What are the timescales to resolve a confusion?

Typical resolution time: 10 weeks. However, this is largely dependent on the National Back Office’s (NBO) timelines and the speed of responses from practices involved.

The process involves multiple steps and third parties: 

• PCSE will need to contact all the practices involved in the confusion and await a response from them.
• In order to confirm the correct information practice(s) may be required to contact their patient directly.
• Once PCSE are satisfied enough information has been gathered a case is logged with the NBO to resolve the confusion on the PDS (Spine).
• The NBO may need to contact the Home Office to verify information if the confusion involves an immigrant patient.
• The NBO investigates and corrects the PDS (Spine) for all patients involved and notifies PCSE.
• PCSE will contact all practices involved with a request to examine and correct the patient records. There may also be a request to re-register the patient or register the patient with a new NHS number.