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Building Strong IT Foundations with Jack Wiley from Legend Networking · Hey Docs!

0:06
Speaker 1: Welcome to the Haydocks Podcast with your host Jill Allen.
0:09
Speaker 1: Today I am joined by Jack Wiley from Legend Networking.
0:13
Speaker 1: Jack works with orthodonic practices on the technology and infrastructure
0:18
Speaker 1: side of operations, helping offices build secure, reliable systems that
0:23
Speaker 1: support both day to day workflow and long term growth.
0:26
Speaker 1: As practices become increasingly dependent on technology, aging hardware, cybersecurity
0:32
Speaker 1: risks and hipp A compliance challenges can quietly create major vulnerabilities.
0:38
Speaker 1: In this episode, we're talking about what both startups and
0:41
Speaker 1: established practices should be thinking about when it comes to it, strategy, security,
0:47
Speaker 1: and creating a strong technological foundation. So let's get started,
0:52
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2:21
Speaker 1: Grayfinch dot com. Forward slash Jill Allen, Jack, I am
2:30
Speaker 1: so excited to have you here on Haydocks. Thanks for
2:33
Speaker 1: being here.
2:34
Speaker 2: I'm very excited to talk to you. Yeah, thank you
2:36
Speaker 2: for inviting me.
2:37
Speaker 3: Jill.
2:37
Speaker 1: Absolutely absolutely. And it's not very often I get to
2:41
Speaker 1: you know where I'm going with this, We get to
2:42
Speaker 1: say Jack and Jill, right, you know, I think it's
2:47
Speaker 1: very very few times in my life have I got
2:49
Speaker 1: to say that. So anyways, I would love it, Jack.
2:52
Speaker 1: The way I love it on Haydocks is to have
2:54
Speaker 1: my guests talk a little bit about who they are,
2:58
Speaker 1: their background, how they got started in our industry or
3:02
Speaker 1: got into our industry, and then of course I want
3:04
Speaker 1: you to talk a little bit about legend networking as well.
3:07
Speaker 2: Wonderful, wonderful, happy to share with you. So my name
3:11
Speaker 2: is Jack Wiley. Our company is a legend networking in
3:14
Speaker 2: telecom and we're headquartered here in Dallas, Texas.
3:18
Speaker 3: We operate nationwide.
3:19
Speaker 2: We are a dental specific IT provider all things technology
3:24
Speaker 2: for practices, new existing practices, ongoing support, things of that nature.
3:29
Speaker 2: But where I come from originally from Iowa, spent about
3:32
Speaker 2: seventeen years in Arizona in the software development field, and
3:37
Speaker 2: Ian Lynch, the owner of our company here, found me
3:40
Speaker 2: and recruited me and my wife and I moved over
3:44
Speaker 2: here to Dallas about eight years ago and I've been
3:47
Speaker 2: with a legend ever since.
3:48
Speaker 3: Absolutely loved the place.
3:49
Speaker 2: We're a family owned company of about sixty employees here
3:53
Speaker 2: locally and then technicians throughout the country.
3:56
Speaker 3: I don't really count them.
3:58
Speaker 2: Yeah, we're basically covering dental practices all over the country,
4:02
Speaker 2: and we absolutely love what we do.
4:05
Speaker 1: Yeah, I love that. And it's always fun to talk
4:08
Speaker 1: with people who've been in our industry for a while.
4:10
Speaker 1: And when we think about it and support sometimes we
4:16
Speaker 1: don't always say, oh, that's the sexiest side of our business,
4:19
Speaker 1: but you know, really it is such a backbone to
4:23
Speaker 1: our orthodonic and dental practices now because if we do
4:26
Speaker 1: not have a good infrastructure for our networking and our
4:30
Speaker 1: systems that are in place, and as we especially continue
4:33
Speaker 1: to see technology just growing and growing and growing, it
4:37
Speaker 1: can really become a hindrance I believe to growth in
4:41
Speaker 1: orthodonic practices. And so today I wanted to start off
4:46
Speaker 1: by you know, I work with a lot of startups,
4:48
Speaker 1: but I wanted to start off by talking to some
4:52
Speaker 1: of my more established practices and talking to you a
4:56
Speaker 1: little bit about I think sometimes with our computer system
5:00
Speaker 1: and whatnot, it's a little bit of set it and
5:02
Speaker 1: forget about it type of a thing. And what I
5:05
Speaker 1: tend to see is many offices are just really they
5:10
Speaker 1: get to the point where they're operating on really aged
5:12
Speaker 1: hardware and outdated systems. And I want you to talk
5:18
Speaker 1: to us a little bit, and I think doc this
5:20
Speaker 1: applies to you who may be purchasing practices as well,
5:24
Speaker 1: and something that you need to be paying attention to.
5:27
Speaker 1: But I would like it, Jack, if you wouldn't mind
5:29
Speaker 1: talking to us about some of those bigger risks that
5:33
Speaker 1: we need to be aware of or practices face when
5:37
Speaker 1: they are delaying that expense to bring our systems up
5:42
Speaker 1: to where they need to be so that we aren't
5:45
Speaker 1: at risk.
5:46
Speaker 3: Sure.
5:46
Speaker 2: Sure, so we definitely see the whole gamut of practices
5:51
Speaker 2: from I don't want to say the older doctors that
5:54
Speaker 2: are they've been doing things the same way for many
5:58
Speaker 2: years and they see their exit strategy and maybe they
6:03
Speaker 2: don't want to invest into new technology. So it's kind
6:06
Speaker 2: of one of those things. If it's not broke, don't
6:09
Speaker 2: fix it.
6:09
Speaker 1: Yep.
6:10
Speaker 2: But then it's an interesting topic really because you know,
6:13
Speaker 2: some doctors will stay on top of it from day one.
