I’ve been in the trenches for almost a month now. I am not just talking about the holiday season. My office has been onboarding a new Practice Management Software over the last 45 days. If you are thinking about making the same change in your office, I can share some of the choices we made and how to transition to a new system as smoothly as possible.

Why are you switching?

Whether you have technical issues with your system, or you’re considering onboarding Practice Management software for the first time, there are many factors to consider: cost, training time, infrastructure of your practice(s), and more.

You need to look at many moving parts before switching, and the best place to start is with your IT support. Some practices don’t have the luxury of hiring computer support, and if that’s the case, see if your current software provider can help. Some of the problems you may have with your current system may be remedied by the support you’re currently paying for. Use logic and deduction to eliminate small problems rather than creating bigger ones based on presumption.

Infrastructure and IT services

Let’s presume your problems are deeper: poor service response time, or lackluster help from your providers’ support. The next step is to consult IT services. The truth is that if you’re going to invest in a new system, you need the infrastructure in place BEFORE you start making any changes. This was difficult for my office; once we decided to switch, it took over a month to get the office ready to make the transition while a server was rebuilt. All patient data was backed up in case anything went awry during the software changeover. This required the staff to keep using an unreliable system that kept crashing, while watching training videos and trying to become comfortable with new software while continuing day-to-day operations.

Then there is the cost involved: do you need new computers? Will a central server be required? How about the costs to setup and help maintain the software? Loss in productivity while your staff learns how it works? And how do you fix the new problems that will inevitably arise? You may need someone locally to consult for the first few months, especially when it comes to computer problems. Younger staff may have the ability to help set up such systems. I’ve heard of offices who hired part-time IT support that also learned how to be opticians, lab techs, etc. There are many questions you need to consider before the first day of operation.

Getting the staff ready

If your practice has decided to make the switch and the wheels are turning to onboard your new system, the next step is a staff game plan. Transitioning to a new software management should not be news to your staff and they should be aware of the inevitable transition. Having the staff on board from the beginning is one of the most important steps. They can begin helping from the onset by being fully invested and excited for a better, smoother running practice.

Hiccups will occur. This is why training before launch day is paramount. Some software groups allow the installation of a “pseudo” account, which can be used for practice, and may not save patient records prior to launch. This allows your staff to try making test patients, and seeing how the software operates before implementation takes place. If you can anticipate problems ahead of time, your staff can figure out the answers before they have a patient standing in front of them, staring them down while waiting for a receipt to generate.

Conclusion

At this point, you might be thinking “Is this really even worth the headache?” Ask yourself this: how big is your current headache dealing with problematic software?

The point is that you need to be ready for problems on the road to a better system; Rome wasn’t built in a day. But let me tell you how wonderful the new system has been for us: easier patient records navigation, streamlined order entry, direct equipment integration, and insurance integration. Sure, we’ve had a few issues – but all of the benefits far outweigh the negatives. Our staff spends less time on the telephone with patients. We enjoy more interaction with our patients and less time getting frustrated with system crashes when orders are being placed.

Many of the problems we faced were anticipated and the office runs more smoothly now than it ever did before. Patience, practice, and levelheadedness allowed our office to integrate successfully and with less than one month before the holidays (and end of year flex dollar season! EEK!!). With similar planning and strategizing, your office and succeed with new practice management software as well.

Alex Bennett, ABOC. Alex graduated from Colorado State University in 2007 with a degree in Natural Resources Management. He has been an optician since 2008 and currently works in the Denver metro area. Alex is also a contributing blogger for DailyOptician.com and is completing prerequisite courses in order to qualify for optometry school. In his free time, he enjoys running, rock climbing and traveling.