New Privatised Records System Prompts 100 Complaints

The NHS has received over 100 official complaints about the new privatised patient records service in its first year.

This revelation came from official government figures released by primary care minister David Mowat.

And there is concern that primary care is declining after support services were assumed by new contractor Capita.

The outsourcing firm has already been strongly criticised by GP organisations for what are perceived to be numerous failings.

Capita took over running of the newly centralised back office functions from March 2016, including patient record transfer delays and late payments for trainee reimbursements.

And there have been 103 complaints regarding record transfers since this date.

A spokesman for Capita defended the record of the company.

“Every week we securely deliver an average of average 100,000 medical records in a timely manner and for the first time ever we expect every record in every local area to be delivered in a sealed bag. We continuously review and monitor feedback from users so we and NHS England can be confident that our processes are working effectively for GP practices.”

The spokesman also outlined new procedures that Capita have put in place to improve the situation.

“We’ve recently introduced new routes, and we are also working closely with practices and NHS England storage sites as the process is dependent on GPs releasing medical records to us for transfer, and on these third parties. PCSE is contacting practices where the medical record has yet to be released by the previous GP, to help expedite the movement of records.”

An NHS England spokesperson commented on the figures.

“NHS England has received 103 complaints concerning Primary Care Services England, which make reference to the transfer of patient records, since 1 September 2015. It’s no secret that there have been problems relating to the Capita contract so we are continuing to monitor, review progress and investigate issues raised by users.”

And went on to reassure the public that action will be taken to improve the situation.

“We want to ensure GPs can focus on patient care and we acknowledge that Capita’s provision of a number of support services for GP practices does not reflect the standard we expect. We are now working more closely with Capita to ensure that urgent and immediate improvements are made and this has included embedding a team of NHS England experts alongside Capita to more quickly identify and rapidly resolve issues. Capita has assured us they recognise the scale of the shortfalls, and are committed to resolving them as quickly as possible.”

Capita had total revenue of £4.6 billion in 2015.


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