6:17
Speaker 2: They understand the importance of strong network infrastructure and having
6:22
Speaker 2: newer systems running updates and keeping on top of technology
6:28
Speaker 2: trends and things of that nature. But there's definitely some
6:31
Speaker 2: bigger problems with the I'll call some of the older
6:35
Speaker 2: practices or the late adopters to some of the technology
6:39
Speaker 2: because they really put their self and their practice, and
6:43
Speaker 2: in all honesty, they are patients at risk because they're
6:46
Speaker 2: holding on to all this patient health information. And if
6:50
Speaker 2: they have older systems, for example, that are no longer
6:54
Speaker 2: supported by Windows, no longer receiving updates, I mean, they're
6:58
Speaker 2: really putting all the information at risk because people with
7:02
Speaker 2: an elementary level hacking ability are able to go phishing
7:07
Speaker 2: through all of their information. And it's one of those things.
7:11
Speaker 2: I mean, no doctor wants to have to send that
7:14
Speaker 2: letter out to every single one of their patients explaining
7:17
Speaker 2: that they had a breach. So we try to keep
7:20
Speaker 2: that in check by letting the doctors know exactly what
7:24
Speaker 2: they need to be doing to keep that information safe.
7:27
Speaker 2: And part of that's going to be making sure that
7:30
Speaker 2: you're running, for example, newer computers that are supported by
7:33
Speaker 2: Windows every couple of years, and it just happened actually
7:37
Speaker 2: last year, Windows phases out certain operating systems, and when
7:42
Speaker 2: they do that, they no longer provide updates and support
7:45
Speaker 2: for those older operating systems, and that's when you start
7:48
Speaker 2: to get into some trouble. So you don't want to
7:51
Speaker 2: harp on anybody to make sure that what they're using
7:56
Speaker 2: is up to date, especially when it could be one
7:58
Speaker 2: of these situations where they've got twenty thirty computers in
8:02
Speaker 2: a practice and it's not an update situation. It's a
8:06
Speaker 2: you've got to replace a lot of computers and it's
8:08
Speaker 2: probably going to cost you some money, but it's just
8:10
Speaker 2: one of those costs of doing business more than anything.
8:13
Speaker 1: Yeah, yeah, I'm wondering if I'm going to put you
8:16
Speaker 1: on the hot spot here for a minute. But I
8:18
Speaker 1: think about my docs who are doing acquisitions a lot,
8:21
Speaker 1: and you did kind of point this out. A lot
8:23
Speaker 1: of times my more established practices, when they are in
8:26
Speaker 1: that exit strategy, they're coming to the end of practicing
8:31
Speaker 1: and they're ready to transition that off into a new doctor.
8:35
Speaker 1: I think so many times my younger docs that are
8:37
Speaker 1: coming in and acquiring that practice, they're so focused on
8:41
Speaker 1: p and LS and the profit and the delinquencies and
8:45
Speaker 1: all the stuff that kind of thinking about the network
8:49
Speaker 1: and the system that runs that practice is a lot
8:52
Speaker 1: of times, like the last thing, it's kind of like
8:55
Speaker 1: a piece of equipment. Yeah, yeah, I know, we got
8:57
Speaker 1: an X ray machine, but I'm sure it's working and
9:00
Speaker 1: it's fine. I'm wondering if you were to name like
9:03
Speaker 1: three things. Maybe if a doctor were evaluating purchasing a
9:08
Speaker 1: practice and they know that the practice is you know,
9:12
Speaker 1: and maybe has been more established, maybe they know right
9:15
Speaker 1: away that the practice does not have updated computers or
9:19
Speaker 1: maybe still running off of a server, you know, different
9:22
Speaker 1: things like that. Can you give us just a couple
9:25
Speaker 1: like be aware of this, check in on this, some
9:28
Speaker 1: things that my younger docs can just put in their
9:31
Speaker 1: little checklists of things to be aware of.
9:34
Speaker 2: Absolutely, and we deal with a ton of these offices,
9:37
Speaker 2: and ninety five percent of the time they haven't even
9:40
Speaker 2: thought about looking at the computers to see the age
9:43
Speaker 2: of them and how old all the network equipment is
9:46
Speaker 2: and everything else. So sometimes we'll step in and do
9:49
Speaker 2: what we call technology evaluation for these doctors, right, And
9:53
Speaker 2: the practice brokers hate us for it because the last
9:56
Speaker 2: thing they want is the new doctor telling the old doctor, well, listen,
10:00
Speaker 2: we're going to have twenty thirty grand worth of investment
10:04
Speaker 2: to make just in bringing things up to date because
10:07
Speaker 2: you haven't updated the computers in fifteen years.
10:10
Speaker 3: They don't want that stick in the wheel for their seller.
10:14
Speaker 2: But at the same time, you know, the doctor wants
10:16
Speaker 2: to know exactly what they're going to be getting into
10:19
Speaker 2: and if they need to build more money into the
10:22
Speaker 2: purchase so they can account for having to do these updates,
10:25
Speaker 2: because nobody wants to step directly into a situation where
10:29
Speaker 2: it's like, your computers are fifteen years old, yes, ten
10:32
Speaker 2: years old, and you've got outdated security policies. You've got
10:38
Speaker 2: no sort of security at all, unsecured wireless networks if
10:41
Speaker 2: you even have them. So I'd say three things to
10:44
Speaker 2: look at. I just look at the Windows operating system
10:47
Speaker 2: on the computers. Very easy way to tell if they
10:51
Speaker 2: are up to date. Windows eleven is basically the only
10:55
Speaker 2: supported operating system. Okay, the little search bar is in
10:59
Speaker 2: the middle of the screen at the bottom.
11:01
Speaker 3: If it's off to the left, it's Windows ten. So
11:04
Speaker 3: that's just something very simple, beautiful.
