Highly Recommend oncallhealth.ca

My clients much prefer OnCall Health over the previous platform. It's reliable, which when doing psychotherapy is very important! Picture and audio quality is very good, and the appointment booking process is quick and easy. The mobile / tablet version is just as straightforward and easy to use as the computer one.

Pros

It is straight forward, easy to use, and very reliable. When I switched from another telehealth platform to oncallhealth, I received positive feedback from virtually every one of my clients.

Cons

Client's have to email support in order to update their payment information.

OnCall Review

Our overall experience has been really pleasant. I truly appreciate all of the great customer service we have received from the team and the tutorials they provided my team to make sure everyone felt at ease using this new system.

Pros

I like that the program is easy to use and navigate. There aren't too many buttons or screens so it was easy to teach the staff I am working with, without the fear of them getting lost within the program

Cons

For our purposes, it would have been really nice to have more options/ freedom to set up patient surveys. As we work in research and need our questionnaires to match as closely as the standardize way they come, having more options would have allowed us to use this option- which was a key feature as to why we decided to increase our plan, and disappointing when it didn't end up working for our purposes.

Needs Improvement

It helps aid in the reduction of missed appointments due to reminders and decreases administrative support needed to do this task. However, there are several areas of growth needed to become the electronic file replacement it is designed to be.

Pros

Great for scheduling and reducing administrative duties by sending automatic appointment reminders. Also nice to be able to send intake documents and forms prior/post session as needed.

Cons

The digitization of documents aren't printer friendly when needed and customers find the interface cumbersome according to feedback. Additionally, there isn't a convenient way to pull up case notes without searching individually or records of documentation submitted electronically.

It's nice to know a video session is always On*Call when I need it

Overall the experience has been positive. The calls that get disconnected are relatively few and the ability to relaunch the session quickly is convenient.

Pros

As an end-user, I find the platform to be easy to use and fairly intuitive. With very few exceptions, all of the clients I have sent invitations to have been able to access the meetings without difficulty.

Cons

I would like to see an update which allows for notifications when an email is entered incorrectly. On two or three occasions, I have made errors when typing in email addresses for clients. When I do that from my email server, I get a notification that my message was undeliverable. However, within the platform there is no such notification, leaving me with the mistaken impression I have delivered the link to the client. This leaves me looking unprofessional, while simultaneously giving me the impression the client has chosen not to attend their session.

Valuable + Cohesive Platform for Mental Health Professionals

Pros

The ease of integrating various forms, client information, and booking all in one space. I appreciate the ability to link my booking page to various platforms and allowing clients to have the ​freedom to book and adjust their sessions when needed. Additionally, providing my clientele with​ various modes of interaction (i.e. messaging, video, phone, in person) is extremely valuable for meeting clients where they are at.

Cons

The inability to upload or input my own forms or remove/edit them. Prior to the Roster feature,​ it was challenging organizing sessions, notes, and client files - this has been a wonderful addition. In regards to payment, it is tricky at times utilizing this platform for individuals who do not have a credit card.

Great Support and One of the best Video Quality Applications

I do believe my overall experience with the platform as been positive. I think there is still some things they can work on like customization features. However, using the platform is easy and it is easy for my clients. In addition to this, the customer support is quick to respond and is also available for my clients so they are not asking me the questions.

Pros

I find that with some of the other options for video sessions with a client can be of low quality. I like that this software allows the client to check their sound and video quality before the session. I have also found that it works well in remote areas when the internet is not the best.

Cons

I do find that it is lacking some features for customization. For example, the receipts it automatically gives to the client does not have a lot of information on it and there is no option to change the formatting. For my clients that need to give the receipt to their insurance companies I have to send them one using my quick books as it includes more information like my license number on it that an insurance company requires.

A positive shift to provision of virtual services

I've recommended and purchased this platform for my two partners. They've also been pleased.

Pros

Very easy and quick to set up and get started - all in one day.

Cons

There are some features that could be more flexible. If I want to change from an in-person appointment to a virtual appointment session, I have to cancel rather than edit the appointment, then make a new one.

