CHC2DST allows digital entry of e-Checklists, e-Assessments and e-DSTs mirroring national standards. Workflow automation accelerates communications and eligibility decisions across standard and Fast Track CHC processes. Eliminating paper improves case transparency and facilitates faster, better-documented decisions. Digital CHC reduces administration efforts and improves customer service, increases focus and reduces complaints/appeals.
- NHS Proven Digital solution accelerates project definition and benefits achievement
- One solution supports collaborative working across multiple CCGs – consolidation
- Single access point for e-Checklists improves assessment control and transparency
- Helps quickly determine Full Assessment eligibility and eliminates unnecessary work
- Improves individual and team case focus. Improves CHC customer service
- Helps identify poor quality referrals, improve training and apply ‘CHC-policy’.
- Provides secure, instant communications across all process stakeholders
- Support for virtual MDTs reduces costs and drives-up productivity
- Automated collection of data reduces admin effort and identifies improvement-areas
- NHS Digital Assessors reviewed for Clinical, Security and Regulatory conformance
- CCG/Process impact rigorously evaluated by National Innovation Accelerator
- CCGs can save 13 hours per referral and re-deploy elsewhere
- Included in NHS CHC SIP Continuing Healthcare Improvement Case Study
- QIPP savings of £3.4million achieved FY17/18 by Cheshire CCGs
- QIPP savings of £5.3m forecast FY2018/19 by Cheshire CCGs
- 52% reduction in average wait days within a year
- 90% reduction in cases waiting over 28 days
- Improves performance in relation to Quality Premia for Continuing Healthcare
- 26% improvement in referrals processed within 28 Day Standard (87%)
- Supports DST completion outside of an Acute setting
£0.28 per person per year
+44 1625 584850
|Software add-on or extension||No|
|Cloud deployment model||Public cloud|
|System requirements||Access to the internet via a modern browser|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
Service desk Monday To Friday 09:00 to 17:30 (excluding bank holidays)
Three defined sub-sets of Fault:-
“Category A” a Fault which makes the Software unusable; and
“Category B” a Fault which has a material effect upon the functionality, accuracy or performance of any function of the Software ; and
“Category C” a minor or cosmetic Fault
Category A - target response time 2 hours; target resolution 24 hours; and
Category B - target response time 4 hours; target resolution 48 hours; and
Category C - target response time 4 hours; target resolution 7 days.
|User can manage status and priority of support tickets||No|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
Standard help-desk hours are Mon-Fri 9 - 5 excl. UK Public Holidays. There are three defined sub-sets of fault:- “Category A” - a fault which makes the Software unusable. Target response time two hours; target resolution 24 hours “Category B” - a Fault which has a material effect upon the functionality, accuracy or performance of any function of the Software upon which Customer relies. Target response time of four hours; target resolution 48 hours. “Category C” - a minor or cosmetic Fault. Target response time four hours; target resolution seven days.
Support is include in the annual cost.
We do not provide a technical account manager or cloud support engineer.
|Support available to third parties||Yes|
Onboarding and offboarding
|Getting started||Online training, user documentation and telephone support will be used.|
|End-of-contract data extraction||JSON extracts of all data provided.|
|End-of-contract process||JSON extracts of all date provided at no additional cost.|
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||None|
|What users can and can't do using the API||Push API at the end of workflow to ‘send’ data to external systems|
|API documentation formats||Open API (also known as Swagger)|
|API sandbox or test environment||No|
|Independence of resources||
Azure provides the isolation between our infrastructure and other azure users. Within our azure infrastructure each of our customers database has its own guaranteed performance level via the service quota inbuilt into Azure.
