Patient Satisfaction in Ophthalmology: The Impact of Remote Scribes.

Abstract

Purpose: To determine whether remote scribing is associated with patient satisfaction. Methods: Physicians were included based on predetermined criteria. For all physicians, Net Promoter Score response data were collected for 3 consecutive months immediately before and 6 months after the transition to remote scribes. Over 2 years, 272 885 responses were analyzed. Patient time spent in the office was also assessed. Results: Twenty-three physicians transitioned to remote scribes between March 2022 and September 2023. For participating physicians, the mean Net Promoter Score rating improved from 9.34 to 9.44 (P = .008) for "likelihood of recommending physician" and from 9.54 to 9.60 (P < .001) for "likelihood of recommending practice." After the transition, the mean time spent in the "primary waiting room" decreased from 14.88 minutes to 13.41 minutes (P < .001) and the mean time spent in the "exam room" decreased from 22.89 minutes to 21.22 minutes (P < .001). All secondary outcomes improved after the transition. Conclusions: After implementing remote scribes and based on Net Promoter Score ratings, patient satisfaction scores improved and patient wait time decreased. Physicians may consider using remote scribes to enhance patient satisfaction and clinical flow.