Health Systems Welcome Amazon One

Renowned health system NYU Langone Health recently announced the adoption of Amazon One to its healthcare services. By summer of 2025, all of the organization’s locations will feature the palm-recognition technology, enhancing patient security and expediting the check-in process for in-person visits. Though Amazon introduced Amazon One in September 2020, it was first made available at only two Amazon Go stores. Over the last few years, the technology slowly appeared in Whole Foods Market stores; select Panera Bread locations; and various entertainment venues, sports stadiums and travel retailers. As such, the introduction of Amazon One to health systems represents an innovative shift in the digitalization of healthcare as well as Amazon’s growing presence in consumers’ daily lives.

NYU Langone Health’s mobile app features prominent promotions of Amazon One, starting with the home screen. The health system briefly describes the new technology, encourages patients to learn more through its FAQs and provides instructions on enrolling. The Enroll button prompts users to download the Amazon One app if they have not done so already. From here, the enrollment process is housed entirely on the Amazon One app—as such, the patient portal serves as a promotional and educational resource about the technology. Similarly, the Enroll in Amazon One link on the hamburger menu also guides patients to the Amazon One app. Through the mobile app, NYU Langone Health patients can find five related FAQs, introducing them to the new feature and assuaging privacy concerns.

Also in March, the organization implemented mandatory two-factor authentication (2FA) for logging in to the patient portal. Our 2025 patient survey shows that 2FA usage is relatively high for mobile health system apps, with 69% of patients having it turned on. In particular, Millennials and Gen Z are more likely to use 2FA, possibly due to their enhanced familiarity with the feature and increased security concerns from recent large-scale security breaches. Both the introduction of Amazon One and 2FA signifies NYU Langone Health’s dedication to incorporating technology in their patient experiences, and a broader shift in the health systems ecosystem toward a balance of security protocols and frictionless journeys.

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