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Archive Year: 2018

December 2018 Capita statement on cervical screening correspondence delay

14 November:   Primary Care Support England (PCSE), the contract delivered by Capita on behalf of NHS England, is addressing an issue relating to issuing invitation and reminder letters regarding cervical screening correspondence. Letters are being sent to all women who have experienced a delay in receiving cervical screening correspondence. Additionally, there has been an issue relating to issuing results letters.

All women aged between 25 and 64 are eligible for inclusion in the National Cervical Screening Programme, which involves screening most women for cervical disease every three or five years. As part of the contract with NHS England, PCSE supports the National Cervical Screening Programme by producing and sending invitation, reminder and results letters to eligible women.

For invitation and reminder letters, from January to June this year, approximately 43,200 women due to receive letters were sent an invitation letter or a reminder, but not both.

We are writing to the women who only received one letter to remind them to book an appointment and to apologise for the delay in sending a reminder letter. The scale of the screening programme should be borne in mind: approximately nine million letters are produced and sent each year to women in England.

For results letters, GPs are responsible for care, including contacting women who require further examination. GPs or screening clinics have the primary responsibility to notify women of their test result. PCSE additionally sends letters to women informing them of their screening result and these letters are not part of the referral process. A total of 4508 results letters have been delayed this year. Only a small proportion of these results required further examination, and they should all have been contacted directly by their GP.

The risk to women of this incident is low and there is no current evidence of harm, but Capita nevertheless apologises to both the NHS and to the women whose correspondence was delayed.

We have investigated the precise circumstances around this incident, and it is clear that the correct process for uploading, organising and checking datafiles was not properly followed. When the problem was discovered, it was not immediately escalated to senior leadership, or NHS England, by the individuals responsible. Capita is investigating the managerial handling of the matter and taking appropriate disciplinary action. Additionally, a senior executive responsible for this contract has already left Capita.

We have appointed an independent audit team, led by PwC, to carry out a detailed review into operational systems and processes in PCSE. We have upgraded checks in place at every stage of the process and offered NHS England additional resource as this issue was resolved.

 

11 December update:  Capita statement on cervical screening correspondence

Following the announcement last month about a delay in issuing cervical screening correspondence in 2018, Primary Care Support England (PCSE) has conducted a thorough review of correspondence prior to 2018.

As a result of that review it was established that 3,591 items of correspondence were not sent in 2017. As with the 2018 incident, the correct process for uploading, organising and checking datafiles was not properly followed. It should be borne in mind that more than nine million items of correspondence are sent each year.

Capita, which delivers the PCSE contract on behalf of NHS England, investigated the managerial handling of the matter and took appropriate disciplinary action. A senior executive responsible for the contract has left Capita.

The clinical panel convened in response to this incident says there is no current evidence of any harm having resulted from these issues.

All women affected, and their GPs, are being written to today (Dec 11) advising them on what they need to do. Only a small proportion were abnormal result letters, and the women affected all received a referral.

Capita apologises to the women affected by this administrative error.

December 2018 Christmas and New Year GOS claim submissions and payment dates

Where possible please submit your GOS claims earlier in December to allow for bank holidays as they may affect the date payments arrive in bank accounts.  You can view the cut off dates to send GOS claims and in bank payment dates for December and January here.

November 2018 New form for Patient Removals

PCSE has introduced a new form which should be used by practices wishing to remove a patient from their list (either immediate or within eight days).

The new form can be downloaded here. Once complete please email to: pcse.patientremovals@nhs.net.

November 2018 Christmas and New Year CitySprint Arrangements

There will be no supplies deliveries (or medical record delivery/collection for GP practices) during week commencing 24 December.

Your last CitySprint visit in 2018 will happen as usual during week commencing 17 December.

During the week commencing 31 December, collections and deliveries will take place as follows:

If your usual visit for week commencing 31 December would be:

Your visit for this week will be:

Tuesday 1 January

Wednesday 2 January

Wednesday 2 January

Thursday 3 January

Thursday 3 January

Friday 4 January

Friday 4 January

Monday 7 January

Collections and deliveries will return to your normal day of the week from the week commencing 7 January.

Please take this information into account when ordering supplies for this period.

If an urgent order of supplies is required during the Christmas period, requests can be processed on the non-bank holiday days.

