Primary Care Support England (PCSE)

On 1 September 2015, Capita plc took on responsibility for delivering NHS England’s primary care support service – now called Primary Care Support England (PCSE).

Primary care support services relevant to opticians and optometrists include: administrating monthly payments of GOS claims; processing Performer List applications and GOS contract applications; deducting Local Optical Committee (LOC) levies; supply of GOS forms; and processing Continuing Education and Training (CET) payments.

New standard processes for second pair and non-tolerance applications 

From 23 April 2018, all applications for second pair and non-tolerance vouchers must be sent to your NHS England Regional Local Team (RLT) using the standard national templates.

Please see below guidance documents and the templates to be used:

Any second pair and non-tolerance applications sent to PCSE after this date will be returned to the contractor with the advice that they need to be submitted to the RLT.   

GOS Contract Application Process

The following guidance has been produced to explain the various stages of the GOS contract application process and clarify the respective roles of NHS England and PCSE. 

Please note: If you are an existing contractor who is applying for additional premises, the commissioner will treat this as a variation to an existing contract and not a new contract application.

Existing GOS contractors who wish to change their bank account details or move premises etc. need to contact their NHS England RLT, not PCSE. 

Pre-Reg Training Grant form

A new, standardised form for claiming a grant for providing Pre-registration training in England was launched in November 2017. The Supervisor Training Grant application form should be submitted to Primary Care Support England (PCSE), who are responsible for processing claims on behalf of NHS England. The allowance paid to supervisors is set out by the Department of Health on an annual basis and from 1 April 2017 the grant is £3,514.

Contractors can either claim the full value of the grant at the end of the pre-registration year or in two instalments (one after six months and the other at the end of the pre-registration year). Please note the form needs to be signed by the contractor, supervisor and trainee.

Completed forms should be emailed to: PCSE.Optical@nhs.net from the email address the contractor has registered with PCSE with "pre-registration training grant – [trainee name and GOC number]" in the email subject header.

  • PCSE will issue a case reference number on receipt of the claim form, which should be quoted in any future correspondence regarding the claim.
  • PCSE will verify the information provided on the form against the information the College of Optometrists holds on trainees.
  • If there is any discrepancy in the information submitted, PCSE will contact you and check with the College if necessary.
  • Once the claim has been validated, PCSE will arrange payment with the contractor’s next GOS payment

Download the Supervisor Training Grant application form.

Frequently Asked Questions

Please find below a list of Frequently Asked Questions relating to the services provided by PCSE.

Index

Where should I submit GOS claims to?

All GOS claim forms sent via Royal Mail should be submitted to:

Primary Care Support England
PO Box 350
Darlington DL1 9QN

Submitting your claims to Preston or any other address will result in delayed payments.

If you would like to use a courier service to deliver forms to PCSE, please use the following address:

Capita Intelligent Communications
Building 17, Units 2 & 6
Lingfield Point
McMullen Road
Darlington DL1 1RW

Should I attach submission headers to my GOS claims?

You should make sure all GOS forms are sent with the tailored GOS submission headers provided by PCSE for your practice and that the forms within each batch correspond to the relevant submission header type (ie only GOS 1 forms in GOS 1 batches). Click here to see example new headers for GOS1GOS3GOS4, GOS6.

You should make sure all GOS submission headers are completed in full, including your contractor code and check that the submission header totals agree with the total value of all claims and the total number of forms included in the corresponding batch.

You should send in two copies of each GOS submission header to PCSE. One copy will be returned to you to assist with the reconciliation of payments.

Can I photocopy my tailored GOS submission headers?

Once you have received tailored GOS submission headers from PCSE these can be photocopied for use in future months. Please ensure that the barcode and practice details remain legible on photocopied headers.

Can I get a PDF version of my tailored GOS submission headers?

If you would like pdf versions of the tailored GOS submissions headers for your practice, please contact pcse.optical@nhs.net and put “Request for GOS submission headers – [practice name]” in the email subject header.

