NHS 111 Statistics – April 2015

The latest NHS 111 Minimum Data Set spreadsheets and text files, Statistical Notes for 2015-16, and a link to background information, are at NHS 111 Minimum Data Set 2015-16.

There were 1,130,894 calls offered to the NHS 111 service in April 2015, or 37,700 per day, more than February and March 2015 (each 36,700 per day), but similar to January 2015 (37,600 per day).

Of calls answered by NHS 111 in England in April 2015, 93.9% were answered within 60 seconds, the highest since October 2014.

In April 2015, the proportion of calls abandoned after waiting longer than 30 seconds was 1.6%, slightly less than in March (1.7%) and the average for 2014-15 (1.8%).

Of all calls answered, 11% were offered a call back in April 2015, less than in March 2015 (13%), although that was the highest proportion since 111 started in 2010. Of those offered a call back, 48% were called back within 10 minutes, more than in March 2015 (42%), but less than the average for 2014-15 (50%).

The mean average episode length of a call was 14 minutes 59 seconds in April 2015, shorter than 15 minutes 37 seconds in February 2015, but similar to the average in 2014-15.

Of calls answered, 86.9% received triage in April 2015, the highest proportion since April 2013. 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 April 2015, 10% had ambulances dispatched, 8% 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. In the previous month, these proportions were 11% ambulances, 62% primary care, 16% not recommended to any service, and otherwise the same.

Of calls offered to NHS 111 in April 2015, the proportion where 111 was dialled directly was 97.1%, the highest since 111 began, although not much larger than the 2014-15 average of 95.5%.

Background information for the statistics is on the NHS 111 Minimum Data Set landing page.