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How can we help you?
Find a topic by searching our most frequently asked questions:
or browse our topics below.
COVID-19 Related enquiries
General Enquiries
Does PCSE supply personal protective equipment (PPE), such as face masks and protective clothing?
How will couriers be minimising the risk of the virus spreading?
Where can I find updates on your services?
See all 3 answers
GP/GP Practices
I am a GP who is self-isolating/working from home, can prescription pads be delivered to my home address?
I’m a retired GP and have been asked/would like to return to work to support the NHS workforce due to COVID-19. How do reregister on the performers list?
Our practice’s main site is temporarily closed; can PCSE deliver medical records to our branch site?
See all 5 answers
Pharmacies
Will we receive our supplies order?
See all 1 answers
Opticians
Will we receive our GOS claim payments during the COVID-19 outbreak?
Will we receive our supplies order?
I am providing essential eyecare during COVID-19. What about my payments?
See all 3 answers
Dentists
Will we receive our supplies order?
See all 1 answers
Using PCSE Online
Registering
I am not registered on PCSE Online. How do I register?
How can I set up additional PCSE Online users for my practice?
Why do I need to supply all this information?
See all 6 answers
General PCSE Online FAQs
What is PCSE Online and what do I have to do?
I am using an old internet browser (IE7/IE8)
I’m having problems accessing / using PCSE Online
See all 15 answers
Logging into PCSE Online
How do I login for the first time?
How do I set my password?
I have forgotten my password / how do I reset my password?
See all 11 answers
GPs and GP Practices using PCSE Online
How does my GP practice access the new online Performers List services on PCSE Online?
I’m a GP, how do I get access to PCSE Online
What should I do if the password is not accepted?
See all 14 answers
Supplies
General supplies enquiries
What supplies will I need to order on PCSE Online?
How many orders can I make each week?
How long will it take to receive my order?
See all 13 answers
Ordering supplies
How do I order supplies using the online PCSE Online?
I have not received confirmation that my order is being fulfilled
How can I see what I have ordered / how do I go back and view my order?
See all 21 answers
Delivery of supplies
How can I find out where my order is?
How frequently will PCSE deliver to my practice?
When is my scheduled weekly delivery from CitySprint?
See all 7 answers
Drug Tariff
How do I opt in or out of receiving the monthly hard copy of the Drug Tariff?
See all 1 answers
GP Record Movement
Bagging and labelling records
What is the current process for the movement of patient records?
What size shipping bag should I use?
Is the shipping bag recyclable?
See all 20 answers
Records movement and PCSE Online
Do I still request deductions the same way as before?
How do I order the labels for patients I am deducting?
I’m not receiving any notifications on my GP system anymore alerting me that the records are on their way?
See all 15 answers
Other post
What should we do with the ‘other post’ which used to go in the blue bags/courier bags with the records?
What should we do with GMS3 forms?
How should my practice redirect confidential patient information?
See all 3 answers
CitySprint collection / delivery
CitySprint haven’t collected the records
CitySprint won’t collect the record
My practice uses off-site storage / holds notes at various sites
See all 4 answers
Temporary patients
How do I send GMS3 forms (temporary residence forms)?
I am trying to scan my GMS3 form on to the GP PCSE Online but it isn’t working?
A patient told us they went to another GP as a temporary patient, but we haven’t received their GMS3 form
See all 5 answers
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 sent in an application to request access to a medical record, what is the status? / I haven’t heard anything?
We don’t want to assume responsibility for a subject access request
See all 8 answers
Outstanding medical records (OSMR) project
What is the OSMR project?
What do I do if I receive a label(s) for records that I have already sent?
I have received the outstanding medical record (OSMR) project labels, now what do I do?
See all 9 answers
GP2GP electronic record transfer
Where can I find further information about GP2GP transfer?
See all 1 answers
General record movement queries
What do I do with records or notes not for my practice?
See all 1 answers
Lloyd George envelopes for paper patient records
Where is the Lloyd George envelope for my new patient?
If I receive some paperwork for my new patient, but I don’t have a paper envelope to put them in, what should I do?
Will I still receive a transit label for a patient that I haven’t received a Lloyd George envelope for?
See all 4 answers
Performers Lists
General enquiries
Can I work if my status hasn’t been updated on the Performers List for England website?
I have a new GP/Dentist/Optician joining the practice. What do I do?
I have a GP/Dentist/Optician leaving the practice, What do I do?
See all 16 answers
Applicant enquiries
How do I apply to join the Performers List for England for the first time?
Is there another way to submit my application to join the Performers List for England?
I am a Dental PLVE applicant. How do I apply to join the Dental Performer List for England?
See all 14 answers
Existing Performers
Making changes to the Performer List
I am already on the Performers List for England for my profession - do I need to do anything on PCSE Online?
