CALLERS to Somerset's 111 helpline waited more than five times longer to access help last month than they did in April. 

Last month was the busiest September on record for NHS staff in England, with major A&E departments treating more than 1.39 million people while staff cared for thousands of Covid patients. 

Ambulances in England responded to a record 76,000 life threatening call-outs, an increase of more than 20,000 on the previous high for September, while 999 took nearly one million calls.

NHS England said its 111 helpline saw record demand, taking a call every seven seconds in August with over 1.9 million calls across the month.

The NHS has now increased investment in its 111 services, and its national medical director says staff have "moved heaven and earth" to provide vital services for patients. 

According to data from NHS England, it took an average of 372 seconds - around six minutes - for Somerset 111 helpline operators to answer calls from people seeking medical help in September. 

That figure is more than five times higher than it was in April (70 seconds). 

In September, 22% of 16,264 calls to the helpline were abandoned before being answered. 

This was higher than the percentage in April, when 17% of 23,021 calls were abandoned before the callers spoke to an operator.

Tthe NHS has a target of keeping abandoned calls under 3%.

Of the calls answered by Somerset 111 helpline, 3,359 were recommended to attend primary care services, such as their GP, 831 were told to attend an emergency department and for, 1,453 callers, an ambulance was called.

Across England, 1.9 million calls were made to 111 in September, but a quarter of them were abandoned.

The average waiting time was 557 seconds, around nine minutes.

April saw 14,500 fewer calls, a considerably lower waiting average waiting time of 100 seconds, and a 7% rate of abandoned calls. 

The Nuffield Trust, a health think tank, said increasing waiting times for the helpline were symptomatic of the high level of pressure on health services.

Dr Sarah Scobie, deputy director of research at the Nuffield Trust, said: "Increasing waiting times across the board are a result of the continued impact of the pandemic including staff absences.

"There were an average of over 73,500 staff absent in the last week of September, and the increasing number of Covid hospitalisations we are seeing this autumn suggests a difficult winter ahead."

The NHS said the September figures were provisional and may be revised.

An extra £23 million has been given to the service to help meet increased call volume.

Professor Stephen Powis, NHS national medical director, said: "There is no doubt the NHS is running hot, with the highest ever number of patients seen in A&E in September, 14 times as many Covid patients in hospital compared to the same month last year, and record ambulance call-outs.

"But despite the busiest September on record, NHS staff have moved heaven and earth to make the best possible use of additional investment, delivering millions more tests, checks, treatments and operations.

"That is why it is really important people do not delay seeking help from the NHS if they feel unwell.

"Anyone needing help should come forward through 111 online so that staff can help you with the best option for your care."