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Patients express frustration over new AI receptionist tool at Wantage GP surgery
Überblick
Patients at Newbury Street Practice in Wantage, Oxfordshire, have raised concerns and frustration regarding the introduction of an AI triage system named Andi, which screens all incoming phone calls. While some patients described the tool as a barrier to receiving care and cited errors—such as a 65-year-old patient being asked about pregnancy—the practice defends the system, stating it improves access, increases capacity, and has received largely positive feedback during its first month.
Wichtige Punkte
- Newbury Street Practice in Wantage introduced the AI Andi triage system in July to handle all incoming telephone calls.
- Several patients criticised the technology, describing it as a frustrating 'wall' that discourages them from contacting the surgery.
- Specific complaints included long wait times followed by the system failing to help, and a 65-year-old patient being incorrectly questioned about pregnancy.
- The practice defended the tool, stating that 79% of feedback in the first month was positive and that it aims to improve access and increase capacity.
- Local MP Olly Glover noted that the surgery, like many others facing high housing growth, is under pressure to streamline administrative processes.