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Support at Day Care

***Notice of Portal downtime***

On Thursday 24th April the portal will be unavailable due to essential maintenance. Please do not attempt to access or use the portal for any reason on this day.

Providers must make their amendments directly into the portal for services provided in the previous week. You must confirm by close of business on Tuesdays. By doing this you are confirming that all payments and amendment are correct. Your payment will be based on what you have submitted. 

Failure to submit and confirm with-in the specified time may result in non-payment, until such a time that you’ve submitted any amendments and confirmed. 

Any missing service lines already agreed and confirmed by a social worker are reportable by the Provider to the Support Options team via email at support-options@bradford.gov.uk, once a 4-week period has elapsed.  Please forward incoming communications you may have had with the social worker. Support Options team would then refer to the allocated social worker.  

If you identify a change in a person’s need, i.e., you may consider the person would benefit from a change of service, you must contact either the allocated social worker or the relevant Adult Services Access Point. Providers should not change planned service delivery without prior authorisation from a social worker.    

The relevant Adult Services Access Points are:  

People with a Learning Disability or Autism to AWD Review Team  

AWDReviewTeam@bradford.gov.uk  

Mental Health to MH Duty Team  

to be advised, but in the interim jointly e-mail both:    

Abida.Bibi-Ashiq@bradford.gov.uk and Jennifer.Holroyd@bradford.gov.uk   

Older Persons to Independence Advice Hub  

IAHInbox@bradford.gov.uk   

Following the introduction of the Day Activities Provider List, Support at Day Care services are intended specifically for third-party providers who deliver additional support alongside that delivered by the Day Activity Provider.  Payment for Support at Daycare services is made against actuals. 

Support at Day Care services will not be paid on days when the Day Care service is closed or when planned support is not delivered.  

To record when planned support has not been delivered, providers must edit the actual and add a comment detailing the absence.  

Provider Guidance in relation to the reporting of service users who are absent from services is below. 

Absence Management Process                                                                                              

If a service user is not able to attend an agreed support session, the Provider will look to find out the reason for non-attendance as soon as possible, and the Provider will log that absence and the reason in their own records, as well as in the Provider Portal.

Planned absence

In the event of a pre-planned period of absence (whether this is by way of a holiday or a stay in hospital/ convalescence) and the period of absence from service is likely to exceed 4-weeks, then the Provider will immediately notify either the person’s allocated social worker, or the Council’s relevant Adult Services Access Point.  The Provider will log the absence, and the reason, in their own records, as well as in the Provider Portal.

Unplanned short-term absence

On the first day of any unplanned absence, the reason for the absence will be established; the Provider will contact the service user’s family to ascertain the whereabouts, and safety of, the service user and record this.   Individual circumstances may determine that the Provider should immediately notify either the allocated social worker, or the Council’s relevant Adult Services Access Point (commonly the Adults With Disabilities Front Door Team) or Safeguarding Adults Team depending on the circumstances.   The Provider will log the absence, and the reason, in their own records, as well as the Provider Portal.

Unplanned long-term absence

If a period of unplanned absence exceeds 2 weeks, then the Provider will advise either the allocated social worker, or the Council’s relevant Adult Services Access Point.  The Provider will log the absence in their own records, as well as the Provider Portal.

Sporadic / predictable absence

Regular absences with a pattern (e.g. same day each week) will trigger the provider to notify either the allocated social worker, or the Council’s relevant Adult Services Access Point in order to check whether the number of planned sessions is actually needed. The Provider will monitor and log all such absences, and the reason, in their own records as well as the Provider Portal.

Communication

There is an aspiration towards closer and more regular communication between Day Activities services and the Social Worker teams.  This will include each party keeping the other regularly updated about the circumstances of individual cases where social workers are involved.

Review of non-attendance

If an individual service user’s attendance falls below 70% in a rolling 3-month period, then the Provider will either advise the relevant allocated social worker, or the Council’s relevant Adult Services Access Point.  The Provider will log such absence in their own records, as well as the Provider Portal.  Where this applies, the Provider will notify the service user that their support package is being referred for review by a social worker.

If the social worker informs the Provider that this placement is no longer needed, then the provider will instigate the contractual notice period.

