Imagine this: you’ve decided to switch your practice management software. Maybe you’re looking for more modern features, better customer support, or simply a platform that better aligns with your growing business needs. But instead of a smooth transition, you’re met with resistance, red tape, and, in some cases, outright roadblocks from your current provider.

Unfortunately, this scenario is all too common.

The Hostage Situation No One Talks About

Many practice management software companies are making it needlessly difficult for practices to move their data or transition to a new system. These companies are supposed to be partners in your success — yet when you decide it’s time to move on, some transform into gatekeepers.

Whether it’s:

  • Charging exorbitant fees to access your own data,
  • Delaying the export process for months,
  • Providing data in unusable formats with password protection, or
  • Offering no support whatsoever to assist with migration…

…it’s clear that the goal isn’t to serve the customer anymore — it’s to keep them trapped. All of these scenarios are ones we have encountered (and continue to encounter) when attempting to help new customers onboard to Greyfinch.

This Isn’t Just Bad Business. It’s Unethical.

Holding customers hostage might extend a company’s revenue stream in the short term, but it fundamentally breaks the trust that should exist between software providers and their users. The data in these systems belongs to the customer, not the company. Making it difficult to access or transfer that data is not only frustrating — it’s anti-customer and, in some cases, borders on being anti-competitive.

Practices don’t switch software lightly. It’s a major decision — often made out of frustration or necessity. When your current provider responds with stonewalling or sabotage, it feels like betrayal. Like the partner you trusted is now working against you.

Why This Hurts the Entire Industry

When companies use lock-in tactics, it creates a chilling effect across the industry. Practices become afraid to try new tools or innovate, fearing that they’ll be punished if they ever need to switch again. This stagnation limits progress, keeps outdated systems in place, and stifles better patient care and operational improvements.

It also reflects poorly on the broader ecosystem of vendors, creating an environment of mistrust that affects even the companies that are doing it right.

The Right Way: Helping Customers, Even When They Leave

A truly customer-first company understands that trust extends beyond the life of the contract. If a customer chooses to leave, the ethical (and professional) response is to:

  • Provide their data promptly and in a usable format,
  • Offer support to ensure a smooth migration,
  • Part ways with respect and transparency.

Doing this doesn’t just serve the customer — it builds long-term brand integrity. Often, the companies that make it easiest to leave are the ones customers eventually come back to.

It’s Time for a Better Standard

At a time when patient experience and operational efficiency are paramount, practice management software companies should be enablers of progress — not obstacles to it. We believe that practices deserve tools that respect their autonomy, not ones that lock them in and throw away the key.

If your software doesn’t support your growth — or worse, punishes you for outgrowing it — it might be time to ask: is this a partnership, or a prison?

At Greyfinch, We Do Things Differently

At Greyfinch, our mission is to push the industry forward — not hold it back. Unfortunately, many of the legacy platforms aren’t interested in making it easy for practices to move on. We’ve seen firsthand how some systems create barriers and delays, not because it’s necessary, but because they’d rather keep practices locked in than earn their loyalty.

It’s a disappointing reality, and one we’re not afraid to confront. The good news? You don’t have to face it alone.

The Greyfinch team is committed to doing everything in our power to make your transition as smooth as possible. We’ll advocate for you, support you, and stand by your side — even when the process isn’t as seamless as it should be. Because at the end of the day, we believe you deserve better. And we’re here to help you get there.

 

Jake Gulick