1. Total number of calls offered to the Out of Hours / 111 service during the month
This is the total number of calls made to the Out of Hours / 111 service during the month. A call is classed as 'offered' as soon as the call connects to the service's telephony system. This is automatically calculated in the pro-forma and will be the sum of the number of:
• Terminated calls (1a)
• Abandoned calls (1b)
• Answered calls (1c).
1a) Terminated Calls
This is the total number of calls made to the Out of Hours / 111 service during the month which were terminated by the caller before or during the pre-recorded message. If there is no pre-recorded message, a call will be classed as terminated if the caller has hung up within 30 seconds of the call being recorded on the service's telephony system.
1b) Abandoned Calls
This is the total number of calls made to the Out of Hours / 111 service during the month which were abandoned by the caller i.e. the caller hung up before the call was answered by an Out of Hours / 111 call handler after the pre-recorded message (or after the initial 30 seconds if there is no pre-recorded message). The number of abandoned calls should be split as follows:
• those abandoned in 60 seconds or less; and
• those abandoned after 60 seconds
after the pre-recorded message / initial 30 seconds if no pre-recorded message.
1c) Answered Calls
This is the total number of calls made to the Out of Hours / 111 service during the month which were answered by an Out of Hours / 111 call handler. The number of calls answered should be split as follows:
• those answered in 60 seconds or less; and
• those answered after 60 seconds
after the pre-recorded message or after the call has been recorded on the service's telephony system if there is no pre-recorded message.
2. Of the number of calls answered by the Out of Hours / 111 service, how many were where the caller indicated that they wished to conduct the call in Welsh
This is the number of calls made to the Out of Hours / 111 service during the month where the caller indicated that they wished to conduct the call in Welsh.
3. Total number of patient contacts recorded during the month
This is the total number of patient contacts recorded. This is automatically calculated in the pro-forma and will be the sum of:
•Those calls which are prioritised as P1CH (2a)
•Those calls which are prioritised as P2CH (2b)
•Those calls which are prioritised as P3CH (2c)
•Those patients directly streamed for a Primary Care Centre (PCC) appointment (2d)
•Those patients directly streamed for a home visit (2e)
•Those patients who did not have a definitive clinical assessment undertaken by an Out of Hours / 111 clinician (2f)
Note – Priorities P1 to P3 are derived via a series of algorithms based on the answers provided to the call handler.
3a) Of
the total number of calls answered by the Out of Hours/111 call handler, how
many patients contacts were prioritised as P1CH and started their
definitive clinical assessment.
This is the number of patient contacts that were prioritised by the Out of Hours/111 call handler as P1CH and then started their definitive clinical assessment within the following time bands:
•In 60 minutes (1 hour) or less of the initial, call being answered.
•Over 60 minutes (1 hour) and up to and including 360 minutes (6 hours) of the initial call being answered; and
•Over 360 minutes (6 hours) of the initial call being answered.
A definitive clinical assessment is when a patient is transferred or called back by a clinical advisor for a clinical assessment.
Only patients who have spoken to the Out of Hours / 111 call handler on the telephone should be included in these counts. Therefore patients such as walk-ins and patients who have been referred by an A&E department or MIU should be excluded from the counts.
3b) Of the total number of calls answered by the Out of Hours / 111 call handler, how many patient contacts were prioritised as P2CH and started their definitive clinical assessment
This is the number of patient contacts that were prioritised by the Out of Hours / 111 call handler as P2CH and then started their definitive clinical assessment within the following time bands:
• in 120 minutes (2 hours) or less of the initial call being answered
• over 120 minutes (2 hours) and up to and including 360 minutes (6 hours) of the initial call being answered; and
• over 360 minutes (6 hours) of the initial call being answered.
A definitive clinical assessment is when a patient is transferred or called back by a clinical advisor for a clinical assessment.
Only patients who have spoken to the Out of Hours / 111 call handler on the telephone should be included in these counts. Therefore patients such as walk-ins and patients who have been referred by an A&E department or MIU should be excluded from the counts.
