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NHS England’s management of the Primary Care Support contract with Capita

Scope of investigation

In October 2015 NHS England commissioned Capita Business Services Ltd to undertake a major transformation of primary care support services over a 7-year period and deliver significant cost savings. This includes GP pay and pensions, management of medical records, patient registration and maintenance of lists of new GPs. In spring 2016 NHS England and service users identified areas where performance was falling short of contracted levels of performance. NHS England is working together with Capita to resolve these issues.

The Comptroller and Auditor General has started an investigation of the management of the contract, performance under the contract and the subsequent recovery process. We expect to examine:

  • the business objectives of the Primary Care Support Services contract and the award of the contract to Capita;
  • service performance to date and the root causes and extent of any service failures; and
  • the action taken by NHS England and Capita to improve services.

If you would like to provide evidence for our study please email the study team on, putting the study title in the subject line. The team will consider the evidence you provide; however, please note that due to the volume of information we receive we may not respond to you directly. If you need to raise a concern please use our contact form.