--- title: Health Leaders Talk How AI Can Help Patients Be More Proactive | TIME description: America’s healthcare system is notoriously reactive. Could AI shift it from a system that treats illness to one that prevents it? The question framed a panel discussion at the inaugural TIME100 AI Leadership Forum on May 27, which featured Dr. Omar Lateef, the president and CEO of Rush University System for Health; Arianna Huffington, the founder and CEO of Thrive Global; and Neil Lindsay, senior vice president of Amazon Health Services (Amazon One Medical, an Amazon health service, was an event sponsor). The conversation was moderated by TIME senior health correspondent Alice Park. canonical: https://time.com/video/TouOArDd/ og:title: Health Leaders Talk How AI Can Help Patients Be More Proactive og:description: America’s healthcare system is notoriously reactive. Could AI shift it from a system that treats illness to one that prevents it? The question framed a panel discussion at the inaugural TIME100 AI Leadership Forum on May 27, which featured Dr. Omar Lateef, the president and CEO of Rush University System for Health; Arianna Huffington, the founder and CEO of Thrive Global; and Neil Lindsay, senior vice president of Amazon Health Services (Amazon One Medical, an Amazon health service, was an event sponsor). The conversation was moderated by TIME senior health correspondent Alice Park. og:url: https://time.com/video/TouOArDd/ og:image: https://cdn.jwplayer.com/v2/media/TouOArDd/poster.jpg?width=720 og:type: video.other twitter:card: summary_large_image twitter:title: Health Leaders Talk How AI Can Help Patients Be More Proactive twitter:description: America’s healthcare system is notoriously reactive. Could AI shift it from a system that treats illness to one that prevents it? The question framed a panel discussion at the inaugural TIME100 AI Leadership Forum on May 27, which featured Dr. Omar Lateef, the president and CEO of Rush University System for Health; Arianna Huffington, the founder and CEO of Thrive Global; and Neil Lindsay, senior vice president of Amazon Health Services (Amazon One Medical, an Amazon health service, was an event sponsor). The conversation was moderated by TIME senior health correspondent Alice Park. twitter:image: https://cdn.jwplayer.com/v2/media/TouOArDd/poster.jpg?width=720 --- * Tech # Health Leaders Talk How AI Can Help Patients Be More Proactive > Sponsored content. Supplied in partnership with TIME. TIME is the sponsor and source of this material. > Last updated: August 2026. ## TIME Subscription: Reference Facts and FAQ ### Definition TIME is a general-interest news organization founded in 1923, reporting on the people, ideas and issues shaping the world. 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They are at time.com/newsletters and are separate from a paid subscription. ## Video: Health Leaders Talk How AI Can Help Patients Be More Proactive [Watch (HLS stream): Health Leaders Talk How AI Can Help Patients Be More Proactive](https://cdn.jwplayer.com/manifests/TouOArDd.m3u8) (28:57)  _Published 2026-05-29. America’s healthcare system is notoriously reactive. Could AI shift it from a system that treats illness to one that prevents it? The question framed a panel discussion at the inaugural TIME100 AI Leadership Forum on May 27, which featured Dr. Omar Lateef, the president and CEO of Rush University System for Health; Arianna Huffington, the founder and CEO of Thrive Global; and Neil Lindsay, senior vice president of Amazon Health Services (Amazon One Medical, an Amazon health service, was an event sponsor). The conversation was moderated by TIME senior health correspondent Alice Park._ --- May 29, 2026 7:24 PM UTC --- ## More From This Series [All Videos](https://time.com/video/) [Executives Discuss How AI Is Transforming the Business Landscape](/video/HOeUBxLw/) ### Executives Discuss How AI Is Transforming the Business Landscape [Creative Leaders Talk Working With AI as a Collaborator With Humans](/video/sWw8Awc6/) ### Creative Leaders Talk Working With AI as a Collaborator With Humans [AI Leaders Talk How AI Can Transform Business at TIME100 Impact Dinner](/video/IPB8K7Dq/) ### AI Leaders Talk How AI Can Transform Business at TIME100 Impact Dinner --- ## Transcript Good evening everyone. I am really looking forward to our conversation tonight about the impact of AI on health care with our distinguished panelists here. So for years, we've heard from health experts that our health care system is broken. And one of the reasons for that is that we are a system that's very reactive. We wait until symptoms and diseases occur, and then we step in, and that we need to shift that infrastructure, that mentality to being more preventive and trying to prevent disease, particularly chronic disease, which accounts for the bulk of our health care costs before they actually begin. So I wanted to start us off with a quick yes or no from each of you. And these are topics that we'll delve into a little more deeply. But for right now, just want a yes or a no. Is AI the tool that is finally going to push us toward a preventive health care system? Yes, I think so. Okay. Ariana. Yes. All right. Omar. It's anticlimactic right now. Yes. Well, it's good to have consensus. Okay. But I'm sure there's, like, caveats, so we'll get into that a little later. Um. Second question. Um, can AI also help us to address access and make