services · web viewdescription of variant service (as elaborated in annex a of schedule 4.1...

Services Description

GPSoC Service Name MSD Clinical Manager Suite; Primary Care Data Extraction, Reporting and Dashboard SoftwareClinical Audit / Clinical Manager (CACM)

GPSoC Service ID CM1 (CA1, CA2, CA3, CA4, CA5, CA6, CA7, CA8, CA9)Functionality/Service Overview

Clinical Manager is a suite of Products that have been developed to assist healthcare professionals in Primary Care to collect and analyse clinical data from GP Clinical Systems across a variety of disease areas to support local and national initiatives, such as: Health Checks, Local Enhanced Services and the Quality and Outcomes Framework (QOF).

The table below describes in detail the individual interactive modules and functionality that comprise Clinical Manager

SOFTWARE APPLICATION DESCRIPTION

Clinical Manager Suite

Clinical Audit (CA1)

Clinical Audit is a comprehensive audit and analysis tool which enables GP practices to:

Produce lists of patients on specific disease registers.

Produce lists of patients who have no diagnosis recorded but who may in fact have the disease in question.

Track patients & check how well they are responding to treatment

The software is regularly updated to include national searches, for example DESs, NICE, Better Care Better Value & QIPP as well as local searches authored by the CCG or Local Authority.The software fully supports National and Local

Health Checks initiatives and there is a wealth of information provided in relation to those patients who are eligible for a health check, those who have had a health check completed and the associated outcomes. Letters can be automatically generated to invite patients.

Search Designer (CA8)

Search Designer enables the CCG, Local Authority and advanced users to author their own searches for remote distribution and use within Clinical Audit to allow GP practices, to support for example a Local Enhanced Service or another local requirement. The aggregated results can then automatically be fed back to Practice Comparison.

Clinical Risk (CA5)

Clinical Risk is a risk stratification tool utilizing the ClinRisk suite of algorithms QRISK®2, QDiabetes®, QFracture® and QCancer® which will identify & track patients with a high risk of developing a range of diseases if left untreated.There are a suite of dashboards which will enable the practice to view those high risk patients.

Medicines Management (CA2)

The Medicines Management Module has been developed to assist healthcare professionals in identifying and reviewing drug usage and identifies patients who are not being optimally treated with their current medications.It covers all of the NICE Key Therapeutic Topics but also allows searching for drugs by British National Formulary Grouping, Drug Name or by Patient Name.

Long Term Conditions (CA3)

The Long Term Conditions Module has been developed to assist healthcare professionals in identifying and managing patients with multiple long term conditions in primary care, using risk profiling to ensure that commissioners and practitioners understand the needs of their population and manage those at risk. This will assist in preventing disease progression and will allow for interventions to be targeted and prioritised. The module allows practices to see which patients on their registers have multiple long term conditions (including those not recognised by the Quality and Outcomes Framework (QoF)). Practices or Primary Care Organisations can also adjust the configuration within the MSD tool to look at key conditions that are of particular interest, or indeed select a single disease area should they wish.There is an Unplanned Admissions component which will help practices:

• Risk Stratify patients using the evidence based QAdmissions® algorithm2

• Provide a recommended selection of patients to form a 2% Unplanned Admissions Register

• Actively manage Unplanned the Admissions Register

• Monitor progress and support practice payment targets

Data Quality (CA6)

Data Quality and Integrity is the process of ensuring that the data extracted from a Clinical System does not contain data anomalies and that the data is consistent, complete and error free.

The Data Quality Module consists of three parts.

1. Data validation.2. Inconsistency checking on data

found during the last audit run.3. A reporting tool, which displays

the list of errors.

QMax (CA7)

QMax helps the practice by identifying those patients across all the GP Contract QOF domains that have information in their clinical notes that may suggest they have a condition, but have no diagnosis.

LES Measurements (CA4)

LES Measurements is a module which contains Local Enhanced Services (LES) criteria which can help the GP practice achieve their clinical targets. Information is presented graphically on practice performance against agreed targets showing patients who need to be actioned or called in for review.

Practice Comparison (CA9)

Practice Comparison, a web-based application allows comparison of individual practices or practice clusters against any of the pre-authored or bespoke searches provided with the MSD software. Pre-authored dashboard reports are available for a range of areas including ethnicity reporting, flu reporting and Health Checks. Individual reports to meet the specific reporting requirements of commissioners can be written for Primary Care Organisations (PCOs).

