The NHS's increasing reliance on artificial intelligence in frontline services has ignited a heated debate among patients, with many expressing frustration over automated systems replacing human interaction in GP surgeries.
Patients Report Nightmare Experiences with AI Receptionists
In Doncaster and Thurrock, GP surgeries have implemented EMMA, an AI receptionist system that has been hailed as a success by some patients and staff. However, numerous pensioners and regular patients report encountering significant difficulties with the technology.
David from Essex shared his troubling experience: "As a pensioner, I found it a nightmare. The robot would misspell my name even though I spoke with a clear voice and also give mangled versions of my medical needs." He revealed that a church friend serving on the local Patients' Liaison Committee advised him to immediately request a real receptionist whenever EMMA begins questioning him – a strategy he reports works effectively.
Growing Concerns About AI Dependency in Healthcare
Healthcare experts have joined patients in expressing alarm about the NHS's growing AI dependency. Dr Becks Fisher, policy director at Nuffield Health, and Cat Hobbs of public services campaign group We Own It have both warned about the dangers of becoming overly reliant on artificial intelligence in medical settings.
William from Kent voiced a common sentiment among critics: "Why is the NHS so obsessed with AI? It's more doctors and other staff we need, not more robots." He described his own surgery's use of the NHS app as "a way of avoiding in-person contact," noting that receptionists can no longer make appointments directly and communication has become increasingly impersonal.
Specific Patient Grievances with Automated Systems
Patients report multiple practical problems with AI implementation in healthcare settings. William detailed his recent experience: "Last time I tried to get useful info from my GP, she just sent me a 'no reply' text stating the bleeding obvious – that I have osteoporosis (I've known that for more than two years) and that I need to do physio exercises (which I've done since 2024)."
The former marathon runner, who fractured his tibia in 2023 and now struggles to run for a bus, added: "I now have to get special permission to see my leg X-ray images as neither the GP nor NHS app can show them to me. I don't think I have seen mine for three years."
Calls for Investment in Human Resources Over Technology
Critics argue that NHS funding priorities need reconsideration. William emphasised: "All this money being spent to create yet another futuristic tool should be channelled into employing more doctors, so there's more opportunity for GPs to see patients face-to-face."
This sentiment reflects broader concerns about healthcare accessibility and the human element in medical treatment, particularly for elderly patients and those with complex medical histories who require personalised care and clear communication.
Broader Implications for NHS Service Delivery
The debate extends beyond individual patient experiences to question fundamental NHS priorities. As artificial intelligence becomes more integrated into healthcare systems, patients and experts alike are questioning whether technological advancement should take precedence over basic service improvements and staffing levels.
The contrasting experiences – with some patients and staff praising AI systems while others report significant difficulties – highlight the complex challenge of implementing technology in healthcare settings that serve diverse populations with varying needs and technological literacy levels.
