Carnall Farrar Ltd

Urgent and Emergency Care (UEC) Demand Capacity and Flow Tool

The tool supports a strategic approach to managing UEC demand, capacity, flow and performance. By integrating system data into a ‘single version of the truth’, it reflects interdependencies and enables joined-up planning. Using a cloud platform, users can predict demand, test different assumptions, and see the impact on system performance.


  • Secure cloud platform accessible by operational and management teams
  • Integrates data from all settings on demand, capacity and flow
  • Uses artificial intelligence to generate monthly or weekly predictions
  • Tracks current demand, capacity and flow data against plan
  • Allows benchmarking against national indicators and peers
  • Predicts demand for A&E attendance, non-elective beds, post-acute capacity
  • Captures capacity plans for bedded and non-bedded care
  • Predicts expected occupancy and performance
  • Allows development and sharing of demand and capacity plans
  • Supports users to prioritise interventions


  • Assess, plan and track demand, capacity, flow and performance
  • Understand UEC pathway at site, trust or system level
  • Understand demand at practice, cluster, CCG or system level
  • Identify pressure points and opportunities to transform practice
  • Understand capability and capacity for transformation within the system
  • Support planning by commissioners, providers, regulators
  • Track current performance vs. plan and performance drivers
  • Enable ‘early warning’ with near term forecasts
  • Support A&E, MIU, Ambulance, 111, MDTs and community hospitals
  • Reduce pressure on A&E departments, breaches and associated costs


£96417 to £127270 per licence per year

  • Free trial available

Service documents

G-Cloud 11


Carnall Farrar Ltd

Alfie Fielder

0203 770 7536

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints The service is available only over the web on PCs/tablets. Access is restricted to authorised users. No access is available to underlying data structures and patient-identifiable or row-level data. Planned maintenance and upgrades are undertaken overnight and at weekends.
System requirements
  • Modern web browser (Chrome 50+, Internet Explorer 10+, Microsoft Edge)
  • Mobile phone or e-mail for two-factor authentication
  • Sufficient data-sharing agreements in place
  • Consistently and timely provision of activity and capacity data

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Same day on weekdays (at a minimum)
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 Web chat
Web chat support availability 9 to 5 (UK time), 7 days a week
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Accessible via a link on the web interface
Web chat accessibility testing None
Onsite support Onsite support
Support levels 1.INITIAL ON-BOARDING
Clients receive a detailed Welcome Pack which outlines the implementation process for the tool. An initial mobilisation discussion is set up with the client to set the scope and agree a detailed and customised implementation project plan. CF provide a training guide and three "train the trainer" sessions.

The following user support is available as a core analytical support package: data-hosting, processing, regular refresh, online chat support.

Data updates can be integrated from any participating system organisations (e.g. Acute, CCGs, Local Authorities, Mental Health, Community, Ambulance) on a weekly or monthly basis respectively.

In addition, clients can choose from one of three optional consultancy support packages:
• Bronze: Two weeks of initial consultancy support to build an example plan from the data based on best practice.
• Silver: Four to six weeks of consultancy support to understand the key drivers of demand, capacity and flow and align key stakeholders around strategic priorities to address
•Gold: As Silver, but with additional quarterly reviews over a year to agree priorities.
See the pricing document for more information.

Further bespoke support to customise analysis and outputs is priced according to the SFIA rate card provided.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Mobilisation:
We would work with users to confirm the objectives and expected outputs of the tool.

Data collection:
We will issue a data request to meet the specification and outputs agreed, and in parrallel work with the Information Governance team to ensure the correct IG arrangements are in place and are compliant with GDPR requirements. We would then work with information teams to get the data itself, beginning with historic data and then setting up forward data feeds.

Data loading and validation:
Once we have received all the data we would load it into the tool ready for validation. We would then work with local information teams to ensure that the initial outputs from the tool are inline with the data provided and ultimately agree the baseline ‘do nothing’ scenario.

Application of change levers:
Once the baseline has been agreed we would work with local teams to identify levers to impact future demand. Assumptions would be agreed and added into the tool to give a ‘do something’ scenario.

Embedding and socialising:
Lastly, we will introduce local teams to the tool, provide training materials, and advise on its integration into local processes and working practices.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats PDF but also inbuilt documentation within the tool
End-of-contract data extraction All user-generated content (e.g. demand and capacity plans and planning assumptions) can be extracted from the tool at any time while users have access. Additionally, at the end of the contract, Carnall Farrar can extract users’ data (a mix of JSON and flat CSV file formats), potentially for an additional fee depending on the scope of the request.
End-of-contract process At the end of the contract and at the customer’s request, all data associated with the customer (historical health and social care activity and capacity data; user-generated system plans; user account details) will be deleted. This is included in the price of the contract. Additionally, data extracts may be provided but these may incur an additional fee.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Chrome
Application to install No
Designed for use on mobile devices No
Accessibility standards None or don’t know
Description of accessibility None
Accessibility testing None
Customisation available Yes
Description of customisation Users can customise the forward planning element of the service by selecting alternative modelling approaches and assumptions.

