Question to the Department of Health and Social Care:

To ask the Secretary of State for Health and Social Care, what the (a) average call duration, (b) average waiting time and (c) total number of calls were to the NHS emergency advice service number 111 where the caller ended the call before it was answered in (i) 2018, (ii) 2019, (iii) 2020 and (iv) 2021.

The average call duration for NHS111 calls is not held centrally.

The average waiting time for NHS111 calls is only available for April – August 2021, and not for previous years. The average waiting from April to August 2021 was 271 seconds.

The total number of calls abandoned is only available for April – August 2021 which is 1,452,574. This data is not available for 2018, 2019, 2020 and current year to August, where only the number of calls abandoned after at least 30 seconds is available. This data is provided in the table below:

Source: NHS England