Primary Care Support Services (PCSE) Update
March 2018
As you will be aware, PCSE have recently completed the roll out of their transformed records transfer service. This has been a geographically phased roll our ongoing since July 2017. All GP Practices in England now have access to a secure trackable record transfer service. Record transfers take place using a barcoded transit label on each individually packaged patient record. The scanning of the barcode on collection and delivery enables records movements to be tracked. The movements can be viewed by GP Practices using the PCSE online.
The trackable service is a safer, secure service and also allows analysis of record movements to take place. In January 2018 over 98% of records moving between GP Practices in England were delivered within 12 days of collection from the sending practice and within 8 weeks of a movement being triggered, 75% of records are released from GP Practices.
In addition to completing the roll out of the tracked records services, PCSE are undertaking an Outstanding Medical Records (OSMR) project. This involves issuing transit labels to move records which have not been transferred by PCSE between September 2015 and July 2017. This will prompt release of all records which show as waiting for release form the former GP practice. PCSE expect this will be completed by the spring. Following this we will be working with PCSE to transfer records which had not been moved during the period prior to Capita taking on the service.
The OSMR project should enable Doncaster GP practices to receive any outstanding records which have been requested. If any records are required sooner for clinical reasons then the practice are able to make an urgent medical records request using the online for available via the following link:
Please see overleaf for further PCSE contact information and escalation points.
Contacting PCSE & Escalation Points
The main telephone route that colleagues should use when contacting PCSE, is the PCSE Customer Support Centre (CSC) on 0333 014 2884. A case reference will be provided which allows for traceability.
We are aware that some colleagues are sending emails to which should now only be used for generic queries only. If detailed are sent to this address, then they will be re-routed to the service line and as a result, there may be delays in them being actioned. It would be very helpful for colleagues could direct queries to the following, dedicated email addresses that have been set up for each of the PCSE service lines, this will ensure the query gets to the correct department promptly:
- Performers list queries
- Portal queries (PCSE online)
- GP Payments queries
If for any reason if you need to escalate your query, the local NET representative should be contacted via the below
As a final step, should resolution to any issues not be achieved, then concerns can be escalated to the NHS England service management team at
To make it simpler for practices to contact PCSE a new enquiry form is now available on the PCSE website
The form contains all the required fields PCSE will need to process queries, and selecting the type of enquiry will ensure the query gets to the right team as quickly as possible.