NHS to Test AI App Tool That Directs Patients to GP, Pharmacy or Self-Care

NHS England announced that artificial intelligence will be used on the NHS app to determine the most appropriate service for patients in England. A new triage tool will ask patients a series of questions and use responses to direct them to a GP appointment, pharmacy, A&E, community service, or self-care advice.

The update will reach more than 200,000 patients in the next 12 months and become available to all app users by April 2028.

It forms part of a £10bn government investment allocated in 2025 to overhaul NHS technology, digital and data systems. An initial trial at Wealden Ridge Medical Partnership in Sussex produced a 29% reduction in patients queuing on the phone for an appointment.

Dr Ragu Rajan, who works at the practice, said integrating the tool means patients can tell staff what they need when they need it and be directed to the right care first time.

He added that it has not replaced clinical judgement but given staff back time to use it. England-wide rollout of AI tools that record conversations between patients and NHS staff to generate real-time transcriptions and clinical summaries will begin at four NHS trusts in and around London: St George's, Epsom and St Helier, Croydon, and Kingston and Richmond.

Alder Hey Children's NHS Foundation Trust in Liverpool and Manchester University NHS Foundation Trust are also expanding their AI notetaking programmes.

A trial led by Great Ormond Street Hospital for Children across nine NHS sites in London found NHS staff spent almost 25% more time interacting with patients when using the notetaking technology. Sir Jim Mackey, chief executive of NHS England, said the triage tool would help get patients to the best service for their needs first time so clinicians can ensure those most in need of a GP appointment can get one sooner.