Call statistics to the NHS 111 service up to and including October 2013 from the 40 sites providing this service and able to provide data at this time.

a.    In October, there were 711,559  calls to the NHS 111 service, with 95.3% of these calls from people directly dialling 111. Scaled up, this would represent 8.8 million  calls per year across England to the NHS 111 service. 

 b.    In October, 96.5% of answered calls made to NHS 111 were answered within 60 seconds. Of all calls offered 0.9%  were abandoned after waiting longer than 30 seconds.

 c.    Average episode length of a call in October was 14 minutes 18 seconds.

 d.    For answered calls 84.4%  received triage. A number of things can happen to calls that are not triaged. It could be the case that the caller abandons the call before a triage could commence, the caller could be referred on to another service by the call handler without triage or the caller could be given health information and did not need to be triaged.

 e.  Of all answered calls, 6.6%  were offered a call back, of those offered a call back 50.9% were called back within 10 minutes.

f.  On average 25.3%  of call time was handled by clinical staff for all calls in October.  Eleven sites are currently able to submit this data, due to the data being classed as commercially sensitive by some providers

g. Revisions were also published this month for the MDS data covering the period April-September 2013. There were minimal changes to all fields in the collection.

The results for the NHS 111  patient satisfaction survey for the period April-September 2013 were published this month, covering 31 sites. The overall position to date, including the data for the most recent patient satisfaction survey, is reported below.

The service was popular amongst patients that used it, with 88.7%  of callers satisfied with the service they received .  87.4% of patients followed the advice they were given, and 82.2%  felt that  the problem was resolved or improved, that is got them to the ‘right place, first time’.

Download NHS 111 Statistical Note for October 2013 (DOC, 694KB)

Data

Download MDS October 2013 National (XLS, 664KB)

Download MDS October 2013 North (XLS, 464KB)

Download MDS October 2013 South (XLS, 648KB)

Download MDS October 2013 London (XLS, 669KB)

Download MDS October 2013 Midlands (XLS, 774KB)

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.
http://www.google.com/publicdata/explore?ds=lju6n4rotpmqg_

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
Leeds
LS2 7UE
Email: Unify2@dh.gsi.gov.uk