Capita attempts to play down 'appalling' cervical cancer system error following scalding criticism

Outsourcer says the size of the operation should be considered before criticising the error that affected 43,000 women

Outsourcing giant Capita has moved to play down the impact of a system error which saw nearly 50,000 women not receive information regarding their cervical cancer screening.

In a statement published this afternoon, Capita said that around 43,000 women received just an invitation or reminder letter regarding their cervical cancer testing, but not both, between January and June.

It said that a further 4,508 results letters have been delayed this year, claiming that "only a small portion" of these women required further examination.

Capita has attempted to play down the failure, which has been labelled as "appalling" by the British Medical Association (BMA), claiming that "the scale of the screening programme should be borne in mind" before criticism is aimed its way.

It also highlighted the role that GPs are supposed to play in the process.

"Approximately nine million letters are produced and sent each year to women in England," it said.

"For results letters, GPs are responsible for care, including contacting women who require further examination. GPs or screening clinics have the primary responsibility to notify women of their test result.

"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."

The system error occurred in Primary Care Support England (PCSE), which is a contract delivered by Capita on behalf of NHS England.

Capita admitted the mistake, but blamed it on "individuals" who had failed to elevate the issue to senior management once it had been identified.

We have investigated the precise circumstances around this incident, and it is clear that the correct process for uploading, organising and checking data files was not properly followed," it said.

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."

BMA, a trade union for doctors in the UK, slammed Capita for the error and called on the NHS to strip the firm of its NHS contracts.

Dr Richard Vautrey of the BMA 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."

Capita has appointed PwC to review its operational systems and processes.