Effect of use of ambient listening technology on patient-reported communication and satisfaction ratings.

Abstract

Objectives: Evaluate the impact of ambient listening AI scribe technology for drafting notes on patient-reported communication and satisfaction ratings of their physician during ambulatory visits.

Materials and methods: We conducted a pilot (April-August 2024) during which 31 physicians across multiple specialties could use an AI scribe during ambulatory visits. Patient surveys from AI-scribe supported visits were compared with pre-pilot surveys in the previous 12 months, and to 125 control physicians, following a difference-in-differences approach. Logistic regression evaluated change in the odds of receiving the highest score for 5 questions, focused on patient ratings of communication (4 items) and overall satisfaction with their physician (1 item).

Results: Among 31 917 surveys (7164 pilot; 24 753 control), patient ratings were high. The pre-post change in communication and satisfaction scores did not differ significantly between pilot and control physicians. However, for 3 questions (concern provider showed, explanation provider gave, and likelihood of recommending their provider), ratings increased for pilot physicians while declining for controls without reaching statistical significance.

Discussion: We did not find evidence of AI scribes worsening or enhancing patient experiences. Continued evaluation is warranted to ensure positive patient experiences as AI tools expand in clinical care.