How can I reconcile payments received from PCSE for GOS claims?

The following process has been agreed with PCSE to assist contractors with the reconciliation of payments received. You should send in two copies of the submission header attached to each batch of GOS forms you submit. 

One copy of each submission header will be returned to you by PCSE confirming how much has been paid versus how much you claimed.

Any rejected/incomplete claim forms will be attached to the copy of the submission header that is returned to you.

This process will assist you with the reconciliation of payments received.

If you have a GOS payment query please contact pcse.optical@nhs.net and put “GOS payment query – [practice name]” in the email subject header.

What should I do if I have not received payment for GOS claims?

If you not received payment for GOS claims, or have received an under or over payment, please contact pcse.optical@nhs.net and put “GOS payment query – [practice name]” in the email subject header.

Please include the following information in the body of your enquiry:

  • Your practice name, postcode and town or locality
  • The date your forms were sent to PCSE
  • The variance in the payment you received compared to what you were expecting

If you are emailing about an existing case please include your case reference number in the email subject line, to allow PCSE to automatically link your email to your original query. 

For urgent payment issues that are impacting on cashflow and are not being dealt with by PCSE, please contact info@locsu.co.uk and request that your issue is escalated.  Please provide your practice's full address, your contact telephone number, details of the outstanding/missing amounts and any Case Reference number you have been supplied with by PCSE.    

Please click here to read about the latest update to the GOS delayed March payments which was due to the recent inclement weather.

How do I make a claim relating to an ophthalmic payment delay?

Contractors that have experienced a late payment relating to GOS sight tests and/or voucher claims submitted up to 31 March 2017 should complete the Ophthalmic Payment Claim Form. Guidance on completing the form can be found on the LOCSU website. If a payment is still outstanding relating to this period, you should use the form to escalate the issue, even if you have already notified PCSE of the matter.

Completed forms should be emailed to pcse.gos-review@nhs.net by Friday 8 September 2017 with “Ophthalmic payment claim – contractor name – contractor code” in the subject header. The information provided in the form will then be considered by NHS England.

Have the submission cut-off dates or payment dates for GOS claims changed?

There are no changes to claim form submission dates.

Please see the list of claim form submission dates for each area.

What should I do if I have not received a statement for my GOS payment?

If you not received a statement for your GOS payment, you should contact pcse.optical@nhs.net and put “Request for GOS statement – [practice name]” in the email subject header.

Where should I submit domiciliary notifications to?

Domiciliary notifications can be emailed (from an nhs.net email address or as an encrypted email from a non nhs.net email address), posted or faxed to PCSE.  

Email:   pcse.optical@nhs.net and enter “Domiciliary sight test notification – [practice name]” in the email subject header.

Post:

Primary Care Support England
PO Box 350
Darlington
DL1 9QN

Fax:      0113 277 6912

How do I order supplies of GOS forms?

Supplies of GOS forms should be ordered via the PCSE supplies portal at www.pcse.england.nhs.uk/supplies/.

You can order and track your supplies online and check on delivery times.

All supplies orders will be delivered by PCSE’s national courier firm, CitySprint.

Deliveries will be made to your practice on the same day each week.

How do I register on the PCSE supplies portal?

To enable PCSE to respond to email and telephone queries, and for you to be able to order supplies, including GOS forms, contractors are required to register on the PCSE portal. Portal registration enables PCSE to carry out the necessary identification and vetting checks to respond to enquiries from contractors.  Without this, PCSE is unable to respond to enquiries due to data protection. 

If your practice is already registered on the portal, the main contact/super user will be able to add or amend additional users.  Please check the named contacts that are included under your practice’s portal registration and update accordingly.  

If your practice is not currently registered, please email pcse.datamanager@nhs.net with the following information:

  • Main contact name
  • Email address
  • Telephone number
  • Practice name
  • Practice address including post code
  • Organisation code (If you know it. This is your unique 5-digit reference beginning with 'TP' eg TP1N5‚Äč)

For more information about the portal, including adding or amending users, please visit www.pcse.england.nhs.uk/help.

