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How to move medical records with labels

PCSE has produced a range of materials to help practices understand the processes for sending and receiving medical records. The following materials can be downloaded below:

• A special bulletin, outlining how and when the new service will be rolled-out nationally
• A detailed instructions guide for sending and receiving records, plus submitting temporary resident (GMS3) forms
• Record packing instructions
• Checklist for sending out records
• Video guides 

A frequently asked questions flyer is also available here.

5 easy steps to moving medical records

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Step One – Receive a request

Requests for patients’ records will come through your practice’s existing clinical system. The new process generates a tracking label for you bearing all the appropriate patient details. You won’t need to print this out as all the labels are handled by a centralised printing office and they’ll arrive with your weekly CitySprint collection / delivery.

All you need to do is locate the record in your own files and hold onto it until the label arrives.

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Step Two – Match the label to the record

When the label arrives, match it to the appropriate record. Put the record in a shipping bag (there are three sizes so you can choose the most appropriate for the record).

If the record is big and won’t fit in one large bag, you can use several bags and order additional tracking labels using PCSE Online.

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Step Three – Attach the label

Every shipping bag has a box printed on it that says “NHS Staff Affix Address Label Here”. that’s where the  right-hand tracking label goes. Don’t place it anywhere else or put any other form of post in the shipping bags (the records will now go directly to the receiving practice).

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Step Four – Leave the record for delivery

Records will be picked up on your next CitySprint collection / delivery day.

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Step Five – Using PCSE Online

You don’t need to use PCSE Online to respond to a normal record request. Unless you need to order a new tracking label, all the steps above can be done without it. However, it does offer some extra useful services.

  • Track the status of your inbound records without having to call up
  • View a list of outbound record requests so you can see what records you need to prepare
  • Order additional tracking labels for big records, or if your label has been damaged
  • Order additional shipping bags when you start to run low
  • Move a record or notes you don't have a label for using the 'Request movement' section

Important Update

Over the last year, some practices have reported that they have not received medical records they were expecting. Following a detailed analysis, it was found that the largest proportion of records were still with the previous GP practice where the patient had been registered.

In order to move these outstanding records from previous to new practices, PCSE will soon be delivering tracking labels for medical records held at practices where the patient is no longer registered.

Practices in phases one and two, using the new records movement service will start to receive labels for outstanding records between November 2017 and January 2018.

Practices that do not yet use the new service will receive labels for outstanding records after they start to use the new service.

Further information is being provided to practices individually by email. We thank you for your continued cooperation with this.

For FAQs regarding this please click here

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FAQs

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.

If a tracking label is lost or damaged, or if you require additional labels to spread a patient’s records across multiple shipping bags, you can request them on PCSE Online. In the ‘records out’ section, click on the ‘ID’ number for the movement. A pop-up box will appear and you can then request the additional labels.

Records movement and PCSE Online

Yes, you should still make a deduction request for a patient as you did before.

When medical records are being delivered to your practice by CitySprint, you will no longer receive a notification flag from your local system to alert you that the records are on the way. NHAIS will no longer be updated to track records movements, and they therefore won’t be updated on your system. You will still need to edit the medical record status on your system to Received when they have been delivered.

When we roll out our new collection and delivery network, you’ll see this information in the Records section of our PCSE Online – this will give you the current record status (Requested, In Progress, Ready for Collection, Collected, Delivered) of all your record movements. Medical records will be scanned by CitySprint on collection and delivery to update the information in the portal and track the movement.

New registrants include babies, patients recently arrived from overseas and any other patients who have an NHS number allocated for the first time at the point of registration.

All new registrants to the NHS will be issued a new Lloyd George envelope that will be sent to the GP with whom they registered. This will arrive on your usual weekly courier delivery that delivers and picks up your records requested for movement / transfer.

PCSE will then send a new registration letter directly to the patient’s home address.

Replacement registration letters or medical cards are not provided. If a patient needs their NHS number, they can get this from their current GP.

It is likely that the change is still being processed on our system, through SPINE. It can take some time for the change to be validated, so please wait a few days and check the system again. If it is still not visible, then please contact us.

When a record has been delivered to you, it is removed from PCSE Online system. If the record has not been delivered to you, please contact us to investigate this for you.

You may have a received a deduction for this patient because they have registered with another GP Practice shortly after registering with your Practice.