I am a performer but do not work at a practice. How can I access the new system if I work solely for an out of hours provider or social enterprise organisation?
See all 13 answers
Change of practice contact details
How do I inform PCSE if our practice has changed its name?
How do I inform PCSE of a change of practice address?
See all 2 answers
Ophthalmic Payments
New online Ophthalmic Payments
What is Ophthalmic Payments via PCSE Online?
How will it work?
What difference will it make to my practice?
See all 27 answers
Using the online enquiry form for ophthalmic payment queries
Is the online form the only way I can contact PCSE for general ophthalmic queries?
Can I upload forms/documents via the online form?
Which file type should I select to upload my documents in?
See all 17 answers
Notification of domiciliary visits (PVNs)
What are the timescales for submitting new (original) PVNs?
Can I add/substitute patients on a PVN before the visit?
Can substitutions and amendments be submitted on the online form?
See all 8 answers
CET Claims
How do I submit a CET claim in 2020?
When can CET claims be submitted in 2020?
How will I know my CET claim has been submitted?
See all 13 answers
General queries
I need new batch headers, how do I get them?
What should I do if a patient realises that they aren’t eligible for a GOS claim that has already been submitted?
What should I do if I haven’t received my GOS payment statement?
See all 22 answers
Patient Refund Queries (HC5s)
What is the process for claiming a refund and when will it be paid?
I have not received my cheque for a refund what should I do?
Why is the amount I paid for my glasses different to the amount I have been paid?
See all 4 answers
Pre-registration training grants
How do I submit a pre-registration training (PRT) grant claim?
How much am I able to claim?
What is the qualifying criteria that needs to be met for my claim to be paid?
See all 3 answers
Open Exeter
General enquiries
What happens if you don’t have access?
How can I view GP Registrar payments on Open Exeter statements?
See all 2 answers
GP Payments
GP trainee reimbursements (for practices in non-lead employer areas only)
How can I view GP trainee payments on Open Exeter statements?
How do I get reimbursed for my GP trainee salary?
Which salary reimbursement form do I need to complete for GP trainees?
See all 10 answers
Change of practice bank details
How do I change the bank details for my practice?
See all 1 answers
Childhood Immunisations
What is the procedure for claiming childhood immunisation payments?
How do I get payment for childhood immunisations submitted late?
How do I make a claim for childhood immunisations for a child who has left the practice or for a vaccines refusal?
See all 3 answers
Rent, rates and utilities payments
How do I claim for practice rent, rates and utilities?
See all 1 answers
Seniority payments
What is the current situation regarding seniority payments?
See all 1 answers
GP payment and pensions online enquiries form
Is the online form the only way I can contact PCSE for GP payment or pension queries?
Can I upload forms/documents via the online form?
Which file type should I select to upload my documents in?
See all 7 answers
Practice mergers and closures
Where do I submit the new practice bank details to when a practice is merging?
Where should I submit my new practice estimate of profit form when a practice is merging?
What happens with Prescribing and Dispensing Drug payments that are processed in arrears?
See all 5 answers
Common Enquiries from CCGs
I’m a commissioner, how do I request to stop a monthly recurring or regular payment(s)?
See all 1 answers
GP Pensions
Type 1 - Annual Certificates of Pensionable Profits
What is the purpose of the Annual Certificate of Pensionable Profits – Type 1?
Who completes the Annual Certificate of Pensionable Profits – Type 1?
Where can I download the Annual Certificate of Pensionable Profits – Type 1?
See all 10 answers
Type 2 medical practitioner self assessment of tiered contributions
What is the purpose of the Type 2 medical practitioner self assessment of tiered contributions?
Who completes the Type 2 medical practitioner self assessment of tiered contributions?
Why do I need to complete the Type 2 medical practitioner self assessment of tiered contributions?
See all 10 answers
Estimate of GP (and non-GP) Providers NHS Pensionable Profits/Pay
What is the purpose of the Estimate of GP (and non-GP) Providers NHS Pensionable Profits/Pay?
Who completes the Estimate of GP (and non-GP) Providers NHS Pensionable Profits/Pay?
Where can I download the Estimate of GP (and non-GP) Providers NHS Pensionable Profits/Pay?
See all 9 answers
Pension contributions - GP starting or leaving a practice
What do I do if my practice is still taking contribution deductions for a doctor who has left our practice?
What do I do if PCSE is not taking pension contributions for a doctor who has started at our practice?
The pension contributions for a GP/GPs at my practice are incorrect, how do I rectify this?
See all 3 answers
Locum A & B pension contributions
How do I claim NHS Pension Scheme (NHSPS) membership for Freelance GP locum GMS, PMS, APMS or appraisal NHS work?
What forms should Freelance GP Locums complete if they wish to pension their surgery/practice or appraisal work?
How long can I work at one surgery for before I am no longer classed as a locum?
