The 2024/25 GP Contract introduces a requirement for practices to submit data on eight key telephony metrics through a national data extraction, as outlined by NHS Digital

This data will be used by Primary Care Network (PCN) Clinical Directors, Integrated Care Boards (ICBs), and NHS England to support service improvement and planning.

The eight required metrics are:

• Call volumes
• Calls abandoned
• Time taken to answer calls
• Missed call volumes
• Wait time before call abandonment
• Callbacks requested
• Callbacks made
• Average call duration

Collecting this data will provide:

• Improved insight into patient demand and access trends, helping organisations better understand operational pressures in general practice
• Greater visibility of demand patterns and peak activity periods, supporting more effective commissioning of local services

Cloud-based telephony (CBT) data is also published at GP practice level. This enables analysis of patient-initiated demand and how easily patients can contact their GP practice. Metrics include call volumes, call outcomes (such as answered, missed, callback requested, or resolved via automated message or diversion), as well as call wait times and durations. Data is available by day of the week and time of day and is updated monthly, alongside GP appointment and online consultation datasets.

NOTE if you have opted into the service, your call reporting data will be shared with NHS England.