Selecting the right technology for a medical clinic is a critical step in ensuring efficiency, compliance, and seamless patient care. With an increasing array of digital solutions available, it is important to make structured decisions about various technologies that aligns with the clinic’s needs, budget, and long-term goals.
This section provides brief selection guides for some of commonly used technologies in medical clinics, which includes selecting:
- Electronic Medical Records Platform
- Voice over Internet Protocol (VoIP) System
- Point Of Sales system
- Virtual Care Platform
- Charting
Electronic Medical Records Platform
The EMR platform will have a significant effect on the clinic providers/staff’s productivity and satisfaction. It is an important decision that is not easily reversed! It should be approached in a structured way. There are many different EMR systems on the market that will vary with respect to cost, functionality, support provided, reports, and overall workflow and user interface.
Given the importance of EMR, many organizations have developed guidelines for selecting and adopting EMRs. Two that may particularly resonate with BC providers are and you should consider reviewing as part of your decision process:
- College of Family Physicians of Canada’s guide on Adopting EMRs in a Patient’s Medical Home. And
- Guide to Electronic Medical Records (EMRs) Choice FAQ developed by the Doctors Technology Office (DTO) at the Doctors of BC, in collaboration with Various Divisions of Family Practice.
A few tips to help with selecting the EMR Platform for your practice:
- Outline Your Practice’s Unique Needs: The first step is to outline your practice’s unique needs and what specific processes and workflows could benefit from adopting an EMR system. Many needs are common across practices, but individual providers might identify some needs unique to their practice. Providers should consider how they manage day-to-day activities, such as clinic team composition and location, to help define their needs. Features and functions of EMRs that can address practice needs include:
- Appointment management (scheduling, reminders, etc.)
- Assigning tasks and team communication
- Billing
- Chronic disease management
- Communication with other providers on healthcare providers
- Communication with patients (e.g., email appointment reminders)
- External clinical documents capture
- Integrated e-faxing and/or e-referrals
- Integration options for virtual care platforms
- Lab and test results management
- Patient care plans and guidelines presentation
- Patient demographics management
- Patient medical history management
- Patient registration
- Recording and reporting of data
- Prescription and medication list management
- Referrals management
- Consider finances and qualitative elements of the EMR: After outlining the clinic’s needs, spend time researching and communicating with vendors to gain a better understanding of both the financial and qualitative elements that should be considered. Some of these considerations are highlighted below:
Financial Considerations
- Installation costs and onboarding expenses (including training and equipment)
- Ongoing monthly subscriptions per provider type per month
- Basic offerings and options included in the monthly subscriptions
- Advanced options that can be purchased as addons (e-booking, etc.)
It is important to note that financial commitment should not be your only consideration as delved into below. The utility of an EMR system you are comfortable with may be well worth an increased financial commitment.
Qualitative Considerations
Consider what is included in the EMR before making the purchase. It may be beneficial to evaluate a few platforms prior to committing to a platform. A few qualitative considerations:
- EMR vendors’ approach to frequency of updating their software, onboarding and inclusion of forms, and availability for training are important considerations. Ensure that commitments related to training and onboarding for future staff are clearly delineated in your service contract.
- Options (included or addons) that can help reduce the burden on the staff can significantly improve staff satisfaction and willingness to change. For example, EMR vendors offer diverse levels of choice regarding integrated virtual care platforms, e-faxing, and e-referrals. Inquiring about options, will help you make a more informed decision.
- Current or near future connectivity to provincial systems such as CareConnect and PharmaNet may be particularly important for some providers.
- Vendors have different practices regarding records transfer. Such transfers may apply to patients or providers transferring to and from the clinic, or providers retiring. It would be valuable to understand the granular details of such scenarios prior to signing an agreement.
- Although interoperability between systems may not be immediately available, some vendors have started offering interoperability between providers using their platforms. If interoperability is important, you may want to include specific questions related to the capability and associated cost in your discussions with Vendors.
- Depending on the vendor, your negotiation strategy may have a tangible effect on your subscription price and included options. Seek guidance from colleagues who may have recently participated in similar negotiations for tips and advice.
3. Request a demo: It is prudent to demo a couple of other systems to ensure that you and your team find the user interface adequately intuitive.
Virtual Care Platform
Selecting the right virtual care platform is a pivotal decision in the rapidly evolving world of healthcare. A well-chosen platform can empower providers to deliver efficient and personalized care, streamline operations, and enhance patient satisfaction. This section is intended to highlight important considerations for clinics considering Virtual Care. Given that each practice and their specific needs are unique, only a few topics are addressed here.
