NHS NSS Procures Live Chat for Fit for Work Scotland Integration

Fit for Work Scotland has procured live chat via NHS National Services Scotland (NSS), a Non departmental body accountable to the Scottish Government, who plays an active and crucial role in delivery of effective healthcare.

Fit for Work Scotland was established to reduce the impact that absence has on individuals, employers and the State and support a reduction in the length of sickness absence from work. Fit for Work Scotland’s chat sessions are being handled by occupational therapist and specialists, this helps people with long term health issues receive the most accurate information for their situation.

Securing Data

Security is a major aspect for NHS procurement, this spans from where the data will be stored, and who has access to the data, to security policies and controls in place for staff, contractors and third parties. NHS NSS were pleased with the responses during initial conversations with Click4Assistance and chose us as their recommended supplier.

Fit for Work Scotland is concerned with patient security, they have customised their pre-chat window to display a disclaimer:

Confidentially – Terms and Conditions

The internet is not secure, and the transmission of data to request advice is entirely at the patients’ own risk. The service accepts no responsibility for breaches in confidentiality resulting from patients’ transmissions.

For information on how we hold and use data you provide please click here.

If you cannot find the answer you are looking for then please get in touch with the service using the following email: NSS.FFWS@nhs.net

By clicking submit you agree to the terms and conditions of using this service.

This allows the individual to take full responsibility for their data and choose whether to interact via chat or contact the organisation through a different communication channel.

Upon entering a chat the organisation asks for the visitor to provide a first name. This allows the representatives to personalise the chat and address the patient directly. Depending on the enquiry the advisors can then ask for the relevant details, using them in the appropriate manner as outline by their privacy policy.

Click4Assistance Security

NHS NSS may be looking to roll out the Click4Assistance solution to other services based on feedback from Fit for Work Scotland. Each service can have their own account to ensure that the data is ring-fenced and they only have access to their own service account.

Each individual account can restrict users’ permissions, access to specific modules and separate areas within those modules, for example a representative should only have access to the chat dashboard, whereas an administrator will also have access to management information including user settings and reporting.

Chats are transmitted through the Click4Assistance solution with SHA-256bit encryption, the same level of security you would expect from a payment page.  All data is stored in Europe’s most impenetrable data centre in the UK, Equinix LD8 London IBX, where entry into the facility is tightly controlled with strict procedures in place to monitor and control visitor access.

The Data centres certifications include:

• ISO 27001
• OHSAS 18001
• ISO 50001
• PCI-DSS
• ISO 9001
• ISO 14001

Click4Assistance understands the importance of data security and is regulated by the Information Commissioner’s Office (ICO), complying with the Data Protection Act 1998. We have been working with clients in all types of industries and recognise the growing concern around the secureness of data.

You can download our security documentation from our support pages for further reading.

For more information on NHS NSS procurement of live chat and how you can implement the solution just like Fit for Work Scotland’s chat integration, contact our team on 01268 524528 or email theteam@click4assistance.co.uk.

Author: Gemma Baker

Gemma is the Marketing Executive for UK live chat software provider, Click4Assistance, with a range of digital knowledge within PPC advertising, SEO practices, email campaigns and social media.