A pharmacy chain in Vermont implemented AI for efficiency. It’s led to delays, incorrect information and privacy concerns.

Kinney Drugs, a pharmacy chain in Vermont and New York, implemented an AI assistant for prescription refill services, leading to customer reports of delays, incorrect medication requests, and privacy concerns. Customers described receiving confusing AI-generated refill notifications and experiencing system errors, prompting frustrations and some to abandon the pharmacy due to limited rural alternatives. The AI rollout coincides with broader regulatory gaps in healthcare AI oversight.