Adult Social Care providers FAQs

Information for all providers

How are the council working with the health system?

We are working closely with our partners in the NHS Southampton City Clinical Commissioning Group (CCG), NHS and external providers to ensure that we can prevent the spread of the virus and are following the latest Government guidance. We have established an adult social care and health co-ordination hub. The hub’s role is to manage activity across adult social care and health services jointly with key partners.

How can I contact the Council or CCG to talk about COVID-19 related challenges for my service?

You can contact your normal commissioner directly or make contact with the commissioning hub through

If you have a concern that specifically relates to Infection Prevention you can contact the specialist team through

For all normal safeguarding enquiries please use the usual arrangements through Adult Social Care Connect.

If you are struggling with capacity and not able to provide all the care for a client, please refer to Adult Social Care Connect on 023 8083 3003 to discuss this. Care can of course be prioritised; however, this decision does need to be in conjunction with Adult Social Care. Please do not make a decision in isolation.



What is the process for sourcing PPE?

1. National Portal

There is now a national PPE portal that can be used by social care and primary care providers to get critical coronavirus (COVID-19) personal protective equipment (PPE).

The Department of Health and Social Care (DHSC) has partnered with eBay, Clipper Logistics and Royal Mail to develop this service.

Who can use this portal?

You can only log in and place an order if you’ve received an email invitation to register.

The PPE portal can be used by:

  • GPs
  • residential social care providers
  • domiciliary social care providers
  • pharmacies
  • dentists
  • orthodontists
  • optometrists
  • children’s care homes and secure homes
  • children’s residential special schools
  • community drug and alcohol services
  • residential drug and alcohol services

If you’re a provider in one of these categories, your invitation to register will be sent to your email account registered with Care Quality Commission (CQC), NHS Business Services Authority (BSA), NHS England or the Medicines and Healthcare products Regulatory Agency (MHRA).

Information about children’s social care providers is supplied to DHSC by the Department for Education.

Steps to getting free PPE

  1. If you are eligible, you’ll receive an email invite to the PPE portal
  2. Register with the email address the invite was sent to
  3. Receive a link to confirm registration
  4. Click on the link and create your password
  5. Order your COVID-19 PPE
  6. PPE is delivered directly to the address supplied to us

Local Mutual Aid Store/SCC

If you are having difficulty in getting sufficient supply from your usual suppliers and the national portal, then there remains an emergency supply system which is run by Southampton City Council. In Southampton, you can submit a request online at

If you are outside of the Southampton boundary, please contact the Hampshire and Isle of Wight Hub. You can submit a request online here:

Where will I find the most up to date guidance on PPE?

All up to date guidance on PPE use can be on GOV.UK by searching for PPE. In addition, you can join our Infection Prevention Control (IPC) weekly Microsoft Teams meeting exclusively for care providers with our local IPC specialists from the Integrated Commissioning Unit. These sessions cover important guidance updates, local area updates and also a live Q&A with our specialists. Contact the Southampton IPC Team to register your interest.


Care homes, Residential Homes and Home Care Providers (including testing)

What support is there for care homes, residential homes and home care providers?

Working in partnership with our providers, there is a range of additional support information available on our Microsoft Teams pages.

Care providers will need a secure NHS Mail (NHS.NET) email address and the Microsoft Teams application on their PC, laptop, tablet or smartphone. Care providers should download Microsoft Teams and sign in with their NHS Mail login details.

Visit our Microsoft Teams pages using either of the links below to access these areas.

If you are a care provider who doesn’t yet have access to NHS Mail, please contact the Digital Care Team.



Is there any support for staff wellbeing?

The Southampton City Council Wellbeing@Work eNewsletter is sent monthly and offers information, advice, and tips on looking after the health and wellbeing of your workforce. You can encourage your colleagues to join the mailing list.

You can also view the previous Wellbeing@Work Newsletters. For more information on working from home, staying in touch with your teams, looking after your mental wealth and health and the many health & wellbeing links on the Wellbeing@Work webpages.

How can volunteers support our existing carers?

Social care providers are able to refer vulnerable individuals to the NHS Volunteer Responders programme for a check-in and chat, to prevent loneliness, or to help with fetching shopping and prescriptions. They can also support providers with moving supplies or equipment between services. Volunteers could also be involved in activities such as housekeeping, food preparation, wellbeing activities, and telephone befriending and care, depending on previous experience. More information on the NHS I’d like support page.

There are also local resources to support vulnerable people, please contact Southampton COVID-19 Resident Helpline via telephone on 023 8083 4800. More information can be found here.

SO:Linked may be able to list your organisation as requiring volunteers on its website.

Love Southampton also helps to match volunteers with the most suitable volunteering opportunities in the city.



When will we receive the vaccine?

We are continuing to roll out the vaccine across the city, prioritising those who are over 80 years old, vulnerable residents, care home residents and NHS staff. Plans are being made to roll out the vaccine to other groups and as the picture is constantly changing, we will update you with information as and when we receive it. We would ask that you continue to keep an eye out for updates from us, as we will notify you when we will be able to provide you and your staff with the vaccine.



Is there any support available for delivering meals to the people we work with?

The City Catering care service are taking new referrals for their Meals on Wheels service.


Phone: 023 80 83 38 66

What do I do if I am approached by the press regarding COVID-19 outbreaks or deaths?

There has been significant media coverage of late and speculation by the press about the number of deaths happening in care homes across the country. If you are approached by the media trying to obtain figures regarding COVID-19 deaths in your setting, please refer them to the Office of National Statistics (ONS) and Public Health England who are collating this information. Also please inform your commissioner.