AI triage tool cuts GP phone queue by nearly a third

Kirsty O'Connor/PA Wire

By Storm Newton, PA Media

A trial of using artificial intelligence on the NHS app to triage patients saw the number of people queuing on the phone for a GP appointment fall by almost a third, NHS England said.

The technology was used to direct patients to the most appropriate service by adapting the questions depending on the responses from patients.

The app then directs them to the best service, such as a GP appointment, pharmacy or emergency department.

A trial at a GP practice in Sussex led to a 29% fall in the number of people queuing on the phone for an appointment.

Dr Ragu Rajan, from Wealden Ridge Medical Partnership in Sussex – which ran the initial trial, said: “Integrating AI triage directly into the NHS app means our patients can tell us what they need, when they need it, and be directed to the right care first time.

“It hasn’t replaced our judgment – it’s given us back the time to use it.”