KFF Health News: Discover How Your Next Primary Care Doctor May Be Exclusively Online, Accessible via AI Technology
February 06, 2026
KFF Health News: Your Next Primary Care Doctor Could Be Online Only, Accessed Through an AI Tool
When her doctor passed away unexpectedly in August, Tammy MacDonald found herself among the approximately 17% of adults in America without a primary care physician. Faced with the urgent need for medication refills and follow-up appointments after a breast cancer scare, she quickly sought a new doctor.
MacDonald reached out to ten primary care practices in Westwood, Massachusetts, only to discover that none were accepting new patients. Some offices informed her that the earliest available appointment would be in a year and a half to two years.
“I was just shocked by that, because we live in Boston and we’re supposed to have this great medical care,” said MacDonald, who is in her late 40s and has private health insurance. “I couldn’t get my mind around the fact that we didn’t have any doctors.”
The shortage of primary care providers is a national issue, but it is particularly severe in Massachusetts. According to a January 2025 report, the state’s primary care workforce is declining faster than in most other states.
In response, some health networks, including the state’s largest hospital chain, Mass General Brigham, are turning to artificial intelligence for solutions. In September, just as MacDonald was running out of her blood pressure medications, MGB launched an AI-supported program called Care Connect. A letter from MGB informed her that no primary care providers in the network were accepting new patients for in-person care, but it included a link to Care Connect.
MacDonald downloaded the app and requested a telehealth appointment. After a brief chat with an AI agent about her symptoms, the AI sent a summary to a primary care doctor who could see her via video. “I think I got an appointment the next day or two days later,” she said. “It was just such a difference from being told I had to wait two years.”
Round-the-Clock Convenience
MGB claims that the AI tool can assist patients with common urgent care requests, as well as mild to moderate mental health concerns and chronic disease issues. After patients describe their symptoms, the AI generates a suggested diagnosis and treatment plan for a doctor.
Care Connect employs 12 physicians who work remotely from across the U.S., providing assistance 24/7. This program is one of many AI-based tools being tested by hospitals and medical staff for various routine tasks, including note-taking, reviewing diagnostic results, and billing.
Proponents argue that these AI programs can alleviate staff burnout and worker shortages by reducing time spent on administrative tasks. However, there is ongoing debate about when and how to effectively use AI to improve diagnoses. Critics caution that AI may overlook important details about overlapping medical conditions.
Moreover, AI tools lack the ability to assess whether patients can afford follow-up care or reach appointments, missing insights that primary physicians gain through long-term relationships.
Since her initial experience with Care Connect, MacDonald has used the app multiple times, appreciating the convenience it offers. “I don’t have to leave work,” she said. “And I gained some peace of mind, knowing that I have a plan between now and me finding another in-person doctor.”
Scarcity and Burnout
The shortage of primary care providers is influenced by various factors, including dissatisfaction with pay. Many primary care doctors earn about 30% to 50% less than specialists. At the same time, their workloads have increased, often leading to burnout.
When MacDonald signed onto Care Connect, she was one of 15,000 patients in the Mass General Brigham system without a primary care provider. This number has risen as doctors leave for rival networks. Dr. Madhuri Rao, a primary care physician at an MGB health center, expressed frustration with the system’s leadership, stating, “They don’t make any effort to ease the shortage.”
Last year, MGB pledged to invest $400 million over five years in primary care services, which includes the multiyear contract with Care Connect. “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.
Bridge to Better Care or a ‘Band-Aid’?
While MGB has introduced other AI tools, some physicians worry about the potential erosion of in-person visits. Dr. Rao, for instance, is hesitant to use AI tools due to concerns about patient privacy. “What if they’re just using my interactions with patients to train their AI and boot me out of my job?” she questioned.
However, Dr. Helen Ireland, who manages the Care Connect program, reassured that all patient care decisions are still made by real doctors. “We are not replacing our in-person primary care,” she said.
As of mid-December, Care Connect doctors were seeing 40 to 50 patients daily. By February, MGB plans to expand the program to all Massachusetts and New Hampshire residents with health insurance. Patients can use Care Connect as an urgent care service or choose a remote doctor as their primary care provider.
Dr. Steven Lin believes that while AI can assist with urgent care issues, ongoing health problems require a human touch. “In its current state, the safest use of this tool is for more urgent care issues,” he stated.
The company behind Care Connect, K Health, asserts that the program is delivering safe, effective care to patients with complex, chronic ailments, many of whom have no other options besides emergency rooms.
“America’s got a big problem with health care, issues with cost, quality, and access,” said Allon Bloch, the company’s CEO. “To solve it, you need to start with primary care, and you have to use technology and AI.”
In addition to Mass General Brigham, K Health collaborates with five other health networks, including the renowned Mayo Clinic and Cedars-Sinai in Los Angeles.
In a small study funded by K Health, Cedars-Sinai researchers found that AI was slightly better at identifying critical red flags and recommending care based on clinical guidelines compared to physicians, who excelled at adjusting treatment recommendations through patient interaction.
KFF Health News is a national newsroom that produces in-depth journalism about health issues and is one of the core operating programs at KFF—an independent source of health policy research, polling, and journalism. Learn more about KFF.
