The Use of Artificial Intelligence to Support Triage and Navigation in the NHS

What is this study about?

Accessing NHS care has changed a lot recently. Previously, one just rang the GP.  Now, before speaking with a doctor, nurse or other healthcare professional, many people contact services through online forms, telephone systems, the NHS App or community pharmacies.

The first point of contact a person makes with healthcare services is called triage. Triage helps decide how urgent a person's problem is and which service is best able to help them.

Artificial intelligence (AI) is being used more often to help people access NHS services. It can ask questions about a person's health, gather information, organise requests for care and suggest the most suitable NHS service. AI supports healthcare staff in making decisions, but it does not replace them. The NHS is also looking at adding AI to the NHS App to make it easier for people to get the care they need.

Why is this study important?

AI could make it easier for some people to access NHS services and help the NHS cope with growing demand and staff shortages. However, it is still important to understand how well these systems work:

• Are they safe?
• How do they affect staff and patients?
• Instead of helping, might they make it harder for some people to access care? For example some people may find it difficult to use online services because of a disability, language barriers, poor internet access or because they are not confident using technology.

At the moment, we do not yet know much about how AI is being used in GP practices or how it can be used safely and fairly.

What will the study do?

This study will look at how AI is used when people first contact the NHS for help. It will explore how AI is being used now, how different systems work, what helps or gets in the way of using them successfully, and how they affect patients, healthcare staff and NHS services. It will also look at how future developments, including the planned use of AI in the NHS App, could make it easier for people to access care while improving safety, helping to make access to care fairer and avoiding unexpected problems.

How will the study be carried out?

The study will use several methods. It will look at what research has already been done and what policy decisions have been made so far.  It will look at who supplies the technology.  It will speak with patients, doctors, nurses and other healthcare professionals.  It will also speak with policymakers, regulators and technology developers. It will study primary care settings where AI-supported triage is already being used, to see what works (or doesn’t work) in those settings. We will hold workshops to decide what good AI-supported triage should look like.

how will patients, carers and the public be involved?

Patients and public contributors will play an active role throughout the study, including helping to design practical resources for people who use AI-supported triage now or may do so in the future.

What difference will the study make?

The project will run for nine months. The findings will help policymakers, NHS organisations and technology developers make informed decisions.  It will help them understand where, when and how AI can add value to NHS triage.  It will also help them understand where human judgement and different ways of accessing services remain essential, and when it isn’t appropriate to use AI.

Rather than assuming AI will improve access by itself, the study will look at the good and the not so good.  It will identify how AI can be introduced in ways that:

• support safe, fair and effective care,
• avoid unexpected problems, and
• work alongside patients, staff and existing NHS services.

The aim is to help make it easier for people to access care, while making sure everyone can still get the support they need, including people who cannot or do not want to use digital services.

Project protocol

The project protocol is available here.