The Practice Comparison Application has been designed to allow the analysis and comparison of Anonymised practice data across healthcare economies. The Practices’ Anonymised data can be automatically sent using the Clinical Audit software to a central repository at the PCO where it can be merged into a central database.

The software is compatible with all major primary care clinical systems which mean that the data can be compared by commissioners across whole healthcare areas.

Over a period of time historical data can be accumulated within the application so that future trends can be predicted and the data can be exported to other external applications for further analysis if required.

Pre-authored searches are available for practices using Search Designer and the anonymised results from each practice can be automatically sent on a daily basis to the CCG/LA, negating the need to manually collect data from the practices, saving time and money.

The MSD Clinical Manager Suite of software is currently commissioned by Clinical Commissioning Groups and Local Authority Public Health teams.

Current Integrations with Principal Clinical Systems:EMIS LV, PCS, WebINPS LAN, Hosted (Aeros)MicrotestTPP SystmOne

Support Standard Service Performance & Support:

MSD provide a comprehensive support service to all of our customers following ITIL best practice standards and have established Incident Management, Problem Management, Change Management and Release Management processes in place.

The Service Desk receives Incidents and Problems from customers in relation to the MSD software.

We work with the customer to agree, tailor and deliver the most appropriate service levels to fulfil our clients’ requirements. We also work with our customers to deliver on all of their reporting needs to support service and contractual obligations. We strive to continually improve the service we provide to our customers and understand the importance of adopting a partnership approach to service improvement. We believe that creating flexible service level support and including both proactive and reactive response mechanisms in our support processes allows us to deliver outstanding service.

The MSD Service Desk is based in Hoddesdon and employs 8 full time level-2 support analysts and a Support Manager. We also have a team of field based Account, Training and Implementation Managers who are able to provide face to face support for customers and GP practices if required.

MSD Service Desk personnel can support customers and clients in a variety of ways. These include:

Remote support via e-mail

Telephone access

Remote access (a secure 2 tier authentication process) and N3

Immediate incident and problem resolution wherever possible

Authorised Staff can also remotely log into practice workstations to resolve any issues (with Practice Manager’s permission).

The Service Desk Analysts are trained on all of our solutions and can offer advice to end users or can triage the call to one of our field trainers or account managers to follow up directly.

MSD have developed and deployed an automated remote monitoring system to facilitate an efficient and proactive means of monitoring the status of MSD software deployed at an individual practice level. The MSD Deployment Manager system sends back the status of the MSD software from each practice to the MSD central Service Desk.

This means that our Service Desk personnel can proactively monitor potential software issues before the customer is aware of any incidents

or problems and resolve them forthwith.Availability Standard: The MSD Software is available 99.5%

across 24 hours per day, 365 days per year.The availability measure excludes:

1. Planned downtime which will be notified to customers at least 7 days in advance and will be planned to coincide with a time which suits them wherever possible. It will however be between 8am and 6pm Monday to Friday

Unplanned downtime due to any issues outside of MSDs control i.e. GP practice infrastructure issues or problems with the Principle GP Supplier interfaces

Incident Fix Times Standard: Service level agreements

MSD will determine the appropriate priority of the resolution with the agreement of the user/customer.

MSD software does not stop GP practices from using their underlying clinical system. MSD helpdesk respond to customers within 2 hours of a call being logged. MSD can also arrange on site attendance if required by the practice within four (4) working days of a call to the Help desk or as stated within specific contracts

Severity Level 1 priorities i.e. a complete loss of service will be resolved within one working day of reporting the call.

MSD will provide the Customer with reports on a weekly basis detailing the status of Clinical Manager installations across the PCO and the General Practices licensed under this Agreement. The weekly reports will include:

1. Reported issues and resolution status;

2. The date of notification being received by MSD of an issue;

3. The date of resolution of an issue; and

4. Whether MSD or the Customer holds responsibility for dealing with any issue.

Incident Management

Where incidents give rise to a problem (e.g. unknown root cause), any problems impacting service availability are managed by the Service Desk Manager Significant incidents / problems will be passed to the Development Triage team to investigate and determine appropriate course of action.

Records of other quality corrective actions are

reviewed at Management Review meetings to establish if any trends can be identified. If so, these trends are used to allocate resources for corrective actions and improvement activities.

