NHS app to use AI triage tool to direct patients to right service first time

NHS England has announced that artificial intelligence will be used on the NHS app to help patients in England find the most appropriate service for their needs.

The new triage tool asks a series of questions and uses the responses to direct patients to a GP appointment, pharmacy, A&E, community service or self-care advice. It will reach more than 200,000 patients over the next 12 months and be available to all app users by April 2028.

An initial trial at Wealden Ridge Medical Partnership in Sussex saw a 29% reduction in the number of people queuing on the phone for an appointment. Dr Ragu Rajan, who works at the practice, said the tool means patients can tell the practice what they need when they need it, and be directed to the right care first time. It hasn't replaced clinical judgement but given staff back the time to use it, he added.

The announcement is part of a £10 billion investment allocated by the government in 2025 to overhaul the NHS's technology, digital and data systems.