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The Telephony tab provides a detailed breakdown of how your practice handles phone traffic. It is essential for identifying pain points and understanding how patients navigate the automated menu
This tab will be available for non-Surgery Connect customers if we are able to obtain data from your current supplier. However, the Menu Choices will be Surgery Connect only and Callback Success may not be readily provided by other suppliers
What you can Measure
Core Performance KPIs: High-level metrics compare the surgery against national averages based on over 3,000 GP surgeries in England
Inbound Call Volume: The monthly bar chart tracks total call attempts, categorising them by those answered in the queue, abandoned, or missed. This helps identify seasonal peaks and overall demand trends
Callback Success: This monitors the effectiveness of the automated callback feature. A high Callback Success % (e.g., 98.8%) shows that the system is successfully reconnecting with patients, preventing them from having to stay on hold
Wait & Talk Times: The "Wait and Call Duration" chart compares how long patients wait vs. how long they actually speak to a staff member. A widening gap suggests that demand is outstripping the number of available staff on the lines
Menu Choices: This reveals the specific reasons patients are calling. By seeing how many people select Appointments vs. Test Results or Secretaries, you can decide which services could be pushed toward digital channels to clear the phone lines