Summary: Leaving a GP practice can lead to delays in a patientās care, and it is not uncommon for patients not to realise they are leaving their GP permanently. It is our duty to ensure patients are sure about their decision. We must contact each patient to confirm their decision, address their concerns, and explain the removal process.
Whoās it for: Reception team and Reception Leads
Receiving a deduction
Deductions can be received due to moving practice, moving abroad, or because the patient has died.
If the deduction is because they are moving practice, call the patient:
- Open the āPatient Leavingā Template on EMIS & record the call outcome
- Ask the patient if they intended to register elsewhere permanently, and ensure they are aware that they will no longer be able to access our services without re-registering (This can sometimes occur when they are attempting to register as a temporary patient elsewhere)
If they intended to leave
- Ask the patient if there was a particular reason they were planning to move
- Remind the patient that all future appointments will be cancelled
- Explain that their medical records will be moved to their new practice, but they may take some time to process them. If they have any concerns, ask them to contact their new practice.
If you are unable to get through over the phone use accurx āDeduction Received, Can't contact to check intentionsā
If they didnāt plan to leave
- Save the template to their EMIS record
- Open the deductions page in Workflow, select the patientās deduction, and click āre-registerā in the top ribbon
- Complete the pop-up registration forms
- If they were attempting to register as a temporary patient with another practice, advise them to contact the other surgery and tell them they want to register as a temporary patient (as so not to send a deduction)
After calling
- Check for any pending tasks, and ensure they are addressed
- Accept the deduction on EMIS, and this will be updated on PCSE Online
- Cancel all future appointments
- The FP22 Labels will be automatically ordered, and will arrive in the next Citysprint delivery (This wonāt happen for patients who were born or entered into the NHS after January 2021, as they would never have had a Lloyd George)
Weāll wait until Citysprint delivers the FP22 before moving their records
When calling, ensure you confirm identity, and ensure they know the call is being recorded (See )
Moving medical records
Once the FP22 has arrived:
- Attach the right-hand tracking label to a new shipping bag (Each patient should have one bag each)
- Attach the left-hand identity label to a new Lloyd George envelope, ensuring the correct gender is selected
- On EMIS, select the patient, and generate the āGP2GPā document (This explains why the physical copies of historical notes are not included)
- Place this document inside the Lloyd George and place into the matching identity label
- Store the shipping bag, ready for collection by Citysprint
ā£
Queries regarding Citysprint should be sent to PCSE. Unlike other deliveries, CitySprint do not need to scan a barcode.
Citysprint collection & delivery
Each site has a weekly collection & delivery by Citysprint
DF | Thursday |
LMC | Thursday |
Site | Weekday |
KH | Tuesday |
PR & MW | Wednesday |
NG | Thursday |
KF & SD | Thursday |
FP69s
An FP69 is a flag added by PCSE, when they believe a patient no longer lives at their registered address.
They set these flags as part of their data quality processes. For some groups, they are sent directly to us, whilst others are applied if they donāt respond to a letter that is sent to them.
- When the patient list arrives in EMIS, we must either update their address or confirm the patient is still living there
- We must contact the patient, and ask them if they have moved, and if they have, advise them to register with a practice close to their new address. If they havenāt, we should reject the FP69.
- After 6 months, without a response from us or the patient, they will be removed from the patient list and we will no longer receive funding for them
If you have any questions, ask one of your colleagues or the Reception Lead at your site