AI on the Rise, but Virtual Scribes Still Providing Value, KLAS Finds

Virtual scribing services continue to play a significant role in healthcare systems despite the increasing adoption of AI solutions, according to the KLAS report, “Virtual Scribing Services 2024: How Are Firms Providing Value in a Developing Market?”

A Proven Solution Amid Technological Evolution

Virtual scribes, often tasked with assisting clinicians in documentation, have demonstrated their value by alleviating administrative burdens. The report stated that providers overwhelmingly appreciate the support of virtual scribes, particularly in reducing clinician burnout and ensuring documentation efficiency.  ScribeEMR achieved a 91% success rate in improving workflows. Respondents noted significant enhancements in their ability to focus on patient care.

While AI technologies such as ambient speech are generating interest for their potential to reduce reliance on human scribes, many healthcare organizations find that virtual scribes still offer advantages, especially in specialty areas where AI remains limited. The report quoted one CEO who emphasized, “For older providers…virtual scribes provide an invaluable resource, ensuring that important tasks like medication orders are not overlooked.”

Addressing Challenges and Sustaining Value

One persistent challenge in the market is turnover among scribes. Frequent changes can disrupt workflow continuity and require additional training for replacements, impacting satisfaction levels. Firms like IKS Health are addressing this issue by transitioning clients to global scribes, reducing turnover rates and improving service consistency. However, language barriers and a lack of familiarity with medical terminology remain areas of concern for some clients.

Customer experiences reveal the delicate balance of investing in services. Although many providers feel they receive value for their investment, inconsistencies in quality can undermine overall satisfaction. As the report stated, “When scribes are well-trained and understand workflows, providers achieve high satisfaction levels. However, frequent turnover significantly decreases satisfaction.”

The Future 

Despite the rise of AI-powered solutions, the report acknowledged the enduring relevance of virtual scribes. Many providers see a hybrid approach—leveraging both AI and virtual scribes—as the optimal path forward.

The report stated, “Virtual scribes remain a vital component of healthcare workflows, offering unparalleled value for providers navigating the complexities of modern healthcare systems.”

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