The NHS in England is introducing a new artificial intelligence (AI) tool on its app to help patients find the right healthcare service more quickly.
Instead of spending time deciding where to seek treatment, users will answer a series of simple questions, and the system will recommend the most appropriate option, whether that is a GP appointment, a pharmacy, A&E, a community health service, or self-care advice.
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NHS England says the new digital triage system will be available to more than 200,000 patients over the next year before being expanded to all NHS app users by April 2028. The project is part of a wider £10 billion government investment announced in 2025 to modernise NHS technology, digital services, and data systems.
The AI tool has already shown encouraging results during an early trial at Wealden Ridge Medical Partnership in Sussex. According to the practice, the number of patients waiting on the phone for appointments fell by 29% after the system was introduced.
Dr. Ragu Rajan, a GP at the practice, said the technology has improved the way patients access care. He explained that it allows people to describe their health concerns at any time and helps direct them to the right service from the start. He stressed that the AI does not replace doctors but instead gives healthcare professionals more time to focus on patients who need their expertise.
NHS England Chief Executive Sir Jim Mackey believes the system will help ensure patients receive the right care sooner while allowing GPs to spend more time with those who require medical attention the most.
The NHS is also expanding the use of AI tools that automatically record conversations between patients and healthcare staff, creating real-time transcripts and clinical notes. The technology will first be introduced at several hospitals in and around London before being expanded to other NHS trusts, including Alder Hey Children’s Hospital in Liverpool and Manchester University NHS Foundation Trust.
A study led by Great Ormond Street Hospital found that healthcare workers spent nearly 25% more time interacting with patients when using AI-assisted note-taking technology.
While many experts have welcomed the move, they have also called for caution. Health leaders say patient safety, privacy, and confidentiality must remain top priorities. They also warn that the NHS should ensure people who are less comfortable with digital technology are not left behind as AI becomes a bigger part of healthcare services.
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