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Prescription tracking goes live in NHS App

Important Notice: Change in Phone Line Availability

Woosehill Phone Data

Call SummaryJanuary 25February 25March 25April 25May 25
Inbound Received9,7609,3639,4628,8218,592
Inbound Answered6,7486,0636,3085,7935,430
Average Inbound Talk Time2m 13s2m 15s2m 8s2m 14s2m 18s
Outbound Attempted3,8693,5413,8713,4263,592
Outbound Connected3,505 (90.6%)3,207 (90.6%)3,539 (91.4%)3,152 (92.0%)3,265 (90.9%)
Average Outbound Talk Time3m 23s3m 29s3m 25s3m 16s3m 20s
Abandoned SummaryJanuary 25February 25March 25April 25May 25
Abandon Calls2,485 (25.5%)2,677 (28.6%)2,630 (27.8%)2,517 (28.5%)2,673 (31.1%)
Average Abandoned Call Time29s27s29s36s29s

Abandoned call numbers are high due to patients calling before 8 am in an attempt to get ahead of the queue and then hanging up.

Queue SummaryJanuary 25February 25March 25April 25May 25
Calls That Queued7,2106,6016,7586,2325,879
Answered from Queue6,740 (93.5%)6,053 (91.7%)6,300 (93.2%)5,786 (92.8%)5,427 (92.3%)
Average Queue Time Answered6m 11s8m 6s6m 12s6m 11s7m 20s
Missed from Queue470 (6.5%)548 (8.3%)458 (6.8%)446 (7.2%)452 (7.7%)
Missed from Queue Excluding Repeat Callers399 (5.5%)485 (7.3%)410 (6.1%)402 (6.5%)390 (6.6%)
Repeat Callers That Queued4649393249
Average Queue Time Missed4m 55s6m 13s5m 45s4m 49s4m 51s
Callback SummaryJanuary 25February 25March 25April 25May 25
Callbacks Requested894894890719733
Callbacks Successful854841835685697
Callbacks Unsuccessful2528292323
Patient Cancelled Callbacks11001

Page published: 9 April 2025
Last updated: 3 June 2025