Press release

Statistical press notice: NHS 111 Minimum Data Set – October Release

Call statistics to the NHS 111 service up to and including October 2011 were released today by the Department of Health

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


The following statistics were released today by the Department of Health:

Call statistics 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 for October 2011 were:

  • In October, there were 40,039 calls to the 111 service, with 70% of these calls from people directly dialling 111. Scaled up, this would represent 14.2 million calls per year across England to the NHS 111 service.
  • In October 88% of calls made to the 111 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 for data up to and including October was 8 minutes 57 seconds, with 77% of callers receiving a triage 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.

Full statistics on NHS 111 minimum data sets can be found on the Department of Health website.

Published 2 December 2011