Primary Care Support England Nottingham Roadshow 19th September 2017

Our purpose and vision for the service Providing services that underpin the NHS in delivering high quality primary care services for patients Our vision Transforming locally managed operations into a modern and efficient national customer-focused service.

What’s happening… Medical records All service levels being met consistently Improved courier service by adding additional routes and using larger vans In the process of rolling out a new records movement service to all practices nationally Benefits of the new service include: A more secure service ensuing patient confidentiality Online tracking of record movements Faster movement of records between practices*   * New service remains highly dependent on the timely release of records from storage facilities and from GP practices.

Performers list New NPL1 application process agreed between NHS England, Health Education England and PCSE working effectively. Summer trainee cohort is now complete. Outstanding performer list change requests (including changes to status, home address or practice) where the full information required has been provided have been processed. Assessing how to address change requests where PCSE are awaiting additional information Produced and circulated clearer communications on the change notification process Now focussing on continuous improvement of the service

GP payments and pensions Working on a number of improvements to this service, including: Moving all payments processing into one site Setting up a dedicated team to ensure all GP payments and pensions queries are responded to as efficiently as possible As performers list changes are processed, the payments team are completing any required pension adjustments and associated practice payment reconciliations relating to the change. Issued guidance on the information required from practices in order to process GP registrar reimbursements

Registrations All registration processing work being completed within required timescales Close of quarter process to verify the quarterly patient list size for each practice completed within the required timelines Produced ‘hints and tips’ to help ensure patients are registered at practices as smoothly as possible Simplified process for removing patients from practice lists

Screening Development of national procedures in conjunction with Public Health England (PHE) to ensure a national, consistent approach. Additional Screening training for the Customer Support Service agents to enable them to deal with queries more effectively. Working collaboratively with PHE to develop a robust issues management system to effectively deal with the root cause of any issues to ensure they do not occur again.

Supplies New national service rolled out April 2016 with ordering via an online portal and delivery via a national courier network All service levels being met consistently, with approximately 20,000 supplies orders placed on a monthly basis Courier service improved by adding additional routes and using larger vans in October 2016 Currently in the process of refining the returns process to ensure this is simplified for end users

Customer support centre Call service levels being met All calls allocated a case number, so we track and keep customers updated on the progress of queries more quickly Using enhanced MI to identify trends in queries Refining staff training based on customer feedback Simplifying email contact -new enquires form available on the PCSE which contains all the required fields PCSE needs to process queries Providing regular service updates through bulletins and PCSE website

National Engagement Team (NET) We are a team that; Work with practices to obtain their input and feedback regarding our services in order to help us to improve Support practices in their preparations for planned service improvements and signpost practices on how best to use our services Manage the f2f element of the performer list process We Provide up to date information on our services and any planned changes Represent the Customer within PCSE to ensure their voice is heard when assessing changes and facilitate their direct involvement where necessary via forums and working groups Are 45 people across 10 regions in England Your local manager will be Ryan Taylor who will commence employment on 2nd October