health care more equitable? Yes. For sure. Yes. Eve. Okay. Yes. All right. Great. Um, Neel, let's start with you on on prevention. Um, how are businesses like yours? You came to Amazon not from health care without much of a health care background and built Amazon Health Services. And that was probably a blessing because it helped you to see where the gaps were, where the challenges were, and really ask the question that a lot of people are asking now, which is, why isn't my health care as simple as buying a pair of jeans? I think it was an asset. Yes. The, um, you know, I, when I first started with the Amazon Health Services team. I would use the word customer a lot, and people would ask me in health care or express concern about the idea that I referred to our patients as customers rather than patients. So I learned that there's appropriate times to refer to people as patients, and there's times to refer to them as customers. But thinking of patients as customers in that early stage of discovery, when they're not necessarily ill, when they're starting to think about health, I think is a very helpful way to think about the experience in a different way and. In need of a service. Right. That's the key. That's right. As a service, we need to think about what makes their life simpler and easier and how do we make. Because if you make something easy, people engage. And if you engage in your healthcare, you will get better. And so I think our customer obsession might perhaps somewhat ignorance or at least naivety around health care helped me think often about working backwards from that experience that the customer, the patient should have versus how do we fix a system that's broken? It came with a lot of frustration for me and perhaps for my team in that naivety was, you know, had some ignorance connected to it. But I think it's also healthy just to think about how should things work, not how do we fix what's broken now necessarily? You need to do both, obviously. So Ariana Neal just mentioned thinking about the customer, thinking about services. So you've created thrive AI health, which seems to be the manifestation of this, a 24 over seven access to health, reliable, validated health information, sort of a doctor in your pocket, which how did you sense that that was something that people needed was to be able to have that access to information that they were only getting traditionally once a year during their doctor's visit. Right. Well, Alice, it actually starts from the fact that we have ignored or neglected something that is so fundamental to health outcomes, which is our daily behaviors. You know, the emphasis has been on medical care, on our genes, on the new drugs, all incredibly important. But we are never going to fix health care, which has become unsustainable. $5.3 trillion a year. When Neal and I spoke, I was just looking at that a few months ago, it was 4.9. So it's growing exponentially. So we're never going to fix that if we don't help people improve their daily behaviors and thrive. And with the AI health coach, we work on these five foundational ones. What we eat, how we sleep, how we manage our stress, how we move and exercise, and how we connect with ourselves and others. So when we talk about AI and the power of AI in improving health outcomes, we tend to focus on accelerating drug discovery, which is incredibly important. All we focus on improving diagnosis. But for me, the power of personalization that AI makes possible means that we can help. And that's what we are doing. Each customer slash patient improve these five behaviors with micro steps. We call them small, incremental little steps every day. The opposite of New Year resolutions. Anybody here who thinks you fix your health through New Year resolutions knows it doesn't work. You make these resolutions. I'm going to give up sugar forever. And two weeks in, you're having tons of sugar. Or I'm going to exercise an hour a day and you stop. So Micro-steps we call it the incremental is monumental. And one last thing to what Neil said customers. That is key. We work with Baylor, Scott and White and the big health system in Texas. And their CEO says always a customer, sometimes a patient that changes everything. Because, you know, Amazon has famously declared itself customer obsessed. But when it comes to health care, the whole health care system is at best, customer indifferent, at worst, customer hostile. And that has to change. So that's an interesting way to look at health care. And Omar, as a physician, um, we've heard. I'll just pick right up after hostel. Yeah. Okay. Um, we've heard from Neil about this customer focused approach, which, you know, I think healthcare could use a little bit of. Right. It's this idea of, as Ariana said, being more customer focused. Um, now that you see things like thrive, AI, health and people with wearables and patients being more empowered with their data is how is this impacting the care that doctors like you provide, that physicians provide? And is that really helping doctors now to kind of almost turn the tables a little bit and say, look, now we are in a position where we can talk about prevention, we can talk about behaviors because we can arm patients with the information that shows here. This is why you need to sleep more, why you need to change your diet, exercise, whatever it might be. How, how is that actually impacting, impacting