Any changes to products / services are controlled via the Change Control process with the Change Control Request cross-referenced from the Quality Incident Report form where applicable.

Any changes to quality procedures found necessary as a result of this review are implemented, verified and recorded as appropriate, in accordance with Document Control procedures.

Helpdesk Standard: MSD provide a comprehensive support service to all of our customers following ITIL best practice standards and have established Incident Management, Problem Management, Change Management and Release Management processes in place

MSD has a dedicated in-house IT Service Desk that provides remote support to end users from 8am until 6pm Monday to Friday in addition to our field based training team. The service desk supports existing clients in a variety of ways including remote support via email, telephone and remote access (a two tier authentication process) supported with a N3 connection. Our in-house developed ‘automated remote monitoring system’ enables a more efficient way of monitoring the status of the software in practices and receives real time alerts if any issues are detected. Our Service Desk is currently manned by 8 Support Analysts.

Dependencies ClinRisk Ltd for use of their Algorithms, QRISK®2, QDiabetes®, QFracture®, QCancer® and QAdmissions®. MSD purchase these directly from ClinRisk and the price is included within the MSD Offering.Infrastructure dependenciesNHS N3The following applications will need to be installed on the nominated server:Operating System (Server): Windows Server 2003, 2008, 2008 R2.NET Framework 3.5 SP1.SQL Server 2008 Express or later.Microsoft Internet Information Services (IIS) version 7 or later

configured for use with ASP.Net, WCF and SilverlightMicrosoft Silverlight version 4 or aboveMicrosoft Internet Explorer version 7 or later.The following applications will need to be installed on the client PCs:Microsoft Silverlight version 4 or aboveMicrosoft Internet Explorer version 7 or later.Service dependencies

Away from my desk (Remote support software)Local Personnel dependenciesCCG/CSU IT infrastructure teams

Related Products or Services

Related Products or Services that are enabled or can be provided more efficiently consequent to this Product or Service being in place

MSDs Evidence into Practice Service (EIP) a fully facilitated, clinical change management programmeRelated Products or Services that need to be in place to enable this Product or Service or allow this Product or Service to be delivered more efficiently

Clinical Manager should be in place first before Practice Comparison can be used as it relies on Aggregated data from Clinical Manager

Pricing Information

Product or Service Name CA1 Clinical Audit/Clinical ManagerPricing Approach Standard Price (£’s)

£460

Unit Price (£’s);

Per practice

Per annumWhere alternative prices are available for variant levels of service, these must be elaborated below. These variant services must be consistent with those identified within Annex A of Schedule 4.1 (Supplier Solution).Description of Variant Service (as elaborated in Annex A of Schedule 4.1 (Supplier Solution)

Price of Variant Service

Service Variant description 1:

No variant levels of service are offered for this product..


Unit of charge (e.g per practice, per device, per patient etc);

Time period (e.g.one-off charge, per month, per quarter ,per annum etc.)

Integrations with Principal Clinical System Providers

Where there is a current or proposed integration with a Principal Clinical System Provider, details should be provided of any price differences that apply for:

Compliant / non-compliant Lot 1 integrations or variations; and

Price Variations that are dependent on the identity of the Principal Clinical System Provider

No variation in standard pricing between the Principal Clinical System providers.

Invoicing Terms Invoice frequency (e.g. monthly, quarterly, annually)

Quarterly in arrears

Invoice delivery period (e.g. 5 working days after end on month; 15th of month following service period etc.)

Month following quarter to be charged for

Other invoicing terms:

No other invoicing terms apply

Payment Terms Due date for payment (e.g. 30 days after receipt of invoice)

30 days from date of invoice

Details of any early payment discounts

No early payment discounts apply

Any other payment terms

No other payment terms apply.

Discounts Details of any volume discounts, including details of the volume bands and the discounted price applying to each discount band

Standard Catalogue Prices may be discounted by the following rates dependent upon the volumes called off:

50 practices – 5% Discount 100 practices – 10% Discount 200 Practices – 20% Discount

Details of any multiple service discounts, including the service combinations that qualify for a discount and the discounted prices applying to each combination

Complete MSDi Suite CA1-4,6 & 7 available for £1000 per practice.

The above volume based discounts dependant on the volumes called off will then also apply on top of this multiple service discount.

Details of other available discounts. e.g.to different customer types(e.g. large/small; new/existing), by geographical area, by sector

No other discounts are available.

