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Human-Centred Software Design – Why Does It Matter?

Human-Centred Software Design

Human-centred design and co-design are becoming the standard terms used when designing customer focused solutions. In fact, co-design is no longer used as tech company lingo, but it’s an approach increasingly used in the public sector. Just go to any medical industry conference and it’s difficult to avoid seeing a presentation that hasn’t been derived from a co-design approach.

So why is a human-centred design approach so important? One of the key mottos at Best Practice Software is ‘designed by a doctor, for a doctor’. This is a key pillar of our organisation. The key purpose of these design concepts is to better understand the evolving needs of your customers and the new challenges that come along with it. We strive to ensure that we address the correct needs of our customers as we build our next generation product, Titanium.

Medical software is an industry that has experienced rapid technological advancement. This transformation is only going to accelerate as we not only adopt cloud-based technology but all the latest advancements that come along with it such as mobile applications, shared health records, e-prescriptions, artificial intelligence, virtual reality, augmented reality and virtual health care services.

Speaking to Our Customers

In software development it is easy to become too feature focused instead of stopping for a moment to re-evaluate the problems we want to solve. Customers have always been at the heart of what we do at Best Practice Software and it has always been important to us to take our user-centered approach to another level with the development of our next generation of products, code-named “Titanium”. So, we decided to go out, speak to customers and listen to what they had to say about the challenges, problems and pain points that they face day-in and day-out in their practices.

We invited customers to a roadshow called “Connect and Evolve” and the purpose was literally to connect with our customers and discuss the evolving needs of their practices. In these sessions it was important to not start with designing solutions and features but to begin by listing out all daily, tasks, activities and routine work. We then started to establish problem statements and listing out time consuming tasks. After that we started to figure out ideal workflows and solutions to address these issues by putting all limitations aside in the technology that we use today.

We ended up with a tremendous amount of insight and feedback not only on the current needs of practices but also on the desired future state of working whether you are a provider, receptionist, a nurse or a practice manager. We are using this feedback in our product roadmap for Titanium and we have continued to speak to even more of our customers by showing prototypes and possible solutions to improve our day to day working life.

Understanding the Real Problems

One of the unique aspects in medical software is that users spend the entire day using the product. As a comparison, if you use marketing software, you only use it for parts of the day or in increments throughout a working day. In medical software you might not leave your screen all day, so designing a solution that understands these needs is absolutely critical.

As our industry and working environments continue to evolve rapidly, we also need to recognise and understand the changing needs and challenges that come with change. This may sound like an obvious statement but in order to drive innovation, it’s necessary to find a way to break the norm by introducing new ways of doing things. This is not an easy task when you speak to users that understandably do not want a disruption in their workflows. The last thing you want to do is force features down the throats of customers whether they like them or not. You need to give them value by delivering better usability, saving time, solving problems and ultimately helping them in improving patient care.

Applying New Technology and Prototyping

Does new technology solve old problems or does new technology create new problems? The reality is probably a bit of both. For instance, moving into cloud-based technology solves a lot of problems. It offers always-on technology available to any location you want to work out of and usually for any device you want to use it with, whether desktop, laptop, tablet or mobile. However, it also introduces a whole layer of complexity with the unknowns of having a stable internet connection, data security and using a browser instead of an application built for an operating system.

We help address these things through rapid prototyping, user testing, and agile development methodologies in our product design. We also conduct a significant amount of market research and learn from our mistakes and the mistakes of others in the industry. There are usually several different solutions or approaches to address a problem. The key is figuring out which is the most appropriate or most promising option to take or technology to choose from. We then prototype, speak to users, test with users, refine the solution, do the development work and complete the feature. For instance, the architecture of Titanium has been completely built from scratch using the latest API-agnostic platform structure to improve development time, scalability, cost efficiency and enabling more third party integrations for Practices.

Gathering feedback from our customers is a job that is never done. We are continuing to ramp up our development work on Titanium with a strong focus on customer experience (CX) and user experience (UX) by actively involving our Practice customers throughout the product design process. It’s a process that starts with the users and ends in a product built to address the current and future needs of our customers.

We value the input of our customers. If you have suggestions for functionality within Titanium, please share your feedback in our Forum, which can be found in the top menu bar of this website.

Authored by: 
Henry Vesander
Henry Vesander
Product Manager at Best Practice Software

Enhanced Reporting and Evidence-Based Decision Making With Cubiko

Cubiko seamlessly integrates with Bp Premier, to allow Practices to quickly and easily filter and interpret large amounts of data, to enable evidence-based decision making. Cubiko combines data sets to facilitate enhanced reporting and evidence-based decision making for Australian Practices. Dashboard insights allow change to be tracked and monitored to ensure desired results are achieved through an easy to understand, intuitive platform.

