2796 - NHS England: Correspondence (Answered)

Greg Mulholland
To ask the Secretary of State for Health, how many (a) emails and (b) letters were responded to by NHS England in (i) five or less, (ii) six to 10, (iii) 11 to 15, (iv) 16 to 20, (v) 21 to 25, (vi) 26 to 30, (vii) 31 to 35, (viii) 36 to 40, (ix) 41 to 45, (x) 46 to 50, (xi) 51 to 55, (xii) 56 to 60 and (xiii) more than 60 working days in each of the last five years.

George Freeman

NHS England is an independent arm’s length body of the Department. NHS England has signed up to a Public and Parliamentary Accountability protocol where it is committed to answering all correspondence in 18 working days, in line with the Whitehall standard.

NHS England does not hold information in the format in which it has been requested, nor does it hold information on response times for specific channels of correspondence. Response rates for general enquiries are available and listed in the table below.

Number of general enquiries

Resolved in 3 working days

2013/14

103,499

85%

2014/15

127,557

89%

General enquiries are letters, e-mails or telephone calls that are received through the NHS England Customer Contact Centre. The information that NHS England does hold for the total volume of emails and letters received is available below in a quarterly format.

2013/14

2014/15

E-mails

Letters

E-mails

Letters

Q1

11,486

2,234

16,102

2,640

Q2

12,576

2,733

15,009

2,506

Q3

13,608

2,739

16,250

2,667

Q4

15,822

2,840

18,568

2,308

In February 2015, NHS England launched a dedicated email mailbox for MPs and Peers, which has been communicated to all MPs and Peers in February and June. Since england.mp@nhs.net was established, the mailbox has received approximately 750 pieces of correspondence. Of the 617 cases which have been completed, 561 (91%) were responded to and completed within 18-working days.

NHS England (also known as the NHS Commissioning Board) was established in April 2013. As such no data are available before this point.