How AI Scribes enable better interactions with patients during appointments

For primary care clinicians, the quality of interaction with their patients is one of the most important aspects of care. However, administrative burden often detracts from the time and attention clinicians can devote to their patients. With more than 70% of primary care clinicians in Ontario reporting burnout due to excessive paperwork, it’s clear that the healthcare system needs solutions to improve both clinician and patient experiences. AI scribes are emerging as a powerful tool to address this issue, not only reducing administrative tasks but also enhancing the patient-clinician relationship. This blog post will look at results from a 2024 AI scribe evaluation that was co-led by Amplify Care (formerly eHealth Centre of Excellence), OntarioMD, and the Women’s College Hospital to explore the benefits of AI scribe implementation into primary care workflows.

More Face-Time, Less Screen-Time

AI scribes transcribe patient-provider interactions in real time, reducing the need for clinicians to spend time typing notes during appointments. This process allows healthcare clinicians to be more present during consultations, improving their ability to focus on the patient and engage in meaningful conversation.

In the recent Ontario evaluation, where 152 primary care clinicians used AI scribes during 17,415 encounters, the use of AI scribes was associated with a marked improvement in patient interactions. Patients noticed that their physicians were more “mentally and physically present” when an AI scribe was used. With less time spent typing, clinicians could maintain better eye contact, read body language more effectively, and devote more attention to the patient’s concerns.

Improved Communication and Engagement 

The ability to engage with patients without the distraction of note-taking had a positive effect on communication. Clinicians using AI scribes reported asking more questions and offering better explanations during appointments. As one family physician noted, the time saved on documentation allowed them to focus more on the patient’s well-being, asking probing questions and explaining clinical findings with greater detail. 

Patients also appreciated the improved communication. Many reported feeling that their physician was more present and attentive during their visit. The AI scribe allowed their clinician to give more thoughtful responses, ensuring that patients felt heard and cared for in ways that go beyond just completing a checklist. 

Patient Comfort and Transparency

Some patients expressed a sense of comfort with the objective, word-for-word transcription of their encounter, as it provided an additional level of transparency. They appreciated knowing that everything discussed was being accurately documented, which enhanced their trust in the process.

However, there were some concerns, particularly related to privacy and security when sensitive topics were discussed. A few patients were uncomfortable with the recording process, particularly during conversations about personal issues such as financial matters. Despite these concerns, most patients felt reassured by the data privacy measures in place, with minimal hesitations about the security of their information.

Higher-Quality Medical Notes

AI scribes don’t just benefit interactions with patients—they also contribute to the quality of medical notes. Clinicians reported that the notes generated by AI scribes were more accurate and detailed than those written manually, reducing the chances of errors and omissions. This improved documentation also helped reduce the stress associated with incomplete or delayed medical notes, contributing to a sense of professional fulfillment and reduced burnout.

The Final Line

AI scribes are transforming the way primary care clinicians interact with their patients. By reducing the time spent on documentation, clinicians are able to be more present, more engaged, and more focused on delivering personalized care. Patients benefit from better communication and a more human-centered approach, leading to a deeper sense of trust and satisfaction with their healthcare experience. As AI scribe technology continues to evolve, it holds the promise of not only improving the efficiency of primary care but also enhancing the quality of care and the overall patient-clinician relationship.