When her doctor died suddenly in August, Tammy MacDonald found herself among the roughly 17% of adults in America without a primary care physician. MacDonald needed a new doctor urgently to refill her blood pressure medications and schedule a follow-up after a breast cancer scare. However, her search for a new primary care provider in Westwood, Massachusetts, proved fruitless, with local practices quoting wait times of up to two years for new patients.
“I was just shocked by that, because we live in Boston and we’re supposed to have this great medical care,” MacDonald, who is in her late 40s and has private health insurance, expressed her disbelief. “I couldn’t get my mind around the fact that we didn’t have any doctors.”
AI Solutions to a Growing Crisis
The shortage of primary care providers is a national issue, but it’s particularly severe in Massachusetts. A January 2025 report highlights that the state’s primary care workforce is shrinking faster than in most states. In response, some health networks, including Mass General Brigham (MGB), are turning to artificial intelligence for solutions.
In September, as MacDonald was running out of medication, MGB launched an AI-supported program called Care Connect. The app enabled her to request a telehealth appointment, facilitated by an AI agent that summarized her needs for a remote doctor. “I think I got an appointment the next day or two days later,” she said, contrasting it with the two-year wait she was initially told.
Round-the-Clock Convenience
MGB claims that the AI tool can manage common urgent care requests, as well as mild to moderate mental health concerns. Care Connect employs 12 physicians who work remotely, providing round-the-clock care. This tool is part of a broader trend where hospitals and doctors are testing AI for routine medical tasks like note-taking, reviewing diagnostics, and billing.
Proponents argue that these programs can alleviate staff burnout and shortages by reducing administrative burdens. However, critics caution against over-reliance on AI, citing potential oversights in diagnosing complex conditions and the lack of personal patient understanding that comes with long-term doctor-patient relationships.
Challenges and Criticisms
Since first using the app, MacDonald has relied on Care Connect multiple times, appreciating the convenience of not having to leave work. “I gained some peace of mind, knowing that I have a plan between now and me finding another in-person doctor,” she said.
However, the scarcity of primary care providers is driven by several factors, including dissatisfaction with pay and increasing workloads. Primary care doctors earn significantly less than specialists and often face days filled with complex patient visits and evenings spent updating medical records.
Within the MGB system, 15,000 patients, including MacDonald, lack a primary care provider. This number is growing as doctors leave for rival networks. MGB’s pledge to invest $400 million over five years in primary care includes funding for Care Connect, but some doctors argue for more direct investment in salaries and recruitment.
“Care Connect is just one solution among many in this broader strategy to alleviate the primary care capacity crisis,” said Ron Walls, MGB’s chief operating officer.
Future of AI in Healthcare
MGB’s rollout of AI tools includes transcription services for doctor-patient conversations, though some doctors, like Madhuri Rao, express privacy concerns and fear job displacement. “What if they’re just using my interactions with patients to train their AI and boot me out of my job?” she questioned.
Despite these concerns, MGB assures that all patient care decisions remain with human doctors. Helen Ireland, a primary care physician managing the program, emphasized that in-person care remains vital.
“We are not replacing our in-person primary care,” Ireland stated. “It’s still important, and the majority of patients still have in-person primary care.”
Yet, the fear persists that AI tools like Care Connect might erode access to traditional care. Critics like Michael Barnett, an MGB internist, view it as a temporary fix. “That sounds like a band-aid for a broken system to me,” he said.
Expanding AI Tools
By mid-December, Care Connect doctors were seeing 40 to 50 patients daily. MGB plans to expand the service to all insured Massachusetts and New Hampshire residents by February, hiring more doctors as needed. Patients can use it as an urgent care service or choose a remote doctor as their primary provider.
Care Connect is not suitable for emergencies or physical exams, but it can manage routine issues like moderate respiratory infections and chronic conditions. Steven Lin, chief of primary care at Stanford, believes AI is best for urgent care issues, not ongoing chronic conditions.
“In its current state, the safest use of this tool is for more urgent care issues,” Lin advised.
Despite differing opinions, the practical appeal of virtual options is acknowledged. Lin emphasized the importance of safe care access, even if virtual, over no care at all.
K Health, the company behind Care Connect, claims the program delivers effective care for complex conditions, often serving those with limited options beyond emergency rooms. CEO Allon Bloch sees technology as essential to addressing healthcare challenges.
As AI continues to integrate into healthcare, the balance between technological efficiency and personal care remains a critical discussion point. The future may see a hybrid model where AI supports but does not replace human healthcare providers.
