Company name: Decently Limited

Product name: Melo

Version number: Not applicable

Type of product: Software as a Service (SaaS)

Key contact: James Burch | Contact via hello@decently.co.uk

Registered address: Department Campfield, Lower Byrom Street, Manchester, M3 4FP

Country of registration: UK

Companies house registration number: 13604268

CQC assessment: Not applicable

Who is this product intended to be used for? Clinical teams caring for individuals with challenging to manage behaviours.

Describe who the intended users are, the intended or proven benefits for users and confirm if / how the benefits have been validated. The intended users for Melo are: all frontline and clinical staff across multidisciplinary teams caring for individuals with challenging behaviours as a result of complex neurological and cognitive conditions. Users include: Health Care Assistants (HCAs) / Support Workers, Ward Managers and Matrons, Learning Disability Specialists, Nursing Staff, Clinical Psychologists / Neuropsychologists, Trainee and Assistant Psychologists / Neuropsychologists, Therapy staff including Speech and Language Therapists and Occupational Therapists etc.

Melo is designed to help frontline teams quickly make sense of complex behaviours so they can deliver safer, more joined up care for people with neurological and cognitive conditions.

Core clinical benefits:
• Standardises behavioural assessment so everyone is working from the same, clinically validated frameworks rather than ad hoc notes or spreadsheets
• Improves clinical decision making by turning observations into clear graphs, risk levels and dashboards at patient, ward and organisation level.
• Supports earlier intervention by helping staff spot patterns and early warning signs of escalation in behaviour, mood, sleep, pain or medication effects.

Workflow and time savings:
• Simplifies data capture at the bedside or on the ward (mobile, tablet, desktop), replacing paper forms, notebooks and scattered spreadsheets.
• Saves clinicians time on assessments, reporting and MDT preparation by providing real time views, one click graph export and AI generated behaviour summaries.
• Reduces duplication and login friction by integrating with existing systems, supporting SSO and providing a digital audit trail of all assessments.

Safety, quality and legal protection:
• Enhances patient and staff safety by supporting evidence based care plans that reduce incidents, restrictive practices and challenging or dangerous situations.
• Lowers medico legal risk through complete, searchable digital records instead of lost or illegible paper forms, and by meeting NHS aligned security and DTAC standards.
• Reduces clinical errors associated with handwritten or incomplete data by enforcing structured, digital capture.

Organisational and commissioning benefits:
• Provides site and organisation level dashboards to track trends in severity, frequency, restraint use and outcomes, supporting service improvement and reporting to commissioners.
• Helps teams prioritise resources and interventions where they are most needed, improving throughput and potentially reducing length of stay.
• Supports best practice and staff development with shared intervention plans and access to training resources and guides.

Experience for multidisciplinary teams:
• Makes behavioural information easier to share across MDTs, improving handovers, onboarding of new staff and cross team communication.
• Offers flexible access and permissions so individuals, wards and whole organisations can collaborate while keeping sensitive data appropriately controlled.

Evidence / Evaluations

• Salford Evaluation August 2024

• Infographic

• Evidence Evaluation summary (Jan 2026)
  

What is the product designed to do and how is it used? Melo is a digital behavioural assessment & management application that is used in place of traditional paper assessment forms. Melo supports clinicians with evidence-based information that can be used to better understand changes in patient behaviour so that appropriate care planning decisions can be made in a timely and appropriate way. Melo does not seek to replace the clinical decision making already taking place, rather to enhance decision making and improve the efficiency of how behavioural data is collected and shared across multi-disciplinary clinical teams.

Provide information about the flow of data between the product and the Health IT System.
Where applicable, provide a user journey map.

• Our User journey document outlines the user flow, and the different ways Melo is used.

• Our Data-flow document outlines the data flows between clinician and Melo.

Does your DHT product, or any component within it, qualify as Software or Artificial Intelligence as a Medical Device under the UK Medical Devices Regulations 2002? No.

Is your product designed to provide electronic information to influence, support or manage the real time or near real time direct care of patients/service users? Yes.

Have you undertaken Clinical Risk Management activities for this product which comply with DCB0129? Yes.

Please supply your clinical risk management plan. We have a number of processes and policies in place to manage clinical safety risk in live service between releases. They are outlined in the following Risk management policies/documents

• Clinical Risk Management Standard

• Decently Internal Audit Procedure

• Clinical Event & Security Incident Reporting Process

• Decently Clinical Risk and Safety Meeting minutes

• Decently Clinical Risk Mgt Legal Register

• Decently Clinical Change Management Policy

• Decently Document Control Standard

• Decently Information Handling and Classification Standard

All clinical staff using Melo will have received appropriate training in the appropriate and safe use of Melo, including how to report potential problems or ‘bugs’ with the Melo system, and how to access and input data into Melo system in the event of system down-time.

Please supply your Clinical Safety Case Report and Hazard Log:

• Clinical safety case report

• Clinical safety hazard report

Please provide the name of your Clinical Safety Officer (CSO), their profession and registration details.

