Tāmaki Health has become New Zealand's first primary care organisation to integrate an AI health coach into routine patient care, deploying technology from digital health company Groov to give patients 24/7 access to coaching support before, between, and after appointments. The move directly addresses the strain on frontline services by offering an alternative to adding more clinical appointments to meet rising demand.
How the hybrid care model works
The AI health coach functions as a digital front door, letting patients start a structured health coaching conversation immediately - even before they book a clinic visit. It supports conditions such as diabetes, gout, weight loss, and anxiety through evidence-based guidance. When the system detects physical symptoms, mental distress, or requests for extra help, it directs patients to Tāmaki Health's human health coaches and clinical teams using established referral pathways. This creates a hybrid model that extends clinician reach rather than replacing it. The deployment demonstrates one approach to AI for Healthcare in primary care, where technology underpins clinician-led services.
Safety controls and early engagement data
Groov built the platform specifically for healthcare, using clinically reviewed content, defined escalation pathways, and privacy, security, and governance controls that have passed privacy impact assessments, security testing, and ISO 27001 certification. No unsafe AI responses were identified during normal use. Early results from more than 4,500 AI health coaching conversations show users reported an average 32 per cent increase in their confidence and capability to manage their health after a single coaching session.
What health leaders are saying
Tāmaki Health chief digital officer Sam Ranchhod said primary care cannot keep up by simply scheduling more appointments. "We need new ways to support people earlier, help them stay engaged between appointments and make it easier to access care when they need it," he said.
Dr David Codyre, clinical director of the wellness support team and a Groov clinical advisory group member, said most health improvement happens outside the consultation room. "The AI health coach gives people practical, evidence-based support to turn advice into action, build confidence and sustain healthier behaviours between appointments, while ensuring they can be directed back to human care whenever needed," he said.
Groov chief executive Matt Krogstad described the partnership as taking a brick-and-mortar delivery model into proactive, personalised health at scale. "Many New Zealanders don't necessarily need intensive interventions. They need practical guidance, encouragement and accountability to help them make positive changes before issues become bigger problems," he said.
Why this matters for healthcare professionals
For clinicians, the AI coach acts as a force multiplier - handling routine coaching conversations that help patients build healthier habits, while flagging cases that need human intervention. The model preserves clinical capacity for complex presentations and could shift a portion of preventative care out of appointment books entirely. With a measured 32 per cent boost in patient confidence after a single session, organisations can evaluate tangible patient activation data alongside traditional workload metrics.
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