A quarterly report showing the number of handled queries, including telephone and online contacts for April to June 2019.

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. Children aged 1 to 4, people in their twenties, early thirties and elderly people (80 +) also had higher call rates.

Key points

  • 50,107 calls were made to the main 0845 number, of which 35,078 were answered.
  • 10,484 other calls (17%) were made to information lines or were transferred from A&E departments.
  • More calls were made and answered on weekend days, though a larger proportion of calls were answered during weekdays.
  • 954,451 visits were made to the NHS Direct Wales website.
  • 714 online enquiries were made to the web-based enquiry service.
  • 51% of calls where a final outcome was recorded were directed towards primary care, 22% to A&E, and an ambulance was called in 9% of calls. The remaining 18% were provided with information or self care advice.


NHS Direct update, April to June 2019
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Datasets and interactive tools


Craig Thomas

Tel: 0300 025 1646


Tel: 0300 025 8099