Impact of Emerging Technologies on Outpatient Care Quality: Mixed Methods Study.
Inas Al Khatib, Mahmoud Awad, Abdulrahim Shamayleh
Digital tools in outpatient clinics improve efficiency and access but do not automatically make care feel more personal.
The review of 53 studies and 19 experts found that training, usability, and digital literacy determine whether technology actually helps patients.
Key findings
1Synthesizing 53 peer-reviewed studies and 19 expert interviews, the review found that digital technologies generally enhance several dimensions of outpatient service quality, but implementation alone does not automatically improve patient-centeredness or empathy.
2Among the technologies reviewed, RPA received the highest level of expert consensus (84%), followed by telemedicine (74%) and AI-enabled insurance processing (71%), for improving operational efficiency and reducing waiting times.
3The review was limited by its qualitative nature, reliance on expert perspectives that may not generalize across all outpatient contexts, and limited patient-reported outcomes that restrict conclusions on direct patient experience.
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What it does not show
The review synthesised qualitative evidence only; no meta-analysis was possible due to heterogeneity in study designs and outcome measures, so no effect sizes or pooled estimates are available. Only 19 experts were interviewed, and their perspectives may not represent the full range of outpatient settings or patient populations. The search was restricted to English-language articles published between 2017 and 2022, excluding earlier foundational work and non-English research. Patient-reported outcomes were limited; most evidence came from clinician and organisational perspectives rather than from patients themselves. Several technologies included (e.g., AI in insurance processing, connected ambulances) are still evolving, so their long-term impact on care quality is uncertain.
Declared interests
The authors declared no financial support and no conflicts of interest.
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