We recognise that moving to a national delivery model creates a need for locally based staff who can provide an ongoing point of local contact for those things that aren’t transactional and rely on local relationships and local contact.
The PCSE National Engagement Team (NET) fulfils this purpose. The team is made up of the Director of NET, ten Regional Liaison Managers and 32 Local Training Managers.
Tony Grime, Head of the National Engagement Team, is responsible for the day to day running of the NET.
Robert Ramsden, Head of Customer Engagement, focuses on customer engagement strategy and approach for the NET.
Our Regional Liaison Managers link to local and regional statutory bodies as an ongoing point of contact. They will provide briefings on forthcoming changes, take feedback on the performance of services locally, make sure that any local problems are understood, and ensure that any appropriate actions are taken.
Our local Training Managers have two roles:
1. Firstly, they are here to deliver the PCSE services that have a local face to face element:
a. Face to face checks of identity and document verification that are a part of the Performers List process;
b. Organisation and administration of appeals that are part of the pharmacy Market Entry process.
2. Secondly, they are local resources to help practices adapt to new ways of accessing PCSE services.
Your main point of contact for PCSE is the Customer Support Centre. Please see our contact us page for details on how to get in touch.
If you’d like to talk to someone about the changes that are planned for primary care support services, or if you’re a practice that would like some training and support, you can contact your local NET representative. Download a full list of contact details for our NET representatives.
Find out more about the work of our NET team with A day in the life of…
Jo Berkeley, Local Training Manager (LTM)
I’ve worked in primary care support services since 2010, when I started as Assistant Manager in the Medical Records and Registrations team in old the Bristol site. In 2014 I became Manager of the Performer List team, and in January 2016 I took the Local Training Manager (LTM) role as part of the NET, as services moved to PCSE. I’ve always been keen to see primary care support services work with more modern systems, and this seemed like a good way to be a part of the transformation whilst continuing to use my knowledge of the service.
The South West team has four members – the Regional Manager, and an LTM each for Cornwall & Devon, Somerset & Dorset and Gloucestershire, Bristol and Wiltshire. The LTM role is varied and includes meeting dentists, doctors and opticians for ID and document checks who are applying to join the performer list. We’re also a local liaison point for customer queries, and keeping the customer base up to date with transformation changes via practice visits.
There isn’t a typical day! For example, this morning I visited a practice to talk about the transformation of the medical records movement service. I then spent a couple of hours catching up on emails, and now I am on the train go our Leeds site to be part of a day about transformation of the performers list service. On Friday, I will mainly be spending the day doing face to face interviews for performer list applicants.
There were challenges as services moved from the many local offices to fewer sites, and as we started on the early stages of our service transformation programme. NET members have spent more time responding to local queries from customers than anticipated.
The service has seen many improvements recently and we’re now starting to focus much more on service improvements and transformation, which I’m looking forward to engaging with customers about.
I used to work in the wine industry and spent a year living in France whilst working for a wine company – I’m happy to chat wine as well as medical records when visiting customers!
Millie Miller, South West Regional Liaison Manager
I started working in Primary Care Support in 2012 after I graduated from Plymouth University with a Management degree. The NHS was an attractive place to work for me because I shared the passion of modernising Primary Care Support Services.
I joined the NET in April 2016 as a Local Training Manager for Devon, Cornwall and Isles of Scilly. In March 2017 I was successful in my application for the RLM role covering the South West.
Over the past month I have had 50 face to face engagements with service users, Local Medical Committees and Regional Local Teams. The main purpose of recent engagements has been to provide an outline of the planned changes to the medical records movement service, whilst understanding local service related issues.
The team is made up of the Director of NET, ten Regional Liaison Managers and 32 Local Training Managers. My role within the team is to link to local and regional statutory bodies as an ongoing point of contact. I provide briefings on forthcoming changes, take feedback on the performance of services locally, make sure that any local problems are understood, and ensure that any appropriate actions are taken.
Every day is different in the RLM role, offering variety. A typical day for me could be a team call in the morning to brief my 3 Local Training Managers of any changes within PCSE service lines and to understand and act upon current challenges in the patch. I would then travel to a Local Medical Committee (LMC) to provide a brief on future transformation plans and how we are going to communicate this locally. I would combine my visit to the LMC with a meeting with NHSE Regional Local Team (RLT) to understand any challenges within their patch and to run through the transformed medical records service roll out.
In my patch, the challenge is to ensure my team are engaging with the maximum amount of service users spread across the biggest geographical region consisting of 23,800km2.
The challenge in the NET as a whole has been engaging with service users when they have faced difficulties with services.
My recent highlights would include sharing my passion and excitement for the roll out of the new medical records movement service with LMCs, RLTs and service users.
I have enjoyed playing netball on a weekly basis for the last 20 years. My netball ‘career’ peaked when I played at a regional level about 10 years ago. I currently play in the 1st division for the local league as a goal defence.