NCC Provider Portal changes

Norfolk County Council have provided the following communication for Home Support providers:

Dear Provider,

We are making significant changes to the Provider Portal that will improve your experience.

We are aware that providers in the home support market have experienced issues with the Portal, ranging from the speed at which new packages of care are authorised and published on the Portal to problems clearing payment lines at the end of each period and how we use the Conversations facility. The following outlines the work we have undertaken so far in response to these and other issues, and the improvements you will be seeing in the coming weeks and months.

We acknowledge that some of these issues require further attention. Senior management in Adult Social Services takes this situation very seriously and is dedicated to working closely with providers to better understand these issues and their solution. We are committed to producing an efficient and effective end-to-end process for the entire market, and are therefore encouraged by the benefits that providers have experienced since the Portal’s launch, from greater visibility of documentation to quicker payments once information has been submitted. However, we recognise that issues remain and we are redoubling our efforts to resolve them.

Conversations and Communicating with Brokerage Service

We understand there have been issues with the acknowledgement of Conversations within the Provider Portal. We have made some changes to the way we work recently, and hope you will see a notable improvement in speed of response and the explanations we provide when closing Conversations.

We are committed to using the Conversations facility within the Portal as your main route into our Brokerage Service. Along with providing a record of our interactions the information we share with each other here encourages transparency and electronic working. You should use Conversations to interact with the Brokerage Service, be it to raise termination notices or request a change to the level of a care package. Brokerage Service will take such requests forward with the appropriate social work teams that hold the authority to agree any changes.

Contracts and Commencing Care Packages

There have been delays in getting care package documents onto the Provider Portal, and in some cases ensuring they reflect current contracts. We have focused on guaranteeing that where service users are under framework provisions, the contracts and care package details accurately reflect this on the Portal. You should see this resolved very shortly.

If you notice a change to a contract on the Portal, this will have been either at the instruction of a social work team or because of an annual fee uplift. In the case of an operational team decision please contact Brokerage Service via a Conversation if you are unsure as to why there has been a change.

If you need to report any contracts that should be on the Portal but are not, please escalate your issue to the Brokerage Service. Our position remains that care commences once documentation has been received. If documentation remains outstanding, Brokerage Service will resolve this with social work teams. Please contact Brokerage Service through the Conversation facility in the Portal – or in urgent cases contact the Brokerage Service manager directly (paul.gibbs@norfolk.gov.uk or 01603 729231)

New Accept/Reject Functionality

Until now all your packages of care have been in the ‘Published’ list within the Contract Documents area of the Portal. As such you have had to search through all of your packages to find which ones have recently been added to the Portal. We are improving the way you can see and filter packages of care in this area, as well as adding new functionality for accepting and rejecting packages. This will reduce the time it takes to find newly published contracts, as well as giving you the ability to leave a comment for our Brokerage Service on why you might need to reject a package.

You will now have the option to accept or reject these packages. If the Care Package Line Item shows correctly, and you are happy with it, you can accept the package by clicking on the ‘Accept’ button. Once you have accepted the document, the package of care will be available straight away for you to invoice on the Portal.

If you are unhappy with the document, for example it shows an incorrect rate or incorrect hours, you will now be able to reject the document by clicking the ‘Reject’ button. When rejecting a contract document you must specify a reason as to why. This way our Brokerage Service will know how to amend the document before republishing it to the Portal.

For us to roll out this change we will need to agree all packages of care that have previously been published on the Portal. This is an operation that we will perform, and as a result you will see all packages that are currently agreed move from the ‘Published’ list to the ‘Agreed’ list. Do not worry if you have existing packages of care that you believe are incorrect. You will be able to dispute these incorrect packages by contacting the Brokerage Service through the Conversations area of the portal and requesting that a contract be amended.

 

Clearing Payment Lines

In order to move between payment periods you need to ensure that you clear all of your payment lines by invoicing for them. If there are any unresolved payment lines you will not be able to move to the next period. If there is a payment line you do not recognise or understand you should contact Financial and Exchequer Services by calling 01603 495702 (option 1), and the team will resolve the issue to allow you to move forward.

Reporting Technical Issues

If you experience any performance issues with the Portal please report them via email to Ryan Blackwell (ryan.blackwell@norfolk.gov.uk) and we will respond to you within two working days. Please note however that the system is designed to automatically log you out after 10 minutes of inactively as an intended security feature.

If you have questions or concerns regarding any of these changes to the Provider Portal please contact Financial and Exchequer Services on 01603 495702 (option 1). If for any reason you are at risk of insolvency due to issues with the Portal please contact Steve Holland (steve.holland@norfolk.gov.uk) immediately to discuss.

