Choosing the Right Software for Your Practice
SOFTWARE
Brandy Brimhall
CPC, CMCO, CCCPC, CPCO, CPMA
It’s difficult to know where to start when selecting the best software for your practice. With dozens of selections from which to choose, making the right decision can be a daunting task. For new or established practices looking to implement or upgrade software, some general need-to-know details will help better prepare you for evaluating and choosing the software program best suited for your needs.
You may have communicated with sales representatives from software companies to learn about some features of particular programs. One key thing to remember is that sales representatives, while necessary and usually very informative, generally have one primary goal—to make a sale. While there is absolutely nothing wrong with this, keep in mind that ultimately you aie responsible for the decision of which software to purchase. No sales rep will know your practice’s needs as well as you. One obstacle that practices sometimes encounter is being “sold” something and then discovering afterward that the choice made was not the best one for the practice.
Software is an investment, with all-inclusive software programs costing thousands of dollars. While the investment is necessary and worthwhile, owners/providers aren’t usually going to be willing to make that investment very often. Unlike some things where if a mistake is made, you simply try again, it isn’t that simple if the mistake is about software. In addition to the financial investment, the investment of time is something
to consider as well. There is a learning curve with software that includes necessary training, and a normal loss of productivity will occur early on while providers and teams learn the ropes of the new program. To prevent unnecessary loss of time or inefficiency in systems, this too must be taken into consideration when making a software selection.
Software is vitally important to your practice since it is one of the primary components of a solid foundation for practice structure and growth. Many oftice systems and procedures aie designed by, or even sometimes dictated by, the capabilities and limitations of software. Fortunately, many software programs now have advanced customization features that really do offer a practice the ability to make alterations or improvements that ai e best suited to them. After all, most practices aren’t exactly the same, and doctors and stafítiave different preferences, needs, and ideas in mind for their own practice’s functionality and efficiency.
The first step when making a software selection is really to decide what you need and want. It isn’t necessary to have a clear vision of this, but a general idea will likely save you time and possibly money as well. Also, note that this doesn’t mean just you—the doctor or owner—but it means the entire practice. Every person who will use the software in the practice should have input. This will help determine the specific software needs for the practice from several points of view. The following steps aie designed to be conducted efficiently while helping practices
make an educated decision about their choice of software. With your team, discuss and make note of the following items to have a more clear vision of your practice’s needs and interests for software.
^Software is an investment, with all-inclusive software programs costing thousands of dollars. 5 5
Estab] sh Your General Cr er i
1. Why are you upgrading or implementing software?
• Examples may include electronic health records (EHR), billing, reporting/stats, inefficiency of current software, etc.
2. What features are needed and wanted in a new software program?
• Examples of needs may include the ability to schedule for multiple providers; ease in documenting required treatment detail as well as wellness/altemative; billing and tracking logs to more efficiently monitor and maintain insurance follow up and receivables; etc.
• Examples of wants may include touchscreen/iPad compatibility; instant messaging system for employee communication; online patient portal for forms to be filled out in advance; etc.
• Consider separating needs and wants into columns to ensure that needs are met first, though both must be taken into consideration.
• Make note of any features of the practice’s current software that aie desired or necessary to have in the new software. An example may be that the current software has a very robust stats-keeping system, and you would like to have an equivalent or better feature in the new software.
• Consider any known features in your current software that cause inefficiency or extra work. This will help to identify additional wants and needs for new software.
3. What is your software budget?
• Note that you may find the need for some flexibility in this area. However, having a general range that you are willing or able to spend may be very helpful when narrowing down your final choices, or for determining which features are necessary to have and which ones can wait.
4. Do you have any current software candidates?
• If so, write down the name and website for each. Spend some time reviewing the website to become more familial' with the software. Make note of features you like and want to leam more about and questions you have for each.
• If not, or if you would just like recommendations from
^The first step when making a software selection is really to decide what you need and want. 5 J
others, reach out to peers or trusted affiliates for their recommendations. Ask questions about what they recommend and why. Also, ask if there is anything about the software being recommended that they would like to see improved.
