Monthly call statistics to the NHS 111 service up to and including December 2011 published
Call statistics to the NHS 111 service up to and including December 2011 from the seven 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, Cumbria and Lancashire.
The main findings for December 2011 were:
1. In December, there were 82,907 calls to the 111 service, with 70% of these calls from people directly dialling 111. Scaled up, this would represent 12.4 million calls per year across England to the NHS 111 service.
2. In December 95% of answered calls made to NHS111 were answered within 60 seconds. Of all calls offered 1.6% were abandoned after waiting longer than 30 seconds.
3. Average length of a call episode for data up to and including December was 8 minutes 39 seconds, with 79% of callers receiving a triage and 2% of people called back.
4. On average 31% of call time was handled by clinical staff for all calls up to and including December.
5. For the period between April to October 2011, 92% of callers were very or fairly satisfied with their NHS111 experience.
Further information is available on the Department of Health website.