Services Description
GPSoC Service Name
Risk Stratification
GPSoC Service ID
Functionality/Service Overview
1YRSC1-15
The QAdmissions predictive risk algorithm has been fully integrated into EMIS
Web clinical system to allow en-masse risk profiling of patients.
This risk profiling tool enables practices to easily identify patients who may be
at risk of an unplanned hospital admission in the next 12 months, and
proactively manage these patients using a suite of clinical decision support
tools.
Current Integrations with Principal Clinical Systems:
Fully integrated into EMIS Web.
No other Principal Clinical Systems supported.
Support
Standard Service Performance & Support:
EMIS Support is geared towards following Industry Standard Best Practice.
EMIS provide a Service Desk and Support function to its customer base, which
takes on average around 35,000 calls and logs 20,000 new Incidents a month.
EMIS Support has an average Incident first time fix rate of 80%.
The Support function is made up of Technical Support teams who specialise in
areas of the clinical systems and the underlying architecture, with over 100
Support Consultants in the teams.
This allows EMIS to provide a specialisation in key areas. If the Technical
Support teams Identify a Problem in the resolution of the Incident or whilst
providing a work around, then the technical Support teams record the Problem
on the Problem management system and assign this to a specialist Problem
analyst.
EMIS manage Incidents against defined Service Levels and the Support teams
work load is directed by the severity and priority of Incidents.
EMIS provide software support through a variety of methods;

Telephone Support (0845 122 2333) – EMIS use an advanced telephone
system, which allows real time management of inbound calls and
provides customers with the option to talk to one of our support
consultants.

Email (support@e-mis.com) – Customers can report faults to EMIS at
any time via Email. All faults reported via this address are processed
and allocated an Incident Reference (ECR) automatically.

Support Centre – Accessible via EMIS Web, the Support Centre
contains a vast array of training and self-help resources including
video’s and a forum allowing customers to post new questions to EMIS
Support and search through questions that have already been answered.

ECR Tracker – The ECR Tracker is the quickest and most convenient
way for customers to log new issues or track the progress of outstanding
ones, It is clear and simple to use and is accessible through the link
with-in EMIS Web.

Service Relationship Management (SRM) Team – EMIS also have a
regional SRM Team that are responsible for visiting customers to
discuss any support issues they have in an account management
capacity.
Availability Standard:
Standard Service Level Availability
99.9%
Incident Fix Times Standard:
Incident resolution times
Severity 1
Severity 2
Severity 3
Severity 4
Severity 5
2 Hours*
4 Hours*
16 Hours**
48 Hours**
144 Hours**
*Timings for severity 1 & 2 incidents
are applicable 24/7 365 days.
**Timings for severity 3, 4 & 5
incidents are applicable during support
hours only
Helpdesk Standard:
Telephone Support
0845 122 2333
Core Support Hours
07:30 – 19:00 (Monday – Friday)
09:00 – 13:00 (Saturday)
Support Hours
06:30 – 20:30 (Sunday - Saturday
(inclusive) including Bank Holidays).
Dependencies
The QAdmissions algorithm, while integrated into EMIS Web, is developed and
maintained by ClinRisk.
Infrastructure dependencies
Risk Stratification is an add-on product for EMIS Web. Only users of EMIS
Web can utilise the application.
Related Products or Services
Where multiple products and services are offered by the Suppliers that have
some form of interdependency e.g. one product or service needs to first be in
place before this one can be provided or vice-versa then this should be
identified here
EMIS Web must be installed. Risk Stratification is an add-on to this principal
clinical system
Pricing Information
Pricing Approach
Standard Price (£’s):
Unit Price (£’s); £600
£600
per practice
per annum
Where 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:
Unit Price (£’s);
No other variants available
Service Variant description 2:
No other variants available
Service Variant description 3:
No other variants available
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.)
Unit Price (£’s);
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.)
Unit Price (£’s);
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
Not Applicable - No other Principal Clinical Systems are supported other than
EMIS Web
Price Variations that are dependent on the identity of the Principal Clinical
System Provider
Not Applicable - No other Principal Clinical Systems are supported other than
EMIS Web
Invoicing Terms
Invoice frequency :
Invoiced annually in arrears
Invoice delivery period :
365 days after service activation
Other invoicing terms:
None
Payment Terms
Due date for payment :
30 days after receipt of invoice
Details of any early payment discounts:
None
Any other payment terms:
None
Discounts
Details of any volume discounts, including details of the volume bands and the
discounted price applying to each discount band
GP
1 Year Risk
2 Year Risk
Practice
Stratification Stratification
Number
Contract
Contract
Bandings (per practice) (per practice)
% Discount
% Discount
1-15
0%
5%
16-25
3%
8%
26-35
7%
12 %
36-45
10 %
15 %
46-55
13 %
18 %
56+
17 %
21 %
Details of any multiple service discounts, including the service combinations that
qualify for a discount and the discounted prices applying to each combination
None
Details of other available discounts. e.g.to different customer types(e.g.
large/small; new/existing), by geographical area, by sector
None
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:
The QAdmissions algorithm, while integrated into EMIS Web, is developed and
maintained by ClinRisk.
Infrastructure dependencies (networks, hardware, software etc.):
Risk Stratification is an add-on product for EMIS Web. Only users of EMIS Web
can utilise the application.
Service dependencies:
None
Local Personnel dependencies :
None
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;
EMIS Web must be installed. Risk Stratification is an add-on to this clinical
system
Related products or services that can be provided at a lower price consequent to
this product or service being in place
None
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
None
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.)
Not applicable
Other pricing
information
Deployment arrangements: costs, duration and activities associated with the
deployment of this product or service
There are no additional deployment costs. Activation of the software will be
performed by EMIS Deployment upon receipt of a signed contract. This will be
performed remotely without the need to visit the customers’ site.
Exit arrangements: costs, duration and activities associated with the termination
of the supply of this product or service
Upon termination of supply, EMIS will deactivate the QAdmissions functionality
within the users’ clinical system. This will be performed remotely by EMIS
without the requirement to visit the users’ site.
If a yearly contract is not renewed, this deactivation will occur no later than 30
days after the expiration of the contract term.
Other
By mutual agreement between the customer and the supplier, to aid the
transition of existing services and the administrative convenience for new
orders, this product or service can be invoiced and paid either annually or
quarterly in advance by inserting a special term in the Order.