NHS 111 Statistics – September 2013

IMPORTANT: Following discussion it has been decided to suspend the Systems Impact element of the NHS 111 collection. Due to issues over comparative baselines and changing geographies of providers it was decided to replace the Systems Impacts information with analysis based on existing data sets.   We are currently working on a toolkit that will allow providers and commissioners, as well as members of the public, to determine the impact on their localities of NHS 111 using these existing data sets


Call statistics to the NHS 111 service up to and including September 2013 from the 39 sites providing this service and able to provide data at this time.

The main findings for September 2013 were:

a.    In September, there were 585,302  calls to the NHS 111 service, with 94.5% of these calls from people directly dialling 111. Scaled up, this would represent 8.1 million calls per year across England to the NHS 111 service.

b.    In September, 97.1%  of answered calls made to NHS 111 were answered within 60 seconds. Of all calls offered 0.7% were abandoned after waiting longer than 30 seconds.

 c.    Average episode length of a call in September was 15 minutes 0 seconds 

 d.    For answered calls 85.2% received triage.

 e.    Of all answered calls 7.1% were offered a call back, of those offered a call back 37.1%  were called back within 10 minutes.

f.     On average 24.0%  of call time was handled by clinical staff for all calls in September.  Eleven sites are currently able to submit this data, due to the data being classed as commercially sensitive by some providers.

More detailed tables and further information can be found in the statistical release below:

NHS 111 MDS September – Statistical Annex (DOC, 703KB)


NHS 111 MDS September 2013 NATIONAL (XLS, 462KB)

NHS 111 MDS September 2013 NORTH (XLS, 449KB)

NHS 111 MDS September 2013 SOUTH (XLS, 595KB)

NHS 111 MDS September 2013 LONDON (XLS, 652KB)

NHS 111 MDS September 2013 MIDLANDS (XLS, 771KB)


Contact Us

You can obtain further details by contacting the relevant statistical team at the following address:

NHS 111 Team
NHS England
8E12 Quarry House
Quarry Hill