Call statistics to the NHS 111 service up to and including March 2012 from the seven sites providing this service and able to provide data at this time. The sites are: County Durham and Darlington, Lincolnshire, Luton, Nottingham City, Isle of Wight, Derbyshire and the North West.
The main findings for March 2012 were:
- In March, there were 85,055 calls to the 111 service, with 80% of these calls from people directly dialling 111. Scaled up, this would represent 13.8 million calls per year across England to the NHS 111 service.
- In March, 98% of answered calls made to NHS111 where answered within 60 seconds. Of all calls offered 1% were abandoned after waiting longer than 30 seconds.
- Average length of a call episode for data up to and including March was 9 minutes 41 seconds, with 79% of callers receiving a triage and 2% of answered calls called back.
- On average 30% of call time was handled by clinical staff for all calls up to and including March.
- For the period between April to October 2011, 92% of callers were very or fairly satisfied with their NHS111 experience.
More detail and summary charts are in Annex A below:
You can obtain further details by contacting the commissioning analysis and intelligence team at the following address:
NHS 111 Team
Commissioning Analysis and Intelligence
Department of Health
11/3 New Kings Beam House
22 Upper Ground
Phone: 0207 633 4182
Statistician: Craig Irwin