When Tammy MacDonald's doctor passed away unexpectedly, she found herself in a difficult situation that millions of Americans face: searching for a new primary care physician in a landscape where appointments can take years to secure. But thanks to an innovative solution from Mass General Brigham, her story took a hopeful turn.

After being turned away by 10 practices near her Westwood, Massachusetts home, with some offering wait times of up to two years, MacDonald discovered Care Connect, a groundbreaking AI-supported program launched by Mass General Brigham in September. What happened next showcases how technology can bridge critical gaps in healthcare access.

Within just 10 minutes of chatting with an AI agent about her medical needs, including urgent blood pressure medication refills, MacDonald received an appointment with a real doctor for the very next day. The transformation from a two-year wait to next-day care represents exactly the kind of breakthrough that healthcare innovation can deliver.

The program works beautifully in its simplicity. Patients describe their symptoms or health concerns to an AI tool, which then prepares a summary, suggested diagnosis, and treatment plan for review by one of 12 physicians working remotely across the United States. This means patients can access quality medical care 24 hours a day, seven days a week, addressing everything from common urgent care needs like colds and sprains to chronic disease management and mental health support.

For MacDonald, who is 48 and works full time, the convenience has been life-changing. She has used Care Connect four times since September, appreciating that she doesn't need to leave work for appointments. The program has given her peace of mind while she continues searching for an in-person physician, providing a practical bridge during a challenging transition.

Mass General Brigham is addressing a significant need with this innovation. When the program launched, 15,000 patients in their system lacked a primary care provider. These aren't just statistics, they're people like MacDonald who need medical attention and deserve access to care.

The Bright Side

While critics rightfully point out that AI tools have limitations and cannot replace the deep personal relationships that develop between patients and long-term primary care doctors, programs like Care Connect represent an important stepping stone. They're not intended to replace traditional care but to supplement it during a critical shortage period.

The program demonstrates how healthcare systems are getting creative in solving real-world problems. By combining cutting-edge technology with human medical expertise, Mass General Brigham has found a way to expand access without compromising on the quality of care delivered by licensed physicians.

MacDonald's perspective resonates with practical optimism. She views Care Connect as a logical short-term solution while recognizing the value of eventually establishing an in-person doctor relationship. Her experience shows that innovation in healthcare doesn't have to be perfect to be helpful. Sometimes, the right solution is simply the one that gets patients the care they need when they need it.

As healthcare systems nationwide grapple with provider shortages, Mass General Brigham's approach offers an encouraging model that other institutions can learn from and adapt.