Nine One Medical employees inappropriately accessed a deceased patient’s medical records after his family filed a wrongful death lawsuit against the Amazon-owned company.

At a Glance

• One Medical, owned by Amazon, faces a wrongful death lawsuit from the family of Philip Tong, who died after allegedly being advised to buy an inhaler for a bloody cough
• Court documents reveal nine employees accessed Tong’s health records without authorization after media coverage of the lawsuit
• The unauthorized access raises significant patient privacy concerns alongside the existing allegations of negligent care
• This case highlights broader concerns about telehealth safety, privacy, and Amazon’s approach to healthcare delivery

Privacy Breach Compounds Wrongful Death Claims

The family of Philip Tong, who died in California in late 2023, is suing Amazon’s One Medical clinic and an Oakland hospital for wrongful death. According to court documents, the situation has been complicated by revelations that nine One Medical employees improperly accessed Tong’s medical records after media coverage of the lawsuit began. A letter from One Medical to Tong’s family acknowledged this privacy breach, which has now become part of the court record in what represents the first medical malpractice lawsuit against Amazon’s healthcare venture.

The original lawsuit claims that Tong received “careless, reckless and negligent” treatment when he was advised to purchase an inhaler despite presenting with a bloody cough – a potentially serious symptom that allegedly warranted more thorough investigation. The complaint specifically accuses One Medical of having inadequately trained staff and failing to order appropriate testing, ultimately contributing to Tong’s death.

Amazon’s Healthcare Ambitions Under Scrutiny

This case puts a spotlight on Amazon’s 2023 acquisition of One Medical for nearly $4 billion, a move that represented the tech giant’s significant push into healthcare services. Following the acquisition, reports indicate Amazon implemented staff reductions and shifted toward more online operations, ostensibly to expand consumer access to care. Critics suggest these changes may have prioritized scalability and efficiency at the potential expense of quality patient care.

“We care deeply about every patient we serve, and the quality and safety of our care are our highest priorities. We’re proud of our extensive quality and safety measures, and of the health outcomes we help our patients achieve. We take concerns about our care extremely seriously, and we’re committed to continuous improvement.”, said an Amazon One Medical spokesperson.

The company has publicly refuted claims that changes to their operations have negatively impacted patient care, but the unauthorized access to Tong’s records raises troubling questions about internal privacy protocols and employee oversight. This privacy breach underscores concerns about how large corporations manage sensitive healthcare data, particularly when facing legal action.

Telehealth Model Under Examination

The case has sparked broader discussion about telehealth’s limitations, particularly for patients with complex or urgent medical needs. One Medical’s model often involves first-time encounters with clinicians making critical decisions with potentially incomplete information. When combined with productivity metrics that may emphasize volume over thoroughness, this creates a situation where life-threatening conditions could be missed.

Industry observers note that leaked documents suggest One Medical’s call center staff, some lacking comprehensive medical training, may have failed to appropriately escalate urgent cases. This raises fundamental questions about the telehealth model’s safety protocols and whether corporate efficiency goals align with patient welfare. The unauthorized record access following media attention to the lawsuit further suggests potential systemic issues with data protection and privacy compliance.

Balancing Innovation and Patient Safety

As telehealth continues expanding across America, this case highlights the tension between technological innovation and fundamental patient safeguards. While telehealth offers potential benefits in improving access, reducing costs, and increasing convenience for millions of Americans, this lawsuit suggests the implementation must be deliberate and patient-centered. The privacy breach component adds another layer of concern about how patient data is managed in large healthcare organizations.

Regulatory oversight of both telehealth delivery models and patient data protection will likely receive increased attention as this case progresses through the courts. For consumers, particularly those who rely on telehealth services, this case serves as a reminder of the importance of understanding the limitations of virtual care and recognizing when in-person evaluation is necessary for potentially serious symptoms.