Paper versus paperless: What is best for your practice?

I’ve taken my pets to see a veterinarian more times than I can count. When I check in at the front desk, I usually can’t help but notice if the practice has rows of manila file folders lined up neatly on shelves. Bright color-coded tabs representing an alphabetic order of patient names protrude slightly from the long shelves and cabinets. I often wonder why that practice has decided to stick with paper files rather than switching to a paperless system. The answer is typically based on several factors. Going paperless in a digital world We do nearly everything online now—appointments, reservations, banking, and, as of 2020, we even work and learn online. Does that mean the end of paper, folders, and color-coded files? For some, yes. For others, no. And for many, it’s somewhere in between. Today, practices generally fall within three categories as they relate to paperless systems: 100 percent paperless practices Some practices have already made the switch and conduct every task, update every record, and communicate with every client in some digital capacity. They are not only using software for their medical records, but are also using digital images, online inventory, vendor management systems, and integrated payment solutions. Emails and texts send clients reminders of upcoming appointments and notices of past-due invoices, using snail mail only if necessary. Paper light practices Other practices use some combination of paper and digital solutions. For example, they may elect to utilize software for their medical records, but continue to use a manual inventory system. They may want to make the switch completely, but are still held back in some way. They may even keep backup paper files as reinforcement just in case, or they could be in the process of switching over and have decided to go slowly through the transition. Paper practices Still others are of the “if it’s not broke, don’t fix it” philosophy. Seeing rows of files provides comfort in some way. Perhaps the files create a sense of nostalgia, as the veterinarian remembers fondly what he or she thought the practice would look like one day. Perhaps it’s a sense of pride—files mean patients and patients mean a successful practice. For whatever the reason, they are not pushing any paper away. Regardless of the category, there are, as with any decision, advantages and disadvantages of going paperless. Paperless advantages If one word could sum up the advantages of going paperless, it would likely be “savings.” A paperless system saves time, space, and even peace of mind. Everyone wants to save time, right? We’re always looking for more hours in a day. With paperless, long gone are the days of searching tirelessly for misplaced files. Staff members can pull a patient record, research a diagnosis, or schedule an appointment in seconds. Those seconds add up to hours by the end of the week, begging the question—what else can be done with that time? How can the practice be even more efficient and successful? Could the attention switch from updating files to creating a more welcoming environment for clients, patients, and staff? Saving space is another clear advantage As we think of the endless rows of files, sometimes filling an entire room or storage closet, going paperless means all of those files are lined up endlessly in cyberspace—still within easy reach, despite their lack of physical presence. Removing paper files also may have positive sanitary implications. Staff members can focus on their own workstations, rather than handling the same file others are also handling. With all those paper files removed, veterinarians may also consider what could be done with the newly found space. After going paperless, some practices have space for another exam room, increasing the capacity to see even more patients. Others may opt to create an expanded waiting area, increasing clients’ comfort and ease during a time when social distancing has become part of our new way of life. Paperless practices can also save peace of mind With automatic backups of files that are tucked safely away in the software, concerns of natural disasters, fires, or water damage ruining years of important information and records simply disappear with the click of a mouse. Practitioners can rest easy knowing all their work and their clients’ information is protected and secure. Another common concern with paper is mistakes Some of these mistakes can lead to missed charges and result in increasing costs to a practice. Going paperless minimizes mistakes by nearly eliminating human error. When a treatment or diagnosis is entered, or when the results of a lab test come in, they automatically populate in the software. Going paperless not only has advantages for the present, but also for the future Paperless systems render the practice more attractive to younger veterinarians, all of whom are entering the workforce comfortable with software and paperless methods. And in most circumstances, they are even expecting it. They will likely be more attracted to a practice that has “taken it to the next level” and shares the same knowledge, values, and experience. Paperless disadvantages Whenever anyone implements a major shift in his or her practice, it takes time and effort Making the switch to paperless after years of processes and procedures based in paper will take both. New policies and procedures must be developed Focusing on paperless methodologies, all staff will need to be trained on those new processes. While some may be reluctant due to the increased time and effort required to start, with some enthusiasm and positivity, they will soon start to understand the long-term savings of both. It is also important to emphasize that going paperless is not intended to replace anyone. Rather, the automation is a re-allocation of resources, so that more patients can be seen, and the practice can ultimately grow faster. Making the switch to paperless could be costly if there aren’t workstations for each staff member It is crucial that there are enough entry points in a paperless system. If costs are a concern, cloud software could be a viable option, as it requires less expensive equipment, such as laptops or tablets instead of desktop computers. It is important to note cloud software is an option whether the practice is paper heavy, paper light, or paperless. Some mistakenly believe that to use cloud software, the practice must be paperless, but the two are not dependent on each other. Which is best for your practice? In the end, as with any business decision, it comes down to what is best for you, your staff members, your clients, and your practice overall. Carefully consider how going paperless could benefit your practice and the return on investment (ROI) and return on effort (ROE). Some points you may consider as you think through the decision include: What can be done with the newly discovered space? Could you create another treatment room? If so, how many more patients could you see per day? Could you expand the waiting room? Do you plan on bringing in new veterinarians who may want to work with a paperless system? Are you planning on selling your practice in the next few years? If so, will paperless make it more attractive to potential buyers? The right time to make the move You’ve made the decision to move to a paperless practice, you’ve motivated your staff and they are supportive of the change. They are excited about saving time, space, and effort in the long run. You may be asking—what comes next? There are three frequently used strategies to execute this important transition: 1) Designate one to two of your own staff members to set up the software, scan the records, document the processes, and train the rest of the staff. Once all the data is in the software and the staff is appropriately trained, your practice goes paperless. 2) If you do not have enough staff to designate anyone for the paperless transition, you could hire temporary staff to accomplish the required tasks of scanning all of the files, documenting the processes, and training the staff. Your practice will be paperless when the process is completed. 3) Go paperless over time. Choose a start date and a goal end date one year from then. On the start date, begin entering medical records into your software for the patients who are seen that day, making updates as you go. Continue each day with only those patients seen that day, e犀利士 ntering data client and patient data and scanning any documents or records that need to remain with the electronic medical record. Within the year, all your active patients will be entered into your software… and you have a handy way of reaching out to all of your inactive patients who still have paper files. If it seems overwhelming or you find you have more questions than answers, leveraging the knowledge and assistance of your software provider can help. This kind of assistance will shortcut your work, ultimately making your practice more efficient. Dan Holland has more than 10 years’ experience in the veterinary industry and currently serves as director of commercial software for Patterson Veterinary, which offers both the IntraVet and NaVetor practice management software systems.

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