FROM THE WORK
What a large primary care rollout taught me about choosing a problem, testing with patients and staying close to the live service.
When a service is struggling, it is tempting to start with a product demonstration. I have found it more useful to begin with a patient journey. How does someone ask for help? Who sees the request? What happens if it is urgent, unclear or difficult to submit online?
At GP Pathfinder Clinics, the move to AI-assisted total triage involved much more than introducing Anima. We had to work through clinical prioritisation, escalation, staff roles, patient communication and alternative routes into care across a large, multi-site organisation. Those choices shaped whether the technology could be used safely and consistently.
Patients need a place in that work from the beginning. Patient Participation Groups and more than 150 patients contributed to testing the wider digital pathway. Their experience helped us examine language, accessibility and digital confidence alongside operational measures. A fast response is valuable only if people can reach the service and understand what will happen next.
Once a pathway is live, keep looking at it. Review demand, delayed handoffs, repeat contacts and the work created for staff. Make it possible for teams to report what does not fit. My practical rule is to map the route, agree who owns each decision, test it with patients and staff, and only then ask which technology helps.
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