Document Status : Public  
Release 2025.2 
Last Updated : January 14,2026 

1. Overview 

This document provides an integrated description of the Implementation Services for Empathika, combining contractual implementation scope with the practical implementation process. It is intended for inclusion within the Schedules of the Agreement and should be read alongside the main contract terms, Order Form, and any agreed Statement of Work. 

For the purposes of this document: 

• Provider: CareApps Limited, the maker and supplier of Empathika (hereafter referred to as "Empathika" or "CareApps Limited") 

• Customer: The legal entity or individual subscribed to Empathika’s services (hereafter referred to as the "Customer" or "Client") 

The Implementation Services are designed to ensure Empathika is configured, deployed, adopted, and used safely and effectively within the Customer’s care setting, in line with clinical safety, information governance, and operational best practice. 

2. Implementation Principles 

Implementation Services are delivered using a phased, structured approach and are based on: 

• Standard Empathika functionality 

• Role-based access and clinical safety principles 

• Shared responsibility between CareApps Limited and the Customer 

• Controlled scope, with variations agreed in writing 

Implementation does not include bespoke software development or customisation unless explicitly agreed. 

3. Phase 1 – Implementation Initiation & Governance 

Objective: Establish clear ownership, governance, and communication arrangements. 

Services Provided: - Implementation kick-off meeting(s) - Agreement of implementation scope, milestones, and timelines - Identification of implementation roles and escalation paths - Establishment of communication channels and cadence 

Typical Deliverables: - Roles & Responsibilities Matrix - Communication and Escalation Plan - Stakeholder Directory 

4. Phase 2 – Data Analysis & Migration Planning (if applicable) 

Objective: Prepare Customer data for accurate and secure setup within Empathika. 

Services Provided: - Review of Customer-provided data sources and formats - High-level data mapping to Empathika schemas - Agreement of data migration approach, scope, and responsibilities - Definition of validation and rollback approach 

Typical Deliverables: - Data Mapping Summary - Data Migration Plan 

CareApps Limited relies on Customer-provided data and does not validate clinical accuracy. 

5. Phase 3 – Data Migration & Setup (if applicable) 

Objective: Migrate agreed datasets into Empathika in a controlled manner. 

Services Provided: - Test migration (where applicable) - Full migration of agreed datasets (e.g. users, residents, medication records) - Maintenance of migration logs 

Typical Deliverables: - Migrated Data Sets - Migration Completion Confirmation 

6. Phase 4 – Data Validation & Clinical Review 

Objective: Confirm data completeness and usability within the live environment. 

Services Provided: - Support validation sessions with nominated Customer representatives - Resolution of agreed migration issues 

Typical Deliverables: - Data Validation Summary - Customer Sign-Off (where applicable) 

7. Phase 5 – System Configuration & Medication Setup 

Objective: Configure Empathika to reflect the Customer’s operational and clinical workflows. 

Services Provided: - Configuration of organisational and site settings - User role and role-based access control (RBAC) configuration - Configuration of medication schedules, cycles, and inventory settings (where applicable) - Alignment with audit, approval, and notification controls 

Typical Deliverables: - Configured System Environment - RBAC Configuration Summary - Medication & Inventory Setup Confirmation 

8. Phase 6 – User Acceptance Testing (UAT) 

Objective: Enable the reminds core users to validate system readiness prior to go-live. 

Services Provided: - Support for UAT planning and execution - Guidance to Super Users and Change Champions - Logging and resolution of agreed defects 

Typical Deliverables: - UAT Completion Summary - Go-Live Readiness Confirmation 

9. Phase 7 – Training & Go-Live Support 

Objective: Prepare staff for live use and support a controlled transition to production. 

Services Provided: - Role-based training (remote or on-site, as agreed) - Provision of standard training materials and user guides - Go-live support and initial hypercare period (where agreed) 

Typical Deliverables: - Training Attendance Records - Quick-Start Guides - Go-Live Checklist  

10. Phase 8 – Post-Implementation Support 

Objective: Ensure stability, adoption, and transition to business-as-usual support. 

Services Provided: - Post-implementation review meeting - Transition to standard support and maintenance services - Ongoing incident and service request handling in line with agreed SLAs 

Typical Deliverables: - Implementation Review Summary - Support Handover Confirmation  

11. Clinical Safety, DSPT & Governance Alignment 

Implementation Services are delivered in alignment with relevant NHS and care sector standards and guidance, including: 

• DCB0129 (Clinical Risk Management: Manufacturers) – CareApps Limited maintains a Clinical Risk Management System and provides Empathika as a clinically safe product, supported by hazard identification, risk controls, and safe configuration principles. 

