The Launch of PatientGPT

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1:17JPMorgan Chase Bank N.A. Member FDIC. Copyright 2026. JPMorgan Chase and Company. Bloomberg Audio Studios. Podcasts. Radio. News. You're listening to Bloomberg Business Week with Carol Masser and Tim Stenevek on Bloomberg Radio. The rise in AI in health care. How about how increasingly before we're booking doctor's appointments, we're checking with Dr. ChatGPT. Yeah, I mean, listen, it's safe to say you get some kind of diagnosis or you have you feeling a certain way. You're out there Googling Dr. Google, but you're also using AI to kind of get an understanding of what's going on. And this is increasingly, we're going to probably see this play a role in health care.

2:01Yeah, I think the question a lot of providers are grappling with is how to integrate that technology into their health systems. And that's where the partnership between our next two guests comes in. We've got joining us on set Alan Block, co-founder and CEO of KHealth. He's here in the Bloomberg Interactive Brokers Studio. Also with us, Jeffrey Flacks, president and CEO of the Hartford HealthCare, of Hartford HealthCare, I should say. He joins us from Hartford, Connecticut. Hartford HealthCare cares for more than 27 ,000 people each and every day. It's got more than 500 locations in the state of Connecticut.

2:32It's good to have you both with us. Jeffrey, I want to start with you. And I think, you know, because, or excuse me, Alan, I want to start with you. I think a lot of people get, they kind of think about like, okay, what is the right platform that I'm supposed to use in this increasingly AI world to understand what is going on with my symptoms? What is going on with my body? This is something that you and the team at KHealth have been thinking about for a lot longer than I think we've been playing with chat GPT. What's the right answer to that? The right answer is that we have to embrace AI for healthcare and as part of the clinical care team.

3:10It's been a long time coming because, as we all know, healthcare has a lot of issues around access, around cost, around quality. People are clamoring to ask a lot of questions and get answers to the issues, whether they're mundane issues, whether they're symptoms, whether they're labs. We've all seen a situation where you get your lab results from the doctor and your cholesterol is high, your vitamins D is low, and now you're waiting to speak to the office. You get those results before the doctor calls you with those results. You get the lab in your app. I always look at the levels that I'm Googling, and I'm checking it out.

3:42Or you just do a screenshot and throw it in AI. Exactly. But that's kind of a triage dead end, right? Because you're coming there, and you're asking questions. And look, LLMs are wonderful, but they also tend to hallucinate sometimes. It's sometimes wrong, but very confident. And medicine is complex. So what we're announcing together with Hartford HealthCare is the ability to take all the wonderful capabilities you have with the chat GPT or Gemini or LLM. But we built it, we grounded it on your medical record, on your insurance, and it's part of a health system. So it's not a free-for-all, come in, test it out, great, maybe it's helpful, maybe it's not.

4:20And in the end, what do you get? You get some kind of summary for a doctor. It is the ability to connect it into the visit. So you can come in, you can ask your question, that same lab question, or my head hurts or my rash. Take a picture, whatever you need to do. Have a conversation, but it becomes a medical conversation grounded by our capabilities. We built a system that's data-driven, that's already been used by millions of patients in the U.S., including at Hartford HealthCare and Mayo Clinic and Cedars-Sinai and Mass General, and it's all connected. So now you can ask a question, but let's say now your labs are off, your vitamin D is off.

4:54What do you do? Well, maybe you need just information, but maybe you also want medical advice. You can book an appointment there and then. It's all connected. Jeff, come on into the conversation. Good to have you here. Of course, Jeffrey Flacks, President and CEO of Hartford HealthCare. You guys,$7 billion enterprise, caring for more than 27 ,000 people daily. Your team shared that with us. What were you looking for as we all try to still figure out how AI fits into the puzzle? Yeah, thank you. Tim and Carol, thank you for having me as part of your show today. Look, historically, health care has been fragmented.

5:28Information is inconsistent and variable. health care is largely transactional. And it really, it must be better. It ought to be better. And we're trying to solve for this, right? We have a mandate to make health care better. And what I'm so excited about is, as Alon was describing, what we're creating today, what we're working to build is a system that is both seamless and coordinated, and that it moves health care from being a transaction to being relational and removing that fragmentation. So what's so beautiful about what we're creating is now when a consumer, effectively, our patient, a person enters this system, it's embedded within their electronic health record.

