{"meta":{"exportedAt":"2026-10-17T10:12:19.205Z","formatVersion":2,"selection":{"q":"ai-receptionist","system":"","harm":"","context":"","country":"","role":"","relation":"core","evidence":"","year":"2026","response":"","severity":"","verification":"","view":"incidents","sort":"added"},"totalIncidents":1,"coverage":{"cases":1,"countries":1,"languages":1,"unknownLocation":0,"locationPending":0,"unknownLanguage":0,"unknownDate":0,"lawsuits":0,"regulatory":0,"minors":0,"coreRelations":1,"contextualRelations":0,"mixedRelations":0,"unknownRelations":0,"relationPending":0,"relationUnknown":0},"countingNote":"Distinct public cases in this selection. People counts apply within individual cases only; cross-case person overlap has not been resolved. No population incidence estimate.","affectedCountNote":"Interpret person counts with affectedCountStatus and the reported effects. Unquantified zeros are placeholders, not a measured zero.","source":"AI incidents","publisher":"NOPE","url":"https://nope.net/incidents","license":"CC BY 4.0"},"incidents":[{"id":"2026-oxfordshire-gp-practice-patients-say-ai-phone-triage-could-not-help-or-misread-call-reason","caseFacts":{"claims":[{"id":"c1","status":"reported","evidence":[{"locator":"'began using the AI Andi triage system in July, with all calls made to the surgery passing through the bot'; 'All calls to the surgery go through the AI system, which can then pass them onto a human receptionist'","relation":"supports","source_id":"s1"},{"locator":"'began using the AI Andi triage system in July, with all calls made to the surgery passing through the bot'","relation":"supports","source_id":"s2"}],"assertion":"Newbury Street Practice in Wantage began using the AI Andi triage system in July 2026, and all calls to the surgery pass through it; the system can pass calls on to a human receptionist.","causal_attribution":"Practice arrangement as reported by the LDRS; not disputed by the practice."},{"id":"c2","status":"reported","evidence":[{"locator":"'She said she had been waiting in a phone queue for 20 minutes, after which \"he decided he couldn't help me\".'; 'the AI bot \"puts you off ever bothering\" contacting the practice'","relation":"supports","source_id":"s1"},{"locator":"'She said she had been waiting in a phone queue for 20 minutes, after which \"he decided he couldn't help me\".'","relation":"supports","source_id":"s2"}],"assertion":"One patient says she waited in the phone queue for 20 minutes, after which the AI system decided it could not help her, and that the system is a wall that puts patients off contacting the practice.","causal_attribution":"Patient's own account to the reporter; the system's reasons and the date of the call are not reported."},{"id":"c3","status":"reported","evidence":[{"locator":"'who said she was left \"frustrated\" after the AI system thought she was \"calling about pregnancy\"'","relation":"supports","source_id":"s1"},{"locator":"'who said she was left \"frustrated\" after the AI system thought she was \"calling about pregnancy\"'","relation":"supports","source_id":"s2"}],"assertion":"Another patient says she was left frustrated after the AI system took her call to be about pregnancy.","causal_attribution":"Patient's own account; the system's classification is known only from her description."},{"id":"c4","status":"reported","evidence":[{"locator":"'it was now giving patients the option to speak to a human receptionist instead of AI'; 'feedback on the AI tool had been \"79% positive\"'; 'particularly those less confident with technology, have found the change harder'","relation":"supports","source_id":"s1"},{"locator":"'feedback on the AI tool had been \"79% positive\"'","relation":"supports","source_id":"s2"}],"assertion":"A practice spokesperson said most feedback had been positive (79% in the first month), that some patients less confident with technology had found the change harder, and that patients are now offered the option to speak to a human receptionist.","causal_attribution":"Practice statement; the basis of the 79% figure is not described."},{"id":"c5","status":"reported","evidence":[{"locator":"'Local MP Olly Glover recently contributed to the debate, after being contacted by residents in his Didcot and Wantage constituency.'","relation":"supports","source_id":"s1"}],"assertion":"The local MP said residents had contacted him about the system and that he had been in touch with the practice.","causal_attribution":"MP's statement as reported; the number of residents is not given."