Choosing practice software? Bring your awkward questions.

Software demonstrations tend to show a tidy appointment, a complete patient record and a payment that goes through first time. Your clinic probably has a few less tidy moments worth bringing along.

Before you book a demo, ask a clinician and someone at reception to each name three tasks that regularly slow them down. Those examples will tell you more than a long feature comparison.

Show the day you actually have

Use fictional examples that sound like your practice. A patient needs a different appointment length. Two siblings have similar names. A clinician is unexpectedly away. An invoice needs correcting after a claim has been submitted.

Ask the demonstrator to work through the whole task, including the handover to another staff member. Notice where someone would need to copy information, leave the system or remember to come back later.

Give your team time to ask their own questions. The person doing the job every day will often spot a missing step before anyone else.

Ask what happens when something goes wrong

A useful system needs a clear way out of an unfinished task. Ask to see a failed claim, an interrupted payment and a booking that cannot be saved. What does the message tell the user? How can they tell whether anything has already happened? Who can correct it?

Find out what works during an internet outage and what the clinic needs to do afterwards. Ask for the actual support hours, contact method and escalation route. “Support included” leaves several important questions unanswered.

Write down the answer, including anything the supplier still needs to confirm. A promised future feature should have its own place in your notes, separate from what you saw working today.

Treat moving records as a project

Ask for a written migration scope. Which records, attachments, appointment history, balances and correspondence will move? Which will remain in an archive? Who checks that the imported information is usable?

Request a sample migration using approved test data before agreeing on a changeover plan. Plan how the clinic will check a selection of records and reconcile outstanding amounts. Agree who handles discrepancies and what happens if the checks are not satisfactory.

The first day also needs people: a lead contact, time for training and a way to get help while patients are waiting. Ask what assistance is included and what costs extra.

Get specific about access and data

Ask where the main records, files and backups are stored, who can access them, and what the contract says about subcontractors. Have the appropriate person review the privacy and security terms for your clinic; a country name alone does not answer every question.

Request a demonstration of staff permissions, access removal and the available activity history. Ask how you would export your information if you later changed suppliers, in what format, and at what cost.

Compare the whole commitment

Put the written quotes beside each other. Include setup, migration, training, support, messaging, integrations and the costs of leaving. Note any usage limits and how prices change as the team grows.

Finish with three columns: demonstrated, confirmed in writing, and still unanswered. Share them with the people who attended the demo. If a task matters to your clinic and remains unanswered, ask for another demonstration of that task before deciding.