Cleveland Clinic's chief digital officer says its AI scribe is giving some doctors 'joy' again

In the realm of healthcare, artificial intelligence is breaking down barriers and creating new opportunities for both physicians and patients. One of the most notable innovations is the ambient AI scribe, a technology designed to record, transcribe, and summarize conversations between doctors and their patients. A recent study published in NPJ Digital Medicine revealed that approximately 30% of medical practices in the United States have incorporated AI scribes into their workflow. Rohit Chandra, the executive vice president and chief digital officer at the Cleveland Clinic, shared insights on how this technology is enhancing the experience for both healthcare providers and patients. "For providers, it’s a game-changer as it offers a high-quality draft with minimal effort," he explained. "Patients benefit too, as the focus shifts back to them rather than having the physician preoccupied with typing." At the Cleveland Clinic, a nonprofit healthcare institution, the use of ambient AI is part of a larger initiative aimed at easing administrative burdens while improving patient interactions. This technology is intended to augment, not replace, the role of physicians, allowing them to dedicate more time to patient care. In 2024, the Cleveland Clinic launched a comprehensive pilot program involving 250 physicians who tested five different ambient AI listening products to assess their accuracy, user experience, and overall effectiveness. Dr. Eric Boose, a family physician and associate chief medical information officer at the Cleveland Clinic, led this year-long project and personally evaluated the technology during patient appointments. He observed a surprising interest from even those not participating in the pilot, as many expressed a desire to utilize the AI tool. Following the pilot, the Cleveland Clinic selected Ambience's AI platform based on its superior performance. By spring 2025, this software was rolled out to clinicians across the Cleveland Clinic's U.S. facilities, with training sessions offered but not mandated. Remarkably, within just 15 weeks, 4,000 clinicians were actively using the AI scribe. It is anticipated that by August 2025, the technology will have been used to document and summarize one million patient interactions. The AI scribe operates through a mobile app, where physicians input their specialty to tailor the AI's focus during patient conversations. For instance, in a sleep medicine appointment, the AI might hone in on aspects such as the patient's bedtime routines. "It’s a highly adaptable tool that aligns with various specialties," noted Dr. Boose. Before the AI-generated content is entered into the electronic health record, it undergoes a review process by the physician, ensuring accuracy and clarity. Patients are also asked for verbal consent before the AI is activated during their appointments. Most patients have reacted positively, appreciating the additional face-to-face time with their doctors, rather than seeing them distracted by note-taking. Dr. Boose reported only a few instances of patients opting out over the past two years. The AI scribe produces a detailed report integrated into the Epic system, complete with a summary for patients after their visit. Feedback has indicated that the technology has significantly reduced the time physicians spend on documentation—cutting down by two minutes per appointment and 14 minutes daily. Chandra noted that many physicians have rediscovered joy in their roles, feeling less overwhelmed by paperwork. "They didn’t choose this profession to be buried in administrative tasks," he stated. Currently, around 5,000 healthcare providers within the Cleveland Clinic system are utilizing the AI scribe. However, Dr. Boose cautioned that while the technology offers many benefits, it is still in development. He emphasized the necessity for physicians to review AI outputs carefully, as the system is a demonstration of artificial intelligence rather than true human intelligence. Patient privacy is a priority too; recordings are kept for 30 days before being de-identified and are unretrievable thereafter. Despite initial skepticism from some physicians regarding AI's reliability, as more clinicians adopted the system, many were pleasantly surprised by its capabilities. The Cleveland Clinic is keen on exploring further applications of AI, including potential agents capable of addressing patient concerns prior to appointments and providing actionable follow-up steps. In conclusion, Dr. Boose remarked, "AI is set to enhance our efficiency, but it will never supplant the role of physicians. This is an exhilarating time for healthcare as we witness a transformative shift that promises to streamline processes for both doctors and patients alike."