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Computers are essential to today’s veterinary practice, yet most practices don’t have the internal expertise to support the systems or keep their data and networks safe.  This month’s survey questions explore how practices handle these critical tasks.

Practice Information Management System (PIMS)

The first two questions asked specifically about the practice’s Practice Information Management System (PIMS). While there are many choices, over 75% of the respondents reported using one of three systems—AVImark, Cornerstone, or ImproMed.  Additional PIMS listed in the other responses include VetWare/LogiVet, HVMS, WoofWare, AlisVet, DVM Manager, VetFM, and StringSoft.  One practice uses QuickBooks instead of a veterinary specific PIMS. Eighty-eight percent of the respondents indicated that they have a support contract for their PIMS.

Computer Hardware

Almost all, 97%, indicated that they own or have purchased their IT hardware (server and computers). For most practices, 62% said their server is 1-3 years old, while 59% indicated their computer hardware (desktop/laptops) is 1-3 years old, 37% said theirs is 4-6 years old.

When asked who maintains your practice’s IT hardware, 65% said a third-party IT consultant does. Most of the “other” responses said the practice used a combination of the above choices—in-house staff, a third-party IT company, and their PIMS provider, depending on the type and complexity of the issue.  A couple of respondents distinguished between having an actual in-house IT person vs. having someone primarily in another role (DVM, practice manager) who also handled the IT work.

Computer Maintenance & Support

Maintenance and support are critical to a practice’s computer setup; 53% said they have a maintenance contract for their IT hardware. The largest group, 36%, said they have been with their current IT support provider for less than three years, while 27% have been with their provider 4-6 years.

Over 70% of practices rely on their IT service provider to maintain these systems:

• PIMS server
• PIMS desktops/laptops
• Network
• Network hardware
• Backup systems
• Firewalls
• Printers

The majority of practices are happy with their IT service provider. Those that are not happy site slow response time and poor customer service for their displeasure.

Sixty-six percent of practices use a third-party IT company to manage their cyber-security and data protection services.

The last question was open-ended and asked, “Is there any aspect of your technology or hardware that keeps you up at night?”

About 60% of those responding said, “no, nothing keeps us up at night,” with many them commenting that this is due to their IT company.  One of the “no” respondents mentioned they carried cyber insurance, and several said they wished they could find a less expensive solution.

The following issues were mentioned by those who did say something kept them up at night:

• All of it!
• Aging hardware systems that management doesn’t budget for replacement
• Quality and quantity of back-ups—will they really work?
• Needing to change the software in the future
• PIMS is not cloud-based
• Security—data theft, malware, ransomware, no firewall
• Speed of system
• Lack of integration between various components/systems
• Not being able to trouble-shoot the system themselves; being totally reliant on outside IT company
• Using a cloud-based system with unreliable internet service
• Cost
• Pharmacy module and reporting
• What will happen if we have a major system crash?
• Physical wiring
• The way the practice stores client credit card info in their files
• And the best answer: “It’s always watching and listening to me.”

Read the full report for more details. The October Insiders’ Insight Report can be found on the VHMA website.