Service Definitions for G-Cloud Lot 3 Dataphiles Ltd trading as PatientComms

Transcription

1 Service Definitions for G-Cloud Lot 3 Dataphiles Ltd trading as PatientComms

2 Contents 1. About PatientComms Service Definitions Friends & Family Test for NHS GP s and Dental Practices Friends & Family Test for NHS Trusts Staff Friends & Family Test Service Patient Surveys SMS Appointment Reminders SMS Healthcare Messaging SMS Credit Bundles Technical Information On-boarding/Off-boarding Process Application Programming Interface (API) Backup & Disaster Recovery Data Restoration/Service Migration Information Assurance Service & Support Service Management Service Levels and Constraints Training Incident Management Commercials Ordering & Invoicing Process Termination Terms Responsibilities Technical Requirements More Information Appendix 1 Product Matrix P a g e

3 1. About PatientComms PatientComms is an integrated patient engagement platform which enables NHS Trusts, CCG's, CSU's, GP's, Dental Practices & other healthcare providers to do patient surveys (like the NHS Friends & Family Test) appointment reminders and healthcare messaging. Our dedicated and stable team of developers and web designers has extensive experience in building custom solutions and providing Software as a Service for a wide range of healthcare providers including 25 NHS Trusts, 650 General and Dental Practices and a host of commercial organisations. Our support team has experience implementing PatientComms across NHS Trusts, GP s and Dental Practices, and remotely manages over 150 tablets with custom applications at the time of writing. We consider ourselves a best-of-breed SMS provider and at time of writing process over 1.5m SMS reminders and surveys every month. 2. Service Definitions 2.1 Friends & Family Test for NHS GP s and Dental Practices A FREE NHS Friends & Family Test compliance solution for GP's and Dental Practices. Create and print a hard-copy and web-based FFT survey, enter patient responses and calculate your scores. Upgrade and add SMS, & tablet surveys and data entry on pay-as-you-go or monthly fee basis. > Create and print a custom FFT survey > Add a web-based version of the FFT survey > Enter and store paper responses manually > See patient responses in real time > Calculate scores for CQRS submission > Publish results and patient comments in practice Then depending on the blend of patient engagement you require you can upgrade your service with access to the following: 2 P a g e

4 > Upgrade to add SMS, surveys and outsource data entry > Buy or rent tablets for data collection Key benefits: > ZERO cost compliance solution > Save money on SMS, surveys and tablets > Save time calculating CQRS return 2.2 Friends & Family Test for NHS Trusts End-to-end or integrated 'best of breed' Friends & Family Test solution for all NHS Trust care settings. FREE compliance version of software available and advice on how to maximise response rates. Easy read surveys and thematic analysis included, plus guaranteed low prices on SMS, , tablet and IVR surveys. > End-to-end solution or integrate SMS with existing providers > Create hardcopy paper and web-based surveys FREE of charge > Enter and store paper survey responses manually FREE of charge > Send SMS, and IVR-based surveys by patient preference > Buy or rent tablets for data collection > Add 'easy read' versions of FFT survey > Link to PAS or import own patient contact data > Real-time responses, thematic analysis and custom dashboard > Calculate scores for Unify2 submission and publish results on Wards > Convert paper surveys via QR code/outsource data entry Key benefits: > Achieve best response rates at lowest cost > Save money on SMS, , tablet and IVR surveys > Address patient issues as and when they happen 3 P a g e

5 2.3 Staff Friends & Family Test Service End-to-end Staff Friends & Family Test solution for all NHS Trust care settings. FREE version of software offers ability to enter paper-based responses and create web-based survey, then upgrade to add , SMS or tablet-based surveys on a pay-as-you-go basis. Service includes thematic analysis and custom dashboard. > End-to-end solution or integrate SMS with existing providers > Create hardcopy paper and web-based surveys FREE of charge > Enter and store paper survey responses manually FREE of charge > Send SMS, and IVR-based surveys > Link to internal systems or import own staff contact data > Real-time responses, thematic analysis and custom dashboard > Calculate scores for Unify2 submission and publish results internally > Convert paper surveys via QR code/outsource data entry Key benefits: > Achieve best response rates at lowest cost > Save money on SMS, , tablet and IVR surveys > Address staff concerns as and when they happen 2.4 Patient Surveys Enables NHS Trusts, GP's and Dental Practices to create their own custom surveys, distribute them via SMS, , tablet, IVR or paper and then access the results in real time via the PatientComms hosted web portal. Suitable for NHS and Staff Friends & Family Test, PROMS and PREMS and others. > Design your own survey, any questions, language, look and feel > Collect data via SMS, tablet, /online, IVR or paper > Link to PAS or import own survey contact information > Real-time responses and thematic analysis > Custom dashboard and drill-down > Convert paper surveys via QR code/outsource data entry > Print or export results and publish internally > Results on the go via tablet, smartphone or desktop 4 P a g e

