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Internal Extra Care (In-House)

Introduction slides

Internal Extra Care - Training slides

Providers are expected to complete the actuals in the portal each week by close of business on Tuesday. Delays inputting the data will impact on timely 4-weekly invoicing of customers who have to contribute towards the cost of the adult social care services they have received each week.

To support the prompt payment of variations and adjustments, providers should ensure that they submit the ‘Request for Adjustment of Current Services Form’ within fourteen (14) days of the Provider increasing or decreasing the service. 
 

Providers should complete a ‘Request for Adjustment to Current Service Form’ via the online link:  https://onlineforms.bradford.gov.uk/ufs/CHANGE_OF_PROVIDER.eb.

Please complete the Portal Use Template. You will be asked to provide the following:

  • Full name 
  • Organisation
  • Job Title
  • Email 
  • Direct Contact Number
  • Office Telephone Number
  • Work Address

The Portal User Template should be shared with those staff in your organisation responsible for entering and submitting financial data related to the payment of the Supported Living services which you provide. 

Once you have completed the Portal User Template, we will create your account for the Provider Portal. Your credentials will be sent to the email you have provided in your Portal User Template submission, via Galaxkey. 

Helpful Content

                                             

                               Definitions                                                                  Do's & Don'ts

                                                 

                                 Contacts                                                                          FAQs

 

 

Functional Content

Log in                           Generate Actuals                            Variations

           Logging In                                          Generate Actuals                      Inputting Actuals (Variations)

 

 

                                                      

           Exceptions                                         Backdated Service Lines                    Confirm Actuals

 

                                                                

           Checklist                                            Communication (Actions)                        Disputes

 

     

            Reports

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Logging In

 

Logging in to the portal (and password reset)

 

If you have forgotten your password or are locked out, you will need to email provider.portal@bradford.gov.uk to request the account unlocking,

Your account will be locked if you have not accessed the Provider Portal within the last 90 days.

If you wish to reset your password and/or your six-digit security code, you can do this from the Provider Portal home page.

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Generate Actuals

 

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Inputting Actuals

(Variations)

 

Actuals can be input manually or by exporting and importing a CSV file.

To view guidance on inputting actuals using a CSV file, click here

 

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Importing/Exporting Actuals using CSV file

Importing Actuals Using CSV File

 

The file details the following:

Service – Name of service provider

Service level – Single-handed, double-handed etc

SS Ref – This is what you will use to identify the service user you are making any amendments to. For guidance on how to use VLOOKUP to include the name of the person, click here

Date – This relates to the week the actuals are for. The format is Year/Month/Date.

Weekly Actual Quantity – This is the numbers of hours that were actually provided to the service user

Weekly Frustrated Quantity – The number of hours for calls not provided due to hospital admission.

****This should only be used for Hospital Week 1 & 2****

These will be payable but it is important that they are not included on the ‘Weekly Actual Quantity’

Weekly Missed Quantity – This is the number of hours not provided e.g. calls had been cancelled in advance or the carer was unable to attend as expected

Weekly Extra Quantity – This is the number of additional hours provided in addition to the expected planned service

Weekly Number Of Visits – Do not amend this figure regardless of whether full planned service was provided

Comments – This must be completed with the reason(s) why the full planned service was not provided or where claims for additional services are being made. Failure to complete this may result in payment being rejected.

 

 

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Exceptions

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Backdated Service Lines

 

 

Confirm Actuals

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Checklist

 

Checklist

 

  • Generated Actuals
  • Amended actuals where necessary
  • Provided comment where submission is anything different to planned service
  • Reviewed exceptions and amended/corrected where necessary
  • Confirmed actuals

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Communication

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Disputes

 

Disputes

See drop-down options below for further guidance on responding

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Reports

Using Reports

 

See drop-down options below for further details on each of the reports

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Definitions

See below drop-down options for further explanation

A request for a permanent change to planned home support hours or a temporary change for more than 7 days requested by a provider. Adjustments can be for ending services (moving into care home, deceased etc), increases (including changes from single handed to double handed support) and reductions in weekly hours.

Requests for adjustments from providers need to be approved by the Independence Advice Hub (formerly called Access), BEST or a Social Work team. Providers should complete a ‘Request for Adjustment to Current Service Form’ (formerly SS243 Form) via the online link: https://onlineforms.bradford.gov.uk/ufs/CHANGE_OF_PROVIDER.eb

Even if a change is likely to be temporary and not permanent, a ‘Request for Adjustment to
Current Service Form’ must be submitted if the temporary change is provided for 8 days or
more.