To request an urgent medical record, click here and complete the details requested via our online form.

When an urgent medical record has been successfully submitted, you will receive an email notification confirming that the request has been received. The email will contain a case reference number which can be used to follow up on the case if required.

Please note that only contacts registered with PCSE will be able to submit urgent medical record requests using the new form. In order to become a registered contact, the main contact we hold for your organisation can register you on PCSE Online via the ‘User Management’ section. Further information about becoming a registered contact with PCSE can be found here.

You should only use this form if your request is clinically urgent, or if the request is in relation to adoption; gender re-assignment; witness protection; or a safeguarding investigation.

PCSE will then arrange for the patient’s previous GP to fax or email the clinically urgent information to your practice. For information governance reasons, we can only accept and send emails containing patient information from nhs.net email accounts. We will also ask the practice to release the paper medical record in their next CitySprint collection.

Please note, this urgent request process doesn’t necessarily accelerate the time it will take to move the paper record.

If you have any queries on this new process, please contact us via the online enquiries form. Select ‘Medical record movement’ and complete the details requested.

We do not have access to patient summary sheets or medical information so are unable to assist with this issue.

You do not need to order labels when a deduction request is received. Labels will be generated automatically when the patient is registered with a new GP Practice and a label will be delivered to you via CitySprint with your usual records delivery.

What do the tracking statuses mean?

For ‘Records In’ the definitions are as follow:

  • Requested: PCSE has been notified of new patient registration at your practice
  • In progress: A tracking label has been printed and is on its way to the practice currently holding the record.
  • Pending validation or pending further investigation: PCSE has been notified of a new patient registration at your practice. This movement request requires further investigation before it can be approved and a tracking label created.
  • Collected: The record has been collected by CitySprint and is on its way to you.
  • Delivered: The record has been delivered to your practice. Please note, once CitySprint has scanned the record on delivery to your practice, the record will no longer show on your ‘Records in’ page on PCSE Online. You can still see a list of all records delivered to your practice by clicking on the Status column in your records in page and selecting ‘delivered.’ If for any reason the status has not updated to delivered, it is possible to change this yourself on PCSE Online. To do this, please go to the records in page on PCSE Online, click on the ID number link for the movement and click on ‘In Storage at GP Practice’.

For records out, the definitions are as follows:

  • New request: PCSE has been notified of the deduction at your practice.
  • Transit label ready: A tracking label has been created and has been sent to print.
  • Transit label printed: A tracking label has been printed and is on its way to your practice via your CitySprint delivery.
  • Collected: The record has been collected from your practice by CitySprint.
  • Delivered: The record has been delivered to the destination practice. Please note, once CitySprint has scanned the record on delivery to the receiving practice, the record will no longer show on your ‘Records out’ page on PCSE Online.

The new records movement process doesn’t use the NHAIS system (Exeter) to track records. This means that you will no longer receive a notification flag on your practice’s clinical system to alert you when records are on the way. Records can only be tracked on PCSE Online, however it will only show a full picture of all records movements once the new records movement service has been rolled out to all practices nationally.

Other post

All practices have been provided with new shipping bags to use for transporting medical records. These bags should only be used for medical records.

Redirecting confidential patient information:  From May 2015, PCSE sites stopped redirecting confidential patient information on behalf of GP practices, as this process did not comply with NHS England information governance or current legislation.  Your practice should mark envelopes ‘return to sender’ and send the information back (in bulk/ batches if necessary) to the provider who sent it initially.

Paper screening documentation (‘Ceasing forms’ for women who wish to withdraw from the screening programme): These can be scanned and emailed, or posted PCSE. See our Contact Us page.

GMS3 forms can be scanned and uploaded to the records section of PCSE Online by selecting ‘GMS3 Form Submission’ on the screen header. The upload facility is on the left hand side of the page.  Please ensure all sides of the form are scanned, save the image as a pdf and upload each patient as a separate file.

Alternatively, you can request a label for GMS3 forms through PCSE Online and send the forms in shipping bags. To order a label please:

  1. Login to PCSE Online
  2. Click ‘Records’ on the menu bar and then click ‘GMS3 forms’.
  3. On the right hand side, there will be a box called ‘Courier Collection’.
  4. Select how many labels you would like by using the plus and minus buttons (just one label is needed per shipping bag but you can put multiple GMS3 forms into one bag).
  5. Click the ‘Request transit label(s)’ button.

