Call-handling benchmarking from NHS England's Cloud Based Telephony in General Practice dataset — measured against national, ICB and PCN averages. No login required.
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The national picture across England — every reporting practice combined. Telephony reporting is
opt-in and still rolling out, so these figures lead with rates
(which don't move just because more practices join) and always show how many practices are behind them.
Latest month
Headline metrics — England
New metric · answered calls by core hours
When are calls answered — and how long is the wait?
Answered calls split across the GP contractual core period, England-wide.
Average wait to answer by period
Call abandonment rate over time
Share of inbound calls where the patient hung up before being answered — coverage-robust.
Calls per 1,000 patients
Demand normalised to the registered list of reporting practices.
How long patients wait to be answered
National distribution of answer wait times (latest month).
Practices reporting each month
Coverage is growing — read the totals with this in mind.
Search for a practice above to see its telephony dashboard — or view the State of the Nation tab for the national picture.
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National
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ICB
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PCN
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Latest month
Headline metrics
Period improvement score
Performance consistency
Workforce context
Call-outcome funnel
Callback effectiveness
Wait-time & duration distributions
Practice distribution (bars) vs national average shape (line). Bands in seconds / minutes.
Answered — time to answer
Missed — wait before lost
Answered call duration
Workload predictability
How steady call volume is across times of day and weekdays — steadier demand is easier to staff. The score is a consistency percentile vs all reporting practices (100 = steadiest in England); CV is the raw spikiness.
The 8am rush
Morning rush Busiest window
Answered calls · core hours
Answered calls by core-hours period
NHS now splits answered calls across the GP contractual core period. Wait time is the average time-to-answer within each window (bars), against the national average (line).
Average wait to answer by period — practice vs national
Busy-period heatmap
Call volume by weekday and time of day.
Time of day & weekday
By time of day (monthly total)
By weekday (avg per working day)
Time-of-day data has not been imported for this practice.
Automated insights
Trend direction & velocity
Anomalies detected
Recent direction
Most recent months vs the preceding period.
KPI trends over time
Practice across every loaded month.
Seasonality
Typical demand (bars) and missed % (line) by calendar month and weekday.
By calendar month
By weekday
Consistency
Most improved — missed call %
Most improved — calls saved
Most consistent performers
Most volatile performers
Peer percentile ranking
PCN — practice performance
Your PCN ranking
National PCN rank
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ICB PCN rank
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PCNs nationally — lowest missed %
PCN performance within ICB
Practices nationally — lowest missed per 1,000
Per-1,000-patient metrics need a registered list size, which isn't available for this practice.
Demand per 1,000 patients
Practices — lowest missed per 1,000
Highest demand practices — calls per 1,000
PCNs — lowest missed per 1,000
Volume-weighted impact
Calls saved vs national average
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PCNs by impact — calls saved
Data source. NHS England — Cloud Based Telephony in General Practice (monthly). Indicators cover inbound, answered, missed and abandoned calls, callbacks, wait times and call durations. Wait/duration averages are estimated from banded data.