Primary Care Support England

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Please note: We are updating this page on a regular basis adding new FAQs and improving existing ones. Please continue to check this page if you have any questions or queries.

FAQs

Our FAQs are designed to quickly help you understand our new services and answer any questions you might have. Jump to a specific category using the links below.

Registering for the portal

I am not registered on the portal. How do I register?

My organisation is not registered on the portal. How do we register?

To ‘If your organisation has not yet registered for the portal, please email us at pcse.enquiries@nhs.net. and put ‘Register for portal access’ in the email subject line.’

You will need to provide the details of the person in your organisation who you wish to be the Super User / Main contact.

Please provide the following details for the Super User / Main contact:

  1. Name
  2. Email address
  3. Practice name
  4. Practice address
  5. Organisation code (Location ID for Dentists; Practice code for GP practices; Contractor number for Opticians; ODS number for Pharmacies)

When the Super User / Main contact has received their login details they will be able to set up additional users on the portal.

Go to the contact form.

How can I set up additional portal users for my practice?

How can I set up additional portal users for my practice?

To set up new users on the portal, go to User Management in the portal and follow these steps:

  1. Go to the User Management section of the portal
  2. Click on Create User
  3. Enter the Title, Forename and Surname
  4. Enter the new user’s email address, this will be used as the User Name and must be unique to the user
  5. Enter one or both Telephone Number (which can be the practice telephone number) or a Mobile number
  6. The practice should already be pre-selected
  7. Tick on the role(s) you want the user to carry out
  8. Click on Create User

Why do I need to supply all this information?

Why do I need to supply all this information?

We need to validate your information against our system for security purposes and to ensure that when we deliver supplies to your practice in future, we have the correct details.

Do I need to give the practice email or my personal email?

Do I need to give the practice email or my personal email?

You must register using a professional business email such as an nhs.net address.

When adding an additional user, it is asking me for a mobile number. What do I give them?

When adding an additional user, it is asking me for a mobile number. What do I give them?

We advise that you use the Main Contact mobile number, or the Practice landline. Please ensure that you do not leave any spaces between the numbers. If the portal does not accept this number, use the dummy number: 07111111111.

I have registered but I have not received a confirmation email

I have registered but I have not received a confirmation email / log in details

It can take 3-5 working days from receipt of your email to validate your practice. If you have not received an email with your log in details in this time, please check that the confirmation email has not been sent to your junk mail. This can sometimes occur due to email security restrictions.

If it has been longer than 5 working days since you registered, then please contact us.

General portal FAQs

What is the portal and what do I have to do?

What is the new online portal and what do I have to do?

Primary Care Support England has launched an online portal for Primary Care Contractors to manage their services.

The portal has replaced the current contacts and channels you have previously used for ordering your NHS supplies. You can use the portal to order and track NHS supplies, such as secure and non-secure stationery, prescription pads, needles and syringes.

For GP’s it will also provide you with a reliable way of tracking your patient’s records, whether they are in storage or in movement across the country.

Over time, it will become your main route for accessing additional primary care support services, including payments, pensions and performer list applications.

It may be a good idea to save the Portal as a favourite on your web browser.

I am using an old internet browser (IE7/IE8)

I am using an old internet browser (IE7/IE8)

IE7

Users of IE7 (Internet Explorer 7) or below will not be able to access the portal as it is no longer a secure browser. You should speak with your CCG or IT provider to update your browser.

IE8

Users of IE8 are also strongly advised to upgrade their browsers. Whilst IE8 users will be able to access the portal, they will likely have a substandard experience.

I'm having problems access / using the portal

I’m having problems accessing / using the portal

If you need support with accessing or using the portal, please contact us.

I work for multiple practices

I work for multiple practices

If you work for multiple practices, you will need to ask the Main Contact for each of the practices to add you as a user for that practice. You will then be able to access the portal for multiple practices.

If you wish to be added as the Main Contact for a practice that has not yet registered for the portal, you will need to contact us and ask to be added to the practice.

We are moving our practice to a different address. How do we change our details?

We are moving our GP practice to a different address. How do we change our details?

Please contact NHS England through your CCG who can approve any changes. Once PCSE have been notified of the changes, we will make the necessary updates and arrange any records and supplies movements prior to your closure / relocation.

Where can we direct Compass queries to?

Where can we direct Compass queries to?

Please contact Dental Services in the first instance on 0300 330 1348 or email Nhsbsa.dentalservices@nhsbsa.nhs.uk. Your query may be forwarded to NHS England if appropriate.

When adding additional users, the practice address does not appear, is this correct?

When adding additional users, the practice address does not appear, is this correct?

If the Main Contact is linked to more than one Practice, then they must select the practice they want to register the additional user for.

If the main contact is only linked to one Practice, this should be the default address.

If the address does not appear, please contact our Customer Support Centre, who will be able to investigate the issue for you.

Who is my Main Contact and what will they need to do?

Who is my Main Contact?

The person who initially registered for the portal will be your Main Contact and will be set up on the portal as a Super User. They will be responsible for setting up additional users in your practice and branches.The Main Contact will have access to all of the Primary Care Support Services online and therefore we ask that you choose someone responsible and trustworthy. If you are unsure who this person is, please contact us.

We don’t have a main contact in the practice how do we create one?

We don’t have a main contact in the practice how do we create one?

The person who initially registered for the portal will be your main contact and will be set up on the portal as the Super User. If you have not yet registered, please refer to the question I am not registered on the portal. How do I register?

Logging into the portal

How do I login for the first time?

How do I login for the first time?

To login for the first time, you need to make sure you:

  • Have registered (see FAQs on registering for the portal above for more information)
  • Have received an email to your registered email address, containing a link to create your new user account on the portal. You should receive this within 3-5 working days of registering.

Once you have this email, click on the link in the email and follow the instructions to set up your user account and you’re ready to go.

To access the PCSE portal after you are set up, go to the login page.

How do I set my password?

How do I set my password?

If you are logging on for the first time, make sure you:

  • Have registered using your unique identifier (see FAQs on registering for the portal below for more information)
  • Have received an email to your registered email address, containing a link to create your new user account on the portal

Once you have this email, click on the link and follow the instructions to set up your user account.

When setting your password, you will need to make sure it contains at least one of each the following:

    • uppercase letter
    • lowercase letter
    • number
    • one of the following special characters: ! $ % ^ & * @ # ? –

I have forgotten my password / how do I reset my password?

I have forgotten my password / how do I reset my password?

As a reminder, if you’ve forgotten your Portal password, or if you enter your password incorrectly up to four times, then please click on the ‘forgotten my details’ link under the password box on the portal login page. You’ll be asked to enter your email address and a password reset link will be emailed to you straight away. Entering your password incorrectly five times will lock your account. You then need to contact us to unlock your account.