Simple but a few things to mention

Pros

Easy to use, simple interface, not overly complicated and cost-affordable

Cons

Doesn't integrate with EMR like practice better or Jane, so you basically have to maintain two schedules; you cannot send meeting invites again, titles of appointments have to be entered manually

Good product but expensive

It has been ok. I am considering other options presently due to the price.

Pros

Customer support Digital forms Payment system integrated

Cons

Price and services are not full available to all customers.

A great option to add to counselling businesses!

Pros

I love how easy it is to bill clients who use credit card to pay, and that they receive an emailed receipt instantly! Saves lots of time on paperwork that way. I also love that I can pull up my whole history and produce reprinted receipts at any time.

Cons

Clients who do not want to pay via credit card or don't have a credit card still need manual receipts and payment processing in alternate ways. Additionally, it does not store client information or allow for appointment repeats so you have to plug in each appointment individually with their email.

Review

Great tech support. Poor testing and quality control. I would be happier if I was able to customize more of the system as some features don't apply to my network and are confusing. (i.e complete button in texting). I am often told these features can't be modified. As my company grows we need more customization to our volume and size of therapist network.

Pros

Tech support with the rep has been a pleasurable experience and she has been prompt and efficient. We value her support. Over the years the look of the software has become more professional and UI and has improved.

Cons

My concern is the UX. Clients and therapists often have difficulty as OCH tech quality control needs to be improved. New features or customization need to be tested rigorously. I have found errors in tagging and matching provinces and therapists to our three services. I shouldn't be auditing the system regularly to look for mismatch. This has impacted our relationship with our therapists and our contracts.

OnCall Health Simplifies Administration for small business

Sales and support are very personalized and the reps have been very helpful in initial setup plus reviewing additions to the platform with me. Also helpful with payment problems.

Pros

Ease of use; payment system; videoconferencing; roster of clients and encrypted notes all in one place.

Cons

Client appointments reminders require the client to go into the software to see details. Inability to record videoconference calls.

OnCall Saved Me!

OnCall is fundamental to my practice and I don't know how I would operate without it now. From scheduling clients, to having them complete forms online, to providing a secure platform for me to offer virtual sessions to clients, and so much more. It's freed my time previously spent on admin to grow my practice.

Pros

Before OnCall, hours of my time were spent each week on emails, phone calls and texts going back and forth with clients to schedule. OnCall has streamlined the administrative operations of my practice, making it easy for my clients to book an appointment and freed up space for me to focus on providing therapy.

Cons

Integration was pretty seamless. The one difficulty is that the billing feature is not compatible with my current bookkeeping software, this has been somewhat of a challenge particularly due to the fact that part of my practice involves third-party billing to insurance companies.

Incredible customer service

I researched quite a bit and compared practice management programs while starting up my private practice. OnCall Health was my top choice for its professionalism, security (servers based in Canada, using Stripe for payments), features, and outstanding customer service. From first contact, I had the opportunity to talk to an actual person about package options, pricing, and user functions. OnCall team members guided me through how to use each feature and helped me figure out what would be the best features based on my needs. Since signing up as a customer, I have been connected with a rep to help me with any and all questions (and I have had a LOT as a new sole proprietor!). OnCall Health is ahead of the curve for its customer service and human contact. I don't feel like "just" a user: I feel like a valued customer. Thank you, OnCall Health!

Pros

The customer service makes using the software a user friendly experience. It takes a bit of getting used to, but it's easy to use pretty quickly. In addition, I love the security features (Canadian servers) and that it uses Stripe to process payments.

Cons

It's pricier than other programs, but it has a unique, integrated and secure online/video counselling feature. I don't use that currently but if I do in the future, I know it may be extra cost.

OnCall is a wonderful product with even better customer support!

Overall, I highly recommend OnCall. It meets all of our small-practice needs, and continues to grow as we do! Most importantly, I cannot stress how wonderful their customer support has been. This is one of the main reasons we continue to use OnCall for our practice.

