AI already is greatly simplifying the everyday work experience for clinicians and administrative staff at Caron Treatment Centers, and leaders of the nationally influential treatment organization see promising new opportunities ahead.
Caron’s use of AI-enabled ambient listening technology has transformed the typical encounter between the clinician and the patient, freeing up the clinician’s time both during and after a session. Providers now can have more productive exchanges with a patient without the burden of excessive note-taking, and they no longer need to find extra hours to record dictation from sessions.
“We have deployed AI tools for ambient listening to 75% of our continuum of care,” says Andrew Heckman, Caron’s corporate IT director. For medical records staff, this means no longer having to spend more than half of their work time transcribing clinical notes into the EMR. For the clinician, use of the technology has reduced an administrative burden that has contributed to burnout across the industry.
Heckman says that as a result of the use of AI, he has heard comments from clinicians such as, “I got my nights back with my family.”
The return on investment for Caron has become clear in multiple ways. Using an AI template that’s tailored to the organization’s needs has led to greater consistency in the reporting of patient notes to insurers, lowering the risk of payment delays or denials. “When you get the note right, good things happen downstream,” Heckman says.
No longer having to focus on writing notes during an initial assessment allows the clinician to have a more personal encounter with the patient when sensitive details are being discussed. “They can look the patient in the eye and have a conversation,” Heckman says. Clinicians have reported they’re now able to pick up on patient details that they once risked missing, he says.
Caron’s leadership managed the transition in practice by designating a seasoned professional from each affected discipline to help configure the template for use of AI, Heckman explains. Use of the technology was then phased in within each department. Patients now are asked at admission if they consent to use of ambient listening tools as a vehicle for improving the treatment experience.
Heckman has observed during presentations at national conferences that many other providers seem to be lagging behind in implementing these tools. He suspects concerns around accuracy of the data could be at play, which is why he emphasizes to others that they can have an active role in customizing the proper tools to their organizational needs.
He credits his contacts at for being open to Caron’s suggestions for refining the AI solution. He admits that he and his colleagues were skeptical at first about being able to duplicate the experience they saw in the initial product demonstration. It didn’t take long to realize that for Caron, the AI solution checked all the boxes, he says.
Caron is now looking to roll out AI technology in its call center operation, aiming to improve the accuracy of the information collected in an initial call to help guide patient assessment. “The assessment process is very manual today,” Heckman says.
Caron’s leaders have many other quality-driven applications on their radar. Heckman sees the potential for AI technology to help the organization identify markers for risk of harm to an individual patient, for example. The possibilities for offering insights to maximize quality are endless. “This has been a great experience,” he says.
