The idea of using cloud-based practice management software can be intimidating, especially if you’ve had negative experiences with online security or reliability in the past. However, as the world becomes increasingly digital, having an all-in-one solution that allows you to manage patient charts, scheduling, and payments from anywhere with an internet connection can be a game-changer for your practice.
Here, we’ll break down three common concerns that might be holding you back from making the switch – security, reliability, and support.
Concern 1: “Accessible from anywhere” means more risk.
“Ever since I had my information compromised in an online data breach, I’ve been hesitant to rely on any platform that is cloud-based or accessible via the internet, both as a patient and now as a practitioner.” – Hesitant Hannah
While it may seem counterintuitive at first, using a cloud-based platform can be more secure than charting with pen and paper or using a local laptop. The risk of your documents being lost or stolen doesn’t disappear if you’re not using software – you could have a physical break-in or your device could become damaged, erasing the only record of your data completely. By using a cloud-based platform, your data is securely stored and backed up, meaning that you actually reduce the risk of loss or damage.
A reputable software company will have robust security measures in place. Consider the following before making a decision:
- Does this platform offer industry-standard encryption? (256-bit encryption is the current encryption standard, relied on by banks and governments to protect their most sensitive information.)
- Does this platform run regular data backups: i.e. in the event of an outage, can your information be easily restored?
- Is this platform compliant with privacy regulations such as HIPAA and PIPEDA?
Did you know? Jane’s Data is stored in regional data centres across the US, Canada, United Kingdom, and Australia – depending on where your clinic is located. That way, you can make sure your clinic is acting in accordance with your local privacy legislation.
Jane is also SOC2 Compliant, meaning that our processes are reviewed by an independent auditor to meet a certain standard, which is divided into the following 5 categories: Security, Availability, Processing Integrity, Confidentiality, and Privacy.
Finally, by using software that includes a patient portal, you’re offering your patients a way of accessing their files, forms, and payment information that’s 1) more secure than relying on email, and 2) more accessible than relying on in-person visits, ultimately enhancing their overall experience.
Concern #2: What happens if the platform goes down?
“My website went down recently, leaving me scrambling to figure out what went wrong and how I could get it back up. While a website is a necessity in the modern world, I am a bit reluctant to rely on cloud-based service providers in my practice for fear something similar would happen – leaving me with no access to my charts and billing information.” –Reluctant Raymond
Reliability is crucial when your entire practice – charts, scheduling, and payments – is housed in one platform. If you’re looking to invest in a practice management solution, then “uptime” is an important metric to look out for while you’re shopping around.
So, what exactly does that mean? Uptime essentially refers to the amount of time that a software application is working and available for you to use. In other words, it tells you how dependable and accessible the platform is.
Did you know? Jane has an impressive 99.99% uptime – meaning that 99.99% of the time, Jane is fully operational. Should there be scheduled maintenance or any issues affecting the platform, Jane also uses a Status Page that’s updated in real-time to keep users informed of issues and outages.
Concern #3: Transitioning to a cloud-based software is left entirely up to me.
“The last time I hired an office manager, I had to train them on several different systems – one for scheduling, one for payments, and one for note-taking. Part of the appeal of an all-in-one practice management software would be only having to train my staff on a single program. What stops me from making the switch is my fear that the transition itself will be complicated for someone who is not tech-savvy, like me.” –Not-So-Savvy Sarah
In addition to uptime, the level of customer support a company provides is a critical metric to consider. Does this company have an onboarding team, for example, to help you to set up your account? And once you’re all set up, can you still contact them with questions or issues? If you’re experiencing a problem, the last thing you want to do is be waiting for someone to contact you with an update!
Some things to look out for:
- What kind of support do they provide (phone, email, chat)?
- What are the hours of operation?
- What is the typical response time?
- Do they charge for support inquiries or is it included in your subscription?
Did you know? Jane provides free, unlimited customer support through live chat, email, and phone. Should you ever experience connectivity issues or have any questions about your account, you can reach out to our support team at any time – and at no additional cost to you!
Your voice matters. Jane stays in constant communication with customers not only through support, but through our dedicated feature request platform, where users can share their feedback and help inform product decisions. And because we’re all about transparency, you can also learn about what features are already in production and when they’ll be expected to launch via our product roadmap. Learn more about how Jane supports customer experience.