I have been set up as a main contact for the portal but my login is not working

I have been set up as a main contact for the portal but my login is not working

If your login details are not working, try resetting your password by selecting Forgotten your login details on the portal login page. At the bottom of which page and follow the instructions on the page. If you receive an error message, it may mean that your account has been deactivated. Please contact us to activate it for you.

The main contact is away from the office – but I need access urgently

The main contact is away from the office – but I need access urgently

Your Main Contact should have created new user accounts for other members of your practice who will be able to access the portal on your behalf. Please contact them and ask them to do this for you.

If the main contact has not set up any additional users and you require urgent supplies, please contact us.

The main contact has left our practice – how do we re-assign a new main contact?

The main contact has left our practice – how do we re-assign a new main contact?

Please contact us and we will be able to assist you with this request.

We don’t have a main contact in the practice how do we create one?

We don’t have a main contact in the practice how do we create one?

The person who initially registered for the portal will be your main contact and will be set up on the portal as the Super User. If you have not yet registered, please refer to the question I am not registered on the portal. How do I register?

How do I remove someone’s access to the portal?

How do I remove someone’s access to the portal?

The Main Contact in your Practice will be able to remove access to the portal. Please speak to them so they can place the request via the portal in the ‘User Management’ section.

How can I set up additional portal users for my practice?

How can I set up additional portal users for my practice?

The Main Contact in your Practice will be able to set up additional users for your practice and branches by logging into the portal homepage, clicking on User Management, and selecting create new user. They must add the correct details for the new user, including email address, practice name and role. If the new user does have a mobile number, please use the practice landline with no spaces, or use the dummy number: 07111111111.

I need to be the main contact for multiple practices but I am currently only set up for one practice. How can I be added to the new practice?

I need to be the main contact for multiple practices but I am currently only set up for one practice. How can I be added to the new practice?

You can follow the normal registration process by filling out the details for the additional practice on our Register page. Please ensure that you use the additional practice Unique ID.

Please be advised that if you register using the same email address for multiple organisations, you will have ONE portal account and password, from which you will have access to all of these organisations. If you register with a different email address for multiple organisations, you will have different accounts for these practices.

I work for multiple practices.

I work for multiple practices.

If you work for multiple practices, you can use the portal to access the services for multiple practices. The main contact for each practice will need to add you as a new user for each practice. To do this, please follow the How can I set up additional portal users for my practice? steps above.

Please be advised that if you use the same email address for multiple organisations, you will have ONE portal account and password, from which you will have access to all of these organisations. If you use a different email address for multiple organisations, you will have different accounts for these practices.

Ordering PCSE supplies

What supplies will I need to order on the Primary Care Support England portal?

What supplies will I need to order on the Primary Care Support England portal?

Dentist, GP’s, Opticians and Pharmacies will need to use the new online portal for the following items:

  • Dentists; NHS prescriptions and secure and non-secure stationery,
  • GP Practices; stationery, prescription pads, needles and syringes,
  • Opticians; NHS forms and secure stationery,
  • Pharmacies; secure and non-secure NHS stationery and delivery of the hard copy drug tariff.

The portal hosts the national catalogue of approved items. We’ll notify you via the portal noticeboard when products are added, suspended or removed from the catalogue.  If there are items not included in the catalogue which you feel are essential for your practice, please email ENGLAND.SMTinfo@nhs.net.

How do I order supplies using the online portal?

How do I order supplies using the new portal?

To place an order for supplies on the portal, please follow these steps:

  1. Go to the Supplies tab
  2. Select and item
  3. Add quantity
  4. Click Add to Basket
  5. Repeat this with all items your require, then submit the order

You can track your orders in the Track Orders page.

How many orders can I make each week?

How many orders can I make each week?

You can make as many orders as you need. Orders received before the closing time for your next delivery should arrive on your next delivery (unless you are ordering personalised stationery – see below).

There are two ways of managing your basket through the portal:

  1. Submitting several baskets each week as you realise you need a supply. Please be aware that once an order has been submitted it cannot be cancelled.
  2. Adding supplies to our basket throughout the week and submitting in one go before the closing time for your next delivery.

If you need personalised stationery such as prescription pads, these will take apx. 3 weeks to be delivered as they need to be created.

How long will it take to receive my order?

How long it take to receive my order?

You can see when your order is likely to be delivered by going to the Track Order page on the portal and viewing your estimated delivery date.

Personalised stationery such as prescription pads, are made to order so can take apx. 3 weeks from receiving the order.

How can I find out where my order is?

How can I find out where my order is?

To track your order, please go to the Supplies page of the portal and click Track Order. From the list, select the relevant order and check the order status.

How frequently will PCSE deliver to my practice?

How frequently will PCSE deliver to my practice?

Your CitySprint collection / delivery will be once a week from / to your practice. All practices should be getting a weekly collection service, with the number of records delivered increasing towards usual levels.

You can view which day CitySprint will collect / deliver to your Main Practice on the portal homepage.

If you’ve not had a collection of records from CitySprint, or if you’re experiencing an irregular service, please contact us.
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When is my scheduled weekly delivery from CitySprint?

When is my scheduled weekly delivery from CitySprint?

You can view your weekly CitySprint delivery day on the portal homage. This should be the same day every week.

Are you aware of my practice opening times for courier deliveries?

Are you aware of my practice opening times for courier deliveries?

If you are experiencing problems with the courier delivery due to opening times, or you would like to update your opening times with us, please contact us.

We have several branches at different locations, but I want to get all our supplies delivered to one main location?

We have several branches at different locations, but I want to get all our supplies delivered to one main location?

Whilst we can collect from branch practices, deliveries will only be made to your main practice only.

Branch practices that have requested a separate service have been added to the weekly CitySprint records collection routes. Whilst we can collect from branch practices, delivery of records will be to your main practice only.

We want to change the address patient records are delivered, how can we do that?

We want to change the address patient records are delivered, how can we do that?

Whilst we can collect from branch practices, delivery of records will be to your main practice only.  The current NHAIS system identifies main practices and their branches under the same practice code and therefore, records can only be delivered to one site.  If you would like to change the site your records are delivered to, please contact us.

Will I be charged for my order?

Will I be charged for my order?

You will not be charged for standard orders made using the portal (see urgent orders FAQ for charges for urgent orders). We are committed to ensuring NHS England supplies are ordered responsibly and for this reason, prices for items are included to help you make an informed decision about what you need.

I have an urgent supplies order that I need to arrive before my next courier delivery

I have an urgent supplies order that I need to arrive before my next courier delivery

Urgent orders can be arranged on the online portal.

