Publication - Research and analysis

Health - redesign of urgent care: evaluation - technical report

Published: 15 January 2025
From: Cabinet Secretary for Health and Social Care
Directorate: Chief Operating Officer, NHS Scotland Directorate
Topic: Health and social care
ISBN: 9781836911654

Technical report to support the redesign of urgent care evaluation main report.

4 NHS 24 Data

To augment the interpretation of data collected through the Redesign of Urgent Care (RUC) Evaluation, presented below are data relating to NHS 24 delivery.

Some of the tables show data for different times of the day/week, which are:

In Hours refers to calls made Monday to Fridays 08:00:00 to 17:59:59, including any public holidays. This explains why months with Public Holidays have higher volumes in the ‘In Hours’ category.
Out of Hours refers to calls made Monday to Fridays 00:00:00 to 07:59:59 and 18:00 to 23:59:59
Weekends refers to calls made between Saturday 00:00:00 and Sunday 23:59:59

Table 1: Number of calls to NHS 24 111, and the proportion of calls to the A&E RUC pathway in 2018 and 2019 compared with 2022 and 2023.
Year	Total 111 Calls Offered (n)	RUC Calls Offered (n)	Proportion of RUC calls
2018	1,530,135	N/A	N/A
2019	1,574,997	N/A	N/A
2022	1,960,085	525,062	27%
2023	1,723,884	452,343	26%

The following tables presented below are data relating to NHS 24 delivery during June 2023-May 2024.

Table 2: 111 Discontinued Calls for each Pathway
Month	Accident & Emergency (RUC)	Mental Health hub	Dental	Unwell	Overall
Jun-23	4,241	2,176	722	12,223	19,362
Jul-23	4,519	2,598	617	12,984	20,718
Aug-23	4,263	2,215	612	10,884	17,974
Sep-23	5,293	1,824	742	13,579	21,438
Oct-23	4,461	1,667	670	12,601	19,399
Nov-23	4,169	1,441	548	11,525	17,683
Dec-23	7,654	1,253	862	24,709	34,478
Jan-24	7,051	1,302	809	19,757	28,919
Feb-24	7,374	1,432	931	16,081	25,818
Mar-24	8,605	1,484	1,256	23,573	34,918
Apr-24	6,202	907	965	14,112	22,186
May-24	8,153	1,318	1,270	17,533	28,274
Total	71,985	19,617	10,004	189,561	291,167

Table 3: 111 Discontinued Calls – A&E (RUC) Pathway only
Month	Overall	In-hours (Mon-Fri 8am-6pm)	Out-of-hours (Mon-Fri)	Weekend
Jun-23	4,241	1,461	1,553	1,227
Jul-23	4,519	1,819	969	1,731
Aug-23	4,263	1,968	1,098	1,197
Sep-23	5,293	3,008	1,124	1,161
Oct-23	4,461	2,139	937	1,385
Nov-23	4,169	2,078	1,004	1,087
Dec-23	7,654	3,592	1,583	2,479
Jan-24	7,051	3,456	1,710	1,885
Feb-24	7,374	3,927	1,498	1,949
Mar-24	8,605	3,881	2,106	2,618
Apr-24	6,202	3,307	1,569	1,326
May-24	8,153	4,080	2,271	1,802
Total	71,985	34,716	17,422	19,847

Table 4: 111 Discontinued Calls A&E (RUC) Pathway - Average Time to Abandon
Month	Average time to Abandon (mm:ss)	Number of discontinued calls
Jun-23	05:12	4,241
Jul-23	06:47	4,519
Aug-23	05:41	4,263
Sep-23	06:48	5,293
Oct-23	05:39	4,461
Nov-23	06:00	4,169
Dec-23	09:18	7,654
Jan-24	07:43	7,051
Feb-24	09:13	7,374
Mar-24	09:03	8,605
Apr-24	08:00	6,202
May-24	09:03	8,153
Total	07:45	71,985

Table 5: Accident & Emergency (RUC) Pathway calls offered.
Month	Accident & Emergency (RUC)	In-hours (Mon-Fri 8am-6pm)	Out-of-hours (Mon-Fri)	Weekend
Jun-23	40,106	18,281	10,828	10,997
Jul-23	37,040	15,361	9,321	12,358
Aug-23	38,958	18,535	10,430	9,993
Sep-23	37,312	16,985	9,277	11,050
Oct-23	36,009	16,618	8,895	10,496
Nov-23	36,384	17,727	9,207	9,450
Dec-23	37,351	16,236	8,999	12,116
Jan-24	38,478	18,896	9,790	9,792
Feb-24	35,943	17,096	9,016	9,831
Mar-24	38,641	16,957	9,341	12,343
Apr-24	36,375	16,958	9,554	9,863
May-24	40,180	18,875	10,781	10,524
Total	452,777	208,525	115,439	128,813

