GP AI Receptionists Make Appointments Hard to Get for Patients

Patients are finding it harder to get GP appointments, with some describing AI systems making them 'unobtainable'. This is a change from previous systems.
By Newsroom | Healthcare, Technology |

GP practices are increasingly deploying artificial intelligence systems, a move that is reportedly making it harder for patients to secure appointments. Patients describe instances where AI chatbots replace human receptionists, leading to a perception of appointments becoming "unobtainable." Reports include a 74-year-old patient struggling with a lengthy AI interaction, spending ten minutes per call and repeatedly providing personal medical details without her calls being logged.

This technological shift has prompted some patients to seek care elsewhere, switching to different GPs. Pharmacies are also encountering hurdles, struggling to confirm prescription details with surgeries now mediated by AI systems. In one cited case, a patient was advised to queue outside the practice at 7:45 am, before opening, due to an apparent lack of recorded communication with the surgery.

AI's Expanding Role in Healthcare Operations

The integration of AI into general practice operations appears to be a developing trend. Some NHS hospitals are experimenting with AI receptionists aimed at reducing missed appointments. These systems purportedly predict which patients are likely to miss appointments, automatically offering slots to those on a waiting list. The software analyzes various factors, such as a patient's job, childcare needs, and even local weather and traffic conditions, to forecast attendance with claimed 90% accuracy. This approach is presented as a means to optimize doctor's time and reduce operational inefficiencies.

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The doctor won't see you now! Now GPs are using AI receptionists which patients say are making appointments 'unobtainable' - 1

Beyond appointment management, AI is also being explored as a tool to support clinical work. Doctors are reportedly using AI scribes in a significant portion of consultations to help with note-taking. Concerns have been raised regarding the handling of sensitive patient data by these AI systems, although providers claim that transcriptions are deleted after a set period, such as seven days.

Broader Industry Shifts and Patient Alternatives

The move towards AI in healthcare settings mirrors broader trends in other industries. Call centers, which have themselves replaced many human receptionists in medical offices, are now facing the prospect of AI systems replacing their own human workers. This presents a new layer of concern for workers in these roles, who already grapple with demanding work conditions and monitoring practices that some argue may compromise patient care.

In response to long waiting times and limited direct access to GPs, some patients are turning to AI tools like ChatGPT and Gemini for preliminary health information or even self-diagnosis. While medical professionals acknowledge the potential for AI to answer minor queries or provide general understanding, they caution strongly against self-diagnosis or self-treatment, emphasizing the necessity of consulting a doctor for any health concerns.

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Historical Context of Technological Integration

The current deployment of AI receptionists follows earlier efforts to streamline GP access, including the introduction of online booking systems, which themselves have drawn criticism for potentially putting patients at risk. The increasing reliance on technology in healthcare echoes a long-standing push to improve efficiency and patient flow within the National Health Service and other medical systems globally.

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Frequently Asked Questions

Q: Why are patients finding it harder to get GP appointments?
GP practices are using AI chatbots instead of human receptionists. Patients report these AI systems make appointments seem 'unobtainable', with some elderly patients spending a long time on the phone without success.
Q: What happens when patients cannot get through to their GP surgery?
Some patients are looking for new GPs because they cannot access their current one. Pharmacies are also having trouble confirming prescriptions with surgeries using AI. One patient was told to queue before the surgery opened.
Q: Are NHS hospitals also using AI receptionists?
Yes, some NHS hospitals are testing AI receptionists to reduce missed appointments. The AI predicts which patients might miss appointments and offers slots to people on waiting lists, aiming for 90% accuracy.
Q: How else is AI being used in doctor's offices?
Doctors are using AI 'scribes' during consultations to help write notes. While this helps with efficiency, there are worries about how patient data is handled, though providers say transcriptions are deleted quickly.
Q: What are patients doing if they can't see a doctor?
Because of long waits and difficulty seeing a GP, some people are using AI tools like ChatGPT for health information. However, doctors warn against using AI for self-diagnosis or self-treatment and stress the need to see a doctor.