Opportunity to advertise training courses

Moving&Handling training can be difficult to set up. Sometimes sessions have to run with very few participants, be cancelled or new recruits have to wait long time to get the necessary training. Norfolk and Suffolk Carer Support offers home support providers a chance to promote and advertise any training courses on the organisation’s web-site. This opens up the opportunity of sharing resources, cutting costs and speeding up processes. Here’s advice on how to advertise a training event:

How to advertise your training

The ‘courses and workshops’ facility on the N&SCS website can be used to advertise providers spare places on any in-house training, as well as open courses by training providers. This could be sessions being delivered by providers’ own trainers, or where they are buying in an external training provider but do not have enough staff to fill the number of spaces.

Providers can submit the details directly to the website here: http://norfolkandsuffolkcaresupport.co.uk/learning-development/submit-course

However, if  you aren’t confident about doing this yourselves, N&SCS we will happily put it on the website for you.  Please forward all the necessary details to:


In the workshop description please mention that its in-house training, just so that other providers are aware.

Once it is made live it will appear here: http://norfolkandsuffolkcaresupport.co.uk/learning-development/listings/search and we also list the courses recently added to the website in each fortnightly e-bulletin.

It will be most effective if spare places are advertised as much in advance as possible, rather than attempting to fill them at the last minute.

Kind regards


Christine Futter (HCPC registered)

Chief Operating Officer

St Clements House, 2-16 Colegate, Norwich, Norfolk, NR3 1BQ
Tel: 01603 629211 Mobile: 07872990908
Fax:01603 629101

Capacity Incentive Payment for Home Support Providers

Norfolk County Council – Easter Planning for Home Support

February 2018

Our vision for Norfolk is to have sufficient, reliable, sustainable home support that is of excellent quality.

Busy periods and holidays create pressure and strain on the health and social care system which can often result in people failing to get the care they need when they are discharged from hospital – this has a detrimental impact on people’s health and is distressing for families and individuals.

NCC has been working closely with home support providers to try and ensure that Norfolk has the home support provision it needs over busy periods – as a result of this work, we have identified that paying home support providers a premium for picking up new or resuming care packages from the hospitals for people being discharged over pressured times, would support both the people coming out of hospital and those who are providing the care.

How will this work?

New or restarted packages requested for people being discharged from hospital during designated periods (see Table 1 below) will attract a one off Capacity Incentive payment.  You may use this to increase payments to your carers and to support the operation of your service.


Table 1 – Designated Periods for Capacity Incentives

Situation Specific trigger details
The end of the winter period and Easter Friday 16th February 2018 – Friday 6th April 2018 inclusive
Significant pressures on the health system


This may include but not be limited to:

·         Severe weather conditions

·         Unexpected staff absence

·         Market failure


NCC will notify accredited home support providers as dates become known, dates will also be listed on NCC’s Keeping People Well at Home blog: www.norfolkkpwah.com


*Norfolk County Council reserves the right to determine when the factors impacting on discharge attributed to Social Care will trigger the Capacity Incentive.





What sort of care provision will count?

Only home support packages for people being discharged from hospital currently attract these premiums. They will apply to ALL new or restarted home support care packages notified and started as outlined in Table 2 below.

Table 2 – How and How Much?

Sector Capacity Incentive Detail
Home Support –

Single worker packages

Commence care within 12hrs* of request (Care Arranging Service) £130

Commence care within 24hrs* of request (Care Arranging Service) £95

Commence care within 24-48hrs* of request (Care Arranging Service) £60


Home Support – Double worker packages Commence care within 12hrs* of request (Care Arranging Service) £195

Commence care within 24hrs* of request (Care Arranging Service) £142.50

Commence care within 24-48hrs* of request (Care Arranging Service) £90


*The time frame used to determine the incentive will be measured from a) the time of the request made for care (Care Arranging Service) to b) the first scheduled/delivered call time.

