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

The National Health Service in England is set to introduce artificial intelligence software on its app to help determine the most suitable service for patients. This new triage tool will ask patients a series of questions and use their responses to direct them to the appropriate care, whether it be a GP appointment, pharmacy, A&E, community service, or self-care advice. The rollout of this tool is expected to reach over 200,000 patients within the next 12 months and will be available to all app users by April 2028.

The introduction of this AI-powered triage tool is part of a larger effort to modernize the NHS's technology and digital systems, with a £10bn investment allocated by the government in 2025. The goal is to reduce waiting times and improve patient care, with the tool providing advice and suggesting services or booking appointments. An initial trial of the tool at a medical practice in Sussex saw a 29% reduction in the number of people queuing on the phone for an appointment, highlighting its potential to streamline the process.

Health Secretary James Murray has emphasized that the rollout of this AI tool does not mean that an AI program will ultimately decide whether patients see a doctor. Rather, it is intended to support clinicians and ensure that those most in need of care can access it more quickly. The NHS has also announced plans to roll out AI tools that record conversations between patients and staff, generating real-time transcriptions and clinical summaries. This will start with hospital appointments at several NHS trusts in and around London.

The introduction of these AI tools has been largely welcomed, with many seeing it as an important step in upgrading the NHS's technology. However, some health bodies have urged caution, emphasizing the need to prioritize patient safety, confidentiality, and inclusion as the NHS becomes increasingly reliant on technology. The Royal College of Nursing's chief nursing officer has stressed that patient safety and confidentiality must be at the heart of any AI triage system, with a guarantee that a health professional will be making decisions at key points in the process.

The rollout of these AI tools is expected to have a significant impact on the way patients access care, with the potential to improve patient outcomes and reduce administrative burdens on staff. As the NHS continues to invest in modernizing its technology and digital systems, it will be important to ensure that these efforts are focused on delivering better care for patients and improving the overall efficiency of the health service. With the right approach, the introduction of AI-powered tools could help to transform the way the NHS delivers care, making it more accessible and effective for patients across England.