AI Revolution: Meet Your New Online-Only Primary Care Doctor

Tammy MacDonald, a director at Blue Hills Adult Education in Dedham, Massachusetts, experienced significant difficulty in finding a new primary care doctor after her physician passed away in August. This predicament placed her among the 17% of U.S. adults without a primary care provider. MacDonald urgently needed refills for her blood pressure medications and follow-up care after a breast cancer scare.

Despite her efforts, MacDonald reached out to ten local practices in Westwood, Massachusetts, only to be informed that none were accepting new patients. Some offices indicated she could potentially get an appointment in as long as two years, leaving her astonished, especially given Boston’s reputation for premier medical care.

The Primary Care Shortage in Massachusetts

The shortage of primary care providers is a crisis, particularly acute in Massachusetts, where the workforce is declining more rapidly than in many other states. Recent reports highlight this growing issue.

In response, major healthcare networks, including Mass General Brigham (MGB), are exploring innovative solutions, such as artificial intelligence (AI). In September, amid her healthcare struggles, MGB introduced its new AI-based program, Care Connect.

Introducing Care Connect

MacDonald received a letter from MGB stating that no primary care providers in their network were available for in-person consultations. However, the letter included a link to Care Connect. After downloading the app, she quickly scheduled a telehealth appointment.

Her experience included a brief interaction with an AI agent, who conducted an assessment of her symptoms before connecting her with a video consultation from a primary care doctor. MacDonald was impressed by the efficiency, securing an appointment within one or two days—far better than the two-year wait she faced before.

Convenient Access to Healthcare

Mass General Brigham highlights that Care Connect can assist with urgent care issues such as colds, rashes, and mild mental health concerns. The AI analyzes patient descriptions and relays suggestions for diagnosis and treatment to a physician who reviews and validates the recommendations.

• Care Connect offers 24/7 availability.
• Patients can connect with doctors remotely, easing pressure on traditional healthcare models.

This system not only aims to alleviate the burdens of burnout among medical staff but also attempts to streamline administrative tasks. AI is being tested to enhance routine medical duties like record-keeping and billing.

Debate on AI in Healthcare

While proponents advocate for AI’s potential in relieving healthcare shortages, critics argue it may not account for the nuanced understanding that primary care doctors develop through long-term patient relationships. There are concerns that AI tools cannot evaluate financial barriers to follow-up care or understand a patient’s social dynamics.

Since her initial use of Care Connect, MacDonald has utilized the service multiple times, appreciating its convenience. She views AI as a temporary solution while searching for a permanent in-person doctor.

Understanding Primary CareProvider Challenges

The shortage of primary care providers is driven by several factors, including dissatisfaction regarding compensation. Primary care physicians typically earn significantly less than specialists, leading to high turnover and burnout among these practitioners.

• Many doctors face increasing workloads, burnout, and inadequate pay.
• 15,000 patients in MGB’s system currently lack a primary care provider.

Dr. Madhuri Rao, a primary care physician at MGB, has expressed frustration with leadership’s focus on specialty care, calling for more investment in primary care. MGB’s commitment to allocate $400 million over five years to enhance primary care services includes support for initiatives like Care Connect.

Looking Toward the Future

MGB plans to expand Care Connect to more residents in Massachusetts and New Hampshire who have health insurance, hiring additional staff as necessary. Although the platform is not intended for emergency situations or comprehensive physical exams, it holds potential for managing common health concerns.

Experts, including Dr. Steven Lin, emphasize that AI’s optimal role is managing urgent health issues rather than chronic conditions. He supports the use of AI for efficiency, recognizing the demand for accessible healthcare options.

In collaboration with K Health, MGB is part of a broader trend seeking to address systemic healthcare challenges using technology. As AI continues to develop within patient care settings, it remains a topic of discussion regarding its efficiency and ethical implications in healthcare delivery.