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NHS app to use AI to determine which service best for patients
🇬🇧 United Kingdom /Technology

NHS app to use AI to determine which service best for patients

From BBC News · () English

Summarized and contextualized by DistantNews.

At a glance

News Named sources New plan
  • The NHS app in England will use artificial intelligence to triage patients, directing them to the most appropriate healthcare service.
  • This AI tool aims to reduce phone queues and ensure patients receive the right care faster, with a trial showing a 29% reduction in wait times.
  • The rollout is part of a £10 billion investment to modernize NHS technology, though some health bodies urge caution regarding patient safety and confidentiality.

England's National Health Service (NHS) is set to integrate artificial intelligence into its app to help patients navigate healthcare services more efficiently. The new triage tool will ask users a series of questions to determine the best course of action, whether it's a GP appointment, a visit to a pharmacy, A&E, or self-care advice.

It hasn't replaced our judgement – it's given us back the time to use it.

— Dr Ragu RajanA doctor at Wealden Ridge Medical Partnership describing the impact of the AI triage tool on his practice.

NHS England plans to roll out this technology to over 200,000 patients within the next year, with full availability to all app users by April 2028. This initiative is a significant part of a £10 billion investment aimed at overhauling the NHS's technology, digital, and data systems. Early trials have shown promising results, with one practice reporting a 29% decrease in phone appointment queues.

help get patients to the best service for their needs first time... so that clinicians can make sure those most in need of a GP appointment can get one sooner

— Sir Jim MackeyThe chief executive of NHS England explaining the benefits of the AI triage tool for patient access to care.

Dr. Ragu Rajan, from Wealden Ridge Medical Partnership, highlighted the tool's benefit, stating, "It hasn't replaced our judgement – it's given us back the time to use it." Sir Jim Mackey, chief executive of NHS England, echoed this sentiment, emphasizing that the tool will "help get patients to the best service for their needs first time... so that clinicians can make sure those most in need of a GP appointment can get one sooner." The NHS is also expanding AI tools for real-time transcription and clinical summaries of patient-staff conversations.

an important step in upgrading technology in the NHS

— Prof Lynn WoolseyThe Royal College of Nursing's chief nursing officer on the potential of the AI rollout.

While the technological advancement is largely welcomed, some health organizations have raised concerns. They urge the NHS to prioritize patient safety, confidentiality, and inclusion as the reliance on AI increases. Prof. Lynn Woolsey, chief nursing officer at the Royal College of Nursing, called it an "important step in upgrading technology" but stressed that patient safety and confidentiality must be at the "heart of any AI triage system." Pritesh Mistry from the King's Fund think-tank believes the announcement "could help turbo-charge improvements in how [the] NHS uses modern technology to deliver better care for patients."

ease the administrative burden on nursing staff

— Prof Lynn WoolseyThe Royal College of Nursing's chief nursing officer on the potential benefits of AI for nurses.
DistantNews Editorial

Originally published by BBC News. Summarized and contextualized by our editorial team with added local perspective. Read our editorial standards.

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