The digital world is ever-changing. Years ago, automated client reminders were a huge thing. A task that could take a staff member days to complete was reduced to a few buttons. Then, the responsibility for reminders moved from the veterinary practice to a third party. As software evolved, reminders sometimes came back in-house.
It’s strange to think back to the days of walking into a clinic and seeing walls of files and paper everywhere. It seems like yesterday that business computerization choices were few. Today, however, the options feel endless and the possibilities exciting. Unfortunately, however, choosing a practice information management system has gotten more complicated.
Bright and Shiny Objects
Emerging technologies enter the veterinary community all the time. What role will they play in the practice of tomorrow? From cloud products that adapt and morph as needed to artificial intelligence helping with operational efficiency, many choices are to be had. How does a practice owner decide which new technology to purchase? Time is of utmost importance in a veterinary clinic. Efficiency saves time. Can implementing something new harm or improve the efficiency of the practice or staff? The only way to know is to do a deep dive into the needs of the business.
With new technology comes new providers, some familiar and some from another business sector. Does that mean the newcomers are great at what they do or well-positioned? Do they understand the needs of today’s veterinary practice? Partners are essential.
Walking the floor at veterinary conferences, you hear the pitches. “This product will revolutionize that part of your practice!” However, will it be at the expense of another part of the practice? All too often in our businesses and personal lives, we jump at something that seems fantastic in the beginning. Think about TV commercials. The products advertised promise to solve myriad issues. But then one is delivered and you realize it does only one thing really well, or maybe it’s not all it was cracked up to be.
Daily Life
Watching the tech side of veterinary life, I always see new and exciting products. For example, take mobile apps. Each one, like other software products, does certain things best. But do they do what you need to do? Some apps are more client-focused, and some might be add-ons that help with daily functions. For example, a client is calling, but can you quickly open a computer window to locate the patient record? What about callbacks and follow-ups? How does your team handle them today, and what could be improved? Would a client like a text or verbal message? Does all this work take a lot of in-house resources? Could a new product help with the tasks?
Artificial intelligence is coming to more areas of the veterinary community. You’d think AI would eliminate a lot of the guesswork and people work, but like any other computer program, AI must be told what to do. How much control would you have over it as a business owner?
Health care, in general, is moving forward with more AI. From auto-generated callbacks to picking up X-ray abnormalities that a human may miss, the possibilities are endless. But what is the value to your practice? Research to make sure you select the right vetted partners. After all, you’ve seen good artificial sweeteners and bad ones.
The possibilities for technology and how it will affect the businesses and employees of the future are many. One of the most basic technologies in a veterinary hospital today is practice information management software. It’s the hub of the clinic and has been for many years. How is yours functioning? Are there missing parts, lost reports, and lots of cut and paste? Implementing a new timesaving feature can cost extra time if the product doesn’t communicate well with everything else.
Given 25 to 30 base PIMS products on the market — each with its high and low points — what does the end result look like for you? Some veterinary practices buy a new system based on new needs without understanding that it won’t satisfy an older requirement.
Homework is always involved when you implement new technology. Don’t limit your questions when speaking with a manufacturer or distributor. The unasked questions are the ones that lead to issues down the road.
What’s Running?
Since we’re talking about the basics, let’s begin by taking inventory of what’s in your practice today. You can’t research a new product until you fully understand everything you already have. Plugging in or downloading something new could upset a lot of something olds. List all the products functioning in your hospital today. If possible, list the age of any hardware equipment. Also consider:
- Do you have apps or digital medical devices that will need to connect to your PIMS? What about laboratory equipment and pharmacy cabinets?
- Which communication devices does the team use to monitor patients, locations or staff members? Any whiteboards or electronic boards?
- Which programs do team members regularly or infrequently access?
- Do you use the cloud for confidential file safekeeping, open-access document storage or both?
- What items still require printouts, and what’s the hardware? There’s nothing worse than picking a software product and later discovering it’s incompatible with a particular piece of hardware.
- List everything that’s not connecting to your PIMS today but that you want to connect to tomorrow.
Justify It
Conducting an inventory is an excellent first step. The next list is even more crucial, and it starts with this question: Why do you want to change your practice management software system? The list needs to be precise and complete. “The current one looks old” might be accurate, but that’s not always a reason for a change.
Therefore, ask team members what they think. Include what everyone likes about the current product. These become the must-haves — features that benefit the practice and are used consistently throughout the day or to generate financial reports, for example.
You’d think every software offering contains the basics, but that’s often not the case. Each creates a client record and invoice, and they usually keep track of reminders, but that’s where the similarities stop.
If you conclude that you need a new PIMS, ask the manufacturer or distributor these questions:
- How automated is the invoicing, and can it account for services completed during a whiteboard process? Can it create bundle codes, and how easily can they be manipulated while invoicing?
- Will lab work automatically go into the patient record and be billed accordingly?
- Does the inventory count reflect a newly invoiced inventory item? How are dispensed products removed from the inventory? First in, first out? Last in, first out?
- What about payroll? Can I withhold specific services or items from the commission? Is it done automatically? How are commission reports created, and are they based on invoices paid or initial sales?
- What kind of security is available? For example, will all transactions be recorded, listing all changes and deletions? Can I restrict certain users from deleting and crediting?
- Does it offer speech recognition for medical notes?
- Does it have a medical spell check?
- Does it support payments made in an exam room or the parking lot?
- What’s the conversion like from a legacy product? This area must be a huge consideration, and it bears scrutiny.
The questions above aren’t all-inclusive. Only your practice can create an appropriate list.
Finally, don’t be afraid to quiz the person performing a product demonstration. Check questions off your list, learn new things and discover any system shortcomings.