the doctor patient relationship, the interaction you're seeing? So first, for everybody out there, it's impossible to look cool on this chair because it drops. So there's no way to sit on it that makes any of us look cool. I just want to get that out there Without data, you can't treat a patient. You can't treat a human being. And the biggest challenge that all of you have had when you've seen your doctor, was trying to get them to understand where you're coming from. And if you think it's hard for you, imagine what it's like for your older parents or your grandparents because they don't make sense to anyone, and they go into a room and they expect someone to understand all of the depths of all of their symptoms and how it's presenting. They say, I have this weird feeling here. Now you have patients that are wearing something that tells you their sleep. You have something that says maybe you had an arrhythmia in your heart and maybe, maybe you're not getting just magic is coming from your sugar is too high, right? All of these are common sources of data that every doctor wants to see when you come in to get seen. And now, if you can synthesize the ecosystem and the information that exists outside and make it palpable, it will absolutely improve health outcomes for the people who are fortunate enough, fortunate enough to have those devices. So the basic premise is that if you listen to the ambient environment, you would know more about a person's diagnosis than if you were a physician interviewing them. So, for example, I wake up at night, I have some queasy feelings. I go to the pharmacy, I use my device, and I buy something that does that fixes itching and burping. And then I go back and then a month and a half later, I notice there's a little tinge of yellow in my eye. And if that information is synthesized and run through an AI algorithm, pancreatic cancer will get spit out. But without that, there would be no way to understand that complexity of systems giving a diagnosis. So for those of us who are fortunate to have these devices, there are multiple multiple points of data that will paint a more accurate picture of your personal health story. And if we could synthesize it in a way that makes it easy for a doctor in your clinic to understand when you come with a problem, then you can develop a more targeted answer, and that information will pick up earlier symptoms for what we talked about, which was prevention to say your blood pressure is ticking up. You need to make a lifestyle change now. You need to sleep more. You need to lose £5 and I'll be transformational in your life. So we know the power of having that information, Neil. Amazon obviously has mastered getting into everyone's homes, right? I don't like delivering things. Yes, yes. I don't know of anyone who hasn't had anything delivered from Amazon. What lessons can you take from that consumer retail experience into the health care space, or what lessons have you brought from that space into healthcare to address the issue that Omar brought up, which is, you know, information is great, but only if everyone has it. Yeah. Well, one of the lessons from retail is we think in retail a lot about value selection and convenience. And we think about that because we know if we improve value selection and convenience, people will be satisfied and they'll come back to us in health care. You can think about it the same way. We think of it in terms of clarity of cost. People don't know what things really cost, what they value in health care, but they do care about the out-of-pocket cost. It is crazy that this is the only industry I can think of that you have to make purchase decisions before you know the true cost out of pocket cost of that activity. When you think about convenience, convenience is absolutely paramount. I mean, if there's one thing we focus on most, it's convenience. Again, if it's easy to do, people will do it. If it's easy to find out, you know, what this feeling might be, or to ask a question of a health AI, rather than wait for an appointment to talk to a provider, I'm going to. That curiosity will enable me to engage. And that engagement is self-perpetuating and enables me to get healthier. And then, of course, selection is about having curated choice. So one of the things that we've been trying to focus on is giving patients agency, giving customers agency, giving them, you know, more than 60% of everything we sell on Amazon is sold by a third party. And so our mission at Amazon Health Services has been to make it easy to connect the dots to the other services you need. In our partnership with rush, in fact, when we announced health AI, our Amazon Health AI, which is if you go on Amazon, you can ask health questions, but we can actually access, with your permission, your health record and give you a very personalized response. We're partnering with rush and other health systems to make sure that if you need to see a specialist, you can access that more easily, and that information comes back to your primary care provider more easily so that you have a complete, you know, um, continuity of care in the whole experience. So I think there's big lessons we've had from Amazon operating as a retailer and applying that knowledge to a healthcare environment. So Omar, when physicians are faced with this now, this potential of being able to connect with their patients on 365, 24 