Capita

Department of Health written question – answered at on 15 September 2017.

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Photo of Clive Efford Clive Efford Labour, Eltham

To ask the Secretary of State for Health, what assessment he has made of the performance of the primary care support services contract since it was taken over by Capita; and if he will make a statement.

Photo of Clive Efford Clive Efford Labour, Eltham

To ask the Secretary of State for Health, what assessment he has made of the risk to patients caused by delays to the transfer of patient records to GPs under the primary care support services contract; and if he will make a statement.

Photo of Clive Efford Clive Efford Labour, Eltham

To ask the Secretary of State for Health, how many and what proportion of patients' records formerly held by Henley Cross GP practice in Tudway Road, Greenwich have yet to be delivered to new GP practices since it closed in February 2017; and if he will make a statement.

Photo of Clive Efford Clive Efford Labour, Eltham

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.

Photo of Steve Brine Steve Brine The Parliamentary Under-Secretary of State for Health

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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