NHS 111 abandoned calls increased by 300% in one month

Around 30,000 patients hung up after waiting for more than half a minute for the operator to answer their calls.

10:23 15 May 2013

The latest figures related to NHS 111 calls are in and they’re not looking really good. According to the report, around 30,000 patients hung up after they waited more than 30 seconds for operators to pick up.

This is three times higher compared with just 6,976 in February. In addition, several have complained with regards to receiving an unacceptable service, especially during weekends.

The report also revealed that average call length increased from 14.19 minutes in February to 18 minutes in March. Meanwhile, the rate of calls that were answered within one minute decreased from 90.4per cent to 78.3per cent in March.

The report came after turbulent period when the 111 phone line was launched to different parts of the country in April. Several regions were clearly not satisfied with the service during the testing period. In fact, one city has abandoned the scheme after just 11 hours.

 

At question time in the House of Lords, Health minister Lord Howe said, as reported by the Daily Mail: “We recognise that the NHS 111 launches in March did not go as smoothly as planned and a number of providers have delivered an unacceptable service, especially at weekends.

 

“NHS England is working closely with clinical commissioning groups to stabilise providers who have failed to deliver an effective service and to ensure those areas yet to go live are in a safe and fit state to do so.”