Hospitals and general practices across the country are asking patients to “describe their experience in their own words” amid a rise in overly complex AI written complaints.
In new guidance, GPs have said that, although they understand AI tools such as ChatGPT can help patients organise their thoughts, they can also “make it harder for practices to understand what actually happened.”
This is because AI tools can provide “incorrect information, add details that are not true, include laws, rules, or rights that do not apply, use language that is too formal or difficult to understand, or make your complaint longer than it needs to be.”
Created by Gloucestershire Local Medical Committee (LMC) and shared across the country, the guidance reads: “You do not need to use legal words or quote laws or NHS rules for us to take your complaint seriously.”
Similar advice has also been provided to hospital patients. Stockport NHS Trust told patients that “while there can be benefits to using AI, we encourage complainants to describe their experience in their own words wherever possible.”
Although the trust “will not reject a complaint simply because it is complex or because AI has been used,” it has urged patients to keep their complaint “focused on the issues that matter most” to them.
Source: BMH, 21 September 2026
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