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When patients share concerns about their care, it is important to respond with kindness, compassion and understanding. 

We are starting to use artificial intelligence (AI) to support this work. This does not replace the personal touch. Instead, it helps our teams spend more time focusing on what matters most, speaking with patients and their families and resolving concerns.

At Newham hospital, a new AI project has helped make the complaints process quicker and more efficient. By reducing time spent on administrative tasks, staff have been able to focus more on supporting patients directly.

Over six months, the team:

• Cut the time spent drafting response letters by more than half
• Responded to more patients, more quickly
• Significantly reduced the number of cases that needed to be reopened

The AI tools used are part of the secure Microsoft Copilot system approved for NHS use.

Importantly, all responses are still carefully reviewed and approved by staff. Conversations with patients, investigations and clinical decisions are always led by people.

We are now developing clear guidance to ensure AI is used safely, ethically and in a way that benefits patients across all our hospitals.

Bumi Akinmutande, group central complaints manager, said:

This will help us work more efficiently and smarter across all hospitals - freeing up staff time for direct patient contact, engaging more fully where "human involvement" is necessary, and responding faster.