NHS 111 Statistics, November 2012

NHS 111 Minimum Data Set – November Release

Call statistics to the NHS 111 service up to and including November 2012 from the thirteen 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, the North West, Croydon, Hillingdon, Inner North West London, Hertfordshire, Great Yarmouth and Waveney and Oxfordshire.

The main findings for November 2012 were:  

  1. In November, there were 159,692 calls to the 111 service, with 75% of these calls from people directly dialling 111. Scaled up, this would represent 12.5 million calls per year across England to the NHS 111 service.
  2. In November, 96% of answered calls made to NHS111 were answered within 60 seconds. Of all calls offered 2% were abandoned after waiting longer than 30 seconds.
  3. Average length of a call episode for data up to and including November was 9 minutes 20 seconds with 77% of callers receiving a triage and 3% of answered calls called back.
  4. On average 29% of call time was handled by clinical staff for all calls up to and including November.
  5. For the period between April 2011 to March 2012, 92% of callers were very or fairly satisfied with their NHS111 experience.

More detail and summary charts are in Annex A below.

NHS111 Summary November 2012 Annex A (PDF 143kb)


Minimum data set November ’12 (XLS 903kb)

Pre-Release Access

Pre_Release_Access_List(PDF. 10kb)


Contact Us

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
G18 Wellington House
81-83 Waterloo Road

Phone: 0207 972 4422
Statistician: Thomas Kent