Important note for GPs and Dentists

Please also note that print supplier Xerox have informed us that they will not be processing any personalised prescription pads from 14th December until the New Year. Any personalised order placed after 13th December will be ordered, but will not be shipped into our service centres by Xerox until the new year.

November 2018 Capita statement on cervical screening correspondence delay

14 November:   Primary Care Support England (PCSE), the contract delivered by Capita on behalf of NHS England, is addressing an issue relating to issuing invitation and reminder letters regarding cervical screening correspondence. Letters are being sent to all women who have experienced a delay in receiving cervical screening correspondence. Additionally, there has been an issue relating to issuing results letters.

All women aged between 25 and 64 are eligible for inclusion in the National Cervical Screening Programme, which involves screening most women for cervical disease every three or five years. As part of the contract with NHS England, PCSE supports the National Cervical Screening Programme by producing and sending invitation, reminder and results letters to eligible women.

For invitation and reminder letters, from January to June this year, approximately 43,200 women due to receive letters were sent an invitation letter or a reminder, but not both.

We are writing to the women who only received one letter to remind them to book an appointment and to apologise for the delay in sending a reminder letter. The scale of the screening programme should be borne in mind: approximately nine million letters are produced and sent each year to women in England.

For results letters, GPs are responsible for care, including contacting women who require further examination. GPs or screening clinics have the primary responsibility to notify women of their test result. PCSE additionally sends letters to women informing them of their screening result and these letters are not part of the referral process. A total of 4508 results letters have been delayed this year. Only a small proportion of these results required further examination, and they should all have been contacted directly by their GP.

The risk to women of this incident is low and there is no current evidence of harm, but Capita nevertheless apologises to both the NHS and to the women whose correspondence was delayed.

We have investigated the precise circumstances around this incident, and it is clear that the correct process for uploading, organising and checking datafiles was not properly followed. When the problem was discovered, it was not immediately escalated to senior leadership, or NHS England, by the individuals responsible. Capita is investigating the managerial handling of the matter and taking appropriate disciplinary action. Additionally, a senior executive responsible for this contract has already left Capita.

We have appointed an independent audit team, led by PwC, to carry out a detailed review into operational systems and processes in PCSE. We have upgraded checks in place at every stage of the process and offered NHS England additional resource as this issue was resolved.

 

October 2018 New online form for Ophthalmic Payment enquiries

In response to feedback from practices and colleagues across the optical sector, PCSE has introduced a new, simple online form for all ophthalmic payment queries.
  
Please use the new online form to submit your enquiries to PCSE.
  
The tailor-made form contains different options to ensure your query gets to the right team as quickly as possible. There will be different categories according to who is submitting the form, for example: 

  • Contractor/optical practice
  • Local Optical Committee
  • Member of Public (for HC5 queries only)
  • Regional Local Team

When you have selected the category relevant to you, the intuitive form will guide you to submit the details PCSE needs to ensure the quickest possible response time.
  
Once you submit your 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.
  
Accessing the online form

  • Please visit the ‘Contact us’ page of the PCSE website
  • Scroll down to the enquiries form and select ‘Ophthalmic Payments’ from the drop-down box
  • Enter the required details as requested on the form
  • Keep a record of your case reference number and use it in any subsequent correspondence about your query.

Details you will need to submit a query 
  
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: exeter.helpdesk@nhs.net
  
- 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
  
Please note: If you are contacting from an RLT or LOC you can submit queries/requests directly using the form and you will not require this information.

October 2018 New medical records FAQ booklet

A new booklet will be delivered to all GP practices from week commencing 29 October 2018 with your usual medical records collection and delivery.

The booklet has been designed to provide answers to the most frequently asked questions received since the introduction of the new track and trace medical records movement service.

It also includes an overview of the records movement process and a detachable poster to display in record administration areas, which details the instances when a full patient record should be printed before transfer.

We hope you find it useful. An electronic copy of the flyer can be accessed here.

October 2018 New urgent medical record request form - now available

A new online form for requesting urgent medical records is now available. The new form is quicker and easier to complete, and will get the request straight to the team to process. It will also validate the information as it is completed, ensuring that all necessary information is captured correctly, minimising the likeliness for rejections.

When an urgent medical record has been successfully submitted, the user will receive an email notification confirming that the request has been received. The email will contain a case reference number which can be used to follow up on the case if required.

