Adult Services Provider Portal

Actuals based services - Domiciliary Care, Extra Care, Day Care

We have now been live on the Adult Services Provider Portal since November 2019 and have over 1200 providers logging in to submit their actuals or check purchase orders and remittance advices. We make approx. 2500 payments per month to providers and thought it would be useful to remind you of the basic guidelines for using the portal to help you when using it and when you have queries.

Additional logins to the portal

If you require additional logins to the portal, please can you specify the email and service you wish access to for example just one care home or all owned by the organisation.

Please also note we recommend a maximum of 5 logins for the portal per organisation but understand in some circumstances or for large providers you may need more. Please ensure that all staff understand the nature of the information they are accessing  and let us know asap if you require any user access removed.

Actuals

The actuals on the portal reflect what you have agreed with the social worker as the care plan that you are delivering, and is the same as your current Purchase Order. You need to check the hours/days and rates are what you agreed and this can be done either by viewing the purchase order or on the CPLI (care package line item) screen – the detail of the calls/days will be on the actuals screen.

If you think the number of hours/days or the rate is incorrect, you need to raise this as soon as possible with the Social Worker or the Duty Team (for the area where the individual lives) if there is no current allocated worker. The Social Worker Duty Team addresses are:

Email: AreaTeamMalvernHills@worcestershire.gov.uk
Email: AreaTeamWorcesterCity@worcestershire.gov.uk
Email: areateamwychavon@worcestershire.gov.uk
Email: RedditchAreaTeam@worcestershire.gov.uk
Email: WFCSWT@worcestershire.gov.uk
Email: ta-randb@worcestershire.gov.uk
Email: youngadultsteam@worcestershire.gov.uk
Email: LDNorthAdmin@worcestershire.gov.uk
Email: LDSouthAdmin@worcestershire.gov.uk
Email: whcnhs.socialcareteamcmht@nhs.net

When confirming actuals

When you are confirming your actuals to us through the export/import/update process, please note that you are telling us what you want us to pay you – this is why it is very important that the hours/days and rates are correct otherwise the payment you receive may be different to what you expect. Please raise queries as soon as possible as it is easier for us to look into it for you and it means you are paid correctly quicker. If you have your own system running alongside please make sure the rates and hours/days agree as this will avoid queries when the payments are received. If for example you are missing a payment for a whole week first please check that you have definitely imported your actuals, and pressed the ‘update system’ button, as without completing this we cannot pay you. As part of the process you save a copy on your own machine so this is your record of what you have submitted to us.

Delivering over or under the care package

If you are delivering over or under the care package ( we appreciate not every week is the same ) please enter details in the comments box to explain this. Variations of more than 10% from the care plan will mean the whole payment for that person is suspended and needs manual release. Therefore, if there are details entered and a reason stated, it makes this a quicker process - so something like ‘extra call due to family illness’ etc will really help.  Other reasons for suspended payments could be that you are claiming for care that is before or after the date of the agreed care package and this can be sorted by asking the social worker to change the dates of the purchase.

Please do not create unplanned service lines - if you need to add an additional line for care being delivered above the care plan or you want to ‘frustrate’ part of a week you can do this via edit/amend. Please state a reason why more or less care was delivered - please refer to the guidance notes. It is important to note calls correctly that have been delivered and those frustrated otherwise we can’t charge the individual correctly. An unplanned actual line will not generate a payment and will cause an error.

If an individual goes into hospital you need to record this correctly with a reason, so we can pay correctly and not charge individuals.

Coronavirus (COVID19)

We have written to providers to explain what we have been committed to paying you during the Covid-19 Pandemic when calls could not be delivered due to Covid 19. It is essential that you record these as ‘frustrated’ as per the guidance you have been given (this is saved on the help webpage). You need to state CV-19 as the reason. If you do not record them as ‘frustrated’ then the service users are charged for the service that they have not received/you have not been able to deliver. This causes unnecessary stress for families who then have to contact us to have the bill corrected. We also need to know this for our audit trail for funding we are reimbursed from Central Government. Day Services will be sent additional guidance for recording actuals as days services start to  re-open.

Querying a payment

If you are querying a payment with us, it would significantly speed up the process if you can include the 10 digit ID number of the service user, the period which you are querying payment for and as much detail about what you think is wrong. 

Inputting actual weekly

Inputting your actuals weekly will result in your payments being made weekly and we would recommend you do this or at least every two weeks. If you only input them monthly or even less frequently than that,  this means individuals will receive an invoice from us less frequently, which can mean they receive a large bill rather than a regular manageable bills. Please remember we invoice individuals in arrears as they only pay for the care calls they have actually received. Therefore we can only do this accurately when you have inputted your actuals (for the care calls you have delivered). Where there are queries then it will take us a lot longer to go back through the payment runs to try and help.

Should you have any queries please continue to contact adultsproviderportal@worcestershire.gov.uk where we will continue to help you as quickly as possible