Amazon and AI and One Medical, Oh My!

Written By: Grace Mintun

Date: March 4, 2025

a health monitor showing heart rate in a doctor's office
Photo credit: Photo by Maxim Tolchinskiy via Unsplash      

Amazon is now doing healthcare and prescriptions. This totally isn’t how a medical horror movie starts, right?

Amazon dipping its fingers into the medical sector has been a long time coming. Amazon bought PillPack to leverage its way into the pharmaceutical side of the healthcare sector in 2018. It bought One Medical in 2022, getting access to over 800,000 patients, not to mention doctor’s offices and another tech platform. In 2024, it announced its collaboration with Cleveland Clinic. Recently, in January of this year, Amazon acquired the support of Teladoc, with over 1 million users, their connected devices, and personalized data and care plans. With this partnership also came the announcement Amazon was integrating these new healthcare options into their Prime subscription, probably explaining the major hike in price in the past few years. This has been a plan for a while, with Amazon playing the long game. And I don’t think they plan to stop here.

Now, giant corporations buying medical insurance, doctor’s offices, hospitals, medications, etc., isn’t NEW. It certainly isn’t new for Amazon. But this big of a corporation? That sends up red flags. Also, this isn't the first time Amazon has tried to get into healthcare. All the times before, it's failed miserably so they've tried to brush it under the rug. 

The biggest red flags are how Amazon is using and plans to use AI. “By automating medical record processing and information retrieval, Amazon aims to alleviate the administrative burden on healthcare professionals, thereby reducing ‘pajama time,’ which is the often substantial time physicians dedicate to administrative tasks outside of clinic hours,” says Entrepreneur. While this sounds nice, what this means for the consumer is that AI is going to be reading your medical files. Then that same computer will be answering your medical questions. A computer that is looking for key words and will ignore anything that doesn't have those specific phrases, an AI that can misunderstand the human condition and dismiss patients with problems that could turn severe quickly, and, most importantly, a computer with no bedside manner and no medical degree will now be making healthcare choices for you. That's terrifying. 

There has already been a death with Amazon’s new system. A man was coughing up blood, experiencing shortness of breath, and his feet were turning blue. He was advised to purchase an inhaler. An INHALER. He was not advised to go to emergency care, and when he went later, he collapsed and died in the waiting room of an emergency center. What are the regulations and consequences for AI? What are the regulations of tech giants going into healthcare?

This takeover of multiple aspects of healthcare also takes the task of helping patients out of the hands of qualified professionals and puts them in the hands of call center employees. “So in the documents that were leaked to us, there's a doctor who wrote a note saying, I don't think these call center people even realize that they're triaging patients, which is not something that they're qualified to do,” says Caroline O’Donovan, Washington Post reporter. The people in the call center had the option to forward patients to a medical professional on the phone to talk out issues, but they decided to push them to make appointments days later, putting people's lives at risk. The calls are also no longer being handled by patients’ doctors or doctors’ offices, but by a call center that has no access to the patient’s health records or charts. There are 17 symptoms those call centers were looking out for; everything else was not “red flag symptoms.” I wonder how many red flag symptoms the new AI system has? Or, more pertinently, how few? 

There are 17 symptoms those call centers were looking out for; everything else was not “red flag symptoms.” I wonder how many red flag symptoms the new AI system has? Or, more pertinently, how few? 
— Grace Mintun
a white robot in a room of white shelves with items, with the arm reaching out to grab an item
Photo credit:  ZHENYU LUO  via Unsplash

AI will also be used to streamline “prescription processing [and] pricing,” according to Becker’s Healthcare. So now AI is controlling the pricing. Amazon says it’s to help pharmacies get more people access to their medications, while also being quicker and more effective. CVS and a whole slew of pharmacies used to do that. Then those CEOs cut back hours, fired pharmacists, understaffed their stores and overworked those who stayed. With the way that Amazon overworks their warehouse workers, who’s to say they won’t do the same with the pharmacies they want to place? Based on Amazon’s history and previous behavior, it seems like a very easy next step. Considering how often they get packages wrong, I’m terrified that Amazon now has access to medications. Also, they hope to have these pharmacies inside of larger same-day fulfillment sites “that feature robotic arms and other automation, overseen by a team of licensed pharmacists and pharmacy technicians,” Fierce Healthcare says.

At the risk of sounding like a conspiracy theorist, I pose the question: Why does Amazon want to go into healthcare in the first place? Well, simple. Money and your health data to feed its AI algorithms. “But HIPAA!” You cry. Well, HIPAA doesn't always stop bad things from happening. Top people at companies can be paid to think it's a risk worth taking. If IT teams can't sufficiently protect the data, it's up for grabs. Our data is already being used for who knows what from the devices in our home that listen for their names (Alexa, Echo), not to mention from what we buy, read, listen to, interact with ad-wise, and other avenues. Having access to our health data is just the logical next step for a conglomerate wanting to have access to all of our data.

But the thing is, it’s no longer a conspiracy. Data privacy involving Amazon and its jaunt into the healthcare industry have already caused lawsuits catching Amazon red-handed. A call center for Amazon One Medical already had a data breach in 2023. Time says, “Recent scandals revealed that Amazon uses the data collected for supposedly innocent reasons in ways that betray our trust. Amazon staff say there are no limits on how Amazon uses this data internally. According to Amazon’s former head of information security: ‘We have no idea where our fucking data is.’” 

And it’s already happening again, as of earlier this month according to the Washington State Standard: “Amazon faces a potential class-action lawsuit on accusations the company violated a groundbreaking Washington law meant to protect the privacy of consumer health data. It’s the first case of its kind. The complaint, filed in U.S. District Court in Seattle, alleges Amazon’s advertising network, embedded in various phone applications, harvested consumer data without consent. This data, including location information, is then used for targeted advertising, according to the lawsuit.”

Also, just because they may not be using the data they harvest from you now, doesn’t mean they won’t use it in the future. Wired says, “Sandra Wachter points out that while Amazon having access to your data may not pose a risk right at this moment, no one knows what will change down the road. Look, she says, at what happened to period-tracking apps when Roe v. Wade was overturned: What started out as a supposedly empowering way for women to take charge of their own health data turned into a risk that this data could be used to determine whether a person had terminated a pregnancy.” That set a dangerous precedent, one Amazon can easily exploit. Even though this article was published in 2022, all this means is that Amazon has had three years to get even more sensitive information, even if Amazon may have more updated policies now.

Since Amazon is looking into healthcare AND pharmaceuticals, the very narrow amount of places we had to choose from are getting uncomfortably tight. Amazon buying all of these different options just makes that noose of choices even tighter.
— Grace Mintun

Who's to say that Amazon won't buy health insurance in the future? That's just a conflict of interest based on the fact that they would control the patients records, messages between doctors and patients, pharmacies, the price of medications, the doctor’s offices that prescribe these things, and then the insurance who could approve or deny said medications and appointments. But it's possible. Since Amazon is looking into healthcare AND pharmaceuticals, the very narrow amount of places we had to choose from are getting uncomfortably tight. Amazon buying all of these different options just makes that noose of choices even tighter.

Amazon may be a “place to buy everything, A to Z,” but that’s not always a good thing. Especially when it’s your healthcare that could be at risk.

Written by: Grace Mintun

About the author description: Editorial department head, writer, and Twitch streamer dedicated to promoting kindness and breaking down stigma around mental health and disabilities!

Tags: AI, Amazon, Medical

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