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GPs are being swamped by 20-page AI-generated patient complaints that are wrecking NHS morale

GP practices across Britain are being swamped by AI-drafted complaints running to 20 pages, with almost half of practice managers saying the surge is damaging staff wellbeing.
GP practices across Britain are being swamped by AI-drafted complaints running to 20 pages, with almost half of practice managers saying the surge is damaging staff wellbeing.

Nearly all GP practices in Britain are now receiving complaints drafted by artificial intelligence, with letters running to 20 pages or more, and almost half of practice managers say the surge is damaging staff wellbeing and driving up workloads in an already stretched NHS. The Medical Protection Society, which polled nearly 160 UK practice managers, found only 7 per cent have never encountered an AI-generated complaint. Dr Sarah Townley of the MPS warned the ease of generating complaints in seconds is lowering the threshold for what patients will complain about.

The letters often include detailed but 'occasionally questionable legal arguments' and many still contain the AI tool's own coaching prompts.

Lincolnshire Local Medical Committee last month issued national guidance urging patients to ditch legalese and write short, plain-English complaints instead.

Townley warned the time spent deciphering AI complaints 'may be diverting time away from patient care', making outcomes worse for patients themselves.

MoreThe IndependentHow AI-generated complaints are pushing stretched NHS GPs to the limitResultsenseGPs swamped by 20-page AI-written complaints, MPS warns - ResultsenseHealthcare Management MagazineGPs facing tsunami of AI generated patient complaints - Healthcare Management Magazine
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