There are several different virtual care platforms on the market that vary with respect to functionality, cost, customer support, privacy and security, and overall workflow. Many videoconferencing tools offer a variety of features and functions to improve workflow efficiency. You may want to consider some of the following features:
- Appointment notifications/reminders
- Charting
- EMR Integration
- File transfer process and type of files that should be shared
- Group visits (multiple participants) Other Features
- Online booking (patient)
- Secure messaging feature (both in the waiting room and in the virtual visit)
- Scheduling (provider)
- Screen sharing
- Waiting room
An initial step in selecting the right platform is to outline your practice’s unique needs and what specific workflows could benefit from adopting a virtual care tool. Once the clinic needs have been defined, it may be valuable to connect with at least two to three vendors to discuss their tool in more detail.
Below is a list of questions and considerations prepared by Doctors of BC’s DTO office to help guide your discussions with the vendors:
- Cost
- Inquire about pricing structure and licensing/subscription fees
- Ask about any additional costs related to training, data analytics, custom reporting, and customization
- Support
- Inquire about vendor support structure and how issues are handled
- What is their preferred method for submitting issues e.g. email, phone, or live chat messaging?
- Device Compatibility & Supported Browsers
- Would providers or patients need to download any software or apps
- What web browsers are supported?
- Is the tool compatible with both iOS and android?
- Privacy & Security
- Request detailed information/documentation about the privacy and security measures that have been built into the platform
- Confirm that the transmission of data is encrypted
- Is any patient information stored? If so, what information is stored?
- Where are the server location and if there is the option to host servers in Canada?
- Demo
- Speak to your peers about their recommendations and experiences
- Ask vendors for a demo of their system and have them demo the features that are of particular importance to you
- Inquire about free trial or free version of the tool; If the vendor offers a free version, ask for a feature comparison chart to see the differences with their paid versions
- References
- Ask for references that you can contact to get feedback and personal experience
Voice over Internet Protocol (VoIP) System
VoIP is in more common terms, a phone service over the Internet. VoIP is a telephone system that uses the internet to transmit data. Clinics with a reasonable quality internet connection may consider getting a phone service delivered through an internet connection instead of from traditional phone lines. Most VoIP options are very accessible and have mobile and desktop apps.
There are three major reasons to use VoIP: lower cost, increased options, and remote functionality.
- Lower Cost: Phone services via VoIP cost less than equivalent services from traditional sources. This is a function of a more competitive landscape for data bandwidth sales rather than traditional (infrastructure limited) phone systems that are dominated by a few large companies.
- Increased Options: VoIP requires less hardware and an easier setup than traditional phone systems. Additionally, VoIP has increased functionality resulting from software modifications compared to traditional phone networks. Examples include file sharing, location sharing, instant messaging, audio & video conferencing, and opportunities for real time communication within your team.
- Remote Functionality: Traditional phone systems use wired desk phones that require office staff to be physically present to answer calls. VoIP solutions are cloud-based; therefore, patients can continue to call the usual office number which would then be redirected to the office admin’s phone number. VoIP systems can connect multiple locations and a distributed workforce. VoIP phone numbers are not tethered to a single telephone and can be adjusted easily. This functionality has become more popular since the pandemic and allowed many clinics to accommodate remote work for providers and MOAs.
However, VoIP systems are not without drawbacks. Some of these include:
- No Internet means no phones– VoIP systems are entirely dependent on the strength of your broadband internet connection. Depending on your existing bandwidth, your current internet connection may need to be upgraded.
- Need to maintain the Software through updates – Due to the nature of the cloud-based system, maintaining up-to-date software is vital to seamless functionality. Lagging on software updates can also affect phone line security.
- Need to program your address for potential Emergency Calls – Emergency calling can be a problem for some VoIP users. The 911 system was built with the traditional telephone system in mind, and because a phone line is fixed to a certain location, the traditional phone system alerts first responders to your location when you call.
If a clinic decides to proceed with a VoIP phone system, some of the following may be deemed important attributes to help remove unnecessary volume from the MOAs plate:
- Phone tree
- Call-back feature
- Call forwarding to remote staff and providers
- Regulatory compliance (e.g. with PIPEDA and HIPAA)
- Reliability and call quality
- Cost model and price competitiveness; for example, Low set-up costs (system, units, etc.)
- Vendor reputation and reviews, read reviews and request connection with current clients. ask for a demo if possible.
