By John Moore
Imagine your office receives a call from a patient, and automatically their name, account balance, and next appointment appear on the front office's computer screens before anyone even picks up the phone. That technology is possible today.
Or, imagine your office’s alarm system triggers, and you reach for your cell phone to see an image of a staff member who accidentally tripped the alarm. Now, imagine your security camera recognizes the staff member, takes note of the event, and deactivates the system’s request for police action. That technology is on the way.
Convergence is the trend for all electronic devices – computers, phones, even heating and air conditioning systems -- to “speak” IP -- Internet Protocol. Your computers already use IP every day to speak to one another within the office and on the Internet. The future of maximizing staff production and minimizing costs is getting all your practice technology to speak this language. Dental practices across the country are already jumping on board and seeing great results. Avoid being left behind: Start making the switch today.
"Just as the telephone and e-mail have revolutionized communications between people, convergence is revolutionizing communications between business systems. Ultimately, convergence increases the flexibility and collaboration of practice information systems. This allows for more sophisticated automation of routine tasks, saving time and money." -- Rochelle Reynolds, RDH and project manager at Advanced Automation
Working smarter
As the convergence trend becomes more popular, dental practices are using IP technology to their advantage by working smarter and cutting costs. When Dr. Hochberg of Atlanta, Ga., modernized his practice, he quickly noticed that digital X-ray technology provides higher resolution images that improve his diagnostic and presentation capabilities. On top of that, since his X-ray images are delivered for patient consultation in seconds, his staff doesn’t wait around for film to develop, and is relieved of the menial task of filing X-rays.
Digital X-rays are just the tip of the iceberg. Other examples of convergent technology your practice can take advantage of today include:
VoIP technology -- With voice-over Internet protocol (VoIP) technology, phone systems integrate with your computer network to save time, improve staff communication, and enhance the patient experience. Practice-specific advantages include:
** Integration with many practice management softwares.
** Remote access to the phone’s system means front-office staff can telecommute when needed, taking calls and scheduling appointments from home.
** Voice mail to e-mail messaging lets you hear details about emergency and after-hours calls, and allows on-call dentists to do the same.
** Secure, IP-enabled headsets replace walkie-talkies and communicators in operatories.
** Feature-rich systems, such as caller ID, call log tracking, and call recording are included at the price of standard phone systems.
Surveillance systems -- Devices such as IP cameras connect to the computer network for monitoring and recording sedation procedures, engendering patient and provider peace of mind. Office managers and dentists can view entranceways, treatment rooms, and waiting areas from any computer in the office, or remotely after hours.
Interacting over the Web -- Eliminate time-consuming, manual data entry with online patient information forms. Automated collection procedures mean patients can take advantage of online bill payment.
Converging on dentistry
In most cases, such as with electronic charts, the technology is not just cost-effective to set up, but is also less expensive, and easier for staff to maintain. Dentists around the country also see the following material benefits:
** Ease of transition -- Since most dental practices are equipped with computer networks and Internet connectivity, convergent technologies install cheaply, quickly, and easily.
** Functionality increases -- By marrying technologies, such as imaging and electronic charting through a network, practices can provide better and more efficient patient services with the information they already have available.
** Future compatibility -- The Internet isn’t going away any time soon and convergent technologies are scalable.
How one dentist gained peace of mind and efficiency
After a fire destroyed her practice, Dr. Hehir of Atlanta, Ga., had to redesign her practice from the ground up. She took the opportunity to install a convergent surveillance system, allowing her to view camera images from her office or home. Now she can see live images, or review video recordings from anywhere, at any time. While she was installing the surveillance system, she installed a new system of digital X-ray technology. Her X-ray technology communicates with her office computer network, so she has instant access to high-resolution images. This allows her to consult with patients over treatment options in seconds, rather than hours.
Planning for the future
The question is no longer whether a practice should switch to convergent technologies. The question is when each office should start changing. Return on investment will vary depending on the size and type of practice. Any new purchase should be chosen with convergence in mind. Adopting IP technology now means immediate gains in productivity and reductions in operating costs. Starting down the path to convergence will allow you to plan your new services now, instead of scrambling to play catch-up with everyone else.
