NHS 111 Statistics – September 2014

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

Of calls answered by NHS 111 in September, 96.1% were answered within 60 seconds, fewer than in August (96.3%) but more than the six months before August.

In September 2014, 0.8% of calls were abandoned after waiting longer than 30 seconds without being answered, more than in August 2014 (0.6%) but fewer than the six months before August.

There were 905,555 calls offered to the NHS 111 service in September 2014, equivalent to 30 thousand per day or 11 million per year. This was the lowest rate per day since January 2014 (29 thousand per day).

Of calls offered to NHS 111, 873,551 (96%) calls were from people directly dialling 111 in September 2014, the largest proportion ever except for August 2014 (97%). Most calls coming through other numbers were in Cambridge and Peterborough or Hertfordshire.

The mean average episode length of a call was 13 minutes 27 seconds in September 2014, the same as in August 2014.

Of calls answered, 85% received triage in September 2014, the same as each of the previous ten 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.

The 85% of calls receiving triage in September 2014 comprised (10%) where ambulances were dispatched, recommendations to A&E (7%), primary care (52%), or another service (3%), and 14% where no other service was recommended. For August 2014, these figures were 9% ambulance dispatch, 53% primary care, 13% no other service, and otherwise the same.

Of all calls answered, 8% were offered a call back in September 2014, the same as August 2014. Of those offered a call back, 53% were called back within 10 minutes, which is the highest since January 2014.

On average, 28% of call time was handled by clinical staff in September 2014 in the 21 sites which provided this information. This proportion was 30% or more in the previous nine months.

Statistical Note
Download NHS 111 Statistical Note for September 2014 (DOCX, 792KB)

Excel Data
Download MDS September 2014 National (XLS, 572KB)

Download MDS September 2014 North (XLS, 634KB)

Download MDS September 2014 South (XLS, 949KB)

Download MDS September 2014 London (XLS, 854KB)

Download MDS September 2014 Midlands & East of England (XLS, 1188KB)

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

Download MDS Full Extraction till September 2014 (CSV, 217KB)

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 31st October 2014 (DOCX, 19KB)

Contact Us
You can obtain further details by contacting the relevant statistical team at the following address:

Ian Kay
NHS England
5E24 Quarry House
Quarry Hill