Data LibraryManagement information
Cloud-based telephony in general practice
Geography: England Englandas of May 2026
Cloud-based telephony is a newer collection with a short history(from late 2025). Trends are shown over the held window, and "missed" is the abandonment proxy the publication reports — there is no distinct "abandoned" indicator.
Inbound callsEngland
26,616,357May 2026Calls answeredEngland
55.1%of inbound · May 2026Calls missed
11.3%of inbound calls (proxy)Callbacks made
1,931,438automated call-backsCall outcome mix
Inbound calls by outcome: answered / ended in IVR / missed · May 2026 · England
- Answered59.4%
- Ended in IVR28.4%
- Missed12.2%
Calls answered %
Last 8 months · CBT short history · England
Inbound call volume
Last 8 months · England
Year-on-year
Calls answered % by financial-year month · England
2025/262026/27
Top geographies — ICBs across England
Ranked by calls answered % · May 2026
England average: 55.1%
Where this geography sits
This geography is at the 50th percentile of 36 peers on calls answered %.
Tip: click a bar to drill into it.
All icbs — ICBs across England
Latest-period telephony metrics · May 2026 · sortable
| NHS WEST AND NORTH LONDON INTEGRATED CARE BOARD | 1,792,503 | 60.6% | 7.7% |
| NHS SOUTH WEST LONDON INTEGRATED CARE BOARD | 652,539 | 60.0% | 9.0% |
| NHS GREATER MANCHESTER INTEGRATED CARE BOARD | 1,609,253 | 59.8% | 8.5% |
| NHS SOMERSET INTEGRATED CARE BOARD | 305,264 | 58.7% | 10.4% |
| NHS HEREFORDSHIRE AND WORCESTERSHIRE INTEGRATED CARE BOARD | 434,220 | 57.9% | 7.5% |
| NHS NORTH EAST AND NORTH CUMBRIA INTEGRATED CARE BOARD | 1,742,765 | 57.6% | 13% |
| NHS STAFFORDSHIRE AND STOKE-ON-TRENT INTEGRATED CARE BOARD | 545,861 | 57.6% | 9.3% |
| NHS BATH AND NORTH EAST SOMERSET, SWINDON AND WILTSHIRE INTEGRATED CARE BOARD | 353,718 | 57.2% | 11.6% |
| NHS SOUTH EAST LONDON INTEGRATED CARE BOARD | 684,255 | 57% | 7.9% |
| NHS BLACK COUNTRY INTEGRATED CARE BOARD | 620,758 | 56.9% | 16.9% |
| NHS CHESHIRE AND MERSEYSIDE INTEGRATED CARE BOARD | 1,111,577 | 56.7% | 9.7% |
| NHS SHROPSHIRE, TELFORD AND WREKIN INTEGRATED CARE BOARD | 199,911 | 56.7% | 7.6% |
| NHS GLOUCESTERSHIRE INTEGRATED CARE BOARD | 265,919 | 56.5% | 11.5% |
| NHS DEVON INTEGRATED CARE BOARD | 565,736 | 56.2% | 11.7% |
| NHS HUMBER AND NORTH YORKSHIRE INTEGRATED CARE BOARD | 775,694 | 56.1% | 11.6% |
| NHS LANCASHIRE AND SOUTH CUMBRIA INTEGRATED CARE BOARD | 1,043,135 | 55.7% | 9.7% |
| NHS COVENTRY AND WARWICKSHIRE INTEGRATED CARE BOARD | 556,203 | 55.6% | 9.1% |
| NHS BRISTOL, NORTH SOMERSET AND SOUTH GLOUCESTERSHIRE INTEGRATED CARE BOARD | 391,306 | 55.3% | 10.0% |
| NHS NORTH EAST LONDON INTEGRATED CARE BOARD | 1,023,949 | 55.0% | 10.7% |
