I only first went live beginning February 2021, with the encouragement of [SENSITIVE CONTENT HIDDEN]., my Implementation Specialist. I admit, in the beginning I felt overwhelmed because I am the sole provider I had to learn all aspects of the software. However, [SENSITIVE CONTENT HIDDEN] encouraged me to hang in there and promised the support would be there when I needed. I'm very happy I hung in...Insync is going to make my professional life so much easier.

Insync allows me to bring all facets of my business under one umbrella: program management, submitting claims, client/patient statements, clearinghouse, credit card processing, patient portal with customized forms for progress notes and initial assessment, along with HIPAA and consent for treatment, and telehealth with Zoom that is very reliable. With the portal, patients can make their credit card payments online and send/receive emails that are all HIPAA compliant.

Setting up insurance companies was a bit of a challenge; however, that is because I forgot to change my address on Medicare website which caused a glitch in processing claims.

With all of the above being said, I think [SENSITIVE CONTENT] did a great job! There were some hiccups along the way but he helped us walk through them. It is always hard going from one platform to another- you are so used to doing things the old way that you think that is the way the work flow should be. [SENSITIVE CONTENT] did a great job of showing us what we are capable of doing in Insync. He would ask "why do you want to do it that way" and the answer 90% of the time was because that was what we were used to. He would then show us how Insync gets to that same end result and why it was done that way. He went to bat for us with support to try and get a few things added/changed- a big one for us was the scheduler. In the old system we had a view where we could see all the facilities schedules on one schedule, we very much miss that view. We know that it may or may not be implemented but he was still willing to do the work to try. I always had lots of questions and he was always willing to answer them and if he didn't have the answer he was willing to spend the time to find the answer. He was a great asset to our implementation.

(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.

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!

Started out great, sales pitch was obviously exciting. Once we started communicating challenges, the walls went up. They didn't try to compromise at all.

There's really nothing all that exciting about this software. The only positive is that it's highly customizable, but there's many others that are. This company's biggest claim is that they "sell" you a software license. So once you pay it off, there price goes down.

They "sell" you a software license that you can never return. If you drop $50k like we did and the program ends up not working, they WILL NOT return your money. After trying to work with their [SENSITIVE CONTENT] to get our money back, we were told too bad, the deal is done. As a small PT company try to survive, that was a difficult experience.

The best part about InSync is the customer service. I’ve been utilizing this software for over 5 years and while the product could be more efficient, the assistance from your support staff is unparalleled. I’ve been working with [SENSITIVE CONTENT] for a little over three months and he has been wonderful. I signed a new client and he helped me get the account set up excising patience and acting as a guiding voice. I never once was worried about anything because I know [SENSITIVE CONTENT] would be able to answer any questions I had. He handled my MANY inquiries with grace and patience. His due diligence made this process painless.

The product is very easy to use and simple to understand but what keeps me coming back and signing new clients on is the impeccable customer service.

Eligibility through practice insight and some other reporting features could be improved. Insurance eligibility especially is currently very tedious to verify. The reporting features can be improved as well. For manual entry of claims a tab over field for ICD-10 would be helpful. Clicking to Proceed is a waste of time. That’s the feature that makes me want to consider a different software. I’ve asked customer service many times if anything can be done but they said nothing can be changed about that.

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.

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.

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.

Overall Insync Healthcare Solutions is a comprehensive integration of clinical and business in one user-friendly customizable product.

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.

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.

Once we met with the InSync management we knew this was the company for us. They are "can do" people. They had a solution for every challenge we have. As a large behavioral health service provider we have staff located in many places so we needed a software product that had strong management functions. InSync has it.

First and foremost the ease of use. The product is very intuitive and easy for staff to learn and operate. Second, the support staff are awesome. They helped us at every step. Very knowledgeable, approachable and always there for us. Also, the cost savings. While we didn't realize how much we were going to save at the beginning. We now know we will save $3M over the next 10 years. And we will be able to repurpose a couple of staff as less support is required with this product.

