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
- GOS 4 pre-authorisation
- GOS contract management - visit our dedicated contract management page
- post-payment verification (PPV) - visit our dedicated Post-payment verification webpage
Annual general ophthalmic services (GOS) complaints
The 2019/20 GOS complaints submission ran in conjunction with the 2020/21 submission. This was initially paused due to Covid-19, opening on 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 Monday 18 October 2021.
A final window opened on Monday 7 February 2022 until Sunday 27 February 2022. This was to give GOS contractors who had not yet submitted a response a final opportunity to do so.
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)Annual GOS Complaints Submission Briefing - Final Window (Word: 657KB)
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.
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.
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.
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 firstname.lastname@example.org.