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The following statistics were released today by the Department of Health: Call statistics to the NHS 111 service up to and including April …
The following statistics were released today by the Department of Health:
Call statistics to the NHS 111 service up to and including April 2012 from the nine 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, Hillingdon and Croydon.
**The main findings for April 2012 were: **
- In April, there were 104,585 (85,055) calls to the 111 service, with 80% of these calls from people directly dialling 111. Scaled up, this would represent 14.1 (13.8) million calls per year acrossEnglandto the NHS 111 service.
- In April, 98% of answered calls made to NHS111 where 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 April was 9 minutes 36 seconds (9 minutes 41 seconds), with 79% of callers receiving a triage and 2% of answered calls called back.
- On average 30% of call time was handled by clinical staff for all calls up to and including April.
- For the period between April 2011 to March 2012, 92% of callers were very or fairly satisfied with their NHS111 experience.
The data can be found on the Department of Health’s website.
To contact the Media Centre, please refer to the Department of Health’s website for the relevant contact details.
Published: 8 June 2012
From: Department of Health