The label(s) will then be delivered to you on your next CitySprint visit.

From May 2015, PCSE sites were required to stop redirecting confidential patient information on behalf of GP practices, as this process did not comply with NHS England information governance or current legislation.  Your practice should mark envelopes ‘return to sender’ and send the information back (in bulk/ batches if necessary) to the provider who sent it initially. NHS England confirmed this process in a letter to GP Practices in May 2015.  Please click here to view this information.

CitySprint collection / delivery

CitySprint perform weekly collection and  deliveries to all practices. It is likely that they will collect the records during the next scheduled visit. If CitySprint do not arrive on the next scheduled collection / delivery date, please contact us.

There may be a number of reasons why CitySprint will not collect a record. Please ensure that:

  1. You have attached the correct, barcoded label to the shipping bag – you must not attach the left-hand shipping label that says ‘Affix to the medical record envelope if patient's details have changed'. If you have attached the wrong label to the bag, please attach the correct barcoded label on top.
  2. The bag is faulty – If the bag is faulty, remove the record and place it in a new shipping bag. If you have already attached the label to the faulty bag, dispose of it and order a new label via PCSE Online by following the instructions below:
    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
  3. If it is for any other reason, then please contact us.

PCSE are only able to deliver and collect from your Main Practice location. We are unable to deliver and collect records from a provider (for example a provider of off-site storage).

Temporary patients

GMS3 forms can be scanned and uploaded to the records section of the PCSE Online by selecting ‘Submit GMS3 Forms’ on the screen header. The upload facility is on the left-hand side of the page.  Please ensure all sides of the form are scanned. Save each patient form as a separate PDF file and include the patient's name in the file name.

Alternatively, if you don't have any scanning facilities, you can request a label for GMS3 forms through the records section of the PCSE Online and send the forms in shipping bags. To order a label please:

  1. Login to the PCSE Online
  2. Click ‘Records’ on the menu bar and then click ‘Submit GMS3 forms’.
  3. On the right-hand side, there will be a box called ‘CitySprint collection’.
  4. Select how many labels you would like by using the plus and minus buttons (just one label is needed per shipping bag but you can put multiple GMS3 forms into one bag).
  5. Click the ‘Request tracking label(s)’ button.

The label(s) will then be delivered to you on your usual CitySprint visit.

If you are struggling to scan your GMS3 form to PCSE Online, you could be experiencing connectivity issues. Please check a website such as bbc.co.uk to test your internet connection. If you are still experiencing issues, you can request a transit label via the PCSE Online and send your forms in a shipping bag with the label attached via CItySprint. To order a transit label follow these steps:

  1. Log onto the PCSE Online and go to the Records section
  2. Select GMS3
  3. Select the number of labels you require and click Request

The label will arrive with your next CitySprint collection / delivery

Information requests

Please contact us on pcse.accessrequests@nhs.net or by phone on 0333 014 2884. They will be able to assist you with access request queries.

To enquire about subject access requests, please contact us on pcse.accessrequests@nhs.net or by phone on 0333 014 2884. They will be able to assist you with access request queries.

The access request has been sent to you as you are the last known GP Practice the patient was registered to. Please contact NHS England if you have any further queries regarding your role in an Access to Medical Records Request.

To enquire about Subject Access Requests, please contact pcse.accessrequests@nhs.net or phone 0333 014 2884 who will be able to assist with your query.

PCSE use the provided form for a Subject Access Request to ensure that all required information is collected. This also reduces the risk of any initial issues and speeds up the process for the applicant.

Please contact us on pcse.accessrequests@nhs.net or by phone on 0333 014 2884. They will be able to assist you with access request queries.

For hospital health records, please contact the records manager or patient services manager at the relevant hospital trust. You can find a list of hospital trusts on the NHS Choices website.

The information you have received is what an NHS England Medical Advisor has deemed appropriate to disclose with regards to your information.

If you wish to speak to someone regarding this, please contact: pcse.accessrequests@nhs.net, or phone 0333 014 2884.

To download an overview of the access to health record process, please click here.

