Free Flu Vaccinations

Letting you know more about the National Flu Campaign and helping towards our Winter Planning.

NHS England has recently published guidance about who will be eligible this Winter for free influenza vaccine.

The aim of this campaign is to get as many Health and Social Care staff working with vulnerable older people vaccinated. It is targeted at staff employed by a registered residential care/nursing home or registered domiciliary care provider and health and care staff employed by a voluntary managed hospice provider, who are directly involved in the care of vulnerable patients/clients aged 65 and over.

The NHS campaign is just starting but a core message is the sooner you have your vaccination, the more effective it will be. You can ask your local pharmacist or GP for the free flu vaccination. They may want to see some proof that you work providing care for older people.

For Care Home (and Home Care) Owners and Managers, your staff may need a letter giving the following information to make sure that they can get the free vaccination.  To help you just click on this link —a template is available.

Please also consider displaying this Public Health England poster on flu outbreaks in care homes prominently in staff areas.

Norfolk Integrated Community Equipment Services (ICES) Demonstration Day

For those of you who were unable to attend the demonstration day in January and for anyone who would like to attend there is good news. ICES are holding an additional Community Equipment Demonstration day on Monday 15th October 2018 at Holiday Inn, Norwich Airport, NR6 6JA.

The purpose of the day is to upskill home care agency staff/trainers on the products that Community and Acute Hospital Occupational Therapist, Physiotherapist and Nurses maybe prescribing to service users/patients in the community.

This is a free event and tea and coffee will be provided throughout the day, however lunch is not provided.

The day will start at 9am for registration and Coffee/Tea for a 9.30am start.  Followed by:

Faye Gower-Smith ICES Clinical Consultant will give a short presentation on ICES and the outline of the day.
Melanie Sturman Moving and Handling Lead for Norfolk County Council will give a presentation on Adult social care referral pathways and the reduced handler care project.

The rest of the day will then involve breakout sessions in the following subjects:-

  • Session1: Standard profiling bed, features of the bed and how it works with dynamic pressure care mattress
  • Session 2: Reduced handler care: How to use WendyLett sheets/hoists.
  • Session 3: Pressure care: How do the Repose cushions, mattress/ Active premier 2 mattress really work?
  • Session 4: Managing the plus size person (Bariatric bed, mattress, WendyLett sheets, hoists)

The day will conclude with a questions section and end for 4pm.

Please can you complete the information form below for any delegates that would like to attend; places are available on a first come first served basis.

If you would like to attend the Community equipment Demonstration day on Monday 15th October 2018 at Holiday Inn, Norwich Airport, NR6 6JA, please complete the form below for each person and email it to:  You will receive confirmation via email.  However, please note, places are available on a first come, first served basis.

Delegate Name  




Job Role  


Contact email  


Contact Number  


Office use only



Place available/not available

Confirmation sent to delegate



Nominations open on 3rd September 2018 for The Norfolk Care Awards

We want to make sure you all know about the Norfolk Care Awards.  The Norfolk Care Award team are pleased to announce nominations for the
6th Norfolk Care Awards which are now open and the closing date is on the 16th November 2018.
Claire Gilbert and Tracy Wharvell from the Norfolk Care Awards team, says:
‘It is incredible to think this is our sixth year of putting on this event, which
raises the profile of working in care, and supporting people to live their lives.
We are humbled and impressed each year when we visit services – there is
some great practice in Norfolk. We organise this event to give something back
to the sector that we are both extremely proud to be part of, it gives us the
opportunity to say a big ‘Thank You’ to all the unsung heroes.
This event could not take place without the support of organisations who
understand the importance of the work undertaken in social care. We are
delighted that Gordon Barber Funeral Homes, Cozens Hardy, UEA, City
College Norwich, Athena Care, Norse Care, Libby Ferris Flowers, National
Care Association, Norfolk County Council, Ashton Legal, Anglian Training and
Boots recognises the care sector’s fantastic workforce by supporting this
Michelle from Cozens Hardy said ‘Claire and Tracy’s enthusiasm and drive to
recognise excellence in the care sector is utterly contagious! These awards
offer a wonderful opportunity for local businesses to give something valuable
back into their communities’
Norfolk County Council is delighted to once again support the Norfolk Care
Awards. We want to celebrate the great work carried out every day by
Norfolk’s carers and care providers. It is important to acknowledge the
expertise and commitment of carers and we are proud to be sponsoring two
awards: the Team Award and the Harold Bodmer Award. We have introduced
a special bursary, of £1000, for the award winner of the categories we are
sponsoring, which is for the further education and training for the award
winners and their organisation.
The Norfolk Care Awards, will take place at Sprowston Manor on 21st
February 2019, and will be ‘streamed live’, to ensure everyone across Norfolk
can celebrate with you.
To make a nomination visit
The Norfolk Care Awards have 10 categories:
 Delivering excellence through learning and development
 Effective coordination of End of Life care
 Excellent person centred care and support
 Excellence in Delivering Dementia Care
 Collaborative Partnership
 Motivational leadership
 Promoting dignity and respect in everyday life or unpaid carer
 Rising Star
 Team Award – Together Everyone Achieved More
 Harold Bodmer Outstanding Achievement Award
Media enquiries:
Norfolk Care Awards
Claire Gilbert
Tel: 07584047996

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 ( 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 ( 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 ( immediately to discuss.

Kind regards,

Norfolk County Council

Independent Provider Meeting – 7 December 2017 Agenda

The agenda for the next Independent Home Support Provider Meeting can be found here: IPF Agenda 07.12.17.  Thank you to those who suggested agenda items.

The meeting will be held on Thursday 7 December 2017, 13:00 – 16:00 (with Norfolk County Council colleagues joining the meeting at 14:00).

The meeting will be held at Aldiss Park, Dereham Town Football Club, Norwich Road, Dereham, NR20 3PX.  There is plenty of parking on site for attendees.

Anybody offering Home Support in Norfolk is welcome to attend.

We look forward to seeing you there.

Opportunity for Service Users to have their say about Direct Payments

Snagge Moore & Associates Limited, on behalf of Norfolk County Council, are running workshops for people who get Direct Payments or think they may need them in the future.  Norfolk County Council would like to know what matters to them about Direct Payment support services.

Please can you make sure any of your service users who are on Direct Payments are aware of the below information.  You can also find a poster with all of information on it here: FINAL Direct Payments consultation poster.

Continue reading

Call for Case Studies – Enablement

Have you done a really good piece of enablement work with a service user recently?

Have you implemented some excellent training on supporting people to regain and retain skills which enable them to keep themselves safe at home for longer?

Have you helped someone feel more confident in looking after themselves and getting about in day to day tasks?

We’re keen to hear your stories and case studies about the excellent enablement work you’re doing everyday with your home support clients.  We want to know more about the work you’re doing that you are proud of, and share your good practice with other providers and colleagues to show what home support can achieve.

Please send your examples (anonymised of course) to Bethany Small at