Primary Care Support England (PCSE)

Primary Care Support England (PCSE)

PCSE (formerly Primary Care Support Service – PCSS) provides administrative and payment services to community pharmacies amongst others. On 1 September 2015, Capita assumed responsibility for the delivery of most of NHS England’s primary care support services.

Not all PCS services are part of the contract with Capita, and some services will continue to be delivered by other organisations – including Commissioning Support Units, CCGs, NHS Shared Business Services and NHS Pensions.

NHS England have produced FAQs on the services now provided by PCSE.

The summary of the services provided by PCSE document outlines the “out of scope” services and how these are now provided. Pharmacy contractors should review this and the PCSE – Description of Services guidance which indicates the services delivered by PCSE and other organisations to determine what PCSE does and does not provide. If in doubt, pharmacy contractors should contact PCSE.

If you would like to find out more about market entry, please visit the Market Entry section of the PSNC website.

If you want to know how to get hold of NHS resources, please visit the Where to obtain external resources section of the PSNC website.

Problems with PCSE

In the first instance, contact PCSE using their “contact us” form or via email to PCSE.enquiries@nhs.net on a daily basis if you have any difficulties in registering for the online portal, EPS token shortages etc. Continue emailing until a response is received – keeping copies and / or a record of your emails / communications. If no response has been received within a reasonable time say 5 working days then please copy all the emails to info@psnc.org.uk explaining the steps you have taken, and the current position e.g. “I have a supply of EPS tokens to last me for the next two days” so that the PSNC is able to escalate matters.

Pharmacy compensation claims

NHS England has set up an email account to handle claims from community pharmacy contactors about losses they have incurred due to poor service from Primary Care Support England (PCSE). This is , in effect, a claims system for contractors who have been detrimentally affected by Capita’s running of PCSE. Examples of this could be where statutory deadlines and time limits for market entry, set out in the NHS (Pharmaceutical and Local Pharmaceutical Services) Regulations 2013, have not been met, or where payments such as pre-registration payments have been made late.

Contractors wishing to raise issues should:

  • Send details of any concerns, for example delays or payments made late, and evidence of the detrimental loss, for example, invoices or bank charges, to: pcse.ppinfo@nhs.net;
  • Send a copy (and any further correspondence) to PSNC at: claimscopy@psnc.org.uk, so that PSNC can track the number and type of concerns raised; and
  • Continue to send any general queries or complaints to pcse.enquiries@nhs.net and pcse.complaints@nhs.net respectively. These will be managed as normal.

Contractors are encouraged to provide as much detail as possible, as NHS England will need to see evidence of loss or detrimental impact to the pharmacy.

More information on this process is available here.

PCSE user panel

Community pharmacies can join PCSE’s user panel to share their experiences and give their feedback on future services. The user panel aims to better understand what is needed from the services being delivered.

If you’re interested in providing feedback to help PCSE develop and improve current and future services, please register an interest to become a user panel member here.

PCSE news and stakeholder bulletins

To keep up to date with the latest PCSE news, please visit the news section of their website.

You can also find attached below PCSE’s most recent stakeholder bulletin on this page. The bulletins contain regular updates on the changes being introduced to primary care support services.

PCSE pharmacy update



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