Kind regards,

Norfolk County Council

Norfolk Medicines Support Service: Medication Training 2018

Medication administration courses for home care workers are now available. 

The courses are open to those working in domiciliary care, supported living, reablement, housing with care, day services.

Courses cover:

  • Medication Policy and Safety
  • Administration of medication
  • Handling of Medicines
  • MAR Charts

 

There are 2 levels of course:

  • Initial Medication (Home Care) Training
  • Refresher Medication (Home Care) Training

 

Initial Medication Training (full day)

Who can attend?

This course is aimed at care and support workers who will need to handle and administer medication as part of their role. Workers should be working in a home care setting. Initial Medication Training is suitable if you have never done NMSS training before, or want a full days’ knowledge and content.

 

Refresher Medication Training (half day)

Who can attend?

This course is aimed at care and support workers who have already undertaken NMSS training and need a refresher on core knowledge and skills in order to remain compliant with the Medication Policy for home care. Workers should be working in a home care setting.

Refresher training should be undertaken at least every three years (two years for NCC workers).

 

How to book

A leaflet with more information and a booking form is available here.

For dates and venues of training courses please click here.

If you have any queries, you can contact the Medicine Support Service in the following ways:

Telephone: 01603 217633.

Email: teresa.bunton@norfolk.gov.uk

Post to: Medicines Support Service, County Hall, Floor 4, Martineau Lane, Norwich, NR1 2SQ.

NSAB Survey on Adults Safeguarding: are we doing enough?

A survey to understand safeguarding concerns in Norfolk is to be launched on Monday 11 June.  The independent Norfolk Adult Safeguarding Board, which is made up of agencies working together to tackle abuse, want to hear from as many people as possible to get a clear picture of how best to protect vulnerable adults.

Joan Maughan, independent chair of the Safeguarding Adults Board, said: “This is a great opportunity to really find out how people and organisations recognise all the different types of abuse and neglect that can happen to any vulnerable adult from any background. It is crucial that we regularly review how we provide safeguarding services to ensure we support and protect vulnerable adults effectively.”

The ‘Keeping Adults Safe from Abuse and Neglect’ survey is anonymous.  No one will be identified by their answers and participation is voluntary. Participants can skip questions or opt out entirely.

The 2016-17 annual report shows that:

The type of abuse remains largely the same as previous years, with physical abuse the most common type across both genders, as well as being more common against men than women.

There was an increase in the proportion of suspected sexual abuse for both genders from 2015-16, currently representing 13% of the abuse against women. The proportion of financial or material abuse decreased for both genders, along with decreases in domestic violence and discriminatory abuse.

In 2016 an adults safeguarding survey of 752 people showed that, if they had witnessed any kind of adult abuse and were prepared to report it:

  • 77% would contact the Police
  • 17% would contact Norfolk Safeguarding Adults Board
  • 57% would contact Norfolk County Council
  • 05% would tell a carer/support worker
  • 66% would tell a friend or family member

However, another 123 people would not have reported a form of abuse that they had personally witnessed with 53% declaring that they would not have known where to report the incident.

This follow-up survey will help to inform the Norfolk Safeguarding Board whether people in Norfolk have an increased understanding and whether previous campaigns have resonated with the public.

The link to the survey can be accessed on the home page of the Norfolk Adult Safeguarding Board: here.

Link for survey here.

The closing date is Monday 9 July at 5pm.

 

Flyers for the survey are available as a poster and postcards.

 

Adult abuse or neglect can happen to any vulnerable adult from any background.  It can happen anywhere and be carried out by anyone.

If anyone is concerned about a vulnerable adult, they should contact Norfolk County Council on 0344 800 8020 or the police on 101.  In an emergency, you should always ring 999.

 

Norfolk Adults Safeguarding Board

Safeguarding is preventing the physical, emotional, sexual, psychological and financial abuse of adults who have care and support needs, and acting quickly when abuse is suspected. It can also include neglect, domestic violence, modern slavery, organisational or discriminatory abuse.

Adult Social Services is the lead organisation in preventing and identifying possible abuse, and as part of this work it hosts Norfolk’s Safeguarding Adults Board.

For more information about the board, please click here.

 

Dementia UK: new leaflet on eating and drinking

Although this leaflet is aimed at family carer, it might be a useful resource to your teams too or to flag to family and friends caring  for those you are providing services to.

Dementia UK have recently published a new leaflet suggesting ways for family carers to help the person they look after eat and drink well.

You can read the leaflet here. Or visit the website here to find out about ordering hard copies.

