Question to the Department of Health and Social Care:

To ask the Secretary of State for Health and Social Care, what steps he takes to monitor the performance of call handlers working on the Coronavirus Response Service.

All call handlers in the COVID-19 Response Service have a competency check completed by the service provider before they take live calls. Following this, three calls per call handler are audited each month. The audits are reviewed weekly by the clinical governance, operations, and training teams, and any learning fed back to staff.