Primary Care Support England (PCSE)
Primary Care Support England (PCSE)
On 1 September 2015, Capita assumed responsibility for the delivery of most of NHS England’s primary care support services. PCSE (formerly Primary Care Support Service – PCSS) provides administrative and support services to community pharmacies and other primary care providers on behalf of NHS England.
Not all PCS services were transferred as 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.
Future changes to the services provided by PCSE include plans for pharmacy market entry – enabling straightforward online applications. Applications will automatically be checked for completeness before they are submitted (anticipated in early 2019).
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.
On 29 March 2016, PCSE’s online portal for ordering NHS stationery went live across England, and all contractors should have received registration letters. If any queries arise, the PCSE website has a number of helpful FAQs: pcse.england.nhs.uk/help
The online portal replaced all previous contacts and channels contractors used before to order NHS stationery.
A query that has been raised a number of times is “Will I be charged for my order?” This question has arisen because the online ordering portal includes prices for many of the items. As stated in the relevant FAQ, contractors will not be charged for standard orders made using the portal. PCSE is committed to ensuring NHS England supplies are ordered responsibly and for this reason, prices for items are included to help contractors make an informed decision about what they need. (Note, there may be a charge for urgent supplies.)
Disputes with PCSE
In the first instance, contact PCSE using their “contact us” form or via email to PCSE.firstname.lastname@example.org 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 (such as, 5 working days) then please copy all the emails to email@example.com explaining the steps you have taken, and the current position, for example, “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: firstname.lastname@example.org;
- Send a copy (and any further correspondence) to PSNC at: email@example.com, so that PSNC can track the number and type of concerns raised; and
- Continue to send any general queries or complaints to firstname.lastname@example.org and email@example.com 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.
To keep up to date with the latest PCSE news, please visit the news section of their website.