You may well think that you don't need to invest in a new office software package. Up until now, you've managed just fine with your old system and good old pen-and-paper notes for charting. The truth, however, is that it may be time for you to bring your office into the 21st century. With that in mind, we asked our panel of vendor experts what you should look for when selecting a new software package. Many of these packages have integrated modules and cover both office management (patient scheduling, billing, coding), as well as providing electronic health records for patients.
(Editor's Note: In preparing this story, Dynamic Chiropractic PracticeINSIGHTS asked a panel of industry experts how they would go about investigating software programs if they were in the market to buy one themselves. Obviously, an expert allied with a particular company will tend to be biased to that company's products. Therefore, in this series, we report the comments that reflect a consensus on the general characteristics that make for a good product in order that you may make an informed decision as you do your research into a particular product or service.)
Who Really Needs A Software Program Anyway?
Tonio Cutrera, marketing director for E-Z Bis, based in Lafayette, La., explained that current modern health care practices now demand the use of a software program that can keep up: "Software is an essential element in the chiropractic office of today. No longer is it possible to have a manual, pen-and-paper system for practice management. The complexities of insurance plans and the intrusion of government regulations have made computerization a necessity. Choosing the right software has become one of the most important decisions to be made in a chiropractic practice."
However, there may be other reasons you need to consider before updating your software. Derek Greenwood, founder and CEO of EON Systems Inc., located in Clearwater, Fla., explained some of the misunderstandings chiropractors may have about whether or not they need to consider a new software program. He stated, "In this day and age, it is all too easy to get the mistaken idea that there is no such thing as the right software for your practice. Many people are in apathy about software and have a 'who cares' kind of attitude. Still more believe that all billing software and noting software are basically the same, so they figure they might as well just buy the cheapest one. Others feel that software should just do what the government or insurance companies say it has to do and leave the rest of the office work to employees. If you are guilty of any of these viewpoints then you are missing out on what may be the greatest single improvement you can make to your office."
Make the Software Work For You
It may seem like you will have to make major changes in your office routine in order to accommodate a new software system. However, according to our experts, make sure that its the system that's doing the work, not you. According to Ryan Stenberg with Chirotouch, based in San Diego, "By choosing a software tailored for chiropractors, you are selecting a technology that is built around the concept of chiropractic clinic flow, and one which is sensitive to the particular needs of our industry. Choose a software solution that conforms to your office, not the other way around. Many products offer free demonstrations and personalized consultations to help you make the best decision before you purchase."
Our experts all felt that part of knowing how to select the best software to work for you is understanding just what makes your particular practice so unique. In essence, if you understand your office's procedures, you will be better informed to make the best possible software choice to meet your needs.
Aaron Jones, vice president of operations for TGI Software, located in Pensacola, Fla., suggested looking at how a new software package will affect the various aspects of your practice. He explained, "To fully understand how a software package will fit into your unique setting, try to consider how it will affect each of your employees individually. Your front desk has specific challenges to meet every day, and though the big picture you are trying to evaluate may not at first include their seemingly small and specific requests, imagine what damage you might do to the atmosphere in your waiting room by equipping the front desk staff with frustrating or sluggish software. Likewise, each other area in which your staff will interact with the software can be profoundly affected in a positive or negative way, depending upon your choice."
[pb]The Other Half of the Equation
Understanding your needs is only half of the story, however. The other half involves understanding what the software company can and cannot do for you. For Josee Morin of Platinum System, it all comes back to customer service. As she elaborated, "The most important point you need to consider when you start looking for a software for your practice, and especially for an EHR software, is the customer service. What kind of after-sales service can you expect from this company? Do they have a very structured customer service? If, for any reason, your system does not open correctly one morning because of your hardware or network, you need to be able to reach a technical person right away. You cannot leave a message on a voice mail and just hope that someone will call you back, sometimes a few weeks later. You need to find a software company that will provide a high level of service. To make sure that the service will be at the level you expect, you should ask for a money back guarantee in case the level of service is not what was promised. Just keep in mind that if you do not have a good after-sales service and you do not receive the help you need when required, this may cause delay and other consequences to your patients and, as a result, will increase the cost of the software."
Stenberg of Chirotouch agrees, noting the importance of making certain that there is a good fit between the software and your practice needs: "Take the time to read about each product, call the companies, and visit their Web sites for more information. Make sure the software is easy to use and significantly reduces your workload. Your software, not you, should be the ceaseless servant to your practice. By choosing a system that is affordable, task-automating, with good support and a comprehensive approach to practice solutions, you can invest in your future, offer your patients the ease and comfort of knowing they are receiving care from a cutting-edge chiropractic office, drastically cut down on your time and overhead, and build a foundation on which to successfully grow your practice."
8 Easy Steps To Finding the Best Software Package
So you've made the big decision to purchase a new software package for your office. Here are eight steps to guide you in your search.
Step 1: Sit down and write up a description of the perfect office. For example your perfect office may include things like getting paid fast for all services rendered, never having a patient just disappear, having electronic patient records and getting SOAP notes done in a fraction of the time.
Step 2: Make a list of all areas of your clinic that are not perfect as described in Step 1. List the problems in order of importance.
Step 3: Draw a line somewhere on your list where all items above the line are the problems that are a must be solved and everything below the line would be nice if solved.
Step 4: Gather a list of software companies and call them. From your problem list, ask them if they can solve each one of your "absolutely have to be solved" problems. If they can, ask them to send more information. If they can't, thank them for their time and hang up.
Step 5: When the information arrives, read all the material. As you discover a problem the software handles, mark it off of your list. It is best to have a simple computer dictionary on hand. If you still don't understand something, call the company and ask them what they are talking about.
Step 6: After you have read the materials, watch any demonstration disks that you received. You should now be getting a good idea of which software programs handle the problems on your list and which ones do not.
Step 7: Get a live demonstration of the software. This will give you a real feel for what it is like to use it. Remember to look for software that takes as few mouse clicks or keystrokes as possible and make sure the software flows from one thing to the next in a natural, easy manner.
Step 8: Decide on the software that will work the best in your office the best. This will be the one that handles the highest number of your identified problems. After you decide on the software, then and only then, ask the price. Remember this is an investment in your own future. It can cost you thousands of dollars if you buy one that does not do what you truly need.
Material from Derek Greenwood, EON Systems.
