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More than 1,700 patients at risk over NHS mail blunder

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    filesImage copyright SPL
    Image caption More than 700,000 patient notes were stored in the warehouse

    At least 1,700 patients may have been harmed by an administrative blunder that saw thousands of patient records in NHS England put into storage.

    Officials said the number was likely to rise, as a third of the 700,000 cases identified had yet to be reviewed.

    Cancer test results, child protection notes and medication advice were among the notes that went missing.

    The National Audit Office also said there were serious questions to answer about the handling of the incident.

    Its review of the issue looked at the role of the government and the company responsible for the mix-up, which is part-owned by the Department of Health.

    The company, NHS Shared Business Services (SBS), was employed in the East Midlands, South West and north-west London to redirect mail for the health service.

    It was meant to pass on documents that had either been incorrectly addressed or needed re-routing because the patient had moved to a new GP surgery.

    But between 2011 and 2016 a backlog of 709,000 pieces of correspondence built up.

    ‘Staggering catalogue of mistakes’

    The issue came to light in February after the Guardian newspaper exposed what had happened.

    The NAO review of what happened found:

    • The company had become aware of a risk to patients in January 2014, but senior managers had not developed a plan to deal with it or tell the government or NHS England for another two years
    • A label with “clinical notes” on it had been removed from the room where the files were stored. A manager had apparently said: “You don’t want to advertise what’s in that room”
    • In August 2015, a member of staff raised concerns the records were being destroyed
    • NHS SBS finally told NHS England and Department of Health of the problem in March 2016, but neither Parliament nor the public were told
    • The episode suggested there had been a conflict of interest between the health secretary’s responsibility for the health service as a whole and his department’s position as a shareholder in NHS SBS
    • NHS England said the company had been “obstructive and unhelpful” when it had tried to investigate issue

    The report by the NAO found the cost of dealing with the incident was likely to be in the region of at least £6.6m.

    A spokeswoman for NHS SBS acknowledged there had been “failings”.

    She added: “We regret this situation and have co-operated fully with the NAO in its investigation.”

    Image copyright Thinkstock
    Image caption Information about child protection was among the notes that were stored

    A Department of Health spokeswoman said it was committed to being transparent over the handling of the issue and was working to make sure this did not happen again.

    It pointed out as yet there had still been no proof of harm to patients.

    Individual investigations – overseen by NHS England – are taking place into the 1,788 cases of potential harm identified.

    These are expected to be completed by the end of the year.

    Dr Richard Vautrey, of the British Medical Association, said the “disastrous” situation should never happen again.

    “The handling and transfer of clinical correspondence is a crucial part of how general practice operates, and it’s essential that important information reaches GPs as soon as possible so that they can provide the best possible care to their patients.”

    Shadow health secretary Jonathan Ashworth said the whole episode was a “scandal” that ministers needed to answer for.

    “This is a staggering catalogue of mistakes on this government’s watch,” he added.

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