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Upgrading, Part 2

In Part 1 of this article, we started to explore the process of upgrading practice management software. There’s little doubt that upgrading can be one of the most traumatic experiences for any office. Not only is there the issue of data conversion (which is often nowhere even close to 100%), there is also downtime for training and learning the new program. This can be a very stressful time for everyone and it’s not unheard of for offices to lose staff during this transition, so upgrading is not a decision to take likely.

In the past issue, we examined the need to change or upgrade software, how critical it is to back up your data before you start this process, backup options and what to back up and some problems to avoid. We’ll continue with another five important pointers.

6. Getting 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!) that are usually easy to close down. But what about programs running in the background that you might not see? Here’s how to find them: In most versions of Windows, you can go to the Start button, click Run, and 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 checkmark next to it. In many cases, these programs can and should be turned off. Some should not be turned off, so investigate the programs online or work with a computer consultant before you start randomly unchecking boxes.

7. When to Start
OK. 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. The fact of the matter is that upgrades and installations are not always as smooth as they are 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 on a day that the practice is closed during the week.

8. 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 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.

9. 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 or, if they do function, not with the software that you’ve used for years. The better prepared you are, the easier it will be to recover from a problem.,

10. 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 at internetdentalforum.org.

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 at drlavine@thedentistsnetwork.net.

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