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NHS England & NHS Improvement - North East and Yorkshire 

If you need to contact the NHSE&I Regional Team you should email:


Your email will be passed to the relevant member of the team, based on your query. 


The local team is located here:

Primary Care Commissioning
North East and Yorkshire
NHS England and NHS Improvement
6E05 Quarry House
Quarry Hill



Click on the links below to go to the relevant information: 

Annual Complaints Reports

Controlled Drugs

Disclosure and Barring Service (DBS) Checks

Dispensing Specials - Certificates of Conformity

Electronic Prescription Service

General NHS Customer & Patient Complaints

Market Entry

NHS Mail

Patient Returned Waste Medicines Collection

Payment and Non-Payment Enquiries

Pre-Registration Training Grants 

Primary Care Support England (PCSE) Stationery Enquiries

Reporting (non-CD) Incidents


Unplanned Closures / Unplanned Temporary Suspension of Services

West Yorkshire and Harrogate Health and Care Partnership (ICS)



Unplanned Closures / Unplanned Temporary Suspension of Services

There may be occasions when a contractor is unable to open its premises for a reason that is beyond its control.  This includes: 

  • Severe weather
  • Flooding of premises
  • Lack of electricity
  • Premises have been broken into
  • Pharmacist has not arrived 

Any unplanned / temporary closures should be reported as soon as possible to england.wyat-phes@nhs.net using the Annex 14 form which can be found here: https://www.england.nhs.uk/publication/pharmacy-manual-chapter-36-annexes/. The pharmacy will need to report information on the closure including the reason and detail of the arrangements that have been made for patients.

Pharmacies will also need to: 

  • update DoS profile to reflect that the pharmacy is having to close https://dos-profile.service.nhs.uk/#/index
  • update your NHS Choices entry
  • liaise with your nearby pharmacies to check who is remaining open and place a sign on the closed door for patients

If the closure is for part of a day, please remember to inform the NHSE&I team when the pharmacy has reopened. 

Please remember to display a notice to customers to inform them of the situation and the nearest pharmacies. 

The pharmacy should take whatever action it can in the circumstances to mitigate any inconvenience to its patients and other users of the pharmacy and make every effort to inform local interested parties of the details of the temporary suspension. 

Clients receiving pharmacy services for supervised consumption / daily CD collection can be left especially vulnerable when a pharmacy is unable to open at short notice. Pharmacies providing these services should give careful consideration as to how this patient group can be supported should the pharmacy be unable to open. Please make sure you have notified local commissioners and providers supporting you to provide this sort of service, so they are also aware. 

Although aimed at a closure due to COVID-19 this PSNC briefing may assist pharmacies that have to close at short notice in undertaking the necessary actions: https://psnc.org.uk/wp-content/uploads/2020/03/PSNC-Briefing-019.20-Emergency-closure-checklist-for-community-pharmacy.pdf.



Annual Complaints Reports

The Annual Complaints Return is required under Pharmacy contractual framework and should be completed annually and sent as soon as possible after 31st March to england.wyat-phes@nhs.net.



Pre-Registration Training Grants

Please send all pre-registration claim forms to the Primary Care Pharmacy Team using the contact details above.  To ensure timely processing of the claim please ensure that the form is fully completed.   

Contractors are not required to submit the GPhC confirmation letter with the claim, but if the GPhC letter is available it would be helpful to submit this alongside the claim form.



Patient Returned Waste Medicines Collection

NHSE&I has reviewed the management provisions for clinical waste contracts nationally. Following a successful procurement process led by our national team we have appointed Anenta Ltd as the new managing agent for waste contracts in the West Yorkshire area. 

Anenta will be your single point of contact for pharmaceutical waste issues. Anenta operate an online system that will allow you to interact with them to make service requests, advise of deficiencies in the service or to simply seek advice in a fully auditable manner. The system will also hold compliance documentation on your behalf and any other relevant communication, service level requirements and FAQ’s to assist you. 

