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What’s changing

Service transformation developments

NHS England’s vision for primary care support services is to transform locally managed operations into a modern and efficient national customer-focused service.

PCSE is committed to helping NHS England achieve this vision by:

  • Moving the delivery of all services - from over 40 local offices to a smaller number of sites
  • Operating a national Customer Support Centre - providing a single phone number for all customer queries
  • Standardising the way each service is delivered - ensuring all our customers get a consistent experience
  • Investing in new IT systems - enabling automation of many processes and tasks, reducing manual entry by PCSE staff, and minimizing paper use by service users 
  • Introducing PCSE Online - giving customers easier access to our services, with self-service options
  • Using one national courier firm, CitySprint – to securely deliver all supplies and paper medical records to our customers.

 Planning for how we will achieve transformation across PCSE services is now underway.

Customer Support Centre


We have opened a national Customer Support Centre for all customer queries. Details on how to contact PCSE can be found on our Contact Us page.

National Engagement Team


We have setup dedicated local teams to provide on the ground support for our service users and to deliver face-to-face elements of our service such as Performers Lists identification checks. More information on the National Engagement Team.

Medical Records Movement

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We have introduced a new process for securely moving medical records between GP practices or into long-term storage where needed.  The new service uses modern technology to provide a faster, safer way to manage and track the movement of paper medical records.

Security and patient confidentiality is paramount. All records for movement are now sealed individually in tamper-proof shipping bags, and we now use just one dedicated courier service, Citysprint, who scan records, enabling them to be tracked from collection to delivery. This ensures patient confidentiality, reduces information governance risks and improves security of patient data.

PCSE Online enables GP practices to:

  • View information on records to be collected from and delivered to their practice 
  • Upload GMS3 forms (temporary resident forms)
  • Order additional or replacement tracking labels
  • Report issues

Supplies Management


PCSE Online provides primary care providers with a quick and easy way for ordering and tracking NHS stationery and supplies.

Ophthalmic Payments


PCSE receives and manually processes almost 20 million handwritten GOS forms a year.  In a digital-age we want to provide you with a more efficient way to submit, track and manage your claims.  We are looking to create easy-to-use systems that will simplify and speed up the ophthalmic payments process by:

  • Introducing two new electronic options for securely submitting GOS claims
  • Launching an online service so you can track claims, view statements and more easily reconcile your payments.

The move to electronic processes will remove the need for paper, reduce supplies and postage costs, offer greater visibility of claims, provide statements at the click of a button and in turn simplify your reconciliation processes.

You can find more about the benefits of the new service here.

You can also read some of our Frequently Asked Questions about using PCSE Online for Ophthalmic Payments in our FAQ Booklet.

Performers Lists


We are introducing a simple, online service for submitting and tracking performer list applications.  All applications will be made online, through PCSE Online, instead of via a paper-based application form. 

Applicants will be able to submit supporting documentation online and check the status of their application too.  Where required, the PCSE National Engagement Team (NET) will carry out face-to-face identity checks.

A self-service function will enable performers to confirm or amend their own details (e.g. change of address or status) via the portal as and when required. 

Overall, the move from paper-based applications and change notifications to online will create a more simplified, quicker process.

Download more information including the benefits of the new service here

Pharmacy Market Entry


The new approach for pharmacy applications will see the replacement of multiple forms with one single online application, accessible via PCSE Online.

We want to create a straightforward online application process that is automatically checked for completeness before applications are submitted.

Applications will be visible online, allowing their progress to be viewed and tracked.

GP Payments & Pensions

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We will introduce an automated, efficient and easy to use online payments and pensions service for GP practices.

PCSE online will help GP practices to manage cash flow by providing a straightforward way to submit multiple claims, access pension information, look up payment statements and view expected payment dates.

Electronic processes and online validation will improve the quality of information provided and accuracy of payments.

Please continue to check this page for updates.