InSync by Qualifacts reviews

Great Implementation, transition and training!

Opmerkingen: Changing systems has been a very stressful process as expected, but [sensitive content hidden] made it less overwhelming by being very accommodating and training very thoroughly, answering every little question that the staff came up with, and customizing notes as the providers asked for.

Pluspunten:

The document manager is very simple to use, scheduling is a breeze, the providers love the ability to dictate their notes, notes are very customizable ( with the help of [sensitive content hidden], the implementation specialist for sure!) and the patient portal has been very helpful!

Minpunten:

The main problem we have run in to is getting the electronic faxing set up.

Good EHR, Terrible Launch

Opmerkingen: I am hopeful once we are using it regularly and our remaining issues are ironed out this will be a long term EHR

Pluspunten:

It is a very easy to use software that is well designed for mental health

Minpunten:

After purchasing, it took forever for someone to reach us about implementation. After that stage, the person working with us did not understand our practice needs and gave us poor advice. The sales team made us buy hours of training we did not need or find helpful. The person that took over for the first implementation specialist did a great job but had months of difficult work to undo. Even after we are officially launched, we are missing a lot of information and the third party vendors ignored or forgot about us. While the software is good, there is much to be desired in implementation.

New to InSync, have only been live for less than a month.

Opmerkingen: The overall experience has been good, and again their staff are very accommodating.

Pluspunten:

It is much easier to use than the EMR we were using beforehand. The InSync team have been very nice to work with. They are flexible, want to help and problem solve and really seem to care about you being happy with the software.

Minpunten:

The integration with our business workflows. We didn't feel the process that InSync uses for Integration was the best use of time and had a good flow from our end.

Major Upgrade for our practice

Opmerkingen: It took some initial spreadsheet development and some time devoted to "discovery" of our practice's needs and workflows, but once the team at InSync was assembled for us and we had our kickoff call, we've spent well over a hundred hours with [SENSITIVE CONTENT] and the rest of the group in video calls to set up, customize and learn the software, and then train our staff. Our trainer [SENSITIVE CONTENT] was excellent and so patient. Our project managers were extremely responsive and were able to connect us with the top technicians of the software when necessary.

Pluspunten:

InSync is not an "out of the box" pre-formed software which forces your practice to mold itself to the way the software works. For a practice of our size, having developed our practices over many years, and yet still with room to refine our processes, InSync was perfect in that it let us truly shape how we wanted the software to work for us. However, it added absolutely critical functionality in key areas (crisp and clean patient portal, automation of many routine tasks- card charging, payment posting, even claim generating...), which was a major upgrade from our previous EHR. The charting functionality is endlessly customizable down to the font size and background color of the words "Date Signed" on the bottom of your custom patient form. Optional pre-built treatment planning as well as assessment questionnaires add to the utility of the program.

Minpunten:

Because the software is customized to your practice needs and workflow, it takes a long time to set up. Also, while there are hundreds of settings and options available for all aspects of the software, it can be a little overwhelming to learn. But once you get it, you notice the repeating patterns of how modules are set up, how searches and lists work, and the shortcuts you can generate really pay off.

Insync Review from AATPC

Opmerkingen: We are hoping with this system processing our claims and overall billing will go much more smoothly. We also like that multiple users can have access to the patient portal account (i.e. caseworkers)

Pluspunten:

I really liked that we have the opportunity to make the system what we want for what is best for our organization. There are a lot of steps on the admin side for creating things within the system (i.e. encounters) which makes it hard to remember and do quickly, but with time I'm sure this will get easier. Overall the transition to this new system has been good, but there is still a lot of learning to do.

Minpunten:

Our practice did not like that the clients preferred name couldn't show up as so. I understand for billing purposes we need clients legal name, but it would be nice for their preferred name to come up first when they go into the patient portal or when writing notes.

Electronic Health Record

Opmerkingen: The implementation team has been most helpful. They have been patient and willing to work with us to get the most out of the product.

Pluspunten:

We really liked the integration of our workflow process into the actual software product.

Minpunten:

The billing side is still a bit confusing; but, hopefully it will be easier with more experience.

