UK's NHS to Use AI in App to Advise Patients and Cut Wait Times

The UK's National Health Service (NHS England) is set to introduce an artificial intelligence (AI) tool within its mobile application to assist patients and alleviate lengthy waiting times. This innovative triage feature will guide users to the most suitable healthcare service based on their reported symptoms.

Following successful local trials, the AI tool is expected to become available to over 200,000 patients within the next 12 months. NHS England aims for universal access for all app users by mid-2028.

The AI software will engage patients by asking a series of questions. Based on their responses, it will recommend the most appropriate course of action, whether it's booking an appointment with a general practitioner, visiting a pharmacy, seeking emergency hospital care, or following self-care advice.

British Health Minister James Murray emphasized that the AI's role is advisory, not decisive. "The implementation of this system does not mean that AI will decide if patients can be seen by a doctor," he stated, "but rather aims to offer alternatives and reduce waiting times."

Initial testing at a health center in Sussex demonstrated a significant 29% reduction in patients waiting on the phone for appointments during peak morning hours. This initiative aligns with the UK government's broader £10 billion investment strategy to modernize the technological and data systems within public healthcare.

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The implementation of this system does not mean that AI will decide if patients can be seen by a doctor, but rather aims to offer alternatives and reduce waiting times.