Point Of Sales System
Clinics may need to onboard a Point of Sale (POS) solutions to enable patient payment. As a first step, it is important to define the clinic’s needs. For example, in many clinics the following functionality are valued:
- Low or Standard service fees
- Wireless optionality
- In person and remote payment functionality
- Dashboard and easy to view activity log
Several POS vendors are available in BC including traditional banks and the popular cloud-based options. Each vendor has slightly different offerings. Key features clinics may require from their POS vary, however, some important elements to keep in mind while making your selection are:
- Integrations with EMR– depending on your EMR, some vendors offer integration which could help reduce redundancies
- Regulatory compliance– Ensure the POS system complies with HIPAA (Health Insurance Portability and Accountability Act) and PIPEDA (Personal Information Protection and Electronic Documents Act) to protect patient data
- User Experience & Support– Many clinics prefer a system with an intuitive interface, to minimize staff training time, and string customer support, including live chat, phone support, and training resources
- Remote access – cloud-based solutions may allow provide advantages for some clinics
- Multi-Payment Options – Look for systems that accept credit/debit cards, mobile payments, in-person, and online payments
- Volume of transactions– Medical clinics do not have high volume of transactions. It may be advisable not to pay for a complex system that may have been designed for high volume retail settings. Based on the anticipated volume and type of transactions some vendors pricing scheme may be more favorable.
- Reporting and analytics – Generate financial reports to track revenue, and payment trends
- Cost and scalability– Compare pricing models and prioritize transparent pricing with no hidden fees. Platforms may have various rates for different types of patients
- Vendor reputation and reviews– Research vendor reliability, customer feedback, and industry reputation. Request a demo or trial before committing to a purchase
AI Charting Software
AI medical charting software and scribes not only reduce NP and other providers’ workload, but they also enable clinicians to be more involved in discussions with their patients, increasing both provider and patient satisfaction. As these tools become increasingly integrated into clinical workflows, selecting the right solution becomes more important.
This section outlines key features to look for while evaluating AI scribes and charting software.
Key Features to Look for in AI Charting Software
- Speech Recognition & Natural Language Processing (NLP)– Help to enable real-time or post-visit transcription of patient-provider conversations. Look for tools that accurately capture medical terminology and adapt to accents or multilingual settings.
- Clinical Context Awareness- To ensure the software considers clinical workflows and generate SOAP notes, HPI, and assessments that align with primary care standards. Demo products in real context and make sure the selected product aligns with your workflows.
- EMR Integration- Seamless compatibility with your existing EMR (e.g., OSCAR, Telus EHR or Med Access, MYLE, Profile, etc.) is essential for reducing duplication and improving workflow efficiency. While reviewing your options, ask for integration demos and technical challenges.
- Data Privacy – To ensure compliance with PIPA (BC) and PIPEDA (Canada). Select vendors that store and process data within Canada to meet provincial and federal privacy expectations. Prioritize solutions with encryption capabilities.
- Customizable Templates & Prompts– Help speed up charting and efficiency. When making your choice, look for options that can tailor note structures, insert reusable snippets, and adapt to your documentation style or specialty (e.g., chronic disease management, mental health).
- Real-Time Editing & Review- Allow providers to review, edit, and approve notes before they are finalized, ensuring clinical accuracy and medico-legal readiness.
- Multimodal Input Options– Support for voice, typed, or hybrid input methods to accommodate different clinical settings and provider preferences. Depending on your provider complement, the importance of multimodal input options may be elevated.
- Cost Transparency & Trial Access– To guide informed and pragmatic decision making. Clear pricing models and access to free trials or pilot programs (e.g., through Canada Health Infoway) help you to assess the utility of the option, and alignment with your practice style before committing.
- Vendor Support & Training– Look for responsive customer support, onboarding assistance, and ongoing training—especially from vendors with experience in BC’s healthcare system.
- Continuous Learning & Updates- AI should improve over time based on your usage patterns and receive regular updates to stay aligned with evolving clinical guidelines. Ask about recent improvements and updates as well as about systems intrinsic abilities to “learn.”
Did you know:
Canada Health Infoway is collaborating with provinces and territories to implement the AI Scribe Program, providing up to 10,000 fully funded, one-year licenses for AI-powered documentation tools to eligible primary care clinicians across Canada. These tools help reduce administrative burden and give clinicians more time back. The program availability, access, and execution vary by region to align with both clinical practice requirements and unique regional needs. Check eligibility for Canada Health Infoway’s AI Scribe Program to see if you may qualify for subsidized access.
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