Choosing software is complicated and should never be taken lightly. Too many times providers jump into a decision on selecting software and then find themselves dissatisfied with the outcome. It should be simple: demo all the choices, focus on the items you dislike in your current system, make sure the new system has features that interest you (electronic billing, inventory control, document imaging), and then make a decision… right? Wrong! These steps are all great but just scratch the surface. Be patient and thorough in your software due diligence, because your decision is one of the most important you will make.

YOUR CURRENT SYSTEM

Most times providers are dissatisfied with their current software solution, but you must determine exactly why you are dissatisfied. Is it substandard functionality or bad support? Many providers blame themselves for not properly setting up and maintaining the software's critical master files, parameters, user access, and procedures. This, of course, is no easy task, and it takes investment to optimize these areas. Keep in mind that you are going to learn by trial and error. There are many features you will lose and need to relearn when you switch software. Do not take it lightly.

If you do recognize your own failings in the way you have used your current software, move to the next step. If the features you desire are not available in your current software platform, or the functionality that exists just does not meet your requirements, you can add on additional services or other smaller scale software applications to overcome these failings, or switch to another software. Many times, add-on services or softwares can bridge the gap you are looking to fill and, in the long run, may cost you less than a full conversion—and be less painful to implement.

Remember, there is no perfect software solution. Keep in mind how many specialties exist in the DME world. Payor mix, product mix, general procedural flow, and even the skill level of your staff will affect how you use the software. There is only so much customization an off-the-shelf product can accommodate, especially with such a complicated business as DME.

Choose one that can meet the largest percentage of your needs. There are 20 plus mainstream DME software platforms available, with even more lower end products. Select a vendor that will give you great customer service, offer ongoing educational opportunities without charging you an exorbitant rate, and one that aligns with your core values.

When I was on the provider side, I switched software because the vendor was dismal on all these points. The software was average; however, the lack of customer service concern and response was enough to make me go through the time and expense of converting. We are all a little more forgiving to a missing or cumbersome feature when we know we have a true partner that is going to be honest and do its best when there is a real issue.

Determine if you want to use a hosted application or host the software on your own server. This is a great option that was not available a decade ago. Within a hosted application, you will be able to log in to your software from anywhere you have a reliable Internet connection. This makes life extremely easy, especially if you are not technologically savvy, do not have an IT person/staff, have multiple branch locations, or partner with an expert for your insurance or patient receivables.

Using a hosted version will typically cost you less up front, but it could cost more over time to support (through the vendor) than software you host yourself. This is because someone else is maintaining the entire network you are working from. If you host yourself, you will need to factor in the cost of a server, backup and recovery requirements, networking branch locations together, and technology-savvy support in the way of an employee or computer consultant. These costs can easily outweigh the cost of the hosted version, since you will be responsible for paying support fees in either case.

Many times, the network administration is handled more appropriately when hosted because—when it is done right—there are probably more safeguards put into place than you could afford to do on your own. Keep in mind that not all hosted options are the same. Ask questions regarding where and how your data is stored, what redundancy is present in case of an outage or disaster, and how the information is kept secure. Find out if it is HIPAA compliant and what the downtime percentages are.

Some providers prefer to host on their own, and are sophisticated enough to already maintain a network that may include other applications such as e-mail, intranet, and/or an accounting package. In the past, this was the only way to go; however, when evaluating, do not forget to count all costs and complexity of administration associated with both models when making your decision. You may also determine the best software for you is not available in a hosted manner. If this is the case, you need to be prepared to have a solid network infrastructure that is appropriately maintained.

When you see a demonstration of various softwares, the features and flows can look attractive, and it can become difficult to tell which is best. At this point, determine who will decide. Depending on the size of your company, it is best to involve individuals from various departments. You may decide to elect a person from each of your major departments, such as customer service, warehouse or inventory control, reimbursement, and/or finance.

No matter what demos you see, until you actually use the system in the real world, you will not really get to know the quirks and the true feel of "driving" the system. Although you need to be satisfied with what you see in the demonstration, your best bet is to reach out to someone who uses the system everyday. Once you narrow down your search to the top two or three choices, contact providers using those software applications. Ask the vendors directly for references, or network with other providers at various industry events to find out who else is using the software.

FACE TO FACE MEETINGS CAN PAY OFF

Attending trade shows and visiting booths of software vendors often is a great place to meet existing customers. I will caution that many times you are going to hear all the bad things, since it is human nature to home in on the negative factors. You might even be talking to one of those providers that has not really made the investment in doing what it takes to optimize the system. This is why it is best to speak to multiple providers, and have a set number of questions that you ask all providers you interview. You may also want to solicit a consultant for feedback. This is a good way to compare multiple systems with one person, since a consultant often has a good in-depth working knowledge of multiple systems. Some good questions to ask include:

• What do you like best about the system?
• What do you like least about the system?
• How extensively do you use all the features of the system? Do you use it for full inventory control? How many payors do you submit electronic claims for?
• How often are there major bugs that keep you out of the system or produce incorrect information?
• How often are there major updates/releases? Are the features useful, and how are the changes disseminated?
• What is the reporting like and are you able to balance like data from report to report?
• If you place a support call, how long does it typically take to get resolved?
• What ongoing training or educational tools are available and what do they cost?

Of course, you will want to build a more extensive list of interview questions to narrow your search depending on your circumstances. When evaluating the responses, keep in mind what may be important to you may not be to other providers. For example, you may be passionate about managing inventory control through the software; however, "Provider A" may not do anything with inventory control within the software.

Lisa Bargmann

Compare the results of the data gathered and rank your top two or three choices. Arrange to make a site visit to another provider using the software that is your number one pick. Make plans to do this with one of the providers you networked with. Try to choose one that is similar to you in scope and features that you intend to use. There are plenty of providers willing to do this, especially if you do not compete for the same business. This will allow you to see the software in action.

If you use consultants, they may be able to recommend a provider that would be willing to have you visit as well. Take this opportunity to check out the software in action. As an added benefit, you might pick up on some other good ideas you can implement in your own organization. If, after seeing your number one pick in action, you are still not sure of your decision, or your "number two" was a close second, do the same with another provider that has your second choice software. Gather as much information as possible to make an educated and informed choice that will serve you well.

Lisa Bargmann is president and CEO of Bargmann Management LLC and Homecare Collection Service (HCS). Bargmann specializes in HME and reimbursement solutions for companies nationwide, and can be reached via e-mail through the HME Today editor: .