NHS to roll out AI triage app, ambient listening to patients across the UK

The United Kingdom’s National Health Service (NHS) is leaning on artificial intelligence for some of its most important tasks: directing patients to the most timely and appropriate services for their specific needs, and assisting providers with collecting and recording data when those services are rendered. 

For US healthcare stakeholders, the adoption of a single technology in a nationalized health system makes for an intriguing case study around deploying these tools at scale – and may offer valuable lessons for how to best bring shared technologies into a much more diverse and fragmented health system closer to home.   

Phasing in an AI triage process for patients

NHS officials announced new AI triage capabilities in the NHS App will be available to around 200,000 UK residents within the next 12 months, and will expand to all users by April 2028.  

“The tool makes sure patients are directed to the right care, first time – whether that’s a GP appointment, pharmacy, A&E (emergency care), community service or self-care advice – by adapting questions depending on responses to get a more detailed view of a patient’s condition,” the announcement said. 

“It then either directs them to the most appropriate service or provides clinicians with the information they need to prioritize care.”

During a trial period at the primary care practice in Sussex, using the app resulted in a 29% reduction in the number of people queuing on the phone for appointments, helping to reduce the typical morning rush of appointment seekers that tend to call in as soon as the office opens. 

Dr. Ragu Rajan, who works at the Wealden Ridge Medical Partnership where the app was tested, said, “As a rural practice serving 23,000 patients across four sites, we know how hard it can be for people to reach us.” 

“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 judgement – it’s given us back the time to use it.” 

Officials noted that patients will still be able to use traditional methods of contacting their providers for appointments if they wish. 

Bringing ambient listening to the hospital setting 

In addition to the new triage capabilities, the NHS is expanding use of AI-enabled ambient listening tools in the clinical setting.  Starting in England, and with hospital appointments that don’t require an overnight stay, the ambient listening rollout aims to reduce administrative burdens and free up additional time for providers to continue to see patients, the NHS says. 

The broader adoption comes after a study led by Great Ormund Street Hospital, a children’s hospital in London, that found scaling the technology to over 11,000 emergency care clinicians in England could create room for more than 9,000 extra emergency department consultations each day.  A separate pilot in the emergency department at St George’s Hospital in Tooting found that it saved clinicians an average of 47 minutes per shift, allowing each member of staff to see an additional patient every shift. 

“When you’re caring for patients in a fast-paced environment, every second really does count – and this technology can make a real difference by cutting down the time we spend on documentation and allowing us to focus on what matters most,” said Dr. Ahmed Mahdi, Consultant in Emergency Medicine for St George’s University Hospital NHS Foundation Trust, which is adopting the ambient listening technology. 

“It means we can see more patients every shift, while reducing pressure on staff in an incredibly busy environment, and we’re really excited to be part of an NHS-first rollout that is helping us to see more sick and injured people, quicker.” 

Speaking to The Guardian, Lynn Woolsey, chief nursing officer at the Royal College of Nursing, said the technology rollouts could be “an important step in upgrading technology in the NHS.” 

However, she added, “There are also warnings to heed, with growing concerns about overstated, overly optimistic assessments of the productivity benefits from AI. We cannot have situations where it increases bureaucracy through the need to correct flawed or inaccurate work. Patients must be reassured that any new systems handling their information, such as ambient voice technology, are accurate and properly protect confidentiality.” 

A more digitally driven future for NHS services

The new AI tools are part of a £10 billion makeover for the NHS’s digital systems over the next three years.  The plans also include the introduction of a single, unified patient record for individuals, as well as improvements to the health system’s cybersecurity defenses and operational processes. 

 “The major overhaul of tech we’re making over the next few years will transform services,” said Sir Jim Mackey, Chief Executive of NHS England. “We’re prioritizing the improvements that will make the biggest difference and supporting local leaders to adopt them to drive change in their services – helping to cut waiting lists and improve care for millions of patients so that the NHS is fit for the future.” 

Jennifer Bresnick is a journalist and freelance content creator with a decade of experience in the health IT industry.  Her work has focused on leveraging innovative technology tools to create value, improve health equity, and achieve the promises of the learning health system.  She can be reached at [email protected].