Refero Software Ltd

Refero Online Consultations and Virtual Clinics

Refero provides people with access to a platform of engagement of expertise across the health and social care sector, education and the third sector.

With a background in healthcare technology and telecommunications, we understand and solve the problems with communication between citizens and public sector services.

Features

  • Secure, easy to use, video consultations and virtual clinics
  • Secure virtual waiting room functionality
  • Sign posting to the most appropriate resources, services and professionals
  • Secure, two-way messaging between citizens and providers
  • Interoperability with CRM, EPR and primary care principal clinical systems
  • Web portal, smartphone and tablet (iOS / Android) applications
  • UK Sovereign, UK Dominated. Data never leaves the UK
  • Optional Machine Learning overlay powered by IBM Watson
  • Flexible, service catalogue driven commercial and adoption model
  • Facilitates communication and collaboration between providers

Benefits

  • Supports active signposting and self care
  • Enables new consultation types and citizen engagement
  • Actively supports reduction of Did Not Attends (DNAs)
  • Reduction in time and cost associated with travel
  • Proof of concept / proof of value trials available
  • Enablement of agile working frees up time and real estate
  • Better patient experience as fewer outpatient appointments required
  • More convenient and timely appointments can be offered
  • More patients can be cared for in their own location
  • Patients better educated and more invested in their own care

Pricing

£0.02 to £300 per user per year

  • Education pricing available
  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

9 3 2 7 2 0 7 6 9 8 9 8 8 2 6

Contact

Refero Software Ltd

G-Cloud Team

0203 957 7800

g-cloud@refero.uk

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
Refero can act as an extension to Multi-disciplinary Team (MDT) services, such as Stellaris MDT.
Cloud deployment model
Public cloud
Service constraints
The underlying platform is engineered to be highly resilient and can tolerate both unplanned component failure and planned maintenance activities. We are committed to frequent and regular maintenance of the platform to ensure that the service delivers the highest levels of security and availability.
System requirements
  • Service Connectivity: Internet, N3/HSCN, PSN or Private Ethernet
  • Service Access: All modern Internet browsers and operating systems supported
  • Service Access: All modern iOS and Android devices supported

User support

Email or online ticketing support
Email or online ticketing
Support response times
Our response times are based upon priority of the incident:
P1 - Severe Business Impact - 15 minutes
P2 - High Business Impact - 30 minutes
P3 - Medium Business Impact - 2 hours
P4 - Minor / no Business Impact - 4 hours
P5 - Service Request / Service Query - 1 business day
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
None
Onsite support
Yes, at extra cost
Support levels
We offer comprehensive Service Level Agreements that are facilitated through the deployment of an end-to-end Service Management framework and ITIL aligned processes designed to manage the delivery of in-scope services. Our solution is designed to ensure successful service delivery and achieve high levels of client satisfaction. • The Service Level Agreement (SLA) for Cloud based services is 99.95% . We provide a named Technical Account Manager for all of our customers, providing a point of escalation as well as a named contact for service delivery related queries and technical update / roadmap workshop sessions.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We understand the importance of successfully and sensitively engaging stakeholders in all engagements and programmes of change. We have experience in engaging with all types of stakeholders.

We believe that an emphasis on stakeholder engagement and consultation is critical to the success of all projects. Our stakeholder engagement and management approach is focussed on the development and maintenance of relationships with all individuals and groups impacted and those with influence whose buy in is required to support any proposed changes, as well as general engagement with interested parties including patients. We start every engagement with an initiation meeting, bringing together the key people to clearly set the direction and objectives of the project, identify key stakeholders and their priorities, sensitivities and expectations, and agree communication and governance structures.

Following initiation, we continue to work closely and collaboratively to maintain stakeholder communication and relationships throughout the project. We will develop a holistic stakeholder map and develop an engagement approach and plan that we review and sign off with clients prior to delivery. Typically, a mixture of engagement methods will be used throughout the project, including 1-to-1 meetings, workshops, attending existing groups and web-based sessions.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
In the event you wish to leave our service, we will meet all necessary obligations in order to enable a smooth transition of service, including the release of any software licenses to you.

Service cessation should be initiated by request in writing, where we will be happy to work with you define a service cessation plan.
End-of-contract process
In the event you wish to leave our service, we will meet all necessary obligations in order to enable a smooth transition of service, including the release of any software licenses to you.

Service cessation should be initiated by request in writing, where we will be happy to work with you define a service cessation plan.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • 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
None
Service interface
Yes
Description of service interface
Refero features a service interface which allows consuming organisations to administer their Refero instance. This is inclusive of end user moves, adds, changes and deletions, and changes to the service such as opening times for clinics.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
None
API
Yes
What users can and can't do using the API
Refero features a RESTful API service, delivered over HTTPS and secured using a multi-layer authentication approach. The API provides access to a number of features such as statistical data and video appointment booking functionality. As well as standard authentication for access, individuals may also grant access to their data/account using an OAuth service, upon which full application functionality will be possible via the API.
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Requirements of individual organisations are delivered through customisation of our platform. A cloud service, built with elasticity at its core, it will scale up and down based on changes in focus and priorities at both national and local level.

National priorities will be managed through ongoing regular dialogue and change requests with national stakeholders by our consultancy team of subject matter experts. Local priorities will be managed with contracting organisations. Platform development requirements will be assigned to our dedicated platform DevOps team.

We will curate and share platform learning at local and national level.