February 06, 2026
KFF Health News: Your Next Primary Care Doctor Could Be Online Only, Accessed Through an AI Tool
When her doctor passed away unexpectedly in August, Tammy MacDonald found herself among the approximately 17% of adults in America without a primary care physician. Faced with the urgent need for medication refills and follow-up appointments after a breast cancer scare, she quickly sought a new doctor.
MacDonald reached out to ten primary care practices in Westwood, Massachusetts, only to discover that none were accepting new patients. Some offices informed her that the earliest available appointment would be in a year and a half to two years.
“I was just shocked by that, because we live in Boston and we’re supposed to have this great medical care,” said MacDonald, who is in her late 40s and has private health insurance. “I couldn’t get my mind around the fact that we didn’t have any doctors.”
The shortage of primary care providers is a national issue, but it is particularly severe in Massachusetts. According to a January 2025 report, the state’s primary care workforce is declining faster than in most other states.
In response, some health networks, including the state’s largest hospital chain, Mass General Brigham, are turning to artificial intelligence for solutions. In September, just as MacDonald was running out of her blood pressure medications, MGB launched an AI-supported program called Care Connect. A letter from MGB informed her that no primary care providers in the network were accepting new patients for in-person care, but it included a link to Care Connect.
MacDonald downloaded the app and requested a telehealth appointment. After a brief chat with an AI agent about her symptoms, the AI sent a summary to a primary care doctor who could see her via video. “I think I got an appointment the next day or two days later,” she said. “It was just such a difference from being told I had to wait two years.”
Round-the-Clock Convenience
MGB claims that the AI tool can assist patients with common urgent care requests, as well as mild to moderate mental health concerns and chronic disease issues. After patients describe their symptoms, the AI generates a suggested diagnosis and treatment plan for a doctor.
Care Connect employs 12 physicians who work remotely from across the U.S., providing assistance 24/7. This program is one of many AI-based tools being tested by hospitals and medical staff for various routine tasks, including note-taking, reviewing diagnostic results, and billing.
Proponents argue that these AI programs can alleviate staff burnout and worker shortages by reducing time spent on administrative tasks. However, there is ongoing debate about when and how to effectively use AI to improve diagnoses. Critics caution that AI may overlook important details about overlapping medical conditions.
Moreover, AI tools lack the ability to assess whether patients can afford follow-up care or reach appointments, missing insights that primary physicians gain through long-term relationships.
Since her initial experience with Care Connect, MacDonald has used the app multiple times, appreciating the convenience it offers. “I don’t have to leave work,” she said. “And I gained some peace of mind, knowing that I have a plan between now and me finding another in-person doctor.”
Scarcity and Burnout
The shortage of primary care providers is influenced by various factors, including dissatisfaction with pay. Many primary care doctors earn about 30% to 50% less than specialists. At the same time, their workloads have increased, often leading to burnout.
When MacDonald signed onto Care Connect, she was one of 15,000 patients in the Mass General Brigham system without a primary care provider. This number has risen as doctors leave for rival networks. Dr. Madhuri Rao, a primary care physician at an MGB health center, expressed frustration with the system’s leadership, stating, “They don’t make any effort to ease the shortage.”
Last year, MGB pledged to invest $400 million over five years in primary care services, which includes the multiyear contract with Care Connect. “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.
Bridge to Better Care or a ‘Band-Aid’?
While MGB has introduced other AI tools, some physicians worry about the potential erosion of in-person visits. Dr. Rao, for instance, is hesitant to use AI tools due to concerns about patient privacy. “What if they’re just using my interactions with patients to train their AI and boot me out of my job?” she questioned.
However, Dr. Helen Ireland, who manages the Care Connect program, reassured that all patient care decisions are still made by real doctors. “We are not replacing our in-person primary care,” she said.
As of mid-December, Care Connect doctors were seeing 40 to 50 patients daily. By February, MGB plans to expand the program to all Massachusetts and New Hampshire residents with health insurance. Patients can use Care Connect as an urgent care service or choose a remote doctor as their primary care provider.
Dr. Steven Lin believes that while AI can assist with urgent care issues, ongoing health problems require a human touch. “In its current state, the safest use of this tool is for more urgent care issues,” he stated.
The company behind Care Connect, K Health, asserts that the program is delivering safe, effective care to patients with complex, chronic ailments, many of whom have no other options besides emergency rooms.
“America’s got a big problem with health care, issues with cost, quality, and access,” said Allon Bloch, the company’s CEO. “To solve it, you need to start with primary care, and you have to use technology and AI.”
In addition to Mass General Brigham, K Health collaborates with five other health networks, including the renowned Mayo Clinic and Cedars-Sinai in Los Angeles.
In a small study funded by K Health, Cedars-Sinai researchers found that AI was slightly better at identifying critical red flags and recommending care based on clinical guidelines compared to physicians, who excelled at adjusting treatment recommendations through patient interaction.
KFF Health News is a national newsroom that produces in-depth journalism about health issues and is one of the core operating programs at KFF—an independent source of health policy research, polling, and journalism. Learn more about KFF.
