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.

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.

The reports seem to be a great benefit for us and I look forward to using these. Our overall experience was great!

[SENSITIVE CONTENT] made the development of this program very easy to develop. He really understood our practice and had great suggestions. [SENSITIVE CONTENT] was quick to respond to our changes that we needed and developing our different templates. He was very patient with us. [SENSITIVE CONTENT] did a great job with our training and made sure we understood the different programs. He made the trainings fun and interesting. [SENSITIVE CONTENT] also helped and did a great job as well. They were very friendly and educated on the system, which made it great for us!

I believe we had some issues with understanding the different provider tiers and how to set them up. This has slowed down the onboarding of providers. The additions that we wanted after our contract was signed seems to be pretty costly. We would have liked to implement the fax system in insync, but it was more than expected so we declined. 3rd party communication and response could have been a little better, but we did get through it all and things seem to be working as they should.

Overall, I would say the experience is net positive. I would note that the eligibility/benefits checks are only accurate about 50% of the time which is a hassle, but I don't know how it compares to other softwares that offer this feature. Partly chose it because we wanted to make a custom history section that could be sent to the patient before the intake and have them fill it out and autopopulate the note in an editable way; this has been effective. I do think the reviews on Capterra are a little too positive for what the software is actually like. I have to wonder if some are fake but I could be wrong. It's just a little less reliable because it's a smaller company than say OfficeAlly. In retrospect I would have looked more seriously into Athena. I notice a lot of the bigger psych practices use this. I didn't because I thought they didn't really specialize in psych. But the grass is always greener on the other side so it's hard to say. It will be really hard for us to ever switch (or expensive) because the license needs to be paid for all up front. The other really important negative is that deployment is NOT smooth. We were fortunate in that we were chugging along with other software and in no rush to deploy InSync. I worked on setting it up and tested it on just myself/my patients until we were sure that it was all working smoothly, then we added the other providers. This took months. Deploying too early could be disastrous.

+ 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

- 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

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

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

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.

The people at INSYNC make a huge difference. The support has been great, they are based in the USA and always responsive. Our Implementation specialist [SENSITIVE CONTENT] has been amazing and has continued to provide top notch support when needed. He did a great job getting the foundations of our system set so transitioning was smooth. [SENSITIVE CONTENT] were helpful getting the billing side of things set up. [SENSITIVE CONTENT] did a great job during launch week. We are now implementing their RCM services to further enhance our financials.

We outgrew our prior EHR that was missing Prescriber Tools, more powerful scheduling tools and lacked powerful reporting. INSYNC has all of these items and it was exactly what we were looking for to keep our growing practice running smoothly.

The software can be very complex when setting up configurations or having to make changes. One change can impact several others. However, this is necessary to have the level of customization and tools it offers. The other aspect that was not as good as our last EHR was the aesthetics of the software. It looks dated compared to newer systems but that is not too important.