ERS Connect

Surveys - Including Friends and Family (FFT) /User Experience/HR/Ad-Hoc Surveys

Blended multi-channel surveys, Cost-effective routing, answer-based-response. SMS/Web/Email/Hyperlink/IVR/IVM/Agent/Paper/Postcard/Portal
Maximum response rates through escalation channels
Friends-and-Family-Testing (FFT) Staff surveys, user testing, employee engagement, post discharge, A&E,
Unify report, sentiment analysis
Supports Accessible-Information-Standards and digitisation of communications. See our other services for: Cloud-based, digital patient engagement

Features

  • Friends and Family Testing (FFT)
  • Ad-Hoc Surveys; Staff Surveys; SMS surveys, HR
  • Broadcast and 2-directional SMS patient and staff communications (bank staff)
  • Call centre; real people; real voice automated calls
  • ISO 14001/9001/27001 and IG Toolkit level 3 100% certified
  • Realtime reporting; Unify, sentiment analysis
  • Intelligent cost-effective data led/fed routing
  • Influencing transformation and change management for efficiency & cost savings
  • Cloud based, secure, agnostic, open API'd communication channels
  • Alerts ad notifications (central alerting system), cancelled clinics/Appointments

Benefits

  • Maximum % response rates, reduced re-admission rates
  • Staff and bank staff surveys, alerts and notifications (Recruitement/ HR)
  • Sentiment analysis, live feedback, real-time, patient access, PALS
  • Secure access, permissions based, online portal
  • Clinic cancellations
  • Post operative/ discharge assessments. Pre-admission surveys
  • Secure End-User Portal - Accessibility Standards, Translation, Audible-reading
  • GDPR; ISO9001/14001/27001; Data Protection Act; & more
  • Referral to treatment pathway (RtT) communications
  • Paperless 2020 Agenda met; reduce print and post

Pricing

£0.018 per unit

  • Free trial available

Service documents

G-Cloud 11

940497546293461

ERS Connect

Georgie Whitaker

07894512080

Georgie.Whitaker@stericycle.com

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 EPR/ PAS E-referral, appointment booking and partial booking solutions. Agnostic. Or can be delivered as a stand alone service to communicate with end users through a secure environment.

Ad-hoc surveys and intelligent answer-based response mapping to support surveys and FFT, Telehealth, Home health

Contingency/Urgent Alerting system (major incident)
Cloud deployment model Private cloud
Service constraints There are no constraints on using the Chronos portal - it fully supports all web browsers (incl. IE7 and above). Maintenance windows are outside of core hours and the service runs in active:active mode.
System requirements
  • Internet browser
  • Cloud based, therefore NO OTHER REQUIREMENTS. Agnostic
  • API Interface/ Integration (N3, HL7, HCN)

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Support queries are monitored Monday to Friday 8.00am to 8.00pm with a 24/7 363 functionality available if required. Response times to support tickets raised are acknowledged within 1 hour, with resolutions confirmed and agreed within 24 hours.
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 No
Onsite support Yes, at extra cost
Support levels 24X7X363 Support is available. Support hours are Monday - Friday 8am-6pm (Core); 6pm-8am (On Call) Evenings and Weekends - On Call Support requests are captured by our Customer Services Team, your dedicated Account Manager, or directly into our IT Support Team. These come into our enterprise class ticketing portal and each given a unique reference number and an assigned, named technical engineer. We endeavour to respond to all Customer queries within 1 hour of receipt, however 4 hours is our standard response KPI.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Prior to the end of the contract we recommend our client engage in an exit strategy to agree timescales, extract changes and provide support for any new service that may follow. Up to date MI and BI will be provided, along with the return on investment and up to date performance metrics. The on-line portal is accessible to our clients with their information up to an agreed time frame. Any required data extracts and secure information within permitted guidelines will also be made available for the customer. Anatomised as per the service requirement and only delivered by secure means which must be made available by the client. Additional on-site support or engagement with non standard service users or requirement of non standard data as per the SLA will be available upon request on a chargeable basis.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
  • On-line userguides and prompts
  • Webex
End-of-contract data extraction We are Data processors and handlers, not data controllers. All data is annonymised upon completion. End of contract data is encrypted and identifiable only to the client. Data deletion is recommended at the end of a contract term due to the nature of the service not requiring long term availability. However, GDPR opt out information may be required or specific patient contact timeframes. Upon written request by an authorised client, we can provide any extract of data up to data deletion as agreed with the Client - typically between 90-180 days. All data received will be in an anonymised format to ensure that no Patient Identifiable Data is visible. A full version of our Business Management Policies and whitepapers are available upon request.
End-of-contract process Prior to the end of the contract we recommend our client engage in an exit strategy to agree timescales, extract changes and provide support for any new service that may follow. Up to date MI and BI will be provided, along with the return on investment and up to date performance metrics. The on-line portal is accessible to our clients with their information up to an agreed time frame. Any required data extracts and secure information within permitted guidelines will also be made available for the customer. Anatomised as per the service requirement and only delivered by secure means which must be made available by the client. Additional on-site support or engagement with non standard service users or requirement of non standard data as per the SLA will be available upon request on a chargeable basis.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • 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 VPN and secure browser connections must be considered. The majority of our service shows difference between either a mobile or desktop service. However, the back client end is not always mobile compliant for ISO27001 compliance reasons and data security. However, the end user facing element is mostly designed to support mobile devices. Both are screen rendered for delivery to both devices to support both end users and/or staff users.

