Primary Care Support England (PCSE) provided by Capita, supplied the administration support for the National Cervical Screening Programme on behalf of NHS England, sending invitations, reminder letters and test results to patients.
On 20 March 2019, NHS England (NHSE) Chief Executive Sir Simon Stevens advised the Public Accounts Committee into failings with adult health screening programmes, and confirmed that action was being taken to bring the service back to the NHS.
Action
The Commissioning Support Units were requested to work collaboratively to provide an overview of the service and establish a programme office to manage its transition back to the NHS by 1 August 2019.
The expertise of MLCSU’s Improvement Unit was requested for the immediate mobilisation and transition of the service, along with providing operational oversight, leadership, management and improvement support.
Impact
* Cervical Screening Service “in-housed” within timescales from Capita to NHS England on 1 August 2019
* Exemplar of collaborative working with experienced, skilled and dedicated expertise, resulting in a successful transfer and continuity of service delivery
* Consistent leadership and operational management support in the absence of a head of service, providing stability and consistency
* Creation and implementation of a streamlined case management system, including dashboard reporting functionality to support operational management
* Support in the redesign and implementation of a complaints service
* Creation and implementation of a dedicated call handling service, improving customer experience and improved processing of operational queries and enquiries
* Identification of areas for improvement, prioritisation and development to enhance service delivery
* Responsive and inclusive communication and engagement, resulting in improved staff morale, staff and customer satisfaction.