Talking to a computer when you ring your GP

Healthwatch Doncaster investigated patient experiences of  AI chatbots which are increasingly being used by GP practices to answer calls. The review found that experiences varied significantly between surgeries. Some practices reported improved access and positive patient feedback, while others had stopped using the system after it created difficulties for patients and staff. The report concluded that the technology itself was not the main issue; rather, outcomes depended heavily on how well the system was implemented, configured and supported by practices. 

The most common concerns raised by patients related to the system struggling to understand local accents, difficulties for older people and those with limited digital skills, and challenges for patients without access to smartphones or the internet. Some patients reported becoming distressed when trying to use the system while unwell, while others felt forced to attend surgeries in person because they could not successfully navigate the phone process. The report also highlighted tensions created when people attending in person appeared to receive appointments more quickly than those using telephone systems. 

The review also identified important positive findings. Many patients, particularly younger people, valued the ability to avoid telephone queues, communicate requests quickly and receive responses without needing to speak directly to reception staff. Healthwatch found that many of the problems patients experienced could be addressed through settings controlled by individual surgeries. In particular, practices could create bypass lists that allow vulnerable patients to be transferred directly to a person rather than the automated system. However, awareness of these arrangements was very low among patients and carers. 

Healthwatch concluded that practices should involve patients before introducing such systems, clearly explain how they work, ensure reasonable adjustments are available, and actively monitor their impact. The report also found that staffing pressures and recruitment difficulties were major drivers behind adoption of automated systems, rather than cost savings. Healthwatch subsequently developed guidance for GP practices, focusing on patient engagement, accessibility, communication and ongoing review to ensure that technology improves access without creating additional barriers for vulnerable groups.