Patients' frustration at GP surgery's AI receptionist

Patients have described their "frustration" in dealing with a new AI receptionist tool at their GP surgery, which some said was a "wall" to receiving care.

Newbury Street Practice, in Wantage, Oxfordshire, began using the AI Andi triage system in July, with all calls made to the surgery passing through the bot.

A spokesperson for the surgery said majority of feedback regarding the new system had been positive, and that it would "improve access" and "increase capacity".

But patient Jo Rogers is one of those who have criticised the system and said the AI bot "puts you off ever bothering" contacting the practice.

"I had to get through AI Andy's 'wall' recently," Rogers said.

She said she had been waiting in a phone queue for 20 minutes, after which "he decided he couldn't help me".

All calls to the surgery go through the AI system, which can then pass them onto a human receptionist, according to the Local Democracy Reporting Service.

In an introduction post about the system, the practice website said Andi "listens carefully, understands how you're feeling, and helps you get what you need quickly".

But some patients have raised their concerns. Among them is 65-year-old Tricia Lockhart, who said she was left "frustrated" after the AI system thought she was "calling about pregnancy".

"Quite an achievement for a 65-year-old," she said.

A spokesperson for the surgery said the purpose of introducing the technology was "to improve access, increase capacity and allow staff to spend more time supporting patients who are unable or choose not to use our digital options".

But user John Allinson disagreed, saying: "AI is all about cutting costs and saving money." The GP practice disputes this claim.

Local MP Olly Glover recently contributed to the debate, after being contacted by residents in his Didcot and Wantage constituency.

He said he had been in touch with the GP surgery who "like many other surgeries, are trying to streamline their administrative processes".

"There is clearly pressure on primary care services across our constituency, where we have seen high levels of housing growth," he said.

"Successive governments have not taken the need to provide health and other infrastructure ahead of new homes seriously enough."

In the first month of its installation, a spokesperson for Newbury Street Surgery said feedback on the AI tool had been "79% positive".

"We know some patients, particularly those less confident with technology, have found the change harder, and as with any new system it takes time to settle," they said.

"We continue to review our processes, systems and feedback regularly post implementation to shape next steps including any future support our patients may require. "

The surgery added that the technology was used by more than 1,300 practices across the UK and "has been through extensive NHS assurance checks".