Artificial Intelligence Enabled Complaint and Feedback Management in the NHS: A Strategic and Operational Leap Forward

Artificial Intelligence Enabled Complaint and Feedback Management in the NHS: A Strategic and Operational Leap Forward | Authorea try { document.documentElement.classList.add('js'); } catch (e) { } var _gaq = _gaq || []; _gaq.push(['_setAccount', 'G-8VDV14Y67G']); _gaq.push(['_trackPageview']); (function() { var ga = document.createElement('script'); ga.type = 'text/javascript'; ga.async = true; ga.src = ('https:' == document.location.protocol ? 'https://ssl' : 'http://www') + '.google-analytics.com/ga.js'; var s = document.getElementsByTagName('script')[0]; s.parentNode.insertBefore(ga, s); })(); Skip to main content Preprints Collections Wiley Open Research IET Open Research Ecological Society of Japan All Collections About About Authorea FAQs Contact Us Quick Search anywhere Search for preprint articles, keywords, etc. Search Search ADVANCED SEARCH SCROLL This is a preprint and has not been peer reviewed. Data may be preliminary. 17 November 2025 V1 Latest version Share on Artificial Intelligence Enabled Complaint and Feedback Management in the NHS: A Strategic and Operational Leap Forward Authors : Georgios Krasopoulos 0000-0001-9334-9604 [email protected] , Christopher A. Palin , and Katie Harris Authors Info & Affiliations https://doi.org/10.22541/au.176337037.76221558/v1 193 views 102 downloads Contents Abstract Supplementary Material Information & Authors Metrics & Citations View Options References Figures Tables Media Share Abstract The National Health Service (NHS) receives thousands of complaints weekly, yet existing systems remain largely manual, inconsistent, and unable to generate strategic insights. This paper examines the potential of Artificial Intelligence (AI) and digital technologies to transform complaint and feedback management within the NHS. Using a pilot initiative at Oxford University Hospitals (OUH) as a case study, the article explores the design, implementation, and impact of an AI-enabled Complaint Management System (AI-CMS). The system leverages Natural Language Processing (NLP) to streamline complaint triage, detect emergent themes, and offer real-time analytics. We discuss the operational, financial, and ethical implications of AI-CMS deployment and highlight the need to expand its remit to cover broader patient feedback mechanisms. The findings underscore AI’s potential not only to enhance efficiency but to catalyse a shift towards learning, responsiveness, and patient-centred service redesign. Supplementary Material File (artificial intelligence enabled complaint and feedback management in the nhs- a strategic and operational leap forward.paper v3.docx) Download 53.80 KB Information & Authors Information Version history V1 Version 1 17 November 2025 Copyright This work is licensed under a Non Exclusive No Reuse License. Keywords artificial inteligence complaints management feedback intelligent systems health care patient experience Authors Affiliations Georgios Krasopoulos 0000-0001-9334-9604 [email protected] Oxford University Hospitals NHS Foundation Trust View all articles by this author Christopher A. Palin Oxford University Hospitals NHS Foundation Trust View all articles by this author Katie Harris Oxford University Hospitals NHS Foundation Trust View all articles by this author Metrics & Citations Metrics Article Usage 193 views 102 downloads .FvxKWukQNSOunydq8rnd { width: 100px; } Citations Download citation Georgios Krasopoulos, Christopher A. Palin, Katie Harris. Artificial Intelligence Enabled Complaint and Feedback Management in the NHS: A Strategic and Operational Leap Forward. Authorea . 17 November 2025. DOI: https://doi.org/10.22541/au.176337037.76221558/v1 If you have the appropriate software installed, you can download article citation data to the citation manager of your choice. Simply select your manager software from the list below and click Download. For more information or tips please see 'Downloading to a citation manager' in the Help menu . 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