If you need to order a supply urgently (before your next designated courier delivery), then you can do this as follows:

  1. Check the day of your next courier delivery. This can be found on the bottom right when you log into the portal or on your supplies ordering page. If your delivery day is 2 or more days away, then an urgent delivery will arrive to you sooner.
  2. Add the supplies you require urgently to your basket as you would normally. Please note: personalised supplies such as prescription pads cannot be ordered using the urgent process as they need to be created.
  3. Select ‘urgent order’ at checkout. Confirm you are able to authorise an urgent order.

I don't want to / I am finding it difficult to order supplies on the portal. Can I continue to order supplies using fax / phone / email?

I don’t want to / I am finding it difficult to order on the portal. Can I continue to order supplies using fax / phone / email?

All new supplies orders should be made via the PCSE Portal.

I have not received confirmation that my order is being fulfilled

I have not received confirmation that my order is being fulfilled

You will not receive a notification verifying that your order is being processed, however you can view the current status of your order in the Track Orders page of the portal.

How can I see what I have ordered / how do I go back and view my order?

How can I see what I have ordered / how do I go back and view my order?

To view your recently submitted orders, go to the Track Orders page on Supplies area of the portal.

I created my order but it isn’t showing up in the portal. Why is this?

I created my order but it isn’t showing up in the portal. Why is this?

Please check that you have submitted the order on the Track Orders page of the portal. If the order has been submitted, it will show as an active order. If it has not been submitted, you will still see the items in your basket. Please submit the order from the basket.

My order is showing in the portal twice. Why?

My order is showing in the portal twice. Why?

You will only see an order in the portal twice if you have submitted an order containing the same items twice.

I created an order but it has gone through as multiple orders – why?

I created an order but it has gone through as multiple orders – why?

This is nothing to worry about. Some requests have to be separated because the item may need to be processed differently, depending on whether they are personalised or not. Personalised items are made to order, so it can take longer to fulfil these orders.

How do I order personalised prescriptions pads?

How do I order personalised prescription pads?

You can order personal prescription pads for GPs working in your practice via the PCSE portal. If a GP isn’t currently showing in your list to select from, this could be because they’ve recently moved practice or they’re a new GP. If you need to order personal prescription pads for a GP not showing on your list, then please contact us. We’ll need the GP’s Prescribing Number to add them to your list.

I am trying to order personalised prescription pads however the practitioner in the Practice is not available in the drop down list for personalisation

I am trying to order personalised prescription pads however the practitioner in the Practice is not available in the drop down list for personalisation

Please ask your Main Contact to contact us who will be able to add them as a practitioner to the portal. You must have their practitioner code to add them.

I want to order an item but I can’t see it in the portal

I want to order an item but I can’t see it in the portal

There may be a number of reasons that you can not see an item in the portal. Any changes to the catalogue are updated on the Supplies Noticeboard, which can be found on the Supplies page. Please see possible reasons below:

  1. If the item has been Suspended, NHS England have removed the item from the catalogue. Unfortunately, you will not receive the item unless it is re-instated in the Catalogue by NHS The portal hosts the new national catalogue of approved items If there are items not included in the catalogue which you feel are essential for your practice, please email ENGLAND.SMTinfo@nhs.net
  2. If the item has been Retired, NHS England have removed the item from the catalogue. Unfortunately, you will not receive the item unless it is re-instated in the Catalogue by NHS The portal hosts the new national catalogue of approved items If there are items not included in the catalogue which you feel are essential for your practice, please email ENGLAND.SMTinfo@nhs.net

I haven’t received my drug tariff catalogue

I haven’t received my drug tariff catalogue

Please contact us and we will investigate this for you.

I want to amend or cancel a submitted order.

I want to amend or cancel a submitted order

Unfortunately, it is not possible to amend or cancel an order once it has been submitted.

  1. If you would like to add more items, or increase the quantity of items, please place another order. As long as the order has been submitted two days before your delivery date, you should receive both orders on your nearest delivery day.
  2. Once you have submitted an order, you cannot remove items or reduce the quantity of items. You will need to wait until the order has been delivered and either reject the item, or accept the order and return the excess items to us.
  3. Once you have submitted an order, you will not be able to cancel it. You will need to wait until the order has been delivered and either reject the items or accept the order and return it to us.

I am unable to see the ordering supplies section of the portal

I am unable to see the ordering supplies section of the portal

If you have placed orders through the Portal previously, then please contact us to assist you with this issue.

If you have not previously placed an order through the portal, you may not have the necessary permissions to raise orders. Please check with your Main Contact whether your role on the portal has permission to place orders. If this is not the case, please ask someone with the correct permissions to place the order for you. If you require access to the supplies page, your Main Contact can do this for you.

I haven’t received my order

I haven’t received my order

Please check the scheduled delivery date shown in the portal. There could be a number of reasons that your order has not been delivered, please see below:

  1. Suspended or Retired – NHS England have removed the item from the catalogue. Unfortunately, you will not receive the item unless it is re-instated in the Catalogue by NHS The portal hosts the new national catalogue of approved items If there are items not included in the catalogue which you feel are essential for your practice, please email ENGLAND.SMTinfo@nhs.net.
  2. Out of Stock – If the item is out of stock, it will be delivered by CitySprint when it is back in stock. Unfortunately, we cannot provide you with a date for when the item is back in stock.
  3. If there is no reason for the item being undelivered, it will be delivered by CitySprint on your next scheduled delivery date. Details of this can be found on the homepage of the portal.

If you order has not arrived within the stated delivered dates, then please contact us.

I have only received part of my order

I have only received part of my order

If you’ve received part delivery of an order, the remainder of the order will be delivered once additional stock is available. Please don’t place an additional order via the portal for any items you’re waiting on, as this will result in excess quantities being delivered once the item is available.

I have received my order and it contains some items I did not order

I have received my order and it contains some items I did not order

Please order a return via the Returns page on the portal and request a collection. They will be collected on the next scheduled deliver day which can be found on the homepage of the portal.

I have received my order but there is an item missing

I have received my order but there is an item missing

There may be a number of reasons for why an item is missing from your order:

  1. If an item has been suspended or retired, NHS England have removed the item from the catalogue. Unfortunately, you will not receive the item unless it is re-instated in the Catalogue by NHS The portal hosts the new national catalogue of approved items If there are items not included in the catalogue which you feel are essential for your practice, please email ENGLAND.SMTinfo@nhs.net
  2. If the item is out of stock, it will be delivered by CitySprint when it is back in stock. Unfortunately, we cannot provide you with a date for when the item is back in stock.

Some items in my order are defective – what do I do?

