NHS 111 Statistics – July 2014

The latest data for July 2014 comprises all 45 NHS 111 service sites.

a)    Of calls answered by NHS 111, 94.1% were answered within 60 seconds in July 2014, a decrease from the previous month’s performance of 94.5%. This means that the target of 95% was not met for the fifth consecutive month.

b)    In July 2014, 1.1% of calls were abandoned after waiting longer than 30 seconds without being answered, a little more than 1.0% in the previous month. The target of less than 5% calls abandoned has been met or exceeded in every month from April 2013 onwards at the national level.

c)    There were 977,417 calls to the NHS 111 service in July 2014, which is equivalent to 32 thousand per day, or 12 million per year. June 2014 had 33 thousand per day.

d)    Of calls answered by NHS 111, 934,544 (96%) calls were from people directly dialling 111 in July 2014, a slightly higher proportion than 95% in June 2014. In July 2014, 42,873 calls came through other numbers.

e)    The mean average episode length of a call was 15 minutes and 1 second in July 2014, similar to 15 minutes and 5 seconds in June 2014.

f)     Of calls answered, 85% received triage in July 2014, the same as each of the previous eight months. 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.

g)    The 85% of calls receiving triage in July 2014 comprised 10% where ambulances were dispatched, recommendations to contact primary care (51%), A&E (7%), or another service (3%), and 14% where no other service was recommended. For June 2014, these figures were 9% ambulance dispatch, 52% primary care, 13% no other service, and otherwise the same.

h)   Of all calls answered, 9% were offered a call back in July 2014, the same as each of the previous five months. Of those offered a call back, 51% were called back within 10 minutes, the same as June 2014.

i)     On average, 30% of call time was handled by clinical staff in July 2014 as the same as June 2014. Only 21 of the 45 sites provided this information in July. Some providers class it as commercially sensitive, and its collection is technically voluntary.

*Update on 11 September 2014: in g) no other service corrected from 29% to 14% for July, and 28% t0 13% for June.

Statistical Note
Download NHS 111 Statistical Note for July 2014 (DOC, 767KB)

Excel Data
Download MDS July 2014 National (XLS, 538KB)

Download MDS July 2014 North (XLS, 560KB)

Download MDS July 2014 South (XLS, 791KB)

Download MDS July 2014 London (XLS, 787KB)

Download MDS July 2014 Midlands & East of England (XLS, 1079KB)

CSV Data
Download MDS Monthly Extraction July 2014 (CSV, 13KB)

Download MDS Full Extraction till July 2014 (CSV, 208KB)

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
This document lists people who have access to the statistics in the 24 hours before publication:
Download NHS 111 Pre-Release Access List 5th September 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