A temporary change to planned home support hours requested by a provider, either an increase or decrease, for example because of short term illness, family carer being away on holiday, service user going on holiday etc. Providers should add any variations to the Provider Portal, you must add a comment to the comments box stating the reason for the
variation. Increases to planned services are monitored and processed by Support Options and are paid for up to one week. If an increase to planned service exceeds 7 days, then providers must submit a ‘Request for Adjustment of Current Service Form’ to the Support Options Team, increases to planned services exceeding 7 days will be rejected for payment in the Provider
Portal.

Providers should always note in the Provider Portal the reason they have delivered an
increased or reduced service in the comments box. Failure to do this will result in delays in
payments for increased support or potential complaints from service users where support has been reduced and they are being charged by the Council for the higher amount.


You must not submit any adjustments and variations for services that are not part of the
planned support because they will not have been identified as an assessed need as part of a service users support plan. For example, you should not start providing domestic services, social inclusion or sitting services if these services are not part of the existing planned hours.


If you identify that a service user is socially isolated or there is a concern around healthy and safety in the home you should raise these concerns with the allocated Social Worker or Home Support Reviewing Team.

To support the prompt payment of variations and adjustments, providers should ensure that they submit the ‘Request for Adjustment of Current Services Form’ as per the terms of the 2023-30 Locality contract ‘Providers must submit the Request for the Adjustment Form within fourteen (14) days of the Provider increasing or decreasing the service’.


Any Request for an Adjustment Form submitted for service increases after fourteen (14) days of the start of the increase in service will be paid from the date of submission and not backdated if it is approved by an authorised officer of the Council. The Council will respond promptly to requests for adjustments.


The provider must have processes and procedures in place that meet the business requirements of the Council, a mechanism that supports the completion of the Provider Portal so that they are completed accurately and submitted no later than the end of the Tuesday after the end of each weekly period.

An individual online form must be completed for each service user that providers are requesting an
adjustment for.


If there is an increase and a reduction for a service user, starting on the same date, the request
should be submitted on one individual online form. If there are different start dates for the increase
and reduction, then two separate individual online forms need to be completed.

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Do's & Don'ts

Do's & Don'ts

 

Do

Don’t

Ensure submissions are in by the close of business each Tuesday

 Don't use Frustrated claims for anything other than hospital retainer 

Confirm actuals by sending an 'Action' to FSS Payments Team

Don't submit extras when adjustment forms have been submitted and accepted

Provide detailed comment when claim is for anything other than the planned service

Don't add names on to the CSV file if exporting/importing actuals

 

Don't amend actuals whilst the week is still in progress, enter on the Monday or Tuesday of the following week

 

 

 

 

 

 

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Who to contact and when

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FAQs

You can control which email notifications you receive. On the portal landing page, go to 'Email Notifications'

 

From here, you can tick or untick which notifications you will receive. We would encourage that you opt in to receive notifications for:

  • Actions - This would notify you of actions (communication) raised or responses received
  • Care Package Line Items - This would notify you of changes to service lines
  • Disputes - You would receive notification when a dispute is raised
  • Password Change - You would be notified immediately if the password has been changed (please note that this would not detail what the password had been changed to)

 

Where you find that you are providing home support to a service user and their payments are missing from the Provider Portal, please e-mail Support-Options@bradford.gov.uk with service users details i.e. NHS number, full name, address and post code and Support Options will look into.

You may need to generate the actuals. This could be a new and/or backdated service line.

You cannot request resolution of a dispute that has already been resolved. Check if the status is 'Resolved'.

When you log in to the portal, you will be asked to select which provider you wish to access. 

 

You can then switch between the providers using the drop-down list highlighted on the screenshot below

 

Error

The above error message typically occurs when:

 

1) Multiple tabs of the portal are open and/or user switches between tabs before saving any edit

Solution - Log out of the portal, close any additional tabs and reopen the portal only using one tab

 

2) You have accessed the portal via a link on a notification email

Solution - Log out of the portal and log back in via the Provider Portal main page (not the link on the email)

 

If you continue to experience the issue, please try using a different web browser such as Chrome or Bing

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Last updated:
Previous Extra Care (Banded Payments)