Artificial Intelligence (AI) and Patient Communications

Complaints and the Use of Artificial Intelligence (AI)

We welcome feedback and complaints, and we want to understand your experience in your own words. We are committed to handling complaints fairly, openly and compassionately, in line with the Parliamentary and Health Service Ombudsman's NHS Complaint Standards.

Some people choose to use Artificial Intelligence (AI) tools to help write complaints or emails. We understand that these tools can be helpful in organising thoughts or expressing concerns.

However, content generated or significantly assisted by AI tools can sometimes:

• Include information that is inaccurate or not relevant;
• Use overly formal or legal language;
• Make complaints longer or more complex than necessary; or
• Make it harder for us to clearly understand your personal experience.

Where information is unclear, inaccurate or not specific to your experience, we may need to contact you for clarification before we can provide a full response.

The most helpful complaints are usually clear and concise, and explain:

• What happened;
• When it happened;
• How it affected you; and
• What you would like us to do to resolve the matter.

A short explanation in your own words is often more helpful than a long or highly formal letter.

If you choose to use AI tools, we recommend that you:

• Check the wording carefully to ensure it reflects your own experience;
• Remove any information that is inaccurate or not relevant; and
• Take care when including sensitive personal information.

Please be aware that some AI tools may store or use information entered into them.

If you need support to make a complaint, for example due to language needs, disability, learning disability, mental health needs or communication difficulties, please let us know. We will do our best to support you in a way that works for you.

Using Artificial Intelligence (AI) for ANIMA Requests

Some patients choose to use Artificial Intelligence (AI) tools to help complete requests through ANIMA. While these tools can be helpful, AI-generated submissions can sometimes contain inaccurate information, irrelevant details, or wording that does not clearly describe a patient's symptoms or concerns.

This can make it more difficult for our clinical team to assess the request and may result in delays if further clarification is required.

To help us process your request safely and efficiently, we encourage you to complete ANIMA requests in your own words wherever possible. Clear and accurate information about your symptoms, concerns and what help you need enables our team to direct you to the most appropriate service.

If you choose to use an AI tool to assist with your request, please check the information carefully before submitting it to ensure it is accurate, relevant and reflects your own circumstances.

Our priority is to ensure that every request is assessed using the most accurate information available so that patients receive the appropriate care and support.