AI-generated complaints increasing workload and affecting morale, GPs say

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By Jane Kirby, PA Media and Sarah Lowden

Overly complex AI-generated complaints from patients are increasing workloads and having a negative impact on staff wellbeing and morale, GPs have reported.

A poll, conducted by the Medical Protection Society (MPS), of almost 160 practice managers in the UK found only 7% have not encountered an AI-generated complaint.

The MPS, which guides doctors, dentists and health workers on legal issues and professional indemnity, said overly complex letters using AI are increasing workloads wit some family doctors receiving 20-page complaints from patients.

Dr Sarah Townley, MPS deputy medical director, said: “AI can empower and support patients in communicating concerns – particularly if confidence, language barriers or health conditions make written communication difficult...

“However, at MPS, we are concerned about the surge in GP practice staff seeking support with AI-generated complaints, and the impact this appears to be having on practice teams’ wellbeing and workload.”

She said letters can be 20 pages in length, are often complicated and contain legal arguments.