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Bagging and labelling records

Please click here to read the record movement process

There are three shipping bag sizes available to accommodate the different sizes of medical records you handle. There are three bag sizes:  A2, A3, and A4.  Bags can be ordered through the PCSE Online.

Yes. Bags are made from recycled materials. Once you have removed the contents, the bag should be turned inside out and placed in the recycling.

Each patient record must go into individual shipping bags with the corresponding label attached to the bag. If the record does not fit into one bag, you can split the records between multiple bags and order additional labels via the PCSE Online. Please see I only have one label and the record doesn’t fit into one bag.

CitySprint will collect the individually bagged patient records on your weekly delivery day. You can view which day CitySprint will collect / deliver to your Practice on the PCSE Online homepage.

If the record cannot fit into one bag, please split the record between multiple bags. You will need to order more labels for the additional bags which can be done via the portal by following these steps.

  1. Log onto the PCSE Online and go to the Records section
  2. Go to Records out and click on the individual patient record you need to order a duplicate label for
  3. A pop up screen should appear where you can select the number of additional labels you require. Select the number and click
  4. Your labels will arrive with your next courier delivery

If you need to order duplicate tracking labels, you can do this via the PCSE Online by following the instructions.

  1. Log onto the PCSE Online and go to the Records section
  2. Go to Records out and click on the individual patient record you need to order a duplicate label for
  3. A pop up screen should appear where you can select the number of additional labels you require. Select the number and click
  4. Your labels will arrive with your next courier delivery

You can order more shipping bags via the Supplies section of PCSE Online by following these steps:

  1. Log onto the PCSE Online and go to to the supplies section
  2. Browse the catalogue or search for records bags
  3. Select the size and quantity you require and add to your basket. The product codes are:
  • CSA2 – Extra Large Bags
  • CSA3 – Large Bags
  • CSA4 – Regular Bags
  1. Submit your order
  2. Your bags will be delivered with your next courier delivery

Bags are made from recycled materials. Once you have removed the contents, the bag should be turned inside out and placed in the recycling.

If the record in the bag does not match the tracking label attached to it, please open the bag and remove the record. The bag can now be disposed of. You will need to order a new tracking label from the PCSE Online for the patient record. You can do this via the portal by following the instructions.

  1. Log onto the PCSE Online and go to the Records section
  2. Go to Records out and click on the individual patient record you need to order a duplicate label for
  3. A pop up screen should appear where you can select the number of additional labels you require. Select the number and click
  4. Your labels will arrive with your next courier delivery.

A bag with multiple labels attached will not be accepted by CitySprint as it does not follow the secure process. Please remove the records and dispose of the bag. You can order new labels via PCSE Online by following these steps:

  1. Log onto the PCSE Online and go to the Records section
  2. Go to Records out and click on the individual patient record you need to order a duplicate label for
  3. A pop up screen should appear where you can select the number of additional labels you require. Select the number and click
  4. Your labels will arrive with your next courier delivery

If you need to order duplicate tracking labels, you can do this via PCSE Online by following the instructions.

  1. Log onto the PCSE Online and go to the Records section
  2. Go to Records out and click on the individual patient record you need to order a duplicate label for
  3. A pop up screen should appear where you can select the number of additional labels you require. Select the number and click

Your labels will arrive with via your courier in due course.

Yes. If you can still attach the label to the bag, please try to use it. CitySprint will try to collect and scan the record. If they cannot scan it, they manual enter the long number on the label.

The left-hand label contains updated patient information. This label should be affixed to the front of the medical record if the patient's details have changed, or disposed of securely if not. Please do not affix the left-hand label to the shipping bag. If this happens, CitySprint will not be able to accept the record. Unless you have confirmation that the GP to GP transfer has been successful, you should print out a full copy of the patient's electronic record and include in the patient's medical record envelope.

If you receive a record for a patient who is not registered at your practice, you can request a movement for these via PCSE Online. Please go to the ‘Request movement’ section of PCSE Online and complete the information required. A label for the record movement will be delivered on your usual courier visit.

If you have a record or additional notes for a patient who is no longer registered at your practice, you can request a movement for these via PCSE Online. Please go to the ‘Request movement’ section of PCSE Online and complete the information required. A label for the record/additional notes movement will be delivered on your usual courier visit.

The majority of archived paper medical records are still located in legacy storage sites arranged by NHS England. PCSE relies on these third party storage sites to return files in a timely manner, and NHS England is looking at how to improve PCSE’s access to them.

There are circumstances where a tracking label could be generated and delivered to a practice where the full medical record is not held, for example if a patient registers at two practices in very quick succession. If you receive a label you are not expecting, please retain the label and contact the PCSE Customer Support Centre on 0333 014 2884. Select the ‘Medical Records’ option and we will provide guidance on what to do next. If you have any paperwork relating to the short period when the patient was registered at your practice, our agents will also advise on what to do with these.