Call statistics to the NHS 111 service up to and including February 2014 from the 46 sites providing this service and able to provide data at this time.
a. In February, there were 891,226 calls to the NHS 111 service, with 94.5% of these calls from people directly dialling 111. Scaled up, this would represent 10.2 million calls per year across England to the NHS 111 service.
b. In February, 95.4% of answered calls made to NHS 111 were answered within 60 seconds. Of all calls offered 1.0% were abandoned after waiting longer than 30 seconds.
c. Average episode length of a call in February was 16 minutes 00seconds.
d. For answered calls 84.7% 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, 8.9% were offered a call back, of those offered a call back 48.5% were called back within 10 minutes.
f. On average 29.9% of call time was handled by clinical staff for all calls in February.
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.
You can obtain further details by contacting the relevant statistical team at the following address:
8E12 Quarry House