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NHS Reporting and Data

How QuantumLoopAi handles NHS contract data reporting, what metrics are available, how to enable national reporting, and how data is retained.

Purpose of This Article

This article explains how NHS contract data is captured, stored, and reported through the QuantumLoopAi platform, what your surgery needs to do to enable national reporting, and how data retention works.

The Eight NHS CBT Metrics

QuantumLoopAi captures and reports all eight national Cloud Based Telephony (CBT) metrics required under the NHS GP contract. These are:

  1. Total inbound calls
  2. Calls abandoned
  3. Call times to answer
  4. Missed call volumes
  5. Wait time before call abandoned
  6. Callbacks requested
  7. Callbacks made
  8. Average call length time

All eight metrics are available to your team in real time through the QuantumLoopAi dashboard. Mandate KPIs are also available for review in real time.

Is NHS Data Automatically Reported to NHS England?

No, not by default. This is because surgeries may already have their own established reporting processes and QuantumLoopAi does not want to duplicate or interfere with those.

If your surgery wants data reported directly to NHS England via the Secure Electronic File Transfer (SEFT) system, you must explicitly request this from QuantumLoopAi. Once requested, QuantumLoopAi handles the submission on your behalf. QuantumLoopAi has been granted SEFT account authorisation by the NHS England Data Collections Service for this purpose.

When does NHS CBT metrics reporting begin? Reporting begins from the date your QuantumLoopAi system goes live. QuantumLoopAi takes over reporting for all inbound calls handled by EMMA from that point. Your existing telephony provider continues to hold data for calls handled through their own infrastructure, including outbound calls, internal calls, and any calls not routed through EMMA.

How Long Is Data Retained?

  • Performance metrics - retained long-term for reporting purposes and are never erased, regardless of your call recording retention period.
  • Transcripts - permanently retained and never deleted.
  • Call recordings - deleted after the retention period agreed at the time of contract, which can range from 30 days up to several years depending on your selected plan.

Does EMMA Need to Be Listed on the Better Purchasing Framework?

No. EMMA is not a telephony service and QuantumLoopAi is not a telephony provider. NHS England has confirmed this position. EMMA operates as a request management service that uses the telephone as an input channel. It is analogous to an online consultation tool.

Your existing BPf telephony contract must remain in place. Your BPf provider continues to deliver your internal telephony, outbound calling, and business continuity failover. Implementing EMMA does not affect or replace that contract.

QuantumLoopAi is listed on the Crown Commercial Service RM6200 AI framework, which is the relevant procurement route for AI services of this kind.

Does QuantumLoopAi Meet NHS Digital Assurance Requirements?

Yes. QuantumLoopAi meets all NHS digital assurance requirements relevant to the EMMA service, including:

  • All eight CBT metrics reported in real time via the dashboard and submitted nationally via SEFT
  • DTAC assessment completed
  • DCB0129 clinical safety compliant
  • Cyber Essentials PLUS certified
  • DSPT completed annually
  • ISO 27001 accredited systems
  • MHRA registered as a Class I Medical Device
  • ICO registered (ZB801672)
  • Listed on CCS RM6200 AI framework
  • Over 99.9% uptime during core hours
  • Automatic failover to BPf provider if EMMA is unavailable

Full assurance documentation is available on request. Contact support@quantumloopai.com.

Troubleshooting

We want to enable NHS SEFT reporting but have not done so yet. Contact the QuantumLoopAi team at support@quantumloopai.com. We will confirm your preference and begin submitting data on your behalf.

We are unsure whether our BPf provider is still reporting data now that EMMA is live. Your BPf provider continues to report data for calls handled through their own infrastructure. QuantumLoopAi reports data for inbound calls handled by EMMA. Contact your BPf provider to confirm their reporting position and ensure there is no duplication or gap.

We need to access historical metrics for a reporting period. All metrics are retained long-term and are accessible through the dashboard at any time. Contact the QuantumLoopAi team if you need help locating specific data.

We need call recordings retained for longer than our current plan allows. Contact the QuantumLoopAi team as soon as possible. Retention periods are agreed at contract stage. We will advise on the options available.

FAQs

Can we access our NHS reporting data directly from the dashboard? Yes. All eight CBT metrics and Mandate KPIs are available in real time through your dashboard. You do not need to wait for a report to be generated.

Will our ICB be able to access our reporting data? If you want your ICB to have visibility of your reporting data, contact the QuantumLoopAi team and we can advise on the best approach.

Does EMMA replace our BPf telephony provider? No. Your BPf telephony contract must remain in place. EMMA works alongside your existing telephony infrastructure and does not replace it.

What happens to reporting if EMMA is unavailable? If EMMA is unavailable, calls automatically revert to your BPf telephony provider. Your BPf provider's reporting continues to cover those calls. QuantumLoopAi maintains over 99.9% uptime during core hours.

Can we request a copy of our metrics data for a specific period? Yes. Contact the QuantumLoopAi team with the time period required and we will assist.