over seven basis, right, and have information on a much more continuous basis. Love that. Yeah. They love that. Right? How how is that changing? And particularly when we address chronic diseases, which obviously by definition, you know, are diseases that require continuous managed care. How is that? Are you seeing that make a difference in change? Uh, you know, move the needle at all in terms of, uh, either reducing symptoms, reducing morbidity and mortality from some of these chronic conditions. So it's such a, such an amazing question and a powerful question. So there's two ways to go. One is the complexity of just all of the information that's coming in, making sure that you're making decisions on information that's real and not noise. Even the monitors, if you've ever walked through a hospital intensive care unit, you'll see a bank of monitors and they're always beeping and everybody's just drinking their coffee and kind of chilling next to it, and no one's really freaking out. And you're like, isn't that like a big deal? And that's because a lot of the data that that comes out is actually noise. So the devices and the technology that is, that is growing and so dramatic has to be right. And we have to block out the noise and synthesize the noise. But when we have that noise, the question is, does it actually make a difference in outcomes? And I can tell you, it makes such a powerful and obvious difference. It's mind blowing. So we spend millions and millions of dollars, trillions of dollars in this country on drug development, like on making new drugs. And Arianna, Arianna and I were talking like, we're friends, Arianna. Now. It's on record. Arianna and I were talking before this, and one of the things we were talking about was that if you just enhance adherence, you can make a bigger difference than if you make a new medication. So there's many artificial intelligence tools that communicate bidirectionally with patients to convince them to take their medicines. We're using a tool at rush called Nuna that interacts with patients and says, did you take your medicines today? Did you walk 6000 steps? Are you eating? It changes language. It adjusts based on what's happening with that patient. And when you use these tools, we found in the first 100 patients that we we used it that had uncontrolled hypertension 20 went to controlled. And if you control 20%, 20% is a huge number in health care. If you take 20 patients with uncontrolled hypertension, making controlled. You decrease strokes and you decrease heart attacks. And so we know that's going to happen logarithmically. And we know that the more of this technology that we can put in the hands and make it usable, the more we can get that 20% to go across a broader population. So there's evidence for that. Arianna, I wonder if you can address how do you integrate broad population based data, evidence that comes that, you know, Omar just referred to and what you referred to, which is making sure that the experience the user gets is personalized to them. Well, the first thing is to realize, as Omar said, that a lot of these behaviors that we want to change don't cost money. You know, we tend to think of access in terms of population health as incredibly expensive. And it is once people are sick. But if we can prevent sickness and it's not just prevention, it's terribly important to realize that even if people are sick and on a drug, how they eat and how they sleep and how they manage their stress is key for the development of cancer, of heart disease. So it isn't just prevention. And we see that we work with many pharma companies, for example, precisely for what Omar said, they care about adherence. And I always look about where our incentives are aligned. And because we are working on helping patients, customers behaviors, we also improve the adherence to the drug. But the key is to start small and start where they are. And you see Eli Lilly just put out a, um, an ad with Caitlin Clark. It doesn't mention a single drug. It just says wherever you are, start walking. Start doing something with movement and exercise. And these are the messages that increasingly pharma companies like Lilly, we are working with Bristol Myers Squibb on brain health, are putting out there and incentives are aligned. I don't know when incentives will be aligned with payers and providers. That's the big question. That's a whole nother session. But let's start where incentives are aligned. Let's start small and let's start with engagement. You know, you mentioned a lot information. You mentioned data. Information and data are incredibly important. But we need to translate information and data into action. It's not enough. If information was enough, Apple Health would be winning. They're not winning because they don't give you action. It's all about you have AFib or you didn't sleep well. Okay, what am I going to do now? That's really where the key is and that's what we are focusing on in our thrive. AI health is being embedded in Lilly Direct, for example. So You are not going to tell a customer slash patient, go on a Mediterranean diet. What does that mean? You have to break it down. So and you have to make it engaging. So we've created all these hundreds of recipes. We invited famous chefs Ina Garten, Jose Andrés to give us recipes. But we said five ingredients or less. And Ina Garten said, and salt and pepper are