Easy to use

Opmerkingen: [sensitive content hidden] were very helpful!! [sensitive content hidden] was a great trainer and knew all the answers and was willing to help make changes right then in real time to help our agency use the sytem. [sensitive content hidden] answered us in a timely manner and was very helpful with all of our needs and wants. I enjoyed working with them both.

Pluspunten:

easy to use, booking easy. [sensitive content hidden] was able to help meet any needs we had with InSynch working for our current work flow.

Minpunten:

a lot of glitches at the beginning starting phase. But our support helpers were great in sorting it out.

This application has the potential to be great with a massive overhaul

Opmerkingen: Overall, I believe this application has the potential to be really good though it needs a rather substantial overhaul to be fully brought into the 21st century. For an application that hasn’t been around a decade, some of the features are quite dated and there is zero transparency on suggestions for application modifications and seemingly zero quality control. I firmly believe that many of this platforms limitations is the result of skill (or lack thereof) of the developers as many much older EMRs have the basic functions that InSynch lacks.

Pluspunten:

You can add your own forms and documents. (Although said custom document seem to exist pretty much as stand alone documents. There is no way to inject otherwise populate data already within InSynch into said forms thereby requiring lots of manual typing of duplicative data).

Minpunten:

This application has NO test environment. This means when you Go Live and as you continually onboard new staff, you will be playing around in your live system. This matters because there is no way to delete anything in this platform, not even as an administrator. The application is exceptionally slow. There is no global autosave feature which means that there is a huge possibility of loosing data. Pages take a long time loading. The calendar needs a massive overhaul as it is very dated and rather limited. Providers cannot individually set their availability. Availability is limited to the agency hours and no appointments can be set outside of this without resorting to all sort of antics. Client documents must be added one at a time. Actually, very little can be completed in this application in bulk, which is very frustrating and time consuming. Moreover, you cannot download a clients entire chart at once. Each document must be downloaded one at at time which is unnecessarily laborious.

New Horizon Care Center's inSync Experience

Opmerkingen: Our implementation specialist, [sensitive content hidden] - made the whole process manageable and continues to work hard at resolving any concerns as they arise! He was instrumental in our success and couldn't have been a better reflection of inSync as a whole. He made sure that every person involved was heard and their requests were always fulfilled in a timely manner. He projected his confidence in the system to our end-users - his enthusiasm and positive attitude were contagious!

Pluspunten:

Their BHSD Module was already integrated with minimal development needed.Overall ease of use and intuitive interface.Available customer support call center.Microsoft ReportingClearinghouse connectivity.

Minpunten:

Make sure that the Integration team is transparent about "Go-Live" does not mean you need to start doing services immediately, that "Transitioning" seemed to be the point of being 100% integrated. Please also inform the users that there will be a lot of work associated post-Data Migration (would have liked a week in between Data Migration and Training to complete set ups correctly so that trainers weren't having to manage that in the moment).Wish that the Claims Processing screen showed more claims at one time when you are searching!Would like if the PT portion of integration started sooner in the overall integration - depending on the Billing Rules certain Encounters were affected and it would have helped to manage that simultaneously.

The Best

Opmerkingen: It was a very positive experience. I feel like a pro when I explain the workaround to my staff.

Pluspunten:

The responsiveness of the implementation team was amazing. No question went unanswered. The software itself is so adaptable and customizable.

Minpunten:

The system can be made to run a little faster. But to be honest, the speed has improved from when we started implementation.

Insync helped us say Bye bye bye to outdated systems.

Opmerkingen: The helpfulness of the staff that we worked with during implementation has been absolutely amazing. [SENSITIVE CONTENT] will forever be my favorite Insync employee. She was kind, polite, prompt and professional. [SENSITIVE CONTENT] were also extremely helpful.

Pluspunten:

Previously, we had used 3 other EHR's, each with their own set of issues. However, the last one really took the cake. We were promised timely access to support, the ability to customize many things and ease of use. We stuck it out for 2 years, but when the EHR started deleting notes, not saving information, changing dates and times, we had no choice but to switch. So far, Insync has delivered everything promised and more. What took me 2-3 hours and several applications in previous EHR's, takes one report and maybe 20 minutes in Insync. This literally saves me hours of work. I have yet to have a question that cannot be answered.