Gees, not much here. We are so satisfied. I guess the fact we did not implement it sooner.

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!

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.

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.

While the beginning parts were rocky, overall, our office is very happy with the program. We have seen an improvement in workflow as well as in revenue.

The product makes workflow easy and provides accurate information for the user quickly and clearly. There are a lot of little things that Insync's product provides that make it easier to function. Billing: Having a large billing team is wonderful. The billing team is able to get claims out quickly and properly. Communication: The communication between IT, service, and billing department and the client is outstanding. It enables our office to troubleshoot small and large issues in a timely manner and creates a more smooth and profitable outcome for our business and providers.

The initial learning curve with the product was extremely difficult. We had great assistance from the onboarding team; however, due to all of the 'bells and whistles" it made it quite difficult to learn. Eligibility: Our office pays for Eligibility which is great because it shows us real time if the patient's insurance is active. Unfortunately, benefits for mental health are not shown on this portal. It would be wonderful if our office and other mental health offices had access to this information as it would save hours of time for the office as we still have to verify benefits for new patients who come in and existing patients who have insurance changes.

What used to be a relatively supportive relationship has turned into what feels like a one-up versus one-down relationship. I would not recommend their current mode of operation to anyone.

The EHR was working well and the RCM team was kind and supportive prior to being purchased by Qualifacts. This is no longer the case.

The RCM team is neither supportive nor helpful.

The entire team is flawless and go above and beyond to help us with every single question we ask, and we ask a ton of questions. They never make us feel like we are bothering them with the same question, as a matter of fact, I feel like we are they only client, when I know that’s just not the case.

The customer support you receive from the time of the sale to launch and even after is excellent. They hold your hand through the entire process making a very stressful situation manageable, including training our 65 providers.

Seems like a few things have more steps than should be necessary to complete on the PM side.

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.

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.

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.

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

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.

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.

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.

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.

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.

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

Our overall experience has been great. From the trainer who came out to go over the software with our admin team and our providers to our continued support with [SENSITIVE CONTENT HIDDEN] (we are sad to let him go and move on to the support team, but we get it :) Everyone has been really responsive, helpful and fun to work with. Our timing could not have been better moving to InSync as we finished training on March 12th and closed the clinic on March 18th due to COVID-19...moving us to 100% Telehealth right when it was crucial.

I think that the software is really intuitive and easy to use. You can search for what you need or process items in several ways, so you are not locked in to just one path of access. If I cannot figure out what I need there is always the University that I can search for helpful answers.

I am not having any dislikes at the moment, although our billing folks have said that it is a bit more cumbersome to use than our previous system. Part of this is learning the software and all that it can do for us. We have asked for some enhancements, so hopefully that will help if they can be implemented.

We were looking for a system to fit our unique specialty practice. InSync has provided a solution to a number of problems we were experiencing with our previous EMR, EPIC.

The ease of use of this system and the great implementation has made our transition as seamless as it could be. Our implementation specialist and training team were knowledgeable and made the system work for us.

Autoscoring excel documents and transitioning the scores to the care plan. Though the team has worked with us on creative solutions and submitted enhancement requests.

I was initially excited about this new system because of the capabilities that it was said to provide (i.e., customization to meet the needs of the clinic, streamline communication between 2 locations, departments and therapists, ability to complete daily notes quickly and easily, ability to keep up with progress reports and due dates, simple and intuitive user experience). However, from the first day it was a complete nightmare, greatly contributing to my decision to leave the practice and seek employment elsevisor, it was always difficult to review my assistants paperwork remotely. We eventually had to schedule extra time outside of our normal duties just to sit down and go over paperwork face to face. This system caused me to spend countless extra hours working at home and at the clinic just to troubleshoot. My efficiency and quality as a therapist was compromised; More focus and time was needed to deal with inSync, leaving very little time to plan effective treatment sessions and give clients what they need. In turn, this created dissatisfied clients. How could it be improved?: The only way this system could improve is to not exist. I not only lost income and time, but I also decided to leave a great company solely due to this software.

