When it comes to choosing clinical software, it can be tempting to just go with the one you’re familiar with, or the one that colleagues tell you is good. Plus, you’ve probably heard stories about challenges others have experienced in changing software – data not coming across, the inconvenience, needing to retrain everyone and get used to the new program... These aren’t insurmountable, but if you can avoid the need to change, that’s preferable right?!
But with so many options out there, how do you know which program is the right one for your practice?
The answer is to do your research, ask questions and evaluate the options - you’ll be able to make an objective decision, based what is right for YOUR practice. Read on and you’ll see that it’s worth putting in the time and effort.
Consider the wants and needs of all stakeholders
Firstly, who are the stakeholders to consider in this case?
Anyone who in your practice interacts with the software and relies on it to facilitate and support:
The service they receive - patients and clients.
The service/care they can provide – clinicians, reception/admin, practice manager.
Their ability to perform their role - bookkeeper/accountant, marketing, researchers, IT support.
Their capacity to manage, plan and make decisions – practice/business/business development manager, owners/directors.
A thorough review of the software programs available is going to consider the options from the perspective of all the above (and maybe others for your practice) and their specific needs.
Where do I start when reviewing functionality?
This is a great question and one we’re often asked.
With your above list of stakeholders complete, do a deep dive into what their ideal experience would be.
When considering your patients or clients for example, a great starting point is to review the patient journey as facilitated by the different programs and the user touch points. Ask questions like, does it…
Support online bookings?
Provide information to them in they way they want to receive it – things like SMS reminders, notification when they need a new referral, emailed information and receipts?
Have a patient portal where they can access and provide information directly?
Send them a recall?
Let them know they need a new referral?
Have eScript functionality?
Obviously, your clinic would need admin systems and processes (and training) in place to support use of the functionality, but at this stage you’re asking questions to identify what would be possible. At the crux of it, what will support the experience and interactions you want patients to have with your practice?
You can get even more information by asking your team, family and friends, about the experience they want themselves when communicating and interacting with healthcare providers. As well information to help in your software decision, you never know what other improvement ideas you’ll get to help your practice deliver great service and care.
When you’re identifying the needs of different stakeholders – get their input
We’re definitely not suggesting that you disregard input from your colleagues. They’ll be a great source of information, particularly if they’ve experienced different packages. But there are lots of others to talk to.
You’ll want to find people in each stakeholder role who are open-minded to change and can be objective. As you know, it’s often more comfortable to stay with what’s well known, but it’s not necessarily the right thing for the longer term. Ideally too, they will have experienced different programs so know what’s out there in terms of potential functionality.
Get them to consider things from the perspective of their role, like their wants and needs around:
Optimising and streamlining their communication to and from all parties.
Accessing and providing the data they and others need.
Ease of use in their day-to-day role.
Minimising duplication of effort – things like converting notes to letters/reports, billing data straight into invoices and other automation.
Slicing and dicing data – whether it’s for financial reporting, decision making, marketing or research.
Maximising security – such as capacity internally to lock data/access for different users, remote access etc.
Creating accountability – checking of items billed, ensuring tasks have been completed etc.
Assistance and support from the software company.
Supporting business continuity and compliance – cloud/local installation, processing speed, access if the internet goes down, data storage and backup, etc.
Then, what else would they like from the software, in an ideal world?
Get them to create lists, then thoroughly explain their needs to you.
What else should you consider?
When you’re getting a demo, the sales team will emphasise the features and functionality they think you’ll want in your role – it makes sense, but can distract you and cloud your evaluation. So, once they’ve gone through their spiel it’s time to refer to the lists requirements from your different stakeholders. You can also have other team members involved in the demo – consider people like your practice manager, or different types of clinicians who’ll want different clinical functionality.
Don’t just rely on what the sales teams tell you. Ask to talk to different types of users and get their feedback – about their experiencing transitioning to the software, plus the support they’ve received from the company - when they first started and ongoing.
Ask questions and keep going back to ask more as needed. This is a significant business decision, and you need comprehensive information to support your decision.
Is the software provider developing new features and functionality? Are they listening to their users, being responsive and investing?
Of course there’s cost to consider. We haven’t talked about it until now though, as to evaluate value for $ you really need to have assessed all the above first.
What we’ve covered here isn’t exhaustive, but it’s a starting point and based on the above, we think you’ll agree that the right software can be so much more than a “patient management system” or “electronic medical record”!
The Augmentum team can assist you through your clinical software decision-making process, and/or to project manage all parties to get it set up and your team working efficiently and effectively.
We also provide a broad range of consultancy services, supporting healthcare business owners and decision makers in other key areas such as strategy development and action planning, building effective foundations and teams, keeping their finger on the pulse, and driving growth and success. Get in touch to find out more, or check out our website www.augmentum.com.au
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