The service can be customised to integrate relevant data sources which the system can provide in a consistent and timely manner.

Furthermore, Carnall Farrar continually seeks user input and feedback and maintains a forward roadmap of functionality upgrades.


Independence of resources We have built our platform on the Amazon Web Services cloud platform, ensuring ‘burstable’ computing capacity to meet short-term peaks in user demand. We use advanced performance analytics software to track the running speed of user requests, database queries and complex computations and take corrective actions when more structural increases in our capacity are required.


Service usage metrics No


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
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)
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
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
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 importing and exporting
Data export approach All dashboard views within the tool have a built-in export feature which generates a CSV file containing the data being viewed for download to the user’s computer.

Additionally, demand, capacity and flow plans generated by the user can be exported in their entirety to CSV format, covering all relevant planning metrics over both the selected historical and forward-facing time periods.
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 We anticipate that the service will be routinely available between 9am-5pm. Service upgrades may take place outside of these hours; clients would be notified within 72 hours of the event.

Availability cannot be guaranteed in circumstances where the quality data provided is poor or if the client fails to provide data according to the agreed implementation plan.
Approach to resilience The data centres we use are built to physical, environmental, and security standards in an active-active configuration, employing an n+1 redundancy model, ensuring system availability in the event of component failure. Components (N) have at least one independent backup component. All data centres are online and serving traffic. In case of failure, there is sufficient capacity to enable traffic to be load-balanced to remaining sites within the EEA.
Outage reporting The status of the service is monitored by our product team. Any outages are reported by e-mail to all registered users of the service. Planned outages are indicated in advance with a start and end period. Unplanned outages are reported with expected resolution times.

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 Management interfaces are restricted to authorised users only, as nominated by the customer. Authorisation is provided manually by Carnall Farrar staff for security purposes. Support channels are restricted to authorised users with an active account.
Access restriction testing frequency At least every 6 months
Management access authentication 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 Yes
Any other security certifications
  • Completed the NHS Information Governance toolkit assessment to level 2
  • Cyber Essentials certification

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 In accordance with ISO 27001 we have an Information Security Management system (ISMS) that sets out the overall approach to information security and the processes we follow, encompassing the information security policy. There is a regular ISMS review meeting that reviews the functioning of the ISMS, and progress against actions arising from internal audit and external ISO assurance visits. An annual review of the ISMS itself ensures its continuing suitability and correct implementation.
Annual internal audit is used to ensure policies are being followed and identify any remedial actions required.
To support the effective delivery of information security, we train all staff on induction, and as part of annual Information Governance refresher training. This approach delivers against our Information Security policy.

Data security protocols are agreed with the client at mobilisation, including the escalation pathway should any contraventions of data security be identified. We record and risk assess all data breaches and have a systematic process for breach management:
1. Assess the impact of the breach and notify client lead and internally
2. Agree an action plan with the client, including communicating to anyone affected
Ensure future risks are mitigated via improved controls, e.g. further staff training and education.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Changes to the service are tracked by industry-standard version control systems. All proposed changes to the service are tested rigorously in a development ‘sandbox’ for functionality, security and usability. When changes have passed testing, they are made active on the service and logged in the user-accessible ‘News’ section of the tool home page. Significant changes are also tested with a sample of customers and are announced by e-mail ahead of activation.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Our cloud hosting provider performs vulnerability scans on the host operating system, web applications, and databases supporting the service. Approved third party vendors conduct external assessments at least quarterly. Identified vulnerabilities are monitored and evaluated. Countermeasures are designed and implemented to neutralise known/newly identified vulnerabilities.

Our cloud hosting provider monitors newsfeeds/vendor sites for patches and receives customer intelligence via a reporting portal.

Additionally, we undertake regular penetration testing and unit testing to identify any hidden vulnerabilities. Any patches required to the service can be deployed within hours or days depending on the severity of the vulnerability.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We and our cloud hosting provider deploy monitoring devices to collect information on unauthorised intrusion attempts, usage abuse, and network/application bandwidth usage. Devices monitor:

• Port scanning attacks
• Usage (CPU, processes, disk utilization, swap rates, software-error generated losses)
• Application metrics
• Unauthorised connection attempts

Near real-time alerts flag potential compromise incidents to staff for immediate response if necessary.
Incident management type Supplier-defined controls
Incident management approach At the outset of a project, data security protocols are agreed with the client, including an agreed escalation pathway should any contraventions of data security be identified. We maintain a full log and risk assessment of any data breaches. Our systematic process for breach management:
1. Assess impact and notify the accountable partner, client lead and director of Information Governance
2. Agree action plan with client, including communicating to those affected and ensuring damage is contained, implemented at our cost
3. Correct problem that led to breach
4. Ensure future risks are mitigated via improved controls, e.g. further staff training

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 No


Price £96417 to £127270 per licence per year
Discount for educational organisations No
Free trial available Yes
Description of free trial Due to the nature of the product we cannot provide an online free trial service. However, we can provide a demonstration of the product if requested.

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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