News story

NHS 111 Minimum Data Set

This news article was published under the 2010 to 2015 Conservative and Liberal Democrat coalition government

The Department has published statistical information on calls made to the NHS 111 service up to and including October 2011 from the four sites…

The Department has published statistical information on calls made to the NHS 111 service up to and including October 2011 from the four sites providing this service at this time. The sites are County Durham and Darlington, Lincolnshire, Luton, and Nottingham City.

The main findings were:

  • There were 40,039 calls to the 111 service, with 70% of these calls from people directly dialling 111. This would represent 14.2 million calls per year across England
  • 88% of calls made to the service were answered, with 99% of these answered within 60 seconds. Of the remaining calls, around 11.5% were abandoned by callers within 30 seconds of the introductory message and less than 0.5% of calls were abandoned after waiting longer than 30 seconds
  • Average length of a call episode was 8 minutes 57 seconds and 2% of people called back
  • On average 32% of call time was handled by clinical staff for all calls up to and including October
  • For the period between April to September 2011, 92% of callers were very or fairly satisfied with their NHS111 experience

Further information is available here.