How to Choose a
Home Health Software System

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How to Choose a Home Health Software System

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How much does it cost?
This is typically the first question and, unfortunately, the basis of most inexperienced purchasing decisions. Decisions based on price alone usually end in a sour note, hence the old saying, "You get what you pay for." It is common sense that when something is offered for a lower price, there is always a reason behind it. In the world of software, cheap systems are either made with older technology (that may be on the verge of being phased out) or they are poorly supported.

What does that mean for you?
When technology is phased out, it will no longer be supported by its creators. That means if any new regulations come up, your vendor may be delayed in responding, or they may not be able to respond at all. System crashes and down time cost money and hinder productivity. Can you imagine if you invested in a system that could not comply with HIPAA, or keep up with OASIS, or comply with PPS? You know, P4P is just around the corner. And if corners are being cut on the support side – well, you know what that means every time you call with an issue. So, when choosing your home health software solution, look for the value in long-term and the cost savings that you will realize.

How do I know if I’m looking at an older technology?
Simply ask the sales person the questions below before they do the demo. If you are not satisfied with their answers, there is no need for a demo.

What database are you using?
The big three are: Sybase SQL Anywhere; Oracle; and MS SQL. Anything other than these three could fall into one of two categories: they could be newer, which is not a proven technology; or they could be legacy, or older technology. If it’s not one of the big three, it is important to do your research. Note: Sybase SQL Anywhere is the most widely used in ALL industries, such as health care, banking, handheld devices, government mission critical systems, and data warehouses.

How many databases does your application have?
The preferred answer is: one. Anything more than one is a symptom of bad design (convoluted data) or older technology (“flat file,” which is non-integrated). Multiple databases in a system mean slower performance and redundant data entry, which adds labor hours and increases the potential for errors.

How much data can your database hold?
The preferred answer is: terabytes. You wouldn’t want to invest in a system, only to find out that later down the road, it will not hold anymore data or it will become very slow.

What is your front end?
Preferred answer: An object-oriented type development tool. This is ideal because they are easy to maintain and deploy. With all the changes in regulations, a vendor’s ability to react is critical to your success. The salesperson should know the answer to this. If they are using cutting-edge technology, they will brag about it. A symptom of outdated or older technology is an application that opens many different windows, which is also an indication that the application is poorly designed because it is more difficult to maintain, and it will take longer to react to regulation changes.

Does it require third party interface (other vendors)?
You should also consider whether a vendor requires third party interfaces to provide your total solution. For example, imagine that a prospective system does not have a scheduling module, BUT it has the ability to interface with another vendor’s. This is usually a painful experience for clients because when things are not working properly, they will be pointing fingers at one another while you are caught in the middle. It is a wise idea to stick with one vendor that offers a complete, integrated solution.

Is it easy to use?
The industry term for an easy-to-use system is “user-friendly.” This is an opinion question, and the answer is different, depending on your technical skills and preferences. After reviewing a software demo, you should have a better idea whether or not the system is friendly. In the software world, the friendlier a system, the more thought was put into the design process. A friendly system translates to increased productivity. The hours cut in training are a substantial savings.

How credible is the vendor?
Ask how long the vendor has been in business. It is wise to have an established vendor that’s been in the home health market for at least 7–8 years. This shows stability, and they should be able to answer all your questions and meet your critical needs. Watch out for established vendors offering a system for an unusually low price, because there is always a reason for it. This might be a signal that the vendor is positioning itself for a purchase, thus focused only on rapidly expanding their client base to increase their value. When the purchase takes place, your rates will either increase dramatically, or your system may no longer be supported. Ask questions, do your homework, and
ask for references.

How friendly and accessible is their support staff?
Excellent customer service support for your software system is one of the most critical needs for any home health agency. Since maintaining adequate personnel is a major overhead expense, unusually low prices are often a sign that corners are being cut in this area. The best source of truth is in their existing clients. That is the reason for asking for references.

Ask for three to five references and ask them these questions:

• How often do they release updates?
• What are most of your calls/complaints about?
• What is their average turnaround time (from call to solution)?
• Does the vendor charge for services you think should be standard?
• What is it about your system you wish you could change?
• If you had an opportunity to change vendors, would you, and why or why not?

The bottom line is that you want to commit to a relationship with a credible, established vendor because they will be crucial to your success. In a way, your software vendor is your business partner. You want a reliable partner who will be there for you, not only through the many industry changes, but throughout the life of your business!