Top 8 questions to ask when purchasing cloud-based practice management software.

Choosing the right cloud-based practice management software doesn’t only help you keep the Rands & cents accounted for, it also enhances processes & supports the flow of information & communication between your practice & patients. With so much riding on your choice of software systems, it’s in your best interest to choose one that isn’t just good – but one that’s right for your unique practice needs.

So, how do you choose an off-the-shelf cloud-based practice management software in a sea of products all claiming to support your practice’s business & financial needs? We’ve compiled a list of questions to ask a potential (or your current) provider to ensure you’re getting the best value out of the right fit.

1. How easy is your cloud-based practice management software to use?

Software is only as good as the user. Bear in mind that while sophisticated functionality is a ‘nice-to-have’, it’s of no benefit to you if your practice staff can’t use it. Very often, medical practice software is designed without direct input from the end-users, & what a developer might consider easy to use is sometimes not user-friendly at all for you or your practice staff.

Specific questions to ask your provider:

• What training do you offer to ensure my practice gets up and running quickly?
• Will my practice have easy support access should one of my staff members or I need it?

2. Does your cloud-based practice management software automate time-consuming admin tasks?

One of the immediate benefits of running your business more fulfilling with good practice management software is that it automates routine tasks & basic practice management processes that traditionally take up a lot of time & resources. Your provider should understand what these tasks typically are in a medical practice & include the functionality in their software. Think about what admin tasks take up the most time for your staff & ask your provider how the software can reduce or eliminate these tasks.

Specific questions to ask your provider:

• Does your software automate patient benefit checks so that my staff knows upfront how much the patient’s medical aid will cover?
• Does the software automate patient appointment reminders to save time calling to remind patients of their upcoming appointments?
• Can your software auto-reconcile eRAs so my staff do not have to spend hours manually reconciling RA’s line-by-line.

3. Does your cloud-based practice management software provide reports that are easy to understand & I can use to improve my practice’s performance?

Most practice management software offers reporting capabilities, but few provide a complete view of your business. Or if they do give you a detailed view of your practice, the reports are unnecessarily complicated & unusable. Reports that can’t offer you key insights into three critical areas of your practice – operational, financial, & clinical – negatively impact your profitability & the success of your practice.

Specific questions to ask your provider:

• Does your software allow me to generate operational, financial & clinical reports?
• Are reports easy to access & understand?
• Do your reports show trends month-on-month?

4. Does your cloud-based practice management software integrate with your electronic Clinical Notes / Electronic Medical Records (EMR) system?

It’s crucial that your practice management software can securely share data with your electronic clinical notes / EMR. Nothing derails your efforts to streamline & optimise your practice more than two systems that don’t ‘talk’ to each other. Avoid standalone software at all costs.

Specific questions to ask your provider:

• Can your practice management software easily integrate with electronic clinical notes / EMRs?

5. Does your cloud-based practice management software allow patients to schedule their own appointments?

Making it simple & easy for patients to book their own appointments is important for two reasons: Firstly, it helps to reduce admin costs & resources. Secondly, it improves the patient experience. Practice management software that offers an online patient booking platform is a valuable way to acquire new patients & retain your current ones.

Specific questions to ask your provider:

• Does your practice management software offer an online patient booking platform?
• Does the booking platform integrate directly into the software’s diary?

6. Is your cloud-based practice management software pricing straightforward?

As with most things, if something sounds too good to be true, it probably is. Be sure to know the actual cost of a practice management software solution. Many providers charge a very low fee per claim sent, but charge for separate licensing fees, or charge every time you want to check patient benefits or automatically reconcile an eRA, etc. These additional charges add up & you will end up spending far more than you bargained for. It’s essential to fully understand software costs and what functionality is charged separately before you sign up.

Specific questions to ask your provider:

• Are there any additional costs outside of the quoted price?
• Are automated tasks such as benefit checks, SMS patient appointment reminders & eRAs included?
• Is support included or charged separately?

7. Will you be charged extra for system upgrades?

When it comes to practice management software, you always want to use the latest version. Software updates are to be expected & ideally, your software package should include system updates at no additional charge. That said, some companies charge for software updates, so be sure to ask the question.

Specific questions to ask your provider:

• Do you charge for software updates?

8. Does the system enable you to communicate with patients?

Practice management software stores your patients’ contact details & one of the benefits of the right software is that it’s easier to communicate important messages with your patients. With the click of a button, your software should be able to send communication about holiday operating hours, new services available, vaccine reminders & more.

Specific questions to ask your provider:

• Can I send bulk &/or customised SMSes to patients using your software?
• Will the software protect client data?

What is most important to remember when shopping around for cloud-based practice management software is that you’re not just choosing technology – you are also selecting a technology partner who can help you run your business for maximum profitability & efficiency.