Frequently asked questions

Team meeting with people showing hands for question

To help you navigate Calculating Quality Reporting Service (CQRS) Local, we share below some frequently asked questions (FAQs) about the system. If your question is not included, please email the team: support@cqrs.co.uk


How much do we have to pay to use Calculating Quality Reporting Service (CQRS) Local?

The CQRS Local system is funded by NHS England. There is no cost for Commissioners or Primary Care providers to use the system.

Who has developed CQRS Local?

CQRS Local has been developed by a collaboration of Commissioning Support Units (CSUs); Arden & GEM, Midlands and Lancashire, North of England, and South, Central & West. The CSUs are arms-length bodies of NHS England, providing system support services to health and care systems including Integrated Care Boards, Integrated Care Systems, and Trusts.

Working in collaboration enables the very best system development and access to experienced support teams, with partners working together to provide a system which meets the needs of Commissioners and Primary Care providers across England.

The CSU Collaborative brings the benefits of scale whilst making the most of the trusted working relationships and knowledge they each have at a local level.

What are the key drivers behind CQRS Local?

There are several key drivers behind the introduction of CQRS Local – all of them have technology, efficiency and reducing bureaucracy at their heart. The General Practice Forward View (GPFV) highlighted the need for new ways of working to reduce administrative overhead in general practice and streamline processes.

The Five Year Forward View supported the need for efficiency savings and outlined the need for services to be commissioned, provided and paid for in new ways. These two key strategies were further supported by the ‘Next Steps on the NHS Five Year Forward View’ and ‘Refreshing NHS Plans for 2018/19’ – both strengthening the need for new place-based commissioning models.

How is this different to the CQRS National system that we already use?

Both CQRS Local and CQRS National are part of the GP Payments Calculations Futures Programme (GPPCF). The CSU Collaborative has managed the national CQRS system since 31 October 2020.

CQRS Local and CQRS National systems are accessed via the same portal, along with all training and support documentation.

National claims via CQRS run in the same way as they do now. All national schemes (QOF) will continue to be managed via the CQRS National system and process.

CQRS Local differs because it’s a new product which has been developed to provide support in the management of Local Incentive Schemes. The Local system is hosted on innovative technology, meaning that the limit on the number of schemes offered can be increased.

We are a one-step claim approving practice. Can we change our mind and become a two-step approving practice at any time?

Yes. You will need to contact your commissioning organisation, via email with this request. This can be done vice-versa as well.

We are a one-step claim approving practice. As a practice manager, why am I unable to approve new users who require system access at my practice? How can I control who has access?

One-step claim approving practices don’t have a provider approver who would usually approve access for staff members (two-step practices do have permissions to approve). Therefore, each user access request goes to the commissioning organisation to approve. It is recommended that the Practice Manager asks all staff members to obtain their permission prior to requesting system access.

Can we use a generic/shared email address when requesting a CQRS Local account?

No. This is not permitted as it goes against cyber security policies and would hinder any auditing which may be undertaken. Commissioning organisations are requested to decline such account requests. Each account must have the user’s full name and email address.

What do I do if I have forgotten my CQRS Local password?

If you have forgotten your password, click on the Forgotten Password link which is located on the CQRS Local log-in screen. Enter the email address that your account was registered with and click on the submit button and follow the instructions.

I have forgotten my user name. How do I find out what this is?

Your username is always your email address. Please speak with your manager if you need to be reminded what your email address is.

Can I have access to more than one organisation? If so how do I go about doing this?

Yes. Click on the following link for instructions – it is located under Requesting Access / Approving Access.

I have locked my CQRS Local account. What do I do to get back in again?

You will need to call the CQRS support service desk on telephone: 0330 124 4039 or email: support@cqrs.co.uk

We have a new member of staff starting with us soon. Are there user guides or tutorials for them to gain some system knowledge?

Yes. The CQRS Local team have created a guide and video tutorials to aid learning. These can be located at: https://academy.midlandsandlancashirecsu.nhs.uk/cqrs-local-training1

Is there a size limit to uploading any supporting evidence?

The limit is currently set at 5 MB.

If I submit a claim and realise later that I have submitted incorrect values, what can I do?

Contact your commissioning organisation in the first instance. They will decline the claim which will automatically be returned to you. You will then be able to edit the claim and re-submit.

Can I upload more than one evidence document?

Yes. You can attach multiple documents providing these are a valid file type which are: .docs, xlsx, .doc,.xls, odf and pdf.

I’m not sure about fully implementing CQRS Local in our area. Can we run a pilot?

We understand moving from existing paper or electronic systems to a new web-based system can be daunting. We recommend ICBs undertake a pilot within their area which will help both commissioners and primary care providers experience the new system and the benefits it can bring to streamlining claims management. Contact the team to request a demo and pilot.

How many commissioners are using CQRS Local?

At the end of 2023, there were 19 ICBs in England using CQRS Local including 40 sub locations, and 2,897 active users in total.

Can we speak to an ICB who is using CQRS Local to understand their experience of using the system?

Yes, we can share details of commissioners who have onboarded with CQRS Local. You can also read some of our case studies.

If you would like to book a demo, please email our Training and Implementation Lead, David O’Brien: david.obrien4@nhs.net