Services Description

GPSoC Service Name / Envisage Coda
GPSoC Service ID / EGENVCC1
Functionality/Service Overview / Envisage Coda is an advanced visual information system for the waiting room that combines health awareness and practice information messaging via Digital Signage on large screen TVs, with an optional Patient Call facility.
Enhancing the patient experience is essential in the running of a modern, efficient surgery. Envisage Coda provides a way to deliver educational and entertaining digital media to patients while they wait to be called to their appointments.
Waiting times feel shorter and communication is improved as patients receive highly targeted health related messages and important practice information; reducing the impact on reception.
Envisage Coda will allow you to:
  • Promote healthy living with topical messages e.g. encourage regular exercise
  • Keep patients informed and advise patients of additional services e.g. flu jabs, smoking cessation clinics etc.
  • Control displayed content from any web browser
  • Call patients to their appointment both audibly and visually with Patient Call
  • Improve the quality of patient waiting areas
  • Educate and entertain patients while they wait
  • Show multiple media content at one time using the Envisage Coda layout facility
  • Content can be managed locally by the Practice or globally by the CCG enabling the CCG to have touch points with their patient base, tailoring specific health awareness campaigns across their entire region
Benefits of Envisage Coda
  • Unlimited access to the entire Envisage Coda media library website which includes national health awareness campaigns for your use.
  • Targeted messaging to patients groups as they wait e.g. show maternity related media to patients waiting for a baby clinic. You can schedule this in advance with the Envisage Coda media scheduling facility.
  • Display surgery specific information to your patients including the services you offer, opening times and anything else you wish to highlight to patients.
  • Create and schedule your own media with an extensive range of media formats; flash, PDF, video, RSS media and ticker.
  • Envisage Coda Apps allow you to access and display YouTube media, local weather forecasts Flickr photographs and relevant ‘tweets’ through Twitter.
  • Patient Call works together with your Envisage Coda Digital Signage to call patients, both visually and audibly, from the waiting room to the consulting room.
More information can be found at
Current Integrations with Principal Clinical Systems: EMIS LV, EMIS PCS, EMIS Web.
Support / Standard Service Performance & Support:
Service Metrics
Severity Level / Initial Response Time & initial diagnosis / Resolution (where remote resolution is possible) / Response (on-site) / Resolution (on-site –excluding data recovery) / Contract Remedies
Critical / 1 Working Hour / 2 Working Hours / 4 Standard Maintenance Hours / 8 Standard Maintenance Hours / Available
High / 1 Working Hour / 4 Working Hours / 8 Standard Maintenance Hours / 8 Standard Maintenance Hours / Unavailable
Medium / 1 Working Hour / 8 Working Hours / 16 Standard Maintenance Hours / 8 Standard Maintenance Hours / Unavailable
Low / 1 Working Hour / 16 Working Hours / 5 working days / 8 Standard Maintenance Hours / Unavailable
Support Arrangements
Service Desk
The Service Desk provides a comprehensive portfolio of services, as outlined below. In all cases the Service Desk is the owner of all Incidents reported by the client. Each Incident is given a unique identifier (ECR number) and any actions are recorded real-time into the ECR and stored in the EMIS Customer Database (CDB).
All difficulties relating to your Envisage Coda should be reported to the Service Desk. Initial diagnosis by the Service Desk will determine the nature of the reported Incident, anticipated Response times will be dependent upon the severity level of the reported Incident as outlined in the Service Level Matrix (for example, our response to a System Down would be 4 hours on-site).
Telephone Support
Available 24/7/365 the Service Desk is a department dedicated to resolving the technical issues of our Customers. All the staff are technically skilled and trained in customer service so they are able to deal with calls direct from the customer. This team can be contacted in one of four ways:
  • Telephone the Service Desk Help Line at any time.Calls may be monitored for training purposes.
  • Fax the Incident through to the Service Desk using the dedicated fax number; this should not be used for urgent faults.
  • Email the Incident to
  • You can log the Incident via the online ECRtracker available on

