Frequently Asked Questions
Is AI diagnosing patients?
No.
Diagnosis and treatment decisions remain the responsibility of qualified healthcare professionals.
Every automated summary, priority score and routing suggestion is reviewed, verified and signed off by a human clinician or care navigator before action is taken.
Does AI decide how quickly I will be contacted?
No.
AI may help identify information that could indicate a more urgent need, but any urgency rating or suggested priority is reviewed by a member of the practice team before action is taken.
Clinical responsibility always remains with appropriately trained healthcare professionals.
Can I use AI for medical emergencies?
No.
If you think you or someone else may be experiencing a medical emergency, call 999 immediately or attend Accident and Emergency.
AI services used by the practice are not emergency services.
Is an AI system reading my medical record?
Where necessary, authorised systems may securely access relevant information from your GP record to help staff assess your request safely.
Access is restricted, monitored and only used for specific approved purposes. Information from your medical record is not used by the practice to train AI systems.
Can I choose not to use AI?
Yes.
If you would prefer not to use our automated telephone service, you can request to speak to one of our Care Navigators.
If you cannot access online services, our staff can also record your request on your behalf using the same clinical system.
Our aim is to ensure services remain accessible to all patients regardless of their preferred method of contact.
Why is the practice using AI?
AI can help us improve access, reduce waiting times for routine administrative tasks, support our staff and allow clinicians to spend more time focused on patient care.
What AI Does Not Do
- AI does not replace your GP.
- AI does not make independent clinical decisions.
- AI does not determine whether you receive NHS care.
- AI does not change your rights as a patient.
- AI does not remove our responsibility to protect your personal information.
Who is responsible for decisions made about my care?
Responsibility for your care always remains with qualified healthcare professionals and Pelham Medical Group. AI tools support our staff but do not replace clinical judgement.
How is my information kept secure?
AI technologies used by the practice must comply with UK GDPR, the Data Protection Act 2018, NHS confidentiality requirements and NHS information governance standards.
We only work with suppliers who are required to meet the NHS standards for security, confidentiality and information governance.
Information is encrypted during transmission and storage, access is restricted to authorised users, and suppliers must meet NHS security and assurance requirements.
Before introducing any AI technology, the practice undertakes a Data Protection Impact Assessment (DPIA) and appropriate governance reviews.