Mobile has additional features including SMS with hyperlinks; integration with on-board calendar.

For full information, please contact us.
Accessibility standards WCAG 2.1 A
Accessibility testing National Accessibility standards guidelines
API Yes
What users can and can't do using the API The API is used for data uploads; role based security; managing data transfer via N3/HSCN/ HL7

There are no requirements to make changes by users.
API documentation Yes
API documentation formats
  • HTML
  • Other
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Content, time-frames and media delivery to end users (Message content)
Reporting
Flexible templating and content delivery can be edited by approved users using our platform
Surveys/ Appointment letters/ notifications/
Marketing and promotional material
Languages and audio functionality
Escalation paths to capture maximum response rates
Reporting and response/ results management
*Service leads and permissions channels must be established.
Other areas can be customised via Service Requests and are fully controlled with governance, sign-off and delivered by out technical implementation engineers.

Scaling

Scaling
Independence of resources The ERS Connect Chronos portal is fully scalable and works on a fully active:active resilient platform.

We monitor our services with threshold alarms in the event of usage being reached, to ensure we can spin up to meet demand with no limitations.

For more information, you are welcome to review our Business Management System overviews upon request.

Analytics

Analytics
Service usage metrics Yes
Metrics types The ERS Connect service can provide both a portal dashboard view of key usage metrics by services used; return of investment; escalation paths and a wide range of other metrics.
Additionally, more comprehensive reports are available for analysis, permissions based access.
Finally, more bespoke reports with service usage metrics are available to authorised requestors.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

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 At least once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Other
Other data at rest protection approach All backup data is encrypted. Physical access control to all SQL databases. Physical role and access levels and authorisation for access to the data. Layered access controls in place based on role; permissions and responsibilities.
Sensitive fields, ie..passwords are hashed, to non-readable format in the database (no plain text storage).
Full joiner and leaver process in place as part of our Business Management System and ISO certifications.
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Data can be uploaded onto the Chronos service, irrespective of which service(s) are being used - all use the same methodology for client ease:
1) HL7 integation - either 1-way or bi-directional, via an upload script (given to you by our IT team);
2) Manual upload - either by uploading a .vbs file into the web application, or;
3) Manual upload - directly onto the portal itself.

Full training is provided
Data export formats
  • CSV
  • Other
Other data export formats
  • .XLS
  • Via HL7 - Bi-directional
  • .VBS Scripts onto PAS
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)
  • Other
Other protection between networks Behind a dedicated firewalls in a secure leading manufacturer Tier 3 Data Centre with active:active load balancing and redundancy.

Private VPN's over N3/HSCN connection used, for data uploads and we use TLS on HTTPS for web access over the N3/HSCN network

Authorised users only with Connect permissions have access utilising roles based authentication.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection within supplier network Data is protected behind leading firewalls along with anti-virus and malware protection. Role based security access and physical access security. VPN access for remote access. All servers are privately addressed. Data backups are stored behind secure location and are encrypted within leading T3 Data Centres running as Active:Active. SQL Cluster, with active:passive configuration for 99.99% uptime.
More information is available upon request and detailed within our Business Management System under an NDA

