Public Accounts Committee

NHS Correspondence handling inquiry

Inquiry status: Concluded

Report published 6 June 2018. Government response published 9 October 2018.

Report and response published

Scope of the inquiry

In October 2017, the Public Accounts Committee took evidence from NHS England about how clinical correspondence was managed at NHS Shared Business Services. During that evidence session, NHS England told the Committee that it had discovered a new backlog of 162,000 items of clinical correspondence.

This correspondence had been reported to NHS England by their contractor Capita in May 2016 but NHS England did not ask Capita to return the correspondence to the GPs who had accidentally sent it to the wrong place. In September 2017, NHS England’s National Incident Team took over management of the problem and reviewed 374,000 pieces of correspondence, finding over 1800 that needed reviewing urgently.

As of February 2018, no harm to patients had been identified.


Read all transcripts, written evidence and other material related to the inquiry on NHS Correspondence handling.

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