NHS 111 Statistics – January 2015

There were 1,166,768 calls offered to the NHS 111 service in January 2015, or 38 thousand per day. This was fewer than the 1,398,166 in December 2014, but larger than every other month since NHS 111 started.

Of calls answered by NHS 111 in England in January 2015, 92.3% were answered within 60 seconds. This was more than in December 2014 (79.4%) but similar to the average for 2014 of 92.9%.

In January 2015, the proportion of calls abandoned after waiting longer than 30 seconds was 1.7%, fewer than in November (2.2%) and December 2014 (6.1%), but more than in all other months of 2014.

Of calls offered to NHS 111 in January 2015, 1,128,567 were from people directly dialling 111, and 38,201 came through other numbers. The proportion dialling 111 directly was 96.7%, very similar to 96.8% in December 2014 which was the highest ever.

Of all calls answered, 11% were offered a call back in January 2015, the same as December 2014, and a little higher than 9% in most months of 2014. Of those offered a call back in January 2015, 48% were called back within 10 minutes, more than in December (45%) but less than in all other months of 2014.

The mean average call length was 14 minutes 35 seconds in January 2015, less than the 15 minutes 57 seconds in December 2014, but similar to 2014 average.

Of calls answered, 86% received triage in January 2015, the same as in November and December 2014. Calls triaged are those where the NHS 111 call handler opens and uses the clinical assessment tool (NHS Pathways). Calls not triaged include, for example, follow-ups of previous calls, or calls where the caller is unable or unwilling to give specific details about the patient’s condition, such as enquiries about contact details for pharmacists or other local care services.

Of calls triaged in January 2015, 11% had ambulances dispatched, 7% were recommended to A&E, 63% were recommended to primary care, 4% were recommended to another service, and 15% were not recommended to any service. For December 2014, these figures were the same, apart from 64% for primary care.

Statistical Note
Download NHS 111 Statistical Note for January 2015 (DOCX, 828KB)

Excel Data
Download MDS January 2015 National (XLS, 636KB)

Download MDS January 2015 North (XLS, 680KB)

Download MDS January 2015 South (XLS, 1059KB)

Download MDS January 2015 London (XLS, 939KB)

Download MDS January 2015 Midlands & East of England (XLS, 1385KB)

CSV Data
Download MDS Monthly Extraction January 2015 (CSV, 13KB)

Download MDS December 2011 to January 2015 (CSV, 247KB)

Publication Timetables
Download 2015-16 NHS 111 MDS Publication Timetable (DOCX, 30KB)

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

Download 2013-14 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 6th March 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