}],"effects":[{"label":"patients left waiting without help or misdirected by the AI phone triage system, describing frustration and a barrier to care (patients' accounts)","claim_id":"c2","direction":"negative"}],"sources":[{"id":"s1","url":"https://www.bbc.co.uk/news/articles/cmglwe2kel7no","kind":"news_report","access":"read","language":"en","translation_note":"Read in English by the research agent (an AI) on 2026-10-17 (HTTP 200); no translation. Written by the Local Democracy Reporting Service and published by BBC News on 14 October 2026 (updated 15 October).","independence_group":"ldrs-wantage-gp-ai-receptionist"},{"id":"s2","url":"https://www.yahoo.com/news/world/articles/patients-frustration-gp-surgerys-ai-144053050.html","kind":"news_report","access":"read","language":"en","translation_note":"Read in English by the research agent (an AI) on 2026-10-17 (HTTP 200); no translation. Yahoo News syndication of the same BBC/LDRS article, so it shares the original's source group and adds no independent support.","independence_group":"ldrs-wantage-gp-ai-receptionist"}],"version":1,"ai_roles":["institutional_use"],"contexts":["health","public_services"],"unknowns":["The dates of the two patients' calls and whether either later reached a clinician.","How many other patients had similar experiences; the practice reports no complaint count.","Why the system could not help the first patient and how it classified the second patient's call.","When the option to speak to a human receptionist was introduced."],"geography":{"basis":"The report places the practice in Wantage, Oxfordshire, England, and the calls were made to that practice by its patients.","court_countries":[],"event_countries":["GB"],"affected_person_countries":["GB"]},"publication":{"basis":"Published as patients' attributed accounts, reported by the Local Democracy Reporting Service, of an AI phone triage system's own responses (declining to help after a 20-minute wait, misreading a call as about pregnancy) and the frustration and access barrier they describe. The practice's statement that most feedback was positive and its change to offer a human receptionist are recorded.","reviewed_on":"2026-10-17"},"ai_involvement":{"basis":"The practice confirms that all calls pass through the AI Andi triage system. The patients describe the system's own responses to them: after a 20-minute queue it decided it could not help one patient, and it took another patient's call to be about pregnancy. The patients connect these responses to their frustration and to the system acting as a wall to care. Whether either patient later reached a clinician, and the system's internal reasons, are not reported.","status":"reported"},"person_relations":["communicated_with"]},"name":"Oxfordshire GP practice patients say its AI phone triage left them without help or misread why they called; practice reports mostly positive feedback","summary":"Newbury Street Practice, a GP surgery in Wantage, Oxfordshire, began routing every incoming call through the AI Andi triage system in July 2026. In a Local Democracy Reporting Service article published by BBC News on 14 October 2026, one patient says she waited in the phone queue for 20 minutes before the AI system decided it could not help her, and described the system as a wall that puts patients off contacting the practice. Another patient says she was left frustrated when the system took her call to be about pregnancy. A practice spokesperson said most feedback had been positive (79% in the first month), that some patients less confident with technology had found the change harder, and that patients are now offered the option of speaking to a human receptionist. The local MP said residents had contacted him about the system.","incidentDate":"2026-07-01","incidentEndDate":"2026-10-14","incidentKind":"bounded_series","incidentDatePrecision":"range","exposurePattern":"single_interaction","reportedDate":"2026-10-14","aiSystem":"AI Andi, an AI telephone triage and receptionist system through which all calls to Newbury Street Practice, Wantage, pass and which can hand calls on to a human receptionist","aiProduct":"AI Andi","severity":"low","verificationStatus":"credible","harmCategories":[],"harmOutcomes":["psychological_distress"],"harmOutcomeSummary":"Two patients say the practice's AI phone triage system left one waiting 20 minutes before deciding it could not help and misread the other's reason for calling, leaving them frustrated and describing it as a barrier to care (patients' accounts; the practice reports mostly positive feedback).","frameworkFacets":[],"causationStatus":"alleged","participantUsersAffectedMin":2,"otherPeopleHarmedMin":0,"affectedCountStatus":"partial","affectedCountEvidence":"Two patients counted: the one who waited 20 minutes before the system decided it could not help, and the one whose call the system took to be about pregnancy; both dealt with the system directly. The report says other patients raised concerns and the practice says some patients found the change harder, but gives no number; a third patient's opinion about cost-cutting is not counted as harm.","victimAgeRange":"unknown","platformType":"other","outcomeStatus":"pending","primarySourceUrl":"https://www.bbc.co.uk/news/articles/cmglwe2kel7no","primarySourceLabel":"BBC News (Local Democracy Reporting Service), 14 Oct 2026: patients frustrated by Wantage GP surgery's AI receptionist","firstPublishedAt":"2026-10-17T03:07:47.328581+00:00","updatedAt":"2026-10-17T03:07:47.328581+00:00","scopeVersion":"facts-v3","tags":["gp-practice","phone-triage","ai-receptionist","healthcare-access","nhs"]}]}