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Provider Assurance Ophthalmic Services

Activities we carry out

We work on behalf of NHS England and NHS Improvement (NHSEI) on the following tasks:

Annual general ophthalmic services (GOS) complaints

The 2019/20 GOS complaints submission, which was paused due to Covid-19, opened in conjunction with the 2020/21 submission and ran from 26 July 2021 until 3 September 2021. 

NHSBSA conducted a follow up exercise for contractors who had not submitted. This ran from Monday 20 September 2021 until 11:59pm Monday 18 October 2021.

Under GOS regulations 2008, contractors are required to submit an annual form that shows the number of written complaints received in their practice.

If contractors have not received any complaints a ‘zero return’ is required.

Annual GOS Complaints Submission Briefing 2020-2021 (Word: 547KB)Annual GOS Complaints Submission Briefing 2020-2021 Follow up (Word: 712KB)

If you have any questions, contact our provider assurance team by:


Our core hours are 8am to 4:30pm, Monday to Friday.

GOS 4 pre-authorisation 

We must authorise all claims for GOS 4 repair or replacement vouchers.

Ophthalmic contractors are required to seek pre-authorisation from us for all GOS 4 claims. Patients are entitled to a GOS 4 if they have damaged or lost their glasses and they are: 

  • aged 16 or over 

  • in receipt of a particular benefit 

  • have a qualifying health condition 

 Patients aged 16 to 17 and in support of local care do not need pre-approval.  

Read the updated GOS 4 National Briefing (Word: 242KB).

You should contact us before carrying out any repair or providing replacement glasses. If patients contact us directly, they will be directed back to the appropriate contractor.  

To get authorisation, you should complete our GOS 4 Pre-authorisation Template (Word: 239KB) and email it to our provider assurance team at

Prior to authorising the GOS 4, under instruction from the Optometric Fees Negotiating Committee, we will ask you some questions about the claim. 

Once we’ve received the information from you, we will assess your claim as quickly as possible. 

How to apply for an NHSmail account

If you're a GOS contractor, NHSmail is a safe and secure way to communicate with us. 

To get an NHSmail account, complete our online form. This process can take up to two weeks.

The Data Security Protection (DSP) Toolkit must be completed before applying for an NHSmail account. This requirement was temporarily waivered until 30 June 2021.

Note that this registration route is only available to organisations with 10 or less practices at the present time.

Ophthalmic Bulletin

If you would like to receive our bulletin by email, complete the Ophthalmic Bulletin request form and we'll add you to the distribution list.

Contact Us

Due to coronavirus (COVID-19), our phone lines for Ophthalmic Services are temporarily unavailable. If you need to contact us, we're available to support by email between 8am and 4:30pm. You can email us at