Minpunten:

The only thing I did not care for was the amount of ways to do one thing. So, it's not even a real complaint. But when teaching staff how to do things, it can be confusing to show them how to start an encounter from the facesheet, and the scheduler and the dashboard etc. It is nice that there are so many ways to complete a task but it is also a bit of a pain.

Very Impressive System

Opmerkingen: So far, we are only not even a month into the system and have been able to not buy 10 cases of paper a week. Yep, were were paper charts, Doctor never did EMR. She loves it. Billing is getting a handle on the mountains of EOB's and the Meaningful Use reporting required by ACO's and Medicare, have eased several persons jobs where they have been able to take a vacation.

Pluspunten:

Wow! When a chosen group of 4 personnel decided to switch systems, I was in the forefront of finding exactly the right system for our practice. We had outgrown our old system. I chose 5 companies, InSync was the 4th to be viewed. The sounds coming from the office after viewing the system, told it all. We found OUR system. Since all systems with them are not alike, that made it all that more special. Everything was thought of in designing this program from the colors being all happy and when our logo was already on the system, all I could say was "SOLD". Integration was very good, I had transferred systems 4 times before and I was nervous because this was the largest I every had to oversee. They made it seamless. I was the only one to learn the system, per the owner of the company, so as to not have way too many minds explaining what they all needed. I had a good idea of how this company runs and was to design it accordingly. [SENSITIVE CONTENT HIDDEN], my Implementation and Training Specialist, was unbelieveable. She had so much patience and never minded going over and over things until I understood. When I felt we were ready, we presented it to Doctor. There were tears in her eyes as she was so happy with HER system. Built completely with her in mind and the other 85 other staff members. This systems has and will continue to allow us to take this company to new heights. We added a new office already. Thank you, INSYNC!

Minpunten:

I least like that it is fun. You actually want to keep working, or playing, as we call it. Hard to shut it off. One showing of the system by [SENSITIVE CONTENT HIDDEN] and you are sold. [SENSITIVE CONTENT HIDDEN] will call you just to chat.... All fun people. The in house people were amazing. I just realized, there is no CONS....

Worst EHR I have ever used

Opmerkingen: Worst, most time consuming and ineffective EHR I have worked with. And I have worked with many including in hospitals, private organizations and for the government. I would gladly go bad to any previous EHR just to avoid working any longer with InSync. This does NOT function well for the providers at our clinic using it. It has been a frequent and regular source of complaint

Pluspunten:

In theory the idea that it is customizable was appealing. I can't call that a pro because it does not function effectively. I can honestly say that after working with it for more than a year there isn't a single thing I like about this EHR. I hate it. I don't have an option to change as I am part of a group practice that purchased it but all providers there reflect regularly on how displeased we are with InSync

Minpunten:

Constant bugs and problems. It does not appear that it is even checked for basic bugs after changes or updates. There are too many problems to list but something as simple as scheduling is so convoluted and problematic. It seems clear that the coders making the changes have no idea what it is like to use an EHR as a mental health professional, what is needed etc. A year later we are still having problems regularly. It is so incredibly time consuming just communicating with support staff about problems with InSynch - I never try to customize or improve anything because I can't rely on it to work and I can't even take time to think about what would be idea because so much time is spent asking about basic functions that aren't working or surprise problems

Outstanding Development and Implementation

Opmerkingen: The different stages I have been in with InSync has far exceeded my expectations. The team I have worked with from [SENSITIVE CONTENT HIDDEN] everyone has been not just patient and kind, but knowledgeable and helpful. The customer service alone would keep me with InSync, but the actual product is easy for all of our different types of workers from the more technologically hesitant to those who are more fluent in different EHRs. I was hesitant to change EHRs because I know how extensive the transition can be but I have to say it has gone much much better than I would have ever thought!

Pluspunten:

I have had to change systems before just a few years ago and the development and implementation team we worked with for InSync was beyond phenomenal. Not just knowledgeable but really eager to make the system work for us instead of just getting it implemented. We had some big changes for our organization in the middle of it and the InSync team came to us with not just a ton of positivity but with solutions and suggestions to our concerns. Phenomenal team.