11:06
Speaker 2: Normally, either all the computers are up to date or
11:09
Speaker 2: none of them are up to date unfortunately. Yeah, and
11:15
Speaker 2: then I would just check to see what the network
11:17
Speaker 2: equipment looks like, because usually you can open up the
11:20
Speaker 2: little room where all their equipment is and if it
11:24
Speaker 2: looks like a complete train wreck.
11:27
Speaker 3: You may have some feature.
11:29
Speaker 2: Yeah, yes, yeah, when we have to go and do
11:33
Speaker 2: like break fixed situations where something's broken, we have to
11:37
Speaker 2: pretty much like unravel this puzzle of twenty years worth
11:41
Speaker 2: of various IT companies that have been touching it and
11:44
Speaker 2: the spaghetti monster of wiring and all the fun thing
11:48
Speaker 2: to go on with that. So those would be kind
11:52
Speaker 2: of the two big things. There's a ton of small things,
11:55
Speaker 2: but I just kind of try to get a general
11:57
Speaker 2: great sense of how long ago the last upgrades we're
12:01
Speaker 2: done to computers, And yeah, I'd think the most common
12:04
Speaker 2: answer that you're going to get hosts four or five
12:07
Speaker 2: years ago, and that always means eight, nine, ten years ago.
12:11
Speaker 1: So yeah, And I think you bring up such a
12:14
Speaker 1: good point. And I want my docs, especially once who
12:16
Speaker 1: are doing acquisitions, but even my established that may be
12:20
Speaker 1: listening to is if we're doing an acquisition, I always
12:23
Speaker 1: tell my docs like, this is not personal, this is business,
12:27
Speaker 1: and you are getting ready to purchase a business that
12:32
Speaker 1: is going to be your livelihood for the next x
12:35
Speaker 1: amount of years. And whether that means that we have
12:38
Speaker 1: to update systems or not, you really have to understand
12:42
Speaker 1: if there is a risk that's coming at you, what
12:45
Speaker 1: are you going to do about that risk? Whether that
12:47
Speaker 1: is just the fact that yes, I have hardware that's
12:50
Speaker 1: going to need to be updated, or there just may
12:53
Speaker 1: be some risk in general with the system, and maybe
12:56
Speaker 1: we're at a point where we're already thinking of switching software.
13:00
Speaker 1: So what does it look like to build that cost
13:03
Speaker 1: into switching out software, updating technology.
13:06
Speaker 2: Yeah, converting migrating data over from one practice management to another.
13:10
Speaker 2: The thing is, I mean, you can get these evaluations
13:13
Speaker 2: done in a matter of usually five ten minutes. I
13:16
Speaker 2: do FaceTime with doctors all over the country. Usually takes
13:21
Speaker 2: you five to ten minutes, and we'll just do a
13:23
Speaker 2: quick little walkthrough and like, hey, doctor, here's a couple
13:26
Speaker 2: things to have a look at.
13:28
Speaker 3: Here's what to keep your eyes open for.
13:29
Speaker 2: I would always suggest every doctor that's watching us replace
13:34
Speaker 2: your firewall the minute you get in there. The very
13:37
Speaker 2: first thing to do would be remove all remnants of
13:41
Speaker 2: old employees that may have remote access.
13:44
Speaker 1: Oh that's a good one, yeah.
13:45
Speaker 2: Yeah, removing remnants of old tech companies. You don't want
13:50
Speaker 2: anybody fishing through your network that you won't even know
13:53
Speaker 2: that they're on there.
13:54
Speaker 3: That's the bad thing.
13:56
Speaker 2: So replacing that firewall is kind of like putting a
13:59
Speaker 2: big new iron door at the front of the practice
14:02
Speaker 2: and just controlling incoming and outgoing traffic on the media
14:06
Speaker 2: network and everything else.
14:08
Speaker 1: Yeah, that's a great pearl. That's a really really good
14:10
Speaker 1: one that again, I just don't think we think a
14:12
Speaker 1: lot about a lot of times we think about all
14:14
Speaker 1: the other things, especially in an acquisition, but we don't
14:17
Speaker 1: necessarily think about that. Such a good reminder and a
14:21
Speaker 1: good pearl. So let's switch gears a little bit now
14:24
Speaker 1: and let's talk about startups. And of course I've had
14:27
Speaker 1: other IT companies on as well, but I want you
14:30
Speaker 1: to talk about what you feel and your team feels,
14:35
Speaker 1: legend feels just creates like a strong technology foundation for
14:40
Speaker 1: a practice and what that really looks like and what
14:43
Speaker 1: doctors should be prioritizing when they are opening their doors.
14:48
Speaker 1: And I'm sure this does apply also to establish practices
14:52
Speaker 1: as well, because you know, a lot of this probably
14:54
Speaker 1: is very similar. But especially when I think so many
14:58
Speaker 1: times for my startup dot or or my younger doctors,
15:01
Speaker 1: there's so much coming at you, and it's like where
15:05
Speaker 1: do I prioritize? And yeah, I understand that I need
15:09
Speaker 1: to be paying attention to all these things, but I
15:12
Speaker 1: also don't even have a patient coming in my door
15:14
Speaker 1: yet and my budget is very small, and I don't
15:17
Speaker 1: know where to put my eyes knowing that I will
15:21
Speaker 1: grow as my practice grows. So what do you guys
15:23
Speaker 1: think is that technology foundation that we need to really
15:25
Speaker 1: be paying attention to.
15:27
Speaker 2: So for a startup, first of all, you want to
15:30
Speaker 2: make sure that the infrastructure is in place not only
15:33
Speaker 2: for day one, but as the practice grows, as you're
15:37
Speaker 2: adding more chairs, more employees, making sure that you've got
15:43
Speaker 2: growth and scalability in mind. It's huge because some doctors
15:47
Speaker 2: will take this approach of well, you know, one of
15:50
Speaker 2: my friends told me that, you know, all I need
15:53
Speaker 2: to do is get internet service and get this Mesh
15:56
Speaker 2: Wi Fi network that I have at my house and
15:58
Speaker 2: then everything's going to be fine.
