Mass General Brigham AI chatbot logs 14,524 virtual appointments
Updated
Updated · The Boston Globe · May 9
Mass General Brigham AI chatbot logs 14,524 virtual appointments
14 articles · Updated · The Boston Globe · May 9
In eight months since September, the rebranded 24/7 Virtual Care service has linked patients to telehealth physicians in as little as 30 minutes.
Mass General Brigham expanded the K Health-backed platform in February to urgent virtual care, including for patients whose own doctor is unavailable or offices are closed.
The rollout comes as the system says more than 30,000 patients lack a primary care provider, while some doctors argue better pay and conditions, not chatbot tools, are needed.
As AI telehealth saves hospitals money, what is the hidden cost to patient care quality?
When a hospital's own research shows AI fails at clinical reasoning, why is it expanding its use?
Can AI-Powered 24/7 Virtual Care Solve Massachusetts’ Primary Care Shortage? The Mass General Brigham Experience
Overview
Mass General Brigham launched its 24/7 Virtual Care platform in May 2026, offering patients immediate access to medical consultations and a convenient alternative to in-person visits. The platform proved effective when Magdala Estephan, feeling too unwell to see her primary care doctor, used the service for her persistent cough and body aches. She was able to have a telehealth appointment with a doctor just one hour after accessing the platform, demonstrating the system’s ability to deliver timely care. This case highlights how virtual care can bridge gaps in healthcare access, especially for those unable to attend traditional appointments.