Some items in my order are defective – what do I do?

If you have received a defective item, please order a return via the Returns page on the portal. You can then reorder the item from the supplies list following the normal process or ordering.

I need to return an item – how do I do this?

I need to return an item – how do I do this?

To organise a collection of the unwanted items, please go to the Returns page on the portal and request a collection. They will be collected on the next scheduled deliver day which can be found on the homepage of the portal.

For GP Practices, if you are returning prescription stationery, please enter each range of prescription numbers you are sending back. This is important as it will be used for reconciliation and to track the movement of the prescription forms. You can also return unopened boxes of needles and syringes. Part used boxes of these products should be disposed of using you current arrangements for the disposal of ‘sharps’. Please wrap up and seal the products you are returning, but please do not put supplies items to be returned in the medical records shipping bags, as this will confuse the delivery system and introduce delays.

What do I do with un-used prescription pads?

What do I do with un-used prescription pads?

It is the responsibility of the of the practice to dispose of unused prescription pads confidentially.

Our practice is closing and we need our stock collected

Our practice is closing and we need our stock collected

Please inform your NHS Regional Team who will provide us with the details required.

The user/person who placed our orders has left the practice and I need to take over. What should I do to gain access to the portal?

The user/person who placed our orders has left the practice and I need to take over. What should I do to gain access to the portal?

Please speak to the Main Contact in your Practice who will be able to set you up as a new user with the necessary access permissions to place orders. If the Main Contact has left the Practice, please contact us.

New GP patient record movement process for West Yorkshire

Bagging and labeling your records

What is the current process for the movement of patient records?

What is the current process for the movement of patient records?

Please use the links below based on your location:

The process will take me a lot longer to complete

The process will take me a lot longer to complete

The new process for moving records will be slightly different to the previous method. It will involve you using individual shipping bags per patient record and personalised shipping labels. It may initially take you slightly longer to ensure medical records are properly labelled, however our process is designed to make record movement safer, more secure and more reliable. You will be able to track the movement of the records on the online portal, saving the time and inconvenience of calling us to chase missing medical records.

What additional support is available for university practices during the peak time for records movement?

What additional support is available for university practices during the peak time for records movement?

As the new academic year begins, we’ll provide additional support to University practices as they face an increase in patient registrations and requests for medical records from new students.

  • University practices will continue to receive their weekly CitySprint records collection and delivery on their normal delivery day
  • If the number of records to be delivered is higher than usual and CitySprint cannot accommodate the additional volume on your normal delivery day, you’ll receive an additional records delivery on Friday of that week
  • Any practice who requires a second records delivery to meet these peak demands will be contacted directly by their local NET representative to inform them in advance of their second delivery. If a practice is unable to accept this second delivery they should inform their NET representative who can arrange the delivery for an alternative day to suit the practice.
  • If you are a University practice and have any questions about records deliveries during this period, please contact your local NET representative. If you are a university branch practice and medical records are currently delivered to your main site, please can you let your NET representative know as soon as possible.

I don’t want to do this process to transfer the record - what is the alternative?

I don’t want to do this process to transfer the record – what is the alternative?

The new process is now the only method for transferring medical records around the country.

What size shipping bag should I use?

What size shipping bag should I use?

All practices have been given new shipping bags in differing sizes to accommodate the different sizes of medical records you handle. There are three bag sizes: A2, A3, and A4.  Supplies of bags were delivered by CitySprint as part of the national records movement trial.  We are aware that some practices did not receive all bags sizes, and these will now be delivered with the first delivery of tracking labels when the new process begins. Further bags can be ordered through the portal.

Is the shipping bag recyclable?

Is the shipping bag recyclable?

Yes. Bags are made from recycled materials. Once you have removed the contents, the bag should be turned inside out and placed in the recycling.

Is it one bag per record or one bag per collection?

Is it one bag per record or one bag per collection?

Each patient record must go into individual shipping bags with the corresponding label attached to the bag. If the record does not fit into one bag, you can split the records between multiple bags and order additional labels via the portal. Please see I only have one label and the record doesn’t fit into one bag.

CitySprint will collect the individually bagged patient records on your weekly delivery day. You can view which day CitySprint will collect / deliver to your Practice on the portal homepage.

What happens when the record is too large for the bag?

What happens when the record is too large for the bag?

If the record cannot fit into one bag, please split the record between multiple bags. You will need to order more labels for the additional bags which can be done via the portal by following these steps.

  1. Log onto the portal and go to the Records section
  2. Go to Records out and click on the individual patient record you need to order a duplicate label for
  3. A pop up screen should appear where you can select the number of additional labels you require. Select the number and click
  4. Your labels will arrive with your next courier delivery

I only have one label and the record doesn’t fit into one bag – how do I get more?

I only have one label and the record doesn’t fit into one bag – how do I get more?

If you need to order duplicate tracking labels, you can do this via the portal by following the instructions.

  1. Log onto the portal and go to the Records section
  2. Go to Records out and click on the individual patient record you need to order a duplicate label for
  3. A pop up screen should appear where you can select the number of additional labels you require. Select the number and click
  4. Your labels will arrive with your next courier delivery

How do we order more bags when we run out or are low on stock?

How do we order more bags when we run out or are low on stock?

You can order more shipping bags via the Supplies section of the portal by following these steps:

  1. Log onto the portal and go to to the supplies section
  2. Browse the catalogue or search for records bags
  3. Select the size and quantity you require and add to your basket. The product codes are:
  • CSA2 – Extra Large Bags
  • CSA3 – Large Bags
  • CSA4 – Regular Bags
  1. Submit your order
  2. Your bags will be delivered with your next courier delivery

What do I do with the bag once I have removed the record from it?

What do I do with the bag once I have removed the record from it?

Bags are made from recycled materials. Once you have removed the contents, the bag should be turned inside out and placed in the recycling.

I stuck my label to the bag and sealed it but have realised it contains the wrong medical record - what do I do?

I stuck my label to the bag and sealed it but have realised it contains the wrong medical record – what do I do?

If the record in the bag does not match the tracking label attached to it, please open the bag and remove the record. The bag can now be disposed of. You will need to order a new tracking label from the portal for the patient record. You can do this via the portal by following the instructions.

  1. Log onto the portal and go to the Records section
  2. Go to Records out and click on the individual patient record you need to order a duplicate label for
  3. A pop up screen should appear where you can select the number of additional labels you require. Select the number and click
  4. Your labels will arrive with your next courier delivery.

I put two records in one bag and put two labels on it, what do I do?

I put two records in one bag and put two labels on it, what do I do?

