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:


*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:

Please contact us at if you have any questions.

Right to review:

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