Steps to Successfully Integrate New Technology into Your Practice

One thing doesn't change, and that is what we do. We treat patients. But how we do it has been changing rapidly as high-tech devices continue to become available. Whether it's gait analysis equipment, foot scanners, or larger milling machines and presses to use in fabrication, proper planning prior to implementation is required for successful integration. Many pedorthists, including me, have taken the plunge to incorporate new technology into our practices, using our "slow time" to inflict this contraption on our staff and patients. I've watched entire operations come to a grinding halt while a new software or piece of machinery was installed. In most cases, the integration of the technology into everyday practice takes a backseat to its acquisition and installation. We crunch the numbers, we look at the pictures, and we imagine how much our practice would improve and our efficiency and profit would increase if we had this new thing. Most practices have watched the war that ensues when acquiring new software or machinery: those assessing financial feasibility, those resistant to change, and those insistent that it's critical to keep pace with advances in the industry all battle against one another. But, finally, the war is won, the purchase is made, and the technology arrives. Plug it in and your practice is transformed. All that was good is better and all that was wrong about your practice has been fixed in the blink of an eye...right? Actually, that is sometimes the case. Most of the time, in the press for approval and funding, we divert our focus and forget steps that are critical to integrate the new technology into the practice. A friend and fellow lab owner did that very thing. He spent months researching a specific milling machine. He traveled to trade shows. He talked to people who were using that specific product. He spent hours and hours on the telephone seeking information regarding what he thought was a must-have machine. He then dug deep into his treasury and came up with the required capital outlay to make the purchase. Sixty days later, the delivery truck backed up to his building (which, by the way, had no loading dock). The driver walked into his lab and told him, "I've got your 3,500-pound machine on my truck. Have your forklift driver meet me out back." He didn't have a forklift, and that was just the beginning of his big adventure. After having a construction crew cut a hole in the ceiling of the room where the machine was to be housed, making the necessary modifications to accommodate the height of the machine, installing dedicated circuits that could handle the increased electrical load the equipment requires, and getting his software vendor to write some controller-specific software interfaces, it was time to rock and roll! Not all projects are this complicated or expensive; however, planning is everything when it comes to implementing new technology. It is best to have an extensive checklist that covers everything from product specifications and systems compatibility to recurring training needs. Rapid implementation and successful integration of new technology is not always as simple as it is represented. Let's pretend that all of the appropriate research has been completed and you have decided on the product that fits your practice's specific needs. Now let's talk strategy before you write the check. If the purchase is for software, is it compatible with your existing systems? If the purchase is for machinery, where are you going to locate it? Will it thrive in its new environment or will it cause problems in your workspace? Will noise be an issue? Will dust, moisture, or temperature negatively affect this new device? Keep in mind electrical needs. Large equipment might require three-phase electrical service. But what if your building only has a single phase? This is not always a deal-breaker. The machine may be able to be converted to single phase, or you may be able to invest in an appropriate converter that will easily save you thousands of dollars and the weeks of work it would take to have the required service brought into your building. These are just a few of the many considerations to take into account. Other areas to address for successful implementation of new technology in your practice are as follows: Training. Proper training leads to success. If you do not have time to be trained thoroughly, do not make the investment. Many busy owners delegate this task to others and never really get the feel for how their investment works. If you have invested in new machinery, for example, it is also nice to know how to operate your state-of-the-art piece of equipment when you give "the nickel tour." Schedule training. Take time to ensure that everyone who will be using this new technology attends the training and has a comfortable working knowledge of the system. Recurring training is also important for the full implementation and integration of any system. Take full advantage of every bit of revenue generation and time savings the product has to offer. Warranty. Understand the written warranty—who covers what with regard to repairs? Remember, the warranty is only as good as the company that offers it. Accessibility to service technicians and technical support is essential not only during the implementation of new systems but also if repairs are required. Updates. Most software-based systems require updates from time to time. With some systems, this may involve additional expense in order to stay current with the latest capabilities and operations. Frequently, software vendors will require the purchase of annual updates in their license agreements. Compatibility and expansion of existing systems. When making purchasing decisions, keep in mind that sometimes the addition of a new system may allow for the expansion of existing systems such as greater computing capabilities or better use of critical manpower, provided that you do the research ahead of time to ensure compatibility. Ongoing costs of technology. When doing the math, remember to dive deep into the real ongoing costs of technology. Some systems require ongoing maintenance or royalty payments, which can add up and ultimately put a dent in your bottom line. Licensing. Read licensing and end-user agreements prior to making your decision so that you can understand what restrictions the manufacturer has placed on the use of its intellectual property. Understanding the rules will help avoid discontinuance of support and other "surprises." One example is loading software on a computer that does not match the required specifications or that is not supported under your end-user agreement only to be told by your helpful technical support person, "We do not support that device." Care, maintenance, and parts. Put a care and maintenance protocol into place prior to the new system "landing." This protocol can be as simple as powering the machine down each night instead of leaving it on for days at a time, or ensuring software updates and backups are completed on a regular schedule. Scheduled inspection of items designed to be replaced on a periodic basis due to wear should also be part of your company's care and maintenance protocol. Ask your vendor what parts you should have on hand and what the lag time is for delivery of replacement parts. If spare items like belts, end-mills, and blades are kept in stock, downtime is greatly reduced. Better to catch things before they cause unexpected delays. Design your protocol with Murphy's Law in mind. Whatever can go wrong will go wrong, the part that just broke will be the one that has been discontinued, only three remain on the planet, and the company that has it in stock will be on holiday for four weeks. Integrate. Create a protocol that fully integrates your new technology into your existing processes. If the device is not made a viable solution in your practice, it will begin to gather dust rather than enhance your daily activities. Take the time to develop the habit of using your new technology. It may take a few weeks before full implementation is achieved, but keep pushing and soon your investment will be part of your process and will become a valuable asset. Evaluate. Every few months evaluate the effectiveness of the technology. Tweak your system if needed and make sure that the technology is being used to its fullest potential. A well-planned integration process is the key to success. Remember things like gait analysis systems require room to accomplish an appropriate test; foot scanners require a power source plus room for a laptop; and routers, mills, cutters, and presses all have intrinsic safety concerns that should be addressed. Technology has come a long way in a short time, becoming more and more available, affordable, and attractive. Even the smallest practices now have more opportunity than before to go high-tech. Choosing the right vendor and planning for success is important to smooth transitions into high-tech practice enhancements. Howard Hillman, CPed, is the director of training and development at PAL Health Technologies, Pekin, Illinois.

Steps to Successfully Integrate New Technology into Your Practice

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