One in seven people are using AI chatbots for health advice instead of seeing their GP, a UK study has found.
The poll of more than 2,000 people found that – of the 15% turning to chatbots – one in four had done so because of long NHS waiting lists.
The study analysed by researchers at King’s College London revealed the potential risks of using AI for health advice. A fifth of respondents who did so said the technology did not encourage them to seek a professional opinion and a similar proportion said they decided against seeking a consultation because of something an AI chatbot had told them.
The research is the first to quantify the use of AI chatbots for health advice, according to the researchers, and signals how the technology is changing the way people are dealing with health problems.
Prof Graham Lord, lead author of the study, said growing individual use of chatbots was creating “an unregulated AI healthcare system alongside the NHS”.
He added: “This research underlines the scale and pace at which AI is already shaping how people access healthcare. While the opportunities are significant, it also highlights concerns about safety and accountability.
“When something goes wrong with AI, responsibility is often placed on clinicians, even where they have limited control over how AI tools are introduced. To realise AI’s potential, we need greater transparency about what works, what is safe, how decisions are made and how issues are handled – so staff and patients can feel confident in its use. It is vital we respond to what the public are telling us and ensure we build and maintain trust with them and the AI tools we look to deploy.”
Respondents were split on whether AI should be used in clinical decision-making, with 37% in favour and 38% against.
While 49% of respondents aged from 18 to 24 were opposed to the clinical use of AI within the NHS, only 36% of those aged 65 and over agreed with them.
Previous research has found that some forms of AI, including Google AI Overviews, can contain false and misleading health advice.
Prof Victoria Tzortziou Brown, the president of the Royal College of General Practitioners, said it would be “highly concerning” if people were using AI instead of seeing a GP.
She added: “Patients should not feel they have to rely on AI tools because they are facing long waits or difficulties accessing support. AI can provide quick answers, but it cannot examine a patient, fully understand their medical history, pick up on subtle signs, or make safe clinical judgments based on evidence. The information it provides can also be inaccurate, misleading or missing important context.
“Technology has a vital role to play in healthcare, but it must not become a substitute for investing in general practice or ensuring patients can access safe, timely care from a trained professional. Any use of AI in clinical settings must be transparent, properly regulated and designed to support, not replace, clinical judgment.
“We don’t want to discourage patients from learning about their health, but we would encourage patients to use trusted sources such as NHS.uk, and to contact a healthcare professional if they are concerned about their health, if symptoms persist or worsen.”