6:12So it has their personal information, their data, and it's protected. And that data and the information that they're searching for is in coordination with their providers. And when they need, should they need that next level of care, it seamlessly makes those appointments for them. And it does it, you know, through AI level support. So it's truly both integrated and easy to operate and convenient. So, you know, I really do see this. What we're working to do is create a true breakthrough to make healthcare more consumer centric. And my understanding, you guys are to some extent, I think in the testing phase at this point, but I want to bring Alon back into this conversation because I think one of the things we are increasingly hearing is kind of where AI is going and that, you know, potentially we could have vertical data sets.

6:58So the data isn't everything that's on the LLM, but it's very specific to a certain industry or category so that you don't have hallucinating going on, that it's a really kind of smart-er database. Is that kind of where things are going or is this part of how you guys are thinking about it? Absolutely. This is a vertical offering. It is. That is context That's aware. That means it knows that you're a patient of heart rate or health care. Right. It knows, say, that you have hypertension or diabetes. It knows that you had a doctor visit or a cardiologist visit a month ago and can take that all into account.

7:33It's not trying to answer all the questions about the world just around your health. Broadly speaking, you might have questions about prevention. You might have questions about lifestyle and family history. But it's verticalized. What if you see doctors, though, in a different health system? Yeah. And I think it's fair to say, like, I can only think, I can only contextually think about the New York environment here. But, you know, I have doctors at Weill Cornell, NYU, One Medical. Multiple apps. And those are all, those are all like Epic Systems, right? Or two of the three are probably run by Epic Systems.

8:03But those don't all talk to each other. Like, I have to tell the One Medical Doctor about what I did at Weill Cornell. I'm going to try and fix the world problems one at a time. Okay. But I'm just going to say that's the advantage of a system like Hartford Healthcare. Yeah. Because let's start there, first of all. It's the largest system in Connecticut, and Jeff can talk about the system, but you can provide a full-blown menu from urgent care and primary care online and in person all the way to specialty and surgery. So I think one of the disadvantages is being fragmented. Your data is fragmented.

8:35Yes, there might be some solutions, and sometimes they integrate, but you really want your medical record to be in front of a doctor, and you want the intelligence and the eye to be part of that care team and helping part of that. So actually, that's a great case study. You should not be spread across three systems. You should be in one. So Jeff, I mean, is that the end game? Like how are you are comfortable with ultimately is that what we need? One big system that kind of serves people. We talk about this having kind of a health care dossier where it's just everything is in one place. Any doctor, any health care facility you go to can access.

9:08How do you think about that as a health care provider? Yeah, look, the challenge today in health care, right? Health care is not as accessible as it needs to be and must be. It takes too long to see a provider, too long to work through a suspicion of a concern to a confirmed diagnosis. We have to do it better, and we have the capability today to do it much differently and make these improvements. Secondly, issues around affordability. We have to be able to ensure that people are getting the best and highest quality and safest care, but doing it through an organized, coordinated process that makes health care being done at the most affordable and best location.

9:47And third, around quality and safety. We have to be able to measure quality and safety. We have to demonstrate outcomes and be able to demonstrate that we can do better. I want to come back in a second, Alon. But, Jeff, one thing I think it would be fair to say, just having conversations in our newsroom about medical care, is that people want access to doctors and they want more time with their doctors. And I think that is a problem. How does that help get to that? Yeah, well, first of all, this is what it's all about. So we have, with K-Health, we have 24-7 care. So we will see, we've seen 50 ,000 people now since last April who at any point in time can schedule care or they can get immediate care.

10:27We have 50 urgent care centers. We are in Walgreens pharmacies. We partner with Amazon One Medical. We're in airports through on-med kiosk systems. So a health system needs to create a thousand front doors, but they need to be coordinated through one electronic health record organized around the patient. So inverting the health system to be organized around the patient. And that's what's exciting about what we're creating with this product, because it's embedded in the electronic health record and its tentacles reach into every one of those access points. So access is king in terms of getting people, meeting them where they want to be met, and getting them the level of care that they ask for in need.

11:11Elon, I know you wanted to come back in. Yeah, look, I think two really, really important things. People want to use AI, but they want to use it in a trusted environment. Hartford HealthCare launched it after a series of studies that they did that they're putting out publicly and putting it out for the whole world to see. And that's complete different from just coming in and, hey, I tried something, I don't know if it's right or wrong. So the fact that Hartford HealthCare are putting their stamp on approval on technology that we built and they helped us design is, I think, is a game changer. And this is that oil and water that doesn't exist today.

