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Number of handled queries, including telephone and online contacts for October to December 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.

Main points

  • 43,825 calls were made to the main 0845 number, of which 28,241 were answered.
  • 9,186 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.
  • 1,279,982 visits were made to the NHS Direct Wales website.
  • 861 online enquiries were made to the web-based enquiry service.
  • 49.8% of calls where a final outcome was recorded were directed towards primary care, 23.6% to A&E, and an ambulance was called in 10.9% of calls. The remaining 15.8% were provided with information or self care advice.


NHS Direct update, October to December 2019 , file type: PDF, file size: 535 KB

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Datasets and interactive tools


Craig Thomas

Telephone: 0300 025 1646

Rydym yn croesawu galwadau a gohebiaeth yn Gymraeg / We welcome calls and correspondence in Welsh.


Telephone: 0300 025 8099

Rydym yn croesawu galwadau yn Gymraeg / We welcome calls in Welsh.