By Brigitte West, Executive Director of Product at DrDoctor
The government’s recent AI Opportunities Action Plan signals a bold commitment to harnessing technology to revolutionise public services, particularly in healthcare. With a dedicated focus on scaling AI solutions, the plan offers a renewed opportunity to modernise NHS operations and deliver better outcomes for both patients and healthcare professionals.
It’s encouraging to see an emphasis on using AI to address real-world challenges. For the NHS, in addition to its pioneering use in diagnostics, this will include reducing administrative burdens, streamlining workflows, and improving patient care. The public sentiment around AI is also shifting positively, with many now willing to share their health data for AI development—provided that the human touch in healthcare is preserved.
Change can be daunting, and, as with any change in behaviour, adoption takes time. Telehealth faced skepticism in its early days, but it is now a critical component of healthcare delivery. AI is on a similar trajectory. While it is already supporting clinical decision-making, analysing test results, and optimising appointment systems, its broader integration across the NHS will depend on focused, evidence-based implementation.
As the investment in AI continues, how can we stay in step with progress and be smart about where it’s applied to truly transform operational efficiencies for the NHS in 2025?
Realising operational efficiency with AI
The NHS is grappling with significant challenges, from workforce shortages to mounting waitlists that have reached nearly 8 million patients. While AI can’t solve everything, it offers game-changing potential to reduce repetitive tasks, and free up time for frontline care.
For example, using AI to identify those patients most likely to miss appointments has already shown promising results. Automated reminders and tailored interventions can reduce no-show rates by 30%, saving time and resources. Addressing missed appointments—one of the NHS’s most costly inefficiencies—is a prime use case. By applying AI to predict and mitigate ‘Did Not Attends,’ the NHS could save millions annually, reduce the wait list and improve access to care for those who need it most.
Enhancing care by tackling missed appointments
Missed hospital appointments are a critical area where the NHS urgently needs to digitally transition. In 2023/24, the NHS recorded approximately 8 million missed outpatient appointments; this is comparable to the 7.48 million people – with approximately 6.28 million individual patients awaiting treatment – on the wait list as of November 2024.
The implications are significant. Millions of patients are missing out on potentially life-changing care, and the cost to the NHS is staggering, estimated at £960 million annually. We polled 5000 patients and found nearly half (46%) of those who have missed at least one appointment in the past two years are likely to miss more in the future.
This isn’t just about individual behaviour; it’s a systemic issue. According to our data, a third (33%) of patients who miss appointments fail to even make it to their first referral, despite 93% stating they wanted to attend. The reasons vary: 42% cite pre-appointment anxiety, while 50% face travel-related challenges, including distance or transportation costs. Additionally, 27% struggle with workplace commitments or fear income loss.
Why does this matter?
Had these patients been able to reschedule their appointments at more convenient times, they wouldn’t have missed crucial care. Moreover, rescheduling or cancelling in advance would allow these slots to be reallocated to others waiting for appointments, maximising the NHS’s resources.
How AI can help
AI presents a transformative opportunity to address these challenges. By tailoring solutions to individual patient needs, AI can target the root causes of missed appointments. For example:
- Automated Notifications: Simple reminders sent in advance can help patients remember their commitments. Integrating these with hospital systems can enable patients to reschedule if necessary.
- Predictive Analytics: AI can analyse patient behaviours and care pathways to predict which individuals are most likely to miss appointments. Tailored interventions, such as personalised reminders or support, can reduce the no-show rate by up to 30%.
- Optimised Scheduling: By using AI to manage appointment slots effectively, hospitals can ensure no slots go to waste. In one example, a hospital using AI tools managed to see an additional 8,900 patients within just three months.
Scaling AI for impact
As more NHS Trusts adopt these technologies, the potential for large-scale improvements becomes increasingly clear. Moving beyond pilot projects and investing in proven solutions can make care more personalised and efficient.
By reducing missed appointments, we can free up resources, cut costs, and help shift healthcare from reactive to preventative care. With continued investment and system-level change, AI has the potential to transform the NHS and improve outcomes for millions of patients.
Optimism for 2025
In 2025, bolstered by a renewed sense of urgency from the government, AI is set to become a cornerstone of NHS operations, streamlining complex processes, and enabling more personalised care. However, achieving this potential requires sustained investment in robust data infrastructure and a commitment to demonstrating the real-world impact of these tools.
Collaboration will be key. The NHS must prioritise hybrid healthcare strategies that integrate digital tools across systems, with ICS boards establishing dedicated teams to connect siloed datasets and implement advanced technologies.
As we move toward addressing systemic challenges, 2025 could mark a turning point—where scaled AI adoption helps reduce waiting times, improve operational efficiency, and deliver faster, more effective patient care.
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