Justin Madders – 2016 Parliamentary Question to the Department of Health

The below Parliamentary question was asked by Justin Madders on 2016-09-05.

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

David Mowat

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.