A study by researchers from The University of Manchester and Cambridge into attitudes to the use of AI in general practice has revealed that patients and staff broadly welcomed it, as long as it is used as a complement to the clinical expertise of doctors during online consultations.
The results of the study, published in the Annals of Family Medicine today (27/05/25), explores in detail the views of staff and patients around the use of AI.
The work was funded by Innovate UK and Wellcome, and supported by the National Institute for Health and Care Research Greater Manchester Patient Safety Translational Research Centre.
Primary care providers in England have offered online consultations, also known as eVisits, for all patients since April 2020 as a way to improve access to health care services.
The patients and staff identified seven opportunities for AI during eVisits, including sending patient requests to the most appropriate staff member and asking targeted follow up questions to speed up the help they receive.
They also felt AI could be useful for doctors to prioritise needs of patients more accurately, provide self-help information, and improve the process of face-to-face appointment booking.
The researchers conducted semi-structured telephone interviews and focus groups with 16 primary care staff and 37 patients from 14 primary care practices in northwest England and London using the Patchs eVisits system in 2020 and 2021.
The research was carried out so that the findings could feed into the future development of AI in healthcare.
The Patchs AI uses Natural Language Processing - technology that helps computers understand and work with human language - and machine learning to analyse free text written by patients.
The system has learned how to operate by absorbing decisions made by GP practice staff when processing patient requests.
Lead author Dr Susan Moschogianis from The University of Manchester said: "There were some concerns about the capacity of AI to deal with the complexity of primary care and fears of depersonalised service.
"Despite that, most people we spoke to welcomed the use of AI - however, their support was conditional on it being used alongside clinical judgment and a way to support them getting help more quickly. That is why we think that AI during eVisits could be expanded."
Senior author Dr Ben Brown is a practicing GP and co-founder of Patchs, as well as a researcher at The University of Manchester. He said: "AI has the potential to reduce the heavier workload which is sometimes associated with eVisits in general practice.
"Despite the potential, AI tools are not yet routinely used in primary care. This study is the first to ask if this use of AI would be acceptable to staff and patients."
Co-author Professor Niels Peek from The Healthcare Improvement Studies Institute, University of Cambridge said: "This work aligns with the government's strategy to address the high workload that the NHS is facing with technology.
"The study demonstrates that there exist opportunities to streamline NHS services with AI in a way that is meaningful for, and would be welcomed by, patients and staff."