Please note that only contacts registered with PCSE will be able to submit urgent medical record requests using the new form. In order to become a registered contact, the main contact we hold for your organisation can register you on 
PCSE Online via the ‘User Management’ section. Further information about becoming a registered contact with PCSE can be found here

The new form will be available on the Urgent Medical Record Request page within the GP Records section of the PCSE website here.

October 2018 Important information regarding GP Pension Total Reward Statements

Important information regarding GP Pension Total Reward Statements

GP Pension Total Reward Statements will be issued by NHS Pensions in two phases in 2018, with the first phase being issued in August and the remainder in December 2018.

These will be available for practitioners to view via www.totalrewardstatements.nhs.uk

For those accounts where full and correct certificates were submitted to PCSE by the 28 February deadline, and where certificates for all previous years had been received and processed correctly, the updated Total Reward Statement will available to view in August. 

For the remaining accounts where full and correct information has now been received, NHS England, PCSE and NHS Pensions are collectively aiming for the updated Total Reward Statement to be made available from December 2018. 

You will be advised directly if any further information is required to update your account.

October 2018 Submit your CET claim before the deadline

CET Claims
 
Please remember to submit your CET claims as soon as possible. 
 
To make submissions as easy as possible this year, you should use the online form on the PCSE website to simply upload your 2018 CET claim for payment.
 
We have already processed more than 3,000 claims which have been sent in via the online form and feedback so far has been positive.

The new process ensures an acknowledgement email is sent as soon as the claim is submitted. The subject of the acknowledgement includes the name of the performer that the CET is for, to help easily identify the claim. When the claim has been processed another email is subsequently sent to confirm it has been dealt with and that the grant will be paid in the next payment run.

The CET claim window remains open until 1 November 2018, however we would encourage contractors to submit their CET claims as early as possible to ensure they can be swiftly processed for payment and not wait until the final deadline.

Further details and FAQs explaining the new process are available on our dedicated CET webpage and the online submission form is available by simply selecting ‘CET Claim’ from the drop down menu on the Contact Us page of the PCSE website.

October 2018 Important update from NHS England - redirecting confidential patient information

NHS England has asked  us to remind practices of the correct process to follow for redirecting confidential patient information.

Many items of mail that are sent in error to GPs - up to 10,000 each month - are being forwarded to PCSE rather than returned to the original sender, as they should be. Errors in the management of this NHS correspondence — such as test results and clinical notes, child protection notes, treatment plans and changes to patients’ medication regimes — expose patients to a risk of harm and disclosure of confidential information.

 

  1. If you receive correspondence which refers to a patient who is no longer registered with your practice and has re-registered elsewhere, or who has never been registered with your practice, return the items directly to the provider they came from as soon as possible using appropriate means.

 

  1. If the misdirected correspondence arrives at your practice electronically it should be returned to the original sender of the email, complete with any attachments, with advice that the patient is not registered at your practice and the correspondence must be re-directed.

 

On receipt, in both instances, the original sender of the correspondence – usually the NHS provider – is expected to track down the correct destination for the correspondence and update its own database to avoid further errors. NHS providers can access GP registration for every patient.

 

  1. If your practice receives correspondence in error which concerns safeguarding information, (for example about children at risk or vulnerable adults from a local authority) you must send it to the PCSE central postal address: Primary Care Support England, PO Box 350, Darlington, DL1 9QN via a secure route such as signed for delivery.

 

  1. If you receive clinical correspondence referring to a former patient of your practice who has died or is de-registered and your practice has returned the main record to PCSE, ALL types of correspondence listed above referring to that former patient must be moved to PCSE using the tracked record movement service as outlined in the advice on the PCSE website: https://pcse.england.nhs.uk/services/gp-records

 

  1. If you have a record or additional notes for a patient who is no longer registered at your practice, you can request a movement for these via PCSE Online. Please go to the ‘Records’ section to request a movement and complete the information required. A label for the record/additional notes movement will be delivered on your usual courier visit.

If you need to post anything back to PCSE it MUST go to the central postal address: Primary Care Support England, PO Box 350, Darlington, DL1 9QN.

Please do not send anything to primary care support local offices as these are now closed. Items which are sent to closed locations are in breach of Information Governance requirements which will require investigation and possible reporting to the Information Commissioner.