Issue link: https://www.e-digitaleditions.com/i/1469972
11 Spring/Summer 2022 | Equine Solutions What makes technology "better"? When debating the merits of any new technology or platform, it's important to remember that it's not about what technology is better – it's about what works best for the people (and animals) that rely on it. If technology doesn't serve its users, it fails. Plenty of technical marvels gather dust because, despite their ingenuity, they aren't flexible enough to fit the evolving needs of users. In short, rather than having to adapt your needs for technology, you should expect adaptable technology that fits in with your evolving needs. We know the most pressing needs of today's veterinary practices aren't immediately addressed by technology. In April of 2021, Covetrus partnered with research firm KS&R to conduct a blinded online research survey of 514 veterinary software decision-makers at United States- based veterinary practices with patient populations of at least 50% companion animals or more. When asked to write in their biggest challenge for their practice, 42% of all respondents reported hiring/staff retention issues. In a structured list of values, 98% of respondents cited quality of care to be among the most important (88% "very important," 10% "somewhat important"). Comparatively, only 31% of respondents said "leveraging technology to improve business operations" qualified as "very important." Taken together, we can conclude that things relating to people (pet personhood included), as well as processes like quality of care, are paramount in the veterinary world. Technology is often much further down on the list of priorities. 42% of respondents report hiring/staff retention issues as their practice's biggest challenge. Of course, quality of care and empowered, effective staff aren't unrelated to technology. Think of technology like the wiring, plumbing, or other infrastructural parts of a home: you never think about it when it does what it's supposed to, but it's a big issue when it doesn't. Good technology, though, shouldn't just hum along behind a curtain. It should actively enhance care delivery processes, and it should be something that you and your staff can easily use – and maybe even enjoy. For an effective balance of people, process, and technology in a healthcare setting, human healthcare has set the paradigm. Granted, external forces like government grants for technology sophistication, and accreditation accolades like EMRAM help enforce the issue. But along with these external forces come internal advantages for efficiency and profitability, together creating a virtuous cycle for adaptively enhancing care through technology. In terms of sophistication and breadth of capabilities, human healthcare solutions are said to be a solid decade ahead of the veterinary world, not because human healthcare professionals like technology more, but because human healthcare demands have required more of the technology. Stringent healthcare standards aren't the only force pushing human healthcare technology to be adaptable and effective for healthcare providers. Human patients, as consumers, have also been inundated with technological adaptations and innovations in everyday life. If a patient feels a provider is behind the times, outside of emergency situations, they'll take their business elsewhere, and the same goes for veterinary clients. The cloud is all hot air if it's not adaptable When it comes to essential, must-have technology, practice information management software (PIMS) is likely at the top of a veterinarian's list. But among the many veterinary professionals who do have a PIMS, looking for, or expecting "better" from, a PIMS doesn't seem to be commonplace. The majority of respondents in our research study haven't exactly been "shopping around" — 67% report having their platform for at least six years, most of whom (47%) have had their platform for more than ten years. Moreover, 86% of respondents explicitly stated they're not actively considering changing platforms. Elevating veterinary technology expectations