16:00
Speaker 3: I'll put it this way. We fix a lot of
16:02
Speaker 3: bad haircuts. We call it well, I love that.
16:04
Speaker 1: That's a great analogy.
16:07
Speaker 3: It's terrible.
16:08
Speaker 2: Or the husband that's the software engineer that decided to
16:12
Speaker 2: take on all of the it challenges that the practice.
16:15
Speaker 3: So a couple things that I would suggest.
16:18
Speaker 2: First of all, don't be afraid to have absolutely everything
16:22
Speaker 2: hardwired as much as possible. You want to have eliminate
16:26
Speaker 2: as many of the down the road challenges that you
16:30
Speaker 2: can connectivity. So for our help desk here, it's something
16:35
Speaker 2: like fifty percent of the incoming calls that we get
16:38
Speaker 2: from six hundred plus practices have to do with wireless
16:42
Speaker 2: connectivity issues. So anytime you have the opportunity, especially if
16:46
Speaker 2: it's a situation where hey, we're building a practice, you
16:50
Speaker 2: want to have everything hardwired, the computers, the telephones, you
16:54
Speaker 2: want to have wireless access points that are hardwired into
16:57
Speaker 2: the network, security cameras, things that. So we'll actually lay
17:02
Speaker 2: out the complete infrastructure for them, and whether or not
17:07
Speaker 2: it's us putting down the low voltage wires for them
17:10
Speaker 2: or them just taking the information to their low voltage vendor,
17:13
Speaker 2: but yeah, we'll lay it all out for them so
17:15
Speaker 2: they have a proper infrastructure and the room for the growth.
17:19
Speaker 2: But also considering the call the patient to entertainment portion
17:24
Speaker 2: of the equation, because we'll get into some situations where
17:28
Speaker 2: it's like, hey, we've got this big orith obey and
17:30
Speaker 2: we're gonna have TVs overhead of each of the patients
17:33
Speaker 2: and it's like, well, doc, let's talk about this, because
17:37
Speaker 2: you know their idea is to have streaming TV going
17:42
Speaker 2: on each of the t's, and I'm like, did you
17:44
Speaker 2: think about when I say just playing here and cars
17:48
Speaker 2: is playing here, You're going to have some serious noise
17:52
Speaker 2: pollution and some really annoyed employees really quick. So it's
17:56
Speaker 2: all just part of the interview process with them finding
18:00
Speaker 2: out exactly what they have in mind and putting these
18:02
Speaker 2: problems out there and seeing kind of how they want
18:05
Speaker 2: to deal with it, because we'll oftentimes go in and
18:07
Speaker 2: give them the option, Okay, we're going to have all
18:10
Speaker 2: these evs all playing the same content.
18:12
Speaker 3: What's also the ability, say to have you know, the
18:16
Speaker 3: one TV.
18:17
Speaker 2: That the parent doesn't approve of whatever you're watching, have
18:20
Speaker 2: the ability to put on the Bluetooth headset and watch
18:23
Speaker 2: their own programs.
18:24
Speaker 3: So just talking through everything.
18:27
Speaker 2: So once they open the practice, it's not like, well
18:30
Speaker 2: this isn't really working out, and I wish we had
18:32
Speaker 2: had this conversation. So we try to present every scenario
18:37
Speaker 2: to the doctors that I've seen out there. We've opened
18:41
Speaker 2: I mean several hundred orthodontists practices over the years and
18:45
Speaker 2: seeing what works, what doesn't work, what the latest trends are,
18:49
Speaker 2: and what people want and try to offer those ideas
18:53
Speaker 2: to each of the doctors that we work with.
18:55
Speaker 1: Yeah, I love that. And again, I think that when
18:58
Speaker 1: we think about our data layout and what we're doing
19:02
Speaker 1: in our office, that initial plan, I think it can
19:05
Speaker 1: become really hard for my startup docs because they've either
19:10
Speaker 1: only seen it a certain way in an associate ship position,
19:14
Speaker 1: or it's just hard to think about, well, what will
19:18
Speaker 1: it look like when I am busier. And I always
19:21
Speaker 1: tell docs if we can really think about that, and
19:24
Speaker 1: you use the word low voltage, and for anybody who
19:26
Speaker 1: doesn't know, that's you know, our data cabling, yep, And
19:30
Speaker 1: that's just kind of what runs everything in our office.
19:33
Speaker 1: And I think a lot of times our docs think, oh,
19:36
Speaker 1: I'll just run everything wirelessly, and you know, I mean
19:40
Speaker 1: talk about a nightmare in and of itself, Like, yeah,
19:42
Speaker 1: that may work great when you have one computer and
19:45
Speaker 1: one thing going in your office, but that doesn't work
19:48
Speaker 1: great when we've got twenty computers and all kinds of
19:51
Speaker 1: data running and all of that. But also, I think
19:55
Speaker 1: you just made a really good point that, especially from
19:59
Speaker 1: a startup, if we can think about where we want
20:03
Speaker 1: our cabling to go and where we're going to hook
20:06
Speaker 1: up televisions, even if it's not now, but where it
20:09
Speaker 1: could be. It's so much easier to do that wiring
20:12
Speaker 1: before our drywall goes on to come back after the fact,
20:16
Speaker 1: and you guys have had to do this, and not
20:18
Speaker 1: that we can't do it this way, but man, it's
20:20
Speaker 1: a bummer to punch through a brand new drywall and
20:23
Speaker 1: be like, I change my mind after the walls are
20:26
Speaker 1: up and now you've got this beautiful drywall that you're
20:29
Speaker 1: punching through and trying to fish wire through. That would
20:32
Speaker 1: have been so much easier if we did it when
20:34
Speaker 1: everything was wide open, before everything went on exactly.