See all 7 answers
Opting out and re-joining the NHS Pension Scheme
How do I opt out of the NHS Pension Scheme?
When will my application to leave the NHS Pension Scheme take effect?
How do I re-join the NHS Pension Scheme after opting out?
See all 4 answers
Pensions on divorce/dissolution of a Civil Partnership Cash Equivalent Transfer Value (CETV) request
How do I request a Cash Equivalent Transfer Value (CETV)?
See all 1 answers
Retirement, death in service, Ill health retirement
I’m a GP and I'm retiring, how do I claim my NHS Pension Scheme benefits?
What do I need to do to be considered for Ill health retirement?
What do I need to do if I qualify for ill health retirement benefits?
See all 5 answers
GP Solo
How should GP Solo pension contributions be submitted?
See all 1 answers
Maternity leave adjustments
How do we advise on maternity leave adjustments to practice pension contributions?
See all 1 answers
GP payment and pensions online enquiries form
Is the online form the only way I can contact PCSE for GP payment or pension queries?
Can I upload forms/documents via the online form?
Which file type should I select to upload my documents in?
See all 8 answers
General GP pension enquiries
Who do I contact if I have a query regarding a private pension scheme deduction?
When making a BAC/online banking pension payment, what should I use as the payment reference?
I am a GP and would like to change my name on my pension record. How do I do this?
See all 5 answers
Non-clinical Partners
How do I add a non-clinical partner to the practice?
See all 1 answers
Practice mergers and closures
Where should I submit my new practice estimate of profit form when a practice is merging?
See all 1 answers
Total Reward Statements
I can see a Total Reward Statement (TRS) but it is not up to date
I don’t know which certificates have not been submitted for my pension record
I have sent all of my certificates in and should not have a gap
See all 4 answers
Other NHS Pensions forms
Where can I find information regarding the NHS Pensions Amnesty forms?
See all 1 answers
Pension adjustments
Will pension adjustments still be made if a practice has changed ownership?
How does PCSE process adjustments when the practice has closed?
How does PCSE rectify pension over or under payments with Locums?
See all 6 answers
End of year pension administration
I have submitted my end of year pension documents. When will any adjustments be made?
I have submitted my 17/18 pension form/certificate but I’m not sure if there are any gaps in my documentation for any past years. Could you confirm?
I submitted my 17/18 pension form/certificate by the extended deadline of 4 March. When can I expect for this to be updated on Pensions Online (POL)?
See all 5 answers
Registrations
Patient Registrations, Deductions and Amendments
What will happen when I register a new patient?
Will patients receive a letter confirming registration at our practice?
We registered a new patient a while ago, but still havent had confirmation from PCSE that the patient has been registered
See all 13 answers
Patient Removals
What should I do if there is an FP69 flag on our system?
How do I request the removal of a patient (violent, immediate or within 8 days) from our practice?
What will happen if a Special Allocation Scheme patient (SAS) tries to register at our practice?
See all 3 answers
Patient Records, Duplicates and Confusions
What should I do if I have two records for the same patient and they have two different NHS numbers?
What should I do if I have one record with one NHS number, but two people registered at our practice with the same name?
What are confusions and duplicates?
See all 3 answers
Adoption and gender re-assignment processes
How should I advise PCSE of a patient gender re-assignment?
What should we do when a patient is adopted?
A transgender patient registered at our practice would like to change their registered name. Do they need to provide evidence of a name change in order for us to do this?
See all 3 answers
Patient Lists
What should I do if I have a query or discrepency regarding patient lists?
See all 1 answers
Other
How do I notify PCSE if we are changing our clinical system?
Do I need a new GP code if I move to a new practice?
How do I register blood and organ donors on Exeter?
See all 3 answers
Data quality checks on GP practice patient lists
Why are data quality checks being carried out?
Why have I received a data quality check request from PCSE?
How long will we have to do this?
See all 12 answers
Rejected Patient Registrations
The email about a rejected patient registration has been sent to someone else in the practice, why have I not received an email?
Can I change the email address that patient rejection notification emails are sent to?
I have received an email from PCSE asking me to resubmit a patient registration even though I have already resubmitted it. What do I need to do?
See all 6 answers
Common Enquiries from GP Practices
Common Enquiries
I have a new GP starting at my practice, how should I notify PCSE?
I have a GP leaving my practice, how should I notify PCSE?
I have not received the medical record labels for patients that have recently left my practice, when will I receive them?
See all 6 answers
Market Entry
Applicant FAQs
The application form will not accept my GPhC number.
I cannot progress to the next section of the form.
I cannot progress on the Organisation details page.
See all 8 answers
Non-primary care customers
Private Prescribers
I am a private prescriber - how do I order prescription forms?
How can I change the address on my prescription forms?
See all 2 answers