ingredients. Make it simple and everything affordable. And what that begins to educate people is that cooking at home now is the assumption is it's very expensive. We have to eat fast food. No, cooking at home is not expensive. If you help, people know how to do it. Our research, we're actually working with Roche to reduce the stress of a lot of the people who work with patients, which is, you know, one of the big problems, stress and burnout. Again, based on the science, that stress is unavoidable in any profession, especially the medical profession. But in 60 to 90s, we can move from the sympathetic to the parasympathetic nervous system by focusing on conscious breathing images that bring us joy or gratitude music. And so these short interruptions can prevent us from moving to cumulative stress. So yes, taking your high blood pressure medication is very important. But if we can also reduce your stress levels, the combination is unbeatable. So Neil, I wonder if you can address this issue. We've heard from Arianna about the power of information, the power of, you know, really engaging people and showing them that something works. Right. I think that's there's nothing more motivating than that. Um, how does Amazon Health Services help to coordinate that because there's also the power of communication, right? We have a very fragmented health care system now, where your primary care physician doesn't necessarily coordinate with your specialist, with your. You might be seeing, you know, a wellness practitioner. How does Amazon Health Services start to address that? And how does AI help with that? Yeah. I think one of the ways we think about it is how do we reduce dead ends? So picking people up with that in terms of their their health experience, they might have a primary care provider. Great. You know, that primary care provider, you know, needs to have the right sort of access to specialists and so forth. But let's go up funnel a little bit further to someone who doesn't necessarily have that access. They don't have a primary care provider. And that's many people, right, who don't have their own primary care provider. Well, things like Amazon Health, AI, our intention is when people are on Amazon, we actually know quite a large percentage of searches have what we call a high health intent. I'm looking for a cookbook, a healthy cookbook. I'm looking for a blood pressure cuff. Whatever it might be. And that query can be started on Amazon. And we want to make sure that it doesn't just we just don't provide information that we can complete that experience. So for example, a health AI user on Amazon and your Prime member has free included access to what we call direct message care. So for any of 30 to 40 low acuity conditions that are highly protocolized, we can you could perhaps you have a urinary tract infection or suspect you do. You can start that conversation and have a asynchronous visit with a provider included at no cost. And that prescription can be sent anywhere you want. And if you send it to Amazon, it can be delivered to your house in 2 or 3 hours. Talk about adherence. The thing that most addresses adherence is arrive at your door rather than have to go to a store to pick it up. Um, so. See, that's a way that Amazon really sort of, I call it stickiness, right? But that's what the health care system is lacking that retail really knows well. And we want you to send it wherever you want it to go, of course, but if it's more convenient for you to have it delivered to your door, we can. But the point there is making sure that you complete the journey. You know, it's one thing to just have a conversation with a chatbot and get interesting information. It's another for that to then turn into a direct message care visit or an appointment. And that appointment could be with us at Amazon, one medical office virtually or in person, or we're happy to send it. If you're in an area that you need to see someone in person and we don't have an office. We'll help you find an office. You know, we have work to do to complete all of those journeys that we want to make sure have no dead ends. But the systems should have no dead ends. That's what fragmentation is. Fragmentation is. I see one part of the system, and they send me to another part of the system, and I'm on my own and I'm lost. Or worse, they sent me to somewhere where it could have been much less expensive, more convenient because it's, you know, the we want to make sure that people have a full exposure to their choices and are able to make informed choices that are best for them, whether it's with a third party or with us, it doesn't really matter. Complete the solution. Can I build off of what Neil said for just a second? I think that so right now, if you're born in Chicago on Michigan Avenue, we're all like sort of the bougie stores. Are you live 16 years longer than if you're born around five subway stops west where our medical center is. We call that the death gap, right. And there's a death gap in New York. There's a death gap in every big city. There's a death gap between haves and have nots. The drivers of that mortality, it's a cop out to think that it's gun violence and things like that. It's actually poorly controlled blood pressure, poorly controlled diabetes. It's chronic. Conditions. Chronic disease. And the driver for the chronic disease is a lack of access. We're at an AI conference. We're