FAQs

General / Business

How can NHS customers purchase RIVIAM?

Riviam is available from the UK Government G-Cloud (https://www.digitalmarketplace.service.gov.uk/g-cloud/services/442730021084328 ).This means that NHS organisations are able to purchase our services easily with no need to run a full tender or competition procurement process.

If you would like more information about how to purchase RIVIAM you can send us an email on hello@riviam.com or call our office on +44 (0) 1225 945 020.

Who are RIVIAM’s current customers?

RIVIAM has a wide range of valued customers ranging from NHS services to independent providers. Our clients include BEMS+, Beacon UK, Surrey and Borders Partnership Trust and ForwardThinking Birmingham. To find out more about how our customers benefit from the secure services that RIVIAM provides please read our case studies.

What national programmes is RIVIAM part of?

RIVIAM is part of the GPSoC interfacing programme, allowing RIVIAM to connect with existing NHS systems such as TPP SystmOne and EMIS Web. This enables us to extract data from the patient record and to be shared securely with RIVIAM. We are also currently part of the miniSpine programme, where RIVIAM is connecting into the patient demographic service. Furthermore, RIVIAM will be part of the GPConnect programme in the future.

Which industry networks does RIVIAM contribute to?

RIVIAM is a proud member of the INTEROPen collaboration which aims to accelerate the improvement of open standards for interoperability in the health and social care industry. We are also involved with techUK.

Service

What customer support does RIVIAM provide?

RIVIAM has a dedicated support desk, which aims to provide excellence in customer service. Please send enquiries to support@riviam.zendesk.comOur support desk is manned from 9.00am to 5.30pm Monday-Friday.

For general information you can also get in touch with us by emailing hello@riviam.com or by calling our office directly on +44 (0)1225 945 020.

Interoperability

Which NHS systems does RIVIAM connect with?

Interoperability is key to RIVIAM’s strategy. RIVIAM is hosted behind a gateway within the NHS N3 network allowing secure access to existing NHS systems and the wider Internet.

RIVIAM interfaces with TPP SystmOne and EMIS Web platforms and is currently undergoing final licensing with NHS Digital. This means that data can be extracted from the patient record and shared easily and securely with RIVIAM. Further, this allows RIVIAM to write back into the GP systems updating patient records.

We are also piloting with Acute systems CERNER Millennium in order to exchange patient information.

How does RIVIAM connect with existing NHS systems?

RIVIAM uses NHS approved open APIs to provide a flexible method of accessing patient data. This includes using CDA (Clinical Document Architecture), ITK (Interoperability ToolKit) and FHIR (Fast Healthcare Interoperability Resources).

RIVIAM is also connected to the NHS MESH network, allowing secure application-to-application messaging.

Security

How secure is patient data, how is it stored and managed ?

RIVIAM takes patient data and security seriously. All data is encrypted using the AES 256 algorithm, which meets the NHS encryption requirements. In addition to this, our platform is hosted entirely within the NHS N3 network, meeting IL2 accreditation. This provides secure and safe access across the NHS and to Internet connected devices through a secure gateway.

How does RIVIAM comply with NHS Information Governance standards?

To provide NHS N3 services, RIVIAM has undergone an architectural review of the data centre and passed an audit by UKCloud who provides the NHS N3 aggregated connection.

How does RIVIAM’s authentication work?

RIVIAM securely manages patient identifiable data. In order to comply with the NHS Information Governance standards RIVIAM requires users to use 2 factor authentication (2FA). This means that users will need a username and password followed by a 5 digit code that is generated on their mobile device. The code can come from a SMS text message generated by RIVIAM or from using a code generator app on the user’s mobile phone.

What other security features does RIVIAM provide?

RIVIAM’s Secure Referral Forms provide a bridge between the Internet and the NHS N3 network delivering sensitive data directly to service providers. When a referral is submitted the data is immediately encrypted with AES 256. RIVIAM processes the encrypted data and converts it into a PDF document, which is then delivered to a single email address. The referral forms can only be downloaded from within the NHS N3 network, facilitating data security to the highest standards.

Mobile

What devices can be used with RIVIAM?

RIVIAM’s capabilities enable clinicians with an Internet connected Android mobile device (including smartphones and tablets) to access up-to-date information about the patient on the go. Users can also create, share and record their own notes, hence delivering better patient care. RIVIAM is also supported on Microsoft Windows and Apple OSX Mac using a browser.

What browsers does RIVIAM support?

Microsoft Internet Explorer 11 or above. Apple Safari, Google Chrome, Microsoft Edge and Firefox.

Is it possible for several users to use one device connected to RIVIAM?

RIVIAM allows several users to share one device by providing each user with a different username. Several users can therefore easily use a single device by signing in and out with their unique credentials.

Can you work offline when using RIVIAM?

RIVIAM provides clinicians with the ability to continue writing notes, taking photographs and recording videos when no signal is available. Once the connection is re-established all information is then shared automatically with other authorized clinicians.

How long does it take to upload video and pictures on RIVIAM?

Uploading videos and pictures on RIVIAM is constrained by available bandwidth and the strength of the Internet connection. To compensate these problems RIVIAM uses a proprietary protocol that we’ve developed to transfer large amounts of data quickly and to manage breaks in connection. Once a video, image or audio recording has been taken, it is uploaded in the background so the user doesn’t need to worry about the time needed to upload all information.

Why does RIVIAM track the location of a mobile user?

RIVIAM tracks the location of every user’s device and records the location. We do this so that RIVIAM can provide a full audit trail of when and where sensitive data is recorded and viewed about patients. Our service is highly secure and the encryption provided ensures that it is not possible to abuse our service. Furthermore, it increases the safety of every user and allows administrators to see if appointments can be made on time.

For NHS England contracts patient data is only accessible via the mobile app when the user is in England.