Introduction to generative AI

  • GenAI is a next-word-predictor​
  • GenAI is multimodal (text, audio, image, video)
  • GenAI is increasing in competence​
    • 6 months ago: Generative AI can't do X​
    • Today: X is trivial
  • Bigger context windows, RAG, and MoE for more accurate responses to increasingly complex prompts
  • GenAI is everywhere: operating systems, software, cars, phones
    • Intelligence-on-demand; free for everyone

Prompting

  • Prompts create the boundaries of the world in which the model 'thinks'
  • Responses are not retrieved from a database; they are generated using the prompt as a starting point
  • Contextual richness of the prompt is an important indicator of the quality of the generated response; more context = higher quality output
  • Role. Goal. Instruct. Discuss.
    • You are...; I am....; I want you to...​

Treat AI like a person

  • Generative AI is biased / confused / forgetful / lacks data provenance
    • People also have built-in errors (Kahneman & Tversky, 1974; Ariely, 2009)
    • Yet somehow, we’ve figured out how to trust people
  • Evaluate its responses on a spectrum that assumes some level of error and adjust expectations accordingly
  • 'Collaboration' means that you are both responsible for weak outputs

Use case: Business development

  • Premise: Practice manager aims to improve practice efficiency and patient engagement but lacks experience with digital transformation strategies
  • Practice struggles with online presence, patient communication channels, and adapting to change
  • AI can serve as a virtual business consultant, providing tailored insights and implementation roadmaps
  • AI democratises business development, enabling practice managers to make strategic decisions

1. Developing online presence

  • Create a compelling online presence that effectively communicates practice values and services
  • Optimise website content to improve patient access to services and information in your local area
  • Develop professional materials that establish credibility and help patients understand services
  • Craft clear service descriptions and patient information that address common queries and support practice efficiency

Example: GP practice website analysis

  • Input and analysis: Upload your practice website content and request an analysis focused on patient access, usability, and service clarity
  • Review findings: Examine your website's strengths and weaknesses, including clarity of service information and appointment booking effectiveness
  • Implementation plan: Generate recommendations to improve patient experience and reduce administration

I'm a GP practice manager and I want to improve our online presence through our existing website (see attached). I want you to take on the role of an experienced healthcare practice consultant who is going to help me improve patient engagement and practice efficiency. In particular, I want to enhance our digital patient communication and make our NHS services more accessible online. I want to optimise our online patient portal and improve how we communicate appointment availability and health services. We're going to begin with an analysis of our website. I want you to give me feedback on the website's potential for patient engagement, usability and accessibility. I also want you to review how clearly we communicate our services and give me feedback for improvements. Ask clarifying questions.

Clarifying questions for GP practices

  1. What are your primary patient demographics? (Age groups, common conditions, local population characteristics)
  2. Which services generate the most patient demand at your practice?
  3. Do you currently track website analytics? If so, what pages are most visited?
  4. How do most patients currently access your services?
  5. Do you have any budget constraints for website improvements?
  6. Are there other local practices whose online presence you admire?
  7. Do you have social media presence connected to your practice?
  8. What is your current process for appointment booking and patient communication?
  9. ...and so on.

2. Targeting ideal patient groups

  • Develop a deeper understanding of your patient population and identify key demographics and healthcare needs
  • Create targeted communication strategies that address specific patient concerns
  • Establish communication channels and content types that effectively reach and engage different groups
  • Adapt your service promotion and patient education to meet the evolving needs of your local population

Example: Patient demographic analysis

  • Initial data gathering: Collect existing patient demographics, common conditions, satisfaction scores, and referral patterns to provide baseline data
  • AI-assisted analysis: Generate 3-5 patient group profiles, including demographic information, health needs, and communication preferences
  • Profile application: Develop tailored content for each group
  • Channel strategy: Identify communication methods and content types for each demographic

Create a set of 5 patient profiles, each representing a key demographic for our GP practice. These should include our main patient groups: elderly patients with multiple long-term conditions, young families with children, working-age adults requiring preventative care, patients with mental health needs, and patients requiring chronic disease management. Create 5 patient profiles that will help me develop communication strategies that target these demographics effectively. I've attached anonymised patient data to help guide you.

Elizabeth Murray (active ageing) The Thompsons (young family care)
Elderly patients with multiple conditions. Communication focuses on preventative care and independence through regular monitoring. Young families needing comprehensive care. Marketing highlights convenience of family appointments, child health services, and preventative care.

3. Enhancing patient experience

  • Develop comprehensive patient education content that addresses common questions before they arise, improving satisfaction and reducing administration
  • Create high-quality educational resources that demonstrate your practice's expertise
  • Design effective post-consultation follow-up protocols that improve outcomes and engagement
  • Analyse patient feedback patterns to identify opportunities for improvement

Example: Patient education content

  • Content planning: Identify the educational topics based on your patient population and health priorities
  • Creation efficiency: Generate evidence-based educational resources that can be shared across multiple channels
  • Customisation approach: Adapt general health information to reflect your practice's approach and local health needs
  • Distribution strategy: Create a plan for sharing content at optimal points in the patient journey

I'm a GP practice manager looking to provide a comprehensive set of educational materials for our patients. I've attached a patient profile that represents a significant proportion of our patient demographic. I want you to create a draft patient newsletter that I can send to this patient group. I want the newsletter to focus on providing evidence-based information about diabetes self-management and why patients should engage with our practice's diabetes review appointments. I want you to use a professional but accessible tone. Only use peer-reviewed articles from medical journals, and explain the information in terms patients can easily understand.

