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Outstanding Medical Records FAQs

What do I do if I receive a label(s) for records that I have already sent?
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.
 
I have received the labels, now what do I do?
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
 
What do I do if I have records I am waiting to send, but haven’t received a label for?
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.

What do I do if I receive labels for records my practice has requested, but never received?
Please log the details of these records on the template available here. Once complete please email the document to us at pcse.enquiries@nhs.net, putting OSMR in the email subject box.
 
What do I do if I receive labels for a patient(s) never registered at my surgery?
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

I have received labels for a patient(s) still registered at my surgery
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

What do I do if I receive a label for a record which is lost or irretrievably damaged
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.
 
What do I do if we receive a label for a record we still need?
Please hold on to the label and use it to transfer the record to us as soon as you are finished with it.