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.

The current range of services provided by PCSE

Contact PCSE

Online market entry applications

Primary Care Support England (PCSE) successfully launched a digital service for pharmacies to make market entry applications online earlier this year, hosted on its platform PCSE Online. It enables users to apply to open a new pharmacy, add or remove directors from their corporate structure and change ownership. 

The service is available to those wishing to make an application and modernises a paper-based service, which used over 30 separate forms. It’s a one-stop online tool giving users a streamlined, faster and more efficient application process, and enables users to track the progress of their applications in real time. 

The application process is simple – users register by emailing pcse.marketentry@nhs.net and the PCSE team will  contact them to guide them through setting up their profile and start making their application. Further information on the market entry process can be found on the PCSE 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.

Disputes with PCSE

EPS token disputes

See the ‘Ordering & escalation’ section of the EPS tokens webpage.

Other disputes

In the first instance, contact PCSE using their “contact us” form on a daily basis if you have any difficulties etc. Continue submitting a form until a response is received – keeping copies and / or a record of any of your emails / communications. If no response has been received within a reasonable time (such as, 5 working days) then please copy any emails to info@psnc.org.uk explaining the steps you have taken, and the current position 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 contractors about losses they have incurred due to poor service from 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.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.



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