Primary Care Support England (PCSE) inc Escalation Process
We are still receiving numerous queries from practices regarding issues and concerns with PCSE, however, PCSE restructuring in March 2020 led to our Engagement Officer being removed so we no longer have any direct liaison.
We completely understand your frustration and your concerns and as of July 2020 the LMC has a new escalation process (via the GPC) with PCSE. However, in order for us to raise and escalate any issue via the GPC, the practice must first have exhausted all the usual routes and complaints processes via the PCSE website.
The LMC will need the practice to complete this escalation template with the necessary details and e-mail to email@example.com. We can then log with the GPC for onward escalation on your behalf. Once we have sent the issue forward for escalation, PCSE will only reply to the e-mail contact given with the complaint issue on the escalation template you send to us. The LMC will not receive any update on the issue. Again not ideal, however, better than nothing.
Other ways to contact PCSE
The Customer Support Centre is open from 8:00-17:00, Monday to Friday for all services.
Telephone Number: 0333 014 2884
Postal Address: Primary Care Support England, PO Box 350, Darlington, DL1 9QN
*Any post, including any claim forms, returns or cheques currently posted to PCSE, should now be sent to the Darlington address above, which is a secure storage and distribution facility. If you wish to courier your documents to PCSE, please note there is a separate address for courier firms to use: Capita Intelligent Communications, Building 17, Units 2 & 6, Lingfield Point, McMullen Road, DARLINGTON, DL1 1RW.
Further information is available on their website: https://pcse.england.nhs.uk/contact-us/