4. Strategic service development

  • Analyse opportunities for expanding NHS service delivery, improving CQC ratings, or developing population health initiatives based on local health data
  • Evaluate resource requirements, training needs, and implementation timelines for service improvements
  • Develop long-term strategic vision that aligns with NHS priorities and local population health needs
  • Identify emerging trends in primary care that present opportunities for early adoption and differentiation

Example: Local health needs analysis

  • Research scope definition: Specify parameters for analysis including demographics and unmet needs
  • Data gathering: Generate reports on local health priorities, health trends, and opportunities for enhanced service delivery
  • Service development recommendations: Create evidence-based suggestions for service improvements or new initiatives that align with NHS priorities
  • Implementation roadmap: Develop a phased approach to service enhancement

Analysis prompt for local health needs

Build a comprehensive analysis of opportunities for developing our GP practice services based on local health needs and NHS priorities. Cover enhancing our current NHS service delivery, identifying gaps in local healthcare provision, opportunities for population health improvement, and ways to improve our CQC rating. The analysis should provide a framework with reasonable goals and milestones for the next 3 years. I want the tone to be professional but conversational. I want you to use trustworthy healthcare and NHS sources. Ask clarifying questions before you begin.

Clarifying questions for service development

  • Geographic and demographic focus: Which specific area does your practice serve, and what are the key demographic characteristics of your patient population?
  • Current service capacity: What NHS services do you currently provide, and where do you see capacity constraints or opportunities?
  • CQC rating goals: What is your current CQC rating and which specific domains would you like to improve?
  • Resource availability: What budget and staffing resources are available for service development initiatives?
  • Local health priorities: Are you aware of any specific local health inequalities or population health challenges in your area?
  • Partnership opportunities: Are there local NHS trusts, community services, or other healthcare providers you could potentially collaborate with?
  • Technology infrastructure: What digital health tools or systems does your practice currently use, and are there opportunities for enhancement?
  • Staff training and development: What training needs have you identified for expanding or improving services?
  • Performance metrics: How do you currently measure patient outcomes and satisfaction, and what improvements would you like to see?
  • Timeline preferences: Are there specific deadlines or NHS initiative cycles you need to align with?

Service development strategy report

5. Ethical implementation

  • Navigate the complex landscape of data privacy regulations while maintaining patient trust and ensuring compliance with national standards
  • Establish clear boundaries between AI assistance and clinical judgement throughout all practice operations
  • Develop transparent policies that address patient concerns about AI use in healthcare settings
  • Balance innovation with responsibility to maintain the patient-centred approach

Example: AI use and data protection policy

  • Addressing core concerns: Draft clear explanations about how AI is and isn't used in your practice
  • Using accessible language: Transform complex technical and legal concepts into patient-friendly explanations that build trust rather than create anxiety
  • Transparency principles: Outline what information should be proactively shared versus made available upon request
  • Communication strategies: Create talking points for staff to address common questions or concerns

Create an outline for an "AI use and disclosure policy" for a GP practice, focusing especially on patient privacy and data protection. Use accessible language, as the audience for this policy will include patients with varying levels of technical understanding. Ensure that it adheres to UK regulatory frameworks including GDPR, NHS data governance requirements, and GMC guidance on technology use in healthcare.

6. Getting started

  • Start small with free AI tools and low-risk administrative tasks
  • Pilot approach: Test AI tools with non-clinical tasks first to build confidence and understand capabilities
  • Budget planning: Most practice improvements shown today can be achieved with minimal financial investment (language models cost about £20 / month)
  • 30-day implementation roadmap for moving from concept to active use in your practice

Your first month with AI

  • Week 1-2: Explore and experiment
    • Sign up for free accounts: ChatGPT, Claude, Perplexity, Gemini
    • Test with practice admin tasks: policy writing, staff communications, patient information leaflets
  • Week 3: Identify quick wins
    • Choose one recurring task that consumes staff time (appointment letters, patient education materials)
    • Create templates and workflows using AI assistance
  • Week 4: Evaluate and expand
    • Measure time saved and quality improvements
    • Identify next areas for AI integration

7. Change management

  • Address resistance early through demonstration rather than explanation
  • Start with administrative support before introducing any patient-facing applications
  • Training approach: Focus on AI as a helpful assistant that enhances human judgement
  • Common concerns: Job security fears, technology complexity, and patient acceptance—all of which are manageable with proper introduction

Making AI adoption successful

  • Demonstrate value first: Show how AI can eliminate repetitive tasks that staff find tedious
  • Address concerns directly:
    • "Will AI replace me?" → "AI handles routine tasks so you can focus on patient care"
    • "Is it too complicated?" → Start with simple copy-paste interactions
    • "What about patient data?" → Begin with non-patient-specific tasks
  • Gradual introduction: Administrative tasks → patient education materials → communication templates → strategic planning

Conclusion

  • AI enables GP practices to transform operations across multiple domains
  • Eliminates traditional barriers to practice improvement through enhanced profiling and data-driven decision-making
  • Integrating AI into business development enables you to deliver patient care while using technology to support administrative and strategic tasks
  • Implementation is achievable: Start small, build confidence, and expand systematically over time