Minpunten:

I am currently at a point where I am finding very little that I dislike about the program. There is always the minor hiccup here and there finding things we thought we created right but needing to adjust and that really just comes with any system.

Got a small practice?... Run away, quick!

Opmerkingen: In one word I would say, scammed, we felt we were scammed by insync and their upper management. When signing up originally we were offered two options; a monthly fee, where we wouldn't own the software, or we could by licenses which we would own, and just pay a small monthly maintenance fee. After shelling out $9,000 dollars over several large payments, we were sent our yearly "small maintenance fee", a nearly $7,300 bill! Thinking it was a mistake we didn't pay, we intended to get it corrected. Before we had the chance our software was turned "off", or ut into "read only" mode as they are so fond of doing (they this once before without warning when one of our payments was late). How can they turn off access to software we own? Good question, after a conference call with the [SENSITIVE CONTENT HIDDEN], and still no answer to that question. We have moved on to another more reputable EHR , we were never offered our data, so now we login when we need to reference information like which pharmacy a patient uses, etc. But even this is being block, someone up high, no one at the help desk claims they can tell who it was, inactivated one of our 4 employee accounts, so now we only have 3 users able to login even though we have paid for a total of 6 licenses.... We have reported Insync and their slimey business practices to the proper regulatory agencies, trust me if you're a small practice, or a practice of any size...run..

Pluspunten:

The software itself is good, aside from the speed which slows every now and then, it is updated regularly.

Minpunten:

Every screen that loads basically has to load twice, once for the actually gui to display then it refreshes and places your data within the GUI, definitely slows things down.

RCM Services

Pluspunten:

This software has definitely improved our workflow processes and has exceeded our expectations regarding the easiness and accuracy of implementation from our previous reports. The product itself is user-friendly but what is most valuable to us is the constant overview and assistance provided by our account manager, [SENSITIVE CONTENT HIDDEN]. We are extremely satisfied with her and her team’s support.

Minpunten:

There are constant changes being made to the software program, which can create a learning curve at times, but we understand and are confident these ongoing changes are only implemented to better the products and we all benefit from these changes.

Great software

Opmerkingen: Sales and training staff have been very professional and helpful. Our trainer, [SENSITIVE CONTENT HIDDEN], was very professional, congenial, and always very patient with our questions. He is a real asset to InSync and always willing to answer questions, often after hours.

Pluspunten:

The software is easy to use and learn. It's very versatile and has more features than others we have used that make our work easier and more efficient. The software is integrated with the billing portion which saves us time. Errors are fixable before sending to billing.

Minpunten:

We are very new to using the software and so far I can't see any problems or issues that I would change. After using it for a while, there may be some suggestions but the program is so complete that simple customizations make everything fit our needs so far.

Review of inSync

Opmerkingen: Since we began looking for a new system, I have been impressed with inSync. Since we signed an agreement with them to use their system, their implementation has been fantastic. They have been responsive to our needs, adapting to our workflows, and their training to our staff has been excellent.

Pluspunten:

Support, Implementation Team, Customization of workflows, Ease of use, Compliance of the systems, Speed of the system, Updates

Minpunten:

We have not discovered anything we do not like about the software.

Amazing Product and Support

Opmerkingen: Our experience has been great. The support we received from the implementation team has been amazing. Our issues were addressed usually within 1 business day and there were very few things that we wanted that the system could not do. Our team was very engaging with us and extremely patient, even as we continue with last minute changes.

Pluspunten:

This software is very user friendly, even for people who struggle with technology. We also have several different programs within our agency, and this software was adaptable to all programs and we have been able to make it work for all users. The software is extremely adaptable and changes can easily be made.

Minpunten:

The medication module can be confusing and it does take some time to practice with it to get the flow figured out.

This system has caused too many grey hairs and too much stress . . .

Opmerkingen: The set up process for this system was very stressful – we were promised outcome reports and the ability to do accrual accounting reports that were not developed until months after we went live with the system. Most of their support staff are from India and are difficult to understand, and the amount of staff hours it took to customize the system was outrageously high. Overall, it is a relatively easy system to use although there are times when things take three key strokes when it seems like it should only take one.

