Finding the Right Practice Management Software
By Pattie Stechschulte
Chiropractors make difficult choices every day. One of most trying decisions
will come the day you realize that your practice has outgrown your current practice
management software.
Selecting new software is not a trivial task because you have to be aware of
major trends while planning for your practice’s future needs down the road.
In order to choose the right software for your practice, you will need to explore
the limitations of your current system, then assess your existing needs before
starting the selection process.
Assessing Your Needs
Once you make the decision to search for improved software, you must sit down
with your staff members and chiropractic assistants to make a wish list. The
staff will be the ones using the software most of the time, so you should pay
attention to their concerns and needs in running the office better and making
their jobs easier.
They will usually have a better insight on how to improve patient records and
billing, since that is their job. The wish list should eventually take the form
of a checklist to be used when you start looking at software packages.
One option you might consider is to submit the final list you have compiled
to the vendors. Ask them to submit a proposal on how their software will address
or solve your specific problems.
The result of your request will not only give you an idea of their software
functions, it will give you an idea of the level and quality of service you
can expect from the software vendor. If they don’t answer all the questions
to your satisfaction or if they turn it in after your deadline, it will be a
telling sign of the type of support you will receive from the company after
you purchase the software.
Also, take stock of your current computer hardware and compare it to the requirements
from each vendor. The important things to look at are how much memory the computers
have and what operating system the computer runs on. If your computers are more
than a few years old, chances are you will need to purchase new computer stations.
Typically, current practice software needs to run on a Windows compatible computer
that has:
You will need to also look at your peripheral hardware including laser printers,
a scanner and personal digital assistant (PDA) or Palm computer that will further
enhance the functions of the system you choose.
What’s Out There?
Roughly, there are about 30 software companies that market practice management
software solutions to the chiropractic industry which vary according to size
and details.
Some low-priced packages are targeted to recent graduates or part-time chiropractors
and offer to manage your practice by submitting electronic claims, scheduling
appointments, collections and patient accounting. The good side of these programs
is their low costs, ranging anywhere for $150 to $600, but the downside is that
they are limited when the practice starts to grow because the features are very
basic.
“Most chiropractors start just out of school carrying an awful lot of debt,
and they buy whatever is cheap with the notion it will build their claims and
if and when they need something else, they will buy it when it becomes necessary,”
explains David VanRiper from InPhase Technologies. “Generally, by the time
they need it, it is already getting in the way. To switch over to something
else becomes a challenge, which is a difficult transition for a growing thriving
practice because you all of a sudden you throw on the brakes.”
The higher-end packages will cost up to $3,000 depending on how many workstations
a larger practice will require. The features have advanced a great deal in the
last five years, making the daily work easier for the chiropractor, chiropractic
assistant, accounts receivable clerk and front desk help.
Electronic Billing: One of the best features is the ability to process all your
insurance claims electronically; this ability will simplify your office procedures
by reducing staff time and postage costs. Also, for those practices that work
with clearinghouses, many programs have an insurance tracer tool that works
with the clearinghouse to electronically track all the claims that you have
submitted and have not yet been paid.
The more advanced programs can also allow you flexibility when doing your billing
by allowing you to file insurance claims to more than one company for each patient.
Most software also will simplify your dealings with HCFA, Worker’s Comp
and Medicare, by having all the necessary forms within the program.
Patient Records: Going beyond the typical necessary information, name, address,
date of birth, social security number, gender, etc., you now have the ability
to download and attach photos and X-rays. New software can make it easier to
send personal birthday cards and new patient welcome letters with automatic
reports and mail merging for internal marketing tasks that send a personal message
from the doctor.
Since retention is also a reoccurring problem for most chiropractors, some software
programs are perfecting retention reports and systems that make it easier for
the front desk staff to keep up with these tasks with daily call sheets.
“We focused on handling patient retention by developing a system called
a black hole list. Any patient that leaves without a future appointment gets
thrown on this list to be called and then it simply becomes a contact manager,”
VanRiper says, describing a unique feature of the InPhase Technologies software.