3c) Of the total number of calls answered by the Out of Hours / 111 call handler, how many patients contacts were prioritised as P3CH and started their definitive clinical assessment
This is the number of patients that were prioritised by the Out of Hours call handler as P3CH and then started their definitive clinical assessment within the following time bands:
• in 24 minutes (4 hours) or less of the initial call being answered;
• over 24 minutes (4 hours) and up to and including 360 minutes (6 hours) of the initial call being answered and
• Over 360 minutes (6 hours) of the initial call being answered.
A definitive clinical assessment is when a patient is transferred or called back by a clinical advisor for a clinical assessment.
Only patient contacts who have spoken to the Out of Hours / 111 call handler on the telephone should be included in these counts. Therefore patients such as walk-ins and patients who have been referred by an A&E department or MIU should be excluded from the counts.
3d) Total number of patient contacts recorded where the patient was referred for a Primary Care Centre (PCC) appointment following direct streaming by the Out of Hours / 111 call handler
This is the number of patient contacts that were streamed by the Out of Hours / 111 call handler, using a criteria-based algorithm and as a result were referred directly for a Primary Care Centre (PCC) appointment without undertaking a definitive clinical assessment following a call back from a clinical member of the Out of Hours / 111 service.
3e) Total number of patient contacts recorded where the patient required a home visit following direct streaming by the Out of Hours / 111 call handler
This is the number of patient contacts that were streamed by the Out of Hours / 111 call handler, using a criteria-based algorithm and as a result were referred directly for a home visit without undertaking a definitive clinical assessment following a call back from a clinical member of the Out of Hours / 111 service.
3f) Total number of patient contacts recorded where the patient did not have a definitive clinical assessment undertaken by an Out of Hours / 111 clinician (e.g. in the case of a patient who has been transferred from an A&E department / MIU, walk-in patients)
This is the number of patient contacts that did not have a definitive clinical assessment undertaken by an Out of Hours / 111 clinician. This could include, for example, a patient who was transferred from an A&E department or an MIU prior to attending a Primary Care Centre (PCC), a walk-in patient or where a patient has received information only by the call handler and the call was closed.
4. Number of patient contacts who were referred to or remained in a Primary Care Centre (PCC) following their definitive clinical assessment / face to face triage (in the case of walk-in patients)
This is the total number of patient contacts who were referred to or remained in a Primary Care Centre (PCC) following their definitive clinical assessment / face to face triage (in the case of walk-in patients). This is automatically calculated in the pro-forma and will be the sum of the number of patients referred to or remained in a PCC following their definitive assessment and were prioritised as:
•P1F2F (4a)
•P2F2F (4b)
•P3F2F (4c)
•Patients who were not prioritised (4d).
4a) Of the total number of patient contacts that were referred to or remained in a Primary Care Centre (PCC) following their definitive clinical assessment / face to face triage (in the case of walk-in patients), how many were prioritised as P1F2F and seen.
This is the total number of patient contacts who were referred to or remained in a Primary Care Centre (PCC) and were prioritised as P1F2F following their definitive clinical assessment / face to face triage (in the case of walk-in patients). The number of P1F2F patients referred to or remained in a PCC should be split as follows:
• seen in 60 minutes (1 hour) or less
• seen after 60 minutes (1 hour) and up to and including 480 minutes (8 hours): and
• Over 480 (8 hours) following the completion of definitive clinical assessment / face to face triage
The prioritisation level of urgency will be determined by clinical judgement.
4b) Of the total number of patient contacts that were referred to or remained in a Primary Care Centre (PCC) following their definitive clinical assessment / face to face triage (in the case of walk-in patients), how many were prioritised as P2F2F and seen.
This is the total number of patient contacts that were referred to or remained in a Primary Care Centre (PCC) and were prioritised as P2F2F following their definitive clinical assessment / face to face triage (in the case of walk-in patients). The number of P2F2F patients referred to or remained in a PCC should be split as follows:
• seen in 120 minutes (2 hours)
• seen after 120 minutes (2 hours) and up to and including 480 minutes (8 hours); and
• Over 480 (8 hours) following the completion of definitive
clinical assessment / face to face triage
The prioritisation level of urgency will be determined by clinical judgement.
