xeyex¬ FAQs

Yes. Most practices joining us are switching from an existing supplier, and we’ve worked with most of the systems across the market, including plenty of home-grown ones built in-house over the years. We know that whatever you’re moving from, those records represent years of care for your patients. Getting them across intact and useable matters as much to us as it does to you, and we don’t treat any migration as a standard job, we work through each one properly.

Around six weeks and that’s deliberate. We could go faster, but moving your practice onto a new system isn’t something you want rushed. Six weeks gives us time to get your data right, let you check it properly, and train your team without anyone feeling under pressure. You don’t pay any subscription during this time.

It’s worth being clear about what those six weeks actually asks of you, because it’s much less than practices tend to expect. It isn’t six weeks of work. In practice it’s an hour or two a week, a handful of scheduled meetings and a few tasks along the way, most of which can be shared across your team rather than landing on one person. There is work to do, but it’s genuinely less than most people expect. Your onboarding consultant tells you what’s needed and when, so nothing arrives as a surprise.

The largest commitment is training, which happens in modules towards the end.

Larger practices and multi-site groups take a little longer, but the principle is the same: a steady, planned run-up rather than a scramble.

Yes. If it’s in your previous system, then if you choose to have it migrated, we’ll work to bring it across. We make sure the data is usable too. Clinical history is mapped into structured fields, so it’s fully usable from day one rather than sitting as unsearchable text for the opticians to struggle through. We know this is the part that worries practices most, and rightly so, it’s your clinical history and your patients’ continuity of care. A member of our data team will meet with you and map your current fields to the XEYEX equivalents, you review the result in XEYEX before go-live, and if anything isn’t where you want it, we change it.

They migrate across with everything else. Retinal images, OCTs, hospital letters and previous referrals all land in the documents section of Xeyex, attached to the relevant patient’s record so when opening that record you have the full picture. Worth mentioning: if you’re moving a very large volume of documents and images, these sometimes follow after your go-live date rather than landing on the day. We’ll tell you upfront if that applies to you, and it won’t stop you using the system in the meantime.

We work backwards from the go-live date you choose, in two stages. First, a trial extract. This means we get a full data extract from your current system. We will script and migrate this into XEYEX so you can see it for yourself. We’ll compare real patient records side by side, your old system against the new one and make any adjustments you’d like. Then the final extract, we get this immediately before go-live. If you’re going live on a Wednesday, we take fresh data Monday evening, clean it Tuesday, and migrate it overnight on the Tuesday. Your data is ready when you open Wednesday morning. If you’re moving a very large volume of documents, those occasionally follow after go-live. We’ll flag that upfront if it applies to you, but it won’t hold up your use of the system.

They continue uninterrupted. The process is called mandate migration: your existing direct debit mandates are transferred to our supplier, and collections carry on as normal. It’s a standardised process, and importantly, your patients don’t need to do anything. There’s no need for them to re-sign, set anything up again, or contact their bank. They simply need to be informed that the collections will be handled by a different provider, and we’ll organise that with you as part of your onboarding typically by emailing the direct debit patients.

No. You stay open and keep seeing patients, the migration runs overnight, so it doesn’t affect your clinics. There’s one day to plan for. Because we take the final extract from your old system a couple of days before go-live, and spend the day in between cleaning and migrating it, anything you record on that in-between day won’t be part of the data we get and will need entering into XEYEX manually. To use the Monday–Wednesday example: we take your final extract on the Monday evening, so everything up to Monday’s close comes across automatically. Tuesday’s work is the gap. We migrate Tuesday night, and you’re live on Wednesday morning. It’s only ever one day’s worth, and most practices use that Tuesday for training, so the team is learning the system while there’s naturally less going into the old one, and re-entering any information can be a useful first exercise in XEYEX.

Yes, a dedicated onboarding consultant who project-manages the entire switch. Changing systems is something you’ll do rarely (and we are hoping never again); but it’s something we do with practices every week, so we are here to guide you. Your onboarding consultant makes sure each step happens in the right order at the right time.

Yes absolutely, we will train your team in the run up to you going live. It’s split into modules rather than one long session:

Module	Length
Diary and patient management	3–4 hours
Dispensing and sales	3–4 hours
Clinical	1 hour
Direct debits	1 hour

Sessions run over Zoom, or your team can come to our purpose-built training facility, whichever fits your practice better. Then further training happens as and when you need it when you are using XEYEX, either in planned sessions or ad hoc over the phone.

We deliberately limit how many practices we take on each week, so there’s genuine capacity for you and time for our team to get to know yours properly. Our average wait time on the phones is 40 seconds so won’t be waiting long to speak to someone. Training covers a great deal, but it can’t cover every situation you’ll meet on a real day in practice. So please call us. We’d far rather hear from you than have you quietly work around something, and everyone on our support team has worked in practice themselves, you won’t be explaining your job to someone who’s never done it.

We are here for standard support Monday to Friday 9am-5.30pm, that is “I forgot how to do something”, “Can you help me with the right report” Any technical issues you will be able to escalate outside those hours and we will help. As you use XEYEX what we’ve found is that the relationship doesn’t end when the questions stop. It’s that the questions change. Early on its “How do I do this?” Later it becomes “We’re thinking of doing this, have you seen it work?” We support 500+ independent practices, and that gives our team a genuinely useful view of what’s working elsewhere.

There are two parts to this: migration, and setup.

Migration is priced on the scope of data you’re bringing across. Breakdown of costs are on our website under pricing.

Setup is £725. That covers your onboarding, all the training sessions, and configuring your account around how your practice actually runs.

Both can be paid in your first month or spread across your first year, whichever suits you. And you don’t start paying the subscription cost until your final data is in and you’re using XEYEX.

Yes. One account can cover all your branches with data segmented by site, and a single login gives you access to everything. Switching between branches takes a click. Some prefer to keep it separate and we can discuss that with you on an individual basis.

Yes, and we’ll set it up with you. It’s highly customisable, and the booking journey stays on your own website rather than sending patients to a third-party page, so you keep the traffic and get proper tracking on how bookings are performing. Everything syncs to your diary in real time.

In most cases, nothing new. Xeyex works across any device, desktops, laptops and tablets so you can carry on using the equipment you already have. There’s no minimum specification to meet and no need to budget for a hardware refresh alongside the switch.

We do integrate with an Epson receipt printer which we can supply. Costs here.

No. Xeyex is a 30-day rolling contract, so it’s 30 days’ notice and a conversation with us if you ever decide to move on.

Yes, and free of charge. If you decide to move, we’ll supply your data in the same way we brought it in: a trial extract first, so you and your new supplier can work through any mapping before you commit to a date, then a final extract close to your switchover. Both at no cost. We think that’s how it should work. You’ve seen how much difference a clean, well- supported migration makes coming in, we’re not going to make it painful on the way out. If a practice ever decides we’re not the right fit, we’d rather they left well and on good terms.

You do. Your patient data belongs to your practice, we just look after it for you.