Dependencies Detail all dependencies on 3rd parties (e.g. Call Off Ordering Party, Practice, other supplier) relating to the provision of the product or service

No 3rd party dependencies apply in relation to this product.

Infrastructure dependencies (networks, hardware, software etc.)

NHS N3

The following applications will need to be installed on the nominated server:Operating System (Server): Windows Server 2003, 2008, 2008 R2.NET Framework 3.5 SP1.SQL Server 2008 Express or later.Microsoft Internet Information Services (IIS) version 7 or later

configured for use with ASP.Net, WCF and SilverlightMicrosoft Silverlight version 4 or aboveMicrosoft Internet Explorer version 7 or later.

The following applications will need to be installed on the client PCs:Microsoft Silverlight version 4 or aboveMicrosoft Internet Explorer version 7 or later.

Service dependenciesAway from my desk (Remote support software)Local Personnel dependenciesCCG/CSU IT infrastructure teams

Related Products or Services Where multiple products and services are offered that have some form of interdependency e.g. one product or service needs to be first in place before this one can be provided or vice-versa then this should be identified here;

Clinical Audit is required before other MSDi products can function. Including Medicines Management, LES Measurements, Data Quality, QoFMaximiser, Search Designer and Practice comparison.

Related products or services that can be provided at a lower price consequent to this product or service being in place

Once clinical audit is purchased the availability of the whole MSDi suite can be purchased as a bundle as detailed under the multiple service discounts.

Related products or services that need to be in place to enable this Product or Service or to allow this Product or Service to be delivered more efficiently

No related products or services need to be in place to enable this product to be delivered more efficiently.

Resource Based Pricing Where charges contain an element of charging for staff time (e.g. training, consultancy services or bespoke activity) then such charges should be referenced to the SFIA day rates contained within the supplier details section of the catalogue together with any non-staff components contained within the charge (e.g. training materials, room hire etc.)

MSDi provide software training as part of the list price. This is included at the rate of 1 training day per 10 practices purchased per annum.Additional training days can be purchased – Personnel at Business Change Grade 5 rate of £575 a day. (see SFIA rate table Annex C – Level 5 Business Change consultant required)

Other pricing information Deployment arrangements: costs, duration and activities associated with the deployment of this product or service

Deployment will occur over the first quarter following commencement of the contract. All deployment charges are included in the rate.

Exit arrangements: costs, duration and activities associated with the termination of the supply of this product or service

MSDi will uninstall the software following the termination of the agreement.MSD will work with the customer to ensure that:a) All aggregated data held within its centralised software is

either transferred to the customers own database or deleted

b) All MSD software is removed from the customers serversc) All MSD software and data is removed from every PC

within each General Practice or any virtualised environment

This will occur in the quarter following the termination. No charges will be levied for this

Other

Not applicable

Product or Service Name CA2 Medicines ManagementPricing Approach Standard Price (£’s)

£460


Per practice


















NHS N3





















Other

Not applicable

Product or Service Name CA3 Long Term ConditionsPricing Approach Standard Price (£’s) Unit Price (£’s);

£575Per practice


































NHS N3


configured for use with ASP.Net, WCF and Silverlight

Microsoft Silverlight version 4 or aboveMicrosoft Internet Explorer version 7 or later.











Other pricing information Deployment arrangements: costs, duration and activities associated

with the deployment of this product or service








Other

Not applicable

Product or Service Name CA4 Local Enhanced ServicesPricing Approach Standard Price (£’s)

£115


Per practice




No variant levels of service are offered for this product.



.Time period (e.g.one-off charge, per month, per quarter ,per annum etc.)




















50 practices – 5% Discount 100 practices – 10% Discount

200 Practices – 20% Discount









NHS N3





Related Products or Services Where multiple products and services are offered that have some form of interdependency e.g. one product or service needs to be first in place before this one can be provided or vice-versa then this

should be identified here;
















Other

Not applicable

Product or Service Name CA5 Q Admissions SoftwarePricing Approach Standard Price (£’s)

£0.04


Per patient


























No volume discounts are offered on this product.


No multiple service discounts are offered on this product.




Clin Risk Ltd for use of their Algorithms, QRISK®2, QDiabetes®, QFracture®, QCancer® and QAdmissions® . MSD purchase these directly from ClinRisk and the price is included within the MSD Offering.