Appointment Scheduling: The staff can set an appointment by simply clicking
on the date and time, and they also can set multiple or recurring appointments
and print schedules for patients.
Reporting: Reports abound in new software programs that will track anything
from office growth to income sources to new patient referrals to retention levels
on a daily, weekly, monthly or yearly basis.
Documentation: The greatest advancement in this area has been the use of PDA/Palm
computers in completing narratives and SOAP Notes. The chiropractor can use
the hand-held computer in the exam room and click on a few buttons of the notes
program to create a narrative for insurance purposes, instead of having to sort
through files and write out each patient report at the end of the day.
“This is an area where people are trying to free themselves of time because
it does take a long time to sit there and write notes after you have seen patients
all day. That is where the PDAs are coming in handy because they can carry them
in the room, do the note right there and be done with it,” said Art Waldman,
senior software engineer at Life Systems, which produces ChiroPad 2002, ChiroOffice
and Cairo software. “They are looking to be more streamlined in their practice,
where they don’t have to do double-data entry, they don’t have to
do extra work.”
New voice recognition software is available, allowing doctors to produce patient
notes and correspondence from the spoken word. The problem is that this software
is in its infancy stage, so it doesn’t always translate perfectly; in addition,
there are no programs specifically designed for chiropractors yet.
Conversions and Support Issues
Beyond looking at the features of the software, there are other concerns to
be addressed related to a software purchase. One of the most important questions
to ask is about the conversion process.
Basically, the question is: Will your new software be able to communicate with
your old software to transfer all the patient data. If it doesn’t, your
staff will have to re-enter all the information manually into the new system.
Many practices do this, but it will require more time and you will have to plan
for it along with the staff time and cost involved.
Another matter is technical support after the system is up and running. You
should have an agreement with the software vendor about the availability of
their technicians and the costs involved. You will need to have the following
concerns addressed about their support system:
The Selection Process
Once you have reviewed the available software and narrowed down your list of
possible vendors, you need to request a demonstration copy of the software.
Many vendors already have this feature on their web sites, but those that do
not will probably send you a CD in the mail or send a representative to your
office.
Develop a survey sheet and have your staff play with the software to rate each
one on their features and functions. After you have reviewed all the software
choices, slim down your choices to two or three, then contact their sales person
to ask for an in-house demonstration.
During the meeting, you and your staff will have the opportunity to ask specific
questions and actually see how the software can improve your operations. Have
the sales person demonstrate every function of the software, from entering a
new patient to printing an income report to submitting an electronic claim.
At this time, also ask the sales person to give you a list of current clients
that you may contact for references.
After the demonstrations, you should be able to make an intelligent choice based
on the research and hands-on trials conducted by your staff.
Implementing the System
Now that you have purchased your new software, the only obstacle left is put
into practice at your office. Make sure it is outlined in your agreement who
will be installing the software and training your staff.
Schedule the installation during a down period in your practice because you
want as few distractions as possible for installer. The same philosophy should
be applied to training your staff on the software, so a class should be conducted
on an off day or in the evening after hours. It will be easier for them to learn
if they are not interrupted by phone calls or patient requests.
Also, you should encourage your staff members to experiment with the software
functions and possibly offer bonuses to them once they have mastered their specific
job duties on the new software.
Pam Eaton, the office manager of Eaton Chiropractic in Kennesaw, Ga., implemented
a new software system in January. “I would say that it has increased our
practice 30 percent, time-wise and retention. I can take somebody that has never
been to a chiropractor, that has never done any kind of computer work at all
and put them on my front desk and train them in a half a day,” she stated.
By properly assessing your needs and evaluating the software available, you
will make an intelligent choice that will cohesively grow with your practice
and have positive affects to the bottom line.
About the author: Pattie Stechschulte is an award-winning writer for Today’s
Chiropractic magazine. Inquiries should be directed to her at 1303 Hightower
Trail, Suite 101, Atlanta, GA 30350 or e-mail pattie@stechschulte.com.
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