NHS 111 Statistics – May 2014

The latest data for May 2014 comprises all 45 NHS 111 service sites, along with additional survey data and minor revisions.

a.    In May, there were 1,112,633 calls offered to the NHS 111 service. Scaled up, this would represent 13.1 million calls per year and 36 thousand per day across England to the NHS 111 service. 1,058,476 (95%) calls were from people directly dialling 111, and 54,157 calls came through other numbers.

b.    Of all calls answered in May 2014, 93.1% were answered within 60 seconds, which was less than in the previous eleven months; and 9.0% were offered a call back, which was greater than in the previous nine months.

c.   Other indicators were similar to the averages for 2013-14. Of all calls offered In May 2014, 1.2% were abandoned after waiting longer than 30 seconds.

d. Of all calls answered in May 2014, 84.5% received triage. Calls not triaged include when callers are referred on to another service, or given health information and do not need to be triaged, or when callers abandon the call before triage could start.

d.    Of those where a call back was offered, 49.4% were called back within 10 minutes.

e.    The average episode length of a call in May 2014 was 14 minutes and 59 seconds, and the proportion of call time handled by clinical staff was 30.1%.

g.   The main revisions are due to NHS 111 providers’ satisfaction survey data received since the previous publication deadline for eleven additional areas. Data are only requested for the 38 areas with the same provider throughout the survey period, so this completes the survey data for October 2013 to March 2014. Satisfaction is barely affected, with still 69% of respondents very satisfied, 20% fairly satisfied, and 6% dissatisfied, although the figure for neither satisfied nor dissatisfied now rounds up to 5%.

h. North Central London calls answered in 60 seconds has been revised for March 2014, altering the national percentage from 93.2% to 94.3%.

i. Several items for Great Yarmouth & Waveney, and for North Essex, have had smaller revisions for April 2014. All affected figures are marked “r” in the spreadsheets.

Statistical Note
Download NHS 111 Statistical Note for May 2014 (DOC, 761KB)

Excel Data
Download MDS May 2014 National (XLS, 536KB)

Download MDS May 2014 North (XLS, 533KB)

Download MDS May 2014 South (XLS, 726KB)

Download MDS May 2014 London (XLS, 683KB)

Download MDS May 2014 Midlands & East of England (XLS, 936KB)

CSV Data
Download MDS Monthly Extraction May 2014 (CSV, 12KB)

Download MDS Full Extraction till May 2014 (CSV, 167KB)

Publication Timetables
Download 2013-14 NHS 111 MDS Publication Timetable (DOCX, 16KB)

Download 2014-15 NHS 111 MDS Publication Timetable (DOCX, 16KB)

Download NHS 111 MDS Guidance V0.9 (DOC, 940KB)

Pre-release Access List
Download NHS 111 Pre-Release Access List 4th July 2014 (DOCX, 19KB)

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 relevant statistical team at the following address:

Ian Kay
NHS England
8E12 Quarry House
Quarry Hill