Pros

We are very happy with all the features provided by OnCall, including secure storage for session notes, a roster of clients for each of our clinicians, options for virtual therapy, and ease of payment/generation of receipts. We are currently in the process of exploring the scheduling feature, and are looking forward to adding this to our experience. The OnCall support staff has been readily available for ourselves and our clients when needed - their responses are timely and there is always a live person to talk to in order to help troubleshoot any problems, which means that things get solved quickly and efficiently!

Cons

I do not have any complaints about OnCall.

Integral part of our practice

On-Call Health has enabled my practice to be accessible to clients who reside in remote communities, travel frequently, or have other restrictions which make in office attendance difficult. It has allowed me to specialize and focus my practice on select populations/issues. On-Call staff have always been helpful and attentive to the few problems we have experienced in the past. Overall, the platform allows us to focus on therapy as opposed to the supportive technology. In remote communities, it enables us to provide psychological services in a private, time flexible way, removing the dreaded "walk to the clinic on the psychologist's day here".

Pros

Secure, simple to use for both office and clients, stable with little external hardware demands. Client's rarely report trouble with set-up and are able to get support when needed.

Cons

At times video and /or audio can become distorted (although I have noticed this has not occurred over last few months). This typically occurs when clients are in areas of very poor connection services.

Working from Home Office

This has been a great resource during the current pandemic and has helped reduce face to face contact whilst retaining clients and sessions. In the future looking to continue to use video sessions as a subset of clients like the option of connecting from home.

Pros

Out in the sticks on a WiFi Internet Provider service so our internet connection can be on the slower side. Despite this, we have rarely experienced problems with video or sound quality unlike some of the other options we tried. Easy to set up video appointments and being able to save client details makes the process easier and quick. Not had any client complain about connecting to the video calls.

Cons

It would be useful to be able to easily sync the calendar with Google calendar. Think it may be possible but not obvious.

Full suite PHIPA compliant platform

I started using OnCall for the online video capability but soon saw it's potential to support many other administrative purposes. Having a booking button on my website, using forms for intake, makes it easy for those looking for service to become clients. I've found the customer service with OnCall has been the best! It's a main reason, I'm reluctant to explore other options.

Pros

Everything is in one place, OnCall is a full client management system integrated with online video platform. Booking (in-person, phone and online clients), cancellations, forms, payment, notes and online video use in one platform streamlines private practice needs.

Cons

In group sessions I wish there was a way to hide email addresses from other participants.

OnCall Platform Review

During the pandemic, I am unable to see clients in person, so OnCall is very helpful and it's great to know it's secure and private.

Pros

Easy to use. Automatic billing is a great feature.

Cons

Clients send emails to the automatic appointment notification email address. Couldn't that be corrected by not allowing replies to that email address?

Good product

Generally good. Customer service is good although I haven't had contact with them for a while.

Pros

I like a secure option to offer my clients when they are unable to come in person.

Cons

Sometimes, clients have difficulty accessing it from their end even when I've sent the link. In the past, when I toggle from the video to access something else, I could not return to the video. I don't like the limit of 10 for recurring appts. Would like to be able to set that myself.

OnCall Health

It is simple for clients to schedule directly on my website as well as to charge clients whose payment information is entered and cards work.

Pros

The ease of scheduling, payment and note taking for clients.

Cons

Sometimes clients have difficulty entering their payment information. I would like to be notified when payments don't go through or for it to take on my main page as it can get missed. I would like that the software would save the email once the notes/payment are processed.

Review

I have found oncall to meet my businesses needs fairly well. I am most often met with help on the other end of the line.

Pros

It has most of the features I require (Messaging, video, booking and invoicing). It is fairly easy to use for both me and my clients.

Cons

I would like to be able to book in person sessions rather than just video or telephone. I would also like to be able to book messaging appointments the same way so thgat it blocked my schedule. I would also like to be able to do my electronic charting on this system. That would be the ideal.

Helpful for a small practice

Keeping our clients' information/ communication private is of top priority to us. Oncall is PHIPA AND HIPAA compliant, is a Canadian company that has its servers within Canada, which was a big selling point for me.

