Doctors at Owensboro Health are putting down their keyboards and picking up more meaningful conversations with patients, thanks to new AI-powered technology that documents visits automatically.
The software, called Dragon Ambient Experience (DAX), allows providers to focus on their patients instead of their screens by listening to conversations during in-person or telehealth visits and generating clinical notes.
“DAX lets us reconnect with our patients,” said Owensboro Health Assistant Chief Medical Information Officer Dr. Bridget Burshears, MD, FAAP, MHI. “In the era of electronic health records, we often find ourselves talking to patients while documenting on a computer, which creates a barrier. With this technology, that barrier is removed, and we can simply have a conversation.”
Patients must provide verbal or written consent before the tool is used, ensuring transparency and privacy. The software, developed by Nuance and supported by Optum IT, was introduced to nearly 50 Owensboro Health providers as part of a pilot program that launched on December 2.
Burshears said the feedback has been overwhelmingly positive, with physicians reporting better efficiency and more face-to-face time with patients.
“Providers have told us how much they’ve enjoyed being able to focus on their patients instead of worrying about documentation,” she said. “It’s been very well accepted, and many providers have already requested to keep using it beyond the pilot.”
The AI works through an app on a phone, securely connecting to Owensboro Health’s electronic health record system. Importantly, recordings are not stored on the phone itself, and all data is de-identified and removed after a certain period.
“This process is secure and private, and patients always have the option to opt out,” Burshears said. “Privacy was a top concern, and we did extensive research to ensure this tool meets the highest standards.”
Currently, the technology is being used for outpatient care across specialties, including pediatrics, family medicine, obstetrics, and surgery. It spans Owensboro Health’s ambulatory settings, including HealthPlex locations in Henderson and Muhlenberg County and offices in Twin Lakes.
Burshears said there’s significant potential for growth.
“We expect this to expand to emergency departments, inpatient care, and nursing assessments as the technology evolves,” she said.
While AI adoption often raises concerns about job losses, Burshears clarified that the tool complements existing roles rather than replacing them.
“This doesn’t replace jobs,” she said. “It generates a note that the physician reviews and signs after the visit. It’s about refocusing us on why we went into medicine — to build relationships and help patients.”
For patients, that connection is key.
“This technology allows for more personal, heartfelt conversations with physicians,” Burshears said. “It’s a win-win: better notes, faster efficiency, and stronger relationships with the people we care for.”
Owensboro Health will continue to monitor the tool’s success as it explores broader applications for the technology.
