ACTUAL numbers from an ACTUAL project

Published: 27th September 2017

We get asked quite a lot about how Consultant Connect works in real life. We regularly publish benchmarks (Specialty Benchmarking 1704 Apr 170606a), which summarise how all our projects across the country are going. But this is different from seeing what an actual project’s numbers look like.

To address this gap, here is a report that is up to date to Friday 22nd September. It covers one CCG area in the country which feeds into one Trust. The patient population is under 250,000. The project has been going for approximately 18 months.

Key figures to note:

  • Answer rate since project went live: 76%
  • Call connection time: 1 minute
  • Average talk time: 3 minutes 57 seconds
  • % of calls that avoid an avoidable referral / admission: 73%

Please get in touch if you would like to discuss how a telephone Advice & Guidance project could work in your area by calling 01865 261467 or emailing

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Company registered in England & Wales.
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