NHS 111 Statistics, May 2013

NHS 111 Minimum Data Set – May Release

Call statistics to the NHS 111 service up to and including May 2013 from the 31 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 & Waveney
  • Oxfordshire
  • Wandsworth
  • Sutton & Murton
  • Norfolk
  • Suffolk
  • Kingston & Richmond
  • North Central London
  • Buckinghamshire
  • Somerset
  • Mainland SHIP
  • Cheshire & Mersey Side
  • Greater Manchester
  • South Essex
  • Northamptonshire
  • Milton Keynes
  • West Midlands
  • South East London
  • East London & City
  • Yorkshire & Humber
  • Dorset

The main findings for May 2013 were: 

In May, there were 580,937 calls to the 111 service, with 94% of these calls from people directly dialling 111. Scaled up, this would represent 9.0 million calls per year across England to the NHS 111 service.

In May, 93% of answered calls made to NHS111 were answered within 60 seconds. Of all calls offered 2% were abandoned after waiting longer than 30 seconds.

Average length of a call episode for data up to and including April was 12 minutes 49 seconds, with 80% of callers receiving a triage and 6% of answered calls called back.

On average 27% of call time was handled by clinical staff for all calls up to and including May.

For the period between April 2011 to March 2013, 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 226kb)


Minimum data set National May’13

Minimum data set M&E May’13

Minimum data set North May’13

Minimum data set South May’13

Minimum data set London May’13

Pre-Release Access


Google PDE Application

You can also access the NHS111 dataset from the Google PDE link below, this graphically represents the call level data from all 111 sites.

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, Danielle Jaques