*Restarted packages will only attract the payment if a retainer payment, allowed for in some contracts, has not been made for the length of the hospital stay.

Norfolk County Council will use the contractual clauses and processes already in existence to monitor care delivered in a timely and high quality manner.

Who can receive this incentive?

All home support providers on NCC’s accredited provider list can receive these payments.

When this will apply?

Capacity Incentive payments will apply during the periods indicated in Table 1. However Capacity Incentive payments will also be implemented when circumstances mean that home support providers and hospitals are under particular pressure.

For example – did you know for every 1 degree drop below 5oC there is:

  • 10% increase in elderly with breathing problems peaking on day 12
  • 8% increase in emergency admissions – 3.4% die
  • Heart attacks 40% rise
  • Stroke increase at day 5

All of these factors will increase demand on the health system and home support. NCC is committed to supporting our care providers to meet that demand.



How will I know if a day is designated as an incentive day?

Other than the periods indicated in Table 1 NCC will notify providers through email and on our website here: www.norfolkkpwah.com

Please contact us at integratedcommissioners@norfolk.gov.uk if you have any questions.

Right to review:

Norfolk County Council reserves the right to review and amend this at any time.

Important: Liquid Logic – Provider Portal up-date

Dear Provider,

After some recent changes at Norfolk County Council and the way the Service Brokerage Team operates, you will no longer be receiving Service Users ISO / Service Agreement documentation via the post to your establishment.

The ISO will be published on the Provider Portal, which can be found under the “Contract Documents” tab on the home page.

If you are seeing contract documents that need accepting or rejecting please DO NOT action these by accepting or rejecting at this time. There is a small bug in the system that is being looked into as a matter of urgency, further communication will go out when the bug has been fixed.

The Service Users Care Documentation such as Care Plans, Support Plans and other associated Client Assessment Paperwork will be sent via a Conversation in the Provider Portal from the Service brokerage Team. These conversations can be found under the “Actions and Change Requests” tab on the home page.

Please can I ask this email be shared with all employees at your establishment that currently work with the care documentation side and anyone else who uses the Provider Portal as this will now be where all the service agreements will be found.

You may need to add members of your Organisation to the Provider Portal to receive the above documentation.

If you have any queries, please do not hesitate in contacting myself or the Payments Team.

Kind Regards

Ryan Blackwell
Payments Monitoring Officer

The General Data Protection Regulation – Free seminar in Norwich for care providers and other resources

The General Data Protection Regulation (GDPR) – the clock is ticking: free seminar in Norwich for care providers and other resources

The General Data Protection Regulation (GDPR) comes into effect in May 2018. This new law gives individuals new rights and substantially increases the penalties for non-compliance. The GDPR applies to any organisation which processes data about individuals whether personnel, customers, prospects, website users or others. There is a new page on the N&SCS website dedicated to GDPR


 Free GDPR seminar for care providers

Ashtons Legal are holding a free seminar aimed at care providers (it’s not just for care homes as the title of the seminar suggests, but will be relevant to all care providing organisations) about the new data protection regulations (GDPR) which come into force in May.

Tuesday 6 March, 5-7pm, Norwich, Norwich City Football Club

To find out more and book visit:



Enhanced Home Support Service

One of Norfolk County Council’s Improved Better Care Funding initiatives, the Enhanced Home Support Service, opened for referrals on Monday 5 February 2018. This small and targeted Social Care initiative aims to reduce delayed discharges from the three acute hospitals, as well as prevent unnecessary admissions from the community. The pilot Service is free for up to 72 hours and is not means tested.  However, if an individual requires support after 72 hours a fee may be charged.


The service will be piloted over a three year period and is delivered in partnership with three Home Support Framework providers: Allied Health Care, Carers Trust and Carewatch.


The Enhanced Home Support Service will provide:

  • Unplanned, short term, same day home support for up to 72 hours across all five CCG areas in Norfolk.
  • 24 hours/7 day home support with access to the service for new referrals between 8am-8pm
  • Person-centred, enabling support in the person’s home, which is focused on stabilising and supporting the individual, so they can live safely and independently at home.


