Qualifacts Insync Reviews

-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

-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

Qualifacts bought InSync, and one of the nice things is that they didn't completely gut the good things about InSync. They did work on fixing many of the issues that InSync had, which was very promising and very nice.

When we first moved to InSync, it was so easy to call someone for help, now there is a ticketing system and I've actually had four to five tickets that completely disappeared so I'd recreate them. A month or so later I received an email regarding the ticket. The tickets had been internal only with no warning for me, which caused me to create more tickets, more than likely bogging down their system, and leaving me feeling ignored.

Insync has the most features, and is very customizable to how you want it to be used, based on workflow and they types of services that are specific to an agency.

Specific to our industry- we will probably be needing what is being called EVV (Electronic Visit Verification). This is becoming popular for companies that provide community-based services in the home. EVV is a GPS verification system that provides proof to insurance companies that a visit was performed. The best way to use EVV, is to have it tied to your EMR system, so there aren't multiple systems being used. It would be nice if Insync could develop something that would accommodate this, as EVV becomes a requirement for us, and probably many other services.

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!

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

The part of Insync that we like so far the most, is the patient portal and how simple the system is for patients to use. We also really like that we do not have to bill secondary claims out on paper by using Insync. This is way more efficient than what we were doing in the past. We also really like the central scheduler. It is way more friendly. The global schedule is simple, sleek, and clear.

This is a hard question for me to answer at this time because we have only been live for 3 months. So far what we like least is the billing section of the practice management portion. We haven't used the automated claim generator yet, and honestly we are nervous about it just because the migration from the old system to this was so messy that we are afraid if we do not go through everything by hand for a while, we will miss critical details that will effect claims going out "automatically."

Another thing that we really like, but also dislike is how deep this software goes. There is almost too much that can be done in Insync. It is such a big system that we feel that it is going to take us at least a year to really have a good grasp on what Insync is capable of.

Lastly, we really aren't a big fan of the way that the assessment is set up currently. We are moving things around and adjusting to see if we can disable parts we don't use, or add parts that speed up our process, but right now it is no simpler than the last EHR we used.

The product looks a little overwhelming at first, but the team at InSync held our hands, every step of the way and we are picking it up quickly. Even some of our self-proclaimed ‘tech-dumb’ staff members are loving it. We love that it is all inclusive and we were able to streamline so many of our procedures. We no longer outsource our insurance claims processing, we spend way less time on data entry related tasks, progress notes are much quicker and more accurate, the clients are having a much easier time with the billing statements and their client portals. The ‘To Do’s’ feature allowed us to eliminate the use of an additional (and expensive) help desk software system for managing tickets and tasks. InSync seemed a little pricey up front, but when we looked at how it eliminates the need for other costly services and helps us keep track and not lose money from missed / rejected claims, etc… it is definitely paying off!

We only ran into a couple of snags along the way, but when we did, there was a team of people to fix them — usually within a couple of hours or a couple days. They’ve also taken down ideas from us for future features to potentially add to the system.

All features in one system. Faxing, e-prescribing, PMP, billing, scheduling, ect. all in one. The ability to edit and create what we need. I love the ease of sending and receiving forms to patients, I love the fax integrated and able to save and upload so easily. I LOVE the to do option to coordinate between staff for medication issues and testing referrals. The med team is a big fan of the PMP inclusion. The front staff really likes the kiosk for patients who did not do paperwork prior to coming in. The patient portal is also so much better that we had before. We love the facesheet, it has become our new go to. The customizability of the dashboard. Assessment options already included that we can easily send out to patients and when they come back already scored. Ease of creating patient groups.

Billing not being current without the encounter closed. That is a huge issue with having a current bill at check in as we need to be able to more easily have a current charge at check in that includes that days encounter. Compatibility with IPads are such that makes them not a good match and that has been disappointing. We had some providers who bought one planning to use that and found you cannot hover over icons with an ipad. Not having an easy no show fee option and having to "bill that" instead of just quickly and easily adding a fee from the schedule at check in. Not seeing the phone number for the patient on the appointment scheduler when you hover over the appointment. The Payors/EDI enrollment process was very difficult compared to Therapy Notes. The inflexibility in the scheduler, I understand having those in blocks but it is a hassle to have that so strict. Speed between screens. The time it took for me and a few admin people to implement this system. I did not realize at the beginning what I was in for in regards to time and it was really tough to juggle with the regular needs of operating.

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.

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.

We found InSync at a trade show we were at and they checked in with us patiently for the next year until we were ready to shop. We interviewed and demo'ed a couple dozen programs and InSync was the one that appeared to meet all of our needs as an Outpatient Mental Health clinic, was close to the price of the others, and per the reviews had the best support services. We purchased in July 2022, programmed and set up til Nov and launched then. We have been live on InSync for only a couple months but so far we like it alot!

We were really disappointed to be promised a two way text service that was thought to be coming soon and then was not available. Communication was limited in this area and really let us hanging by the time we launched because we rely on this heavily for communication with our clients.

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.

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.

The ability to keep everything electronic and stored with the patient record. The tracking/progress of treatment plans.

It always comes down to cost. I am a very small business and have clinicians that work very part time (under 10 hours). InSync has the ability to do transactional, which is great, but I worry this will be expensive as well.

Its ability to customize forms and workflows. It also has robust reporting and makes managing multiple locations much easier. The customer service is excellent (not perfect) but it is really good. Our onboarding specialist needs a raise; [SENSITIVE CONTENT] was amazing.

At times working with 3rd party vendors InSync has contracted with was extremely frustrating. Most of the issues were resolved that I see as critical but only after a lot of pushing. The problem we encountered is that the third party representatives didn't care as much as the InSnyc employees but the InSync team doesn't know the details of the third party systems (so they couldn't help). Zoom was an exception but the onboarding processes for integrating e-prescribing, fax and labs were frustrating. Also the 3rd parties used for texts, emails, and insurance verification really need to step up their game (or InSync needs to demand better).

The flexibility and customization are the best features of InSync. So many other systems are very rigid and not able to be very personalized.

Some areas there are way more clicks than is necessary, or the area you are in has several options but the one that is automatically open when going there is not the one used most often - so more clicks.

First, I liked that we could make a purchase of the software. This was helpful when budgeting our needs and being able to find some grant funding to get the process started. I liked the way that we could make changes to the system to meet our workflow. Insync stood out in the ability to dictate, follow authorizations, and conform to our needs. We have not used the system yet and are still in the building phase.

Because we are working directors this process needed to be extended for us. Insync was willing to work with us and provide extra help when asked. The timeline was going to be just too quick for us. We have not used the system yet and are still in the building phase.