Virtual Wallet in North West London

The first step is for you to confirm with PPL how you meet your agreed care needs - you will receive an email from info@myvirtualwallet.co.uk asking you to complete a short provider information form. 

This form has now been sent to all individuals, so if you haven't received it, please send an email to info@myvirtualwallet.co.uk and the PPL support team will forward the link to you.

When completing the provider information form, it is important you include as much information as possible - missing information will cause delays and prevent the PPL support team from working with your care providers on their registration.

If you have any issues completing the form, please let the PPL support team know, because it is important that you provide this information as soon as possible. If you don't return the form, it could lead to disruption of payments for your care. 

The PPL support team will review your form and contact you if any information is missing or incomplete. 

Using the information provided, the PPL support team will contact your care providers and invite them to register on Virtual Wallet.

It can take some time for the PPL support team to gather all the required information from PAs and care providers, so it is likely there will be a delay between you submitting your provider information form and the PPL support team contacting you to advise the set-up of your account is complete.

Once your care providers are registered on Virtual Wallet, you will receive an email from the PPL support team confirming your Virtual Wallet username and a temporary password, along with a short user guide. 

Electronic user guides and short videos are also available through the Resources section of this site which you can access by clicking here. You will also receive a printed welcome pack through the post that provides some information on how to access and manage your Virtual Wallet account.  

Using the information you submitted on the provider information form, the PPL 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 agency completes all fields on the form and submit 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 PPL support team will register them on Virtual Wallet and link them to your Virtual Wallet account.

Once the provider is registered, they will use Vitual 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 the CCG.

Please email a copy of the invoice the the PPL 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 PPL support team will guide them through this, which will mean they are able to use Virtual Wallet to generate future invoices. 

Using the information you submitted on the provider information form, the PPL 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 PPL 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 PPL 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 PPL 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 PPL support team via email - info@myvirtualwallet.co.uk

All PAs will need to be registered on Virtual Wallet and an email requesting information about how your care is provided has been sent to your registered email address. If you have not received this form, please inform the PPL support team.

The PPL 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 are working to send log-in details out 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 PPL support team will look at these for you.

The CCG is aware that many individuals had a credit balance on their MSB account when the account was closed.  

An audit of all closed accounts is currently in progress and once this audit process is complete, the CCG will make decisions around the transfer of funds from MSB accounts to Virtual Wallet. 

These decisions will be made on a case by case basis and you will be informed of the outcome by the CCG directly.

Please note that the PPL support team are unable to answer any queries relating to outstanding balances on MSB accounts. 

Nothing for now.  We are moving people across from the old system (MySupportMoney) during May and June.  Someone will be in touch with you when it is time to move you across to Virtual Wallet.  Rest assured that there will be no changes to the amount of funding you receive or the care arrangements you have in place.

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

You need to discuss a personal health budget with your contact at the CCG. 

If you agree that a PHB is right for you, they 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 the CCG 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 the CCG's 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.