Previously, the assistant was only available through One Medical, the primary care provider Amazon acquired for $3.9 billion in 2023.

With the expansion, customers can now access Health AI through the Amazon platform without needing to be Prime subscribers or One Medical members.

Health AI is designed to answer general health questions, explain medical records, help manage prescription renewals and schedule appointments. The tool can also connect users to healthcare professionals when medical attention is required.

According to Amazon, the AI assistant can respond to general health queries even without access to personal medical information.

However, with a user’s permission, the system can retrieve health data through the Health Information Exchange, a nationwide network that securely shares patient medical records.

This allows Health AI to interpret lab results, diagnoses and other medical records to provide more personalised responses about symptoms or medications.

Users can interact with the assistant by typing questions on Amazon’s website or in the app. For example, they may ask the system to explain cholesterol test results or seek advice on symptoms such as congestion or sore throat.

The company said all interactions with Health AI take place in a HIPAA-compliant environment, with conversations protected by encryption and strict access controls. Amazon added that its AI models are trained using abstracted patterns rather than identifiable patient data.

For instance, if many users ask about medication interactions, the company may analyse those patterns to improve responses while keeping personal information private.

Still, researchers have pointed to the risk of sharing sensitive health information with AI systems, warning that some companies use user conversations to train their models.

Health AI can also connect users with providers at One Medical if professional care is needed. In the United States, Prime members using the service are eligible for up to five free direct-message consultations with a One Medical provider for more than 30 common conditions such as cold and flu, allergies, acid reflux and urinary tract infections. Non-Prime users can still consult providers through Amazon’s pay-per-visit option.

The expansion comes as several artificial intelligence companies move further into healthcare. OpenAI recently introduced a health-focused version of ChatGPT designed to answer medical questions, while Anthropic launched a healthcare-oriented version of its Claude chatbot.

Amazon Pharmacy adds caregiver support and expands PillPack access

Alongside the Health AI rollout, Amazon also announced two updates to Amazon Pharmacy aimed at simplifying how customers manage medications.

The first update introduces a caregiver feature that allows trusted individuals to manage prescriptions for family members or loved ones through their own Amazon Pharmacy accounts. Once verified, caregivers can place orders, manage medications and track deliveries on behalf of the patient.

Amazon said the feature addresses a growing need for support among caregivers. Data from AARP shows that about one in five adults in the United States, around 53 million people, care for an ageing family member, usually spending lots of time coordinating healthcare and medications.

Through the new feature, customers can invite caregivers by sending a secure SMS link from their Amazon Pharmacy account. After confirming details such as the patient’s date of birth, caregivers can begin managing prescriptions online.

The company also expanded access to PillPack from Amazon Pharmacy, a service that delivers medications in pre-sorted packets organised by date and time. The system is designed for patients who take multiple prescriptions daily, helping them avoid managing several pill bottles.

With the update, more than 50 million beneficiaries of Medicare Part D can now use their insurance to access the PillPack service. Customers enrolled in the program receive monthly deliveries of personalised medication packets and can track shipments through the Amazon app.

Amazon Pharmacy accepts most insurance plans, including Medicare Part D nationwide and Medicaid in selected states. The company also offers additional discounts and delivery benefits for Prime members, including free same-day medication delivery in some U.S. cities.

Initially launched in January 2023 for US Prime members, RxPass allows users to access 60 generic medications for just $5 a month. The subscription includes 24/7 access to pharmacists and free home delivery. 

With the latest expansion, more than 50 million people on Medicare can now benefit from this service.

John Love, Vice President of Amazon Pharmacy, highlighted that RxPass could potentially reduce Medicare spending by nearly $2 billion annually. 

This reduction comes from the lower cost of medications and improved adherence to prescribed treatments, as more people can afford and regularly receive their medications.

For Medicare beneficiaries, the savings can be huge. Those who take at least one medication through RxPass might save about $70 annually, and those who take two or more medications could save even more. 

This initiative is particularly beneficial as US Medicare spending continues to rise, projected to have surpassed $1 trillion in 2023.

Amazon’s pharmacy service, launched in 2020, is part of its recent efforts to disrupt the traditional pharmacy market dominated by chains like CVS and Walgreens.

With transparent pricing, additional savings programs, and convenient delivery, Amazon aims to improve health outcomes and provide a more modern pharmacy experience.

“Programs like RxPass help reduce cost while increasing convenience for caregivers, and customers of all ages, which is shown to improve medication adherence and support better health outcomes,” Love said.

In addition to RxPass, Amazon Pharmacy offers other savings programs for Prime members, including discounts of up to 80% on generics and 40% on brand-name drugs. 

“For too long, pharmacy has been a one-size-fits-all option,” said Love. “Amazon is building a modern pharmacy tailored to today’s customer; we’re focused on creating new savings, value, and convenience that meets customers where they are. Our pharmacy is designed to make it easier to manage medications so customers can focus less on care, and more on what they love.”