6 Key benefits: > Achieve best response rates at lowest cost > Save money on SMS, , tablet and IVR surveys > Address patient issues as and when they happen 2.5 SMS Appointment Reminders The most advanced SMS-based appointment reminder service available, including low cost one-way SMS-based appointment reminders with 'graceful fall back' through IVR and depending on patient preference, and advanced SMS services like our interactive two-way appointment confirmation and our unique automated appointment booking service for improved slot utilisation linked to PAS. > One-way outgoing appointment reminder > Two-way interactive appointment reminders and acceptance > Automated appointment re-booking > Link to PAS or import own survey contact information > See responses and appointment releases in real time > Up-to-the minute usage and SMS top-ups > Custom dashboard Key benefits: > Target <5% DNA's/FTA's and early release of appointments > Improved slot utilisation > Save money on SMS 2.6 SMS Healthcare Messaging Send healthcare messages to targeted patient groups or broadcast particular events using one-way SMS, with 'graceful fall back' to and IVR messaging depending on patient preference. Suitable for medication alerts, clinic cancellations, immunisation reminders, carer and patient support. Low prices on SMS, and IVR guaranteed. 5 P a g e

7 > Write custom patient messages > Import own patient contact details or link to PAS/PMS > Up-to-the-minute usage and SMS top-ups Key benefits: > Target hard to reach <35 demographic > Save money against other SMS providers 2.7 SMS Credit Bundles Purchase bundles of credits available through PatientComms web portal that can be redeemed on a pay-as-you-go basis against outgoing SMS, , IVR, tablets and response processing with our NHS and Staff Friends & Family Test, Appointment Reminders and Healthcare Messaging. Minimum purchase 50. > Available on pay-as-you-go basis, pay monthly or contract basis > Covers one-way and two-way SMS, IVR, and message processing > Redeemable against any PatientComms service > Top-up through web portal Key benefits: > Save money against other providers > Minimises credit wastage 3. Technical Information 3.1 On-boarding/Off-boarding Process Registration for the free versions of PatientComms is via a web form with builtin validation. Other products and services are available through either the PRO or ENTERPRISE version of PatientComms, depending on whether they want to integrate with their PAS/PMS or use independently. 6 P a g e

8 The PRO version of PatientComms enables users to import their own patient contact details whilst the ENTERPRISE version links to the patient administration system. Both would normally requires a custom piece of integration which can be supplied by PatientComms, or we can give your developers the tools to do it themselves. Some capabilities (e.g. two-way appointment reminders and appointment rebooking) are only available when PatientComms is linked to the patient administration system, see Appendix 1 Product Overview. The actual on-boarding process for PatientComms varies depending on the user requirements but will usually consist the following steps: > Understand customer aims and objectives > Agree project scope and approach with advice from PatientComms > Source customer data hierarchies > Set up product content, deploy and test capabilities > Go live Clients can leave our services whenever they choose, and customers will have the opportunity to download their existing data. 3.2 Application Programming Interface (API) As well as providing a bespoke integration service, we can also give your developers the tools they need to do it themselves. Our Application Programming Interface (API) puts your developers in full control of sending out messages generated by your own software using any of the following methods SMPP/HTTP Post/SMTP. You can send & receive messages, access delivery status reports & recipient responses, specify tracking codes & set the originator field to any alphanumeric string you choose. 7 P a g e

