This publication provides information about the number of cloud based telephony calls received by general practices. This information is published monthly and includes practice-level data.
The publication will present a high-level time series from October 2024 onwards, showing monthly counts grouped by day and time of call of:
• The total count of practices included in this publication
• The total number of inbound calls into general practice
The outcome of those calls grouped into:
• Calls dealt with by either being answered, ending during the Interactive Voice Response (IVR) stage of the call prior to joining the queue to be answered, or as a result of a call back request
• Calls not dealt with that ended whilst in the queue to speak to a member of staff
The wait time (answered and missed) and duration (answered) of calls are also included
The suppliers of Cloud Based Telephony Systems provide the data for this publication on behalf of the practices that they serve, and which have agreed to participate in the collection. Some system suppliers are not yet able to provide data for this collection.
No patient identifiable or patient-clinical information is collected or available in this release.
