In 2024/25 the GP Contract will be amended to require practices to provide data on eight metrics through a national data extraction, for use by PCN Clinical Directors, ICBs and NHS England

These eight metrics are:

1. Call Volumes
2. Calls Abandoned
3. Call Times To Answer
4. Missed Call Volumes
5. Wait Time Before Call Abandoned
6. Call Backs Requested
7. Call Backs Made
8. Average Call Length Time

 This data will be used by ICBs and NHS England to support service improvement and planning, for example:

• better insight into patient demand and access trends which systems can use to support understanding of operational pressure in general practice; and
• better understanding patterns of demand and period of surge activity to inform commissioning of local services.

If you have Unity call reporting enabled, this data can be easily provided. Learn how to configure these reports for your business.