As with all services commissioned by the NHS, we are expected to deliver our care within a framework of “targets” or Key Performance Indicators.
We are report these KPIs monthly and are monitored against our performance. Some of these KPIs are influenced by PPG as our partners providing the NHS111 service, these are:
| Ref | Title | Standard | |
| 1 | Proportion of calls abandoned * | ≤ | 3% |
| 2 | Average speed to answer calls (s) * | ≤ | 20 |
| 3 | 95th centile call answer time (s) * | ≤ | 120 |
| 4 | Proportion of calls assessed by a clinician or Clinical Advisor | ≥ | 50% |
| 5a | Proportion of calls assessed by a clinician in agreed timeframe (within 20 minutes) | ≥ | 90% |
| 5b | Proportion of calls assessed by a clinician in agreed timeframe (over 20 minutes) | ≥ | 90% |
| 6 | Proportion of callers recommended self-care at the end of clinical input | ≥ | 15% |
| 7 | Proportion of calls initially given a category 3 or 4 ambulance disposition that receive remote clinical intervention ** | ≥ | 80%** |
| 8 | Proportion of calls initially given an ETC disposition that receive remote clinical intervention ** | ≥ | 80%** |
| 9 | Proportion of callers allocated the first service offered by Directory of Services * | ≥ | 75% |
| 10 | Proportion of calls where the caller was booked into a GP practice or GP access hub * | ≥ | 75% |
| 11 | Proportion of calls where the caller was booked into an IUC Treatment Centre or home residence * | ≥ | 70% |
| 12 | Proportion of calls where the caller was booked into a UTC * | ≥ | 70% |
| 13 | Proportion of calls where caller given a booked time slot with a Type 1 or 2 Emergency Department * | ≥ | 70% |
| 14 | Proportion of calls where the caller was booked into a Same Day Emergency Care (SDEC) service * | – | |
We are expected to achieve these targets all of the time. The tolerance is because the commissioners recognise that there will always occasions the target cannot be met.
Every single one of these KPIs measures the safety and quality of the care we provide – and we want to achieve them all. However, we need to ensure that at busy periods we don’t focus on just hitting targets, but ensure we deliver the best high quality and safe care for everyone.
As well as KPIs we have LQRs (Local Ouality Requirements) that are also used to measure our service, for example; call back wait times, Weekday Professional Line admission avoidance rates, audit results to name just a few.