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NEWS: Anger as new blunder sparks smear programme alarm

NHS England faced fresh calls last night to sack Capita from managing primary care services after the failure to send 48,000 letters related to cervical screening.

Previous investigations had found a few dozen letters about screening that had gone astray – but yesterday a widespread problem with the screening programme was revealed.

The letters were the initial invitation to an appointment or reminder letters- or in some cases were about test results, the British Medical Association revealed.

Practices have been placed on standby to help women concerned they might have missed screening information. NHS England has said it is seeking to contact all affected women.

The incident is the latest since Capita took over NHS England’s primary care support services.

The BMA says up to 48,000 letters were not sent. Capita says that 43,200 related to appointments and 4,508 results letters have been “delayed.”

Dr Richard Vautrey, chair of the BMA’s GP committee, said: “This is an incredibly serious situation, and it is frankly appalling that patients may now be at risk because of this gross error on the part of Capita. Some women will now be left extremely anxious because they have not received important correspondence, particularly letters about abnormal smear test results that need urgent follow up. This has been caused solely by Capita’s incompetence.

“Since it took responsibility for GP back room functions three years ago, Capita ‘s running of these services has been nothing short of shambolic and after repeated warnings from the BMA and government, this is now clear evidence that its failings have put patient safety – and possibly lives – at risk.

“It is ultimately NHS England that bears overall responsibility and it must now take this service back in-house.”

Royal College of GPs chair Professor Helen Stokes-Lampard said: “This error has put patients at risk, and it will undoubtedly cause women more anxiety. It is vital everything is done as a matter of urgency to rectify the situation, and ensure all affected women are informed – particularly those who have not received their test results.

“This is the second blunder of its kind this year, and we all need answers about why this has happened and assurance that it will not happen again.”

She added: “We will be asking NHS England to urgently and seriously review its contract with Capita – this is the latest in a long line of serious errors made by the company, and it is clear to us that they have not properly understood the scope or complexity of the work they have bid to do to support primary care.”

Capita last night described the problem as a “delay” in sending letters – but indicated a senior manager had been sacked as a result. It promised an independent audit of its processes.

A spokesperson said: “The risk to women of this incident is low and there is no current evidence of harm, but Capita nevertheless apologises to both the NHS and to the women whose correspondence was delayed.

“We have investigated the precise circumstances around this incident, and it is clear that the correct process for up-loading, organising and checking datafiles was not properly followed.

“When the problem was discovered, it was not immediately escalated to senior leadership, or NHS England, by the individuals responsible.

“Capita is investigating the managerial handling of the matter and taking appropriate disciplinary action. Additionally, a senior executive responsible for this contract has already left Capita.”

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