Pros

I love the ease of set up and use. The video quality is great - especially when both users have good connections. I also love that the program sends reminders to clients, eliminating no-shows. I tried the online note-taking and scheduling. It was fairly easy to set up (with a little coaching - thank you!) however, my preference is to use pen and paper. Tech support is wonderful. I haven't had many issues, but any that have come up have been dealt with immediately and met with expertise and kind professionalism.

Cons

I'm not too tech savvy, so my preference is to use pen and paper where is comes to scheduling and note taking, therefore I have really only used the video option. The video has from time to time cut out, however the support team made some changes that have (so far) solved the issue.

Almost there.

For my purposes thus far OnCall has been increasingly functional and each new development has been very welcome. I have stayed because they have been willing to negotiate pricing with me. However, if OnCall does not keep up with other platforms as my business grows, I may have to look for another platform.

Pros

Recent updates, such as roster and calendar, have made it more user friendly. I also like the video component, although I haven't used it much yet.

Cons

There are still some valuable features missing that other booking platforms have, such as the ability to upload forms myself, monthly stats output, and online booking. Also, I don't like the piece meal pricing. I would prefer to see one price for all the features, and base pricing on volume instead (like OWL Practice).

Solid platform, amazing customer service!

This platform saves me time and keeps my clients' information secure in many ways: dedicated, secure servers, Canadian, cloud (heaven forbid if there's a fire in my office and paper files are destroyed)... And like I said, great customer service.

Pros

Oncall Health has been a lifesaver for my private practice. It gives me back precious time from having to create templates and save separate files, to using their simple to use platform to do notes, process payments, and keep track of appointments. The customer service is bar none! They offer so much support and very quick to respond to any and all questions or concerns. I'm very happy.

Cons

The platform is a little clunky on mobile and sends out a lot it emails (confirmations, receipts, etc) to clients. I don't see that as a con myself, but some clients think it's a bit much. Others find it super helpful. Personally, I wish the calendar was more interactive (its functionality is limited compared to say, Google calendar) but this is a minor aspect for me.

Review of OnCall Health

I started using OnCall Health to be able to meet with clients on-line. This is the only product that I found that took into account my concerns about confidentiality and the fact that the servers are located in Canada.

Pros

I really like that I can see my list of upcoming client meetings in one spot. I also really like that the software remembers previous information about my client set up (i.e. name, email, etc.) so that I don't have to retype this information when setting up a next appointment.

Cons

Once I've logged in to start a session with a client, I have to go through multiple steps to start the session (i.e. download the software to get started). It would be great to just hit "join video session" and be right there.

Local, HIPPA compliant, expensive

Great for my first year in business but looking for more cost effective ways moving forward

Pros

Happy servers are local and emails are answered quickly. Lots of add ons in one place.

Cons

I do enjoy the software, have had issues with clients being unable to get answers for trouble shooting issues. Instant messaging delays, intake forms Are no longer being delivered to clients automatically as expected. The amount taken off via stripe is not worth it. Easier to by pass stripe and use e transfers. Set up was not as easy as hoped.

Excellent support team

Pros

The software is user friendly, and it's easy to navigate and to set up new client accounts. I also appreciate the function of being able to message clients while in a video session.

Cons

Sometimes when I change the time of a session with the editing option, the connection doesn't work as well.

Telehealth Solution

Pros

OnCall is a user friendly platform that allows ease of access for telehealth on both the provider, as well as the client experience. I really like the option to invite more than one individual which has been helpful when pulling additional members of a family into a session without all crowding around a single computer monitor.

Cons

The chat section of the live session is great for during the session, but it would be helpful to have an option to save or convert into a part of the record for the client to refer back to. I typically cut/paste it into another note or message for the client so that what was discussed can be documented, while also helpful for the client to access.

On Call is Excellent

Above answers this

Pros

As a professional counsellor on call is a must. For setting appointments from my website, which gets me both new and returning clients to client appointment reminders, which decrease no shows and keeps my operational monies flowing better. Easy to use software.