NHS N3











Resource Based Pricing Where charges contain an element of charging for staff time (e.g. training, consultancy services or bespoke activity) then such charges should be referenced to the SFIA day rates contained within the

supplier details section of the catalogue together with any non-staff components contained within the charge (e.g. training materials, room hire etc.)






either transferred to the customers own database or deletedb) All MSD software is removed from the customers serversc) All MSD software and data is removed from every PC within

each General Practice or any virtualised environment


Product or Service Name CA6 Data Quality ModulePricing Approach Standard Price (£’s)

£230


Per practice

Per annumWhere alternative prices are available for variant levels of service, these must be elaborated below. These variant services must be consistent with those identified within Annex A of Schedule 4.1 (Supplier Solution).Description of Variant Service (as Price of Variant Service

elaborated in Annex A of Schedule 4.1 (Supplier Solution)Service Variant description 1:
















NOTE: All services must be invoiced in arrears; no advance payments will be permitted


















NHS N3




Service dependenciesAway from my desk (Remote support software)

Local Personnel dependenciesCCG/CSU IT infrastructure teams












MSDi will uninstall the software following the termination of the

agreement.MSD will work with the customer to ensure that:a) All aggregated data held within its centralised software is




Other

Not applicable

Product or Service Name CA7 QoF MaximiserPricing Approach Standard Price (£’s)

£230


Per practice


















NHS N3











Resource Based Pricing Where charges contain an element of charging for staff time (e.g. training, consultancy services or bespoke activity) then such charges should be referenced to the SFIA day rates contained within within the supplier details section of the catalogue together with any non-staff components contained within the charge (e.g. training materials, room hire etc.)









Other

Not applicable

Product or Service Name CA8 Search DesignerPricing Approach Standard Price (£’s) Unit Price (£’s);

£1150Per 5 users
























No volume discounts apply to this product.


No multiple service discounts apply to this product.




Microsoft Report builder


NHS N3

Service dependenciesAway From My Desk (Remote Support Software)

Software to be installed on Central Server:Operating System (Server): Windows Server 2003, 2008, 2008 R2

.NET Framework 3.5 SP1.

SQL Server 2008 R2 Express (Advanced Services – for Reporting Services) – a

new SQL Server instance.

Microsoft Internet Information Services (IIS) version 7 or later configured for

use with ASP.Net, WCF and Silverlight

Silverlight version 4 or above

Internet Explorer version 7 or later.

Software to be installed in Practice:SQL Server 2008 R2 Express (Advanced Services – for Reporting Services).

Operating System (Server): Windows Server 2003, 2008, 2008 R2; or Windows

XP, Vista or 7.


Local Personnel dependenciesCCG/CSU IT infrastructure teams
















Other

Not applicable

Product or Service Name CA9 Practice ComparisonPricing Approach Standard Price (£’s)

£690


Per deployment
























No volume discounts offered for this product.


No multiple service discounts offered for this product.




Microsoft Report builderInfrastructure dependencies (networks, hardware, software etc.)

NHS N3

Hardware:Memory 3GBHard disk 20GBProcessor P4 3GHz or higher

Software:Microsoft Windows Server 2003 or later is the installed OS

Microsoft SQL Server 2005 or later is installed on the server

Use of a SQL Server logon with database admin rights

IIS 6 or higher with .Net Framework 2.0 or higher and ASP.NET registered for IIS

FTP capabilities: if FTP is the chosen transport method

Dedicated IIS virtual directory for Extract files

Valid SSL Security Certificate from a known CA (Certification Authority) : if HTTPS is the chosen transport method

Admin rights to the web server when connecting remotely in order to install/maintain the web application and access event logs

Service dependenciesAway from my desk (Remote support software)

Software to be installed on Central Server:Operating System (Server): Windows Server 2003, 2008, 2008 R2


SQL Server 2008 R2 Express (Advanced Services – for Reporting Services) – a

new SQL Server instance.

Microsoft Internet Information Services (IIS) version 7 or later configured for

use with ASP.Net, WCF and Silverlight

Silverlight version 4 or above

Internet Explorer version 7 or later.

Software to be installed in Practice:SQL Server 2008 R2 Express (Advanced Services – for Reporting Services).

Operating System (Server): Windows Server 2003, 2008, 2008 R2; or Windows

XP, Vista or 7.

.NET Framework 3.5 SP1.Local Personnel dependenciesCCG/CSU IT infrastructure teams
















Other

Not applicable

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