Popular Cubiko Metrics

Since Cubiko’s launch in October 2019, the platform has been gaining momentum across the country. Subscribers have embraced new, progressive ways of driving business insight into their Practice every day.

In this feature, we’ll show you some popular metrics that detail how subscribers are transforming their Practices through leveraging the power of their data.

Busiest Booking Time

Cubiko quickly shows the busiest time when the Practice reception team and online booking engine are making appointments in the Diary.

Unbilled Appointments Metric

Early on, Practices were adopting a new focus on data, specifically around the identification of unbilled appointments.

Through this metric, Practices can monitor any unbilled appointments, complete the billing and effectively track as the number of unbilled appointments reduces over time.

10997 Eligible Patients Metric

This metric makes it easier for nurses to provide every opportunity for care. Provide your nurses with a list of today’s patients who qualify for 10997, with a deeper view on appointment data and time per patient.

Special Offer

Between now and 22nd May, Cubiko are offering all new subscribers a $500 credit towards getting Cubiko set-up and running in your practice.

To take advantage of the special offer, book in for a one-on-one demo, or contact the team on 1300 CUBIKO.

Offer ends 22nd May. T’s & C’s apply.

Sunsetting of Older Versions of Bp Premier

Sunsetting of Bp Premier version

Bp Support News: For Australian users of Bp Premier

As part of our ongoing commitment to our customers in supporting seamless patient care and the day-to-day operations of Practices, we continue to release newer versions which offer a range of updates related to regulatory requirements, improvements to security, fixes to known issues, newly added features and enhancements.

For your convenience, we have provided an extensive list of updates which can be accessed by clicking here.

With this in mind, as previously advised in April of last year, from 2nd October 2019, we ceased providing support for all versions of Bp Premier prior to LAVA SP3 1.8.8.810. From 1st July 2020, we will be ceasing support for all version of Bp Premier prior to Jade 1.10.0.880.

Sunsetting will be a continuous process, with support for each version ceasing six months after the newest version has been released. Find out more information here.

Ceasing support includes version-specific templates, old reports, minimum software requirements and access to Bp Support Services.

Our Support team is here to help you upgrade to the latest version of Bp Premier.  In addition, check out our Knowledge Base, which will provide you with all the information you need to upgrade. Click here for more about upgrading to Jade SP2.

SafeScript April 2020 Requirements for Victorian Practices

Important Information: April 2020 SafeScript Requirements for Victorian Practices

From April 2020 it will be mandatory for all Victorian prescribing clinicians to check SafeScript prior to writing or dispensing a prescription for high-risk medications.

The Drugs, Poisons and Controlled Substances Act 1981 specifies penalties that can be imposed on clinicians if they do not take all reasonable steps to check SafeScript when prescribing or dispensing a high-risk medicine so it is extremely important that your Practice is prepared and has started using SafeScript prior to the April deadline.

The implementation of SafeScript at your Practice will allow prescribing and dispensing records for certain high-risk medicines to be transmitted in real-time to a centralised database which can then be accessed by doctors and pharmacists during a consultation. SafeScript provides prescribers and pharmacists with a clinical tool to make safer decisions about the prescribing or dispensing of high-risk medicines, and facilitate the early identification, treatment and support for patients who are developing signs of dependence.

What can you do to start preparing now?

For Bp Premier Practices:

  • Ensure each clinician has registered for SafeScript via the SafeScript website
  • Ensure you are using the latest release of Bp Premier
  • Your practice must use eRx or MediSecure as your electronic prescription service
  • Your practice must have at least one location in Victoria defined in Setup > Practice Details
  • Enable the ‘Safe Script’ function via Preferences for each prescribing clinician within your Practice

For Bp VIP.net Practices:

  • Ensure each clinician has registered for SafeScript via the SafeScript website
  • Your practice must use eRx as your electronic prescription service
  • Option 1: An integrated version of SafeScript will be available for BpVIP.net users in March 2020. Once this is made available, we recommend installing and configuring SafeScript as soon as possible
  • Option 2: If you would like to start using SafeScript now, users can download a non-integrated version of SafeScript. Please click here for the Installation Guide provided by SafeScript

For VIP Gold Practices:

There will be no integrated solution available for VIP Gold users, due to this prescribing clinicians will need to login to the SafeScript portal and complete a check prior to prescribing any high-risk medications within VIP Gold.

To support our Victorian Practices through this change, we will soon commence engaging those Practices that have not yet started using SafeScript to provide support and guidance in relation to implementing all requirements prior to April 2020.

In the interim, if you would like to know more about SafeScript please visit the SafeScript website and the SafeScript brochure for Healthcare Professionals. The SafeScript General Enquiries team can be contacted on 03 9096 5633 or via email safescript@dhhs.vic.gov.au. Further information regarding this initiative can also be directed to our Commercial Partnership team on 1300 40 1111, option 4.