Text size:
logo

Supported Living

Slides from portal introduction session

Supported Living Presentation Slides

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 amendments 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.  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: 

 

  • Mental Health: Please contact the relevant community Mental Health Teams:

        Mental Health Review Team -

        City CMHT - city.cmht@bdct.nhs.uk

        North/ Somerset House CMHT Somerset.House.CMHT@bdct.nhs.uk

        South and West CMHT - sw.cmht.duty@bdct.nhs.uk

        Airewharfe CMHT Awc.Duty@bdct.nhs.uk

        Integrated Outreach Team IOT BradfordIOT@bdct.onmicrosoft.com    

Key Messages​

  • Providers should confirm Actuals, even if there are no changes.​
  • Extras should not be claimed for in Supported Living.  The service should be delivered on planned hours. Any increase in service even if this is temporary, must be requested to the relevant operational team and will be managed by a temporary additional service line or new service line if approved.
  • ​
  • 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 2 working days after the end of each weekly period.

 

 

Shared Support

  • A Frustrated Call relates to Hospital Admission  only.   Please see video for detailed guidance on how this should be recorded.  Note: Providers must inform Operational staff on the date of admission. Shared support can be paid for up to 6 weeks where a service user is in hospital. The relevant week should be recorded in the comments. The Operational Team will need to make a decision to confirm any funding beyond the 6 weeks.
  • Planned Reduction in Support/ Service, this is where the service users has given notice, e.g.  service user has gone on holiday so will not be using the support. See video for detailed guidance.  The Local Authority needs to be notified of this absence to ensure the service user is not charged.  Shared support costs will still be paid to the provider.​​
  • Where Core/ Shared  Hours are in use, we would not expect these support hours to have variations. If there is an issue with delivery of shared support provision then providers must contact their Business Relationship Officer in the Contracts Team.

 

Community Support and Personal Hours

  • A Frustrated Call relates to Hospital Admission only this must be recorded in frustrated calls, see guidance videos for more detail.  Operational staff should be informed on the date of admission. Community Support / Personal Support / One to One Hours, can be paid for up to 2 weeks.  The operational team will need to make a decision to confirm any funding beyond 2 weeks.

​

  • Missed Calls – Planned – where notice has been given e.g adult has gone on holiday so will not be using the support, please see video for detailed guidance on how to complete.  This will not be paid.​

 

  • Missed Calls -  Non engagement/ short notice cancellation by service users. This could be client refused entry or did not engage in the full planned hours offered. Providers’ should also raise this with the relevant operational team for a package review following 3 consecutive occurrences. This will be paid.  Please see video for detailed guidance

 

  • Missed Support/Care - Due to provider issues eg staff sickness. If Provider rearrange support within the same week, no action is required.  However if missed in full, this should be recorded as a missed call and noted in the comments. This will not be paid.​

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 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                                                Confirm Actuals                                       Checklist

                                                    

         Communication (Actuals)                                Disputes                                               Reports

Back to top

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.

Back to content

Back to top

Generate Actuals

 

Back to top

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

Manually Inputting Actuals

 

  • Amend the ‘Actual’ box to reflect the number of hours delivered if different to the planned support
  • Update the figures where necessary for Actual, Frustrated and Missed only
  • Under no circumstances should you amend the figure in the Extra box – this will suspend payment and cause delays in you receiving your expected payment

       

        *** Note – Figures must be in units of 0.25, 0.5, 0.75 & 1.00 when amending Personal Hours***

               

‘Actual’ – This is the actual amount being claimed

‘Pl’ = Planned. This is the planned service. This cannot be amended.

Frstd’ = Frustrated. This should be used for hospital retainer payments.

‘Msd’ =  Missed e.g. Support cancelled in advance or carer/support worker unable to attend as expected

‘Xtr’ = Extra. DO NOT AMEND THIS UNDER ANY CIRCUMSTANCES.

‘Vst’ = Visit. It is not necessary to amend the figure regardless of whether all, some or no service/support was provided

‘Comments’ – This must be completed if anything other than the planned service/support has been provided.

See drop-down options below for examples of the different types of actual submissions

Back to content

In this example, the shared support was 26.25 hours per week. The person went in to hospital part way through the week. To ensure that you are paid for the full amount of the planned service but also to ensure that the client is charged according to the service actually provided, you record the actuals as follows:

Actual – Amend the figure in the box to zero (0)

Frustrated – Amend the figure in the box to show the full number of planned shared support hours.