Pluspunten:

Our initial support and training staff were exceptionally responsive to our needs and excellent at what they do. Most of the people who work for the company seem to really care about the product and care about whether we are happy with the system or not. Even the owner of the company went to bat for us several times when we were not getting features we had been promised in a timely fashion. Generally, the system is extremely customizable to our practice and we were able to set it up for our specific needs. Now that the system is up and running, our staff, clinical as well as billing/scheduling, seem to be really happy with it.

Minpunten:

As I mentioned, during the initial setup and customization of the system, our initial trainers and sales people were all awesome to work with. Now that we have gone live and are using the system, we are dealing with the technical support staff. While they generally respond in a timely manner, all of the ones I have dealt with are from India and are either extremely difficult to understand or else don’t seem to fully understand what we are trying to say. This can be extremely frustrating at times. We were told the program was very customizable – which is true. The problem is we didn’t realize that their setup team had so many customizations and updates to make for other clients that it took almost 8 months from the time we signed the initial contract to get our needs addressed. This wasn’t helped by the fact that they kept giving us dates we could expect the next software roll-out and then those dates kept getting postponed. One major problem was that we had been told before we bought the system that it could do accrual accounting. Then we discovered it wasn’t set up to do accrual accounting at all. From April 1st, when we went live, to the end of June, we were unable to generate any financial data. This was a big problem for us. In addition, we were unable to generate specific outcome reports we had been promised (and that we needed for quarterly reports for some of our funding sources). This has been worked out now but was very stressful at the time. One of the things that appealed to us about this system in the beginning was the great reviews it got for its technical support and the responsiveness by which they responded to problems. While they are generally responsive, they haven’t consistently been so. One staff person told us the company was growing so fast that they were unable to respond to the increase in technical support needs. Maybe this is something that has been ironed out by now but it was certainly a problem early on.

Better than what we had

Opmerkingen: I find that the entire build out and implementation process is backward. During discovery we explained that we did not want to build out exactly what we had in our other EHR, but we first wanted to see what the system was capable of and we wanted to build out our program based on that. We first wanted to know about the reports and build out forms based on reporting. But we were told it didn't work that way and that we needed to send in our forms to be built out. By go-live we still didn't have a good understanding of reporting and we could have developed things differently/better, had we know what the reports could and couldn't do.
I don't think that the programmers communicated well with implementation. The people who built out a lot of the forms did a sloppy job and Jenn and our team had to go back in a fix most of them. Inconsistencies in forms/spelling errors/poor formatting.
The experience with Sia and building out the OBH module has been disappointing and frustrating. This module was built out specifically for our OBH reporting needs. That team should have met with us for our wish list for this module. The placement of it doesn't work in our workflow (adds additional steps) and it really should be all on the back end. In our lasts system we didn't need to do anything within each note, the data was pulled from the compiled note. This is an added burden to our staff.
The onsite trainers were excellent and had wonderful suggestions for improvement. Bring them in sooner!

Pluspunten:

customizable, ability to run reports, the modules such as Post Hospitalization and Federal Probation and Parole Like the treatment plan aspect of it Jenn was a pleasure to work with and worked hard to work with us through our many changes. She stayed positive when things were very difficult.

Minpunten:

Many of the modules/functions work independently but don't integrate well within the system. There are many times that we got to a point in the development and then had to change direction because one section couldn't do something. We had to make a lot of work-arounds. Some items that we needed to be customized were not able to be, but what was in the system didn't meet our needs (for example the ASAM). There were times that Jenn told us that the system was not capable of doing something and then we found out later that it could ( I recognize that this could be because updates happened). This caused us to have to change direction multiple times. Treatment plan needs to be able to be sent to multiple providers for co-signature. Don't like that at a glance you can't see documents prior. Each PDF has to opened up. So if I'm going in after another clinician and I need to quickly look at the chart and see what is happening, I can't. It would be nice if you could hoover over the PDF and then see it. Communication between the departments

Very very good EMR

Opmerkingen: I am able to now say to the government that I have an EMR that is certified for MIPS and the other current government requirements, which will allow me to avoid penalties in the future.

