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Capita forced to give GPs extra time to submit pension forms after website errors

Errors with the Capita-run Primary Care Support England (PCSE) pensions submission website led to GPs struggling to submit their pension forms, Pulse understands.

The problems occured yesterday - the deadline day for GPs to submit their annual certificates and self-assessment forms.

Capita admitted there had been some ‘intermittent issues’ due to the volume of GPs trying to submit forms, and were forced to grant GPs a deadline extension, after initially refusing.

One GP said he had been struggling to submit the forms for days, and was forced to take a day off work to try and get them in on time.

Capita told Pulse the problems stemmed from the volume of GPs trying to submit ‘last minute’, but said it was ‘not a big issue’.

When initially asked if GPs would get a deadline extension, Capita said the issues should not effect GPs being able to submit on time.

However, following Pulse enquiries, a spokesperson said: 'We have experienced some intermittent issues due to the volume of traffic on the website.

'While it is now working, we have extended the deadline to submit pension forms until 5pm on Monday and apologise for any difficulty this may have caused.'

This comes after the partnership review - released last month - called for on the ongoing problems with Capita’s management of pensions to be 'urgently resolved'.

Last year, the BMA said it would support practices in taking legal action against Capita, saying the issues, relating to patient record transfers and processing payments, were ‘unacceptable’ and had gone from ‘bad to worse’.

More to follow...

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  • Pension - pensions - retirement - retire - RF

Readers' comments (9)

  • Dear Mr Health secretary
    How much more do we have to put up with your highly inefficient privatised shite?

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  • Pension problems taking up inordinate amounts of GP time due to Capita incompetence are not really news these days... even when their website says that they have had some technical issues but these have not affected pension forms, they are emailing me saying that they have not received my... pension forms.

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  • I think Capita are not only incompetent, they are lying while trying to blame GPs for leaving it until the last minute.

    I know this is a lie because I have been consistently requesting 2017/18 Type 2 pension forms from Capita for over one year. Their consistent response was: "they haven't been released yet".

    Type 2 forms were only published by Capita approximately four weeks ago for 2017/18. The pre-filled boxes were filled incorrectly by Capita (total all pensionable earnings=£0).

    The deadline for submission was today. Given Capita's error, and the known impossibility of speaking to anyone at Capita, let alone getting help - it seems that Capita are trying to make it so difficult to submit real-time pension info that, when it comes to retirement and the money hasn't appeared at NHSPA in our TRS, I expect Capita will claim no knowledge.

    I wonder if they're planning to do a Phillip Green.

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  • Oh sorry, I meant 2016/17 Type 2 Forms.

    I don't expect the 2017/18 forms will be ready before 2021 if Capita continue to hold the contract.

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  • Great thing about private companies is that they can go bust then no one has to take any responsibility.
    I would be v worried if I was a GP and had a pension.

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  • check your pension payments, capita lost my for the past 4 years, taken 8 months so far to try and sort it with help of pensions ombudsman, they will blame you till proven otherwise, most of them don't know what they are doing and give the wrong advice. its been a nightmare. I am not the only one out there with the same issue.

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  • Perhaps the BMA could stop kissing their ars* and threaten that unless this is properly sorted we will go on strike

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  • Never mind the online systematic questioning process to start with. It then does decry belief [or not!] that Capita devise a submission form that when completed is then too big to upload onto their own site. fortunately my PM was able to "dumb it down" to the required 3Mb required. How much more evidence is needed by DoH that their support service ain't fit for purpose?

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  • But big is better, working at scale is better. How did it fail?

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