Wantage GP surgery patients report frustration with AI receptionist
Summarised from 2 outlets · Updated 18 Oct, 06:08 · Archive
Patients at a Wantage GP surgery say an AI receptionist introduced in July creates barriers to accessing care.
Newbury Street Practice at The Heath Centre in Wantage introduced AI Andi, a triage tool from the Anima Health platform, in July. The system handles all incoming calls and offers patients the option to speak to a human receptionist or be transferred to Andi, which completes consultation forms by asking a series of questions.
Patients have described frustration with the system. Jo Rogers reported waiting in a phone queue for twenty minutes after Andi 'decided he couldn't help' her. Evie Chapman said she was 'on hold for hours to book a routine appointment' despite the AI triage system. Rogers added that using Anima online 'puts you off ever bothering' to seek care.
Patients argue that healthcare requests often require human judgment. Chapman noted: 'Sometimes situations are nuanced and people want to speak to a real person for help.' The practice website describes Andi as listening carefully and helping patients 'get what you need quickly', but the system's limitations have prompted community concern since patients began sharing their experiences on social media.
How it is being reported
- 'Frustration' as patients describe AI GP receptionist as 'wall' to care'Frustration' has been described by patients of an Wantage GP surgery who say a recently introduced AI receptionist service is a "wall" to care.Oxford Mail · 18 Oct, 05:00
- 'Frustration' as patients describe AI GP receptionist as 'wall' to care'Frustration' has been described by patients of an Wantage GP surgery who say a recently introduced AI receptionist service is a "wall" to care.Oxfordshire Guardian · 18 Oct, 05:00
In this story: Newbury Street Practice · Wantage · Anima Health · Jo Rogers · Evie Chapman
This summary was written by AI from the headlines and standfirsts above, and states as fact only what at least two outlets report. How we use AI · Report a problem
Comments (0)