A bag with multiple labels attached will not be accepted by CitySprint as it does not follow the secure process. Please remove the records and dispose of the bag. You can order new labels via the portal by following these steps:

  1. Log onto the portal and go to the Records section
  2. Go to Records out and click on the individual patient record you need to order a duplicate label for
  3. A pop up screen should appear where you can select the number of additional labels you require. Select the number and click
  4. Your labels will arrive with your next courier delivery

How do I order duplicate labels?

How do I order duplicate tracking labels?

If you need to order  duplicate  tracking labels, you can do this via the portal by following the instructions.

  1. Log onto the portal and go to the Records section
  2. Go to Records out and click on the individual patient record you need to order a duplicate label for
  3. A pop up screen should appear where you can select the number of additional labels you require. Select the number and click

Your labels will arrive with your next courier delivery

I’ve damaged my label – can I still use it?

I’ve damaged my label – can I still use it?

Yes. If can still attach the label to the bag, please try to use it. CitySprint will try to collect and scan the record. If they cannot scan it, they manual enter the long number on the label.

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What do we do with the labels that say ‘May be attached to Lloyd George Envelope?

What do we do with the labels that say ‘May be attached to Lloyd George Envelope’?

Practices have fed back that they wanted a solution for updating patient information on the front of the Medical Record Envelopes (MREs.) As of week commencing 17 October, we’re changing the tracking labels to enable them to peel off any updated patient information and attach it to the MRE. The current label text “DO NOT ATTACH TO BAG” will be replaced with “May be attached to Lloyd George Envelope”

What do I do if I receive a record in error / if a record is returned to my practice?

What do I do if I receive a record in error / if a record is returned to my practice?

If your practice receives a record you are not expecting, please retain the shipping bag, contact the Customer Support Centre on 0333 014 2884 and select the ‘Medical Records’ option. We will then provide guidance on what to do next.

I've received the wrong record

I’ve received the wrong record

PCSE puts every effort into preventing issues with the services we provide. However, if an issue does arise, it is important that we collate enough evidence to carry out a thorough investigation to limit chance of a recurrence. With this in mind, if you receive a record in error, please retain the shipping bag and contact us.

The tracking labels are for the wrong GP practice

The tracking labels are for the wrong GP practice

Please contact us to assist you with this issue.

I have received a medical record that I did not request

I have received a medical record that I did not request

Please contact us to assist you with this.

I have only received half a patient record or I haven't received the patient record

I have only received half a patient record or I haven’t received the patient record

Please contact us to assist you with this.

We haven’t received the records for a number of new patients registered with our practice, when will we receive them?

We haven’t received the records for a number of new patients registered with our practice, when will we receive them?

Our logistics partner, CitySprint is now achieving an average movement of records between three to six weeks. Our current priority is to ensure that every area reaches the average delivery time of three weeks and we are working hard to address this.

I've found some notes of a patient who is no longer registered with us. Where should I send them?

I’ve found some notes of a patient who is no longer registered with us. Where should I send them?

Once our new medical records process has been fully implemented, you should contact us so that we can create a new movement for the patient.  This will generate a tracking label that will be sent to your practice.  Then it would be the new process of putting the notes in a new shipping bag, adding the label and CitySprint would collect in your next delivery run.

I understand the record I have requested is in storage. How long will it take to arrive?

I understand the record I have requested is in storage.  How long will it take to arrive?

The majority of archived paper medical records are still located in legacy storage sites arranged by NHS England. PCSE relies on these third party storage sites to return files in a timely manner, and NHS England is looking at how to improve PCSE’s access to them.

Records movement and the portal

Do I still request deductions the same way as before?

Do I still request deductions the same way as before?

Yes, you should still make a deduction request for a patient as you did before.

How do I order the labels for patients I am deducting?

How do I order the labels for patients I am deducting?

You do not need to order labels when a deduction request is received. Labels will be generated automatically when the patient is registered with a new GP Practice and a label will be delivered to you via CitySprint on your next delivery day.

I’m not receiving any notifications on my GP system anymore alerting me that the records are on their way?

I’m not receiving any notifications on my GP system anymore alerting me that the records are on their way?

When medical records are being delivered to your practice by CitySprint, you will no longer receive a notification flag from your local system to alert you that the records are on the way. NHAIS will no longer be updated to track records movements, and they therefore won’t be updated on your system. You will still need to edit the medical record status on your system to Received when they have been delivered.

When we roll out our new collection and delivery network, you’ll see this information in the Records section of our online portal – this will give you the current record status (Requested, In Progress, Ready for Collection, Collected, Delivered) of all your record movements. Medical records will be scanned by CitySprint on collection and delivery to update the information in the portal and track the movement.

What will happen when I register a new patient?

What will happen when I register a new patient?

New registrants include babies, patients recently arrived from overseas and any other patients who have an NHS number allocated for the first time at the point of registration.

All new registrants to the NHS will be issued a new Lloyd George envelope that will be sent to the GP with whom they registered. This will arrive on your usual weekly courier delivery that delivers and picks up your records requested for movement / transfer.

PCSE will then send a new registration letter directly to the patient’s home address.

Replacement registration letters or medical cards are not provided. If a patient needs their NHS number, they can get this from their current GP.

The distribution of new medical record envelopes for patients registering with a GP practice for the first time will recommence shortly.

I have deducted a record / registered a patient but the movement is not showing on the portal?

I have deducted a record / registered a patient but the movement is not showing on the portal?

It is likely that the change is still being processed on our system, through SPINE. It can take some time for the change to be validated, so please wait a few days and check the system again. If it is still not visible, then please contact us.

I am tracking the movement of my record on the portal, but it has just disappeared

I am tracking the movement of my record on the portal, but it has just disappeared

When a record has been delivered to you, it is removed from the portal system. If the record has not been delivered to you, please contact us to investigate this for you.

I have received a deduction request for a patient that has only just registered

I have received a deduction request for a patient that has only just registered

You may have a received a deduction for this patient because they have registered with another GP Practice shortly after registering with your Practice.

I have received a deduction request for a patient that is not leaving my practice

I have received a deduction request for a patient that is not leaving my practice

Please contact us to assist you with this.

The portal is showing the wrong information for the record being moved

The portal is showing the wrong information for the record being moved

Please contact us to assist youth this.

We haven’t received the records for one of our new patients – we need them urgently

We haven’t received the records for one of our new patients – we need them urgently

The urgent request form can be downloaded here. You should use this form if your request is clinically urgent, or if the request is in relation to adoption; gender re-assignment; witness protection; or a safeguarding investigation.

We will prioritise requests made using this form.

Completed forms should be emailed to: PCSE.enquiries@nhs.net from an nhs.net email address. Please put ‘Urgent record request’ in the email subject line.

