An independent, NHS-funded evaluation has validated the transformative impact of an innovative autonomous AI-driven triage system on primary care delivery in England. The Groves Medical Centre, a leading family GP practice in Surrey and South West London, has achieved unprecedented improvements to patient access, practice capacity and sustainable staff working patterns after implementing Smart Triage.
Smart Triage, an AI-powered autonomous patient triage system developed by health technology company Rapid Health, was implemented at The Groves Medical Centre in October 2023. The system has transformed patient access, enabling equitable and safe care based on clinical need rather than on a first-come-first-served basis.
An independent real-world evaluation, funded by Health Innovation Kent Surrey Sussex, one of 15 health innovation networks across England, and conducted by Unity Insights, has measured the impact of autonomous patient triage between October 2023 and February 2024. The evaluation assessed the system’s acceptability, implementation, effectiveness, and impact on health inequalities.
Key findings of the evaluation include:
- Patient waiting times reduced by 73%, from 11 to 3 days, for pre-bookable appointments
- The practice had 47% fewer phone calls at peak hours, with a 58% reduction in the maximum number of calls, all but eliminating the “8am rush”
- Same-day appointment requests fell from over 62% to 19%, significantly expanding the capacity for pre-bookable appointments
- 70% fewer patients needed a repeat appointment, having received the right care on their first visit
- 85% of appointments booked via the new system were delivered face-to-face, a 60% increase compared to the pre-implementation period
- Only 18% of all patient requests were initiated over the phone after the system was implemented versus 88% prior to it being implemented
- 91% of appointments were automatically allocated without staff or clinical intervention.
These changes have culminated in a better overall experience for patients at The Groves Medical Centre. GPs now spend 50% more time with each patient by moving from 10 to 15-minute appointments.
Dr Andrea Fensom, GP Partner at Groves Medical Centre, remarked: “Smart Triage has completely changed how we work. It has not only optimised our resources but increased patient access. Feedback shows that patients find it easy to use our online tool and it’s convenient for them, giving them multiple options for appointments where safe to do so and booking them with the most appropriate clinician for their problem. We are all very proud of these results”
Increase in Appointment Availability
Additionally, the practice has achieved an 8% increase in the number of appointments delivered per working day without hiring additional staff. Patients now have a wider selection of appointment slots to choose from, with an average of 61 slots available per patient appointment request. This has resulted in a 14% reduction in patient no-shows, despite the practice already maintaining low DNA (did not attend) rates.
Jake Kennerson, Group Manager at Groves Medical Centre, added, “The positive outcomes we’ve seen in such a short period are a testament to the effectiveness of this innovative system. There’s been a significant decrease in the number of patients requiring same-day appointments and wait times have been drastically reduced. All of this change was achieved during the peak winter months and without any additional staff. If others were to adopt a similar approach, it could lead to transformative results for patients and the NHS as a whole.
AI Delivers Autonomous Triage Process
In contrast to traditional online consultation and triage tools that only collect information, Smart Triage fully automates the patient navigation process from the initial contact with their GP practice. Whether requesting care online, by phone, or in person, patients are guided through a series of questions based on their concerns. The system then assesses their symptoms and directs the patient to the most suitable care, even enabling immediate self-booking into the right appointments. This streamlined process empowers patients to access care at their convenience while relieving the practice from direct involvement in each request. This is the first time a study has proven an autonomous clinical system is safe and effective in doing this process end to end.
Expressing his pride in the system’s success, Carmelo Insalaco, CEO of Rapid Health, said, “We’re really proud to see the extraordinary impact of autonomous patient triage at The Groves Medical Centre. These results reflect what we consistently observe with our customers across the country – the remarkable potential for Smart Triage to dramatically enhance patient access and choice, while solving the persistent challenges of lengthy waiting lists and disruptive morning bottlenecks. We look forward to further collaboration and expansion across the wider NHS to benefit more patients and healthcare providers”.
By implementing the autonomous patient triage software, GP practices and Primary Care Networks (PCNs) can improve patient access, reduce workload, unlock capacity and manage patient demand more effectively. With better access for patients online, call volumes are reduced and peaks in demand can be smoothed out, eventually eliminating the ‘8am rush’. This ultimately enhances and automates the Modern General Practice Access Model which was introduced by NHS England last year.
