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Information for home care and extra care providers


National guidance for home care providers

The Government has updated its guidance related to coronavirus and home care. The guidance document below answers FAQs for providers who support and deliver care to people in their own homes, including supported living settings.

Coronavirus (COVID-19): provision of home care 2 September 2020 


Local guidance:  Dementia: a supportive guide for carers

This guide aims to support carers choose activities to help care for people with dementia during the pandemic.  The guide is aimed at care home settings but contains lots of useful information relevant to other care settings.  You can find it in the National and Local Guidance section on the Information for Care Homes page.  


Operational frequently asked questions for Staffordshire home care providers

Our operational FAQs for home care providers answer questions on how to share your capacity information, how to raise any concerns on the ability to deliver care safely, and what we are doing to help home care providers with their cash flow, including payment mechanisms for contacted and non-contracted providers and flexing care delivery up and down.

Please see the document below which you can download and print out:



Financial sustainability for home care and extra care providers

On 20 May 2020, Dr Richard Harling, Director of Health and Care, wrote to update home care and extra care providers on the second phase of financial support being provided by the council. The letter below is available for downloading and offline reading. 



New care packages or returns from hospital

As you will be well aware, the NHS needs us to support more people, as hospital beds need to be freed up for those who need them most - and they may well be needed for your service users in the future. 

The hospital discharge team should be able to answer any questions you may have about the care package. If you have any specific query that you cannot resolve by speaking to the hospital, then please email us at  ascincidentmanagement@staffordshire.gov.uk and we will link the query with our NHS colleagues.



Visits to extra care

In June 2020, the Care Provider Alliance has developed a visitors protocol for providers.

The protocol aims to provide a set of principles and tips to help people using care and support to have the opportunity to safely receive visitors during the Covid-19 pandemic. It is primarily aimed at care settings which cater for older people, including people with dementia.



Service users who refuse care

If an adult refuses care from a care provider then the following will happen:

  • care agencies should refer all refusals of care to the allocated worker or relevant area team via Staffordshire Cares on 0300 111 8010
  • if the adult has capacity then the social work team will have a discussion with them about the implications of this decision, establishing how they will manage their care needs e.g. support from family etc. Where possible this will be the responsibility of area duty teams, recording this discussion on our Care Director system
  • should a person's representative or carer refuse support on their behalf practitioners must make contact with the person to confirm that they are aware of this before any decisions in relation to withdrawing support are made. Should there be any concerns that a representative/carer is not acting in a person’s best interest then established due processes must be followed

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