For urgent collections or additional stock please contact Anenta:

Tel: 03301 222 143

Email: support@anenta.com or open a service ticket within your online account at www.vector.anenta.com



Electronic Prescription Service

Any issues with EPS should be reported through your PMR system provider initially.



General NHS Customer & Patient Complaints 

Post: NHS England, PO Box 16738, Redditch, B97 9PT

Email: england.contactus@nhs.net  (with ‘For the Attention of the Complaints Manager’ in the subject line)

Telephone: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)



Disclosure and Barring Service (DBS) Checks

With regards to DBS, please note that NHS England do NOT arrange or pay for checks. Please see this message from the Clinical Advisor for the North: For pharmacy staff requiring the new DBS check, there are numerous on-line agencies that can produce them and we recommend that people then within 14 days sign up to the DBS update service:  https://www.gov.uk/dbs-update-service. This will effectively keep the data up to date for a small annual fee. The link to the DBS site for further information is as follows:  https://www.gov.uk/disclosure-barring-service-check/overview.



Dispensing Special - Certificates of Conformity 

Until notified otherwise, do NOT send to NHS England. Please keep safe in the pharmacy AND make available for pharmacy visits or until a request is received from NHS England. Please can you keep these for 5 years.



Primary Care Support England (PCSE) Stationary Enquiries etc

For issues relating to stationary orders send an email with the service you are contacting about in the subject line to:  PCSE.enquiries@nhs.net.



Controlled Drugs 

Accountable Officer (CDAO): Gazala Khan

Email: england.yhcdao@nhs.net

Reporting CD Incidents: Report via  www.cdreporting.co.uk 

CD Destruction

Requests for an Authorised Witness destruction visit for obsolete stock of Schedule 2 Controlled Drugs will need to be made on the online CD Portal: www.cdreporting.co.uk

Please note visits are undertaken on a rotational basis across the Yorkshire & Humber region and CDAO colleagues will contact you once they are planning to visit your locality.

See our Controlled Drugs page for additional information relating to controlled drugs matters.



Reporting (non-CD) Incidents

Please remember that it is a requirement of the NHS contractual framework that you report through the National Reporting and Learning System (NRLS) web portal at NRLS Reporting.



Market Entry

For information on market entry go to: https://pcse.england.nhs.uk/services/market-entry and follow the instructions. 

E-mail: PCSE.marketentry@nhs.net

Post: Primary Care Support England, PO Box 350, Darlington DL1 9QN




To request a new NHSmail account, go to:  https://portal.nhs.net/pharmacyregistration.

For further information on NHSmail, go to:  https://portal.nhs.net/Help/joiningnhsmail

A recent change means that pharmacies can now automatically have up to 10 individual NHSmail accounts linked to the pharmacy shared NHSmail account. 



Payment and Non-Payment Enquiries etc

Please contact the NHSBSA regarding prescription enquiries. 

Contact the appropriate commissioner (e.g. CCG / WYAT / Local Authority) regarding any issues with locally commissioned services. 

Please note there is currently no contractual process for refunding or correcting non- payments or under payments for nationally commissioned services that are as a consequence of errors made by the pharmacy (e.g. incorrect staff hours declaration) however, overpayments will be recovered so please take care when completing the FP34C (see Monthly Payments : PSNC main site for more information).


The link to a safeguarding app is here: http://www.myguideapps.com/nhs_safeguarding/default/

This resource provides links to all safeguarding guidance, pathways and boards and will have up to date contact information for all areas.

West Yorkshire and Harrogate Health and Care Partnership (ICS)

The West Yorkshire and Harrogate ICS is called the West Yorkshire and Harrogate Health and Care Partnership. The ICS website includes information about the ICS including plans and priority areas. 

More details on ICS and STPs can be found on the PSNC website: http://psnc.org.uk/the-healthcare-landscape/sustainability-and-transformation-plans/.

Last Updated: 16th November 2021