When reviewing and discussing these four basic steps, be sure to consider each department in the practice. As discussed previously, software does change systems for nearly every person in every department. Also, consider some general duties that aie conducted, such as reactivation systems, accounts receivable management, patient billing and collections, product and inventory tracking, tracking of treatment plans, etc. so you can be as clear as possible regarding the practice’s expectations for new software.
Contact the Cand dates
1. Contact each of the software companies that the practice has listed as a candidate.
• Begin by asking any questions that you may have accumulated while going through the previous four steps. Give the sales representative time to provide any additional information that may be helpful to you.
• Ask if there are any current sales or specials because this may help determine when your final decision may need to be made. Most sales reps offer this information immediately, but not always. You may find that your practice is able to save some money simply by asking.
• Schedule a demo. Doctors and staff members should attend the demo session. If this isn’t possible, more than one demo may need to be scheduled. It is important for anyone who will use the software to see the functions and features as it pertains to his or her role. All staff members aie encouraged to ask questions and make notes of pros, cons, questions, and uncertainties about the software being demonstrated.
Use this opportunity to inquire about your wants and needs established by the previous four steps. This is also your opportunity to discuss cost and pricing. • Note that soft-
ware is generally quite comprehensive and more than one demo may need to be scheduled to thoroughly view the working components of the software. This may include documentation, data entry, billing, payment posting, stats keeping, and others. If another demo is necessary, schedule it immediately.
• Consider asking for references so that your practice might follow up with current software users.
Tipi : When inquiring about or discussing a feature of the software, sales reps may often reply hurriedly, “Yes, the software can do that.” Don’t just take their word for it—ask them to show you. It isn’t to suggest that you may be misled, but rather to suggest that it is important that you see the working functions of the software. After all, you wouldn’t buy a car without giving it a test drive and being comfortable with what’s under the hood.
Tip 2 : Inquire about the cost of tech support, upgrades, and storage. Note that software may require the practice to update hardware (computers, hard drives, etc.). If this is the case, gather information and make note of recommended computer brands, necessary memory capacity, and any other needs or devices that may be necessary or beneficial for your practice if using this software. Collect information about the estimated expense of these items as well.
Tip 3 : If the software is cloud based, inquire about the location of the server where your data will be stored. While software programs today have to meet strict guidelines for HIPAA and compliance, cloud storage is still occasionally outsourced overseas. It is important for compliance purposes to ensure that your patient data be stored in the United States.
2. Compare candidates once all initial demos are complete.
• As a team, review the findings, features, pros, and cons of each software program demonstrated. Consider preferences, questions, or concerns from each individual.
• Prior to making a commitment, any lingering questions or concerns should be resolved. This may require a conversation with a sales representative as well as a short demo.
• For customization purposes, many software programs have multiple features. Some come with the software and some may be added expenses. Consider those features that will absolutely be used and will likely be used by the practice to avoid the possibility of overpurchasing. Additional features always can be added later if it is determined they are needed or would be used.
3. Consider the practice systems.
As noted at the beginning of this guide, software is one of the most important components of the practice. The final step prior to making an official decision about software is to carefully consider how each candidate will fit among the current practice systems. What will be made more efficient? What may be less efficient? What other steps may need to be implemented to avoid oversight or error of necessary duties? Which tasks may take more time to complete correctly with the new software? What adjustments might the practice need to make to minimize being overwhelmed, making errors, or loss of productivity?
Finally, make a decision about the best software for the practice and begin the process of training and integration. Be patient during this process because it does take time. Be proactive about resolving uncertainties and reaching out to software tech support and training materials when questions arise.
Brandy Brimhall, CPC, CMCO, CCCPC, CPCO, CPMA, Director of Education, Director of Compliance Services, ChiroCode Institute, Chiropractic Compliance Solutions, His website is www.ChiroCode.com or www. compliantchiro. com
