Virtual Wallet in North West London

Once your PHB has been agreed by NHS NWL, your case manager will complete a referral form that passes all the relevant information to PPL for us to support you with setting up your PHB. 

When we receive the referral form from NHS NWL, one of our Independent Living Advisors (ILAs) will make contact with you, or your authorised representative to introduce themselves and confirm the  information we have received. 

Our ILA will then work with you to understand how you wish to achieve your identified health goals and support you to get your PHB up and running as soon as possible. 

For more information on the support our ILA team are able to offer, click here to visit our ILA information pages. 

To ensure your PHB is safe, our ILAs will work through a checklist with you, ensuring critical elements are in place before the PHB commences. With the checklist complete, our ILA will liaise with the Virtual Wallet support team to set-up your care and support in Virtual Wallet. 

Once your care providers and PAs are registered on Virtual Wallet, the Virtual Wallet support team will send a Welcome Pack and your Virtual Wallet login details to you. 

The Virtual Wallet support team will send a registration link to each of the organiations that provide care to you.  

If possible, please make your care provider aware that they will receive an email from info@myvirtualwallet.co.uk  which will include a link to a provider registration form. It is important that the care organisation completes all fields on the form and submits it as soon as possible. If they do not promptly return their registration form, this will cause delays to future payments.

When the care provider returns their registration form, the Virtual Wallet support team will register them on Virtual Wallet and link them to your Virtual Wallet account.

Once the provider is registered, they will use Virtual Wallet to generate invoices for care delivered, which you can log in to approve. Any approved invoices are automatically processed for payment by Virtual Wallet, using the funds credited to your account by NHS NWL.

Please email a copy of the invoice to the Virtual Wallet support team - info@myvirtualwallet.co.uk

To enable the PPL support team to process the invoice, it will need to contain full details of:

• The individual that received the care 
• The person / organisation that provided the care (name, address and contact information)
• The dates on which the care was provided. 

If your care provider has not completed the Virtual Wallet registration process, the Virtual Wallet support team will guide them through this, which will mean that future requests for payment can be made using Virtual Wallet. 

When we receive your PAs contact details, the Virtual Wallet support team will send a registration link to each of your PAs.  

Please make your PAs aware that they will receive an email from info@myvirtualwallet.co.uk  which will include a link to a PA registration form. It is important that they complete all fields on the form and submit it as soon as possible. 

If your PAs do not promptly return their registration form, this will cause delays to future wage payments. 

Once your PAs return their registration form, the Virtual Wallet support team will register them on Virtual Wallet and link them to your Virtual Wallet account.

When this process is completed, login details and a short user guide will be emailed to each of your PAs, confirming how they can access their Virtual Wallet account to submit timesheets for approval and payment. 

Your PAs will need to regularly log-into Virtual Wallet to complete and submit their timesheets.

Your PAs will submit timesheets using Vitual Wallet, which you will need to login to approve. Instructions on how to do this are included in the Welcome Pack that will be posted out to you, or alternatively, you can find further information on the resources section of this site which you can access by clicking here

Once you have reviewed and approved the timesheets, the Virtual Wallet support team will forward them onto your payroll provider for the relevant calculations to be processed. 

When the payroll calculations have been processed, your payroll provider will return the payment information to Virtual Wallet and payments will be made to the PAs, HMRC and pensions providers from your Virtual Wallet account. Virtual Wallet can also make payments to any other organisations where deductions are made via payroll, as appropriate. 

No - there will be no change to your payroll provider. 

When completing the provider information form, you were asked for details of any payroll providers that you work with. The Virtual Wallet support team will contact the payroll provider and discuss with them how payments can be made using Virtual Wallet. 

Virtual Wallet is able to support the payment schedule you have agreed with your payroll provider, meaning there is no requirement to change the pay dates or payment frequencies for your PAs.

PPL do offer a payroll service that is available to all PHB holders, but there is no requirement for you to change payroll providers at this point. 

If you have PAs that require payment urgently, please send copies of the pay slips / invoices to the Virtual Wallet support team via email - info@myvirtualwallet.co.uk

All PAs will need to be registered on Virtual Wallet. If you have not previously registered your PAs on Virtual Wallet, please make the Virtual Wallet support team aware, and they will send a registration link to each of your PAs. 

The Virtual Wallet support team will guide your PAs through the registration process, meaning that all future timesheets are submitted through Virtual Wallet for approval by yourself.

Information on how to access your Virtual Wallet account will be sent to your registered email address when your account set-up is complete. This will include your username, temporary password and a short user-guide. 

We send out log-in details as soon as your account set-up is complete - this includes the registration of your care providers. However, you are able to make payments from your Virtual Wallet account prior to receiving your log-in details, if urgent payments are required.

If you have any invoices or PA timesheets that require urgent payment, please email copies to info@myvirtualwallet.co.uk and the Virtual Wallet support team will look at these for you.

Nothing for now.  Your Healthcare professional will complete a referral to PPL, which commences the process of transferring your PHB. 

Once we receive the referral, our Independent Living Advisors will be in touch with your directly to guide you through the initial process. 

When we have all the information we require, we will then progress the setup of your account on Virtual Wallet, and at this stage, the Virtual Wallet support team will be in contact with you and provide the information you require to access your Virtual Wallet account.  

You should contact the Virtual Wallet support team, contact details below.

You need to discuss a personal health budget with your contact at NHS NWL. 

If you agree that a PHB is right for you, NHS NWL will make a referral to us.  One of our team will contact you to help you develop a support plan (which details how you will spend the PHB), which NHS NWL will need to approve. 

Once that is approved, our team will get you set up on Virtual Wallet. 

More information about Continuing healthcare and Personal Health Budget's in North West London can be found on NHS NWLs own website - Continuing Healthcare :: North West London Clinical Commissioning Groups (nwlondonccg.nhs.uk)

When you have looked through the Virtual Wallet resources page on this website, if you still have questions, please contact  the Virtual Wallet support team, contact details below.