Publication, Part of Cloud Based Telephony Data in General Practice

Cloud Based Telephony Data in General Practice, October 2025

Official statistics in development

Publication Date:: 27 Nov 2025
Geographic Coverage:: England
Geographical Granularity:: Regions, Integrated Care Boards, Sub-Integrated Care Boards, GP practices
Date Range:: 01 Oct 2024 to 31 Oct 2025

Publication Update

Following feedback on the presentation of supplier information, the publication has been updated to remove identification of individual practice supplier names. This will be reviewed ahead of future publications. There is no change to the data included in the publication.

28 November 2025 13:39 PM

Incorrect labelling of time categories

It has been brought to our attention that a previous release of this publication contained incorrect time categories. The 10:00-11:59 category was incorrectly labelled as 11:00-11:59. Data covering 10:00-11:00 was included in the category, but this was not reflected in the naming of the category.

We have since issued a new set of files which rectify this issue. We apologise for any inconvenience caused.

2 December 2025 16:15 PM

Summary

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.

Key Facts

Cloud Based Telephony data coverage

In October 2025, information was received for 4,649 GP Practices

This represents 74.7% of all open and active practices

Total calls to General Practice

There were 31,444,618 calls to practices in October 2025

Total calls dealt with

In October 2025, 27,723,642 (88.2%) of calls were dealt with

54.8% were answered,

7.3% were calls that resulted in a call back request,

and 26.0% ended within the Interactive Voice Response (IVR) prior to joining the queue to be answered, in response to an automated message or diversion

Total number of calls not dealt with

There were 3,700,213 calls which ended whilst the caller was waiting for their call to be answered

This equates to 11.8% of all inbound Calls

The time and day of calls made to practices

2,172,992 (6.9%) of inbound calls to practices in October 2025, were made between 8.00am and 10.00am on Monday mornings.

Time taken to answer the call

Of the 17,239,997 calls answered by practice staff, 57.9% were answered within 2 minutes