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.

Frequently Asked Questions

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

Where should I submit GOS claims to?

All GOS claim forms sent via Royal Mail should be submitted to the Customer Support Centre at:
Primary Care Support England
PO Box 350
Darlington DL1 9QN

If you would like to use a courier service to deliver forms to PCSE, the address courier firms should use is:
Capita Document & Information Services (PCSE)
Unit 1
Roundhouse Road
Faverdale Industrial Estate
Darlington DL3 0UR

Should I attach submission headers to my GOS claims?

Yes. You should make sure all GOS forms are sent with submission headers and that the forms within each batch correspond to the relevant submission header type (i.e. only GOS 1 forms in GOS 1 batches).

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.

PCSE are in the process of providing all opticians with tailored GOS submissions headers.  These are being introduced in a phased approach and will be with opticians in all areas by November 2016.

Can I photocopy my tailored GOS submission headers?

Yes. 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?

Yes. If you would like pdf versions of the tailored GOS submissions headers for your practice, please contact PCSE by completing the online enquiry form at http://.pcse.england.nhs.uk/contact.

Please select “ophthalmic payments” from the drop-down list of enquiry types and enter “Request for GOS submission headers – [practice name]” in the subject box.

PCSE are continuing to work through a backlog of queries, concentrating on urgent queries first, therefore there may be a delay in receiving a response.

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

A process was developed with PCSE in April 2016 to assist contractors with the reconciliation of payments received. However, operational issues within PCSE led to delays in this process being implemented which has caused significant difficulty for contractors.

PCSE have committed to implementing the agreed process consistently going forward:

  • 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.

A full reconciliation of GOS claims and payments is being conducted by PCSE and contractors will receive a summary statement when this has been completed.

What should I do if I haven’t received payment for my CET claim?

There was an issue with the NHS England IT platform that held up the processing of CET grants by PCSE this summer. This has now been resolved and PCSE have been catching up with the backlog of applications.

Please note the closing date for submitting CET claim forms is 31 October 2016.

If you have not received payment for 2016 CET claims by the time you receive your November GOS payment you should please contact PCSE by completing the online enquiry form at http://pcse.england.nhs.uk/contact.

Please select “ophthalmic payments” from the drop-down list of enquiry types and enter “CET claim issue – [practice name]” in the subject box.

Please note if any CET claims have been lost in transit to PCSE, NHS England will allow a duplicate claim to be submitted for processing.

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

If you have not received payment for GOS claims, or have received an under or over-payment, you should contact PCSE by completing the online enquiry form at http://pcse.england.nhs.uk/contact.

Please select “ophthalmic payments” from the drop-down list of enquiry types and enter “GOS payment issue – [practice name]” in the subject box.

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

PCSE are continuing to work through a backlog of queries therefore it may take up to 7 days for you to receive a response.

For urgent payment issues that are having a critical impact on cashflow and are not being dealt with by PCSE, please contact us and request that your issue is escalated.     

If you have a minor payment query, please note a full reconciliation of GOS claims and payments is being conducted by PCSE and contractors will receive a summary statement and details of any balancing payment, where required, once this has been completed.

Can I contact PCSE by phone?

Yes. The telephone number for the Customer Support Centre is 0333 014 2884.

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

There are no recent 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 have not received a statement for your GOS payment, you should go to http://pcse.england.nhs.uk/contact/ and complete the online enquiry form.

Please select “ophthalmic payments” from the drop-down list of enquiry types and enter “Request for GOS statement – [practice name]” in the subject box.

PCSE are continuing to work through a backlog of queries, prioritising urgent queries, therefore there may be a delay in receiving a response.

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, emailed at pcse.optical-preston@nhs.net or faxed to PCSE.  

Email / online: please use the online enquiry form at http://pcse.england.nhs.uk/contact/  

Please select “ophthalmic payments” from the drop-down list of enquiry types and enter “Domiciliary sight test notification – [practice name]” in the subject box.

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 http://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?

If your practice has not yet registered for the supplies portal, please contact PCSE by completing the online enquiry form.

Please select Register for the PCSE portal access from the drop-down list of enquiry types and enter “Request for Portal registration – [practice name]” in the subject box.

Please provide the following details for the Super User / Main contact in the body of your enquiry:

  1. Name
  2. Email address
  3. Practice name
  4. Practice address
  5. Organisation code

When the Super User / Main contact has received their login details they will be able to set up additional users on the portal.

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

Once you have submitted an application to the Ophthalmic Performers List you will receive and a case reference number eg. CAS-12345-X1Y2Z3 to be quoted in all future correspondence.

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 can I make a complaint to PCSE?

To make a complaint please email PCSE at: pcse.complaints@nhs.net.  

PCSE will contact you initially within three working days of receiving your feedback to let you know who is dealing with your complaint and when they will be in contact again. With all complaints, PCSE aim to respond fully in writing within 40 working days, in line with NHS England’s complaints process.

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Dates for the diary

Berkshire LOC's AGM

Holiday Inn Reading, Wharfedale Rd, Winnersh Triangle, Winnersh, Reading RG41 5TS

AGM

2017-07-25 18:30:00 - 2017-07-25 21:00:00

Contact name: Ralph Higson

Contact email: locberkshire@gmail.com

Solihull LOC's AGM

St John's Hotel, 651 Warwick Rd, Solihull B91 1AT

AGM

2017-10-04 19:00:00 - 2017-10-04 21:00:00

Contact name: Cathy Pike

Contact email: solihull.loc@hotmail.co.uk

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