Comment – Put the week e.g. Week 1 hospital

Hospital:

In this example, the planned service was 10 hours per week. The person went in to hospital after only receiving 2 hours of the expected 10. To ensure that you are paid for the full amount of the planned service but also to ensure that the client is charged according to the service actually provided, you record the actuals as follows:

Actual – Amend the figure in the box to the 2hrs that were provided

Frustrated – Amend the figure in the box to show the 8 hours that were not provided but where payment is still required.

Comment – Put the week e.g. Week 1 hospital

 

In this example, the planned service was 20 hours. Advance notice had been given that 4 hours would not be required.

Actual – Amend the figure in the box to 16 to reflect the hours which were provided

Missed – Amend the figure in the box to 4 to reflect the hours not provided

Comments – This must be completed giving details of why the full service was not provided

Note – The background colour is highlighted red as fewer than the commissioned planned hours were provided

In this example, the planned service is 12 hours. The client refused to engage for 2 of the hours.

Actual – You would leave the actual amount as the full planned 12 hours

Missed – You would show the 2 hours that were refused/not provided

Comment – Provide details of what happened

  • Note – By entering the actuals in this way, an exception alert will be triggered to show that the ‘Actual Does Not Add Up’.

This will not affect the amount that you will be paid, you will still receive the full payment. We require this exception to be triggered for our internal processes.

 

 

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. 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 – Do not enter any figure for extras, these will not be paid and will cause delays to your payments

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.

 

 

 

 

See drop-downs below for examples of different types of actual submissions

Planned level of service was 10hrs

Client had given sufficient notice to cancel 6 hours of support

The ‘Weekly Actual Quantity’ would be amended to the 4hrs provided

You would reflect the 6hrs that were not provided in the ‘Missed’

Provide a comment detailing what happened

Planned level of service was 10 hours (personal hours)

Client hadn’t provided prior notice that they wouldn’t require 2hrs of expected support

The ‘Weekly Actual Quantity’ would remain as 10

You would reflect the 2hrs that were not provided in the ‘Missed’

Provide a comment detailing what happened

By inputting the actuals in this way, an exception will be triggered. This is correct and we require the exception to be triggered, it will not affect the amount you will be paid.

Planned level of service was 10 hours

Only 4 hours were provided and client was then admitted to hospital

Amend the figure in the ‘Weekly Actual Quantity’ to the 4 hours that were provided

Put the remaining 6 hours in the ‘Weekly Frustrated Quantity’

Provided a comment detailing the week e.g. “Week 1 hospital”

Planned level of service was 26.25hrs sleeping night cover

Client went in to hospital part way through the week

Although some service was provided up to the hospital admission, you need to record the actuals as follows:

Amend the figure in the ‘Weekly Actual Quantity’ to zero (0)

Put the full amount of the planned hours (26.25) in the ‘Weekly Frustrated Quantity’

Provide a comment detailing the week e.g. “Week 1 Hospital”

Back to top

Exceptions

Back to top

Confirm Actuals

Confirm Actuals

Back to top

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

Back to top

Communication

Communication

Back to top

Disputes

 

Disputes

See drop-down options below for further guidance on responding

Back to top

Reports

Using Reports

 

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

Back to content

Back to top

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: 

 

  • Mental Health: Please contact the relevant community Mental Health Teams:

        Mental Health Review Team -

        City CMHT - city.cmht@bdct.nhs.uk

        North/ Somerset House CMHT Somerset.House.CMHT@bdct.nhs.uk

        South and West CMHT - sw.cmht.duty@bdct.nhs.uk

        Airewharfe CMHT Awc.Duty@bdct.nhs.uk

        Integrated Outreach Team IOT BradfordIOT@bdct.onmicrosoft.com    

A temporary change to planned support hours for reductions only. For example because of service user going on holiday or into hospital 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. Extras should not be added.

If a long term reduction is required, this must be raised with the allocated Social Worker/relevant Duty Team.

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

If you identify an immediate safety concern, you should raise these concerns with the allocated Social Worker/relevant Duty Team or the Safeguarding Team.

Back to top

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 in Scheduled Payments

Don't submit extras

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

 

 

 

 

 

 

Back to top

Who to contact and when

Back to top

FAQs

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

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'.

Back to top

Last updated:
Previous Next 1 to 1 Support at Residential / Nursing