Outstanding medical records (OSMR) project

Over the last year, some practices have reported that they have not received medical records they were expecting. Following a detailed analysis, it was found that the largest proportion of records were still with the previous GP practice where the patient had been registered.

In order to move these outstanding records from previous to new practices, PCSE has been running a national project which involves delivering tracking labels for medical records held at practices where the patient is no longer registered.

Further information has been provided to practices individually by email. Emails were sent to the main contact we hold for each practice.

For FAQs regarding this please click here

If you have already released the records to PCSE via CitySprint, please dispose of the labels securely, then please notify us of these records by logging the details on the template you can download here. Once complete, please email the document to us at pcse.enquiries@nhs.net, putting OSMR in the email subject box.


Please follow the normal process for moving medical records. You will need to:

  • Match the details from the left-hand label with the appropriate medical record
  • Pack each medical record separately in individual shipping bags
  • Affix each right-hand label to the front of the relevant shipping bag
  • Leave for CitySprint to collect on the next collection/delivery day.

Videos and more detailed instructions and FAQs available here

Please allow up to three weeks for the delivery of a label for a record requested from your practice. If the record was deducted more than three weeks ago, you can order a new label on PCSE Online.
 
You will need to:

  • Log in to PCSE Online
  • Go to the records section, and click on ‘Records out’
  • Locate the record within the list and click on the ID number
  • A pop up box will appear. Select the number of labels you require for that particular record (large records may need to be spread across multiple bags and will therefore require a label per bag)
  • Click on ‘Request labels’
  • The label(s) for that record will be delivered on your next CitySprint collection and delivery day.

If the record is not listed within your ‘Records out’ section on PCSE Online, you will need to:

  • Go to the records section and click on ‘Request movement’
  • Complete the information requested
  • The label for the record requested will be delivered on your next CitySprint collection and delivery day.

Please log the details of these records on the OSMR template available here. Once complete please email the document to us at pcse.enquiries@nhs.net, putting OSMR in the email subject box.

Please click here and let us know by completing the enquiry form, selecting Other as the enquiry type. In the subject box please put "OSMR registration query" and in your message please state that you have received labels for a patient never registered at your surgery. Please ensure you include:

  • Surgery name
  • Your name
  • Your telephone number
  • Patient name
  • Patient NHS number

Please click here and let us know by completing the enquiry form, selecting Other as the enquiry type. In the subject box please put "OSMR registration query" and in your message please state that you have received labels for a patient(s) still registered at your surgery. Please ensure you include:

  • Surgery name
  • Your name
  • Your telephone number
  • Patient name
  • Patient NHS number

The record can be recreated by using a blank Lloyd George/medical record envelope (FP5B and FP6B) which are available to order via the supplies section of PCSE Online. These are sent in packs of 125, with a maximum of 2 packs per order.

The left hand of the transit label which contains patient name, date of birth & NHS number sent with each request. This can be affixed to the Lloyd George/medical record envelope.

If no GP to GP transfer has taken place the electronic reprint should be placed in the medical record envelope. Each medical record envelope should also have a letter to confirm that the previous historical paper records were destroyed/damaged.

Please hold on to the label and use it to transfer the record to us as soon as you are finished with it.

GP2GP electronic record transfer

GP2GP allows patients' electronic health records to be transferred directly, securely, and quickly between their old and new practices, when they change GPs. This improves patient care by making full and detailed medical records available to practices, for a new patient's first and later consultations.

The service is managed by NHS Digital. Further information can be accessed on their website here.

An NHS Digital guide is also available to download here. The guide covers:

  • Benefits of using GP2GP
  • Staff roles and responsibilities
  • Registration and requesting the electronic record
  • Integrating the received record
  • Checks, actions, and summarising
  • Allergies, adverse reaction, inbound medications
  • Why didn’t I receive an electronic health record?
  • Can I integrate returning patient’s records?
  • What do I print for leaving patients?

 

 

General record movement queries

Practices should use the new ‘Request Movement’ area of PCSE Online to request the movement of:

  1. Records for patients no longer registered at your practice
  2. Additional notes for a record you have already returned
  3. A record you were not expecting

You’ll be asked to enter the patient’s NHS number on PCSE Online. CitySprint will deliver a tracking label for the record movement with your usual records collections and delivery. You can then put the record in a shipping bag, affix the label, and leave for CitySprint to collect.