Publication, Part of Cloud Based Telephony Data in General Practice

Cloud Based Telephony Data in General Practice, May 2026

Official statistics in development

Publication Date:: 25 Jun 2026
Geographic Coverage:: England
Geographical Granularity:: Regions, Integrated Care Boards, Sub-Integrated Care Boards, GP practices
Date Range:: 01 Dec 2024 to 31 May 2026

Upcoming changes to reporting of Cloud Based Telephony data

From the publication of June 2026’s data (scheduled for release on 30th July 2026), the Cloud Based Telephony Data in General Practice publication will include additional data to support the reporting of the following metrics:

call waiting time between 8am and 10am
call waiting time during core hours (8am to 6.30pm)

The following additional data will be included:

Additional rows in Table 1 of the Summary file showing the time series for these metrics at national level
A new table (Table 4b) in the Summary file showing these metrics for the current month at practice level
An additional CSV files containing a time series of these metrics at practice level

25 June 2026 09:30 AM

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 presents 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 May 2026, information was received for 5,290 GP Practices

This represents 85.4% of all open and active practices

Total calls to General Practice

There were 28,491,203 calls to practices in May 2026.

Total calls dealt with

In May 2026, 25,269,044 (88.7%) of calls were dealt with

54.8% were answered,

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

and 26.6% ended within the Interactive Voice Response (IVR) prior to joining the queue to be answered, in response to an automated message or diversion

Total calls not dealt with

There were 3,223,114 calls which ended whilst the caller was waiting for their call to be answered

The time and day of calls made to practices

1,229,273 (4.3%) of inbound calls to practices in May 2026, were made between 8.00am and 10.00am on Monday mornings

Time taken to answer the call

Of the 15,599,188 calls answered by practice staff, 59.4% were answered within 2 minutes