We can then arrange for the patient’s previous GP to fax or email the clinically urgent information to your practice. For information governance reasons, we can only accept and send emails containing patient information from nhs.net email accounts. We will also ask the practice to release the paper medical record in their next CitySprint collection.

Please note, this urgent request process doesn’t necessarily accelerate the time it will take to move the paper record.

If you have any queries on this new process, please email us at pcse.enquiries@nhs.net and put ‘Urgent record request’ in the email subject line.

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I phoned a GP asking for urgent information about a patient, and they don't have it

I phoned a GP asking for urgent information about a patient, and they don’t have it

We do not have access to patient summary sheets or medical information so are unable to assist with this issue.

You're requesting the patient record, however we don't store it in this practice

You’re requesting the patient record, however we don’t store it in this practice

Please contact us to assist with this query.

Our practice is closing and we need to move the records to another practice. How do we arrange for this?

Our practice is closing and we need to move the records to another practice. How do we arrange for this?

The closure of your practice should be arranged with your local NHS Regional team. PCSE will then wait to be informed of the closure by your NHS Regional team and will arrange the necessary record movement.

Distribution of Medical Record Envelopes (MREs) for first time registrations (Outside of the West Yorkshire Pilot Area)

What do practices need to do with the MREs when they receive them?

What do practices need to do with the MREs when they receive them?

Practices should file any paper documents made on the new patients in the MRE provided. There is not a requirement to further update the PCSE portal.  We recognise that different GP’s will follow their own protocols and there may be a requirement to update their clinical systems.

What should practices do if they receive an MRE in error?

What should practices do if they receive an MRE in error?

If your practice receives an MRE in error, or if a patient has now moved to a new practice, please follow these steps:

  1. Put the MRE into a shipping bag
  2. Write ‘Not for this practice’ on the shipping bag
  3. Leave for CitySprint to collect on your collection day.

What should practices do if they have made any notes on a patient who has since moved to a new practice, which need forwarding on?

What should practices do if they have made any notes on a patient who has since moved to a new practice, which need forwarding on?

If your practice has made paper notes for a new patient who has since moved to a new practice, please contact us and put ‘New patient MREs’ in the subject line.

What should practices do if they have any questions?

What should practices do if they have any questions?

Please email us at PCSE.enquiries@nhs.net and put ‘New patient MREs’ in the subject line.

With the patient registration letters – what happens if the patient has moved?

With the patient registration letters – what happens if the patient has moved?

New patients registered with a practice for the first time between March and 1 November 2016, will receive their patient registration letter by January 2017. A return address will be printed on the back of the envelope, so if the patient has moved house, the new householder can return the letter to PCSE.

In line with current procedures, if PCSE receives a returned patient registration letter, our registrations team will raise an FP69 flag on the NHAIS system. If the GP practice has not confirmed within six months that the patient is still actively registered with them or provided their new address, the patient will be removed from the GP’s list of registered patients. If the patient registers with another GP practice in the meantime, this will be treated as a normal re-registration and records movement.

Does PCSE issue replacement patient registration letters (i.e. if a patient misplaces their original?)

Does PCSE issue replacement patient registration letters (i.e. if a patient misplaces their original?)

Replacement registration letters will only be provided through a Subject Access Request. Patients and the public should visit the PCSE website to locate the office to which they should submit their request.

Other post

What shall we do with the ‘other post’ which used to go in the blue bags/courier bags with the records?

What shall we do with the ‘other post’ which used to go in the blue bags/courier bags with the records?

All practices have been provided with new shipping bags to use for transporting medical records. These bags should only be used for medical records.

Redirecting confidential patient information:  From May 2015, PCSE sites stopped redirecting confidential patient information on behalf of GP practices, as this process did not comply with NHS England information governance or current legislation.  Your practice should mark envelopes ‘return to sender’ and send the information back (in bulk/ batches if necessary) to the provider who sent it initially.

Paper screening documentation (‘Ceasing forms’ for women who wish to withdraw from the screening programme): These can be scanned and emailed, or posted to the PCSE office you currently use. See our Contact Us page for the list of offices.

Old patient notes: you should contact us to create a new movement for the patient. This will generate a tracking label that will be sent to your practice.  Then it would be the new process of putting the notes in a new shipping bag, adding the label and CitySprint would collect in your next delivery run.

What shall we do with GMS3 forms?

What shall we do with GMS3 forms?

GMS3 forms can be scanned and uploaded to the records section of the portal by selecting ‘GMS3 Form Submission’ on the screen header. The upload facility is on the left hand side of the page.  Please ensure all sides of the form are scanned, save the image as a pdf and upload each patient as a separate file.

Alternatively, you can request a label for GMS3 forms through the portal and send the forms in shipping bags. To order a label please:

  1. Login to the portal
  2. Click ‘Records’ on the menu bar and then click ‘GMS3 forms’.
  3. On the right hand side, there will be a box called ‘Courier Collection’.
  4. Select how many labels you would like by using the plus and minus buttons (just one label is needed per shipping bag but you can put multiple GMS3 forms into one bag).
  5. Click the ‘Request transit label(s)’ button.

The label(s) will then be delivered to you on your next CitySprint visit.

CitySprint Collection / Delivery

 

CitySprint haven't collected the records

CitySprint haven’t collected the records

CitySprint perform weekly collection and  deliveries to all practices. It is likely that they will collect the records during the next scheduled visit. If CitySprint do not arrive on the next scheduled collection / delivery date, please contact us.

We are a branch practice. Do we get a collection / delivery service?

We are a branch practice. Do we get a collection / delivery service?

Branch practices that have requested a separate service have been added to the weekly CitySprint records collection routes. Whilst we can collect from branch practices, delivery of records will be to your main practice only.

CitySprint won't collect the record

CitySprint won’t collect the record

There may be a number of reasons why CitySprint will not collect a record. Please ensure that:

  1. You have attached the correct, barcoded label to the shipping bag – you must not attach the shipping label that says ‘May be used for Lloyd George Envelope’. If you have attached the wrong label to the bag, please attach the correct barcoded label on top.
  2. The bag is faulty – If the bag is faulty, remove the record and place it in a new shipping bag. If you have already attached the label to the faulty bag, dispose of it and order a new label via the portal by following the instructions below:
    1. Log onto the portal and go to the Records section
    2. Go to Records out and click on the individual patient record you need to order a duplicate label for
    3. A pop up screen should appear where you can select the number of additional labels you require. Select the number and click
    4. Your labels will arrive with your next courier delivery
  3. If it is for any other reason, then please contact us.

