Capita: Primary Health Care

(asked on 7th September 2017) - View Source

Question to the Department of Health and Social Care:

To ask the Secretary of State for Health, how much has been paid out in compensation by Capita for a failure to meet its obligations under the contract for primary care support services; and if he will make a statement.


Answered by
Steve Brine Portrait
Steve Brine
This question was answered on 15th September 2017

NHS England recognises that there have been transition issues following the transfer of primary care support services to Capita. Over recent months, services have improved, as demonstrated through increased performance levels, reductions in outstanding issues and complaints, and improvements in customer satisfaction, as measured in the most recent user satisfaction survey.

The contract with 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.

NHS England advises that, following the closure of the Henley Cross GP practice, there were 3,800 paper medical records which were collected by Primary Care Support England (PCSE). 3,302 of these relate to patients who have re-registered with a new practice and these medical records have been sent to those practices. In line with delivery timescales, there are 435 records which PCSE is currently preparing for despatch following recent patient registrations at new general practitioner (GP) practices. The remaining 63 relate to patients who are yet to register with a GP practice and these are being held, in line with agreed processes, in PCSE’s storage facility.

Where a GP has an urgent clinical need to access information in a medical record, there is an established urgent request process in place, where PCSE will facilitate contact between current and previous GP practices to ensure the details get to the relevant clinician as a priority - within two working days.

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