00:00Patients trying to get help from the NHS are increasingly likely to be met not just by staff,
00:06but by artificial intelligence helping to guide their next steps.
00:10The new tool being introduced into the NHS app uses AI-driven triage,
00:16meaning it adapts its questions depending on what a patient says,
00:19building a more detailed picture of their condition before suggesting the most appropriate service.
00:24NHS England says that could include a GP appointment, advice from a pharmacy or, in some cases,
00:31attending an emergency department depending on clinical need.
00:35Officials say the system is designed to reduce pressure on phone lines and help patients access care more efficiently.
00:42The wider rollout is part of a £10 billion investment in NHS technology and data systems,
00:47aimed at modernising how services operate.
00:49Alongside the app changes, Alderhey Children's NHS Foundation Trust is also expanding their AI note-taking programme.
00:58NHS England Chief Executive Sir Jim Mackay says the aim is to get patients to the right service first time
01:06and free up clinicians' time for those most in need while improving efficiency across the system.
01:11But the Royal College of Nursing's urged caution,
01:15warning that digital tools must not replace the investment in basic infrastructure
01:19and stressing that patient safety, privacy and clinical oversight must remain central to any AI system.
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