NHS England fingered over failure to forward patient correspondence

06 June 2018 – The Register

NHS England is at fault for a backlog of 374,000 items of undelivered clinical correspondence following a move to Capita’s Primary Care Services contract, as concluded by the Public Accounts Committee.

Previously GPs forwarded clinical correspondence to local primary care services centres, but that practice was stopped by NHS England months before the Capita contract started. However, a proportion of GPs erroneously continued to do so after the contract was outsourced to Capita.

However, as the Capita contract did not include redirecting correspondence, all material arriving at Capita was stored, but not processed.

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