Provider contracts toolkit

Our ways of working

See the council's plans and priorities for inclusive growth, health, care and wellbeing and efficient and effective public services.

We also show how we approach adult social care with our model of working called Supporting Lives, Connecting Communities (SLCC) and what you can expect from adult care.

Equality, diversity and inclusion

In accordance with the Council’s Public Sector Equality Duty (PSED) under the Equality Act 2010, Adult Social Care (ASC) will work together with providers of care to support the principles of Equality, Diversity and Inclusion. The PSED requires public authorities to have due regard to:

• Eliminate unlawful discrimination, harassment and victimisation and other conduct prohibited by the Act.
• Advance equality of opportunity between people who share a protected characteristic and those who do not, and
• Foster good relations between people who share a protected characteristic and those who do not.

Contacts

Finance queries

All finance queries should be raised via the provider portal in the first instance. This will automatically direct your query to the appropriate Business and Finance Team. If your organisation does not have access to the portal, or you have been unable to resolve your query using the portal please direct your query to one of the following email addresses:

For service users whose primary support need is mental health or learning disability, regardless of their location:

BusinessFinanceMHandLD.admin@suffolk.gov.uk

For a service user in a residential home, regardless of their location:

finance.assessment@suffolk.gov.uk

For service users based in the Ipswich and East area:

IpswichandEastBusinessandFinance@suffolk.gov.uk

For service users based in West Suffolk:

ASCWestBusiness&Finance@suffolk.gov.uk

For service users based in Waveney:

ASCNorthBusinessSupport@suffolk.gov.uk

If you are unsure which team you should contact, please send your query to ASCCareMarketHub@suffolk.gov.uk for guidance.

Provider Reported Quality Concerns (PRQC)

In line with the new guidance, the Provider Reported Incident (PRI) process has now been ceased. 

As of 1 August 2026 Provider Reported Quality Concerns (PRQC) will now be used instead. PRQC is not intended to replace PRI with a different form. It is intended to support confidence, professional judgement and more proportionate route selection when concerns arise. The Adult Safeguarding Framework should always be your starting point.

The framework can help you understand the nature of the concern and whether safeguarding indicators may be present. However, the framework is not an oracle and will not always provide a clear answer in every situation. Where uncertainty remains after using the framework, you are encouraged to seek advice through the MASH consultation service. Following consideration of the framework, professional judgement and any consultation advice received, you can then choose the most appropriate route.

Please see below documents designed to support you to use the new process.

Quality concerns can now be reported online.

Digital Social Care Records (DSCR)

Choosing digital with confidence

Care providers across Suffolk and North East Essex are at different points in their digital journey, some are already using digital systems, others are considering a change, and some are just starting to explore options.

Wherever you are, choosing the right digital solution is easier when there is a clear, trusted pathway to follow.

That’s why NHS and local authority partners, working alongside organisations such as Care Development East, Suffolk County Council, Suffolk Care Association and HCPA, encourage care providers to use the NHS England assured supplier pathway when considering digital systems.

Suppliers on the assured list have met national standards for data protection, safety, reliability and support. Choosing an assured supplier also means working within a recognised system approach, with access to clear guidance, opportunities for conversation, and shared learning with other providers.

This pathway helps providers make informed, confident choices, without having to navigate decisions alone, and supports solutions that align with the wider health and care system over time.

Whether you are reviewing what you already use, thinking about next steps, or exploring digital options for the first time, guidance and support routes are available through local NHS and Local Authority partners and provider networks.

Choosing an assured supplier isn’t about limiting choice. It’s about making digital decisions with confidence, clarity and support around you.

For more information contact Georgina.trimble@snee.nhs.uk or dscr@suffolk.gov.uk

Local business development

There are a number of organisations in Suffolk that are able to work with you to develop your business.

• Care Development East provides information, advice guidance and training, supporting health and social care. 
• Menta provide business advice, masterclasses, seminars and networking opportunities for new, emerging and established businesses and those considering self-employment. 
• Suffolk Care Association (SCA) offers help, information, advice and guidance to providers of all types of care services in Suffolk. 

ICARE Campaign

Community Social Care branding to add alongside your existing logos.

Business failure procedure

This is what will happen if a care provider suddenly finds itself unable to care for its customers. 

The information and data included within these appendices is intended to underpin and substantiate the aspirations developed within the Care and support Market Sustainability Strategy. The data is correct to the best of our knowledge at February 2021.

Suffolk Marketplace

Visit our Suffolk Marketplace page for more information.