A demo is a performance. It shows a clean database, a fast connection, and a presenter who knows every shortcut. Nothing in it is dishonest, and almost none of it tells you what running the system for three years will be like.

These are the questions that do.

About the money

  • What is the total cost in year one, including licence, setup, migration, training and hardware
  • What is the recurring cost in year two, and what governs increases
  • Is pricing per user, per site, or per patient record, and what happens when we grow
  • Which modules are included and which are extra. Pharmacy, laboratory, HMO billing and reporting are common surprises
  • Is support included or billed separately, and what does it cover
  • What is charged for a configuration change we request later

About your data

The most important section, and the one that gets least attention while everyone is optimistic.

  • Can we export our complete data, ourselves, at any time, without asking
  • In what format, and does it include attachments and images
  • Who owns the data. Get this answer in the contract, not in conversation
  • If we terminate, how long do we have to extract everything, and is there a fee
  • Where is the data physically hosted

A vendor who is relaxed about your ability to leave is usually a vendor confident you will not want to.

About support

  • Who do we contact, through what channel, and during what hours
  • Is support provided in Nigeria or from another time zone
  • What is the escalation path when the system is down entirely
  • Can we speak to a current customer of similar size, chosen by us from a list rather than supplied as a testimonial

About the company

  • How long have they operated, and how many Nigerian healthcare clients do they have
  • How many are of our size and type. A system proven in a large hospital may not suit a six-room clinic
  • How often is the product updated, and are updates included
  • What happens to our installation if the company is acquired or closes

About the work you will have to do

Vendors describe implementation as something done to you. It is not. Ask what they need from you, in hours, from which staff, over what period. A realistic answer builds confidence. An answer suggesting it will be effortless is a warning.

Two things to insist on

A trial with your own data, however limited, rather than a demo with theirs. And a written implementation plan with named responsibilities and dates before any money moves.

If a vendor will not do either, that is itself the answer. Our EMR service is happy to be asked all of the above, and we would think less of a practice that did not.