LLM or MD: Who Owns the Patient Journey?

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?