Association of Asynchronous Virtual Scribe Services: Patient Experience in Primary Care.

Abstract

Background: Virtual scribe services are increasingly utilized to reduce documentation burden and mitigate clinician burnout. While evidence supports their positive impact on clinician wellness and productivity, the effect on patient experience has not received as much attention. We hypothesized that clinicians using virtual scribes would demonstrate improved patient satisfaction scores due to enhanced face-to-face interaction during visits.

Methods: Using a pre-post design, we analyzed patient satisfaction data for 81 primary care clinicians utilizing asynchronous virtual scribe services (two different vendor programs) within a large integrated health network in Eastern Pennsylvania. Patient satisfaction was measured using four vendor-administered questions assessing overall rating of care, likelihood to recommend, clinician listening, and trust. Pre-implementation scores (6 months prior to scribe utilization) were compared to post-implementation scores (months 3-9 with a scribe service) using related-samples Wilcoxon signed-rank tests.

Results: Statistically significant improvements in patient-reported satisfaction metrics were observed in overall rating of the visit (P < .001) and trust (P = .012). Likelihood to recommend and listening showed positive trends but did not reach statistical significance (P = .086 and P = .705, respectively).

Conclusion: Virtual scribe implementation was associated with significant improvements in patient-reported overall experience and trust in their clinicians. These findings suggest that reducing documentation burden may enhance the patient-clinician relationship, providing additional justification for scribe investment beyond clinician wellness.