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NHS Direct Wales

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  • Release date: 30 January 2019
  • Period covered: Quarter ending 31 December 2018
  • Next update: 24 April 2019
A quarterly report showing the number of handled queries, including telephone and online contacts.

This population pyramid shows that the largest numbers of calls to NHS Direct Wales per 1,000 people in Wales related to patients under the age of 1. High rates were also seen for children aged 1 to 4, people in their twenties and early thirties and elderly people aged 80 or over.

Key points

  • 54,593 calls were made to the main 0845 number, of which 40,624 were answered; 11,008 other calls (17%) were made to information lines or were transferred from A&E departments.
  • More calls were made and answered at weekends, though a larger proportion of calls were answered during the week.
  • 879,357 visits were made to the NHS Direct Wales website.
  • 658 online enquiries were made to the web-based enquiry service.
  • 52% of calls where a final outcome was recorded were directed towards primary care, 20% to A&E, and an ambulance was called in 8% of calls. The remaining 19% were provided with information or self care advice.


Craig Thomas
Tel: 0300 025 1646

Tel: 0300 025 8099

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