NHS 111 online statistics

Important: The 111 online Management Information for October 2024 was delayed due to a data pipeline failure. All metrics for October 2024 are now available and published below in the usual formats.

Introduction

NHS 111 online (https://111.nhs.uk/) is a fast and convenient alternative to the 111 phone service for people who want to access 111 digitally.

Data from 111 online were first published as Management Information in July 2023. This means that the publication is not badged as Official Statistics but every effort is still made to adhere to the Code of Practice for Statistics.

Note that several additional metrics were published in August 2024. The data item specification and data quality statement have been updated accordingly.

Methodology

Data item specification and glossary – version published 12/09/24 (PDF, 434KB)

Contains descriptions of each measure, how dispositions are mapped into metric groupings, a glossary of 111 online terminology, a flow diagram of a user’s journey through the website, and a revision log that tracks any changes in the metrics provided.

Data quality statement – version published 13/03/25 (PDF, 187KB)

Contains detail on how data are collected and analysed. Lists any changes to 111 online or data quality issues which resulted in a notable change to a metric. Please email nhs111online@nhs.net if you need this document in an alternative format.

Corrections

Completion rate

An error in National completion rate was discovered in September 2024, which applied to all months since August 2023. This was due to some triages being marked as ‘incomplete’ when they should have been marked as not having started. Regional and ICB-level completion rate were unaffected.

In the publication issued in October 2024, National completion rate was corrected for data from August 2023 to August 2024. This correction was applied to the time series, each of the monthly data files, and the 2023-24 flow diagram.

The correction resulted in an increase in completion rate from 90-92% to 94-95%.

Data downloads

Time series

111 online metrics – Time series (XLSX, 2.9MB)

Monthly metrics

Data flow diagram

Click the image to enlarge, or download as PDF.

Financial year 2023/24

Updated on 10th October 2024.
111 online flow diagram 2023-24 (PDF, 226KB)

Financial year 2022/23

111 online flow diagram 2022-23 (PDF, 234KB)

Contact details

For further information about the published statistics, please contact us at nhs111online@nhs.net

For press enquiries, please contact the NHS England press office on 0113 825 0958 or nhsengland.media@nhs.net

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