1. Select the appropriate category and type of enquiry as shown below. You will be taken to a secure form, click Begin.
2. Click Yes, your enquiry relates to a transformed submission (unless the query is about old paper claims) and select Contractor/Optical practice as the capacity in which are submitting this form.
3. Choose the option from the drop-down list that best describes your query. It is important to select the correct option to ensure your query is directed to the appropriate team.
4. Enter all the required details, and upload any documents, if relevant, and click Next.
5. You can download the PDF copy of your query. Please check you have included all the relevant details in your query and use the Back button to make any changes. Click Submit.
6. A message will appear on screen to confirm your submission has been successful.
7. You will receive an email notification within 48 hours advising you of the case reference number for your query
8. A member of the ophthalmic team will contact you to follow up your query as soon as possible. Please note at busy times this may take up to 7 working days.
The online form will provide the quickest possible response time to your query and we would encourage you to use it.
Emails to the pcse.optical inbox are still being monitored and responded to but we plan to move away from emails in the near future and would ask you to use the online form to submit your queries going forward. We will give sufficient notice to advise when the email address for ophthalmic will no longer be monitored
You can also contact our Customer Support Centre with queries on 0333 014 2884.
The CSC opening hours are: 08.00 – 17.00 Monday to Friday.
You can also post documents to PCSE, PO Box 350, Darlington, DL1 9QN.
Yes, if you select an option where there is a requirement to submit a form/document you will be provided with the option to upload and attach a document as part of your submission.
The online form supports these various types of uploads, bmp, doc, docx, gif, jpg, pdf, png, rtf, tif, txt, xls, xlsx, ods, odt. However, the most frequently used file types which are recommended are pdf and excel files.
The maximum file size per attachment is 3.2MB.
The internet browsers supported are:
Yes, we will accept photographs of supporting documentation.
Once you submit your online enquiry form, you will receive an acknowledgement email confirming your submission, along with a reference number which you can use to follow-up on your enquiry if needed.
For data security reasons, PCSE can only respond to queries from people at practices who have registered to use PCSE Online (which has also been referred to as the ‘PCSE Portal’).
Online registration enables PCSE to carry out the necessary identification and verification checks – and ensures we only respond to authorised contacts in your practice.
In order for a form to be successfully submitted the email and last name must be a registered against the practice details we hold on our system.
An online form submission may fail if this information doesn’t correspond and appropriate instructions will be sent via e-mail on how to validate a submission.
To amend/set up users please request that the main contact registered at the organisation sets up access via PCSE Online.
If your practice is already registered on PCSE Online, the main contact/super user will be able to add or amend additional users in your practice. We would encourage you to check the named contacts that are currently included under your practice registration and update accordingly. For further information please click here.
Please check that the last name, e-mail address and ODS details you are entering are correct and correspond with the details we have registered for your practice. The Main User at your practice can check this through the ‘User Management’ section of PCSE Online.
Main contacts are able to amend/set up users which should then enable an online enquiry form to be submitted.
For further information about adding/amending users, please click here.
If you are still experiencing issues you can contact our customer Contact Support Centre on 0333 014 2884.
The enquiry form is accessible on the 'Contact us' page of the PCSE website. Simply select the Ophthalmic Payments option from the drop down menu and the form will guide you to provide the information PCSE needs to process your query as swiftly as possible.
To submit an enquiry via the online form you will need your:
- ODS code (also known as TP code), which begins with 'TP' followed by 3 alpha/numeric characters. If you do not know the ODS code for your practice you should contact the Exeter Helpdesk on 0300 3034 034 or E-mail: firstname.lastname@example.org
Alternatively there is the facility to look up your ODS code via the ODS Portal provided by NHS Digital.
- Payment System Code: This is your Contractor Code and PCT Code which can be found in the two boxes on the top right corner of your GOS submission headers e.g. 5C5 121
Your query may have been assigned to the main contact if you are not registered on PCSE Online. The main contact at your practice/organisation is able to add or amend users in the User Management section of PCSE Online. For more information please click here.
If the main contact for your organisation does not confirm your details you will receive an email explaining the case will be closed and no further action will be taken.
Please speak to the main contact at your organisation. They can either re-submit the query on your behalf, or they can register you as a contact at the organisation via the ‘User Management’ section of PCSE Online. Once you are registered as a contact, you can re-submit the enquiry.
If the main contact requires additional help or information they should visit the PCSE website here.
No. If you are not registered you can either ask the main contact to register you on the User Management section of PCSE Online or ask the main contact to raise the query instead.
For instructions about adding, amending and deleting additional contacts on PCSE Online please click here.
To make a follow up on your submission please use the online form and select the option for ’Existing case’ and include your case reference number which begins CAS-XXXX