NHS 111 Minimum Data Set – September Release
Call statistics to the NHS 111 service up to and including September 2012 from the ten sites providing this service and able to provide data at this time. The sites are: County Durham and Darlington, Lincolnshire, Luton, Nottingham City, Isle of Wight, Derbyshire, the North West, Croydon, Hillingdon and Inner North West London.
The main findings for September 2012 were:
- In September, there were 92,578 calls to the 111 service, with 84% of these calls from people directly dialling 111. Scaled up, this would represent 10.5 million calls per year across England to the NHS 111 service.
- In September, 98% of answered calls made to NHS111 were answered within 60 seconds. Of all calls offered 1% were abandoned after waiting longer than 30 seconds.
- Average length of a call episode for data up to and including September was 9 minutes 8 seconds with 78% of callers receiving a triage and 3% of answered calls called back.
- On average 29% of call time was handled by clinical staff for all calls up to and including September.
- For the period between April 2011 to March 2012, 92% of callers were very or fairly satisfied with their NHS111 experience.
More detail and summary charts are in Annex A below.
You can obtain further details by contacting the commissioning analysis and intelligence team at the following address:
NHS 111 Team
Commissioning Analysis and Intelligence
Department of Health
G24 Wellington House
81-83 Waterloo Road
Phone: 0207 972 4422
Statistician: Thomas Kent