• DCB0160 (Clinical Risk Management: Health Organisations) – The Customer retains responsibility for local clinical safety governance, implementation decisions, and operational use of Empathika within their care setting. 

• Data Security and Protection Toolkit (DSPT) – Implementation supports secure system configuration, role-based access control, audit logging, and information governance good practice, enabling Customers to meet DSPT obligations. 

Clinical safety and data protection responsibilities are shared and proportionate to each party’s role under the Agreement. 

Schedule A – Implementation Services 

A1. Scope 

CareApps Limited shall provide Implementation Services to support the configuration, deployment, training, and go-live of Empathika, using a phased and structured approach aligned to clinical safety and information governance requirements. 

A2. Implementation Phases 

Implementation Services may include: 

• Implementation initiation, planning, and governance setup 

• System configuration and environment setup 

• Data migration support (where agreed) 

• Data validation support 

• Medication scheduling, workflows, and inventory configuration (where applicable) 

• User Acceptance Testing (UAT) support 

• Training and go-live assistance 

• Hypercare support period 

Services are based on standard Empathika functionality unless otherwise agreed in writing. 

A3. Training & Go-Live 

CareApps Limited shall provide role-based training and go-live support as agreed, using standard training materials and delivery methods (remote or on-site). 

A4. Hypercare Support 

Hypercare is a defined, short-term enhanced support period immediately following go-live, designed to stabilise system usage and support user adoption. 

Hypercare may include: - Priority handling of implementation-related issues - Increased support availability - Close monitoring of early system usage and reported incidents 

Unless otherwise stated, Hypercare is time-limited (typically 1–2 weeks post go-live) and transitions into standard support arrangements thereafter. 

Schedule B – Customer Responsibilities 

Clinical Safety Disclaimer 

Empathika is provided as a clinical support system and does not replace professional clinical judgement, local policies, or statutory duties of care. 

CareApps Limited: - Provides Empathika in accordance with DCB0129 requirements, including the identification and mitigation of reasonably foreseeable clinical risks associated with the product - Designs the system to support safe configuration, auditability, and role-based access 

The Customer acknowledges and agrees that: - Responsibility for the safe clinical use of Empathika within the care setting rests with the Customer in accordance with DCB0160 - All clinical decisions, medication administration decisions, and care interventions remain the responsibility of appropriately trained and registered professionals - Empathika does not provide diagnosis, prescribe treatment, or make autonomous clinical decisions 

The Customer is responsible for ensuring: - Empathika is implemented in line with local clinical safety policies and governance arrangements - Staff are trained, competent, and authorised to use the system - Appropriate procedures are in place for monitoring, escalation, and incident management 

Nothing in the Agreement shall be construed as transferring clinical responsibility or duty of care from the Customer to CareApps Limited. 

Schedule B – Customer Responsibilities 

B1. Governance & Clinical Safety 

The Customer shall: 

• Nominate appropriate clinical, operational, and technical leads 

• Maintain local clinical safety governance in line with DCB0160 

• Ensure Empathika is implemented and used in accordance with internal policies and applicable laws 

B2. Data & Information Responsibilities 

The Customer is responsible for: 

• Providing accurate, lawful, and up-to-date data 

• Ensuring appropriate consents and lawful bases for data processing 

• Validating migrated data and confirming readiness for live use 

  
  

CareApps Limited does not validate the clinical accuracy of Customer-provided data. 

B3. Staff Availability & Training 

The Customer shall ensure: 

• Availability of staff for implementation activities and training 

• Staff competence and ongoing training post-implementation 

• Adherence to role-based access and acceptable use policies 

  
  

B4. DSPT & Information Governance 

The Customer remains responsible for: 

• Completing and maintaining DSPT compliance 

• Managing user access, devices, and local security controls 

• Reporting incidents in line with NHS and organisational procedures 

12. Exclusions 

Unless expressly agreed in writing, Implementation Services do not include: 

• Bespoke development or customisation 

• Third-party system integrations 

• Extensive historical data migration 

• Ongoing or refresher training beyond initial implementation 

13. Variations 

Any variation to these Implementation Services must be agreed in writing and may be subject to additional fees and revised timelines.