Amazon One Medical has introduced a new Health AI assistant in its One Medical app designed to make health care more intuitive, personalized and actionable for members, providing 24/7 guidance that draws on each individual’s complete medical records, lab results and current medications while maintaining HIPAA-compliant privacy and security protections. The agentic AI tool can answer both general and complex health questions, explain lab results in the context of a user’s unique history, help members choose the right care option including virtual, in-person or urgent care, assist with ongoing tasks such as booking appointments or renewing prescriptions (including options to fill through Amazon Pharmacy), and connect users seamlessly to their care teams when clinical expertise is needed. According to Neil Lindsay, senior vice president of Amazon Health Services, “The U.S. health care experience is fragmented, with each provider seeing only parts of your health puzzle. Health AI in the One Medical app brings together all the pieces of your personal health information to give you a more complete picture—helping you understand your health, and supporting you in getting the care you need to get and stay well. Health AI makes getting health care easier and more convenient, so patients can focus on what matters most: their health.”
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The Health AI assistant has been developed with significant clinical oversight to ensure it complements, rather than replaces, the patient-clinician relationship, recognizing when situations require human judgment and offering users options such as messaging their provider, initiating immediate video calls, or scheduling same or next-day appointments. Dr. Andrew Diamond, chief medical officer at One Medical, emphasized this balance: “Even as AI capabilities expand, the patient-clinician relationship built over time and rooted in shared humanity—remains crucially important and irreplaceable. Our Health AI enhances this relationship by helping members understand their health information and manage their routine health tasks, coaching them to stick to their health program and quickly connecting them to their trusted providers when they need the care and expertise of a human clinician.” The feature, powered by Amazon Bedrock models, is now available to all One Medical members within the app, with continuous improvements planned based on clinician and member feedback.
