NHS 111 continues to improve

The data published today on the performance of NHS 111 in May 2013 showed the service continues to improve and is highly rated by those who use it – 92 per cent were very or fairly satisfied with their NHS111 experience. 

Usage of the service continues to grow –in May there were 580,937 calls to the 111 service compared to 566,532 the previous month. The majority of NHS 111 services in England are now meeting the performance standards. 93 percent of calls answered in 60 seconds and just two percent of calls were abandoned after waiting longer than 30 seconds. This again is an improvement from last month when 87 percent  of calls were answered in 60 seconds and four percent of calls were abandoned after waiting longer than 30 seconds.

NHS England’s role is in supporting clinical commissioning groups (CCGs) as commissioners of services. It is our absolute priority to ensure patients get a high quality, safe service wherever they live and where providers are failing to meet standards, NHS England is working with local CCGs, who took over the commissioning of the NHS 111 service on 1 April 2013, to ensure these providers have plans in place to improve and meet the required standards.

NHS England is also working with CCGs across England to consider all aspects of the NHS 111 service and ensure the service is designed and commissioned in the best possible way to meet the needs of patients and the public. 

The NHS 111 service was introduced to deal with public concern and frustration in accessing NHS care, especially at weekends and out of hours. Calls from landlines and mobile phones are free, and the service is available 24 hours a day, 365 days a year.


  1. sue Baker says:

    A dental patient recently attended my practice on monday morning with a large facial swelling from a dental abscess. She had contacted 111 who had advised her to attend A+E. At A+E she was advised that they ‘didn’t do dental’ and to contact 111. The patient then went home and self medicated on some old and inappropriate antibiotics which she had left over from a previous illness.
    This is not the first time that a patient has reported this and the fact that 111 is totally inadequate for dental emergencies at present. The initiative to control antibiotic prescribing must extend to patients themselves who are taking these in desperation due to a lack of appropriate access.

  2. kenneth appel says:

    as a member of Hertfordshire Healthwatch, it has been reported to me that patients had been referred to A & E when they were non urgent. IThis service should be reserved for Emergency cases