For support the user can also refer to the On-Screen Help Text or the relevant User Guide to try to resolve the incident.
On-Site Fault Repair
Available Monday to Friday 0900 – 1700
Complete parts and labour cover is provided for repair of the Envisage Coda covered by this Specification.
Our team of approximately 100 field based Network Consultants are trained internally and by manufacturers this means that they are able to process warranty repairs with no additional charge to the customer, and because all Network Consultants are employed directly by EMIS we ensure they have the skills to perform any application or data reconfiguration. To the customer this means that all the work required is performed by one person from one organisation.
As part of the engineer visit process, the Network Consultant is made aware of the issues at the Customer premises before their arrival. Upon arrival the Network Consultant will introduce themselves, explain what they will be doing, the effect on the Customer, and negotiate room access if required.
Once the work has been completed the Network Consultant clears the call verbally with Head Office, arranges for additional work to be completed if required via Head Office and produces a detailed report which is saved centrally at EMIS. The Customer will then receive a follow-up call from the Service Desk to agree closure of the Incident.
Availability Standard: / Not Applicable as dependent on local infrastructure however support arrangements are offered as follows;
Telephone Support
24/7/365
On-site Support
0900 to 1700 Monday to Friday. Excludes Public Holidays
Incident Fix Times Standard: / Please see above table in Standard Service Performance & Support
Helpdesk Standard: / 24/7/365
Dependencies / Infrastructure dependencies
Cabling requirements:
- Double electrical power point
- Cat5 socket including Cat5 cabling to the Comms cabinet which must be located within 150m
Cabling service available upon request
Service dependencies
An annual licence is required to ensure continuation of the service and the support offered.
Local Personnel dependencies
Practice personnel are trained on how to initiate a patient call and/or how to access the Coda web portal to create and edit content for the Coda Digital Signage System.

Pricing Information

Pricing Approach / Standard Price (£’s)
£3,376.00
Based on a 32" Envisage Coda Digital System with Web Service and Call Agent. / Unit Price (£’s);
£3,376.00
Per Device
one off charge
£790 per annum from year 2 onwards
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 elaborated in Annex A of Schedule 4.1 (Supplier Solution) / Price of Variant Service
Service Variant description 1:
Envisage Coda is available in a variety of packages offering different screen sizes and multi-screen packages for displays in multiple waiting rooms over different terms. The customer is advised to call us with their exact requirements / 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.)
Service Variant description 2:
See above / 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.)
Service Variant description 3:
See above / 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
Price Variations that are dependent on the identity of the Principal Clinical System Provider
Not Applicable
Invoicing Terms / Invoice frequency (e.g. monthly, quarterly, annually)
Invoiced upon installation (arrears).
Invoice delivery period (e.g. 5 working days after end on month; 15th of month following service period etc.)
Invoiced upon installation (arrears).
Other invoicing terms:
Not Applicable
Payment Terms / Due date for payment (e.g. 30 days after receipt of invoice)
30 days after invoice
Details of any early payment discounts Not Applicable
Any other payment terms
Not Applicable
Discounts / Details of any volume discounts, including details of the volume bands and the discounted price applying to each discount band
Details of any multiple service discounts, including the service combinations that qualify for a discount and the discounted prices applying to each combination
Not Applicable
Details of other available discounts. e.g.to different customer types(e.g. large/small; new/existing), by geographical area, by sector
Not Applicable
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
Infrastructure dependencies (networks, hardware, software etc.)
Cabling requirements:
- Double electrical power point
- Cat5 socket including cat5 cabling to the Comms cabinet which must be located on the same floor as the Envisage Coda and within 150m
Service dependencies
An annual licence is required to ensure continuation of the service and the support offered.
Local Personnel dependencies
Practice personnel are trained on how to initiate either a patient call and/or how to access the Coda web portal to create and edit content for the Coda Digital Signage System.
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;
Related products or services that can be provided at a lower price consequent to this product or service being in place
Not Applicable
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
Not Applicable
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 cataloguetogether 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
Not Applicable
Other
  • For customers that are currently receiving the service provided by this Catalogue Item then EMIS will offer the service at their current annual charges where these are less than the Guaranteed Maximum.
  • 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.