NHS 111 Statistics – August 2014

The latest data for August 2014 comprises all 45 NHS 111 service sites. July 2014 data for Suffolk have been revised considerably, but the effects upon percentages at the national level are all smaller than 0.1 percentage point.

a)   Of calls answered by NHS 111 in England in August 2014, 96.3% were answered within 60 seconds, the highest since January 2014.

b)   In August 2014, 0.6% of calls were abandoned after waiting longer than 30 seconds without being answered, the lowest since January 2014.

c)   There were 983,674 calls offered to the NHS 111 service in August 2014, very similar to July and June, but less than March to May which each had more than a million. The August value is equivalent to 31.7 thousand per day, or 11.5 million per year.

d)   Of calls offered to NHS 111, 949,750 (97%) calls were from people directly dialling 111 in August 2014, a slightly higher proportion than 96% in July 2014. In August 2014, 33,924 calls came through other numbers.

e)   The mean average episode length of a call was 13 minutes 27 seconds in August 2014, the lowest since January 2013.

f)   Of calls answered, 85% received triage in August 2014, the same as each of the previous nine 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 August 2014 comprised 9% where ambulances were dispatched, recommendations to contact primary care (53%), A&E (7%), or another service (3%), and 13% where no other service was recommended. For July 2014, these figures were 10% ambulance dispatch, 51% primary care, 14% no other service, and otherwise the same.

h)   Of all calls answered, 8% were offered a call back in August 2014, less than the 9% for July 2014 but the same as the average for the previous twelve months. Of those offered a call back in August, 52% were called back within 10 minutes, similar to the 51% for July.

Statistical Note
Download NHS 111 Statistical Note for August 2014 (DOCX, 852KB)

Excel Data
Download MDS August 2014 National (XLS, 578KB)

Download MDS August 2014 North (XLS, 596KB)

Download MDS August 2014 South (XLS, 858KB)

Download MDS August 2014 London (XLS, 789KB)

Download MDS August 2014 Midlands & East of England (XLS, 1090KB)

CSV Data
Download MDS Monthly Extraction August 2014 (CSV, 14KB)

Download MDS Full Extraction till August 2014 (CSV, 219KB)

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 3rd October 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