The next Big Tech battle: Amazon’s bet on healthcare begins to take shape

Thousands and thousands discuss to Amazon’s voice assistant each day with principally mundane instructions, like “play music” or “set timer 11 minutes for pasta”. At Houston Methodist hospital the exact same know-how as a substitute hears: “Begin surgical procedure.”

Over the previous yr, a tie-up between the community of eight hospitals and its cloud computing arm Amazon Web Services has led to voice activation being constructed into an experimental working theatre, powered by a lot of the identical know-how as discovered within the Alexa assistant. The instructions begin working by way of very important steps within the operation, permitting the surgeon to verbally affirm when she or he has taken sure actions, equivalent to administering anaesthesia.

“It’s utilizing my voice to finish these actions, so there’s by no means a step that’s missed,” says Dr Nicholas Desai, a foot and ankle surgeon and chief medical info officer at Houston Methodist. “As soon as it’s accomplished, [the assistant] writes it again to the digital medical report as a accomplished exercise, so if there’s ever a difficulty, or one thing doesn’t get achieved, there’s going to be a notification.”

Within the doctor consulting rooms on the hospital, Amazon’s know-how can also be listening intently — with the affected person’s full prior consent, the hospital says — for particulars that may be added to well being information and analysed for extra knowledgeable remedy choices. “My digital voice assistant is listening, partnering with me within the room, managing the care of that affected person,” says Desai, calling it a “second set of ears”. He says any time spent speaking to the affected person, as a substitute of tapping at a keyboard, equates to higher general care.

Frontline: medical staff at the Houston Methodist The Woodlands Hospital last month in Houston, Texas
Frontline: medical employees on the Houston Methodist The Woodlands Hospital final month in Houston, Texas © Getty Photographs

The system represents only one slice of Amazon’s plans to develop into simply as ubiquitous in healthcare as it’s in different markets, producing the tools and platforms to underpin an trade on the cusp of dramatic modernisation.

The corporate is within the technique of unveiling a flurry of consumer-facing healthcare providers, equivalent to a web based pharmacy and telehealth. On the identical time, it’s steadily growing its capabilities with AWS — an effort to create a brand new working system for care that ranges from managing healthcare information to making use of AI to foretell when an individual might develop into unwell.

Amazon, lengthy assumed to be a sleeping large in healthcare, is lastly awakening. Its target market is putting in its breadth: the corporate is directly promoting its healthcare credentials on to shoppers, to employers pissed off with prices, and to the hospitals and well being networks accountable for administering care.

Amazon neighbourhood health centres
Amazon’s technique relies on convincing shoppers to decide on on-line providers over bodily areas they already use and belief

There’s loads of competitors. It’s up towards fellow tech giants equivalent to Google and Microsoft, with their very own cloud and AI choices, in addition to a well-known foe in Walmart. The retail large just lately opened a lot of clinics throughout the nation providing “pressing care, labs, X-ray and diagnostics, counselling, dental, optical and listening to providers”.

But when Amazon can navigate the competitors — and a political panorama more and more afraid of Amazon’s energy — healthcare is ready to be one of many greatest alternatives for the company’s new chief executive Andy Jassy, as he picks up after the departure of founder Jeff Bezos.

“They don’t must crack the code in a single day,” says Brent Thill, a Jefferies analyst. “But when they will determine this out, it’s like . . . ‘look out’.”

Huge Tech push

Within the US, the price of healthcare has spiralled uncontrolled. The US Facilities for Medicare and Medicaid Companies (CMS) initiatives expenditure in healthcare in 2021 to succeed in $4.2tn — round 18 per cent of gross home product — and $5tn by 2025. A lot of the fee is saddled by employers. In accordance with a survey carried out by the Kaiser Household Basis, an awesome majority of executives — 87 per cent — mentioned paying for the healthcare of staff would develop into unsustainable inside the subsequent five-10 years.

However on the identical time, new developments are rising. Units that observe our well being have gotten smarter and extra broadly used. Improved and cheaper connectivity has made distant care not solely potential however, for a rising quantity, a desire. Synthetic intelligence, aided by the crunching of huge knowledge, has opened better avenues for creating new therapies or care plans.

Huge Tech firms consider they sit on the crossroads of those tantalising developments. On prime of the companies they’re constructing internally, the collective healthcare investments of Fb, Amazon, Microsoft, Google and Apple surged in 2020 to $3.7bn. Halfway by way of this yr, in response to CB Insights, an additional $3.1bn had been funnelled into the sector.

Healthcare is set be one of the biggest opportunities for Amazon’s new chief executive Andy Jassy
Healthcare is ready be one of many greatest alternatives for Amazon’s new chief government Andy Jassy © Mike Blake/Reuters

The place Amazon differs — and the place it captures the eye of individuals like Desai — is its strikes to launch what nearly quantities to a healthcare service of its personal, making use of Amazon’s current infrastructure, not least its huge empire of warehouses and supply drivers, to do for healthcare what it did for on-line purchasing.

