Principal Provider Model Update: Client Choice, Data Breach, and Provider Sustainability

A number of home care providers have raised concerns with Norfolk Care Association (NorCA) regarding the transition arrangements for the domiciliary care principal provider model in South Norfolk. Broadly, these concerns relate to the transitioning of existing clients to the appointed principal provider. NorCA has raised these concerns with Norfolk County Council (NCC). Below is a summary of the key areas we discussed and an update on the situation.

Contact with Clients

NorCA raised concerns that clients had been contacted with a blanket letter about their impending transfer to the new provider. We queried how this approach could have ensured that only suitable clients were considered for transfer, given that without direct contact – and with only likely outdated assessment information – current levels of vulnerability could not be established. We also raised concerns about how this approach had helped clients to understand their care options and make a choice. In addition, we highlighted the distress this caused some clients, resulting in distraught phone calls to providers who, in some cases, were not aware of the proposed transfer of care.

We understand that all clients should now have been contacted directly to discuss their circumstances and options. NCC’s original plan was to send the letter and then have locality social workers make contact with clients. We understand that, where these reviews have taken place, the majority of clients are opting to stay with their existing provider.

NorCA raised that we view it as preferable to engage in dialogue with clients first – understanding their current context, what is important to them, and discussing options and preferences – before a letter is sent to them.

NCC agreed that it will review its approach to client engagement for future transition arrangements.

Data Breach

In connection with the transition, NCC is aware of a personal data breach that resulted in approximately 44 letters being sent out with the incorrect recipient’s name. This has been referred to NCC’s internal information governance team. NCC expressed its sincere and deepest apologies for this error.

Provider Sustainability

NorCA raised concerns that providers were being sent letters giving notice of termination of large numbers of their clients with no prior discussion. This was putting organisations at risk of closure, as well as causing distress and damaging the relationship between NCC and care providers.

We understand that, in other transitional areas, providers were contacted ahead of termination letters being sent.

Following concerns being raised in South Norfolk, all providers should now have been contacted by NCC to discuss their specific circumstances. We also understand that, as a result of most clients preferring to stay with their existing provider, the number of transfers has been significantly reduced.

Going forward, NCC has committed to reviewing how it discusses potential transfers with providers.

Next Steps

If you are a provider still affected or you have concerns, please contact us. We will continue to monitor the situation and provide further updates as needed.