Don Seamons, Research Director, Patient Accounting & RTLS, KLAS
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. For instance, ScribeEMR—a major player in this space—achieved a 91% success rate in improving workflows, with respondents noting significant enhancements in their ability to focus on patient care, according to the report.
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 virtual scribing market is turnover among scribes. Frequent changes can disrupt workflow continuity and require additional training for replacements, impacting satisfaction levels. The report highlighted that 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 virtual scribing 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 of Virtual Scribes in Healthcare
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. Virtual scribes continue to offer personalized support that resonates particularly well with less tech-savvy clinicians and certain specialties.
The report stated, “Virtual scribes remain a vital component of healthcare workflows, offering unparalleled value for providers navigating the complexities of modern healthcare systems.”
