Serco’s out-of-hours GP service in Cornwall has been reprimanded by the Care Quality Commission (CQC) for failing four essential standards of quality and safety.

The CQC conducted unannounced inspections of the service in April and May following whistleblower complaints. Its report criticised Serco for not employing enough "qualified, skilled and experienced staff to meet people's needs".

The investigation found that as a result of the shortage, some doctors had been forced to work double 13-hour shifts overnight, and other staff had worked 11-hour daytime shifts. Serco said it had underestimated demand during the Easter weekend, and had been unable to cover some GP shifts over the May Bank Holiday.

Serco was also criticised for not protecting patients from abuse “because not all staff were trained in the safeguarding of vulnerable adults and children". In addition, it said that Serco’s system of monitoring the service’s performance was “unreliable”.

Serco has been given 14 days to produce a report outlining how it will make the necessary improvements.

Ian Biggs, deputy director of the CQC in the south, said: "At least half a million people depend on this service, so it is vital that it is properly staffed with properly qualified GPs who are available when people need them.

"At times, Serco has not had enough doctors on duty and it is hardly surprising that people have complained. However we note that the service has already recruited more GPs and has introduced a new triage system to cope more effectively with calls."

Serco has been an active bidder for NHS contracts over the last year as a result of the acceleration in health service outsourcing.

Commenting on the CQC’s complaints, Paul Forden, managing director of Serco's clinical services, said: "We acknowledge that at the time of the CQC visit earlier this year, we did not meet all aspects of four standards against which we were being audited.

"One area was found to be of 'minor' concern and three to be of 'moderate' concern.

"We can confirm that we have already implemented actions to ensure that three of the four areas have made progress and we consider that we have achieved the required standards. On the fourth recommendation on training we are 92% compliant today and will fully meet the requirement within the next month."