NHS England rolls out AI triage tool in app

The National Health Service in England has announced a major rollout of artificial intelligence within its official app to direct patients to the most appropriate care, a move aimed at reducing waiting times and administrative burdens. The initiative is part of a £10 billion government investment allocated last year to overhaul the health service's technology, digital, and data systems over the next three years.

A new AI triage tool in the NHS App will ask patients a series of adaptive questions about their condition and then guide them to suitable services, such as a GP appointment, pharmacy, accident and emergency department, community service, or self-care advice. The tool is expected to reach over 200,000 patients within the next 12 months and be available to all app users by April 2028. An initial trial at the Wealden Ridge Medical Partnership in Sussex resulted in a 29% reduction in the number of patients queuing on phone lines for appointments.

Health Secretary James Murray stated that the technological innovations would get patients to the right care faster, free clinicians from paperwork, and help drive down waiting times. Sir Jim Mackey, Chief Executive of NHS England,...