Frequently Asked Questions
To help you understand how Care Concierge works, we’ve answered some frequently asked questions below. If your question is not answered, please contact us on 0800 088 5620 should you have any questions. We’ll be happy to help!
How can I refer a client to Care Sourcer?
You can do this by clicking here to complete a referral form for each client you wish to refer. Your referral will be submitted confidentially to Care Sourcer and will only be accessible to our team of care experts.
If I have already spoken to Care Sourcer about my client, do I still need to fill out a referral form?
Yes we do still require a referral form for each client that you wish to refer to Care Sourcer. This is to ensure that we accurately capture all relevant information relating to your client as part of the referral process and can get off to the best start possible. This is also required to ensure that we have the correct permissions from your client to be able to reach out and contact them. If you have already spoken to our of our care expert team about this client and prefer to add this into the free text box available on the referral form, please do so and we will make a note of this.
If I want to give Care Sourcer a bit of background information regarding my client before referring, how can I do this?
The easiest way to do this is to enter all information that you feel is relevant for Care Sourcer to be aware of in the free text box on the referral form. This information will not be shared with anyone else and is stored confidentially. Alternatively, if you do feel it is vital that you speak with one of our care experts before we reach out and contact your client, you can email us further information at firstname.lastname@example.org or call us on 0800 088 5620.
What is the advantage of me referring my client to Care Sourcer if I am SOLLA qualified? What can you do for my client that I have not already?
Our service is dedicated to helping your clients understand, find and fund care. Our care experts can take all the time your client needs to explore all areas of non regulated care funding and can also help them find the care they need when they need it. We know how time consuming and stressful this can be. We can do this work so you don’t have to and allow you to really concentrate on finding the right financial products for your clients. Don’t worry, we will ensure we keep you updated every step of the way.
How soon will Care Sourcer get in touch with my client after I have made the referral?
Once we have received your client referral, we will be in touch with them within 48 hours to discuss how we can help them.
Will Care Sourcer keep me up to date with the progress of my client’s case with Care Sourcer?
Absolutely! We know how important it is to be kept informed of your client’s progress with us. Once your client embarks on a journey with care Sourcer we will first confirm to you that your referral has been received, then we will update you when we have made initial contact with your client, and the outcome of the conversation. We will also always try to give you an indication at this point of an estimated timescale for the next steps of your client’s care journey with us and where we anticipate there may be delays due to awaiting assessment outcomes for example.
Although some simple cases can be concluded pretty quickly, we also know that individual care journeys can take time, sometimes several months so from there you will receive monthly updates on your client’s progress. We will of course make contact sooner if we need to update you on any significant progress on your client’s case where appropriate. You will also receive confirmation of your client’s case completion including the outcomes for your client, and a full report of any contact we have had from start to finish with your client.
searches in your area.
What exactly will Care Sourcer do to help my Client?
- We will arrange a 30 minute consultation with your client to create a personal and comprehensive ‘Care Plan’ detailing their preferences and needs. This helps us to explore the most suitable care options on their behalf. We will not start the search until your client tells us they are completely happy with this. This will only be shared with potential care providers should they need to assess if they can meet your client’s needs. We will always gain your client’s permission first before sharing.
- After we have your client’s sign off on the care plan, we will start the care search process (where this is applicable). We will contact suitable care providers in their area and present our findings back to them in their own personal ‘Provider Summary Report’. The timescale for this will be dependent on how soon the care is required and the availability of the providers.
- Once your client receives their report, they can review this in their own time and come back to us if they would like us to assist in liaising with any of the providers identified to arrange assessments/ visits. They can also do this themselves should they prefer and we will be here to support if required.
- We will also arrange a further separate consultation with your client to explore their care funding options focused on the non-regulated side of care funding . This includes any potential entitlement to NHS funding, local Authority funding and later life benefits. We will then present all of our findings back to your client in their own ‘Personalised Care Funding Guide’. We will be sure to share this with you to ensure you are up to date with your client’s financial entitlements. For some of your client’s this may be the only part of the service they require.
- It is important to note that your client will be able to access the service for 12 months from the date of their referral so don’t worry if their journey takes longer than you first anticipated.
What are your normal business hours?
We are open Monday to Friday 9am till 5pm . We do have a voicemail facility outside of these hours, so if your client does call us outside normal opening hours, we can take a message and get back to them as soon as we can.
Do you fill out Attendance allowance forms on behalf of a client?
We can help your clients to understand if they may have an underlying entitlement to Attendance Allowance based on the information they provide to us. We will assist them to understand how to apply and give them hints and tips on the application process . Although we do not fill out the forms on your client’s behalf, we are on hand to help guide them through any questions that they may get stuck on and will always help where required. It is important to note however that any formal decision on awarding Attendance Allowance is down to the Department of Work and Pensions. Care Sourcer can only advise and signpost on this matter.
Can you help my client understand NHS funding?
We can help your clients to understand if they may have an underlying entitlement to NHS funding for care such as Continuing health care or Funded Nursing Care payments. We will help them better understand what to expect from the assessment process, how to prepare for the assessment process and can also help guide them through this by being on hand to answer any questions that may come up for them during or after this process. It is important to note however that any formal decision on NHS funding is down to the relevant clinical commission group for your client. Care Sourcer can only advise and signpost on this matter.
My client is already in care and in receipt of some benefits. What additional value will my client get from using your service?
Many people we speak to think they are in receipt of the correct benefits/ state funding entitlements when in fact they are not. In fact, it may be that they are not receiving the correct rate of Attendance allowance for example or are missing out on a potential Carer’s Allowance claim. We can help to ensure that your client is in receipt of the correct benefits depending on their situation. We can support them to understand and access the application process and be on hand to answer any questions they may have along the way.
We can also try to negotiate care home fees or annual interest rates even if your client is already in care.
Will the Care experts be able to complete INA applications once their non regulated care advice has been given?
Unfortunately, we do not currently offer this as part of this service but may look to offer assistance with this in the future as part of our ongoing service development.
I want to know what my options are for service payment, do I have to pay or can my client pay?
Whilst we appreciate it is not compulsory for you to pay for your client’s service with us, we strongly recommend that you consider doing so. This ensures a much smoother transition between services in what is almost always an already very stressful time for your client. We know from experience that where a partner is paying for the service clients are often much more engaged from the onset which allows us to support them quicker and keep partners more informed about their client’s needs.
As a SOLLA Partner do I get a discount when referring a client to you?
When we first launched the Care Concierge service a discount was applied to SOLLA partner paying referrals as it was expected that less time would be required on client cases. However clients have been eager to access the full service and make full use of the support of the care expert and their knowledge and have therefore been receiving the same full service as a Non-SOLLA referral would.
It is important that we ensure the Care Concierge service remains commercially viable and therefore as of the 1st of December this SOLLA discount will no longer be available.
Our service offers incredible value to both Advisors and clients both in monetary value, time saving and brings much peace of mind in knowing that all non regulated advice has been provided by a care expert.
If I am not SOLLA registered, do I have to liaise with any other SJP partners once my client has received non regulated care advice from Care Sourcer?
If you have obtained your CF8 license and your internal license for long term care, then you do not have to consult with any other SJP partners such as a SOLLA registered partner to then be able to sell your client later life care products after they have finished the service with Care Sourcer.
If you have not obtained your CF8 license and your internal license for long term care and are therefore not registered to operate in the later life care space, you can use Care Sourcer to sell later life care products to your client but must consult and liaise with an SJP partner who is registered to operate in the later life care market after your client has used Care Sourcer.