Oxfordshire GP practice patients say its AI phone triage left them without help or misread why they called; practice reports mostly positive feedback
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.
AI involvement reported · Causal attribution alleged · 2 sources, 1 underlying account · Added 17/10/2026