Carols’ Journey: How Ambient AI Is Personalizing Care

In part one of our blog series, we introduced Carol, a patient navigating her healthcare journey with the help of Greenway^® Patient Connect. From scheduling appointments to communicating with her team, Carol experienced a more convenient, connected path to care. In part two, we followed her through a streamlined referral process made possible by Greenway® Referral Management, eliminating delays, reducing confusion, and helping her access the specialist care she needed.

Now, as Carol returned for a follow-up visit to review her test results and discuss next steps in her care, she encountered another improvement—one she felt right away.

Instead of typing at a keyboard or pausing to jot notes, her provider-maintained eye contact, listened more intently, and engaged in a more natural conversation. Behind the scenes, this was made possible by Greenway^® Clinical Assist, an ambient clinical documentation solution powered by AI. This technology automatically captures the clinical conversation and generates structured notes, allowing providers to stay fully engaged with their patients during the visit.

woman holding a tablet and looking out the window

A simplified, connected care experience

From her first appointment through to follow-up care, Carol’s journey felt cohesive and intuitive. With Greenway’s integrated digital tools working in sync, every step—from scheduling to referrals to in-person visits—was easier to navigate.

During her latest visit—powered by Greenway Clinical Assist—Carol experienced a meaningful difference. With her provider fully present and engaged, she felt truly seen, heard, and confident in her care. The result? An 81% improvement in patient-physician interaction.

Stronger documentation, communication, and coordination

Greenway Clinical Assist transcribed Carol’s visit in real time, generating accurate, structured notes instantly. This removed the burden of manual documentation and enabled better care coordination across her care team.

That meant:

No risk of missed or incomplete details
Real-time notes that streamline team communication and coordination
Faster, more responsive follow-up

With providers saving six or more hours per week on documentation, Carol’s care team had more time to act on her needs and stay aligned, no matter how many touchpoints were involved. Together, these benefits helped Carol feel more connected to her care, with each step clearly communicated and thoughtfully coordinated.

doctor sitting at a desk listening to a patient talk and recording the conversation on a computer using Greenway Clinical Assist

Empowering providers, improving the patient experience

Carol’s provider no longer needs to finish charts late at night or split attention during appointments. That shift, made possible through ambient AI, offered a better experience for both sides of the care encounter.

And Carol isn’t alone in feeling the impact. According to recent studies, ambient AI documentation tools can lead to substantial reductions in clinician burnout—up to 63%—and notable improvements in work-life balance. That renewed energy and clarity translates to stronger provider-patient relationships and more effective care.

The power of an integrated experience

Carol’s journey shows how Greenway’s connected tools—Patient Connect, Referral Management, and Clinical Assist—work together to create a more personalized, efficient, and empowering healthcare experience. From start to finish, her care felt streamlined and supportive, helping providers spend less time documenting and more time delivering meaningful care.