Choose practice software by testing the difficult workflow

Begin with the awkward work

Before reviewing software, list the tasks colleagues find difficult in the current system. These may include tracing a changed estimate, managing a callback across shifts or transferring a referral package. A feature list can look impressive while leaving those workflows unchanged. Ask the supplier to demonstrate the real task, not only the ideal journey.

Include representatives from reception, nursing, veterinary work and management in the assessment. Each role sees different points of friction, and a choice based entirely on one person’s experience may shift work onto somebody else.

Use consistent scenarios

Prepare a small set of fictional cases and use them with every shortlisted system. Ask where the authoritative record sits, how an amendment is visible and who can see an outstanding task. Keep the scenarios realistic without uploading identifiable client or patient information for a sales demonstration.

Check how staff learn the workflow. A process that depends on many hidden clicks may be manageable for an expert demonstrator and difficult for a returning locum. Consider training and support alongside the capability itself.

Examine data responsibilities

Ask where information is stored, which organisations can access it and how the practice can retrieve it when the relationship ends. The ICO’s UK controller and processor guidance addresses relevant contractual responsibilities. Obtain appropriate privacy and legal review for the actual supplier arrangement rather than relying on a compliance slogan.

Include connected services in the discussion. Messaging, online booking and document tools may involve different providers and permissions. Ask which integrations are covered by the proposed arrangements and who owns the task of maintaining them.

Assess the transition honestly

Plan migration, training, temporary disruption and the treatment of historical records before signing. Confirm what the supplier will deliver and what the practice must do itself. Test how essential information will remain available during the change with the responsible clinical professionals.

Compare options against the same operational questions and document unresolved limitations. The best fit is a system the team can use to provide its service, with understandable responsibilities and a credible transition plan. Attractive screens and a long feature list cannot establish that fit on their own.

Sources and publication note

• ICO: Contracts and liabilities between controllers and processors

Published by Pets & Vet. AI-assisted operational analysis; linked source checked on 23 October 2026. This article is not a clinical protocol or a substitute for professional judgement.

The ICO marks its linked guidance as under review following the Data (Use and Access) Act. Check the current guidance when reviewing a supplier contract.