The rate of unanswered calls on a monthly basis reached more than a quarter in March 2022
shows that of the 785,456 calls made to the service in the last five months, 180,940 were abandoned.
The data also shows the average waiting time when contacting the service was just over 22 minutes in June – an increase of nearly five minutes compared to January’s 17-and-a-half minutes. “Continued high demand for the 111 service means that, at times, people have experienced a longer wait time for their calls to be answered.
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