NHS 111 Statistics – November 2014

Of calls answered by NHS 111 in November, 90.6% were answered within 60 seconds, less than in October (94.7%). So far in 2014, the standard of 95% calls answered in 60 seconds was only met four times: January, February, August and September.

In November 2014, 2.2% of calls were abandoned after waiting longer than 30 seconds without being answered, more than in October 2014 (1.0%), and the highest since May 2013. Nevertheless, the standard of less than 5% calls abandoned has been met in every month from April 2013 onwards at the national level.

There were 1,084,219 calls offered to the NHS 111 service in November 2014, which is equivalent to 36.1 thousand per day, or 13 million per year, slightly more than the previous highest value of 36.0 thousand per day in April 2014.

Of calls offered to NHS 111 in November 2014, 1,047,565 were from people directly dialling 111, and 36,650 came through other numbers. The proportion coming through 111 was 96.6%, the joint highest with August 2014.

The mean average episode length of a call was 14 minutes 37 seconds in November 2014, more than the 14 minutes 13 seconds in October 2014, but about average for 2014 so far.

Of calls answered, 86% received triage in November 2014, slightly more than the 85% for each of the previous eleven months. Calls not triaged include when callers are referred on to another service, or are following up previous calls, or when callers abandon the call before triage could start.

The 86% of calls receiving triage in November 2014 comprised 10% where ambulances were dispatched, recommendations to primary care (54%), A&E (6%) or another service (3%), and 13% where no other service was recommended. For October 2014, these figures were 53% primary care, 7% A&E, 14% no service and otherwise the same.

Of all calls answered, 10% were offered a call back in November 2014, a slight increase on 9% for October and most other months in 2014. Of those offered a call back in November, 50% were called back within 10 minutes, a little less than in October and the average for the previous twelve months, both 52%.

On average, 29% of call time was handled by clinical staff in November 2014, the same as October 2014. Only 21 of the 45 sites provided this information in November.

Statistical Note
Download NHS 111 Statistical Note for November 2014 (DOCX, 818KB)

Excel Data
Download MDS November 2014 National (XLS, 611KB)

Download MDS November 2014 North (XLS, 656KB)

Download MDS November 2014 South (XLS, 1013KB)

Download MDS November 2014 London (XLS, 907KB)

Download MDS November 2014 Midlands & East of England (XLS, 1310KB)

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

Download MDS December 2011 to November 2014 (CSV, 252KB)

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 9th January 2015 (DOCX, 31KB)

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