NHS Begins Using AI On App To Triage Patients For GP, Pharmacy, Or A&E

The NHS will begin using AI on its app to direct patients to the appropriate services, including triage to ascertain if they should be allocated a GP appointment, with some people advised to attend a pharmacy or their local A&E department instead.

“- Published Artificial intelligence will be used on the NHS app to determine which service is most appropriate for patients in England, the health service has announced”

BBC

The update is expected to reach 200,000 patients over the next year and be available to all users by April 2028 as part of a £10bn government funding package to overhaul technology and data systems within the health service.

BBC

BBC said the triage tool will ask patients a series of questions and use the responses to direct them to a GP appointment, pharmacy, A&E, community service or offer self-care advice.

In Sussex, a trial at Wealden Ridge Medical Partnership that operates surgeries across Sussex led to a 29% fall in the number of patients queueing for a GP appointment on its phone lines, according to the BBC and the Guardian.

The Telegraph said that during the trial, every recommendation will be checked by clinicians, who will be able to override the chatbot’s advice retrospectively, calling patients back if they believe a GP appointment or more urgent care is needed.

The Telegraph also reported that the long-term aim is to remove that safeguard, if the trial shows AI works safely, allowing it to advise millions of patients without clinical back-up.

The Guardian

The Independent said the technology adapts the questions on the NHS app depending on the response from patients to get a more detailed view of their condition, then directs them to the best service such as a GP appointment, pharmacy or emergency department.

The Guardian reported that the rollout is also expected to include the use of AI to record patient consultations to reduce note taking time, with a trial led by Great Ormond Street hospital across nine sites in London finding staff spent 25% more time interacting with patients when using the tool.

The Guardian quoted Royal College of Nursing chief nursing officer Lynn Woolsey saying the app rollout could be "an important step in upgrading technology in the NHS" but warned: "We cannot have situations where it increases bureaucracy through the need to correct flawed or inaccurate work."

“A new artificial intelligence will be added to the NHS app to direct patients to the most appropriate service, officials say”

The Independent

The Guardian also reported that health leaders expressed concerns that there was limited evidence about the productivity improvements AI could offer and that patient privacy could be compromised, while those less confident using technology could be disadvantaged.

The BBC said Prof Lynn Woolsey emphasised that patient safety and confidentiality must be at the "heart of any AI triage system, with a guarantee that a health professional will be the one making decisions at key points in that process".

The Guardian added that Pritesh Mistry, a fellow at The King’s Fund, said the real test for patients would be whether investments make care feel "more joined up, more convenient and more empowering," and that the NHS will need to keep a strong focus on ensuring people are not digitally excluded as clinical services become increasingly reliant on technology.