The same applies to web sites, where customers share a website we monitor the usage and can scale up/out as demand increases. Users with bigger demands are placed on their own dedicated server.
|Service usage metrics||Yes|
|Metrics types||Usage statistics (review)|
|Reporting types||Reports on request|
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Baseline Personnel Security Standard (BPSS)|
|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 once a year|
|Penetration testing approach||Another external penetration testing organisation|
|Protecting data at rest||
|Data sanitisation process||Yes|
|Data sanitisation type||
|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||Off boarding data is supplied in JSON.|
|Data export formats||
|Other data export formats||
|Data import formats||Other|
|Other data import formats||XML constructed by citizen form input|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||Other|
|Other protection within supplier network||Microsoft Azure includes a robust networking infrastructure to support application and service connectivity requirements. Network connectivity is possible between resources located in Azure, between on-premises and Azure hosted resources and, to and from the Internet and Azure.|
Availability and resilience
|Guaranteed availability||Availability Percentage for the relevant Service of 99.5% in each whole Month.|
|Approach to resilience||
Services provided against SLA, hosted in Microsoft Azure which has certification to store and process UK OFFICIAL government data.
A process for the development and maintenance of a Services Continuity Management (SCM) is in place for the Azure environment. The process contains a strategy for the recovery of Azure assets and the resumption of key Azure business processes. The continuity solution reflects security, compliance and privacy requirements of the service production environment at the alternate site
|Outage reporting||Email alerts sent to managed help desk in IEG4|
Identity and authentication
|User authentication needed||Yes|
|User authentication||Username or password|
|Access restrictions in management interfaces and support channels||Functionality within applications is restricted by user groups. A users username and password has one or more associated groups which limits their functionality access.|
|Access restriction testing frequency||Less than once a year|
|Management access authentication||Username or password|
Audit information for users
|Access to user activity audit information||Users have access to real-time 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
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||BSI|
|ISO/IEC 27001 accreditation date||21/07/2015|
|What the ISO/IEC 27001 doesn’t cover||Services outwith Microsoft data centres.|
|ISO 28000:2007 certification||No|
|CSA STAR certification||Yes|
|CSA STAR accreditation date||29/09/2016|
|CSA STAR certification level||Level 3: CSA STAR Certification|
|What the CSA STAR doesn’t cover||Services outwith Azure datacentres.|
|Other security certifications||No|
|Named board-level person responsible for service security||Yes|
|Security governance certified||No|
|Security governance approach||
A clearly identified, and named, representative who is responsible for the security of the cloud service. Access to cloud service is limited by role and necessary requirements to provide the service.
IEG4 is compliant with the NHS Information Governance Toolkit requirements of a Third Party Supplier
|Information security policies and processes||
Access to cloud services is restricted by role and controlled by our development director, who has direct escalation procedures to the Managing Director.
For the NHS solutions, IEG4 complies with the IG Toolkit requirements with written policies and responsible people identified for such management.
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||We have release and source control process's to manage cloud service provision and change management.|
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||
Microsoft Antimalware for Azure cloud services is a real-time protection capability that helps identify and remove viruses, spyware, and other malicious software.
Distributed denial-of-service defences. To protect its cloud services, Microsoft provides a distributed denial-of-service (DDoS) defence system that is part of the Azure continuous monitoring and penetration-testing processes. Azure uses standard detection and mitigation techniques such as SYN cookies, rate limiting, and connection limits to protect against DDoS attacks
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||
Relevant sources of information relating to threat, vulnerability and exploitation are monitored. Microsoft’s Security Response Center (MSRC) regularly monitors external security vulnerability awareness sites. As part of the routine vulnerability management process, Microsoft evaluates our exposure to these vulnerabilities and leads action across Microsoft to mitigate risks when necessary.
This is in compliance with ISO 27001. “Control of technical vulnerabilities” is covered under the ISO 27001 standards, specifically addressed in Annex A, domain 12.6.
|Incident management type||Supplier-defined controls|
|Incident management approach||
Microsoft has developed robust processes to facilitate a coordinated response to incidents if one was to occur and contractual obligations in the Data Processing Agreement require Microsoft to notify customers promptly in the event of a breach affecting their data. The process is validated through the ISO 27001 audit provisions provided by the service.
Security incidents may include, but, are not limited to: e-mail viruses, malware, worms, denial of service attacks, unauthorised access, and any other type of unauthorised, or unlawful activity involving Microsoft computer networks or data processing equipment.
|Approach to secure software development best practice||Supplier-defined process|
Public sector networks
|Connection to public sector networks||No|
|Price||£0.28 per person per year|
|Discount for educational organisations||No|
|Free trial available||No|