Desai outlines his imaginative and prescient for the way the high-tech service might work: “I’ve obtained a medicine supply service, I’ve obtained Prime that may ship the drugs to you instantly. I’ve obtained voice pushed actions with Alexa that may make your appointments, I can have you ever see your physician visually, verbally and digitally.”

Staff first

Regardless of the apparent potential, there have been a lot of false begins for Amazon in healthcare.

One headline grabbing second got here in 2018, when the corporate introduced — in partnership with JPMorgan and Berkshire Hathaway — a joint healthcare enterprise named Haven, meant to scale back the prices and enhance outcomes for the workers of the three teams.

The announcement instantly despatched rival healthcare shares tumbling — tens of billions of {dollars} price knocked off rivals equivalent to Walgreens Boots Alliance — however it proved untimely. The initiative did not get off the bottom and, after three years, was closed down in January 2021. The businesses mentioned “good progress” had been made on the difficulty of enhancing worker healthcare and that they’d proceed to speak “informally”.

However postmortems from outsiders on the time concluded that even with the three firm’s collective heft, it was nonetheless not sufficient to stress established well being suppliers into cheaper care.

Haven’s finish additionally signalled one thing else: that Amazon was prepared and in a position to go it alone in its purpose of lowering the price of look after its personal staff. In any case, its base of staff, now greater than 1m within the US alone, has supplied ample alternative to roll out initiatives at nice scale. Considered one of which, a partnership with California-based Crossover Well being, gives entry to a network of health centres for Amazon’s staff, their spouses and their kids. Thus far, it’s out there in 5 areas, with extra anticipated to be introduced imminently.

Amazon prompted one other market spasm in 2018 when it acquired PillPack, the New Hampshire-based mail order prescription service, solely to go away it to function nearly completely independently. Late final yr, nonetheless, Amazon made the transfer everybody had anticipated, launching Amazon Pharmacy, which provides each supply and reductions in brick-and-mortar areas equivalent to CVS.

Senator Elizabeth Warren has added her voice to increasing concerns over Amazon’s power
Senator Elizabeth Warren has added her voice to rising issues over Amazon’s energy © Adam Glanzman/Bloomberg

In July this yr, Amazon launched Amazon Dx, a service that gives at-home testing for Covid-19, the place individuals order a package off and ship it again for testing and outcomes inside 24 hours. It’s more likely to be only the start: job commercials level to additional ambition to roll out a lot of totally different checks. One posting just lately sought an individual with “the talents and savvy to chart ambiguous or new territory with native, state and nationwide regulators for scientific diagnostics”.

Analysts recognise a well-known sample. Options created for Amazon’s personal wants, equivalent to having to check its warehouse staff for Covid, are actually being retooled to be used by others. As had been the case with AWS, which started as an inner computing system to energy Amazon’s infrastructure, Amazon-powered healthcare is steadily being opened as much as all.

“There are a lot of massive self-funded employers which can be hungry for significant medical value discount,” says Jeff Becker, principal analyst for healthcare at CB Insights. “If Amazon can get that proper, they’ll have one other profitable line of enterprise on their palms. Proper now they appear to be transferring in a short time down that path.”

In March it introduced its telehealth product Amazon Care could be provided to firms throughout the US. The service — which provides video chats with a health care provider or nurse, 24 hours a day, in addition to in-person visits in some areas — has been out there to Amazon’s staff close to its Seattle headquarters as a part of a pilot since 2019. The service is run through Care Medical, a third-party contractor.

Amazon has mentioned “a number of” firms have signed up to make use of Amazon Care and the corporate has reportedly been in talks with main insurers, in response to a Enterprise Insider report in July, in an effort to develop into a profit for tens of thousands and thousands extra sufferers. Amazon mentioned it will not touch upon hypothesis about its plans.

“Now we have to method this with a way of humility,” mentioned Amazon government Babak Parviz, talking about Amazon’s well being ambitions at a Wall Road Journal occasion in June. “We all know that there’s a lot we don’t know. But additionally with a way of optimism. We do intend to do one thing good.”

The timing is right. In accordance with McKinsey, use of telehealth providers within the US was 38 occasions larger in February this yr than it had been pre-pandemic, helped by a loosening of rules regarding what sorts of care may be administered by way of an web connection.

Bottles of medication with branding for Amazon Pharmacy
Amazon, lengthy assumed to be a sleeping large in healthcare, is lastly awakening © Reuters

“Amazon will make the trade nervous,” says Arielle Trzcinski, a principal analyst with Forrester. “They’ve the flexibleness to satisfy that client wherever they’re, with no matter they want.”

An American public lengthy pissed off by the advanced net of the nation’s healthcare system might be able to welcome the “Amazonification” of care, suggests Glen Tullman, chief government of Chicago-based well being tech firm Transcarent. Tullman beforehand based Livongo, a well being system firm that partnered with Amazon on a lot of initiatives, together with the event of a voice-controlled blood stress monitor.