11:44The other really, really important thing that you said, you said people want more time with their doctor. The problem is the doctor is spending all their time collecting information, pulling out your medical record, because easily could that take 20 minutes, and then writing summaries. We do all that stuff in the back end, and we provide the doctor a lot of insights around their triage, the potential diagnosis and treatment. So now the doctor can focus on the patient and still see more patients, because a lot of people underestimate how much work there is before and after the visit. And this is a lot of that.

12:13That's core to health care as well. So when you come in, you want the doctor ready to be educated about you, take into account. They might not remember you. Maybe they haven't seen you in a while. Maybe a lot of things happen. So that ability to take that and distill that, because medicine is complicated. Not everything's a sore throat, you know? Well, and to be fair, like people can have the same diagnosis, yet it's different for each patient. So how do we make sure that the AI or the system is picking up those nuances that are important for a doctor to have or know? That's a critical question, and this is why trust matters so much.

12:47and that's what we built. This is based on hundreds of millions of medical charts that we've read. We've been training this for eight years. Jeff mentioned we went live with Hartford. It's seen 50 ,000 patients. Our AI is already working, seeing patients, and he's part of the care team now. So it's no longer a separate world. So now you're in a world where a doctor is much more efficient but can have a much more higher quality visit. They're spending time with the patient. They serve enough information. Maybe there's drug-to-drug interactions they need to take into account. Maybe something's not quite right with this patient.

13:18Maybe this kind of migraine or this manifestation of a headache is behaving different from a normal migraine. All this stuff needs to be teased out. And, of course, the doctor in the end needs to make the diagnosis and treatment decision. And that's incredibly powerful. Like you're giving these doctors AI superpowers in a way that they couldn't do it before. This partnership along with Harvard Health Care, how big is it in terms of the other partnerships that you have? and also the idea of you having your sort of own consumer-facing business, but also being integrated into other health systems.

13:51How does that relationship work? So first of all, we've moved to focus entirely on the health system. So you're not doing consumer-facing anymore, but we could still use or see your product maybe in like the Sydney app for Anthem, for example. Yeah, but we moved to focus entirely on health systems. We were in Sydney app. There was an evolution. Look, I couldn't come to Mayo Clinic or Hartford HealthCare and knock on the door and say, hey, here's an algorithm and here's a doctor. I needed to have the credibility and prove this out. So it took many years to build. It's not a one-year exercise. But we now have six major partners.

14:23And this is what you're exclusively focused on? Exclusively focused. And we're adding now about a partnership amount. So this is now growing really quickly because people realize that they had the absolute need for access and for this ability to add AI into the team. How do you make sure Claude or Anthropic doesn't come after this part of your business? Well. How do you protect it? First of all, I think we live in their world, right? So they're going to be around. I'm sure we'll be great partners down the road. We have conversations with a lot of the big platforms. But they're focused on a lot of general purposings.

14:56Maybe they're focused more on coding as well. But we are not here to just give you generic health information. We are here to help you with anything around health and lifestyle that's tied to a clinical need. where Harvard Healthcare, in the case of Connecticut, can solve your issue. Again, move you around. You might need to move from information to a visit to a lab to a test. You might need the world's foremost oncologist. So people need – that is what we focus on. And trust me, that's not an easy – even if you've got billions of dollars, it's not easy to go and build it, and you need the right partners.

15:29Jeff, save 30 seconds for you. Do healthcare professionals like it? Do doctors like it? Do nurses like this system so far? Just quickly. They do. And the reason they do is that it's coordinated, right? So it's not separate. It's integrated and it makes healthcare better. And it's organized around the specific patient, the specific patient's information, and then the information is exchanged and provided directly back to the provider. So it's a closed loop process. And my point, my final point, it's about a relationship with this patient, not just a singular transaction. Interesting stuff, guys.

16:00Stay in touch and let us know how it's going. Jeff Blacks, President and CEO at Hartford HealthCare, joining us from Hartford, Connecticut, and right here in studio, Ilan Block. He is co-founder and CEO of KHealth. Gentlemen, thank you so much. Really appreciate it. Look forward to hearing more. If you follow markets, you know the value of long-term thinking. You plan, you diversify, you prepare for volatility. But even the best strategies can't prevent every bad day. For more than 75 years, Cincinnati Insurance has helped individuals and businesses navigate tough moments with expertise, personal attention, and independent agents who focus on relationships, not transactions.

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