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Upgrading Your Dental Software

Over the past few years, there have been a number of changes throughout the dental industry. Probably the biggest area of change is in the practice management software systems. Most of the companies will release updates or upgrades to their programs yearly, if not more often. In these cases, dentists need to consider changing or, at the very least, upgrading their current software. While it might seem like an easy process, there are many potential pitfalls. This article will explore a number of considerations to making the process a bit less painful.

1. Do you make the change?
Often this first decision is the most difficult. If you are using a program that is not being supported, my advice is that you make the switch now. You will have difficulty getting technical assistance if a problem develops and your software will not have updates, such as new CPT codes. The tough choice comes when your current software has simply released an update. In many cases, dentists pay for yearly support that includes any updates that are released. Dentists need to know exactly what this update provides and evaluate for themselves if the change is worthwhile. Keep in mind that PMS programs are complex, and new versions will almost always have bugs or other issues that need to be worked out. Sometimes, keeping with your current, stable version will make more sense.

2. The Importance of Backing Up
If you go ahead with the update or new software, there is nothing more important than backing up your data. It’s been my personal experience that more than 80% of all offices back up either too infrequently or their backups are corrupted and would not restore the data in the event of a catastrophic loss. The best way to test this is to install the program on a separate computer and import the backup data to test for integrity. Even when not considering a software upgrade or installation, offices need to develop systems of consistent, reliable backups that will involve having the data at another location. The backup won’t do you any good if it is in the office and the office is vandalized or affected by some disaster like flood or fire.

3. Avoiding a “Gotcha”
One problem that can often happen is when a program changes its main file name. In a networked office, the typical setup is to have a main server and the workstations “map,” or point to, the folder or filename on the server. In some cases, updating or installing new software changes the name of the file or folder. In this case, all the network mappings would be lost. Dentists should check with the software company before upgrading and work with a networking specialist if necessary to minimize their down time.

4. Pointers for a “Clean” Install
In order to try to get as clean an installation/upgrade as possible, you should close down any programs that might be running in the background. Many computers have anti-virus programs running (and if they don’t, they should!) and these are usually easy to close down. But what about programs that are running in the background that you might not see? Here’s how to find them: In most versions of Windows, go to the Start button, click Run, and then type in “msconfig” (without the quotation marks). In the window that opens up, select the “Startup” tab. Every item that starts when your computer boots up will have a check mark next to it. In many cases, these programs can and should be turned off. Some you cannot, so look up some of the programs online or work with a computer consultant before you start unchecking random boxes. As an added bonus, depending on how many programs you turn off, you should see that Windows boots up much faster. The other factor that will help this process is to defragment your hard drive (typically found under Programs/Accessories/System Tools/Disk Defragmenter. When you write data to hard drives, it often becomes fragmented as different parts of the same file are spread throughout the hard drive. Defragmenting will reconnect these files and speed up the system, and allow your installation to be written to one contiguous area of the drive.

5. When to Start
You’ve cleaned up the hard drive, made a backup and verified that the backup can be restored. Are you ready to proceed? My best recommendation is that this is not something that you want to attempt on Friday afternoon at 4:30 PM. Although most of the PMS programs have taken pains to develop installation routines that are easy to follow, they are hardly foolproof. Many doctors found out the hard way that software that was compatible with Windows 98 or 2000 didn’t work properly with XP. Keep in mind that you typically have many integrated programs trying to function together, such as PMS, image manipulation, databases, Microsoft Office, Internet browsers and many others. The point is, upgrades and installations are not always as smooth as they were designed to be. And when things go wrong, you need to have someone to call. Make sure that the software company is available to help in case of a problem. Make sure that your computer/networking consultant knows your plans and can offer assistance if necessary; you might even consider paying an expert to do the install and give yourself some peace of mind! I would certainly recommend that the install occur on your day off or a day that the practice is closed during the week.

6. Training the Staff
Your staff can be a great resource to assist in this process. Many doctors I’ve spoken to are surprised to see the level of knowledge that the staff has when it comes to computers and the software. If you haven’t done software training for your office, now is the time to consider this. These programs can be extremely complicated, and the more they know about the software and how to troubleshoot, the better off you will be. All of the major software companies offer various levels of training, from telephone and video/DVDs to on-site training. Find the method that will give you the best level of training; it’s one of the smartest investments you can make. And don’t limit the training to just one or a few staff members. Everyone in the office should become proficient in all aspects of the software, whether or not they have “clearance” to perform all the functions. You never know when a staff member might leave the office and their knowledge and training leave with them, so be prepared.

7. What can go wrong?
In a word, everything! Murphy’s Law was practically invented for computers and software! You could corrupt the data. You could make your operating system unstable and prone to frequent crashing, if it even boots up at all. Your digital cameras or radiography systems might no longer function, and if they do function, it won’t be with the same software that you’ve used for years. You could lose your ability to see other computers on the network, your ability to send e-claims and too many other problems to mention. Make sure that you have ALL the discs that came with your computer systems and the components handy: the operating system, driver files, installation discs and manuals. The better prepared you are, the easier it will be to recover from a problem.

8. Fixing It Right
Even with the best of efforts, some offices will get into trouble that they cannot fix on their own. Some good advice is to have phone numbers available for people that can help. The software company should have a toll-free support number. Some are better than others at having technical support reps accessible in a timely manner. If you worked with a computer company to build and install your hardware and software, make sure they are available. Keep manuals and software nearby for all the components in the systems. There are many online resources as well, such as the Dental Town message boards (my personal favorite!) at dentaltown.com or the Internet Dental Forum, internetdentalforum.org.

Software upgrades and installation shouldn’t be a difficult process, although it often turns out this way. The office that properly evaluates the reasons for upgrading and prepares for all eventualities will find the process to be smooth and rewarding. Software is constantly evolving, and dentists shouldn’t have reasons to hesitate with an upgrade if the newer version will increase their ability to run a better practice.

Lorne Lavine, DMD is the Founder and President of Dental Technology Consultants. Dr. Lavine holds two prestigious certifications, the A+ Certified Technician designation and the Network+ Certified Professional. These designations demonstrate proficiency in computer repair, operating systems, network design and installation. Dental Technology Consultants provide dentists a full range of services relating to the implementation of technology.

Dr. Lavine can be reached directly at 1.866.204.339 or drlavine@thedentistsnetwork.net.