The Process of Comparing Dental Software Systems

The Process of Comparing Dental Software Systems
Monday, April 8, 2013

I hope that with the introduction of “next generation” dental software, imaging software, electronic dental records and electronic health record software, the dental industry will get past the status quo of just using the software they've been using in the past without questioning whether there is a better mousetrap.

If you want to have the best software that will meet the ever-changing landscape of healthcare and dentistry, including changing reimbursement models and other innovations, you must open your mind to new horizons.

However, comparing and selecting “next generation” software is a process like nothing you've seen before. The complexities and nuances of software dictate that to be successful in choosing something that meets your ultimate needs, you can't just look at what you see on the screen. That can be shortsighted, myopic, and lead to a wrong decision.

There are many other factors in making the right decision. Does your vendor follow a detailed implementation and training process? Does it have a process for timely support including escalation for problems that don't have immediate resolution? And of primary importance, does it use up to date, nonproprietary and scalable technology. Are they set up to succeed in what is perceived to be a future explosion of dental electronic health records features and functionality?

When I work with practices helping them to select technology my IT background kicks in and I try to get my clients to focus on the technology itself and not just the cool graphics and buttons they can view on the screen. In workshops and seminars I do around the country regarding electronic health record technology selection, I try to give my audience the image of an iceberg where the 10% above the waterline represents what a dental practice sees with a piece of software, and the 90% under the waterline represents the underlying technology that drives the software. My question is "Would you purchase a Ferrari (i.e. nice on the outside) that had an underlying Hyundai engine?"

So let's say after reading this column you've drunk the Kool-Aid and agree that even though your present software vendor could potentially have the best software for your short and long-term needs, you would be doing yourself a disservice if you didn't at least explore other options. If anything, to know you’ve at least done your due diligence in the way of comparison, and you know you made the right decision.

How do you go about doing these comparisons with minimum effort, time and expense? Because if you follow the process that many practices presently use to choose software you'll wind up spending hours surfing the net, talking to friends, or worse yet, becoming dependent on countless unproductive and confusing demonstrations from the salespeople who might not care about what's best for you.

Searching for new dental software is an area where you need to engage your scientific training and analytical thinking skills that got you through dental school in the first place.

Following an Analytical Evaluation and Selection Process

It is most beneficial to develop a stepwise and analytical evaluation and selection process. This reduces the "shooting from the hip" approach many practices unfortunately engage in when selecting sophisticated software.

This is a comparison and filtering approach along the way that consists of the following major steps:

  1. Put together an internal selection committee. Whether you are a small practice with a few staff members, or a large group with many employees, it is imperative that all clinical and administrative staff that will ultimately be using the system have input into specific needs.
  2. Development of a Request for Proposal that documents all your needs and questions on functionality, technology and vendor performance. Analyzing RFP vendor responses will give you an apples-to-apples approach when making comparisons. And a side benefit of this is the RFP can become an addition to your final vendor contract
  3. Conducting scenario-based demonstrations. Instead of the vendor showing you what they want you to see, you can request to see features and functionality that represent your daily workflow for patient visits and other everyday tasks.

A detailed checklist of implementation steps is available.

A Helpful Salesperson or Account Rep

As mentioned previously, evaluating a “next generation” system is multifaceted, and the only way you can succeed and make an informed decision is by obtaining all the information you need when you need it. That's where your vendor representative comes in. I've heard too many negative stories of salespeople and account reps that don't understand that they are accountable to your wants and needs during the evaluation process.

In addition to addressing your issues and concerns, vendors should also exhibit certain “soft skills” such as the ability to understand your needs and demonstrate what you ask for, a desire to engage you by asking questions, and a willingness to think outside the box and deviate from their prepared script.

Conversely, be aware of those vendors who exhibit "red flag" behaviors, such as one-sided conversations, discussion of solutions before they understand your needs, and feeling the vendor is exclusively in "sell mode." The liberal use of technical jargon to impress or confuse is a red flag, and watch out for vendors who make promises about future features, as these might not materialize. (This is the reason such features are known as vaporware.) Worst of all, and wholly inexcusable are salespeople or account reps who have previous relationships with you and feel because of that familiarity, they can just cruise and don't need to do the heavy lifting to get you what you need. If the vendor exhibits these behaviors, politely excuse yourself.

Lessons Learned?

So, how can you ensure that you choose the best “next generation” dental software that will meet your needs now and into the future?

  1. Don't just take the easy route and accept what your present software vendor offers without understanding what other options are on the market.
  2. Demand that your salesperson or account rep is there to take care of your needs all along the way and not just thinking about a commission.
  3. Follow a stepwise, analytical process to compare and evaluate different options that are available…More commonly known as the "best-of-breed" approach.
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