A recent article highlighted that one in seven individuals in the UK prefer using AI chatbots for consultations rather than visiting a doctor, a finding that is likely to provoke discussions about diminishing personal interactions in healthcare. However, the underlying reality is more straightforward: many patients no longer engage with their designated doctors in a significant way.
The continuity of care within general practice has diminished significantly. Patients often encounter a rotating group of temporary doctors, reliance on telephone triage, and the frustrating experience of waiting for a callback that could take an indefinite amount of time. The concept of having a personal GP who is familiar with a patient’s medical history and identity has become more of a nostalgic notion than a common experience.
In this context, the increasing use of AI chatbots can be seen not as a cultural transformation but as a practical response to the current healthcare landscape. When personal, relationship-based healthcare is replaced by impersonal, transactional appointments, it is understandable that patients would gravitate towards a more predictable and readily available alternative that avoids the hassle of lengthy phone calls.
The primary concern should not be that people are opting for AI assistance; rather, it is the gap left by the NHS in the realm of primary care. This void has naturally led patients to seek alternatives. Richard Eltringham from Leicester emphasizes this point.
At my local GP’s office, callers are advised to hang up if they are experiencing severe symptoms such as a heart attack, chest pain, or stroke. Those seeking appointments are directed to fill out an online form that requires detailed information about their symptoms, their onset, and their impact on daily life, including any previous attempts at resolution, along with photographs.
While I recognize that this detailed approach aids the practice in determining the appropriate clinical response, it can be overwhelming. In many cases, it feels quicker to consult ChatGPT to gauge the seriousness of one’s condition, as noted by Barbara Riddell from Epsom, Surrey.
The article also indicates an increasing reliance on unregulated AI tools among physicians, reflecting a broader demand for improved access to care within the NHS. Without a regulated alternative, patients may resort to dubious sources for serious health concerns.
This situation aligns with the concerns raised by Professor Graham Lord, the lead author of the study referenced in the report, regarding the emergence of a shadow AI economy. Rather than stifling innovation due to public skepticism regarding medical AI, it is crucial to establish regulations akin to those governing other clinical instruments. Although waiting times are improving in accordance with government objectives, a significant portion of treatments still exceed the 18-week timeframe. These advancements are largely attributable to digital innovations, and NHS leadership must proactively address these changes rather than allowing patient frustration to dictate the pace of transformation. Dr. Katie Baker, UK director at Tandem Health and a former NHS GP, reinforces this need for proactive regulation.
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