As AI tools become more common, practices are seeing increasingly lengthy complaints which appear to have been drafted or heavily assisted by AI tools. These complaints can often be repetitive and difficult to follow, contain references to legislation or guidance that may not be relevant or include factual inaccuracies as well as obscuring the main issues the patient wishes to raise.
The principles for handling these complaints are the same as for any other concern: complaints should be considered fairly, investigated appropriately, and responded to openly and compassionately.
Practices should:
- Identify the specific concerns being raised
- Clarify any points that are unclear.
- Respond to the substantive concerns.
- Continue to investigate and respond in line with NHS complaints procedures.
A complaint should not be dismissed simply because AI may have been used to draft it, although if it is unclear then practices may consider asking patients to clarify or summarise their concerns.
The Public Service Ombudsman has drafted guidance for patients who may wish to utilise AI tools to help write a complaint, including helpful prompts to keep complaints succinct, factual and relevant to their experience. You may wish to signpost to this guidance on the complaints page of your website and it is included in our template text.
Using AI to help respond to complaints
Practices should be cautious when using AI to assist with complaint handling.
If AI is used to support drafting:
- No identifiable patient information should be entered into public AI systems.
- Any draft must be reviewed and amended by a responsible member of staff.
- The final response must be accurate, personalised and clinically appropriate.
- Practices should be aware that AI systems may generate inaccurate information (“hallucinations”)
The MDU has further guidance on the use of AI tools in practice, including links to GMC guidance on professional standards and use of AI.
If you need support regarding a complex complaint, you may wish to contact your MDO or GP Support at Londonwide LMCs on gpsupport@lmc.org.uk for assistance in drafting a response.