111 firm fined for missing its targets

This Is Wiltshire: 111 firm fined for missing its targets 111 firm fined for missing its targets

Health chiefs have begun fining the private firm Care UK for breaching targets of the 111 non-emergency health line in Wiltshire.

The 111 service has struggled to meet targets since it began operating from a call centre in Bristol in February 2013, in particular sending ambulances to patients with minor ailments.

The latest figures show the 111 service is sending more ambulances than its contract states. The contract says less than ten per cent of calls should result in an ambulance being despatched but in the past six months it has only achieved that rate twice and most of the time it has been 13 per cent.

Care UK also breached the target on referring callers to hospital emergency departments of under five per cent – the figure has been between seven and nine per cent.

It failed to meet the 98 per cent target of transferring callers to speak to a clinical advisor, with the average rate being 65 per cent.

The 111 service was originally run by private firm Harmoni but Care UK took over Harmoni and earlier this year began staff consultations to change shift patterns to meet peak demand, but a number of staff left.

Wiltshire Council’s Health Select Committee was given the latest performance figures at a meeting on Tuesday, when it was told it was unlikely staffing numbers would improve until August or September.

Wiltshire Clinical Commissioning Group director Jo Cullen said: “From May 2014 we can implement financial penalties for non-delivery against a number of key performance indicators, which we have started to do.”

She said the 111 service had seen unprecedented demand over the past three months and the call centre now received more than 50,000 calls a month, most of which were appropriately managed. Hospital emergency departments locally and nationally had also experienced an unseasonal spike in activity.

Councillor Bob Jones said the 111 service was not fit for purpose but vice-chairman Coun John Noeken said he visited Care UK’s call centre last month and was encouraged at how it was run.

An updated report will be given in November.

Comments (5)

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7:38pm Thu 17 Jul 14

officer1 says...

Surely it is time for the question to be asked, did the CCG make the right thing in moving away from Wiltshire Medical Services who were already doing a very good job ! to Care UK (formerly Harmoni) ? the figures don't lie, the company are incompetent. How many more chance do they need to get it right. Also why send a councillor to view the service they are running surely someone with some knowledge of how urgent care services or someone with a clinical background should have attended.
Surely it is time for the question to be asked, did the CCG make the right thing in moving away from Wiltshire Medical Services who were already doing a very good job ! to Care UK (formerly Harmoni) ? the figures don't lie, the company are incompetent. How many more chance do they need to get it right. Also why send a councillor to view the service they are running surely someone with some knowledge of how urgent care services or someone with a clinical background should have attended. officer1
  • Score: 4

11:39pm Thu 17 Jul 14

Yer Tis says...

Odd isn't it, they moved to Harmoni as they offered the cheapest option. How many people have to suffer at the absolute incompetency of the WCCG and for how much longer will we, the patients, have to put up with the WCCG continually lying to us.

It is about time they became fully transparant and FULLY accounatable!
Odd isn't it, they moved to Harmoni as they offered the cheapest option. How many people have to suffer at the absolute incompetency of the WCCG and for how much longer will we, the patients, have to put up with the WCCG continually lying to us. It is about time they became fully transparant and FULLY accounatable! Yer Tis
  • Score: 1

9:50am Fri 18 Jul 14

officer1 says...

Can anyone name anything positive WCCG has actually done ? I'm struggling to think of anything !!! They are even on the verge of agreeing for ambulances to take longer to get to rural calls ! It is a national performance indicator of Red calls within 8 minutes to have a defib on scene how can WCCG decide to change the rues, oh yeah because everything is about statistics. How about truth rather than hiding behind numbers. Since WCCG has had the purse strings little or no improvements have been made !!!
Can anyone name anything positive WCCG has actually done ? I'm struggling to think of anything !!! They are even on the verge of agreeing for ambulances to take longer to get to rural calls ! It is a national performance indicator of Red calls within 8 minutes to have a defib on scene how can WCCG decide to change the rues, oh yeah because everything is about statistics. How about truth rather than hiding behind numbers. Since WCCG has had the purse strings little or no improvements have been made !!! officer1
  • Score: 3

10:26am Fri 18 Jul 14

kimcrawley says...

What a surprise - yet another privatised service failing. Surely this should have been given to Balfour Beatty, after all Wilts Council thinks they are doing a splendid job. I know they have the expertise in paying their employees less whilst not providing the agreed level of service.
What a surprise - yet another privatised service failing. Surely this should have been given to Balfour Beatty, after all Wilts Council thinks they are doing a splendid job. I know they have the expertise in paying their employees less whilst not providing the agreed level of service. kimcrawley
  • Score: 2

11:05am Sat 19 Jul 14

politepanda says...

""Councillor Bob Jones said the 111 service was not fit for purpose but vice-chairman Coun John Noeken said he visited Care UK’s call centre last month and was encouraged at how it was run""
Oh - it's well run.
Incompetent. Incapable of the job it's charged with - but it's well run. How very British. And ridiculous.
And fining the company? That appears to have made NO difference to any other service charged with the welfare of people. No change there, then - either.
Running emergency services as a private business - to make some sort of profit rather than a difference. Lets go all the way back to when some jumped up numpty decided that would be the way forward. And SACK them.
""Councillor Bob Jones said the 111 service was not fit for purpose but vice-chairman Coun John Noeken said he visited Care UK’s call centre last month and was encouraged at how it was run"" Oh - it's well run. Incompetent. Incapable of the job it's charged with - but it's well run. How very British. And ridiculous. And fining the company? That appears to have made NO difference to any other service charged with the welfare of people. No change there, then - either. Running emergency services as a private business - to make some sort of profit rather than a difference. Lets go all the way back to when some jumped up numpty decided that would be the way forward. And SACK them. politepanda
  • Score: 1

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