9 3.3 Backup & Disaster Recovery Data is stored in a fully hosted Class A data centre with backups to secure sister data centre location, with hot spare servers ready to take over service in the event of a primary server failure. 3.4 Data Restoration/Service Migration Data backup is restored to spare servers within hours in case of primary server failure, and clients can perform a full data extract. 3.5 Information Assurance Hold ISO27001 for Databases and IT Infrastructure Certificate number Service & Support 4.1 Service Management PatientComms runs as software as a service (SaaS) and is therefore capable of rapid deployment. Access to Friends & Family Test module available within 24 hours of registration, with any hardware such as tablets and kiosks delivered pre-loaded with appropriate interface and software. The PRO and ENTERPRISE versions can be deployed within days when we receive details of the entities or practices to be rolled into the service, with onsite-consultations, site visits and contract review meetings are available on request. 4.2 Service Levels and Constraints PatientComms will use all commercially reasonable endeavours to make the hosted services and patient responses available 24/7 for 99% of the time. In any given calendar month. Any scheduled maintenance will take place outside of normal UK business hours and PatientComms will give the customer at least 48 hours notice. The free Friends & Family Test for NHS GP s and Dental Practices module contains permanent online support, and for other services the standard support package includes telephone and support 9am-5.30pm GMT (excluding 8 P a g e

10 Public Holidays), with up to 24/7 first contact and extended technical support packages available at additional cost. 4.3 Training Training is available on a train the trainer basis, and the hosted web portal contains online learning resources. Materials are updated in line with technological developments. 4.4 Incident Management Incidents can be logged by 24/7 or by telephone within normal UK working hours with enhanced service packages available. We will use commercially reasonable endeavours to meet the agreed response target times and escalation process. 5. Commercials 5.1 Ordering & Invoicing Process Credits bundles for use against SMS, , IVR or survey processing fees can be purchased or topped-up online through our payment gateway. Otherwise billing is monthly in arrears with payment within 21 days. Call us on +44(0) , info@patientcomms.co.uk or visit to register online. PatientComms will provide assistance in completing the G-Cloud contract, including the order form. 5.2 Termination Terms Users can cancel the FREE Friends & Family Test service whenever they want and use additional services on a pay-as-you-go basis, but other terms and conditions may apply to bespoke enterprise-wide installations. 5.3 Responsibilities Customer responsibilities vary from product to product, but for outgoing surveys assume that you keep you own patient contact data up to date and 9 P a g e

11 comply with any statutory requirements, for example the information that you enter into PatientComms Friends & Family module must be done so within the guidelines issued by NHS England. 5.4 Technical Requirements PatientComms is built using MVC5,.NET4.5, IIS7, Windows Server and SQL Server and will support SMS survey delivery to any phone on a UK mobile network. It can be administered via any modern browser including mobile. 6. More Information Call: +44 (0) info@patientcomms.co.uk Website: Twitter: Linkedin: 10 P a g e

12 Appendix 1 Product Matrix PatientComms Friends & Family Test PatientComms PRO PatientComms ENTERPRISE Aimed at: For GP and NHS Dental Practices GP s, Dental Practices, NHS Trusts, CCG s and CSU s GP s, dental practices, NHS Trusts, CCG s and CSU s Who want: Compliance solution for Friends & Family Test Patient surveys, appointment reminders and healthcare messaging without linking to a PAS/PMS Patient surveys, appointment reminders and healthcare messaging with patient data extracted from their PAS/PMS G-Cloud Services: Friends & Family Test for NHS GP s and Dental Practices NHS and Staff Friends & Family Tests Appointment Reminders (one-way) Patient Surveys Health Messaging SMS Credit Bundles NHS & Staff Friends & Family Test Appointment Reminders (one-way, two-way and appointment booking) Patient Surveys Health Messaging Appointment Confirmation SMS Credit Bundles Feature/functionality: Create and print FFT survey, add an online version of the survey, input responses and calculate CQRS returns via hosted web portal. Input patient information manually or via CSV and manage outgoing patient communication though secure integrated web portal. Link to PAS/PMS for patient information and outcomes appointment reminders/appointment rebooking. Manage patient communication through secure integrated web portal. Support Online Bespoke Bespoke Tariff Free Bespoke Bespoke 11 P a g e