A new report from the NHS Communications AI Taskforce, released in partnership with the NHS Confederation, outlines how artificial intelligence is quietly transforming the work of NHS communications teams — and what needs to happen next to ensure its adoption is safe, ethical, and effective.
The study draws on survey responses from over 400 NHS communications professionals, along with focus group insights, to assess how AI tools are currently being used across the health system. It found AI is already playing a valuable support role in content drafting, social media adaptation, meeting summarization, and patient feedback analysis.
But while enthusiasm is high, adoption is uneven. 55% of respondents said they currently use AI tools, while 41% expressed interest but lacked access or training. Much of the use remains informal, with individuals or small teams experimenting with tools like ChatGPT or Microsoft Copilot without formal approval or governance.
“This is already making a difference, but who benefits depends on who has the tools, skills, and permission to use them,” one participant said.
The report identifies five strategic priorities to guide responsible AI adoption in NHS communications: establishing a national operating framework, developing an ethics framework, launching a peer-learning AI network, creating a training hub, and building long-term monitoring and evaluation systems. A new NHS Communications AI Network is set to launch to support these efforts.
AI is viewed primarily as an assistant — not a replacement — helping staff save time and improve clarity while retaining human oversight for accuracy, empathy, and alignment with NHS values. Yet the report highlights significant risks, from misinformation and bias to unclear Freedom of Information obligations and environmental impacts.
To address these challenges, the report calls for tailored training for both frontline communicators and NHS leaders, clearer governance, and a culture that encourages experimentation within safe boundaries.
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