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 shared with those staff in your organisation responsible for entering and submitting financial data related to the payment of Day Care 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

Amending actuals

Below is an example of the Edit Actuals section of the portal

  • Actual – This is the actual service delivered
  • Service Level – Details the type of service e.g. homecare, support at day centre
  • PL – This is the planned service. This cannot be amended.
  • FRSTD – Frustrated. This is the box to use when service has not been provided but payment is required.
  • MSD – Missed. This is the box to use when the person did not receive the service.
  • XTR – Extra. Do not amend this figure
  • VST – Visit. Do not amend this figure
  • Total Cost – This details the breakdown of the cost/payment due
  • Comments – We require you to provide adequate detail when the planned service is not delivered

***Below example shows a homecare service level but the process is the same for Support At Day Care***

 

In this example, the person was planned to receive 5 hours of support

No support was provided as the person did not attend the centre. 

Amend the figure in the Actual box from 5 to 0

Record the 5 not provided in the Missed box

Provide a comment giving a detailed reason

** This video uses a home care plan as the example but the principle is the same for Support At Day Care**

Importing/Exporting Actuals using CSV file

Importing Actuals Using CSV File

 

** Below examples show a home-care service but the principles are the same for Support At Day Care**

 

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 – Do not enter any figure here.

Weekly Missed Quantity – This is the number of hours not provided

Weekly Extra Quantity – Do not enter any figure here

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.

 

  • If full planned service provided entirely, you do not need to make any amendments

 

  • If the actual service delivered differs to the planned service, you must amend the 'Weekly Actual Quantity' and also enter a corresponding figure in the 'Missed' column

 

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Exceptions

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Backdated Service Lines

Back-dated Service Lines

  • When a service has been backdated, you will see the amendments on the most recent week you are working on. If you have the email notification for Care Package Line Items activated, you will receive an email to advise you.
  • To view the expected payments, go to Scheduled Payments and filter by the applicable week
  • When payments have been calculated on the Local Authority’s contract management system (this is done overnight on a daily basis), amendments will show
  • On this example, we will look at the service user Sid Waddell
  • Sid was planned 1hr of single-handed service each week (£20.00)
  • The current week is week beginning 23rd January 2023
  • The service is increased to 5hrs of single-handed service each week (£100.00)
  • The service is backdated to start from 2nd January 2023
  • When payments have been calculated on the Local Authority’s contract management system, you will see negative amounts of -£20.00 for each of the backdated week

  • This is because the service line no longer exists for these weeks and the system looks to recoup the monies already paid
  • In order for the backdated line(s) to be factored into the claim, you will need to generate actuals for each of the weeks that the line was backdated
  • To do this, go to Actuals and navigate to the week that the line was backdated to. In this example, it was week beginning 2nd January 2023
  • You will see that in this week, it is showing the original actual of 1hr however it now shows that there isn’t a planned service – This is why the system is looking to recoup the £20.00 payment for the week
  • To factor in the backdated service line, you will need to press Generate Actuals

  • Once you have generated the actuals, it will now show the backdated service line of 5hrs

 

  • You will need to repeat the process of generating the actuals on each of the weeks that the service line was backdated
  • If any variations are required e.g. fewer hours were provided in any of the weeks, then you would need to amend the actual accordingly
  • To amend the actual, click on the Add/Edit button

 

  • This will open the service(s) for that particular week
  • Only amend the actuals on the backdated service line (the one which shows there are planned hours)
  • Whenever an actual is amended, you must record a comment

 

  • Once the actuals have been generated for all of the weeks and payments calculated on the Local Authority’s contact management system, you can view the adjustments in Scheduled Payments under the current week
  • On this example, we can see that there are adjustments for each of the backdated weeks (from 2nd January 2023)
  • The original service was 1hr (£20.00)
  • The backdated service is 5hrs (£100.00)
  • The system is now paying the £80.00 difference for each of the backdated weeks (as payment of the original 1hr £20.00 had already been made) and the full £100.00 for the current week (23rd January)

 

  • Confirm the payments as normal

 

