Cloud Based Telephony

Purpose and outline

NHS England has agreed to make a change to the GP Contract in 2024/25 to require practices to provide Cloud Based Telephony (CBT) data to NHS England. This follows a major funded programme (as part of the Primary Care Access Recovery Plan (PCARP)) to ensure that all practices have digital telephony systems in place. Telephony data will provide important demand data which will provide significant value to national policy makers as well as Integrated Care Boards (ICBs). 

Via the Advanced Telephony Better Purchasing framework, practices can purchase CBT systems from assured system providers. These system providers will be required to support the practices and the national programme with increased reporting functionality (call level data) meaning that practices do not face additional administrative burden.

How this service is commissioned and provided

This service is commissioned by NHS England.

Information about this service

Quality service start date: 1 October 2024

Quality service end date: 31 March 2030

Payment period: N/A – contractual requirement with no funding attached, participation only service in CQRS.

System type: Core contract.