20:38
Speaker 2: Yeah, just planning ahead as much as possible. It could
20:41
Speaker 2: even be Hey, you know, let's look at your lab.
20:44
Speaker 2: Let's look in sterile where may you potentially have a
20:47
Speaker 2: three D printer in the future where even if it's
20:51
Speaker 2: not day one, it's like, hey, you know, are you
20:53
Speaker 2: going to want an ordering station somewhere where you can
20:55
Speaker 2: have a telephone and a computer to order product or
20:58
Speaker 2: peak at the scale schedule, or enter clinical notes between patients.
21:03
Speaker 2: We just want to make sure that we're placing data
21:06
Speaker 2: in the proper places. And like you said, I mean,
21:09
Speaker 2: data can be run down the road, but there's just
21:12
Speaker 2: certain areas where it's going to end up looking sloppy,
21:15
Speaker 2: and we don't ever want your beautiful, brand new practice
21:19
Speaker 2: right to have wires running across the countertops and look
21:23
Speaker 2: like a mess.
21:24
Speaker 1: So yeah, yeah, and definitely we've seen those You and
21:26
Speaker 1: I both have seen those offices are really oh shoot,
21:29
Speaker 1: you know that doesn't look nearly as good as it
21:33
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22:36
Speaker 1: the AdEx Smart Start is definitely worth a closer look.
22:40
Speaker 1: Just follow the link in the show notes to learn more.
22:48
Speaker 1: So let's switch gears a little bit, and I want
22:51
Speaker 1: to talk about security and hip A compliance because I
22:55
Speaker 1: think that those are again not the things we want
22:58
Speaker 1: to talk about. Nobody gets into business and like, oooh,
23:01
Speaker 1: I can't wait to deal with HIPPA compliance. That is
23:03
Speaker 1: going to be the best thing ever. But we have
23:07
Speaker 1: to we have to think about that, we have to
23:09
Speaker 1: understand what that looks like. So I'm wondering if you
23:13
Speaker 1: can talk a little bit about that from the IT
23:16
Speaker 1: side and what we need to be thinking about as
23:20
Speaker 1: practice owners.
23:22
Speaker 2: Well, so there's a lot there. Hipp Is this ever changing?
23:29
Speaker 2: If you ever look at the Hippo Bible, some refer
23:32
Speaker 2: to it as there's something new in it every day.
23:34
Speaker 3: It seems like there's no way.
23:37
Speaker 2: That any practice is ever going to be one hundred
23:39
Speaker 2: percent compliant. But having ongoing training is probably one of
23:44
Speaker 2: the best things I can recommend. Between that and just
23:48
Speaker 2: initial training of employees as well is huge. So Department
23:52
Speaker 2: of Defense actually has a link to their website that
23:57
Speaker 2: you can.
23:57
Speaker 3: Put the layout of it is almost like a video game.
24:00
Speaker 2: So you sit the employee down and they have to
24:02
Speaker 2: go through to the individual fields and it's just a
24:06
Speaker 2: great training.
24:07
Speaker 3: I can provide the link to you.
24:08
Speaker 1: Oh, that'd be great, We'll put it in the show notes. Yeah,
24:11
Speaker 1: that would be great.
24:11
Speaker 3: It's great.
24:12
Speaker 2: So you can put employees down front of the training.
24:14
Speaker 2: And there's the other cyber training. It's going to cover
24:17
Speaker 2: things like because most threats, some are from the outside,
24:22
Speaker 2: but a lot are from the inside. It has to
24:24
Speaker 2: do with employees checking their personal emails at work and
24:30
Speaker 2: flicking on the wrong link or hey, this looks like
24:33
Speaker 2: a legit receipt from a vendor that we know, and
24:36
Speaker 2: then them clicking on a link inside of a word
24:38
Speaker 2: document opening up the network for malware, for ransomware. But
24:45
Speaker 2: it's an employee training thing, and they're usually the cause
24:49
Speaker 2: of most of the bad things that come onto the network.
24:53
Speaker 2: So the other part of that, though, is having good
24:57
Speaker 2: end point security, yes, which is huge. It's not just
25:00
Speaker 2: about anti virus, it's about active protection. We deploy active
25:06
Speaker 2: protection on all the workstations that we work with because
25:10
Speaker 2: you just absolutely never know what's going to come on
25:13
Speaker 2: to them, So we want to keep people protected.
25:16
Speaker 1: Yeah, and I'm even thinking like nowadays, what should backups
25:21
Speaker 1: look like? Do we need to do backups anymoremon I
25:24
Speaker 1: think there's been so much change even in that I'd
25:27
Speaker 1: love for you to talk to us about what you
25:30
Speaker 1: guys think is important on both of those fronts.
25:33
Speaker 3: Well, so a few things there.
25:34
Speaker 2: So you've got first of all, like backups that will
25:38
Speaker 2: happen of individual work nations because most of the orthopractices
25:42
Speaker 2: have moved to cloud based practice management.
25:46
Speaker 3: That doesn't mean that there's no backups being performed.
25:48
Speaker 2: I mean, if you've got a CBCT, you need to
25:51
Speaker 2: back up those images because if that computer goes down,
25:55
Speaker 2: we will typically deploy what we call the NAS, so
25:58
Speaker 2: it's a local backup clients and it's just constantly running
26:02
Speaker 2: in the background and doing incremental backups throughout the day
26:05
Speaker 2: and then running full backups at night. So backing up,
26:08
Speaker 2: say your CT and then imaging all your workstations. So
26:11
Speaker 2: in the event that let's just say the front desk computerized,
26:15
Speaker 2: we can replace the computer, run the image from the
26:18
Speaker 2: day before, and fast recovery time. But for off site
26:23
Speaker 2: shared files, and file backup. You want to make sure
26:26
Speaker 2: that you're going through proper two factor authentification. There's a
26:31
Speaker 2: lot of security measures that can be put into place,
26:35
Speaker 2: individual passwords for individual users, different security levels for those
26:40
Speaker 2: employees as well, so some may have more access than others,
26:45
Speaker 2: but then also not forgetting. It's like, hey, this practice
26:49
Speaker 2: manager has gone elsewhere. We need to remove certain permissions
26:54
Speaker 2: and passwords and things of that nature. So just being
26:58
Speaker 2: conscious and taken, I want to say more of a
27:01
Speaker 2: proactive approach to security than hey, we've had a breach.