Once registered on the portal, your practice will receive regular emails with updates about your service, including future service developments for submission of GOS forms electronically.

How do I submit a claim for a CET grant in 2017?

20/04/18: Any contractor who is still awaiting payment for a CET claim submitted in 2017 is advised to email to info@locsu.co.uk urgently so that the claim can be escalated. Please include in your email: 

  • your practice name and address
  • the name and GOC number of the performer the CET claim was for,
  • the approximate date the claim was submitted to PCSE, and
  • your Case Reference number if you have received one from PCSE.

Claims for CET undertaken by ophthalmic practitioners between 1 January to 31 December 2016 must be submitted between 1 July 2017 and 31 October 2017 to PCSE at PCSE.Optical@nhs.net.  If you have already submitted your CET claim please do not send a duplicate.  PCSE are currently processing the claims they have received and will contact you direct if there are any issues with your claim.

As a reminder, CET allowance payments are payable to contractors.  A payment can be claimed by a contractor in respect of either:

  • CET he/she has undertaken personally in the year between 1 January to 31 December 2016.
  • CET undertaken in the year between 1 January to 31 December 2016 by an ophthalmic practitioner on the Ophthalmic Performers List.  The CET allowance for 2016 is £545.

Please follow the steps below to submit a claim:

  1. Complete the form which can be found via this link or on the Department of Health Website
  2. Sign and date the form in the appropriate place(s)
  3. Scan the signed form and attach to an email
  4. Put ‘2017 CET claim’ in the email subject header
  5. Email to PCSE.Optical@nhs.net.  (You must use the email address the contractor has registered with PCSE to access the supplies portal.)

You will receive a case reference number from PCSE once they have received your claim form. Please note you are asked to submit only one claim form per email so that you each form has a unique case reference that can be tracked.  If you have not heard from PCSE within 4 weeks, please contact them directly.  The preferred route for submitting CET claims is by email to PCSE.Optical@nhs.net but if you prefer to submit by post, you must send to:

Primary Care Support England
PO Box 350
Darlington DL1 9QN

Important: Claim forms submitted to any other email or postal addresses will not be processed. 

Where can I find the name and address of my NHS England Regional team as required by the CET Claim Form?

Step 1: Go to www.performer.england.nhs.uk/AT/SearchByPostcode and enter your practice postcode to get the name of the Area Team.

Step 2: Go to https://www.england.nhs.uk/about/regional-area-teams/ to find the Area Team address.

When will I receive payment of my CET grant?

Contrary to previous advise from PCSE, they announced back in November that it was taking longer than expected in the processing of all 2017 CET claims, with the outcome that a number of claims wouldn't be paid until the end of January 2018. 

Please see: pcse.england.nhs.uk/news/2017/december/update-on-continuing-education-and-training-cet-claims/

The Optical Confederation will be meeting with NHS England to stress that delays to these payments are unacceptable to the sector and to demand a detailed explanation as to what is being done about the fact the service delivered by Capita is still not operating at the expected level more than two years after the outsourcing contract was awarded.

Therefore, any contractors who have still yet to receive payment for their CET claim submitted back in October 2017 should send an email to pcse.optical@nhs.net and put “Unpaid CET claim - optometrist’s name and GOC number” in the subject header. The contractor should include the date the claim was submitted in the body of the email and state whether it was sent by email or post. Please note that the enquiry needs to come from the contractor or contractor’s representative rather than the performer.

How do I apply to the NHS England Ophthalmic Performers List?

Information on applying to the NHS England Ophthalmic Performers List can be found at www.locsu.co.uk/pcse/applying-to-the-nhs-england-performers-list.

How can I enquire about the status of my application to the Ophthalmic Performers List?

To enquire about the status of an application to the Ophthalmic Performers List you should contact pcse.performerlists@nhs.net with “Case reference – NPL1 – forename, surname – GOC number” in the email subject line.   

