Amazon has introduced an agentic health AI assistant to provide simpler, personalised and more actionable healthcare for its One Medical customers.

This AI-powered health assistant provides round-the-clock health guidance and takes action to connect users to their providers, book appointments, read labs and manage meds.

Available in the One Medical app, the agentic assistant is an AI-forward feature that makes getting healthcare simpler, more highly personalised and more actionable by answering health questions, booking appointments and managing medications.

Co-developed with One Medical’s clinical leadership, the health AI assistant provides personalised health guidance grounded in each patient’s medical history. And when clinical expertise is needed, the assistant seamlessly connects patients to their care team via messaging or by booking a same or next day appointment.

It helps patients take charge of their health with personalised insights drawn from their complete medical records, lab results and current medications, all protected with HIPAA-compliant privacy and security safeguards.

Unlike generic health information tools, the AI understands the medical context without requiring the user to upload manually their personal information from multiple healthcare providers and services. It delivers tailored guidance that considers past healthcare concerns, test results, vaccinations and current medications. It can:

• Answer general and complex health questions by explaining lab results, considering health history and explaining what this information means.
• Provide round-the-clock health guidance on symptoms, conditions, potential treatments and wellness questions.
• Help the user choose the right care option based on the situation. This includes a virtual visit, an in-person appointment or urgent care.
• Streamline ongoing care tasks, including helping book appointments with a One Medical provider, or renew medications, which users can choose to fill with Amazon Pharmacy.

“The US healthcare experience is fragmented, with each provider seeing only parts of your health puzzle,” said Neil Lindsay, senior vice president of Amazon Health Services. “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 healthcare easier and more convenient, so patients can focus on what matters most: their health.”

Health AI is designed to complement not replace the relationship between patients and their healthcare providers. One Medical’s clinical leadership has been involved in every stage of development, embedding multiple patient safety guardrails and clinical protocols, including for emergency and sensitive clinical situations, throughout the experience.

Health AI recognises when symptoms, situations or specific queries require or benefit from human clinical judgment and provides options for members to connect seamlessly with their One Medical provider and care team through messaging, an immediate video call or an in-person appointment.

For example, if a member reports concerning symptoms or has specific clinical criteria that warrant in-person evaluation, Health AI will recommend the appropriate level of care and even make a virtual or in-person appointment, often for the same or next day, or in minutes when needed.

“Even as AI capabilities expand, the patient-clinician relationship built over time and rooted in shared humanity remains crucially important and irreplaceable,” said Andrew Diamond, chief medical officer at One Medical. “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 programme, and quickly connecting them to their trusted providers when they need the care and expertise of a human clinician.”

Amazon Health Services, which includes One Medical and Amazon Pharmacy, has a track record of protecting customers’ health information with HIPAA-compliant privacy and security practices. The AI assistant maintains these same standards.

Conversations with the health AI assistant are not automatically added to the medical record. Health data are protected with administrative, physical and technical safeguards, including encryption technology and controls over who can access records. Amazon does not sell members’ personal data, including protected health information.

“We’re committed to developing responsible, reliable AI that makes our members’ lives better,” said Prakash Bulusu, vice president at Amazon Health Services. “Health AI in the One Medical app excels at connecting the dots across a member’s complete health picture while maintaining rigorous safety standards, empowering informed decisions 24/7 with providers always in the lead.”

Members who don’t wish to use the AI assistant can access the standard One Medical app experience by tapping Home on the bottom navigation bar in the app.

A health AI assistant has been available to select One Medical (health.amazon.com/onemedical) members in beta since early 2025. The health AI assistant, which is powered by models on Amazon Bedrock, is now live for all One Medical members in the One Medical app. While a One Medical membership is not required for scheduled in-person or remote appointments, One Medical membership can be added as a Prime benefit for $9 per month or $99 per year for Amazon Prime members or purchased at One Medical (www.onemedical.com).