DrDoctor (ICNH Ltd)

DrDoctor Appointment Management Platform

Appointment management platform for NHS hospitals. Enhance appointment booking by enabling patients to book, change and cancel their appointments, via the web, smartphone, email & SMS.

Includes advanced capabilities like refilling last minute cancellations and managing waiting lists.

To see how it works, text APPDEMO to 07860039092 or visit nhs.my/demo.


  • Referral & waiting list management
  • Partial booking
  • Booking confirmations, updates & appointment reminders for DNA reduction
  • Cancellation and rescheduling
  • Fully automated
  • Integrated with existing systems
  • Captures phone numbers, cleans data and confirms consent for use
  • Patient portal with appointment details, maps, hospital information, surveys
  • Appointment slot refilling algorithm, to maximise clinic utilisation
  • Digital Letters


  • Save money through DNA reduction and better clinic utilisation
  • Automatically refills late cancellations
  • Automate administrative processes
  • Reduce postage and telephony costs
  • Improve patient experience
  • Reduce wait times (RTT)
  • Offer online patient services (portal)
  • Maps, wayfinding and directions
  • Collect PROMs, CROMs, PREMs


£0.20 to £1 per unit

Service documents

G-Cloud 10


DrDoctor (ICNH Ltd)

Rinesh Amin

+44 8448 026 206


Service scope

Service scope
Software add-on or extension No
Cloud deployment model Hybrid cloud
Service constraints None
System requirements Web access requires a modern, web-standards compliant browser

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 1 working day
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 WCAG 2.0 AA or EN 301 549 9: Web
Web chat accessibility testing Web chat is embedded within the management platform which is reviewed with users of all types for accessibility continuously.
Onsite support Onsite support
Support levels Please see detailed service levels in terms document
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide onsite training
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Users can download their data directly from the web portal - this is done on a self-service basis
End-of-contract process At the end of the contract, the service is ended (no further messages can be sent) and all user accounts are disabled after 30 days. Users should ensure they have downloaded any data they require within this time period.

An invoice/credit note is issued within 30 days to cover any under/over usage following the end of the contract.

Subsequent access or user support is charged at £500/day.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Responsive web application, which naturally re-flows based on screen size/resolution.
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing Accessibility of the whole platform and its components is regularly reviewed for accessibility issues with user groups.
What users can and can't do using the API API is available for self integration between DrDoctor and third party systems, local applications (e.g. clinical portals)
API documentation Yes
API documentation formats PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Workflows & content are configured via the management portal


Independence of resources Service monitoring systems capture page performance, availability and appdex scores. Issues are notified to the technical team who adapt the system as needed.


Service usage metrics Yes
Metrics types Usage metrics, performance metrics and audit data
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
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
User control over data storage and processing locations No
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 Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Within the web portal their is a download feature. Users can set their parameters and this will download a CSV of the data.
Data export formats CSV
Data import formats CSV

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 See SLA appendix in attached Terms document
Approach to resilience Available on request
Outage reporting A public status dashboard, private status dashboard and email alerts

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels Partial obfuscation, scale and only presenting information where necessary to users with elevated permissions. All access activities are auditable.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor 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 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 No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications IGSoC - 100% at Level 3

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards Other
Other security governance standards IG Toolkit Statement of Compliance - 100% at Level 3 (Org code 8HY91)
Information security policies and processes As per IGSoC (Org code 8HY91)

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach If changes are necessary, they will follow our IGSoC (Org code 8HY91) procedures.
Vulnerability management type Undisclosed
Vulnerability management approach Threats are analysed regularly (including notification from 3rd party monitoring companies). Patches can be developed & deployed in as little as 6hrs.
Protective monitoring type Supplier-defined controls
Protective monitoring approach The service generates adequate audit events to support effective identification of suspicious activity
These events are analysed to identify potential compromises or inappropriate use of your service
We respond to incidents within 6hrs of detection
Incident management type Supplier-defined controls
Incident management approach Incident management procedure follows that covered by the Information Governance Toolkit Statement of Compliance (please refer to NHS IG Toolkit website)

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 Yes
Connected networks
  • New NHS Network (N3)
  • Other


Price £0.20 to £1 per unit
Discount for educational organisations No
Free trial available No


Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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