The British Medical Association (BMA) has accused Capita of “putting patient care and safety at risk” by their chaotic handling of patients’ medical records.
Capita is a familiar name to claimants because of their contract to carry out personal independence payment assessments in parts of the country.
However, another of Capita’s contracts, won in September 2015, is to deliver administrative support services to GP practices.
But a survey by the BMA found that:
- 81% of GP practices stated that urgent requests for records had not been actioned within three weeks.
- 31%of practices reported that they had received incorrect patient records.
- 23% had not received the medical supplies they had ordered on the expected date, like medicines and prescription pads.
Dr Chaand Nagpaul, BMA GP committee chair, said:
“The crucial GP patient record system is currently in a state of chaos because of the complete failure of Capita to deliver an effective service.
“Records are being incorrectly delivered, new patient registrations are being delayed and urgent requests for information are taking over three weeks to be processed in the majority of cases. There are further unacceptable delays in medical supplies reaching GP practices.
“These mistakes are putting patient care and safety at risk. Practices require patient records to judge what clinical care an individual needs, and they need medical supplies delivered on time to be able to provide care to their community. It is scandalous that up to a third of GP practices are reporting problems with incorrect patient records being sent to GP practices.
“The government needs to get a grip with the chaotic state of Capita’s handling of this key part of general practice. Patients deserve a first rate service that is safe and effective. At present, GPs are being undermined by a system that is in a chaotic mess.”