Mass General Brigham Expands AI-Powered Care Connect Program
Mass General Brigham (MGB) is significantly expanding its Care Connect program, an AI-driven initiative designed to tackle the growing shortage of primary care physicians. This expansion will make the service accessible to all insured residents in Massachusetts and New Hampshire, offering an innovative solution to what the Massachusetts Health Policy Commission recently called a “dire” primary care access crisis.
What Is Care Connect?
Care Connect is a digital health service launched by MGB in 2025. It combines artificial intelligence with remote physicians to provide 24/7 online primary care. Patients use an AI interface to describe their symptoms, which then generates a preliminary diagnosis and treatment plan. These are reviewed and carried out by licensed U.S. doctors working remotely. On average, each physician sees between 40 and 50 patients daily through the platform.
Dr. Helen Ireland, a primary care physician managing the initiative, explained in a recent NPR interview that the AI platform is not a substitute for in-person care but a supplementary tool to bridge gaps in access. “By February, we plan to make Care Connect available to all insured residents of Massachusetts and New Hampshire,” she said. “We’re actively hiring more doctors to meet demand.”
The State of Primary Care Access
The primary care landscape in Massachusetts is increasingly challenged by long wait times and a shortage of healthcare providers accepting new patients. Despite the state’s robust medical infrastructure, many residents struggle to secure timely appointments. The Massachusetts Health Policy Commission attributes the problem to factors beyond provider burnout, citing low reimbursement rates and an unsustainable work environment for primary care professionals.
The Commission also noted that while AI has potential, evidence on its effectiveness in reducing administrative burdens remains mixed. Nonetheless, MGB sees immense promise in using technology to bolster the strained healthcare system.
How the System Works
Patients typically spend around 10 minutes interacting with the AI platform to report their symptoms. The system then provides a suggested diagnosis and treatment plan, which a certified physician reviews and finalizes. Currently, 12 U.S.-licensed doctors work remotely with the AI 24/7, ensuring around-the-clock access for patients.
One user, Tammy MacDonald, shared her experience using the Care Connect app. Since September, she has used the service three times. While one use was for a routine travel-related vaccination, the others involved real-time conversations with remote physicians. “I gained some peace of mind, knowing that I have a plan between now and finding another in-person doctor,” she said.
Addressing Concerns About AI in Medicine
Some healthcare professionals have voiced concerns that AI tools like Care Connect could eventually replace them. Dr. Ireland addressed these worries, emphasizing that all medical decisions are still made by human doctors. “We are not replacing our in-person primary care,” she stated.
Dr. Rebecca G. Mishuris, MGB’s Vice President and Chief Medical Information Officer, echoed this sentiment. She emphasized the importance of ethical AI use, stating, “We are also starting to demand that vendors and developers create solutions aligned with our guiding principles, ensuring fairness and equity.” Mishuris added that staffing shortages were a driving factor behind the development of AI tools designed to ease workloads and improve patient outcomes in a consistent, reliable manner.
Innovations Beyond Primary Care
MGB’s use of AI extends beyond Care Connect. Over the past two years, the health system has explored how AI can enhance patient care, including the development of a frailty index incorporated into Epic’s electronic health record system. MGB is also investigating the potential of large language models like ChatGPT to support diagnostic decision-making tools.
In December, the organization launched its first spin-off company, AIwithCare. This venture aims to scale a Retrieval-Augmented Generation (RAG) AI application to streamline clinical trial processes. Developed by MGB researchers, the tool is designed to match patients with appropriate clinical trials more efficiently, reducing administrative overhead and accelerating research timelines.
A Broader Vision for the Future
“Care Connect is just one solution among many in our broader strategy to address the primary care capacity crisis,” said Dr. Ron Walls, MGB’s Chief Operating Officer. “Our investment supports retaining our current physicians as well as recruiting new ones.”
With a growing emphasis on innovation and AI integration, MGB is positioning itself at the forefront of a healthcare transformation aimed at improving access, enhancing efficiency, and supporting overburdened providers. As these tools evolve, the balance between technology and human expertise will be key to their success.
This article is inspired by content from Original Source. It has been rephrased for originality. Images are credited to the original source.