Ben Keneally, BCG’s Asia Pacific health care services leader, explains why AI is now many patients’ first stop — often before they see a doctor. He argues that pairing AI with personal health records improves outcomes and equity, and that health leaders, not LLMs, must shape how this shift unfolds.

You’ll Learn:

Why AI is becoming the default first step in care, especially in markets with limited access to clinicians

How pairing AI with personal health records improves treatment compliance and catches errors earlier

Why driving AI into end-to-end care pathways takes leadership, not just frontline experimentation

Learn More:

BCG’s Latest Thinking on the Health Care Industry: https://on.bcg.com/4w2MmPt

Consumers Are Ready for AI-Enabled Health Care. Health Systems Need to Be, Too.: https://on.bcg.com/4vo2ZDX

Chapters

(0:00) The Biggest Health Care Shift in Centuries

(1:47) How Is AI Being Used in Health Care Today?

(2:23) Where Is AI Adoption Highest, and What Does That Tell Us?

(3:29) Does AI Create a Two-Tier Health System?

(4:55) What's Next for AI Agents?

(6:51) Where Are the Biggest Opportunities: Diagnosis, Navigation, or Appointments?

(8:13) The Health Care System AI Could Build

(9:56) Does Your Health System Need Its Own AI?

(11:36) The Danger of Inaccurate Health Advice

(12:53) What Role Does Trust Play?

(13:52) How Are Health Care Organizations Shaping This Shift Today?

(14:47) AI Alone Won't Transform Health Care

(15:49) Who Is Responsible When AI Gets Health Care Wrong?

(17:22) Who Owns the Patient Relationship?

(18:29) Is the Shift to AI in Health Care Inevitable?

(19:49) Is It AI Plus Clinicians or AI Replacing Clinicians?

Meet the Expert

Ben Keneally, BCG Managing Director & Partner: https://on.bcg.com/4woTTbc

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LLM or MD: Who Owns the Patient Journey?

The So What from BCG

LLM or MD: Who Owns the Patient Journey?