How do I make a claim relating to a delayed application to the Ophthalmic Performers List?

Optometrists who wish to submit an application relating to a delay in obtaining an NHS England Performers List number should email details of the delay to pcse.ppinfo@nhs.net by Friday 8 September 2017 with “Ophthalmic NPL claim – optometrist name – OPL number” in the subject header.

You will receive prompt acknowledgement of your submission and the information provided will be considered by NHS England.

How can I make a complaint to PCSE?

To make a complaint you should contact PCSE at: pcse.complaints@nhs.net

You will receive a unique case reference number to be used in future correspondence relating to the matter. A case handler will be assigned to your complaint who will update you on progress and contact you if PCSE need any further information. With all complaints, PCSE aim to respond in writing within 40 working days, in line with NHS England’s complaints process.

Contact us

Dates for the diary

Wakefield LOC's AGM

Holmfield Arms, Holmfield Park, Wakefield WF2 8DY

Annual AGM

2018-06-05 17:45:00 - 2018-06-05 21:00:00

Contact name: Caroline Auckland Shone

Contact email: chair@wakefieldoptometry.org.uk

Hampshire LOC's AGM

Norton Park Hotel, Sutton Scotney, Winchester SO21 3NB

Annual AGM

2018-06-06 18:00:00 - 2018-06-06 21:00:00

Contact name: Ian Silk

Contact email: isilk@hampshireloc.org.uk

Worcestershire LOC's AGM

Sixways Stadium, Warriors Way, Worcester WR3 8ZE

Annual AGM

2018-06-10 10:00:00 - 2018-06-10 13:00:00

Contact name: Stuart Burdett

Contact email: worcs.secretary@gmail.com

Merton, Sutton & Wandsworth LOC's AGM

Everyday Conferencing, 30 Queens Road, Wimbledon, London, SW19 8LR

Annual AGM

2018-06-13 18:30:00 - 2018-06-13 21:00:00

Contact name: Eyall Gelbart

Contact email: eyallgelbart@aol.com

Essex LOC's AGM

The Northumberland Suite, Writtle College, Lordship Road, Writtle, Chelmsford, Essex CM1 3EH

Annual AGM

2018-06-14 18:00:00 - 2018-06-14 21:00:00

Contact name: Katie Kingcott

Contact email: enquiries@essex-loc.org

Bexley, Bromley & Greenwich LOC's AGM

Edwards Suite 1, Holiday Inn Bexley, Black Prince Interchange, Southwold Road, London DA5 1ND

Annual AGM

2018-06-19 18:00:00 - 2018-06-19 21:00:00

Contact name: Michelle Martins

Contact email: michelle@jclconsulting.co.uk

Norfolk & Waveney LOC's AGM

The Best Western Hotel, 2 Barnard Road, Norwich NR5 9JB

Annual AGM

2018-06-20 18:30:00 - 2018-06-20 21:00:00

Contact name: Edward Adkins

Contact email: secretary@norfolkwaveneyloc.org.uk

Barnet, Enfield, Camden & Haringey LOC's AGM

Stephen's House and Gardens, 17 East End Road, London N3 3QE

Annual AGM

2018-06-20 18:30:00 - 2018-06-20 21:00:00

Contact name: Alison Hillier

Contact email: alison@jclconsulting.co.uk

Lambeth, Southwark & Lewisham LOC's AGM

Bridge Suite, London Bridge Hotel, 8-18 London Bridge Street, London, SE1 9SG

Annual AGM

2018-06-21 18:00:00 - 2018-06-21 21:00:00

Contact name: Michelle Martins

Contact email: michelle@jclconsulting.co.uk

Contact telephone number: 020 8663 9014

Cornwall & Isles of Scilly LOC's AGM

The Alverton Hotel, Tregolls Road, Truro, Cornwall TR1 1ZQ

Annual AGM

2018-06-21 18:30:00 - 2018-06-21 21:00:00

Contact name: Alison Hillier

Contact email: alison@jclconsulting.co.uk

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