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PCSE New Regional Liaison Manager and update on Queries Process

Rob Ramsden from PCSE has notified us of some changes to their liaison team as he has been promoted to become Head of Customer Engagement with the National Engagement Team: “I have now taken a new role within the team. My goal is to ensure a nationally consistent approach to engagement. I am working on a strategy which I will share with you in due course. I am pleased to introduce Julie Powdrell who is now the Regional Manager for the East Midlands as well as South Yorkshire and Humber. Julie has a wealth of experience within Primary Care Support experience and has been supporting and working alongside your local contacts for since they joined PCSE. Your local contacts remain the same.” (In our case Ryan Taylor ryan.taylor4@nhs.net) Julie’s email is j.powdrell@nhs.net.

In addition there has been some concerns raised about the process for PCSE closing queries and Julie has provided the below clarification for practices:

“The process is for all cases to remain ‘in progress’ until completely resolved, at which time an email would be sent to the customer who raised the case. However in the instance of NPL processing, where a pension adjustment is required, the cases are resolved from the Performer List team as soon as the confirmation letter of change has been sent to the Performer, all completed cases are then fed up to the finance team daily, with any necessary pension adjustments actioned within 4 weeks of receipt. Therefore a Practice may be informed that the case is resolved but potentially may not see the pension adjustments until their ‘month after’ statement.

We acknowledge that from a customer’s perspective it isn’t ‘resolved’ in its’ entirety, however, please be assured that how PCSE manages queries/cases is going through an overhaul, ie: closing a case and not explaining the next steps just creates repeat contact or frustration, with a large piece of work currently in progress to ensure a better end user experience.

I hope that this clarifies and apologies for any misunderstanding. If any practice is advised that their case has been resolved but believe otherwise they should raise this via the online enquiry form or contact their NET Local Training Manager.”

If you do have any cases where this is a problem please notify PCSE, but copy us in so we can monitor this issue on your behalf.

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