There are five primary key performance indicators for the NHS 111 service:

• Calls abandoned – less than 5% of all calls to be abandoned by the caller
• Calls answered – 95% of all calls to be answered within 10 minutes
• Calls warm transferred – 75% of clinical calls to be warm transferred
• Call backs – 75% of call backs to be made within 10 minutes
• Clinical intervention – 30% of all calls to require clinical intervention