NHS to use AI on its app to direct patients to appropriate services

The NHS will deploy artificial intelligence on its app to triage patients and direct them to appropriate services, part of a £10bn government technology overhaul aimed at cutting waiting times and easing administrative burdens on clinicians [1]. The update, expected to reach 200,000 patients over the next year, will assess whether users need a GP appointment or should instead visit a pharmacy or A&E department [1]. The government aims to make the tool available to all app users by April 2028, fulfilling a Labour manifesto pledge to end the early-morning rush for same-day GP slots [1]. A trial at Wealden Ridge Medical Partnership in Sussex recorded a 29% fall in patients queueing on phone lines for a GP appointment after the AI was introduced [1]. Separately, a trial led by Great Ormond Street hospital across nine London sites found that using AI to record consultations increased the time staff spent interacting with patients by 25% [1]. Health Secretary James Murray said the technology would "get patients to the right care faster, free our brilliant clinicians from mountains of paperwork, and help drive down waiting times" [1]. The broader £10bn funding package is intended to overhaul data systems and improve efficiency across the health service [1]. The use of AI in healthcare has expanded globally to include disease diagnosis, treatment planning, and clinical decision support, though it has also raised concerns about data privacy, job automation, and algorithmic bias [2]. The term "eHealth" has evolved since the 1990s to encompass mobile health applications, electronic health records, and telemedicine, reflecting a wider shift toward digitally supported care [4]. Health leaders cautioned that the NHS lacks a long-term strategy for AI adoption. Lynn Woolsey, chief nursing officer at the Royal College of Nursing, described the app rollout as "an important step in upgrading technology in the NHS" but warned against "overly optimistic assessments of the productivity benefits from AI" [1]. Tim Horton, deputy director of policy at the Health Foundation, said "an important piece of the transformation puzzle is a broader long-term strategy for guiding the use of AI across the health system" [1]. Ciarán Devane, chief executive of the NHS Alliance, said "the key issue is how the £10bn investment will translate into practical support and funding for NHS leaders" [1]. Pritesh Mistry, a fellow at The King's Fund, added that "the real test will be whether these investments make care feel more joined up, more convenient and more empowering" [1].