27:06
Speaker 2: Let's call our I T people and figure out what's
27:09
Speaker 2: going wrong. Yeah that off of the past.
27:12
Speaker 1: Yeah, no, I think that that's great. I'm curious. I'm
27:15
Speaker 1: going to throw you a curveball here. I'm curious if
27:18
Speaker 1: you see, I have a lot of docs and you
27:21
Speaker 1: probably are running in this too, that are running max
27:24
Speaker 1: versus PCs, and I think there is inherently this spot.
27:30
Speaker 1: And I'm a Mac user too, so I fall in
27:32
Speaker 1: the camp but kind of just well I'm more secure.
27:36
Speaker 1: I'm curious if you can talk to that a little bit,
27:40
Speaker 1: and maybe if you guys take a different approach or
27:43
Speaker 1: have different coaching when you've got offices that are running
27:47
Speaker 1: primarily MAX. Of course you're usually our capture station is
27:51
Speaker 1: always still going to be a PC. But do you
27:54
Speaker 1: mind talking through that a little bit, because I think
27:57
Speaker 1: that that's just coming up more and more. We're seeing
28:00
Speaker 1: more doctors that are leaning in, especially with their cloud
28:03
Speaker 1: based systems now that allow for them to not have
28:06
Speaker 1: to be PC based only.
28:08
Speaker 2: Yeah, so certain offices are definitely better candidates for MAX
28:14
Speaker 2: and others as long as it's explained to them, like, look,
28:17
Speaker 2: if you play on going the three D route with CBCT,
28:20
Speaker 2: for example, your images are staying local first of all.
28:24
Speaker 2: And I guess there is actually one platform that does
28:28
Speaker 2: work on a native Mac platform.
28:31
Speaker 3: I believe it is remex essentially.
28:33
Speaker 2: So there is solutions that are out there, but it's
28:36
Speaker 2: not just like hey, I'm going to buy a votech CBCT,
28:40
Speaker 2: I'm going to put you a clever one on all
28:43
Speaker 2: the workstations and everything's going to work great, because there's
28:47
Speaker 2: just there's always conflicts. So having that conversation kind of
28:52
Speaker 2: setting proper expectations is key, but you're not going to
28:56
Speaker 2: be as susceptible to malur attacks and things like that.
29:00
Speaker 2: But losing passwords, for example, other employees having remote access
29:06
Speaker 2: to data. There's I guess there, where there's a will,
29:09
Speaker 2: there's a way as far as people being able to
29:12
Speaker 2: do malicious things, So Mac or PC, that's going to happen. Yeah,
29:16
Speaker 2: but I would definitely say, like I'm a Mac person
29:20
Speaker 2: myself in a business environment, though I understand that people
29:24
Speaker 2: want to go for a certain aesthetic. Sometimes it's just
29:28
Speaker 2: a little bit more hassle that they find out than
29:32
Speaker 2: it's worth.
29:32
Speaker 3: But to each their own.
29:34
Speaker 1: Yeah, yeah, well, and I think it's good to know
29:36
Speaker 1: that it may not be as smooth, but you're able
29:40
Speaker 1: to work with it. And I loved what you said.
29:42
Speaker 1: You just have to understand what's coming at you right there.
29:45
Speaker 1: Maybe some workarounds that have to be done, your backups
29:48
Speaker 1: may be done a little differently. But also I think
29:52
Speaker 1: what I have heard is that it doesn't mean that
29:55
Speaker 1: just because we're using a Mac doesn't mean that all
29:58
Speaker 1: our cares are are out the window, like we just
30:01
Speaker 1: don't have to worry about anything. Regardless, we still have
30:04
Speaker 1: to do our due diligence to make sure that we
30:06
Speaker 1: keep our data safe and our systems in place, and
30:10
Speaker 1: they still have to be monitored.
30:11
Speaker 2: Sure, I've actually seen Apple based practices. They had unsecure
30:16
Speaker 2: wireless networks and they have local backups, so for example,
30:21
Speaker 2: the backup has been secure and encrypted, or people were
30:24
Speaker 2: fishing around on the network found backups and we're able
30:27
Speaker 2: to steal data. So just all ends of the spectrum
30:32
Speaker 2: have to be covered, from firewall to setting up. Another
30:36
Speaker 2: big thing for all practices, if you're going to have
30:40
Speaker 2: wireless network set up for the practice, you always want
30:43
Speaker 2: to have.
30:44
Speaker 3: Your internal network.
30:45
Speaker 2: I'll call it, so that's for you, the doctor, and
30:49
Speaker 2: for maybe even a separate one for equipment, so for
30:52
Speaker 2: other vendors to have access to that network. And then
30:56
Speaker 2: I'll call it the outside network, and that's going to
30:58
Speaker 2: be formployees and patients, and that's completely outside of your firewall.
31:04
Speaker 3: You don't have to.
31:04
Speaker 2: Worry about anybody wandering around through the network or access
31:10
Speaker 2: and if that's not set up properly and having that
31:13
Speaker 2: actually secure.
31:16
Speaker 3: Funny story had a doctor.
31:18
Speaker 2: They had great they were paying for their top pier
31:22
Speaker 2: at and T is like five gig by five gigow
31:25
Speaker 2: and like, I can't figure it out. We're getting just
31:29
Speaker 2: inconsistent bandwidth. So we take a look on their unified controller.
