Call statistics to the NHS 111 service up to and including January 2014 from the 43 sites providing this service and able to provide data at this time.

a.    In January, there were 899,027 calls to the NHS 111 service, with 94.3% of these calls from people directly dialling 111. Scaled up, this would represent 10.5 million calls per year across England to the NHS 111 service.

b.    In January, 97.7% of answered calls made to NHS 111 were answered within 60 seconds. Of all calls offered 0.5% were abandoned after waiting longer than 30 seconds.

c.    Average episode length of a call in January was 13 minutes 39 seconds.

d.    For answered calls 85.0% received triage. A number of things can happen with 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, 6.7% were offered a call back, of those offered a call back 57.3% were called back within 10 minutes.

Download NHS 111 Statistical Note for January 2014 (DOC, 677KB)

Data

Download MDS January 2014 National (XLS, 467KB)

Download MDS January 2014 North (XLS, 492KB)

Download MDS January 2014 South (XLS, 632KB)

Download MDS January 2014 London (XLS, 637KB)

Download MDS January 2014 Midlands & East (XLS, 796KB)

Publication Timetables

Download 2013-14 NHS_111 MDS Publication Timetable (DOCX, 16KB)

Download 2014-15 NHS_111 MDS Publication Timetable (DOCX, 16KB)

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