Health Secretary James Murray has dismissed concerns regarding the use of Artificial Intelligence (AI) to triage patients, stating the technology has the potential to reduce early morning GP telephone queues by as much as a third. Labour's plan to modernize the National Health Service (NHS) includes leveraging AI for technological improvements that can advise patients on the appropriate course of action, whether it be seeing a GP, visiting a pharmacy, going to A&E, or recovering at home.
According to Murray, the AI triage system will operate through the NHS app. This would allow patients to receive advice via a conversation with an AI device, rather than waiting on the phone at 8 a.m. He emphasized that this would be an optional service, and individuals could still choose to call their GP. A pilot program conducted at a GP practice in Sussex demonstrated a reduction in phone queue wait times by nearly 33% as the AI app provided guidance on seeking pharmacy care, self-care, or directing patients to their GP.
Murray clarified that the AI system would not determine a patient's access to a GP, asserting that the decision remains with the patient. He described the AI triage as an alternative to traditional phone calls. In addition to triage, the NHS is also implementing AI for note-taking tasks, which Murray claims can save clinicians up to 47 minutes per day. This could potentially enable an additional 3.4 million consultations annually across the entire NHS.
The new AI triage service is part of a £10 billion investment in NHS technology and will be integrated into the NHS App. Patients seeking a GP appointment will answer a series of questions, after which the AI will suggest the most suitable care pathway. If a GP appointment is recommended, a clinician will ultimately decide if it is necessary and the required urgency. The AI may also suggest alternatives such as pharmacies, self-care, or emergency services.
During the trial phase, all AI recommendations are subject to review by clinicians who can override the chatbot's advice and recall patients if a GP appointment or more urgent care is deemed necessary. The long-term goal is to remove this safeguard, provided the trial proves the AI's safety and efficacy.
However, the proposed use of AI in healthcare has drawn criticism. Stuart Andrew, the Conservative Party's shadow health secretary, stated that any new technology must be introduced with a comprehensive, fully funded plan that ensures value for taxpayers. He criticized Labour's approach to the NHS, noting a decrease in appointments during their first year and asserting that modernization alone is insufficient without broader reform.
Dennis Reed, director of Silver Voices, a group representing individuals aged 60 and over, expressed multiple concerns. He highlighted potential difficulties for patients, particularly those in pain or confusion, who might struggle to accurately describe their symptoms to an AI. Reed also pointed out the inherent risk of AI errors, which could have serious consequences in a healthcare setting.
Dr. Ragu Rajan of Wealden Ridge Medical Partnership in Sussex, which participated in the pilot, supported the integration, stating, "Integrating AI triage into the NHS App means patients can tell us what they need, when they need it, and be directed to the right care first."