| NHS THAMES VALLEY INTEGRATED CARE BOARD | 907,146 | 55% | 9.0% |
| NHS CENTRAL EAST INTEGRATED CARE BOARD | 1,231,477 | 53.9% | 11.4% |
| NHS BIRMINGHAM AND SOLIHULL INTEGRATED CARE BOARD | 770,277 | 53.9% | 21.3% |
| NHS CORNWALL AND THE ISLES OF SCILLY INTEGRATED CARE BOARD | 250,019 | 53.8% | 10.5% |
| NHS WEST YORKSHIRE INTEGRATED CARE BOARD | 1,367,509 | 53% | 14.9% |
| NHS NORFOLK AND SUFFOLK INTEGRATED CARE BOARD | 755,175 | 52.9% | 12.9% |
| NHS NORTHAMPTONSHIRE INTEGRATED CARE BOARD | 370,213 | 52.7% | 11.3% |
| NHS HAMPSHIRE AND ISLE OF WIGHT INTEGRATED CARE BOARD | 892,245 | 52.5% | 10.0% |
| NHS SURREY AND SUSSEX INTEGRATED CARE BOARD | 1,179,073 | 51.5% | 10.5% |
| NHS DORSET INTEGRATED CARE BOARD | 302,607 | 50.8% | 13.5% |
| NHS LINCOLNSHIRE INTEGRATED CARE BOARD | 335,123 | 50.5% | 16.6% |
| NHS KENT AND MEDWAY INTEGRATED CARE BOARD | 655,540 | 50.1% | 11.6% |
| NHS LEICESTER, LEICESTERSHIRE AND RUTLAND INTEGRATED CARE BOARD | 506,109 | 50.0% | 12.0% |
| NHS NOTTINGHAM AND NOTTINGHAMSHIRE INTEGRATED CARE BOARD | 655,630 | 49.8% | 11.1% |
| NHS ESSEX INTEGRATED CARE BOARD | 839,240 | 49.5% | 14.5% |
| NHS DERBY AND DERBYSHIRE INTEGRATED CARE BOARD | 438,244 | 49.3% | 15.2% |
| NHS SOUTH YORKSHIRE INTEGRATED CARE BOARD | 486,164 | 48.4% | 14.0% |
| NHS BEDFORDSHIRE, LUTON AND MILTON KEYNES INTEGRATED CARE BOARD | 0 | — | — |
| NHS BUCKINGHAMSHIRE, OXFORDSHIRE AND BERKSHIRE WEST INTEGRATED CARE BOARD | 0 | — | — |
| NHS CAMBRIDGESHIRE AND PETERBOROUGH INTEGRATED CARE BOARD | 0 | — | — |
| NHS FRIMLEY INTEGRATED CARE BOARD | 0 | — | — |
| NHS HERTFORDSHIRE AND WEST ESSEX INTEGRATED CARE BOARD | 0 | — | — |
| NHS MID AND SOUTH ESSEX INTEGRATED CARE BOARD | 0 | — | — |
| NHS NORFOLK AND WAVENEY INTEGRATED CARE BOARD | 0 | — | — |
| NHS NORTH CENTRAL LONDON INTEGRATED CARE BOARD | 0 | — | — |
| NHS NORTH WEST LONDON INTEGRATED CARE BOARD | 0 | — | — |
| NHS SUFFOLK AND NORTH EAST ESSEX INTEGRATED CARE BOARD | 0 | — | — |
| NHS SURREY HEARTLANDS INTEGRATED CARE BOARD | 0 | — | — |
| NHS SUSSEX INTEGRATED CARE BOARD | 0 | — | — |
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About this data
Provenance & method
- Source
- NHS Digital ↗ Management information
- Latest period
- May 2026
- History
- Oct 2025 → May 2026
- Scale
- 38,154 rows
- Licence
- Open Government Licence v3.0
- Grain note
- Cloud-Based Telephony data is practice-keyed and rolls cleanly up the ODS organisation tree (practice → PCN → ICB → region), so every figure is at the selected geography's honest grain. It has a SHORTER history than the other digital collections, and "missed" (CBT004) is the abandonment proxy the publication reports — there is no distinct "abandoned" indicator. This is management information, not an Official Statistic.