NHS England has announced plans to expand the use of artificial intelligence in its app, introducing a triage tool designed to guide patients to the most suitable service. The system will ask users questions about their symptoms and direct them to a GP appointment, pharmacy, accident and emergency department, community service, or self-care advice.
The tool is expected to reach more than 200,000 patients over the next year and become available to all NHS app users in England by April 2028. It forms part of a wider technology overhaul backed by £10bn in government funding allocated in 2025.
Early results from a trial at Wealden Ridge Medical Partnership in Sussex showed a 29% fall in the number of patients waiting on the phone for appointments. Dr Ragu Rajan, from the practice, said the system had helped patients explain what they needed and be directed to care more quickly, while leaving clinical judgment with staff.
NHS England chief executive Sir Jim Mackey said the tool should help patients reach the right service at the first attempt and allow clinicians to prioritise those who most need GP appointments.
The plans also include broader use of AI systems that record consultations and produce real-time transcripts and clinical summaries. Initial hospital rollouts will begin at trusts in and around London, with similar programmes expanding in Liverpool and Manchester. A trial led by Great Ormond Street Hospital found staff spent nearly 25% more time with patients when using the technology.
Health organisations have welcomed the proposals while calling for safeguards. The Royal College of Nursing said safety, confidentiality and professional oversight must remain central. The King’s Fund said digital access must be considered as services increasingly depend on technology. Conservative shadow health secretary Stuart Andrew said innovation should improve care while providing value for taxpayers.