My practice uses off-site storage / holds notes at various sites

My practice uses off-site storage / holds notes at various sites

PCSE are only able to deliver and collect from your Main Practice location or some branch locations (See FAQ We are a branch practice). We are unable to deliver and collect records from a provider (for example a provider of off-site storage).

How many times per week will CitySprint be collecting and delivering?

How many times per week will CitySprint be collecting and delivering?

Your CitySprint collection / delivery will be once a week from / to your Main Practice. You can view which day CitySprint will collect / deliver to your Main Practice on the portal homepage.

New Patient Registration

What will happen when I register a new patient?

What will happen when I register a new patient?

New registrants include babies, patients recently arrived from overseas and any other patients who have an NHS number allocated for the first time at the point of registration.

All new registrants to the NHS will be issued a new Lloyd George envelope that will be sent to the GP with whom they registered. This will arrive on your usual weekly courier delivery that delivers and picks up your records requested for movement / transfer.

PCSE will then send a new registration letter directly to the patient’s home address.

Replacement registration letters or medical cards are not provided. If a patient needs their NHS number, they can get this from their current GP.

How will new registration letters be created and sent?

How will new registration letters be created and sent?

PCSE will send the NHSE England agreed new registration letter directly to a patient’s home address once they have received the the new registration details.

Replacement registration letters or medical cards are not provided. If a patient needs their NHS number, they can get this from their current GP.

The patient has told us they haven't received a confirmation letter following their registration at our Practice

The patient has told us they haven’t received a confirmation letter following their registration at our Practice

It can sometimes take time to process and send out the letters to patients. It should be with the patient in the coming weeks.

We registered a new patient a while ago but it is not showing on the portal

We registered a new patient a while ago, but we still haven’t received confirmation on the portal that they’ve been registered

It is likely that the change is still being processed on our system, through SPINE. It can take some time for the change to be validated, so please wait a few days and check the system again. If it is still not visible, then please contact us.

I have accidently registered a temporary patient as a permanent patient in my practice

I have accidentally registered a temporary patient as a permanent patient in my practice

Please contact us to assist you with this.

I need to make an urgent deduction from my practice list

I need to make an urgent deduction from my practice list

If you need to request an urgent deduction from your practice list, please email: pcse.immediateremovals@nhs.net. Requests will be processed within 24 hours of receipt. Please note that this email address should only be used for urgent deductions, where police involvement has been recorded and referenced. Please try to include as much information as you can – in many parts of England, the information you provide is reviewed by the NHS England Regional Local Teams. We’re currently working with NHS England to standardise this and ensure a straight-forward process for all practices.

For all other deductions, please contact us using the form on the contact us page.

I have two records for the same patient. They have two NHS numbers

I have two records for the same patient. They have two NHS numbers

Please contact us to assist you with this.

I have one record for two patients with the same name. Only one NHS number

I have one record for two patients with the same name. Only one NHS number

Please contact us to assist you with this.

Temporary Patients

How do I send GMS3 forms (temporary patient forms?

How do I send GMS3 forms (temporary residence forms)?

Currently, GMS3 forms can be scanned and uploaded to the records section of the portal by selecting ‘GMS3 Form Submission’ on the screen header. The upload facility is on the left hand side of the page.  Please ensure all sides of the form are scanned, save the image as a pdf and upload each patient as a separate file.

Alternatively, you can now request a label for GMS3 forms through the records section of the portal and send the forms in shipping bags. To order a label please:

  1. Login to the portal
  2. Click ‘Records’ on the menu bar and then click ‘GMS3 forms’.
  3. On the right hand side, there will be a box called ‘Courier Collection’.
  4. Select how many labels you would like by using the plus and minus buttons (just one label is needed per shipping bag but you can put multiple GMS3 forms into one bag).
  5. Click the ‘Request transit label(s)’ button.

The label(s) will then be delivered to you on your next CitySprint visit.

Currently, scanned GMS3 forms will be emailed to the main contact (i.e. the email address used to register a practice on the PCSE Portal) or the nominated Practice Records Administrator we hold at the receiving practice.  If you’d like these forms to be emailed to a different email address, please let us know by emailing:  pcse.enquiries@nhs.net and put ‘GSM3’ in the email subject line.  Please note, we can only forward GMS3 forms to .nhs.net email addresses.

I am trying to scan my GMS3 form on to the GP Portal but it isn't working?

I am trying to scan my GMS3 form on to the GP Portal but it isn’t working?

If you are struggling to scan your GMS3 form to the portal, you could be experiencing connectivity issues. Please check a website such as bbc.co.uk to test your internet connection. If you are still experiencing issues, you can request a transit label via the portal and send your forms in a shipping bag with the label attached via CItySprint. To order a transit label follow these steps:

  1. Log onto the portal and go to the Records section
  2. Select GMS3
  3. Select the number of labels you require and click Request

The label will arrive with your next CitySprint collection / delivery

A patient told us they went to another GP as a temporary patient, but we haven't received their GMS3 form

A patient told us they went to another GP as a temporary patient, but we haven’t received their GMS3 form

Please contact us to assist you with this.

We have received a GMS3 form incorrectly (for a patient who isn't in our GP/ one of our patients who hasn't been to another GP)

We have received a GMS3 form incorrectly (for a patient who isn’t in our GP/ one of our patients who hasn’t been to another GP)

Please contact us to assist you with this.

I haven't received my shipping labels to send my GMS3 forms

I haven’t received my shipping labels to send my GMS3 forms

It is likely that these will be delivered in your next scheduled delivery day which can be view on the homepage of the portal. If they are not delivered in your next scheduled delivery date, then please contact us to investigate this further.

Information Requests

I would like to request for access to a medical record or information regarding a patient / How do I apply for this information?

I would like to request for access to a medical record or information regarding a patient / How do I apply for this information?

Please contact us on pcse.accessrequests@nhs.net or by phone on 01772 221 385. They will be able to assist you with access request queries.

I sent in an Application to request access to a medical record, what is the status? / I haven’t heard anything?

I sent in an Application to request access to a medical record, what is the status? / I haven’t heard anything?

To enquire about subject access requests, please contact us on pcse.accessrequests@nhs.net or by phone on 01772 221 385. They will be able to assist you with access request queries.

We don't want to assume responsibility for a subject access request

We don’t want to assume responsibility for a subject access request

The access request has been sent to you as you are the last known GP Practice the patient was registered to. Please contact NHS England if you have any further queries regarding your role in an Access to Medical Records Request.

I am the applicant and have sent in all of the forms and supporting documentation for a Subject Access Request, but still haven't received anything back

I am the applicant and have sent in all of the forms and supporting documentation for a Subject Access Request, but still haven’t received anything back

To enquire about Subject Access Requests, please contact pcse.accessrequests@nhs.net or phone 01772 221 385 who will be able to assist with your query.