Different types of dementia act upon different areas of the brain, affecting people’s behaviour around food and drink in various ways. For instance, people with a diagnosis of frontotemporal dementia are more likely to develop a sweet tooth and only want to eat to sugary food; whereas people with a diagnosis of Alzheimer’s disease are more likely to experience difficulty recognising the sensations of hunger and thirst in themselves, or simply to forget to eat and drink.

Dr Hilda Hayo, our CEO and Chief Admiral Nurse said: “People with dementia need a healthy and balanced diet to help to prevent dehydration, weight loss, urinary tract infections and constipation. These problems can lead to discomfort, delirium and can even make dementia symptoms worse.”

Admiral Nurses suggest:

  • Set the scene by creating a familiar and comfortable eating environment

Specially adapted cutlery is available for people with dementia. Using plain plates can help them see the food more easily.

  • Avoid overwhelming the person with dementia with too much choice

Two simple options means the person can be involved in decision making (if appropriate). Showing the person the food you are talking about can be helpful.

  • Help the person with dementia recognise thirst

Keep a drink beside them at all times, and place it where it can be easily seen. Cups with nozzles or straws can be easier to manage for some people.

  • Eat with the person with dementia for encouragement

Eating alongside the person might encourage them to take an interest in their food, as well as providing some comfort and sense of social connection.

Skills for Care: new interactive learning and Development guide

Skills for Care have launched a new guide which aims to provide managers with a starting point to consider the best ways to develop their workforce and sustain learning.

You can access the new guide here.

The new interactive guide highlights the importance and benefits of learning and development opportunities and how to identify the needs of your services. It introduces you to apprenticeships and qualifications, other learning opportunities and how to find out what is best suited to your business needs and those of your workforce.

Developed with managers in mind, it aims to answers some of the questions you might have and provides a starting point in how to develop an effective and efficient learning and development strategy for your organisation.

It’s full of hints and tips on how to choose the right approach and full of practical guidance in the delivery and assessment of learning and development opportunities. It provides information on the cost of training and measuring its success along with providing information and ideas on how to keep your workforce up to date.

This new guide replaces both the previous guides: Ongoing Learning & Development in Adult Social Care and Choosing Workforce Learning.

Central Norfolk Admiral Nurses Service: Drop-in Session for Family Carers

This event might be useful for the people you support and their families and friends:

 

When things get challenging or difficult, the Admiral Nurse Service works alongside families affected by dementia to provide one-to-one support and guidance.

There will be free drop-in sessions with an Admiral Nurse or Dementia Support Worker available for family carers.

Everyone is welcome and no need to book.

 

Venue: The Music Room at The Assemble House, Theatre Street, Norwich, NR2 1RQ

Date/Time: Tuesday 12th June 2018 1pm to 4pm.

 

For further details please call 01603 679693.

You can see the flyer here.

Skills for Care free event: Transforming care and positive behavioural support

 

Transforming care and positive behavioural support in adult social care in the Eastern area.

If you support people who have a learning disability and/ or autism, and they display or are at risk of displaying behaviour which challenges, come along to this free event.

Wednesday 27 June 2018

The Trinity Centre, Cambridge

Registration from 09.30

Start 10.00

Finish 16.00

Lunch and refreshments will be provided.

 The workshop will focus on positive behavioural support (PBS) and how you can use it to support you in your role. You’ll also help to shape a workforce development strategy for PBS and transforming care for your local area.

The event will:

  • explain what PBS is and how it can support people with a learning disability and/ or autism, including talks from local experts in the field
  • share good practice examples of training around PBS and autism, and what’s happening already locally
  • identify gaps and opportunities to improve local PBS training and support
  • shape local workforce development around PBS
  • initiate or support local PBS networks.

You’ll also explore how employers, commissioners and other support groups can build networks and implement their local transforming care plan.

Who should attend?

People who work in the Eastern area who fall into one or more of the below categories;

  • Adult social care and health employers who provide care and support for people with a learning disability and/ or autism, and display or at risk of displaying behaviour which challenges.
  • Adult social care commissioners.
  • Individuals with a learning disability and/ or autism, and display or are at risk of displaying behaviour which challenges, their family and carers.
  • Anyone involved in workforce development for this group.

N.B. If you are attending from a care providing organisation or service there is an expectation that you have some prior knowledge of PBS and Transforming care and be in a position to implement this within your organisation or service.

Book your place here

 Booking terms

Please note, as this is a funded event a maximum of two people from each organisation may book onto this workshop (you can change which delegates from your organisation attend). If you’d like to send more than two people, please email events@skillsforcare.org.uk with the names of the additional delegates, and we’ll add them to a waiting list.

Skills for Care can support people with a learning disability and/ or autism, their family and carers with the costs of attending, for example for travel. Email them to find out more.  Or you can access their website here.