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

Abstract

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. 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). 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. 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.