“The trade has spent the final 20 years telling us they had been going to make healthcare much less complicated, much less advanced, more cost effective . . . and that hasn’t occurred,” he says.

“As a result of [Amazon] doesn’t personal hospitals, as a result of they don’t have an current construction, they will method this de novo, which is they will say ‘We are able to do no matter is finest for you’ . . . and there’s loads of cash in healthcare to make a revenue.”

‘Land seize’

Jeff Bezos as soon as described AWS because the “biggest piece of enterprise luck within the historical past of enterprise”, as a result of it “confronted no like-minded competitors for seven years”.

But regardless of that head begin, Amazon’s rivals in Huge Tech had been faster off the mark when it got here to offering cloud instruments tailor-made particularly to healthcare suppliers. Microsoft and Google each presently have extra publicly disclosed healthcare shoppers than Amazon, in response to CB Insights.

“It’s not that the tempo of innovation at AWS is lagging,” Becker says, “however that they began late. AWS was the final to get some key healthcare particular options that Microsoft and Google got here out with first. One was excessive belief certification, in order that hospitals trusted their infrastructure really was protected.”

That is acknowledged inside AWS, the place efforts to make up for misplaced floor have stepped up over the previous yr. To bolster its credentials, in July the corporate launched AWS for Well being, a collection of providers tailor-made to healthcare suppliers. They included AWS Healthlake, a device that makes use of machine studying to ingest and standardise well being knowledge.

Health and safety: solutions created for Amazon’s own needs, such as having to test its warehouse workers for Covid, are being retooled for use by others
Well being and security: options created for Amazon’s personal wants, equivalent to having to check its warehouse staff for Covid, are being retooled to be used by others

“It’s a land seize proper now,” says one particular person on AWS’s healthcare workforce, who has requested to not be named as they aren’t authorised to talk with the press. “Quite a lot of hospital programs are principally making a choice: will we wish to transfer our knowledge from bodily servers to Microsoft, or Google or AWS.”

Looking for extra purposes to combine, later this month Amazon will unveil 10 start-ups that kind the primary cohort in its AWS healthcare incubator program, a four-week intensive course meant to assist put together established however comparatively small well being tech firms for itemizing on AWS.

“It’s just like the App Retailer,” the AWS worker explains. “They evaluation the steadiness of your software, be sure you’re not doing something unlawful, assembly all of the rules.”

Amongst these enrolled to participate, in response to three individuals with information of the programme, are Items, a Texas-based firm that makes use of AI to foretell a affected person’s situation over time. One other, Gyant, is a digital assistant designed to scale back the load on hospital name centres by directing sufferers to a chatbot as a substitute. And Giblib — a start-up which produces Netflix-quality movies and digital actuality experiences for medical doctors. The clips contribute to the minimal necessities demanded by states to ensure that a practitioner to resume his or her licence.

US healthcare in numbers



Estimated US expenditure on healthcare by 2025, from $4.2tn this yr, in response to the Facilities for Medicare and Medicaid Companies


Executives who say paying for the healthcare of staff would develop into unsustainable inside the subsequent 5-10 years


Collective funding of Amazon, Apple, Fb, Google and Microsoft in healthcare by mid-2021, after expenditure of $3.7bn in 2020

Aggressive market

The accelerator programme partly demonstrates the breadth of Amazon’s meant position in healthcare. However it is a place that will not be welcomed at a time of heightened political tensions surrounding the ecommerce large — together with calls from the likes of senator Elizabeth Warren for the corporate to be damaged up.

“Amazon is dealing with vital issues relating to how large it has develop into,” says Professor Robert Huckman, college chair of Harvard Enterprise Faculty’s healthcare initiative. “Including healthcare into the combo, it’s yet one more important service. That might elevate issues from a consolidation perspective.”

Of specific fear may be the diploma to which Amazon might look to play an much more pivotal position by proudly owning its personal clinics, or maybe changing into an insurer, itself.

“If Amazon is ready to convey extra sufferers in straight below Amazon’s title, then they too will start to get [medical records],” says Huckman. “The query that regulators will ask is, ‘How far are we prepared to let these retail and know-how firms go?’”

However Amazon’s defence in different industries — that it has a lot of succesful rivals — would ring notably true in healthcare, the place Amazon could be jostling towards insurance coverage firms like Cigna, in addition to different retailers equivalent to Walmart.

And for its front-line providers, Amazon’s technique relies on convincing shoppers — a lot of whom might be older than the typical ecommerce buyer — to decide on on-line providers over bodily areas they already use and belief. That’s a much bigger leap than convincing individuals to strive a brand new bookstore, argues Moody’s analyst Charlie O’Shea.

“It’s going to be a protracted slog, let’s put it that means,” he says. “If somebody is comfy with their pharmacy, and normally it’s near the home, why would you turn?

“It’s going to take quite a bit longer, and be much more aggressive, I feel, than nearly anything Amazon’s tried to date.” material/fa7ff4c3-4694-4409-9ca6-bfadf3a53a62 | The following Huge Tech battle: Amazon’s wager on healthcare begins to take form


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