Start with the work that is causing trouble
Sit with the people who do the task and follow one example from start to finish. Where do they stop to copy something, ask a colleague or correct an error? Include the less tidy cases: a repeat enquiry, an incomplete form and a request arriving when the usual receptionist is away.
For example, a clinic might retype every website enquiry into its booking system. It may need a connection between those tools rather than a replacement for its whole practice system. A service with unusual referral arrangements may have a stronger reason to commission something bespoke.
Compare the options on the same task
Buying an existing product gives you established features and support, but you may need to adapt some ways of working. Connecting existing tools can reduce repeated entry while keeping familiar software. A custom build gives you more say over how the service works, alongside responsibility for its upkeep.
Ask each supplier to demonstrate your example using made-up details. Watching reception handle an enquiry, correct a mistake and finish the job reveals more than a feature list. Note what staff would still do by hand.
Look beyond the first invoice
Compare setup, licences, training, moving existing information, connections and ongoing support over the same period. Ask what happens if your number of staff or locations changes. Establish which accounts and files your organisation will control and how you could move to another supplier.
A lower quote can still leave your team doing more work. Equally, a large custom project can be unnecessary when a small change would remove the main frustration.
Try the smallest useful version first
Choose one team or task for an initial trial. Agree what would count as an improvement: fewer repeated entries, fewer lost enquiries or less time correcting mistakes. Include time spent checking the new system.
Before expanding, ask staff to show how they handle a failure and who they contact for help. Base the decision on a working improvement the practice can afford and maintain. Keep any unresolved supplier promises written down.
Turn reading into a next step
Your action checklist
Work through these checks with your team or supplier. Tick the ones you have resolved and leave unknowns open.
The task today; options we will compare; what each option still leaves staff doing.
Use project decisions only, without personal, patient or confidential details. Entries stay in this page and are not submitted to Kay & Co. Copy or download before leaving; this page does not save your notes.
Further reading
These sources provide background for the topic. The practice examples and checklist are illustrative planning suggestions from Kay & Co.
Related guides
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