Cons

Nothing. During the time I have been with on call there have been developments and each one very helpful. Mostly I just have to do my part and it runs well.

On Call Review

Pros

I was impressed with the ease of use of the software, as I am not a particularly skilled technical professional. The support and training provided through the company was excellent, they are patient and easy to connect with through phone calls or email for support calls.

Cons

Although the use of video counselling is a part of the pricing, as a new practitioner it was difficult to justify a higher monthly expense before knowing if video counselling would be a large part of my new business.

Making on-line counselling possible.

I am able to provide on-line counselling to clients who could not otherwise access services. Clients can go about their work day, school schedule out of town all while maintaining their therapy schedule and meeting their needs.

Pros

I love the idea that it works as an office. I can schedule appointments, send reminders, create notes, send documents, send invoices.

Cons

The functionality of the audio is not always stellar. Payment is through Stripe. While this is easy, I lose a percentage of my fee and reading the Stripe website is not ever clear.

OnCall Health

Pros

I like the fact that it's a secure Canadian online platform. I also like the new roster feature which I find very easy to use. I also like the customer support. I have found them to be extremely responsive and attentive when I've run into any difficulties.

Cons

I find the picture quality not as good as other online platforms. Also at times I have had some issues with clients being able to use OnCall and have had to switch to another platform for that client. Generally it works well.

Not user friendly

I will be going off on extended sick leave in January, and while I will not be able to physically go to the office, I would like to be able to stay connected with my clients using video services. I would also like to extend my practice beyond my geographical borders, by providing distance services for clients who live outside my city. I would suggest adding more tabs, and enabling the site for users so that it is easier to navigate. For example, I would like to upload my own forms into the directory to make it easier to use - how would I do that? A tutorial to remind users of how to connect clients to the service would also be useful.

Pros

I like the concept of this software - being able to work with clients remotely, especially in bad weather, or if I am away from the office for an extended time, I can still see clients.

Cons

I find this software to be not user friendly at all. To schedule a new appointment I have to click on "messages". Even after appointments have been scheduled, they don't show up on my roster. Clients don't know how to get connected to the video messaging features. There are no tabs, drop-down menus, or even a quick access help button. All of the product features that are touted in the monthly updates are absent from my screen. It has been so long since I tried to use the software, that I can't remember how to connect to video messaging - and I don't want to make this more stressful for my clients. This is why I haven't bothered to use it.

OnCall Platform Review

It is a wonderful added figure for my business. I am able to connect with clients who are not able to come to my office in person.

Pros

1) easy, simple, and friendly to use 2) quick to schedule an appointment. 3) love the payment option 4) clear video and voice connection

Cons

1) video clarity could be better 2) like to option to sent articles to my clients.

OnCall is a great asset to business expansion.

OnCall has been a great asset to my business. It is very easy to use. It is easy to use and learn even for technologically challenged individuals. Customer Service has been excellent and attentive.

Pros

I love that the platform is HIPAA and PIPEDA compliant. This is THE reason I chose OnCall. The customer service has been good. I also love how the payment from the client is incorporated into the system. It works very smoothly. It is also expanding and new great features are constantly being added which makes the software even easier to use.

Cons

As the software improves and features are added, it becomes increasingly more expensive and the small upgrades add up to a significant increase for small businesses.

Great start for online practice

Having oncall health offers a different choice to clients and abilities to be more flexible for supervision.

Pros

Easy to use platform, like the option of uploading documents, messaging and video all in one.

Cons

It cuts out alot and at times, video does not work.

Review

I have been able to expand my business online to provide clients with access to counselling services and eliminate travel as a barrier.

Pros

The software is user friendly and a great way to connect to clients via technology that can be used anytime. Tech support is very responsive! They are adding new features all the time.

Cons

Depending on internet connection of user, sometimes the video feed freezes.

Great for tele-mental health

Pros

What I like most about the software is that it offers the capability of facilitating clients by video, increasing accessibility of service. I also like the fact that it adheres to PHIPA & PIPEDA, and it's a Canadian company.

