Performance, acceptability, and impact of ambient listening scribe technology in an outpatient context: a mixed methods trial evaluation

Abstract

In 2024, Gold Coast Hospital and Health Service outpatient division initiated a 16-week trial of artificial intelligence (AI)-enabled ambient listening scribe technology. The objective of this pilot study was to evaluate scribe technology performance (according to dimensions of quality, utility and reliability) and its impact on the experience of outpatient clinicians and patients receiving care. A mixed method research design combined analysis of data from patient and staff surveys, staff interviews, scribe outputs and electronic medical records across a breadth of outpatient specialties. By and large, ambient listening technology was associated with positive patient and staff experience. On average, 58% of scribe outputs were accepted without modification into the electronic outpatient note. There was limited evidence of bias in outputs, however there was some evidence of hallucination or incorrect outputs. Qualitative and quantitative data were internally consistent and demonstrated that ambient listening technology can (1) produce an accurate summary of outpatient appointments, (2) enhance clinical note quality and (3) improve both clinician and patient experience. Not applicable. Ambient listening scribe technology is being adopted at pace by health services in the hope that it will alleviate clinical documentation burden. This study contributes evidence of ambient listening scribe technology performance in a real-world outpatient department application. This study aims to inform practice in the implementation and use of ambient listening scribe technology in other health services considering adoption.

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