Management of local user groups, feedback, collection and ranking of improvement suggestions will be fed into the roadmap and reported up to national level to support learning and development of national priorities.

This enables pace and flexibility for platform development, aligned to local and national needs. The most appropriate systemic milestones for platform development and approach will be clearly communicated to local and national stakeholders.

Scaling

Independence of resources
In order to guarantee that users are not affected by the demands from other users, our cloud infrastructure providers utilise resource reservations and shares such as internet bandwidth shaping. In addition, the capacity planning team ensure that usage in terms of all resources are constantly monitored and increased accordinglty relating to user demand.

Services provided by Refero are multi-instance, rather than multi-tenant, meaning that each customer gets their own dedicated instance of the service.

Analytics

Service usage metrics
Yes
Metrics types
- Service uptake and repeat usage
- User demographics
- Time of day, and day of week of usage
- Number of messages sent
- Number of messages handled by role
- Conversion of messages to face to face appointment
- Number of patients using symptoms checking
- Symptoms checking recommendation outcomes
- Citizen satisfaction with Refero
- Provider satisfaction with Refero
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Developed Vetting (DV)

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
Yes
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least every 6 months
Penetration testing approach
‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • 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
  • Explicit overwriting of storage before reallocation
  • 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
Authorised users may export end user and configuration data from the service administrative interface. Exported data is typically downloaded as .CSV
Data export formats
CSV
Data import formats
CSV

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
We offer comprehensive Service Level Agreements that are facilitated through the deployment of an end-to-end Service Management framework and ITIL aligned processes designed to manage the delivery of in-scope services. Our solution is designed to ensure successful service delivery and achieve high levels of client satisfaction.

The Service Level Agreement (SLA) for Cloud based services is 99.95% . If the service level falls below the stated availability percentage (excluding Planned and Emergency Maintenance periods), customers will be eligible for Service Credits on affected Refero applications only.

Service Credits will be calculated as a percentage of the fees for the affected services for the monthly billing period during which the failure occurred (to be applied at the end of the billing cycle). The Service Credit for a Standard Deployment Model is 5% of the affected applications monthly spend.
Approach to resilience
Our service is deployed across a number of sites, regions and zones. Each zone is designed to eliminate single points of failure (such as power, network and hardware). Customers are encouraged to ensure their solution spans multiple sites, regions or zones to ensure service continuity should a failure occur.
Outage reporting
All outages will be reported via email. Outages are identified as Planned maintenance, Emergency maintenance, and platform issues. In addition, the designated Technical Account Manager will proactively contact customers as appropriate.

Where a Major Incident (Priority 1) occurs, following resolution an incident report is produced that includes root cause analysis, lessons learned and a detailed overview of all recommendations and actions required to mitigate the risk of a further re-occurrence. Implementation plans are discussed and agreed with the prior to completion.

Identity and authentication

User authentication needed
Yes
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Username or password
Access restrictions in management interfaces and support channels
For online systems (e.g. Customer Portal & API interfaces), all users are required to have a unique username, password and memorable word combination. Customers may also use 2FA authentication tokens.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Username or password

Audit information for users

Access to user activity audit information
Users receive audit information on a regular basis
How long user audit data is stored for
User-defined
Access to supplier activity audit information
Users receive audit information on a regular basis
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
Yes
Who accredited the ISO/IEC 27001
British Assessment Bureau
ISO/IEC 27001 accreditation date
22/02/2019
What the ISO/IEC 27001 doesn’t cover
Nothing
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
Yes
Any other security certifications
Cyber Essentials Plus

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
ISO/IEC 27001
Information security policies and processes
Refero has a documented incident management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. This activity is responsible for the progression of alerts generated by automated monitoring systems, issues identified by personnel, and incidents identified and reported.

All incidents are promptly reported into a centralised ticketing system, which ensures that each is promptly assigned to an appropriate resource, and its progress tracked (and escalated, as required) through to resolution.

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
Refero has documented configuration and change management policies and processes, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 standard.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Refero has a documented vulnerability management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. Where technically possible, real-time updates and status reports are identified and sourced from credible vendor sources, which cover a significant proportion of our asset population. For other systems and software, assigned personnel have responsibility for regularly reviewing technical forums and specialist groups to promptly identify and evaluate any emerging patches or updates which require our attention.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Following best practice from the National Cyber Security Centre, we protect platforms with enhanced protective monitoring services (SIEM), at the hypervisor level and below. The approach to protective monitoring continues to align with the Protective Monitoring Controls (PMC 1-12) outlined in CESG document GPG13 (Protective Monitoring for HMG ICT Systems). It includes checks on time sources, cross-boundary traffic, suspicious activities at a boundary, network connections and the status of backups, amongst many others. All alerts are immediately notified to the NOC for prompt investigation.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
Refero has a documented incident management policy and process, which have been implemented, maintained and assessed in accordance with the guidance from ITIL v.3 and the current ISO20000 and ISO27001 standards. This activity is responsible for the progression of alerts generated by automated monitoring systems, issues identified by personnel, and incidents identified and reported. All incidents are promptly reported into a centralised ticketing system, which ensures that each is promptly assigned to an appropriate resource, and its progress tracked (and escalated, as required) through to resolution.

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

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

Pricing

Price
£0.02 to £300 per user per year
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
A free trial of Refero is a fully working service, inclusive of a complete support service. Trials are typically time limited to three months.

Service documents

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