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Practices left without prescription pads after problems with outsourced service


We had a LCM organised meeting with both Capita and NHS England on Monday this week (25/04/16). We expected answers and solutions but were met with people asking questions about what had gone wrong and promising to sort it out with conversations with various people. The pilot for the collection and delivery service of medical records only started on 6th April - despite them having the contract since November 15 - oh and for those practices that have let their medical records go with unbadged, no identification Citylink drivers - your deducted patient records are currently sitting in a warehouse somewhere in Preston with bob hope of getting to where they should be anytime soon. Practices in attendance reported shortages of essential stock and were advised to buy it themselves and claim it back - but then came to a stumbling block as to where to claim it back from! As per usual the whole system is a joke. On 1st April when the stock ordering system went live Capita were surprised that their telephone calls increased by 75% - apparently they thought they would just be able continue with their existing staff numbers?? And stock - well practices were advised not to order for the last two weeks of the previous contract and to wait for the new system. Unfortunately Capita were not aware that they really should have the stock in place and a method for delivery on the start date - apparently THEY HAD NO STOCK OF ANYTHING. At a recent locality meeting one practice reported that they ordered 300 vacationers and 17 days later received 3 - yes just 3!. I'm all for saving money and I am desperately hoping that the contract with Capita has stringent SLA's and penalty clauses as this contract is a certainty for bringing money back into the NHS!!

Posted date

28 Apr 2016

Posted time