Dustin Cunning, a member of Renascent’s Client Care and Access Centre team. This past year, our Client Care and Access Centre team made over 23,624 connections (phone calls and emails) with people looking for support.

Every year, Renascent’s Client Care and Access Centre (Access Centre) completes hundreds of intakes and assessments. As part of this process, the team’s clinicians lead potential clients through a series of standardized questions over the phone to help determine which level of care best meets each person’s needs.

With every client’s consent and the click of a button, an AI-powered clinical documentation assistant called Heidi Health now joins each call. Working quietly in the background, Heidi Health allows Renascent’s clinicians to focus more fully on the potential client, their care and connection.

“Typically, conversations during the intake and assessment process are deeply personal, emotional, and complex. The person may be speaking quickly, struggling to articulate their experiences, or are sharing important details about their substance use and health. In these moments human connection and active listening are critical,” shares Glen Adams, Manager of Renascent’s Access Centre.

This is where AI-powered scribe tools can help. These tools securely transcribe conversations and help clinicians create accurate, comprehensive clinical notes in real time, allowing staff to focus less on note-taking and more on what matters most: the person on the other end of the line.

“By leveraging AI-supported documentation our clinicians can focus on building trust from the very first interaction,” Glen adds. “Most importantly, clients feel heard — and that connection matters.”

The impact has been significant. Staff have been able to create a fuller picture of each potential client’s care needs which in turn helps our clinicians make more informed placement and treatment decisions.

As Renascent continues to explore innovative ways to strengthen addiction treatment and recovery support, cutting-edge tools are helping enhance both the client and staff experience without losing the compassion and human connection that remain at the heart of Renascent’s care.

Renascent’s Access Centre team undertook a thorough pilot and review process before implementing this AI tool, to ensure that it met the organization’s rigorous privacy and technology requirements.

PICTURED ABOVE: Dustin Cunning, a member of Renascent’s Client Care and Access Centre team. This past year, our Client Care and Access Centre team made over 23,624 connections (phone calls and emails) with people looking for support.