Eligibility criteria:


Those accessing the Service need to meet the following criteria:

  • Be over 18 and a resident living in Norfolk
  • Have been assessed and confirmed as medically mobilised and ready to be discharged from hospital with short term support or
  • In need of short term support to avoid being admitted or readmitted to hospital.


Referral Pathway:


The Enhanced Home Support Service will be co-ordinated by dedicated assessors based at the three acute hospitals and practitioners in the community locality teams.


Aims of the Enhanced Home Support Service:

The aim is to provide:

  • A responsive and flexible service
  • A service which is enabling and suited to individuals with a low level of short term need i.e. to get back on their feet, rather than intensive support involving double-ups and numerous times per day.
  • Enabling Home Support services including meal preparation, personal care, shopping, welfare checks, medication monitoring and facilitation of the access to and the use of community resources.
  • A service that promotes the use of equipment and Assistive Technology where appropriate.


The impact of the initiative will be tightly monitored and reviewed to ensure it meets the aims of the pilot.


For more information about Enhanced Home Support Service please contact:

Hanne Lene Schierff – Commissioning Manager – Central team:  hannelene.schierff@norfolk.gov.uk

Winter Business Resilience Planning: Supporting Norwich clients to stay safe and warm

Norwich Age UK are organising a ‘Keep Warm, Keep Safe This Winter’ event in Norwich.

This might be of interest to those of you supporting people in the Norwich area, helping the people you support to stay as well and safe as possible.

The event features:

Free electric blanket testing: a check on each blanket and if it isn’t working correctly a new one will be given free.

Slipper swap: bring along old slippers and swap them for a new pair.

There will also be free advice on saving on bills, keeping fit and active and staying warm and well.

The event will be on 14 February 2018 and attendance is by appointment – bookable by calling 01603 496333.  The location is Norwich city centre – more details available when an appointment is booked.

For an event flyer click here: Norwich Age UK – keep warm, keep safe.

For those of you outside of the Norwich area, we will keep checking for information about similar events for other areas of Norfolk and will post any updates on this blog.

Norfolk County Council Home Support prices 2018/19

Norfolk County Council Adult Social Care Committee (the Committee) approved proposed prices for a range of care services including home support at its meeting on 15 January 2018. The prices will come into effect in April 2018 and will apply for the 2018/19 financial year.

In Norfolk we want to encourage the creation of effective and efficient home support rounds through much greater collaboration between providers, led by providers who have qualified for our new home support frameworks. We also want to encourage more flexible and responsive services that focus on maximising independence, seeing commissioned hours reducing wherever possible as independence increases. In order to incentivise these changes we have set framework home support prices at a level above our spot price and will introduce three cost bands to reflect the higher cost of services in less densely populated areas.

The Council worked with the Norfolk Independent Home Care Group (NIHCG) during last year and a cost model was developed as part of that work. The Council undertook further development work to produce a cost model for the framework prices and the United Kingdom Home Care Association have just published their average price of homecare model.

In the spirit of transparency the three models are reproduced in full here: Home Support Framework Cost Models.

We currently estimate that the average hourly rate for framework providers based on the Council’s model will be about £18.12 an hour which is one of the highest levels in the East of England and higher than the UKHCA average price for home care for 2018/19. Commissioners will carefully monitor the effectiveness of the framework approach throughout 2018/19 and reserve the right to reopen the framework if necessary in consultation with current framework providers.

 The spot price will rise to £17.28 an hour which is amongst the highest in the East of England. If any spot providers believe that they will not be able to sustain their businesses at this rate please do not hesitate to contact Steve Holland by email at: steve.holland@norfolk.gov.uk


The paper on fee levels, presented to the Adult Social Care Committee on 15th January 2018, can be viewed here:  ASSC paper 15th January 2018