I don’t want to fill in the application form for a Subject Access Request

I don’t want to fill in the application form for a Subject Access Request

PCSE use the provided form for a Subject Access Request to ensure that all required information is collected. This also reduces the risk of any initial issues and speeds up the process for the applicant.

Please contact us on pcse.accessrequests@nhs.net or by phone on 01772 221 385. They will be able to assist you with access request queries.

A request for information from health records has to be made with the organisation that holds the health records – for example, a GP practice, optician or dentist

A request for information from health records has to be made with the organisation that holds the health records – for example, a GP practice, optician or dentist

For hospital health records, please contact the records manager or patient services manager at the relevant hospital trust. You can find a list of hospital trusts on the NHS Choices website.

I've requested information and have received the wrong information. (Subject Access Request)

I’ve requested information and have received the wrong information. (Subject Access Request)

The information you have received is what an NHS England Medical Advisor has deemed appropriate to disclose with regards to your information.

If you wish to speak to someone regarding this, please contact: pcse.accessrequests@nhs.net, or phone 01772 221 385

Screening

One of our patients is asking about eligibility of the cervical screening programme, what information should we provide?

One of our patients is asking about eligibility of the cervical screening programme, what information should we provide?

Patients can obtain advice from NHS choices or speak to their GP.

Can PCSE provide information to our patients on cervical screening results?

Can PCSE provide information to our patients on cervical screening results?

No, PCSE only provide the administration to support the cervical screening programme, we cannot help patients with information about the programme or results.

How are screening call / recall invitations and results letters posted?

How are screening call / recall invitations and results letters posted?

Abnormal results letters where a referral is required will be posted first class. Invitation and all other results letters will be posted business class.

Screening letters are printed in a purpose-built, state of the art print facility, which complies with all relevant legislation governing the handling of sensitive data.

What action should my practice take if a patient has a private tests or test carried out abroad?

What action should my practice take if a patient has a private test or test carried out abroad?

Private test results and tests carried out aboard can be added to a woman’s screening history. A copy of the test result should be sent to PCSE so that it can be added to the records.  Women registered with a GP Practice who have private tests or have tests carried out abroad are entitled to a free NHS test and should still be offered screening at the appropriate interval. For details on where to send your test result, please visit our contacts page.

How do I access Open Exeter?

How do I access Open Exeter?

For general Open Exeter enquiries, for example access to applications or password resets, please email us at: PCSE.openexeter@nhs.net.

What do I do if a patient hasn’t received their result letter?

What do I do if a patient hasn’t received their result letter?

If a patient has not received their result letter, please contact us.

Performers Lists

I have a question on the status of an application

I have a question on the status of an application

View the Performer List page for details on the process for applying to join the list.

All applicants will be informed of the outcome of their application.

If you have any questions about your application, please contact us.

If you have a query regarding an application submitted more than ten weeks ago, please contact your local NET representative.

GP payments and pensions

Can we view statements on the Portal?

Can we view statements on the Portal?

At the moment the functionality to view statements on the Portal is not available. If this changes in the future, you will be notified.

How can I make pension contributions via post or BACS payment?

How can I make pension contributions via post or BACS payment?

Please see information provided on the GP Locums and pension contributions page.

What’s happening currently with GP registrar reimbursements?

What’s happening currently with GP registrar reimbursements?

GP registrar reimbursements have been made where we have all required information. There are some delays in payments where we are missing information to process. For any on-going anomalies please email pcse.enquiries@nhs.net and put ‘GP Payments’ in the email subject line. Registrar payment issues will be prioritised for review. We have agreed with NHS England a simpler, standardised approach for registrar payments ahead of the February in-take which will be coordinated through NHS England’s Regional Local Teams.

Are there any changes to payments dates as work has moves / moved from local sites?

Are there any changes to payments dates as work has moved from local sites?

No – there are no changes to payment dates as work moves from local offices to the new site.

What should we do with childhood immunisation claims?

What should we do with childhood immunisation claims?

NHS England has confirmed that in line with existing SFE guidance, PCSE should not be processing manual childhood immunisation. Practices must submit details of all vaccinations via Open Exeter (NHAIS) on a quarterly basis. PCSE are then required to use NHAIS to calculate the payment.   It is important that vaccination lists are submitted before the cut-off date (i.e. the last day of the second month of the quarter in which the payment is due) or

PCSE will be unable to calculate the payment. For further information and details on how to submit vaccination lists via Open Exeter, please see the childhood immunisations guide on our website.

NHS England has advised that any practice who misses the submission date should contact their Regional Local Team (RLT.) Payment would then be made at the RLTs discretion.

Where should we send premises rent, rates and utility reimbursement claims?

Where should we send premises rent, rates and utility reimbursement claims?

All claims for premises rent, rates, utility reimbursements and GP Retainers should now be sent directly to your Regional Local Team or CCG (if delegated) who will authorise the claim, and then instruct PCSE to make the payment via a payment schedule.

How do I arrange pension contributions for GPs on maternity leave?

How do I arrange pension contributions for GPs on maternity leave?

Practices should confirm maternity leave dates for GPs working in their practice as soon as possible. Please email PCSE at pcse.enquiries@nhs.net and put ‘Maternity Leave’ in the subject line. In the body of the email, please confirm the start and end date of the maternity leave, and the rate that pension contributions should be deducted during this period. PCSE can then arrange the necessary adjustments to the pension contributions from your practice in good time.

Ophthalmic payments

Are there any changes to claim for submission dates?

Are there any changes to claim for submission dates?

There are no changes to claim form submission dates. Please see our list of claim form submission dates for each area.

What should I do with domiciliary notifications?

What should I do with domiciliary notifications?

Domiciliary notifications can be emailed (from an nhs.net email address or as an encrypted email from a non nhs.net email address), posted or faxed to us. View our contact details.

Are there changes to the way GOS 3 and 4 forms are processed?

Are there changes to the way GOS 3 and 4 forms are processed?

Yes. PCSE has started to return to individual processing for GOS 3 and 4 forms.

This change will be rolled out in phases across the country. From February 2017, practices, certain areas will receive itemised statements for GOS3 and 4 claims, allowing for easier reconciliation. <a href=”http://pcse.england.nhs.uk/wp-content/uploads/2016/01/Areas-receiving-itemised-statements.xlsx”>Download list of areas who will receive itemised statements for GOS3 and 4 claims.</a>

The scheduled rollout of individual GOS3 and 4 entry is now being planned for other areas, and details will be communicated once finalised.

GOS 1 forms will continue to be batch processed for all areas as they have been historically.