Capita faces the optical profession

Staff from Capita and NHS England answered questions on PCSE service troubles at the NOC conference


A passionate audience at the National Optical Conference (NOC, 10–11 November, Hilton Birmingham Metropole) grilled Capita’s new managing director, Simon England, and NHS England managing director, Jill Matthews.

In a full-length OT video, Mr England and Ms Matthews answer questions on the numerous issues with Primary Care Support England (PCSE) services since Capita took over the administrative support service from NHS England earlier this year.

Questions and concerns raised during the session included Performers List application waiting times, causes of the widespread problems, Local Optical Committee levy payment issues and Capita staff members’ expertise and training.

Mr England and Ms Matthews also apologised for the problems and the stress arising from the ongoing issues. Mr England told the audience: “The current service being provided is not what you deserved and should expect.”

He added: “It is very clear that the service has fallen way below your expectations and also the expectations of Capita. We apologise for that and we are on the journey to sorting that out. That is my job.”

This video was first published on 17 November.