Backlog of “incomplete” CET claims

Capita confirms that staff contacted 900 practitioners at the end of January to request further information


Capita has contacted practitioners for further information to process outstanding claims for CET grants.

A spokesperson for Capita confirmed that at the end of January there were 900 claims that had not been processed because of missing information.

“Primary Care Support England (PCSE) contacted all contractors where further information was required to process the claim, confirming the additional information needed in order to make a payment. Where PSCE has received all required information, payments have now been made,” the spokesperson concluded.

At the beginning of February, Capita stated that all outstanding claims submitted on time and containing the right information had been paid.

The AOP reached out to members following the announcement and more than 30 people responded saying they were still waiting for payment.

AOP professional adviser, Henry Leonard, highlighted to OT: “Despite recent reassurances from Capita that outstanding CET claims had been paid, we are continuing to receive a steady stream of enquiries from members who are still waiting for their CET grant payments.”

“Although Capita states that all outstanding claims, with the correct information have been paid, given its track record on handling General Ophthalmic Services claims and performer list applications, we remain skeptical, and continue to raise our concerns at the highest level.”

At the National Optical Conference in November last year, PCSE’s managing director, Paul Dawson, told delegates that CET claims would be processed and paid by the end of the 2017 calendar year.

However, an update published on the PCSE website in December explained that some claims would not be paid until January.

Capita took over the administrative support service for NHS England in 2016.

In January, the Optical Confederation called for the NHS to consider an alternative ophthalmic payments provider unless Capita can deliver a “cast iron guarantee” that a backlog of payment issues can be resolved by the end of June.