Table 6: Accident & Emergency (RUC) Pathway Inbound Time to Answer (excludes Virtual Queue^[11]).
Month	A&E pathway	In-hours (Mon-Fri 8am-6pm)	Out-of-hours (Mon-Fri)	Weekend
Jun-23	05:19	03:35	07:43	10:56
Jul-23	06:34	06:02	05:11	14:16
Aug-23	05:45	05:06	05:04	11:58
Sep-23	07:52	10:32	05:53	12:40
Oct-23	06:19	06:12	04:33	14:16
Nov-23	06:01	06:00	05:30	15:15
Dec-23	13:06	16:20	08:46	28:13
Jan-24	11:00	11:09	09:04	23:11
Feb-24	13:35	16:42	08:33	23:14
Mar-24	14:52	17:14	12:13	30:25
Apr-24	11:35	15:27	08:52	16:46
May-24	14:15	17:36	12:48	20:19
Total	09:27	10:28	07:45	18:30

Table 7: Accident & Emergency (RUC) Pathway Inbound Median, Minimum and Maximum Time to Answer (TTA): All calls
Month	Median TTA	Min TTA	Max TTA
Jun-23	00:02:05	00:00:02	00:44:44
Jul-23	00:02:24	00:00:05	00:59:00
Aug-23	00:01:48	00:00:03	00:53:09
Sep-23	00:04:30	00:00:02	01:12:33
Oct-23	00:02:50	00:00:02	00:46:44
Nov-23	00:02:44	00:00:01	00:56:37
Dec-23	00:09:00	00:00:02	01:21:07
Jan-24	00:07:56	00:00:02	01:05:05
Feb-24	00:10:29	00:00:02	01:17:08
Mar-24	00:12:26	00:00:02	01:52:04
Apr-24	00:08:32	00:00:02	01:56:02
May-24	00:11:58	00:00:01	01:52:55

Table 8: Accident & Emergency (RUC) Pathway Inbound Median, Minimum and Maximum Time to Answer (TTA): In-Hours calls
Month	Median TTA	Min TTA	Max TTA
Jun-23	00:00:08	00:00:05	00:31:15
Jul-23	00:00:09	00:00:05	00:59:00
Aug-23	00:00:11	00:00:04	00:53:09
Sep-23	00:06:03	00:00:02	01:12:33
Oct-23	00:02:17	00:00:04	00:46:44
Nov-23	00:01:44	00:00:01	00:56:37
Dec-23	00:08:50	00:00:02	01:21:07
Jan-24	00:06:16	00:00:03	01:05:05
Feb-24	00:11:42	00:00:02	01:17:08
Mar-24	00:12:15	00:00:03	01:52:04
Apr-24	00:11:24	00:00:02	01:56:02
May-24	00:14:56	00:00:02	01:52:55

Table 9: Accident & Emergency (RUC) Pathway Inbound Median, Minimum and Maximum Time to Answer (TTA): Out-of-Hours calls
Month	Median TTA	Min TTA	Max TTA
Jun-23	00:06:14	00:00:06	00:37:37
Jul-23	00:01:16	00:00:05	00:40:53
Aug-23	00:01:34	00:00:05	00:32:56
Sep-23	00:03:11	00:00:05	00:31:25
Oct-23	00:00:57	00:00:02	00:29:43
Nov-23	00:02:05	00:00:02	00:32:20
Dec-23	00:06:54	00:00:02	00:41:38
Jan-24	00:06:36	00:00:02	01:04:27
Feb-24	00:06:21	00:00:02	00:41:04
Mar-24	00:12:05	00:00:03	01:00:21
Apr-24	00:07:16	00:00:02	00:42:26
May-24	00:11:10	00:00:02	01:12:39

Table 10: Accident & Emergency (RUC) Pathway Inbound Median, Minimum and Maximum Time to Answer (TTA): Weekend calls
Month	Median TTA	Min TTA	Max TTA
Jun-23	00:04:05	00:00:02	00:44:44
Jul-23	00:06:55	00:00:05	00:42:51
Aug-23	00:06:13	00:00:03	00:33:11
Sep-23	00:03:36	00:00:05	00:34:21
Oct-23	00:05:47	00:00:03	00:34:36
Nov-23	00:04:52	00:00:02	00:32:14
Dec-23	00:10:54	00:00:03	01:01:41
Jan-24	00:12:17	00:00:03	00:48:58
Feb-24	00:12:47	00:00:03	00:39:36
Mar-24	00:12:51	00:00:02	01:02:48
Apr-24	00:07:14	00:00:02	00:38:21
May-24	00:10:09	00:00:01	00:46:34

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4 NHS 24 Data

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