Pluspunten:

It is cloud based so I don't have to go in after hours to do constant "updates" like I used to on my old EMR. THe presentation of the screens appear professional and the notes are laid out in a professional appearing fashion. I like the lab interface as well and the patient portal is very nice.

Minpunten:

The templates are not as robust as what I am used to. THey only allow you to save pre-clicks in the physical exam templates and I really miss it in the Review of Systems. The medication/allergy modules are a third party and don't interface seemlessly with the software. For instance, if a pharmacy sends me a request for a refill on Joe Smith, I can't just click on Joe SMith's name and be brought to the refill screen automatically. I have to log out of the pharmacy screen, search for the patient's name in the EMR, navigate back to the medicine module, search for the medicine that they requested and THEN finally refill it. This is very inefficient. If the pharmacy is requesting medicine XYZ for Joe Smith, we should be able to be brought to the refill of XYZ on Joe Smith with literally one click and no typing of names. I think they are working on fixing this so I am hopeful it will improve soon.

Implementation Review

Opmerkingen: The program is really advanced and streamlined. There are many features currently available, and they are always taking notes to make improvements & better the system. Overall, once we have more data in place, and time under our belt, I think it will be a very good system for our practice.

Pluspunten:

Having a full team / supports to train & dissect each area to best fit our needs for workflows. Tamara Davis was our implementation specialist. She was ON-IT! She was beyond diligent in documenting what we needed to do, what was done, questions / concerns, and everything under the sun. Excellent follow up as well. I big thank you to her. This transition could have been treacherous without someone who paid such diligent attention to everything. #Wonderful

Minpunten:

Data migration is seemingly quite a long time. It has been abundantly stressful on my business office (Clinical receptionists / Intake coordinators / billing specialists) to toggle back and forth to see if we have consents from old system to new system, as well as not having all the demographics transfer over. (ie parent information etc). Additionally, I would say the astounding #1 least enjoyed aspect is trying to get all prior clients / as well as any new clients set up in the portal. The process is fairly simple via create username / give password / bing-bang-boom. However, GOOGLE's enhancement + Iphones + tablets etc cause excessive grief. Client's are frustrated trying to transition, clinicians are frustrated the Hx is not in & auto-populating the notes, front office is burnt out trying to ensure the transition is being completed in any sort of cadence. - EASILY the biggest con we have. :(

I Loved My Implementation Team!

Opmerkingen: Rep is absolutely amazing. I bugged the hall out of that woman for the better part of a month. She never lost her patience and she was so helpful. Always validating when I figured something out and emailing back so quickly. She is a dream and should get a raise. She supported my ambitious request to go live about 3.5 weeks after signing on and I'm so glad that we did. Was it stressful? Yes. Would using our old EMR been more stressful given its limitations? Yes!!! Rep is amazing! She kind, knowledgable, smart, funny, and a really good teacher. She definitely understands how to teach users to use the system and to think like the system. She also turned around emails very quickly and was a treasure. I'm so glad that I had these two on my team. They made my experience with InSync a great one. I would recommend InSync to others based off these two and the features mentioned above alone. Rep was also a great support. I didn't have an amazing experience with executive. I found her to be cold via email and not very responsive via email. I was short and to the point, but cold compared to my interactions with other team members.

Pluspunten:

I love all of the features. Sticky notes, messaging, batch payments, ERAs, form creation, assessments.

Minpunten:

There is no instant message feature. It's a great feature when there is a patient escalating in the room. You don't have to leave them alone to come get someone. Some of the features are over-priced, which makes customers find workarounds. You would get more business by lowering the price because customers would keep the added feature for the life of their time with InSync. No telehealth yet. Please release this ASAP. We have to pay for a service outside of InSync and use it concurrently with the EMR. It would be easier to have it embedded.

InSync Experience

Opmerkingen: We have been an InSync user for over 12-14 years. I have promoted this company to other providers because I feel it delivers a very good product.
[SENSITIVE CONTENT] has been outstanding in helping us set up [SENSITIVE CONTENT]. He made corrections easily and quickly.
He is a true asset to the company.

Pluspunten:

It is very easy to navigate. The staff is comfortable with it as are physicians.

Minpunten:

Being a long-time user - we tend to not get a staff member to assist with new possibilities and ways to better utilize the software.