Availability and resilience

Availability and resilience
Guaranteed availability ERS Connect offers a 99.99% uptime.
There are no refunds for any service not meeting levels of availability - this is due to our service being ultra resilient and we have UK data centres, on separate networks in the event of any not being unavailable.
Approach to resilience We operate using the leading Data Centre providers, running in active:active sync. More information is available upon request.
Outage reporting Outage's are classified as follows:
> ERS Connect generated outage - this is only in exceptional circumstances (as yet never used), whereby notice would be given to all Clients 5 days ahead with timely reminders at intervals.
> Non ERS Connect outages are communicated using either Email and/or SMS messages to all Clients notifying them of an outage and regular updates. Users can also see any notifications on our website.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
  • Other
Other user authentication Customers have options for inclusion of Staff and/or Patient/End User 2-factor authentication, offered via a unique pin code (Patient Portal Access), along with a further option for additional authentication around a last know digit sequence.
Access restrictions in management interfaces and support channels All users are restricted by permissions as follows:

Internal ERS Connect staff members are limited based on role/function permissions.
General Client users are restricted by role/function with a cut down service
Administrators/Managers have more functionality and access to services on the Chronos portal.
Additionally ERS Connect has a hierarchical department structure which is used for permissions access for sensitive and non-sensitive information and data.
Access restriction testing frequency At least every 6 months
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 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 Yes
Who accredited the ISO/IEC 27001 BSI Group
ISO/IEC 27001 accreditation date 02/11/2017
What the ISO/IEC 27001 doesn’t cover N/A
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications
  • ISO 9001
  • ISO14001
  • IG Toolkit v.14.3 (31 Mar 18) 100% Level 3

Security governance

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 ERS Connect is certified against ISO9001/ISO14001/ISO27001:2015; IG Toolkit 14.2 Level 3 Partner (100%).

We have a dedicated Compliance team headed up at senior management level as part of the company leadership team.

All ERS Connect employees undertake security and governance training and must pass, IG Toolkit certification along with internal security measures.

A full 'Security Policy and Processes' is available for review (upon request) and sits within our Business Management System. This is reviewed at least twice per annum, or sooner as required and forms part of our Senior Leadership Team annual meeting.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All documented within our BMS under ISO standards

Service request, work item generated (unique detail); code checked-in against code item; code reviewed; tested; merged into code base; released.

Testing is broken down into Unit; Integration and System testing.

Documented system testing compiled - for end to end processes alongside test plans for completedness.

A full Change Management and Configuration process and supporting guides are available upon request.
Vulnerability management type Undisclosed
Vulnerability management approach This is sensitive information and therefore only the highest level information is provided here - more detail can be provided on request.
We test daily for vulnerabilities and further deeper monthly testing and tests run against all releases of new software. Any changes to our vulnerability scans is addressed in line with our BMS ISO and Security processes - available upon request.

Against all public IP's and applications. Automated and manual patching.

Technical team across alerts from leading manufacturers and orgainisations such as Microsoft, Rackspace, NHS Digital etc.
Protective monitoring type Undisclosed
Protective monitoring approach This information is not for public domain, however it can be supplied upon request.

Identificaiton of potential compromises are managed via leading manufacturers and organisations. These are managed within a risk register available on our BMS.

Any virus, open port, vulnerability will be handled immediately as a P1 instance

Bulletins and communications are given to customers should a breach be identified with our actions.

During WannaCry we patched immediately and kept the NHS working - this is a case reference we are happy to share with you

Speed of response to incidents is severity pending and SLA available on request
Incident management type Undisclosed
Incident management approach Below offered top level view - details provided upon request documented within ISO certified Business Management System (BMS)

Pre-defined processes in-place; within BMS
Breaches notified immediately at the point breach; Raised on the approved system by any team member. This auto escalates to the Director of Compliance & Manager.
Management review the breach - mobilisation as set out in our BMS,
Manager signs off incident at point of completion
Director of Compliance presents in monthly senior leadership team, review of incidents/ear misses. full report.

Full system and reports available upon request.

Secure development

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

Public sector networks
Connection to public sector networks Yes
Connected networks
  • Public Services Network (PSN)
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)
  • Other
Other public sector networks
  • HL7
  • FHIR

Pricing

Pricing
Price £0.018 per unit
Discount for educational organisations No
Free trial available Yes
Description of free trial Included - set up; scoping; trial criteria plans; measurement; reporting outcomes and delivery against agreed KPI's. Dedicated Manager; Unlimited access to support/client teams.

4-6 weeks trial from commencement

3rd party costs incurred not-included

Service documents

pdf document: Pricing document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
Return to top ↑