PCSE Logo
NHS Logo

Easy steps to moving medical records without labels (current process for all practices outside of  the West Yorkshire pilot)

A new records movement service is being introduced in phases. This new service is currently being tested in West Yorkshire and will be introduced carefully nationally, to ensure it delivers the expected benefits without service disruption.

If you are in the West Yorkshire pilot area, steps on how to move your medical records can be found here.

PCSE has produced a range of materials to help practices transition to the new medical records movement service. The following materials can be downloaded below:


• A special bulletin, outlining how and when the new service will be roll-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 

Urgent Records Request Form

If you have an urgent clinical need to access information in a medical record, PCSE can facilitate contact between you and a patient’s previous GP, to ensure the details needed get to the relevant clinician in good time. You will need to download the urgent record request form, complete it electronically and send it to PCSE.enquiries@nhs.net putting ‘Urgent record request’ in the email subject line.

If you have an enquiry regarding GP records, please email pcse.enquiries@nhs.net and put 'GP records' in the email subject line, or complete the form on the contact us page.

4 easy steps to moving medical records

The current medical records movement process

1

Step One – Receive a request

Requests for patient records will come through your practice’s existing clinical system.

2

Step Two – Place the record in the bag

Records need to be placed individually into shipping bags.

Shipping bags can be ordered from the supplies section of the PCSE portal.  If you need support with accessing or using the portal, see the detailed help section on our website, or contact us.

3

Step Three – Leave the record for collection

Records will be collected by CitySprint on your weekly collections / delivery day.

4

Step Four – Records are processed

Records are processed at a central PCSE office, where they are labelled and forwarded securely to their end destination. 

FAQs

For further FAQs, visit our help page.

How should my practice redirect confidential patient information?

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.

What do I do with the bag once I have removed the record from it?

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

How do I order an urgent medical record?

If you have an urgent clinical need to access information in a medical record, PCSE can facilitate contact between you and a patient’s previous GP, to ensure the details needed get to the relevant clinician in good time.

You will need to download and complete the urgent records request form, and send it to PCSE.enquiries@nhs.net putting ‘Urgent record request’ in the email subject line.

What do I do if I receive a record I was not expecting

If your practice receives a record you were not expecting, please retain the shipping bag, contact the Customer Support Centre on 0333 014 2884 and select the ‘Medical Records’ option. We will then provide guidance on what to do next.

Can I track my records?

Requests for patients’ records come through your practice’s existing clinical system as they do now, and there’s no change in the process you use for requesting records.  The new service that NHSE England asked PCSE to introduce is integrated directly into the SPINE and doesn’t use the NHAIS system (Exeter) to track records. This means you won’t receive a notification flag from your local system to alert you that the records are on the way. You will be able to track the movement of records when the new service is introduced across England.

How do I send temporary residence forms (also known as GMS3 forms)?

Temporary resident forms can be scanned and uploaded to the records section of the portal 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 the portal and send the forms in shipping bags. To order a label please:

  1. Login to the portal
  2. Click ‘Records’ on the menu bar and then select ‘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.

 

How do we order more shipping bags?

You can order more shipping bags in the Supplies section of the portal.

How many times per week will CitySprint be collecting and delivering?

Your CitySprint collection / delivery will be once a week from / to your practice. All practices should be getting a weekly collection service, with the number of records delivered increasing towards usual levels.

You can view which day CitySprint will collect / deliver to your Main Practice on the portal homepage.

If you’ve not had a collection of records from CitySprint, or if you’re experiencing an irregular service, please contact us.

We are a branch practice.  Do we get a collections / delivery service?

Branch practices that have requested a separate service have been added to the weekly CitySprint records collection routes. Whilst we can collect from branch practices, delivery of records will be to your main practice only.

We want to change the address patient records are delivered, how can we do that?

Whilst we can collect from branch practices, delivery of records will be to your main practice only.