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.
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.
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.
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).
Records will be picked up on your next CitySprint collection / delivery day.
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.
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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.
If you need to order duplicate tracking labels, you can do this via the PCSE Online by following the instructions.
You can order more shipping bags via the Supplies section of PCSE Online by following these steps:
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.
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:
If you need to order duplicate tracking labels, you can do this via PCSE Online by following the instructions.
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.
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.
As part of NHS England's push to digitise medical records the issuing of new medical record envelopes (Lloyd Georges) for patients registering with the NHS for the first time has now been ceased.
Any registrations processed after the 1st January 2021 for these groups will not be automatically issued with a physical medical record as previously occurred. Practices that are unable to scan notes onto an electronic record are still be able to order a Lloyd George for transferring records.
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.
You may have a received a deduction for this patient because they have registered with another GP Practice shortly after registering with your Practice.
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.
For ‘Records In’ the definitions are as follow:
For records out, the definitions are as follows:
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.
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:
The label(s) will then be delivered to you on your next CitySprint visit.
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:
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).
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:
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:
The label will arrive with your next CitySprint collection / delivery
Please contact us on email@example.com 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 firstname.lastname@example.org 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 email@example.com 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 firstname.lastname@example.org or by phone on 0333 014 2884. They will be able to assist you with access request queries.
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: email@example.com, or phone 0333 014 2884.
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 firstname.lastname@example.org, putting OSMR in the email subject box.
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 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: