Due diligence performed in selecting “Integral Medical Holdings” as an appropriate care provider

Constantina Payne made this Freedom of Information request to NHS England This request has been closed to new correspondence. Contact us if you think it should be reopened.

NHS England did not have the information requested.

Constantina Payne

Dear NHS England,

Please define the due diligence which was performed by NHS England in mitigating patient impact from the migration of multiple doctors surgeries in Swindon concurrently to the management of Integral Medical Holdings Limited.

Swindon CCG have averred that they hold no information and that the custodian of that data is NHS England under the auspices of the GP national contract.

Include in your response :

(A) the critical success factors or KPI’s defined for the system go live of the “patient hub”, contractual or otherwise.

(B) the time period defined as “early life” or transition to the new system after which the system would be defined as “operational”

(C) the roll back or contingency plan in case those KPI’s were not met within the “early life”phase

(D) your definition of standard operating KPI’s for the patient hub in-life, to which IMH contractually agreed, or otherwise.

(E) Additional extended due diligence or contractual “early termination” clauses that the NHS England seemed appropriate given the implementation concerns raised by other NHS CCG’s which implemented earlier.

Yours faithfully,

Constantina Payne

CONTACTUS, England (NHS ENGLAND), NHS England

Dear Customer,

Thank you for your email. **Please read the important information below**

Please refer to the information below on how the Customer Contact Centre
can help you.

Our normal working hours are 08:00 to 18:00 from Monday to Friday and we
regret the delay in reply over the non-working hours.
The Customer Contact Centre is experiencing a high volume of enquiries. We
aim to respond to all general enquiries within 10 working days. If you
have raised a new complaint, you will receive a separate acknowledgement
within 3 working days

In the meantime, you may find the following information helpful.

How can the Customer Contact Centre help me?
NHS England commissions or buys primary care services; for example, GPs,
dentists, opticians, and pharmacy services. We are also responsible for
prison healthcare, military health services, and some specialised
services. We can provide advice about accessing, giving feedback or making
a complaint about these services.
You may be able to find the answer you are looking for in our Frequently
Asked Questions<https://www.england.nhs.uk/contact-us/ho...>
and our website explains how to feedback or make a
complaint<https://www.england.nhs.uk/contact-us/co...>.

What if I have an enquiry or complaint about hospital care, NHS 111 or
out-of-hours GP services?
If your enquiry or complaint is about secondary care, this includes
hospital care, NHS 111 services, mental health services, out-of-hours
services and community services such as district nursing you’ll need to
contact your local Clinical Commissioning Group (CCG). You can find their
contact details using the NHS Choices service
finder.<https://www.nhs.uk/Service-Search/Clinic...>

Do you provide medical advice?
No. Our advisors and not clinically trained and are unable to provide
medical advice. If you require emergency medical attention, dial 999 or
attend your local Accident and Emergency department if you are able to do
so.
If you require non-urgent medical advice please contact your GP, local
walk-in or urgent healthcare centre, or call NHS 111. Calls are free from
landlines and mobile phones.

How do I report a change of name or address?
You should report a change of name or address to your GP practice so they
can update their records. If your new address is outside the practice’s
catchment area you may be asked to register with a new GP practice.
You should also advise your dentist or optician of a change of name or
address as they keep their own records.

Where can I find further information about NHS England?
You can find information about NHS England and our work on our
website.<https://www.england.nhs.uk/about/>

How we use your information: Our privacy notices explains how we use,
share and store your personal information. You can find this on the NHS
England website https://www.england.nhs.uk/privacy

show quoted sections

FOI, England (NHS ENGLAND), NHS England

Dear Constantina Payne,

 

Freedom of Information Request Acknowledgement (Our Ref: FOI-057606)

 

Thank you for your communication dated 15 October 2018.

 

NHS England has assessed your communication as a request under the Freedom
of Information (FOI) Act 2000. As such, please be assured that your
request is being dealt with under the terms of the FOI Act and will be
answered within twenty working days.

 

For further information regarding the FOI Act, please refer to the
Information Commissioner’s Office (ICO) website. For further information
regarding NHS England and the information it publishes please visit our
website here.

 

If you have any queries about this request or wish to contact us again,
please email [1][NHS England request email] and the message will be
forwarded appropriately. Please remember to quote the above reference
number in any future communications.

 

Please do not reply to this email. This message has been sent from a
central mailbox. To communicate with NHS England regarding Freedom of
Information (FOI) requests, enquiries or complaints we ask these are sent
directly to NHS England’s customer contact centre. This is to ensure all
communications are progressed correctly. Their postal address, telephone
number and email details are as follows:- PO Box 16738, Redditch, B97 9PT;
0300 3 11 22 33, [2][NHS England request email].

 

Yours sincerely,

 

Freedom of Information

Corporate Communications Team

Transformation and Corporate Operations Directorate

 

NHS England

PO Box 16738

REDDITCH

B97 9PT

 

Tel: 0300 311 22 33

Email: [3][NHS England request email]

 

‘Health and High quality care for all, now and for future generations’

show quoted sections

FOI, England (NHS ENGLAND), NHS England

Dear Constantina Payne,

 

Re:      Freedom of Information request (Our Ref: FOI-057606)

 

Thank you for your Freedom of Information (FOI) request dated 15 October
2018.

 

Your exact request was:-

 

“Please define the due diligence which was performed by NHS England in
mitigating patient impact from the migration of multiple doctors surgeries
in Swindon concurrently to the management of Integral Medical Holdings
Limited.

 

Swindon CCG have averred that they hold no information and that the
custodian of that data is NHS England under the auspices of the GP
national contract.

 

Include in your response :

 

(A) the critical success factors or KPI’s defined for the system go live
of the “patient hub”, contractual or otherwise.

 

(B) the time period defined as “early life” or transition to the new
system after which the system would be defined as “operational”

 

(C) the roll back or contingency plan in case those KPI’s were not met
within the “early life”phase

 

(D) your definition of standard operating KPI’s for the patient hub
in-life, to which IMH contractually agreed, or otherwise.

 

(E) Additional extended due diligence or contractual “early termination”
clauses that the NHS England seemed appropriate given the implementation
concerns raised by other NHS CCG’s which implemented earlier.”

 

NHS England holds this information.

 

GP Practices hold a national contract:

 

o [1]https://www.england.nhs.uk/gp/gpfv/inves...

 

These changes were made within the conditions of this existing contract. 
No permission is required from Swindon CCG and there are no formal
contractual changes required to be approved on behalf of NHS England by
the Primary Care Commissioning Committee.

 

The only change to the existing arrangements is that there has been an
addition of some partners (which does not require approval in General
Medical Services contract).

 

The GP practice is an independent contractor and they have chosen to work
in partnership with IMH and to support back office functions. There are no
Key Performance Indicators in the National GP Contract relating to the
running of the hub.

 

If you require any further information you may wish to contact Integral
Medical Holdings Limited directly. Their website is:

 

o [2]https://imhgroup.net/

 

You can contact them via the web link below:

 

o [3]https://imhgroup.net/contact-us/

 

Copyright:- NHS England operates under the terms of the open government
licence. Please see the NHS England Terms and conditions on the following
link

 

o [4]http://www.england.nhs.uk/terms-and-cond...

 

We hope this information is helpful. However, if you are dissatisfied, you
have the right to ask for an internal review. This should be requested in
writing within two months of the date of this letter. Your correspondence
should be labelled “Internal Review” and should outline your concerns
and/or the area(s) you would like the review to consider. Internal Review
requests should be sent to:

 

NHS England

PO Box 16738

REDDITCH

B97 9PT

 

Email: [5][NHS England request email]

 

Please quote the reference number FOI-057606 in any future communications.

 

If you are not content with the outcome of the internal review, you have
the right to apply directly to the Information Commissioner for a
decision. The Information Commissioner’s Office (ICO) can be contacted at:

 

The Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

 

Telephone: 0303 123 1113

Email: [6][email address]  

Website: [7]www.ico.org.uk

 

Please note there is no charge for making an appeal.

 

Please be aware that in line with the Information Commissioner’s directive
on the disclosure of information under the FOI Act, your request will be
anonymised and published on our website as part of our disclosure log.

 

Please do not reply to this email. This message has been sent from a
central mailbox. To communicate with NHS England regarding Freedom of
Information (FOI) requests, enquiries or complaints we ask these are sent
directly to NHS England’s customer contact centre. This is to ensure all
communications are progressed correctly. Their postal address, telephone
number and email details are as follows:- PO Box 16738, Redditch, B97 9PT;
0300 3 11 22 33, [8][NHS England request email].

 

 

Yours sincerely,

 

Freedom of Information

Corporate Communications Team

Transformation and Corporate Operations Directorate

 

NHS England

PO Box 16738

REDDITCH

B97 9PT

 

Tel: 0300 311 22 33

Email: [9][NHS England request email]

show quoted sections

Dear NHS England,

Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of NHS England's handling of my FOI request 'Due diligence performed in selecting “Integral Medical Holdings” as an appropriate care provider'.

You state that the only changes were the “addition” of partners which did not require approval. In the response provided by Swindon CCG, it is apparent that Taw Hill surgery lists two partners, both of whom are employees of Integral Medical Holdings (IMH). They therefore have a significant control of that particular surgery which goes beyond the sole provision of backoffice services as you originally assert.

Please review your information again to determine, based particularly on the past performance of IMH surgery “acquisition” and subsequent CQC audits whether any additional diligence was performed by NHS England prior to authorising this change in controlling party.

Reference the Swindon CCG internal review. https://www.whatdotheyknow.com/request/5...

[ GIVE DETAILS ABOUT YOUR COMPLAINT HERE ]

A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.whatdotheyknow.com/request/d...

Yours faithfully,

Constantina Payne

CONTACTUS, England (NHS ENGLAND), NHS England

Dear Customer,

Thank you for your email. **Please read the important information below**

Please refer to the information below on how the Customer Contact Centre
can help you.

Our normal working hours are 08:00 to 18:00 from Monday to Friday and we
regret the delay in reply over the non-working hours.
The Customer Contact Centre is experiencing a high volume of enquiries. We
aim to respond to all general enquiries within 10 working days. If you
have raised a new complaint, you will receive a separate acknowledgement
within 3 working days

In the meantime, you may find the following information helpful.

How can the Customer Contact Centre help me?
NHS England commissions or buys primary care services; for example, GPs,
dentists, opticians, and pharmacy services. We are also responsible for
prison healthcare, military health services, and some specialised
services. We can provide advice about accessing, giving feedback or making
a complaint about these services.
You may be able to find the answer you are looking for in our Frequently
Asked Questions<https://www.england.nhs.uk/contact-us/ho...>
and our website explains how to feedback or make a
complaint<https://www.england.nhs.uk/contact-us/co...>.

What if I have an enquiry or complaint about hospital care, NHS 111 or
out-of-hours GP services?
If your enquiry or complaint is about secondary care, this includes
hospital care, NHS 111 services, mental health services, out-of-hours
services and community services such as district nursing you’ll need to
contact your local Clinical Commissioning Group (CCG). You can find their
contact details using the NHS Choices service
finder.<https://www.nhs.uk/Service-Search/Clinic...>

Do you provide medical advice?
No. Our advisors and not clinically trained and are unable to provide
medical advice. If you require emergency medical attention, dial 999 or
attend your local Accident and Emergency department if you are able to do
so.
If you require non-urgent medical advice please contact your GP, local
walk-in or urgent healthcare centre, or call NHS 111. Calls are free from
landlines and mobile phones.

How do I report a change of name or address?
You should report a change of name or address to your GP practice so they
can update their records. If your new address is outside the practice’s
catchment area you may be asked to register with a new GP practice.
You should also advise your dentist or optician of a change of name or
address as they keep their own records.

Where can I find further information about NHS England?
You can find information about NHS England and our work on our
website.<https://www.england.nhs.uk/about/>

How we use your information: Our privacy notices explains how we use,
share and store your personal information. You can find this on the NHS
England website https://www.england.nhs.uk/privacy

show quoted sections

FOI, England (NHS ENGLAND), NHS England

Dear Constantina Payne,

 

Thank you for email of 14 November 2018. Please see this email as
acknowledgement of your Internal Review request.

 

We endeavour to respond to Internal Reviews within 20 working days.
However, please be aware that on some occasions this has been extended to
40 working days. An officer will be allocated to handle your Internal
Review and will update you accordingly where necessary.

 

If you have any queries about this request or wish to contact us again,
please email [1][NHS England request email] and the message will be
forwarded appropriately. Please remember to quote the above reference
number in any future communications.

 

To communicate with NHS England regarding Freedom of Information (FOI)
requests, enquiries or complaints we ask these are sent directly to NHS
England’s customer contact centre. This is to ensure all communications
are progressed correctly. Their postal address, telephone number and email
details are as follows:- PO Box 16738, Redditch, B97 9PT; 0300 3 11 22 33,
[2][NHS England request email].

 

Yours sincerely,

 

Freedom of Information

Corporate Communications Team

Transformation and Corporate Operations Directorate

 

NHS England

PO Box 16738

REDDITCH

B97 9PT

 

Tel: 0300 311 22 33

Email: [3][NHS England request email]

 

‘Health and high quality care for all, now and for future generations’

 

show quoted sections

FOI, England (NHS ENGLAND), NHS England

Dear Constantina Payne,

 

Re:      Freedom of Information Internal Review outcome (Our Ref:
FOI-057606 IR)

 

Thank you for your Freedom of Information (FOI) Internal Review request
dated 14 November 2018.

 

Your original FOI request was received by NHS England on 15 October 2018,
and read:-

 

“Please define the due diligence which was performed by NHS England in
mitigating patient impact from the migration of multiple doctors surgeries
in Swindon concurrently to the management of Integral Medical Holdings
Limited.

 

Swindon CCG have averred that they hold no information and that the
custodian of that data is NHS England under the auspices of the GP
national contract.

 

Include in your response :

 

(A) the critical success factors or KPI’s defined for the system go live
of the “patient hub”, contractual or otherwise.

 

(B) the time period defined as “early life” or transition to the new
system after which the system would be defined as “operational”

 

(C) the roll back or contingency plan in case those KPI’s were not met
within the “early life”phase

 

(D) your definition of standard operating KPI’s for the patient hub
in-life, to which IMH contractually agreed, or otherwise.

 

(E) Additional extended due diligence or contractual “early termination”
clauses that the NHS England seemed appropriate given the implementation
concerns raised by other NHS CCG’s which implemented earlier.”

 

Your Internal Review request was received by NHS England on 14 November
2018, and read:-

 

“I am writing to request an internal review of NHS England's handling of
my FOI request 'Due diligence performed in selecting “Integral Medical
Holdings” as an appropriate care provider'.

 

You state that the only changes were the “addition” of partners which did
not require approval.  In the response provided by Swindon CCG, it is
apparent that Taw Hill surgery lists two partners, both of whom are
employees of Integral Medical Holdings (IMH). They therefore have a
significant control of that particular surgery which goes beyond the sole
provision of backoffice services as you originally assert.

 

Please review your information again to determine, based particularly on
the past performance of IMH surgery “acquisition” and subsequent CQC
audits whether any additional diligence was performed by NHS England prior
to authorising this change in controlling party.”

 

The FOI Management team have reviewed your request and this letter
provides the outcome of this review. It may be helpful if we first explain
that an Internal Review looks at the handling of, and response given to, a
Freedom of Information request which has previously been made. The scope
of an Internal Review is therefore limited to considering whether the
request(s) was appropriately handled and whether the response given was
accurate and appropriate. An Internal Review cannot consider any new
queries not originally included in the relevant FOI request(s); these
should be submitted as new FOI requests via our Contact Centre.

 

We would like to apologise for the length of time it took to provide you
with a response to your request. This fell short of our standards and we
would like to offer our sincere apologies for the delay incurred.

 

We have also assessed whether you received an appropriate response to your
request and considered the comments you have set out in your Internal
Review email.

 

It is the conclusion of this review that NHS England’s original response
was correct.

 

The information provided in our original response was the information held
by NHS England in regard to your request.

 

NHS England has been informed that further information may be held by
Swindon Clinical Commissioning Group (CCG). As such you may wish to
contact Swindon CCG directly. Their website is:

 

o [1]http://www.swindonccg.nhs.uk/

 

You can contact them via the web link below:

 

o [2][email address]

 

In line with the above, our original response is upheld.

 

We hope that this addresses your concerns. However, if you are not content
with the outcome of the internal review, you have the right to apply
directly to the Information Commissioner for a decision. The Information
Commissioner’s Office (ICO) can be contacted at:

 

The Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

 

Telephone: 0303 123 1113

Email: [3][email address]  

Website: [4]www.ico.org.uk

 

Please note there is no charge for making an appeal.

 

Please do not reply to this email. This message has been sent from a
central mailbox. To communicate with NHS England regarding Freedom of
Information (FOI) requests, enquiries or complaints we ask these are sent
directly to NHS England’s customer contact centre. This is to ensure all
communications are progressed correctly. Their postal address, telephone
number and email details are as follows:- PO Box 16738, Redditch, B97 9PT;
0300 3 11 22 33, [5][NHS England request email] .

   

Yours sincerely,

 

 

Freedom of Information

Corporate Communications Team

Transformation and Corporate Operations Directorate

 

NHS England

PO Box 16738

REDDITCH

B97 9PT

 

Tel: 0300 311 22 33

Email: [6][NHS England request email]

 

‘Health and high quality care for all, now and for future generations’

 

show quoted sections