05.03.11
NHS 111 statistics released
The Department of Health has released the latest statistics for the non-emergency number NHS 111, showing that a high percentage of callers were satisfied with the service.
The seven sites providing this service and so able to provide data are County Durham & Darlington, Lincolnshire, Luton, Nottingham City, Isle of Wight, Derbyshire and the North West.
In January, there were 75,031 calls to the service, 76% of which were from people directly dialling 111. Scaled up, this would represent 12.7 million calls per year across England to the NHS 111 service.
Other findings include the timeliness of answering NHS 111 calls. In January, 96% of answered calls were answered within 60 seconds. Of all calls offered – meaning calls where people have listened to the whole welcome message – only 2% were abandoned after waiting longer than 30 seconds.
The average length of a call episode for data up to and including January was 9 minutes 17 seconds, with 79% of callers receiving a triage and 2% of answered calls called back. On average 29% of call time was handled by clinical staff for all calls up to and including January.
For the period between April to October 2011, 92% of callers were ‘very’ or ‘fairly’ satisfied with their NHS 111 experience.
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