4c) Of the total number of patients who were referred to or remained in a Primary Care Centre (PCC) following their definitive clinical assessment / face to face (in the case of walk-in patients), how many were prioritised as P3F2F and seen.
This is the total number of patient contacts that were referred to or remained in a Primary Care Centre (PCC) and were prioritised as P3F2F following their definitive clinical assessment / face to face triage (in the case of walk-in patients). The number of p3f2f patients referred to or remained in a PCC should be split as follows:
• seen in 360 minutes (6 hours) or less
• seen after 360 minutes (6 hours) and up to and including 480 minutes (8 hours); and over 480 (8 hours) following the completion of definitive clinical assessment / face to face triage
The prioritisation level of urgency will be determined by clinical judgement.
4d) Of the total number of patient contacts who were referred to or remained in a Primary Care Centre (PCC) how many were not prioritised before being seen (due to no definitive clinical assessment being recorded) or were not seen (due to the patient not attending or cancelling their appointment)
This is the total number of patient contacts who were referred to or remained in a Primary Care Centre (PCC) but were not prioritised before being seen because of, for example, the patient did not have a definitive clinical assessment recorded. It also includes those patients who were not seen because, for example, they did not attend or cancelled their appointment.
5. Total number of patient contacts that required a home visit following their definitive clinical assessment.
This is the total number of patients who required a home visit following their definitive clinical assessment. This is automatically calculated in the pro-forma and will be the sum of the number of patients who required a home visit following their definitive assessment and were prioritised as:
• P1F2F (5a)
• P2F2F (5b)
• P3F2F (5c)
• patients who were not prioritised (5d).
5a) Of the total number of patient contacts that required a home visit following their definitive clinical assessment, how many were prioritised as P1F2F and seen
This is the total number of patient contacts that required a home visit and were prioritised as P1F2F following their definitive clinical assessment. The number of P1F2F patients who required a home visit should be split as follows:
• in 60 minutes (1 hour) or less
• after 60 minutes (1 hour) and up to and including 480 minutes (8 hours); and
• Over 480 minutes (8 hours) following the completion of
definitive clinical assessment.
The prioritisation level of urgency will be determined by clinical judgement.
5b) Of the total number of patient contacts that required a home visit following their definitive clinical assessment, how many were prioritised as P2F2F and seen
This is the total number of patient contacts that required a home visit and were prioritised as P2F2F following their definitive clinical assessment. The number of P2F2F patients who required a home visit should be split as follows:
• in 120 minutes (2 hours)
• after 120 minutes (2 hours) and up to and including 480 minutes (8 hours); and
• Over 480 minutes (8 hours) following the completion of
definitive clinical assessment.
The prioritisation level of urgency will be determined by clinical judgement.
5c) Of the total number of patient contacts that required a home visit following their definitive clinical assessment, how many were prioritised as P3F2F and seen
This is the total number of patient contacts that required a home visit and were prioritised as P3F2F following their definitive clinical assessment. The number of P3F2F patients who required a home visit should be split as follows:
• in 360 minutes (6 hours) or less
• after 360 minutes (6 hours)and up to and including 480 minutes (8 hours); and
• Over 480 minutes (8 hours) following the completion of definitive clinical assessment
The prioritisation level of urgency will be determined by clinical judgement.
5d) Of the total number of patient contacts who required a home visit following their definitive clinical assessment, how many were prioritised before their home visit or were not seen
This is the total number of patients who required a home visit but were not prioritised before their home visit because of, for example, the patient did not have a definitive clinical assessment recorded. It also includes those patients who were not seen because, for example, they were not at home or cancelled their home visit.
6. Of the total number of patient contacts recorded, what was the primary outcome for the patient:
This provides a high-level summary of the primary outcome of patients recorded on the system as follows:
•Administration;
•Advised to attend ED/MIU;
•Advised to contact another Health Professional;
•Assessment and advise;
•Death;
•Dental;
•Failed contact;
•Health information/quick call;
•Referred to 999;
•Referred to a General Practitioner (handover of care);
•Referred to another Health Professional;
•Referred to Mental Health Team;
•Referred to Secondary Care;
•Referred to Social Services; and
•No outcome recorded.