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Independents' Day

Capita reliant on temporary staff with some 'lacking basic computer skills'

Exclusive Capita primary care support centres are staffed by temporary agency staff on low wages, with some lacking basic computer skills, according to a whistleblower.

The information, passed to Pulse by a former employee, comes as GPs continue to experience problems with support services since NHS England outsourced the processes to Capita.

A person who used to work in an admin role in Capita’s primary care support team (PCSE) has told Pulse anonymously about a number of issues they came across during their time there - including one instance of a colleague accidentally deleting a file with 100 performers list applications.

Capita have said they 'do not recognise the allegations', and said they 'paint a wholly misleading picture of the culture, skills and attitude of our people'.

It comes as Capita has been under fire for its primary care support services since overhauling the services in March last year, with the GPC stating that it had been a 'chaotic mess'.

Covering a period during the autumn of 2016, the whistleblower outlined issues including lack of training, experience and knowledge among low-paid staff.

The former staff member told Pulse that:

  • Admin staff are hired in bulk by an external agency on a temporary contractual basis, and the attrition rate is high. Capita/PCSE spends an ‘incredible amount of man hours getting in new temps and trying to train them up’.
  • Admin staff are paid just 20p over minimum wage, at £7.50 per hour. Subsequently staff tend to have low levels of qualification, including some people without ‘even basic computer skills such as Excel and Word’, and a number are students looking for temporary income.
  • Most of the previous NHS staff working on primary care support were made redundant leaving ‘massive’ gaps in knowledge. Only one person was brought across who knew how to complete the full process required for registering GPs on the national performers list.
  • This led to a backlog and at one point there were 2,500 outstanding new national performers list applications, and ‘thousands’ more when including updates to details on the national performers lists. 
  • Management ‘were more concerned with how quickly you could shift the work out and spread it around to mask volumes, regardless of whether the work was actioned correctly or not’.
  • In one example, an employee accidentally deleted a file with over 100 performers list applications, without even noticing.
  • At one point in October ‘the generic PCSE Enquiries mailbox had emails unanswered from July’. The mailbox was ‘largely unmanned’ and some of the call centre staff ‘were absolutely clueless’.
  • There were cases where applicants had submitted their national performers list application in May/June/July, and ‘by October it had either been missed, misplaced, lost or just never actioned’.

This follows reported problems since March last year, resulting in huge backlogs of patient records movement, delays registering new GPs and missed payments.

A Capita spokesperson said: 'We take information governance very seriously and have an open and transparent reporting process in line with NHS England processes and procedures, and we do not recognise the allegations made about our work processes or attitude to information governance whatsoever. The robust and timely processing of Performer List applications remains a key priority for us and we are currently making enhancements to this process.

'The comments and conjecture that are allegedly attributed to an ex-employee do not accurately reflect the high standards that we expect, and paint a wholly misleading picture of the culture, skills and attitude of our people. All of our employees undertake thorough training in order to be efficient and effective in their specific service areas. We continually review our expertise and resource requirements to meet demand, employing people in a number of roles with different requirements across the country in which we pay comparable market rates.'

Support services disruption

Practices have been contending with significant disruption to payments, pensions, supplies and patient notes since Capita began overhauling services in March last year.

At the end of last year, the GPC warned that the service was still a ‘chaotic mess’ but practices have yet to be compensated for the disruption and additional workload they have suffered.

Last month, NHS England pledged that ‘significant improvements’ to general practice support services will be completed by April, as it seeks to return the services it outsourced last year to ‘acceptable’ levels.

But by then practices will have endured more than year of disruption, after Capita took over as NHS England’s national provider of primary care support in September 2015.

The move followed an NHS England cost-cutting drive where it slashed its £100m-a-year support services budget by 40% and has resulted in huge backlogs of patient records movement, delays registering new GPs and missed payments.

Readers' comments (14)

  • You couldnt make this up.Is this the model for the Tory privatization of the NHS.Be afraid be very afraid.

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  • Is anyone surprised? You get what you pay for and with private providers they have to pay shareholders.

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  • My recent experience with performers list illustrated every failing noted above and more. Useless

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  • Can't we just scrap performers lists? They seem to be causing more harm to patients than benefit and we already have GMC registration and licensing. Seriously what's the point?

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  • It's not such a surprise when it appears that most politicians appear to be lacking in most basic skills anyway!!

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  • Capita are beyond incompetent. I have tried to change my area team on Performer's List. They never acknowledge written or email correspondence and claimed never to have received anything from me. I phoned numerous times to try and resolve this and was given assurances that it was all in hand only to find nothing had be done several weeks later. I am now having the same problem with my pension. They are a disaster. Please record every interaction you have with them.

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  • AlanAlmond

    I moved area in November took the Capita office in Preston 12 months (that isn't a typo..yes it was 12 months) to process my performers list change . In fact it only happened after I contacted the BMA, by-passed Capita and got my new local appraisal team to help. My appraisal was delayed by 6 months as a result. Their phone is never answered and emails are ignored. Even post sent recorded delivery 'disappears'. If you do get someone they sound like they hardly know what a performers list it let alone why you might want to get on it. To cap it all I recently discovered the same office deals with my pension and they screwed that up too change of address details and opt out were never updated despite sending forms three times and sending me a letter confirming they received them. I thought I was living in some kind of personal Kafka like nightmare ..but it sounds like others were experiencing the same . Why hasn't anything been done to fix it? At one point I actually thought I'd have to give up medicine as I couldn't get on the performers list and would be struck off for not getting appraised ..all because I moved house. It would have been easier to emigrate to Australia ..genuinely. They are worse than crap.

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  • People are asking the wrong question here. It's not why was Capita given control but why on God's Earth do we need performers lists?

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  • I applied to get on performers list in July 2016, still waiting. Sent docs many times, no email or other acknowledgement from them. My friend who applied just after me has been told she never made the application. Everything the whistle-blower has said is correct. The service is poor.

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  • This is a national scandal.
    Capita/PCSE were not even replying to emails from their own Local Engagement Teams.
    I received an apology from NHSE and confirmation that Capita were not processing change of area notifications.

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  • This is the module operandi of these companies...

    It happens all over the place with these awful outsourcing companies and means a race to the bottom. The majority of the workforce get poorly paid, quality is poor and the few at the top get millions..

    It is coming to us next ...

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  • It took me 5 months to get out of the dead duck pension scheme. Capita were just incompetent. One of their office staff at Preston admitted that they had 'sacks of unopened mail in the back room' and she would ask someone to look through them to find my letter. Complaining to the 'Local Training Manager, National Engagement Team, Primary Care Support England'got it sorted in the end after I had exhausted all polite enquiries.

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  • It took Capita 7 months to process my application for the Performers list... From May to December 2016. So I guess my application was lost in that file that was deleted my mistake. None of my emails were ever answered and I got cut on the phone many times. It was a total nightmare.

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  • In June 2016 I changed practices and we are still waiting for my local codes from Capita 10 months later. We have submitted my personal data on 11 occasions to 8 different people at Capita. My practice manager has spent hours hanging on the phone. She has recorded details of every contact with them. On one occasion i was told the office dealing with these didn't have a phone or phone number. We are unable to remove patients from our list and now i am unable to fully electronically prescribe as i do not have a prescribing number. They are totally incompetent.

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