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Opchat Magazine LOC News pagesLOC News, April to June 2016

PCSE struggles with payment deadlines and creates a recovery plan.

CCGs urged to tackle backlogs at eye health summit.

Update on PCSE under Capita for NHS England.

PCSE struggles with payment deadlines and creates a recovery plan.

June 2016

Many contractors around England are struggling to receive payments on time creating in some cases severe cash flow headaches.

LOCSU and the Optical Confederation are continuing to raise concerns at the highest level about the issues ophthalmic contractors are facing with regard to the PCSE service provided by Capita for NHS England.

Capita have apologised for the difficulties customers have experienced with the PCSE service and have agreed a recovery plan with NHS England which includes expansion of the team dedicated to ophthalmic queries.

Regular calls are taking place with Capita and NHS England to monitor the situation and will continue until we are certain that the service is operating at the expected level.

Capita have acknowledged that opticians most impacted by the changes are service users of the previous Darlington, Maidstone, Reading and Surbiton PCS offices.

To ensure the backlog of payment queries from these areas can be resolved, a full audit of all GOS claims forms received from service users of these offices since February 2016 is being conducted and a dedicated ophthalmic queries team has been put in place.

PCSE have provided new tailored GOS submission headers to increase processing efficiency, and are changing where GOS claim forms should be sent, to ensure they can be processed in the most effective and timely way.

Contractors are reminded to make a photocopy of each completed submission header and submit both copies of each with their GOS claims. One copy will be returned to the contractor with the remittance note along with a list of any returned forms to assist payment reconciliation.

With immediate effect, contractors who previously sent GOS claims to the Darlington, Maidstone, Reading and Surbiton PCSE offices should send them to: Primary Care Support England, PO Box 350, Darlington, DL1 9QN.

CCGs urged to tackle backlogs at eye health summit.

June 2016

Commissioners must help “radically redesign” eye health services for the benefit of patients, the first-ever NHS eye health summit was told last week.

CCGs at the “Demand and Capacity” conference heard that the need for change was now “critical”. Eye health leaders warned that inaction could have far-reaching social and economic consequences.

National Head of Primary Care Commissioning at NHS England, Dr David Geddes said: “The first eye health summit has created a vital opportunity for commissioners and providers in primary and secondary care to come together to share examples of good practice. With demand for hospital eyes services growing from an ageing population, they are now busier than ever. There is a clear need for radical change across the health sectors to better integrate care so that patients can access quality services in a timely fashion.”

Sharing best practice from Gloucestershire CCG, Graham Mennie GP eye health lead said: “If changes to ophthalmology services are not at the top of the CCG agenda, they ought to be.” “More of the same will not do”, he told the commissioners in the audience.

Opening the conference in London last week, President of The Royal College of Ophthalmologists, Professor Carrie MacEwen, said: “With the continuing rise in macular degeneration, glaucoma and diabetic retinopathy, together with welcomed new treatments, change in the design of services at a national level is critical to meet the demand.”

Professor MacEwen continued: ‘It is certain that avoidable sight loss has, and will continue to have, far-reaching social and economic consequences such as loss of independence, increased risk of falls and mental health issues that will impact on a wider scale across the health services and social care.”

AOP calls on CCGsChair of the Clinical Council for the Commissioning of Eye Health, David Parkins said that primary eye care services should be the first port of call to manage and monitor cases prior to referral to hospital and that community ophthalmology solutions lay in multi-disciplinary, collaborative teams.

“Community ophthalmology services need to be commissioned to manage low-risk patients and stable conditions to agreed protocols. Clear and efficient patient flows and policies which delegates heard some hospitals have developed already, need to be shared and adopted more widely. Above all, good governance supported by audit is vital.”

The Clinical Council is calling for eye health services to be commissioned at scale to make services more efficient and cost effective. Clinicians also demanded better IT connections to speed up and share patient data both within primary care and between primary and hospital care.


{Image (left to right): Dr Graham Mennie (GP Lead for Clinical Programmes, Gloucestershire CCG),Katrina Venerus (LOCSU Managing Director),Dr David Geddes (National Head of Primary Care Commissioning, NHS England) and Professor Carrie MacEwen, President of The Royal College of Ophthalmologists)}

Over 100 delegates heard from a number of best practice case studies of working models from across England. These showcased how improvements and innovation to patient pathways, involving both primary and secondary providers, had delivered efficiencies and better patient care, by ensuring patients saw the right healthcare professional at the right time and in the most optimal location.
This first eye health summit is one step forward in planning and improving hospital eye services, working with the key stakeholders to influence change and make a difference.

This first eye health summit is one step forward in planning and improving hospital eye services, working with the key stakeholders to influence change and make a difference.

Update on PCSE under Capita for NHS England

April 2016

LOCSU along with OC follow up on continuing concerns on the current position with regards to Primary Care Support England (PCSE), the service provided by Capita for NHS England.

They explained that they (LOCSU and the Optical Confederation) were working with PCSE and NHS England on amendments to PCSE’s processes to enable contractors to be able to easily reconcile the payments that are being made.

The amendments to PCSE’s process have taken longer than originally anticipated and are now expected to be rolled out to contractors early next week.

LOCSU and the OC have repeatedly raised concerns to the senior teams at Capita and NHS England regarding the ongoing problems contractors are having in reconciling payments due to the delay in implementing the agreed changes.

They have also had to escalate their concerns about the amount of time it is taking for payment queries to be addressed and resolved by PCSE.
They have been assured that Capita are bringing in additional resources to improve the turnaround time for queries.

The information below is a summary of the current position:

Dedicated email address for GOS claim enquiries
All queries regarding GOS claims should be sent direct to
Enabling the PCSE to isolate these queries and monitor the volume and breakdown of them.

Capita say they are bringing in additional resources to speed up the turnaround time for queries.
If you do not receive a timely response to your enquiry, please notify and they will flag this to the senior teams at PCSE and NHS England.

Batching of GOS claims

(i) Following greater analysis of the impact assessment of the ophthalmic process changes Capita have introduced, it has been agreed that there will be no further movement to batching of claims in respect of the areas that are currently individually processed.

(ii) In respect of the areas that have transferred to batch processing already these will continue to be batch processed but with significant process improvements.

a. The current batch processing methodology has been further developed to support reconciliation of payments that are received by contractors. Communication to detail this and provide the standard templates to be used in the process are having final review.

b. The communication and standard templates will be sent out early next week to contractors in the affected areas.

New online portal for ordering GOS forms

PCSE has launched a new online portal which provides a quick and easy way for ordering GOS forms.

The portal has replaced all previous channels practices used for ordering forms.

All contractors should have received information from PCSE on this new service, including what you need to do to register your practice to use the PCSE portal.

If you have not received this information, please visit or email .

Primary Health Net