  • Once payment has been made by the Local Authority, you will be able to see the adjustments on the remittance advice
  • To view the remittance, go to Scheduled Payments, select the applicable week and then Download Remittance Advice

  • The remittance advice will show the breakdown of payments

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Confirm Actuals

Confirm Actuals

  • On the taskbar, select ‘Scheduled Payments’
  • Filter to the applicable Contract
  • You will see a list of scheduled payments. Select the week which relates to the actuals you are submitting. You will see that it states it is ‘Unconfirmed’

 

  • This will display the scheduled payments according to Bradford Council’s contract management system

                *Note* – It shows the costs of the planned service, not the amount based on actuals

  • The page defaults to the ‘Payable’ tab which details the service lines which will be considered for payment
  • You can see at a glance the total payable and non-payable items

 

 

  • The Non-Payable tab will detail any service lines which are not automatically going to be included in the amount paid and the current status.
  • In this example, the payment is suspended as more than the planned level of service is being claimed. An exception is triggered and the payment for the planned service is automatically suspended.

 

 

  • Bradford Council still receive the Non-Payable claims and will make the appropriate decision on whether to accept or reject the payment amount
  • At the bottom of the page (on either Payable or Non-Payable tab), is a Confirm/Reject button
  • Click on Confirm/Reject and you will see the following screen
  • You will note that the status is ‘Unconfirmed’

*** The figures shown relate to the planned level of service, it doesn’t show the figures based on actuals entered. The figures will show the amended amounts once the Council’s contract management system updates. To check the figures of your claim, you can utilise the Commissioned Vs Actuals report ***

  • Add any appropriate comment and also state your name
  • Once done, click confirm

 

 

  • The status will now show as ‘Confirmed’ and is the indication to Bradford Council that any amendments have been made and the actuals have been submitted.

 

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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

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

If you identify a change in a person’s need, i.e., you may consider the person would benefit from a change of service, you must contact either the allocated social worker or the relevant Adult Services Access Point. Providers should not change planned service delivery without prior authorisation from a social worker.

The relevant Adult Services Access Points are: 

  • People with a Learning Disability or Autism to AWD Review Team 

AWDReviewTeam@bradford.gov.uk 

  • Mental Health to MH Duty Team 

to be advised, but in the interim jointly e-mail both:   

Abida.Bibi-Ashiq@bradford.gov.uk and Jennifer.Holroyd@bradford.gov.uk  

  • Older Persons to Independence Advice Hub 

IAHInbox@bradford.gov.uk 

If you identify a change in a person’s need, i.e., you may consider the person would benefit from a change of service, you must contact either the allocated social worker or the relevant Adult Services Access Point. Providers should not change planned service delivery without prior authorisation from a social worker.

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.

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.

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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 put any figures in the Extra or Frustrated actuals boxes

Confirm actuals in Scheduled Payments

Don't amend the figure in the Visits box

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

Record absences in the missed column

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

Who to contact and when

Password Reset - Please email provider.portal@bradford.gov.uk

Access to Portal required - Please complete the Portal Use Template.

Service line incorrect - Contact either the allocated social worker or the relevant Adult Services Access Point. Providers should not change planned service delivery without prior authorisation from a social worker. The relevant Adult Services Access Points are:

People with a Learning Disability or Autism to AWD Review Team -AWDReviewTeam@bradford.gov.uk

Mental Health to MH Duty Team - to be advised, but in the interim jointly e-mail both: Abida.Bibi-Ashiq@bradford.gov.uk and Jennifer.Holroyd@bradford.gov.uk

Older Persons to Independence Advice Hub - IAHInbox@bradford.gov.uk

Service ended/client died - As above. 

Payment query - Fss Payments at fss.payment@bradford.gov.uk

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FAQs

You cannot confirm actuals for a week where the payment has already been processed. 

The figures shown in Scheduled Payments don't immediately adjust to reflect the actuals being claimed, they update when the Council's Contract Management System calculates payments overnight.

You may wish to utilise reports (Commissioned Vs Actuals) to check the figures of your claim.

Any missing service lines already agreed and confirmed by a social worker are reportable by the Provider to the Support Options team, once a 4-week period has elapsed.  Support Options team would then refer to the allocated social worker.

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'.

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