Albany ENT & Allergy Services faced a persistent challenge: balancing high-quality patient care with the overwhelming administrative burden of documentation.

THE CHALLENGE

Traditional EHR systems, while essential, required manual entry and meticulous note-taking that pulled clinicians away from patient engagement.

“This documentation process often felt more like data entry than care delivery, contributing to burnout and inefficiencies,” said Dr. Gavin Setzen. “The dual demands of managing high patient volumes and maintaining comprehensive records underscored the need for a more efficient solution.”

PROPOSAL

Ambient listening transcription technology presented a transformative solution to the problem, said Dr. Lawrence Kaufman.

“By leveraging advanced speech recognition and natural language processing, the technology offered to automate the documentation process, transcribing patient interactions in real time and generating detailed, accurate notes without requiring manual input,” he explained.

“For our practice, this promised a significant improvement in efficiency and the ability to reduce our full-time equivalent scribe needs. With these capabilities, the technology aimed to alleviate clinician burnout, streamline workflows and allow our providers to focus on delivering exceptional patient care.”

MEETING THE CHALLENGE

Albany ENT & Allergy Services began using NextGen Ambient Assist during patient visits, where it captured conversations in real time and transcribed them into actionable, detailed notes.

“Our providers integrated the technology seamlessly into their existing workflows, leveraging it to record complex patient histories and clinical notes with accuracy and efficiency,” said Drew Franklin, chief strategy officer. “Since we started using the platform in May 2024, more than 2,000 ambient notes have been uploaded, demonstrating its reliability and consistency during the beta phase.

“The system is integrated directly into our EHR platform, ensuring compatibility and minimizing disruptions,” he continued. “Its customizable features, like the ability to turn off automatic mental status exams, made it adaptable to our practice’s specific needs, helping us optimize the tool for our high-volume, fast-paced environment.”

RESULTS

Increased efficiency has been one positive result. Based on initial feedback and usage data, the practice projects its providers could achieve an 11-13% increase in efficiency.

“For a practice like ours, where ENT specialists see 25-30 patients daily, these gains translate to more time available for direct patient care or reducing the overall workload stress,” Kaufman reported. “The automated transcription process has allowed our clinicians to focus on meaningful patient interactions while still maintaining thorough documentation.”

Another helpful result of using the ambient technology has been reduced scribe dependency.

“By using this technology, we anticipate reducing our FTE scribe needs by approximately 0.4-0.49 per provider,” Setzen said. “This decrease in reliance on scribes not only reduces overhead costs but also allows us to allocate resources more strategically across our practice. This operational improvement is especially valuable for scaling our services while maintaining high documentation standards.”

And there are promising beta metrics.

“During the beta phase, we’ve already created more than 2,000 ambient notes,” Franklin reported. “These early outcomes highlight the potential for broader implementation and scalability. The platform’s ability to seamlessly integrate into our workflows has already made a noticeable impact, setting a strong foundation for further improvements at scale.”

ADVICE FOR OTHERS

“For organizations considering ambient listening transcription technology, my advice is to view it as a transformative investment for reducing administrative burdens and enhancing operational efficiency,” Setzen offered. “Start by ensuring the technology integrates seamlessly with your existing EHR system and aligns with your practice’s specific needs. And customization is key. Look for systems that can adapt to the unique workflows of your specialty.

“Begin with a pilot phase to test the system, collect feedback, and measure outcomes like efficiency gains and reduced scribe dependency,” he added. “While our initial results, such as an 11-13% projected efficiency increase and a reduction in scribe needs, are promising, it’s essential to tailor the technology to your practice’s environment.”

Finally, prioritize systems that enhance the patient-provider relationship, he advised.

“The ability to reduce distractions and foster better engagement strengthens trust and improves care quality,” he concluded. “While the upfront effort to adopt this technology may seem daunting, the long-term benefits for providers and patients alike make it a worthwhile endeavor.”

Follow Bill’s HIT coverage on LinkedIn: Bill Siwicki
Email him: bsiwicki@himss.org
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