NHS 111 Statistics, December 2012

1 February 2013

NHS 111 Minimum Data Set – December Release

Call statistics to the NHS 111 service up to and including December 2012 from the 14 sites providing this service and able to provide data at this time. The sites are:

County Durham & Darlington
Lincolnshire
Luton
Nottingham City
Isle of Wight
Derbyshire
The North West
Croydon
Hillingdon
Inner North West
London
Hertfordshire
Great Yarmouth & Waveney
Oxfordshire
Wandsworth

The main findings for December 2012 were:

In December, there were 239,604 calls to the 111 service, with 81% of these calls from people directly dialling 111. Scaled up, this would represent 20.2 million calls per year across England to the NHS 111 service.
In December, 89% of answered calls made to NHS111 were answered within 60 seconds. Of all calls offered 5% were abandoned after waiting longer than 30 seconds.
Average length of a call episode for data up to and including November was 9 minutes 49 seconds, with 77% of callers receiving a triage and 3% of answered calls called back.
On average 30% of call time was handled by clinical staff for all calls up to and including December.
For the period between April 2011 to October 2012, 92% of callers were very or fairly satisfied with their NHS111 experience.

More detail and summary charts are in Annex A below.

Annex A (PDF 111kb)