WellSpan Health fulfills a central mission of service: one patient, one community, one unique healthcare need at a time. They work closely with the community to increase access to care for as many of their neighbors as possible. As part of this commitment, WellSpan deploys sophisticated clinical technology that transforms care models in the communities it serves. By facilitating effective relationship-based care and increasing efficiency to serve more patients, ambient clinical intelligence (ACI) is helping to further WellSpan’s important mission.
“All of my fellow providers that have implemented ACI are very happy. The product has improved our workload and our patient encounters to the upper level of satisfaction.” — Dr. Mokarroma Sharmin, Family Medicine Specialist, WellSpan Health
When Dr. Sharmin walks into her family medicine practice in Pennsylvania, she must juggle a substantial amount of information. Her daily schedule can include up to 30 patients. While no two patients are the same, she applies one constant principle: connecting with each patient at a personal level.
Dr. Sharmin recognizes the importance of devoting as much attention as possible to each individual. She worries her patients can sense her note-taking is a distraction: “As a patient, I would feel better if my doctor is looking at and talking to me instead of splitting time between the computer screen and my face.”
Since implementing ACI, Dr. Sharmin has witnessed an immediate impact on patient satisfaction: “Patients do not feel hurried or rushed and are feeling more connected with me. Often, patients have multiple issues to discuss. Now both of us have the opportunity to discuss them more deeply. Rather than needing to return to my desk and document, I can say, ‘Let’s hear everything you have to say today.’”
Dr. Sharmin has been able to facilitate more fulsome, attentive discussions without extending the length of the encounter—making every minute of every visit count for the patient.
The increase in patient satisfaction following the introduction of ACI holds tremendous promise across WellSpan’s 2,600 physicians. Chief Digital and Information Officer Dr. Hal Baker believes the ambient clinical intelligence technology is a catalyst to achieve best-practice documentation while maximizing the intimacy and trust physicians build with patients: “There’s a certain business requirement for careful documentation and coding. But ultimately, all of the effort is founded upon the patient’s story.”
Perhaps the most rewarding result of ACI’s efficient, high-quality documentation is manifested when Dr. Sharmin leaves the clinic: “I know when I go home that my tasks are done. I can spend time with my family and not have the anxiety to come in early the next day to finish notes.”
As Dr. Baker leverages ACI across WellSpan’s practices, the freedom to provide more care with higher satisfaction is an important step in fulfilling the organization’s mission: “Knowing that the documentation is conducted in the background allows us as physicians to be present, express empathy, and connect as human beings. That’s the reason we went into healthcare.”
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