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NHS Direct Wales

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  • Release date: 31 October 2018
  • Period covered: Quarter ending 30 September 2018
  • Next update: 30 January 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

  • 58,347 calls were made to the main 0845 number, of which 46,240 were answered; 8,503 other calls (13%) 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.
  • 857,180 visits were made to the NHS Direct Wales website.
  • 706 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 20% were provided with information or self care advice.


Tel: 0300 025 1646

Tel: 0300 025 8099

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