31:34
Speaker 2: We can see how many people are logged into their
31:36
Speaker 2: Wi Fi network. And they had a restaurant next door,
31:40
Speaker 2: and there was a bar on the other side, and
31:43
Speaker 2: somehow I think everybody found their wireless network insecure and
31:48
Speaker 2: everybody was leaching off it.
31:49
Speaker 3: There was several TVs.
31:51
Speaker 2: Anyway, there was a whole lot of people using their
31:54
Speaker 2: free bandwidth, so secure things. Yes, we'll find they could
32:01
Speaker 2: get a QR code for the wireless network, so it's
32:04
Speaker 2: up at their front desk, you know, if they want
32:06
Speaker 2: Wi Fi, they take the little picture of it and
32:08
Speaker 2: it opens up the Wi Fi for them, so kind
32:11
Speaker 2: of make things a little easier for you.
32:13
Speaker 3: Let's tech savvy customers.
32:15
Speaker 1: Yep, yeah, I love that. I love that. So let's
32:18
Speaker 1: switch gears again now because I want to talk a
32:21
Speaker 1: little bit about some terms that I think a lot
32:24
Speaker 1: of us here but don't necessarily always know what it
32:28
Speaker 1: actually means. And I think we hear terms like managed service,
32:33
Speaker 1: and then we hear terms like static it, and I'm
32:38
Speaker 1: wondering if you can kind of explain what those terms
32:42
Speaker 1: mean to us, and then what we should expect from
32:47
Speaker 1: a company like yourself when we're hearing those terms beyond
32:50
Speaker 1: just fixing a problem coming up.
32:52
Speaker 2: Sure, So again the proactive word for both us and
32:57
Speaker 2: for the practice. It's not a matter of hey, let's
33:00
Speaker 2: fix this once it breaks, or let's call the IT
33:03
Speaker 2: company only when we have a problem. You know, you
33:06
Speaker 2: need to stay on top of many different things as
33:09
Speaker 2: far as the technology goes, making sure that things are
33:13
Speaker 2: properly patched.
33:15
Speaker 3: Patching is basically the process of just updating.
33:17
Speaker 2: So be on top of your Windows updates, be on
33:21
Speaker 2: top of your hardware updates. When you have a managed
33:24
Speaker 2: service provider like ourselves, we run these updates religiously so
33:29
Speaker 2: that you're not having to worry about outdated virus definitions
33:34
Speaker 2: for example, or outdated firmware on your firewall causing a
33:38
Speaker 2: breach to your network. But yet managed IT services is
33:43
Speaker 2: going to be taking like I said, proactive approach, like
33:47
Speaker 2: keeping eyes. We're actively monitoring our clients networks so we
33:52
Speaker 2: can see when things start to go awry, you know,
33:55
Speaker 2: whether it be a breach of the network, whether it
33:58
Speaker 2: be a server down for example, bowl, whether it be
34:01
Speaker 2: you know, RAM spiking, whether it be storage is almost
34:05
Speaker 2: out on a particular computer. So we try to keep
34:09
Speaker 2: an eye on things and going to make the adjustments
34:12
Speaker 2: before they become big problems at the practice.
34:15
Speaker 1: Yeah, yeah, that's great. It's almost like one's a proactive
34:18
Speaker 1: approach and one's a reactive approach. And I think that
34:22
Speaker 1: that's it for all of my docs is you know,
34:24
Speaker 1: we're trying to find that none of us want to
34:26
Speaker 1: be in a reactive state if we can help it,
34:29
Speaker 1: and finding that right approach to being proactive so that
34:34
Speaker 1: we can see things coming at us instead of like,
34:37
Speaker 1: oh my gosh, somebody's in my network, or the worst
34:40
Speaker 1: case scenario, oh my gosh, we had a breach and
34:42
Speaker 1: now we've got to deal with whatever the ramifications are there.
34:46
Speaker 2: Yeah, whenever I do deal with doctors that they'll call
34:49
Speaker 2: us and they'll say, hey, you know, we just want
34:51
Speaker 2: to have you guys like on demand when something breaks,
34:54
Speaker 2: And it's again that whole conversation of don't wait for
34:58
Speaker 2: it to break, because when it breaks, that means production.
35:01
Speaker 3: Is going to go down.
35:02
Speaker 2: That's going to be a lot more costly, not being
35:04
Speaker 2: able to see patients for a days and investing that
35:08
Speaker 2: money into making sure that somebody's actually like paying attention
35:12
Speaker 2: to the network, running those updates, running your backups, losing
35:16
Speaker 2: safe systems, losing a server and not having things properly
35:20
Speaker 2: backed up and just absolutely losing all that data can be.
35:25
Speaker 2: That's kind of the biggest asset of a practice is
35:28
Speaker 2: all that phi your customers, really And we've had to
35:32
Speaker 2: deal with some doctors that lost servers completely due to
35:36
Speaker 2: lightning strikes for example, or just zero redundancy, no backups,
35:42
Speaker 2: and it's like others.
35:44
Speaker 3: Fifteen years of patients are just gone. Yeah, oh that
35:49
Speaker 3: heart breaking.
35:50
Speaker 1: Yeah for sure, for sure. So I know, Jack, you
35:53
Speaker 1: and I could just keep talking here, And I love
35:55
Speaker 1: talking about this because I think it is like I said,
35:58
Speaker 1: it's not always the most sexy side of our business,
36:00
Speaker 1: but it really is a fundamental piece of our business
36:04
Speaker 1: that we have to stay on top of constantly as
36:07
Speaker 1: business owners, just to make sure that we're to your point,
36:12
Speaker 1: everything runs off of our database, and when we're out that,
36:15
Speaker 1: especially now that we don't have paper charts anymore, we
36:19
Speaker 1: got big problems and you know, if we go down.
