Capita: Primary Health Care

(asked on 5th September 2016) - View Source

Question to the Department of Health and Social Care:

To ask the Secretary of State for Health, what assessment he has made of the performance of Capita in delivering primary care support.


Answered by
 Portrait
David Mowat
This question was answered on 8th September 2016

NHS England recognises that there have been transition issues following the transfer of primary care support services to Capita. NHS England is working together with Capita to resolve these issues.

NHS England has established a dedicated service management team, and regular monthly oversight and management processes to oversee Capita’s operational performance and the transformational changes to the service. These include monthly Board meetings, chaired by a National Director, to review and hold Capita to account for operational performance and their transformation plans.

NHS England’s scrutiny of Capita is underpinned by a number of robust contractual mechanisms designed to ensure that primary care support services are delivered in line with expectations. These include financial service credits where agreed performance targets across the service are not achieved. There are also mechanisms to monitor and ensure compliance with information governance requirements, a six-monthly user satisfaction survey, and an annual external audit of the services.

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