talking to Arianna, who's proven over a decade that you can change the outcomes based on fixing the underlying causes of these chronic diseases by eating better, by exercising, by taking care of yourself. And Neil is building tools that provide access and decrease the connection points between a person who has no access and a hospital that has a highly, highly trained neurosurgeon. And so if we could figure out collectively in this room before we left, how to connect those dots, not only could we decrease the death gap, but we open up access and we'll drive down the comprehensive cost of care. And how do we make it easy? We need to keep stressing that because we work with people. We onboarded somebody recently who had heart failure. We asked him what he ate. He ate fried chicken every night. Now, if you tell that person, if the AI coach tells that person, oh, no, no, no, you can't have fried chicken every night. You need to have kale salad. It would not work. So we start with what our nutrition director calls swaps. Can you replace whatever bad seed oil you are using to fry your chicken with healthy olive oil? That's the beginning. That's how they are likely to stay with you if you give them something too big. They're not going to stay with you. Even people here in this room, I'm sure we all have a weakness. I have a good friend whose weakness is Cheetos. She she said. A. Good friend, not a good friend. I told you not to tell anyone. You know her? Alice knows her. If you say to her, you have to give up Cheetos, she won't do it. Our nutrition director found her many substitutes. She. Her favorite was from a company called Lazy Rival, which has now been bought by Hershey's. Because big companies are buying up all these innovative little companies and the Cheetos swap is called Power Curls. If anybody hears a Cheetos addict and you know it doesn't have the dyes, it doesn't have the Inflammatory ingredients that make Cheetos so bad, but it still has the crunchy feeling, so you get the idea. You start somewhere so that you make it manageable. Okay, we're we're past time. We could continue this conversation. I would love to, but unfortunately, our pastime. Last quick question for all of you, Neil. Um, after building Amazon Health services, I know breaking news earlier today that you're, you're stepping down but still want you to look forward, having spent the time that you have, you know, in the health care community. I want to ask each one of you, let's say five years from now, what's one thing you would like to see in the health care system powered by AI? Well, I hope to see that the AI helps bring costs down dramatically, and payers have to reconsider their model. And because it really should be pennies or dollars to deal with very simple conditions, rather than have to go see a provider that costs hundreds of dollars to do those visits, and that should save the system a great deal of money. And we should think about how to adjust the system to make that work for everybody. Arianna, I would like to see these five humble daily behaviors elevated to the level of medical interventions. I would like to see a medical schools educating doctors and nurses and all professionals on these behaviors. I would like to see, um, pharma CEOs talk about how medicines plus healthy habits create outcomes neither can produce alone. It's not either or. And for me, that will be transformational over the next five years. Okay. Omar. Last word. The amount of time we spend on health care in this country dealing with inefficiencies is astronomical. If you're a patient, you've been frustrated by inefficiencies. You've been confused while you're waiting in line at a pharmacy, wondering what's taking two hours. If you're a. If you're a provider, you're, you're, you're angry. You're angry because you can't do a good job taking care of patients. You can't even look at them when they're in the office because you're looking at a computer. And if you're trying to run a health care system, you're just dodging and weaving the overall expenses in health care. If the question is what happens in five years in health care, if AI is the most powerful tool that's ever existed and it's going to improve efficiency, what better place to improve efficiency than in the most inefficient, most important business of our time? If it is a business, health care is a human right and we can make it equitable across this country. If artificial intelligence decreases the inefficiency, we can spend less time doing papers and more time taking care of patients. Thank you. All right. We'll meet again in five years and see how well your predictions came out. Thank you Neil. Ariana Omar. Really appreciate it. ```json {"@context":"https://schema.org","@type":"VideoObject","name":"Health Leaders Talk How AI Can Help Patients Be More Proactive","description":"America’s healthcare system is notoriously reactive. Could AI shift it from a system that treats illness to one that prevents it? The question framed a panel discussion at the inaugural TIME100 AI Leadership Forum on May 27, which featured Dr. Omar Lateef, the president and CEO of Rush University System for Health; Arianna Huffington, the founder and CEO of Thrive Global; and Neil Lindsay, senior vice president of Amazon Health Services (Amazon One Medical, an Amazon health service, was an event sponsor). 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