Animal Health Solutions

30 Covetrus | covetrus.com Traditional technology vs. AI-powered ambient listening Busy veterinary practices have been using traditional dictation tools, such as voice-to-text transcription, for decades. While these tools can save countless hours of tedious typing, they often require staff to record, structure, and edit transcripts. With the advent of AI, modern voice-to-text tools can offer even greater accuracy. But ambient listening goes even further, harnessing technology and the power of AI to streamline workflows across multiple stages of patient care. Ambient listening tools run passively in the background, transcribing natural speech, such as the conversation between a veterinarian and pet parent in the exam room. They can differentiate between multiple speakers and filter out irrelevant small talk. Most importantly, they can structure the captured information in multiple ways: organizing it, analyzing it, summarizing it, and converting it into various formats depending on your needs. Some systems can flag potential omissions, surface relevant clinical considerations, or suggest possible treatment plans based on captured information. Streamlining the patient journey To understand how ambient listening works to improve practice productivity, workflows, and patient care, we spoke with Link Welborn, DVM, DABVP. As Chief Veterinary Officer for Covetrus, Dr. Welborn has played a crucial role in shaping the AI-powered ambient listening features in Covetrus' Pulse ® veterinary operating system. "Ambient listening has the greatest impact in history-taking, SOAP note drafting, client communication documentation, and post-visit instructions," Dr. Welborn says. "Its most meaningful benefit is allowing veterinarians and other staff to remain fully engaged with clients while still producing thorough, structured medical records, with substantial time savings." HERE'S WHAT THAT LOOKS LIKE IN PRACTICE: Pre-visit AI tools can generate concise patient history summaries from past medical records. This is vital for multi-vet practices where any clinician can quickly review the patient's past history. Exam Supported by AI-powered ambient listening tools, clinicians can focus entirely on the pet during the exam. The system works silently in the background, drafting a SOAP note in real-time. Post-visit Structured exam notes are immediately available for the veterinarian to review, edit, and finalize. Some systems can also generate discharge summaries for review using captured visit information, including clear instructions for prescriptions and home care instructions that can help improve client compliance. What to look for in ambient listening technology AI-powered ambient listening tools can reduce administrative burden while improving consistency in documentation. However, not all AI tools are created equal. Dr. Welborn suggests researching AI ambient listening options carefully to find the best solution for your practice. For example, some third-party tools tout compatibility with most practice information management software (PIMS) platforms. However, these often come with integration and data syncing issues. Choosing a system where AI is native to the PIMS, such as Covetrus Pulse, eliminates the friction of manual data transfers, helping to ensure a hassle-free user experience and uninterrupted access. Data security is also a key consideration. Look for solutions that offer enterprise-grade security, complete with clear vendor documentation regarding data security, storage, and ownership. Ambient listening: Best practices for success Once you've chosen an AI-powered ambient listening tool for your practice, Dr. Welborn recommends thoughtful implementation to reap the most benefits. Ambient listening has the greatest impact in history- taking, SOAP note drafting, client communication documentation, and post-visit instructions." DR. WELBORN, COVETRUS CHIEF VETERINARY OFFICER

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