AI-written patient complaints are overwhelming NHS general practitioners

Healthcare defence body the Medical Protection Society reports that UK general practitioners are being inundated with complaint letters generated by artificial intelligence, some extending beyond 20 pages and packed with intricate legal language. A recent poll of about 160 practice managers revealed that only 7% have never encountered such AI-written complaints, and 45% say they exacerbate workload pressures and damage morale.

Dr Sarah Townley of MPS highlighted that while AI can help patients articulate concerns, the resulting documents often obscure the original issue and require extensive time to interpret. Professor Victoria Tzortziou Brown of the Royal College of GPs echoed these concerns, noting that overly complex complaints strain already overstretched teams and may reflect broader NHS frustrations. The Public Service Ombudsman has issued advice urging patients to use clear, simple language and avoid prompting AI to add legal arguments. The surge in AI-driven complaints is seen as lowering the barrier for filing grievances, potentially diverting resources from direct patient care.