36:23
Speaker 1: So if somebody wants to learn more about Legend networking
36:28
Speaker 1: or talk to you a little bit more about just
36:30
Speaker 1: evaluating their current systems, maybe do a little security check up,
36:34
Speaker 1: what's going to be the best way that they can
36:36
Speaker 1: get a hold of you.
36:38
Speaker 3: You can go onto our website.
36:39
Speaker 4: It's a legend in t as in networking, legendint dot com,
36:46
Speaker 4: perfect fill in a contact forum, call me directly and
36:50
Speaker 4: call into our sales line, our home base eight hundred numbers,
36:54
Speaker 4: eight hundred seventy nine four one five.
36:58
Speaker 1: Eight eight awesome.
37:00
Speaker 2: I love talking to doctors because it's a topic that
37:03
Speaker 2: most doctors don't have. I don't want to say a
37:06
Speaker 2: clue of but I like to be able to inform
37:08
Speaker 2: them and educate them on hey, here's some things to
37:11
Speaker 2: look out for. But even if it's just one of
37:14
Speaker 2: those checkup phone calls, because I get these all the time.
37:16
Speaker 2: It's like we've had an IT company for the past
37:19
Speaker 2: ten years and we love them. They come in when
37:22
Speaker 2: stuff breaks, but I just want to make sure that
37:25
Speaker 2: we're covered and that you know, just get a second
37:28
Speaker 2: set eyes on things. And half the time it's like, Doc,
37:32
Speaker 2: you've got a great setup with who you're working with,
37:35
Speaker 2: like carry on, everything looks good, and they get a
37:39
Speaker 2: little bit of relief because they get its.
37:41
Speaker 3: Second set of eyes on things.
37:42
Speaker 2: Sure, and then some it's like, wow, these people probably
37:47
Speaker 2: shouldn't be looking over your technology. Where we can see
37:50
Speaker 2: we can see some major like gaping holes, and some
37:54
Speaker 2: of that will spawn from Hey, we got it all
37:57
Speaker 2: from our bank or from our credit card vendor, and
38:00
Speaker 2: they're saying that we're not up to date with our
38:02
Speaker 2: PCI compliance big one, yep, And there's a major deeping
38:07
Speaker 2: hole in our firewall and now we can't use their
38:10
Speaker 2: equipment until we've passed there. They do basically like little
38:14
Speaker 2: mock attacks on your network to see if you're vulnerable.
38:18
Speaker 2: So that's kind of one of the big things that
38:21
Speaker 2: will After they get that report, they're like, well, we're
38:24
Speaker 2: supposed to be covered, but it doesn't look like they're
38:26
Speaker 2: doing anything for this, so yeah, you.
38:29
Speaker 3: Never quite know.
38:30
Speaker 2: So yeah, if you need a second set of eyes
38:32
Speaker 2: on things, we're always happy to give you our two
38:34
Speaker 2: cents worth.
38:35
Speaker 3: And give you a professional opinion on what's going on.
38:38
Speaker 1: Yeah. Perfect, Thanks Jack. And now a word from the
38:42
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Speaker 1: way I like to finish a Haydox, I know you
39:39
Speaker 1: know this is I like to finish it off with
39:40
Speaker 1: the little speed round. Are you ready for the speed
39:43
Speaker 1: round challenge? I hope so, I hope it'll be easy.
39:48
Speaker 3: All right?
39:49
Speaker 1: What is one business trend? Do you think more people
39:52
Speaker 1: should be paying attention to?
39:54
Speaker 2: Easy one AI and automation? Yep, you got to get
39:58
Speaker 2: on board. It's not there to take your job, it's
40:01
Speaker 2: there to make your life easier. My best suggestion spend
40:05
Speaker 2: thirty minutes an hour once a week learn your new trick,
40:10
Speaker 2: whether it's on your phone, whether it's on your computer,
40:12
Speaker 2: finding different technology that's utilizing it. If you don't plan
40:17
Speaker 2: to adopt it, you're just going to be kind of
40:19
Speaker 2: left behind. It's like I said, it's not there to
40:21
Speaker 2: take your job, it's there to make your life easier.
40:23
Speaker 3: Yeah at all.
40:24
Speaker 1: I think that's a great suggestion. All right, what is
40:27
Speaker 1: the most unexpected lesson you learned so far in your career?
40:31
Speaker 3: Burnout is real.
40:35
Speaker 2: If you work too much and don't give yourself that
40:38
Speaker 2: time off, the vacation time, the family time, you're going
40:42
Speaker 2: to not love what you do really quick.
40:45
Speaker 1: Yeah, yeah, that's great. And then the last one, we'll
40:48
Speaker 1: finish it up. And this can just be a quick,
40:50
Speaker 1: fun one. If you had unlimited resources and you had
40:54
Speaker 1: one idea you would want to bring to life, what
40:56
Speaker 1: would that be.
40:58
Speaker 2: So this is a little versonaal and I would say
41:01
Speaker 2: some sort of an Alzheimer's research and development facility that
41:06
Speaker 2: could actually with the end intent of some major breakthroughs.
41:11
Speaker 1: Yes, yeah, that's wonderful. That Yeah, that's great. Well, Jack,
41:16
Speaker 1: it has been just an absolute pleasure having you here
41:19
Speaker 1: on Haydocks. Thank you so much for spending your afternoon
41:22
Speaker 1: with me.
41:23
Speaker 3: Thank you so much. I appreciate it.
41:25
Speaker 1: Yeah, all right, until next time.
41:26
Speaker 3: Thank care.
41:28
Speaker 1: Are you ready to start a practice of your own,
41:31
Speaker 1: need a new, fresh set of eyes or some advice
41:33
Speaker 1: on your existing practice. If so, reach out to me
41:37
Speaker 1: Jill Allen at www dot practice results dot com. If
41:42
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