Customize Your Clinic System for Your Workflows

Customize system forms, services, permissions, reports, monitoring and automation to fit your center’s procedures. But start with a more important question: Do you really need customization? The most expensive thing for systems projects is requiring customization for a procedure that has not yet been tried in a standard setting — paying for it and then discovering that an off-the-shelf alternative was more suitable.

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When is preparation enough and when is customization required?

The difference between the two is not technical, but commercial for you: the first is within implementation and does not affect updates, and the second is an independent item with cost, time, and ongoing responsibility. Ask any provider to classify each of your requirements into one of two categories in writing.

Setup within the system

Flexibility built in, set in implementation phase.

Services, their durations, prices, and reservation rules.
Roles, permissions, and information limits for each role.
Evaluation forms, documentation templates, and fields.
Accreditation and review pathways and timelines.
Alerts, reminders and their Arabic texts.
Filter and save standard reports for your team.

Custom development

Goes beyond the product frame, and is estimated as a stand-alone item.

A screen or workflow does not exist in the system.
A report in a format imposed verbatim by a third party.
An indicator with a mathematical equation specific to your facility.
A business rule that does not resemble standard system logic.
Connecting to a closed system requires a special solution.
An interface with a special identity and flow for a platform project.

Rule of thumb: Run first, then allocate. Postpone each non-binding allocation request until after two months of actual operation. You’ll discover that some of them disappeared because the standard setup solved them, and some of them changed after your team got used to the system — saving your facility a whole lot of money.

Ranges are negotiable

These are areas where customers typically request customization. Some cover the entire setup, and some require development depending on the depth of the request — we determine this after the requirement is described, not before.

Models and evaluations Questions, conditional logic, grading rules, and ranges specific to your center’s methodology.

Documentation templates Sections and fields are mandatory depending on your session type and authentication directory.

Services and booking rules Special conditions: qualifications of the service provider, or a mandatory sequence between services.

Approvals and permissions Special approval forms and multi-level approval paths.

Programs and Paths A program structure with stages and transition conditions specific to your methodology.

Reports Third-party imposed formulas or indicators with special formulas.

Alerts and automation “If this happens, do that” rules associated with your center’s procedures.

Special binding Integration requires a customized solution according to what you find in Integrations page.

The impact of customization on the project

Each customization requirement has a clear path and is included in the project scope, cost and time. We do not accept verbal requirements during implementation because they are the fastest way to delay the project and cause the parties to disagree on what was agreed upon.

Requirement description

The current and requested procedure, its users, exceptions, and expected output are written and reviewed with you.

Classification and estimation

Is classified as: preparation within implementation, development with cost and time, or a standard alternative that we suggest to you.

Insertion and execution

The project is included in scope with a defined deliverable and acceptance criterion, and then implemented within its phase.

Testing and delivery

It is tested against the acceptance standard by your team, trained to use it, and then goes into support.

What should appear in the presentation for each assignment?

Do not accept an open item titled “Customize as needed”:

Description of the requirement and its deliverable in a form that can be tested.
Its classification: preparation or development, and its cost if it is development.
Its impact on the project schedule and delivery phase.
Acceptance criterion: when is it considered completed and who approves it.
Post-delivery status: Does it come under standard support or has a special arrangement?

How do you document the requirement?

Most requests come to us in the form of a solution rather than in the form of a problem: “We need a button here” instead of “We need the administrator to know that this case has expired.” Describing the problem opens up cheaper and faster alternatives, describing the solution closes them.

Requirement description template

Use this order to describe each requirement, even in a short message. Five well-written lines sum up two meetings, protecting both parties from later disagreement over what was intended.

Read about the procedure analysis phase

Describe your requirement in five items

Send it as is with the quote request:

Current action: How it works today step by step.
Problem: What is lost, delayed, or made wrong by the team?
Users: Who implements, who depends, and who is affected.
Exceptions: Cases that deviate from the norm and how they are treated.
Expected output: What should appear or happen at the end.

Discuss your project requirements Procurement Requirements Checklist

Questions about customization

Three questions determine the scope and cost of the project.

What is the difference between setup and custom development?

Setup Use flexibility built into the system: Define your services, roles, templates, forms, approval paths, and alerts. It is implemented within the implementation, is not priced separately, and is not affected by updates. Custom development, on the other hand, is building something that doesn’t exist: a new screen, a business rule that doesn’t resemble the system’s logic, or a report in a literally imposed format. An independent item is estimated at a cost, time, and acceptance criterion. Ask that each of your requirements be categorized into one of two categories in writing before signing.

Do modifications affect updates?

System settings are not affected: your services, templates and permissions remain the same with every update, and you benefit from every new improvement. As for custom development, it depends on the way it is built: what is built within the framework of the product and its tools follows the natural update cycle, and what deviates from this framework needs review during major releases. We make this clear to you at the time of estimation, not a year later, and we specify in the presentation how each customization is dealt with when updated and who bears the effort of reviewing. This is an item that is often overlooked and becomes a later controversy.

Does the offer include special reports?

Standard reports, filtering, saving and exporting are part of the system. A report in a format imposed by a third party verbatim — with a specific column order and headings — or indexed to a formula specific to your facility is estimated and included in a clear line. Our tip: Submit the required report template with your RFP. Many of these can be achieved by filtering and exporting a standard report, which is faster and cheaper than building a custom report — and the difference is immediately apparent when you review the template.

Submit your requirements for review

Describe your procedures that you think need customization, and we review them item by item: what is achieved with the standard setup, what needs to be improved at cost and time, and what we suggest a simpler alternative. You will usually find that most of them are of the first category.

A written rating of each requirement before committing to a price.
Standard alternatives suggested to you by paid development allowance.
Clarity of the impact of each customization on updates and support.

Discuss your project requirements Request a demo

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