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Number of handled queries, including telephone and online contacts for January to March 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. 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.

Main points

  • 50,867 calls were made to the main 0845 number, of which 35,742 were answered; 11,089 other calls (18%) 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.
  • 872,745 visits were made to the NHS Direct Wales website.
  • 715 online enquiries were made to the web-based enquiry service.
  • 50% of calls where a final outcome was recorded were directed towards primary care, 22% to A&E, and an ambulance was called in 10% of calls. The remaining 18% were provided with information or self care advice.


NHS Direct update, January to March 2019 , file type: PDF, file size: 692 KB

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Craig Thomas

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