NHS app to use AI to determine which service best for patients

Artificial intelligence will be used on the NHS app to determine which service is most appropriate for patients in England, the health service has announced. A new triage tool will ask patients a series of questions, and will use the responses to direct them to a GP appointment, pharmacy, A&E, community service or offer self-care advice. NHS England said the update would reach more than 200,000 patients in the next 12 months and be available to all app users by April 2028 as part of a major overhaul of its technology. The rollout has been largely welcomed, but some health bodies urged the NHS to prioritise patient safety, confidentiality and inclusion as it grows more reliant on AI. An initial trial of the tool at Wealden Ridge Medical Partnership in Sussex saw a 29% reduction in the number of people queuing on the phone for an appointment.