Dr Stephen Mullin, Consultant Clinical Neuropsychologist.
HCPC - PYL17468
BPS 85168
CSO training completed (NHS Digital)

If your organisation has or will have direct or remote access to any patient data or NHS systems, please confirm you are compliant (having standards met or exceeded status) with the annual Data
Security and Protection Toolkit (DSPT) assessment for the current year if new to market, or previous year if you have yet to provide a return for the current year. Confirmed - Decently DSPT

Does the product or service process any personal data or data about deceased individuals?
This includes any personal data processed by a sub processor. Yes.

Please attach evidence of a current registration with the Information Commissioner’s Office (ICO).

• ICO Registration details

Organisation name: Decently Limited

Reference: ZB388781

Confirmation: Renewal Confirmation 2025-2026

Please attach the Data Protection Impact Assessment (DPIA) relating to the product. Different integrations mean that organisations put in place slightly different DPIAs based on the data flows occurring within the organisation. This is the template DPIA provided by Decently:

• Melo DPIA

Provide a copy or link to your product’s transparency information.

DPIA above. Privacy Policy: https://www.melo.health/privacy

Provide the relevant product terms and conditions regarding use of
user data, end user licence agreement or equivalent.

Terms & Conditions - https://www.melo.health/tsandcs

Please confirm where you store and process data:

• UK cloud storage, AWS via Laravel Cloud.

• Melo Architecture diagram

  Laravel DPA

  Melo Authentication diagram

  Kinde DPA

Please attach your Cyber Essentials Certificate.

• Cyber Essentials certificate (June 2026)

Please confirm whether you have signed the Cyber Security Charter for Suppliers to the NHS? Confirmed (awaiting response).

Does your product expose any Application Program Interfaces (API) or integration channels for other products relevant to the provision or administration of health or social care? No, we do not currently expose a public API to external consumers or third parties

Is your product intended to share or receive data from national or local
systems for managing or delivering patient care (e.g. clinical record systems, patient administration systems etc.) or for other administrative purposes where a patient identity is relevant (e.g. license management of a digital therapeutic)? Yes.

Is your product capable of using the NHS number to identify patient data when exchanging data? Yes.

Does your product integrate to either the NHS Personal Demographics Service, or to other local record systems to establish/validate the patient NHS number? No.

Please set out the approach taken to identify patient records that ensures correct identification and data quality. It is the responsibility of local clinical admins to confirm new patients set up in Melo have the correct details.

If the product is to be used directly by patients, do you use NHS login
to verify the identity of and authenticate the user? Not applicable – product is not used directly by patients.

Provide information about how the product is used or fits into existing systems (e.g., care pathways). For example, by providing a user journey demonstrating how the product is intended to fit into their care pathway or clinicians or other staff’s user journey, or providing information about how product use (e.g., provide a copy of the instructions for use).

• User Journey

• Data-flow Diagram

Do you undertake testing with intended users to validate the products usability? Yes.

• UAT example

Please confirm that you have read the Accessible Information Standard and considered how its requirements should be reflected in the design of your product. Confirmed.

Is your product a web or mobile application? Yes.

If your product is a web or mobile application, does it comply with the Web Content Accessibility Guidelines (WCAG) 2.2 scoring AA or higher? We are currently WCAG 2.1 compliant and working towards obtaining WCAG 2.2.

Please set out the timescale by which you plan to obtain WCAG 2.2 AA. We are currently devising our plan and timescales. Updates to follow.

Provide a link to your published accessibility statement.

Accessibility information and contact routes are published on our website (see https://www.melo.health/about – Accessibility section).

Alternative formats can be requested via support@melo.health

Please provide your average service availability for the past 12 months, as a percentage to two decimal places. 99.99 - See Melo status for the past 90 days here: https://status.melo.health/

Does your team contain multidisciplinary skills? Yes, the Melo web application is developed by a multidisciplinary team including developers, clinicians, designers, and service users.

Do you use agile ways of working to deliver your product? Yes, product development is undertaken in two week sprints in response to user requirements and research insights.

Do you continuously develop your product? Yes, continuous updates are released approximately every 2-4 weeks. Updates may include new features, bug fixes, security patches, and other changes in response to feedback and changes in user needs, clinical evidence, or policy - these are summarised in our release notes. There are mechanisms and appropriate resource in place to identify and respond to feedback, review content, understand user priorities.

Do you have a benefits case that includes your objectives and the benefits you will be measuring and have metrics that you are tracking? Yes.

The benefits case varies for different customers / settings but we summarise the current evidence & evaluation in the following document.

Evidence Evaluation summary (Jan 2026)

Best Practice:

We also conduct quarterly best practice webinars across all Melo user settings and regularly write and publish case studies to show the benefit of Melo in practice.

https://www.melo.health/news/supporting-best-practice

Case studies:

https://www.melo.health/rhn-case-study

https://www.melo.health/elysium-case-study

Does this product meet with NHS Cloud First Strategy? Yes. Decently advocates a cloud first approach (all current deployments are cloud deployments).

Are common components and patterns in use? No - not yet. We will implement this as part of our future interoperability strategy.

Do you provide a Service Level Agreement to all customers purchasing the product? Yes, a service level agreement of 99.9% uptime or above is offered to all healthcare organisations.

Do you report to customers on your performance with respect to support, system performance (response times) and availability (uptime) at a frequency required by your customers? Yes - we do this through user / steering group meetings and monthly reporting where required.

We also provide customers with their own specific vendor dashboard giving useful management information in system usage etc

Example monthly uptime & usage report