The Ambulatory Patient Experience with Ambient Artificial Intelligence Scribes: A Qualitative Study.

OBJECTIVE: The effect of ambient artificial intelligence (AI) scribes on patient experience remains understudied and has been largely limited to closed-ended surveys. Qualitative studies are needed to more fully explore how ambient AI scribes influence patient experience. The aim of this study was to explore how ambient AI scribes influence the patient experience and to identify factors that improve patients' comfort with these tools. MATERIALS AND METHODS: We conducted a qualitative study using a semi-structured interview guide that captured key patient experience domains from a literature review. We recruited patients from numerous ambulatory specialties (e.g., dermatology, primary care) whose clinicians were participating in a pragmatic randomized clinical trial of an ambient AI scribe implementation at an academic medical center. We deductively and inductively drew patterns in patients' reported experiences and the factors that contributed to patients' comfort with these tools. RESULTS: Twenty patients were included in our sample before thematic saturation occurred. Patients reported improvements in patient experience through increased respect for patients' preferences (e.g., fewer distractions), improved thoroughness of visit notes, and increased time spent answering patients' questions. Factors influencing comfort included demographic factors (e.g., exposure to similar technologies), lack of saliency of the device, lack of privacy-related concerns, positive pre-existing patient-clinician relationships, and anticipated benefits to care. CONCLUSION: Ambient AI scribes may improve the patient experience through improved patient-clinician verbal, non-verbal, and written communication. These findings contribute to our understanding how these tools shape the patient experience. CLINICAL TRIAL NUMBER: Not applicable.