A recent study by King's College London highlights that approximately 14% of British adults have consulted AI chatbots like ChatGPT instead of seeing a general practitioner, while 10% have used AI for mental health support, driven largely by convenience and curiosity amid ongoing NHS debates over AI integration.
- 14% of UK adults used AI chatbots instead of contacting a GP
- One in five users reported chatbot advice discouraged professional help
- Public opinion on AI in healthcare is closely split, with safety concerns high
What happened
A study conducted by King's College London surveyed over 2,000 adults in the UK to explore the use of AI chatbots in healthcare. It found that one in seven people had opted to consult AI tools like ChatGPT rather than reaching out to their general practitioner. Similarly, one in ten had used chatbots as an alternative to professional mental health services. Respondents cited convenience and curiosity as leading reasons for turning to AI, with some unsure if their symptoms warranted a formal medical consultation.
The research also revealed a concerning trend where chatbots sometimes replaced professional care entirely. Around 20% of those surveyed said chatbot guidance discouraged them from seeking clinical help, and 21% admitted skipping healthcare contact based on AI input. This shift is occurring even as the NHS continues to debate the role and regulation of AI in medical settings.
Why it matters
The widespread, unofficial use of AI chatbots as healthcare advisors signals a notable shift in patient behavior, potentially impacting the quality and safety of medical care. Public trust in AI for clinical decision-making is nearly evenly split, with 37% in favor and 38% opposed. Safety and accuracy are the foremost concerns, particularly among women and younger adults, who show more skepticism than older populations. Many respondents also overestimate the current integration of AI in GP practices, indicating a possible misperception about how much clinical decisions rely on AI.
Healthcare professionals face challenges regarding responsibility and liability. Professor Graham Lord of King's Health Partners cautions that clinicians may bear the brunt of accountability when AI tools malfunction or produce errors, even when they have limited control over AI deployment. This raises important questions about governance, transparency, and ethical use of AI in medicine.
What to watch next
Policymakers and NHS authorities will need to clarify frameworks governing AI's role in healthcare, balancing innovation with patient safety and accountability. Monitoring how chatbots are integrated—or implicitly replacing—clinical interactions will be crucial to prevent gaps in care and ensure appropriate clinical oversight.
Public education on the limits and risks of healthcare AI is likely to become more important, especially given the apparent overestimation of AI’s current clinical use. Future developments may also explore regulatory requirements to disclose AI involvement in patient care decisions to preserve trust and enable informed consent.