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Welsh Government
Data Provider: Welsh Government Management Information 111 service activity in Wales, by date and measure

Data is published for the number of: calls offered, answered and abandoned for the NHS 111 service in Wales.

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[Expand]Click here to sortTotal calls offered[Collapse]Abandoned calls[Collapse]Answered callsClick here to sortAnswered calls[Expand]Click here to sortCalls where the caller indicated that they wished to conduct the call in Welsh[Collapse]Web hits for the NHS 111 Wales website[Collapse]Completed online symptom checksCompleted symptom check data for April and May was revised on 21/07/2022.<br />WAST discovered that some completed symptom checks were being counted more than once, in the instance where a user had returned to the previous page after receiving an outcome and either re-enter their answer or change it. A new methodology has been devised which only counts the most recent outcome for the session regardless of the number of times the user may have reached an outcome by altering their supplied information.
[Collapse]Abandoned callsClick here to sortAbandoned calls[Expand]Click here to sortCalls answered in 60 seconds or less[Expand]Click here to sortCalls answered after 60 seconds[Expand]Click here to sortWeb hits for the NHS 111 Wales website[Expand]Click here to sortCompleted online symptom checksCompleted symptom check data for April and May was revised on 21/07/2022.<br />WAST discovered that some completed symptom checks were being counted more than once, in the instance where a user had returned to the previous page after receiving an outcome and either re-enter their answer or change it. A new methodology has been devised which only counts the most recent outcome for the session regardless of the number of times the user may have reached an outcome by altering their supplied information.
[Expand]Click here to sortCalls abandoned in 60 seconds or less[Expand]Click here to sortCalls abandoned after 60 seconds
Apr '2285,8963,5918,96712,55831,71541,62373,3381,224351,75016,786
May '2277,3712,0154,2366,25138,76532,35571,1201,084329,78510,634
Jun '2287,7105,08512,57217,65725,54844,50570,0531,176335,88912,312
Jul '2288,0684,85813,10717,96518,46251,64170,1031,291348,94413,457
Aug '2274,0763,4079,54912,95623,10138,01961,1201,100371,10613,804
Sep '2268,8182,8817,47010,35124,95633,51158,467972354,72813,350
Oct '2281,8873,80011,68815,48823,22743,17266,3991,277405,91518,405
Nov '2273,0713,1919,57612,76723,39536,90960,3041,236381,00416,729
Dec '22138,24416,47160,59577,0665,65355,52561,1782,870502,72027,359
Jan '2373,8183,74111,29215,03324,00834,77758,7851,261423,66818,640
Feb '2367,6413,9849,55413,53817,99836,10554,1031,045357,09012,757
Mar '2378,3835,26211,37316,63521,02340,72561,7481,199388,38213,735
Apr '2382,5514,1539,22413,37725,01944,15569,1741,479377,64211,976
May '2379,9053,6226,53510,15728,42941,31969,7481,446382,10511,200
Jun '2367,6791,7782,5734,35137,50625,82263,3281,104354,3469,637
Jul '2374,3211,9613,0445,00543,08626,23069,3161,127398,19010,873
Aug '2371,2301,5802,2213,80144,63622,79367,4291,166399,71611,208
Sep '2371,0671,7122,3764,08843,80223,17766,9791,139423,84410,804
Oct '2375,7251,7442,2233,96748,52523,23371,7581,326454,73612,407
Nov '2370,5861,8722,7924,66440,59325,32965,9221,516477,56412,538
Dec '2395,0725,07011,84816,91836,06442,09078,1542,120453,08215,088
Jan '2481,4862,3803,4785,85847,35128,27775,6281,731528,12015,764
Feb '2477,7572,6934,6687,36139,05231,34470,3961,526498,11214,679
Mar '2494,8767,38411,86019,24426,88848,74475,6322,112508,54016,147
Apr '2482,5515,5618,51713,37729,63837,16269,1741,687470,51013,781
May '2492,93910,53818,42928,96714,48849,48463,9721,710468,43414,708
Jun '2479,2826,4229,46715,88919,42143,97263,3931,616411,65812,705
Jul '2476,4494,7278,09712,82424,96138,66463,6251,340434,51912,838
Aug '2475,1784,4666,71511,18123,59840,39963,9971,400429,84912,089
Sep '2469,8773,2374,8338,07027,74334,06461,8071,288422,09411,780
Oct '2474,1883,1294,4527,58132,83433,77366,6071,345451,99412,819
Nov '2477,9113,1925,1588,35031,30238,25969,5611,552441,74312,240

Metadata

Title

111 service activity in Wales, by date and measure

Last update

19/12/2024 19/12/2024

Next update

23/01/2025

Publishing organisation

Welsh Government

Source 1

Welsh Ambulance Services NHS Trust

Contact email

stats.healthinfo@gov.wales

Designation

Management information

Lowest level of geographical disaggregation

Wales

Geographical coverage

Wales

Languages covered

English and Welsh

Data licensing

You may use and re-use this data free of charge in any format or medium, under the terms of the Open Government License - see http://www.nationalarchives.gov.uk/doc/open-government-licence

General description

Data is published for the number of: calls offered, answered and abandoned for the NHS 111 service in Wales.
The total number of ‘offered’ calls made to the 111 service during the month is the sum of the number of: answered and abandoned calls. A call is classed as 'offered' as soon as the call connects to the service's telephony system.
Calls are classified as answered if the call was answered by a 111 call handler. Calls are classified as ‘abandoned’ if the caller hung up before the call was answered by an 111 call handler after the pre-recorded message (or after the initial 30 seconds if there is no pre-recorded message)
Data is also published for the number of calls made to the 111 service during the month where the caller indicated that they wished to conduct the call in Welsh.

Data collection and calculation

Local health boards submit data to WAST who provide Welsh Government with a combined data extract on a monthly basis.

Frequency of publication

Monthly

Data reference periods

April 2022 onwards

Users, uses and context

Prior to the COVID-19 pandemic Welsh Government published data on calls to NHS Direct. Over the course of several years NHS Direct was phased out across health boards and replaced by the 111 service. As data was no longer consistent across Wales publication of the stats released ceased. As of mid-March all health boards had implemented the 111 system, so publication of a new statistical series was possible. The first time period which data is available for is April 2022.
During the COVID-19 pandemic WAST supplied management information on calls to NHS Direct and 111 so that the service could be monitored.

Revisions information

Data is subject to revision

Completed symptom check data for April and May was revised on 21/07/2022.
WAST discovered that some completed symptom checks were being counted more than once, in the instance where a user had returned to the previous page after receiving an outcome and either re-enter their answer or change it. A new methodology has been devised which only counts the most recent outcome for the session regardless of the number of times the user may have reached an outcome by altering their supplied information.

Keywords

111 calls

Statistical quality

Please find this information in the related NHS activity and performance summary: quality report, as per the given weblink.

Note that data included in this statistical release covers a time period during the coronavirus (COVID-19) pandemic, which has affected both how some NHS services have been offered and people's choices regarding health services. See the latest release for more information.