Cons

The cost for what it provides is a bit prohibitive.

Professional Platform

Generally it has been a good experience. The quality is exceptional which is why I continue to use it over switching to my other clinical platform.

Pros

Easy to book and change appointments. Clients tend to find it easy to use.

Cons

Clients find it difficult to get a hold of support and I have a couple of counsellors to add to platform with no idea how to do that.

Much room for improvement

It has been a stressful experience. Using the program has increased my work load and have had close calls with clients missing their appointments. It has been benefical to have the video conference feature and this has helped me land new clients.

Pros

- I must approve appointments before it is confirmed by the client - tech support for clients if they have troubles with the video conference - direct credit card billing and receipts sent in one easy click of a button

Cons

- It is not user-friendly or intuitive to use as a clinician - Secure messaging system is not linked to client roster - you must manually enter in their name, email address to send clients messages / files - Appointment times are not being saving correctly in client calenders and email reminders only include date (not time). Client have to login to the system to check; however, most clients do not do this. - Lack of control - I have to be in contact with OnCall constantly for any changes that need to be made

Great PLatform

Great!

Pros

Great tech support, friendly staff, easy to learn and use.

Cons

Would like to see an option to 'set up another video appointment' or set up another in-person appointment' rather than going back to square one with each appointment. Woudl also like to be abel to edit appointments from one format to antoher ie. from a video appointment to an in-person (or vice versa) without cancelling the initial appointment

Review of On Call Health

Pros

I liked that on-line therapy and scheduling/billing is combined in one platform. The invoicing/scheduling is pretty straightforward when working on a PC. I like that I can view all of my appointments across multiple locations in the PC calendar.

Cons

It is more difficult to use the mobile version of the software. On the PC, it remembers my clients but on mobile it doesn't. This means I have to wait to use the PC to log in my appointments since it's too cumbersome to find the emails to populate. Also, cannot see the calendar view on mobile.

Great Platform

Great platform....great service. The team at OnCall is always there to help.

Pros

I love the OnCall Platform. It put my clients at ease knowing that it is secure and reliable.

Cons

I am only interested in the video conferencing component of the platform but have to pay for all the other services availble....

Recommending OnCall

Pros

What I like best about OnCall is knowing I'm using a platform that's secure and private.

Cons

There's a few extra "bells and whistles" which I don't find are necessary. Occasionally client's have trouble connecting to the video call.

good program

allows us to reach all of Alberta and the Yukon in providing consultation and counselling

Pros

we have reviewed numerous platforms and we have chosen to go with oncall for our practice. it is easy to use and confidential. it's now just one click and go

Cons

not necessarily a software issue but if the wifi on the other side user is bad, sound and video sometimes gets glitchy

Great Service all around

Having the ability to charge missed appointments fees has been helpful

Pros

Payment processing at ease I love the new roster feature, make adding appointment seamless My support staff have been great and consistent from the beginning

Cons

There is nothing wrong with software, but as a business, I didn't use the video option as much I wish we did. Clients just were not interested.

Solved many private practice issues!

I have really enjoyed being able to host training workshops online without having to book a space and all the other preparation that goes with live "onsite" programs. OnCall Health has made this so easy! I have also really appreciated the support that staff at OnCall Health have offered in learning how to use and setting up the platform.

Pros

OnCall Health's platform has been user friendly - for me and my clients. I like being able to set my own availability on the scheduler, screen share, and host online groups as easily as individual clients. As a Canadian therapist, I especially appreciate that this platform (being a Canadian business located within Canada) works within Canadian health information privacy regulations.

Cons

I haven't had any struggles with the platform, so there really hasn't been anything that I don't like about it.

Good Quality Video

Overall no real issues

Pros

My clients enjoy the apt reminders and video easy to use

Cons

Basic package is pricey. Additional features cost extra.

User Friendly and Support Driven

Lots of immediate response and ideas on how to develop product that can further enhance the overall business.

Pros

I like the user friendly capacity that it provides. Support is given in a easy and time sensitive way.

Cons

This was not relevant to me as I did not find any concerns with the product.