Qualifacts Insync

Pros

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.

Cons

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.

Alternatives Considered

Valant EHR Suite

Reasons for Choosing Qualifacts Insync

We needed an EHR with a better flow in day to day use, less builds upon builds, and faster resolutions to issues. We were combining two states for the first time and the options we had in InSync would far exceed what we had in MyEvolv.

Reasons for Switching to Qualifacts Insync

Pricing obviously is always key for a smaller non-profit organization. The ease of the system, it is intuitive and is an every flowing system, not waiting for more builds to be stacked on top of each other to work. The hope for faster response times on problems with the system and also the ability to use the system easily on any browser, the client portal and the overall team we were dealing with.

Pros

-Ease of Use
-Everything you could need is in one system
-Reports Pull Data with little to no missing data
-So many helpful reports
-Customizable
-Customer Service has Quick Response Time
-There are always improvements being made
-We are encouraged to provide improvement requests
-We are asked to provide feedback on our customer reps
-Almost everything in the billing side of the system for the practice

Cons

-The patient scheduler is an "appointment requester" and not a scheduler on the patient side.
-The customer reps do not call when we provide them with times we are available.
-There is a limited amount of my team wo are allowed to make tickets for issues, which does not help when they are having technical issues that we are not there to assist with when the customer reps call us, and not the person having the issue.
-The knowledge of the customer reps when we explain how something should work, or how we would like things to work is a 4/10.
-Having to purchase Insync, and not have a rent or trial option

Alternatives Considered

DrChrono, athenaOne, TheraNest and CharmHealth

Reasons for Choosing Qualifacts Insync

-We were losing money by having to manually post ERA/EOB information into the system for almost a year, and it was getting worse every few months. -At the start of each year, we would lose about 60% of our income due to something going wrong with the EHR. -Patients could make payments, and there was never any notice of the payments coming in, which would cause double payments. -If we posted a payment, it would double, or triple itself at random. -The Customer Support would have issues closed as soon as they were opened, or would have the issues closed before they replied. -Sometimes we would re-open tickets that had no response, just for them to close again with no response. -The reports we would pull would be missing a slew of information, and when asked about the issue, if we received a response, we would be given the reports from the customer service rep, but wouldn't be told why the issue had happened. -The claims sending process was very slow and time consuming as we could only send a certain amount of claims at a time. -The training documents they had when I had last looked (2022) were from before we had opened business with them (2017). -The prescriptions would not send at random, and we would not know until a patient called or emailed. (There is supposed to be a report for this, but the report showed scripts that HAD sent as well as HAD NOT). -When advised of providers leaving the practice, we would be asked if we were sure we wanted to remove them from the system, and still be billed ages after we had asked for the person(s) to be removed.

Switched From

CarePaths EHR

Reasons for Switching to Qualifacts Insync

They offered everything we needed at a price we could afford.

Pros

+ Financial reports extensive (I can't emphasize enough how helpful this is)
+ Easy to communicate between clinicians
+ HIPAA Zoom integration
+ Practice Management generally seems to work well/fewer glitches on that side compared to the EMR, just a few flaws like how the balance shows up in the patient portal can be confusing for patients
+ Works well for group practice workflow
+ Has all the necessary add ons in one system (and more!) - this is great!
+ Customer service very responsive about 2/3rds of the time, available by phone and email
+ After the first 6 months or so, almost all the glitches are ironed out
+ It is very customizable in every way (forms, note templates, appt reminders, calendar format, html name, really everything about it)
+ PDMP integration is awesome

Cons

- No Google Cal integration (DrChrono offered this)
- Patient Portal can be glitchy
- Deployment does not go smoothly at all
- Appointment reminders are per-text/per-email and thus very expensive compared to other programs
- All the add-ons end up cost a lot per month (claim submission, HIPAA Zoom, etc, even though we own the license we still pay quite a bit per month per provider/higher than what they estimate)
- Would not be financially practical for a psychotherapist account but would need to purchase one if we hired one/there is not a cheaper option for therapists vs. psychiatry
- Overall had to deal with a ton of glitches for the first 6 months or so before the system ironed out
- For transgender clients who use a non-legal name, there is not a good way to use their preferred name as the primary name in the patient portal
- Some aspects of reporting are time consuming (e.g. if you make a specific patient category you need to add each patient individually, can't add based on "all patients in XYZ state or all patients with XYZ insurance")
- No way of verifying identity with the identity question quiz thing/need to have clients upload a photo of their ID which seems low tech in today's day and age
- Generally the interface looks kind of old
- Server is noticeably slower than other websites
- Although the purchasing license up front seems like a good thing, in retrospect I don't think it is because you end up paying a lot per month for all the add-on features

Alternatives Considered

Tebra, DrChrono, athenaOne and EHR 24/7

Reasons for Choosing Qualifacts Insync

We are two individual NPs who formed a group practice with 5 providers and needed a software with more extensive practice management and more features geared toward group practice.

Switched From

SimplePractice

Reasons for Switching to Qualifacts Insync

Reviews on Capterra, did a lot of demos

Pros

(I used all three sections below to describe our overall experience with Insync) I would say that we are too new to the experience with Insync to really comment on if/how it has helped the business/ practice. I would like to comment on our implementation experience. It is my impression that no one really knew what was going on at the start, I do not blame this on any one person. It sounds like the type of training that we decided to do (Insync University with 10 hours of training with a specialist) was a new tier. Doing the training via the University came with its own challenges as it is hard to find space in a full practice for clinicians/ support staff to get training done. It would have been very nice to have an itinerary laid out. (We were given the itinerary for the large market at first and while that looked overwhelming it was nice to see the time frames and what was expected) For instance, week one workbook completed, week two- trainings 1-6 complete (setup reminder configuration), week three trainings 7-12 completed (ECPS done for the providers)..etc.

Cons

There was a lot that needed to be done but I always felt like we were missing something or we were rushed to get stuff done because we didn't actually know it needed to be completed. When it came to training with a certified Insync trainer, we did one 5 hour block where we closed the clinic so everyone could attend the training. We walked away from that with lots of questions, unsatisfied. It may have been untraditional for a clinic to want to do all their clinical training in one setting but that is what worked best for us as a clinic. The trainer went through the initial setup of the EHR 4 different times, totaling probably 4 hours of that training. Each group that we had go (front desk, med providers, therapists) were walked through the basics/ set up of the EHR. We feel as though it would have been more efficient to have the trainer do the basics once and then break it down further with each individual group. Again, I don't blame this on one person, I think there was confusion based on the training package we bought. I hope our experience can help shape a better implementation process for future practices!

Pros

We have been using Insync for a year now and overall have been very pleased.
On the EHR side, the customization of the platform, particularly the Encouter Notes has been the best feature. Being able to tailor it to our patient population with integration of review of systems, quick check-boxes and so many scales has streamlined our documentation and improved efficiency.
On the RCM side, having a designated team has been invaluable! Our Accountant Managers have been very knowledgable and creative, out-of-the-box investigators and our revenue stream has steadily increased over the past year.
Additionally, the Customer Support Team has also been incredibly accessible and so helpful in problem-solving issues that arise.

Cons

The reports are plentiful, but almost too many options. It has been somewhat challenging to find the right reports to measure productivity. The RCM team continues to take our feedback and are regularly updating and improving reports.