Call statistics to the NHS 111 service were released today by the Department of Health
The following statistics were released today by the Department of Health:
Call statistics to the NHS 111 service up to and including August 2011 from four pilot sites providing this service at this time. These include County Durham and Darlington, Lincolnshire, Luton and Nottingham City.
**The main findings for August 2011 were: **
- In August, there were 35,503 calls to the 111 service, with 72% of these calls from people directly dialling 111. Scaled up, this would represent 12.6 million calls per year across England to the NHS 111 service.
- In August 84% of calls made to the 111 service were answered, with 97% of these answered within 60 seconds. The percentage of calls answered has fluctuated from month to month, so a decrease of 4 percentage points is not a concern unless a negative trend continues. For example since January 2011 the percentage of calls answered has ranged from 79 to 90%.
- Average length of a call episode for data up to and including August was 8 minutes 48 seconds, with 77% of callers receiving a triage and 2% of people called back.
- On average 33% of call time was handled by clinical staff for all calls up to and including August.
Further information can be found on the Department of Health’s website.