NHS 111 received 706,129 calls in the week from 5 to 11 December 2022, an increase of over 60% on the 440,047 calls in the previous week, according to weekly winter data published by NHS England1. The figures were set out in an NHS England announcement on 19 December 2022 launching a campaign, including new TV adverts, reminding the public to use NHS 111 online1.
The same announcement reported record pressure on urgent and emergency care in November. A&E staff dealt with 2,166,710 attendances, more than any previous November on record, and there were 81,655 category 1 ambulance incidents, the most serious callouts, the highest November total on record1. NHS England said it had prepared for winter by launching 24/7 "healthcare traffic control centres", boosting hospital and community bed capacity, expanding rapid response teams for people who have fallen at home, and increasing the number of call handlers in NHS 111 and 9991.
NHS England said more than 6.5 million people used NHS 111 online in the previous 12 months, an average of 20,000 users a day being directed to the right support1. A survey cited in the announcement found 39% of people did not know the online service can direct people to the right care in as little as 90 seconds, 48% had used the 111 phone service and only 9% the online service, and 31% had used neither1.
"Last month our hard-working staff contended with another record month of A&E attendances and the most serious ambulance call-outs, alongside winter viruses that are seeing rapidly increasing numbers of patients in hospital with flu and Covid, new figures show a huge increase in calls to NHS 111, which is understandable with concerns about these winter viruses, including strep A."
NHS England set out how the online service works and when the phone line should be used1:
| Route | NHS England's description |
|---|---|
| NHS 111 phone line | For discussing complex medical problems, and for medical advice for a child under five1 |
| 999 or A&E | For a medical emergency, when someone is seriously ill or injured and their life is at risk1 |
Why it matters for households
The rise in calls came in the week to 11 December, ahead of the Christmas period, when GP surgeries and pharmacies keep reduced hours. NHS England said the online service is available 24/7 and can give a local treatment option for non-emergency medical issues without leaving home1. It also said people should continue to access emergency care during industrial action, and that it will contact anyone whose appointment has to be rescheduled1. Professor Powis said it is vital that people continue to call 999 in an emergency and asked the public to come forward for the care they may need1. Health and Social Care Secretary Steve Barclay said people should still call 999 in an emergency1. The practical detail of using the phone line is set out in the guide to NHS 111, and other routes to help are listed under non-emergency numbers.
What happens next
NHS England said further industrial action was due the following Tuesday and Wednesday, and that local plans were in place to minimise disruption to patients1. The new TV adverts were running from 19 December 20221. No further weekly winter figures were given in the announcement.
Non-Emergency Numbers
NHS 111 How to Use It
