yes
Metrics types
Comprehensive analytics reporting, including:
- Appointment usage
- Appointment duration
- Customisable outcome data reports
Reporting types
Regular reports

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
None

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
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Data can be exported via CSV and Excel files as well as their graphical representations.
Data export formats
  • CSV
  • Other
Other data export formats
Custom formats available to customer specification
Data import formats
  • CSV
  • Other
Other data import formats
  • JPG
  • PDF

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
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Q doctor provides 99.5%+ availability.
Approach to resilience
Q doctor's datacentre provider incorporates extensive resilience and disaster recovery procedures. More information is available on request.
Outage reporting
The application both on web and on mobile devices displays various error messages, including reporting on signal loss.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
All access points have enforced 2 factor authentication. Direct access to support the databases and infrastructure is limited to a very small team who have been issued a named account and connect in directly to the datacentres using two-factor authentication
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 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

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
  • NHS Information Governance Toolkit
  • Cyber Essentials
  • SCCI 0129
  • SCCI 0160

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
Other
Other security governance standards
Cyber Essentials, Information Governance Toolkit, SCCI 0129, SCCI 0160
Information security policies and processes
Q doctor is CQC regulated and Cyber Essentials approved. All staff are put through Information Governance and Security training during their induction and this is refreshed annually. Policies are available to all via a team policy website. Periodic audits are undertaken and reviewed by an integrated governance committee.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Our configuration control & management processes enable our team to deliver exceptional levels of maintainability and reliability in these areas:
• Quick Deployment: Uploading application files to Beanstalk initiates the deployment process on our EC2 instances.
• Integration with other AWS services like Autoscaling, Elastic Load Balancer, SNS, CloudWatch, RDS, etc etc.
• Application health monitoring using CloudWatch and SNS notifications in case of any issues in Production.
• Easy access to application and system logs,
• Customised software and applications by passing configuration files to the AWS Beanstalk environment.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Q doctor has a policy to deploy security updates and patches in a scheduled and predictable manner and without undue delay. Scheduled security updates and patches would be excluded if it can be proved that this security update causes problems for the system, software, etc. The security update would then be re-scheduled for next release. We actively monitor for security threats through both automated scanning and threat awareness and all devices use app Sandboxing, device encryption to minimise attack surfaces.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
At Q doctor we are constantly checking for compromising configuration/issues. Our response is dependant on the type of compromise that is discovered and its severity. Q doctor has various incident/security event detection processes to ensure our response is timely, controlled and consistent.
Incident management type
Supplier-defined controls
Incident management approach
Q doctor has incident management processes for major and minor incidents, including a comprehensive disaster recovery plan. Users can report incidents via the Q doctor support team, who provide support levels according to service level agreements. Incident reports are generated as part of audit processes and urgently in the interim should significant events occur.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
Yes
Connected networks
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Pricing

Price
£350 per licence per month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Discounted use of the software, at scale, is negotiated based upon scale and partnership opportunity.

Service documents

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