Question to the Department of Health and Social Care:

To ask the Secretary of State for Health and Social Care, what assessment has he made of the adequacy of the mechanisms in place for ICBs to hold Swift Queue to account for faulty services.

NHS England has not undertaken a specific assessment of the mechanisms in place for integrated care boards (ICBs) to hold Swift Queue accountable for service performance. However, ICBs, as commissioners of local health services, are responsible for ensuring that contracted service providers, including those providing digital booking systems, meet agreed performance and quality standards.

Where issues arise with faulty services, ICBs have contractual levers available to address concerns, which may include service improvement plans, financial penalties, or contract reviews. If a specific issue has been identified with Swift Queue’s service provision, affected ICBs are expected to take appropriate action to resolve the matter in the interests of patient care. Where an ICB identifies systemic failures with Swift Queue or any similar provider, they can escalate concerns through NHS England and the relevant regulatory bodies.

To note, ICBs are not always responsible for commissioning services like Swift Queue. National Health Service trusts may also directly procure and manage such contracts for their own operations. If an NHS trust has commissioned Swift Queue, then it holds responsibility for ensuring the system functions properly, using its contractual levers to address service issues. Regardless of the commissioner, ICB or trust, NHS England can provide oversight and guidance if widespread or systemic issues arise with the platform.