Implementation team was kind and helpful when on site.

1. The system was always freezing up causing me to lose paperwork. If it didn’t freeze, sometimes it would take 30+ minutes to load the next page or save when working on things like evaluations. 2. The user interface is very complex to navigate and learn. Requiring countless hours of unpaid work. 3. As a supervisor, it was always difficult to review my assistants paperwork remotely. We eventually had to schedule extra time outside of our normal duties just to sit down and go over paperwork face to face. 4. Whenever there were updates, so many things would change, it was like learning the system all over again. 5. Patient files, names, contact info and important dates were very difficult to access causing many miscommunication between therapist and families. where. 6. Printed documentation was poorly formatted, further impacting my professional image as well as the clinic's

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.

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.

Overall I feel that InSync is an excellent EMR system. Our implementation team, with [SENSITIVE CONTENT] as our main contact, were extremely professional and resourceful. Being a PPEC facility was not an easy task for the implementation team as we have different requirements than what the EMR system was typically used for; however, they seemed ready for the challenge. Without [SENSITIVE CONTENT] helping to adapt the program to meet our needs, we would not have been able to have a successful implementation. I appreciated how organized the company was with onsite discovery, training of super users, and on site training. It was also very helpful to learn all of the features of the program to ensure we were comfortable with transitioning to support. [SENSITIVE CONTENT] made learning easy, created "how-to" videos as needed, made himself available via zoom/emails for additional help, and introduced us to Ameya Walawalkar, who was a huge asset in implementing the billing portion of the program. It was great being able to brainstorm with [SENSITIVE CONTENT] to build the system in such a way that could be utilized by any PPEC. I should also mention that we are a small PPEC who, before InSync, never utilized an EMR system nor clearinghouse. I can proudly say that we are now able to efficiently utilize an EMR program for daily documentation and billing. It was a please to be able to work with such a great team and great company.

The best features of the program are definitely the To-Dos and internal messaging. As a facility with various departments utilizing the system, it makes communication and team work so much easier. We also love the aesthetics of the program. Viewing important patient information on one page (Facesheet) makes documenting easier. As a super user, I love being able to create/edit my own forms to make the program more applicable to our needs.

Though the implementation team, specifically [SENSITIVE CONTENT], worked tirelessly to tweak the EMR system to meet our needs, there are plenty of features that are needed to maneuver the system more effortlessly for a PPEC facility. The care plan section under treatment plan will be a future issue for the therapy department. Our patients can be enrolled in therapy up until 21 years of age and treatment plans are updated every six months. At this time, the EMR does not drop off/inactivate old goals created in treatment plans resulting in the potential of having 21 years of goals viewable in the system. In addition, the eMAR portion of the program is in need of enhancements to make it more user friendly for our nursing staff. We are unable to edit sig/instructions, start/stop dates without the assistance of support staff from InSync. PPECs are typically open 12 hours a day, M-F; however, some medications entered on the eMAR are given outside of business hours. At this time, our nursing staff have to enter "medication to be given at home" for every medication scheduled outside of business hours. It would be beneficial for any business that administers meds during a specific time frame to have the capability to set time parameters to decrease the daily work/responsibilities, allowing more one on one patient care. Reports/analytics also requires some new features, as we are unable to run medication reports, specifically what has been administered within a specific date range/drug type.

Very positive, [sensitive content hidden] the Implementation Specialist was very helpful, knowledgeable about everything we needed, and was always very friendly throughout. [sensitive content hidden] who did our billing implementation was also very helpful and patient with me as I am not as knowledgeable about billing. Overall, a very positive experience in implementation.

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 extensive process that we went through, from the introduction of our workflow to the final rollout was comprehensive and exceptional. The Clinical Implementation specialists were thorough, patient, and knew the inSync system inside and out. Because of this high level of familiarity with their product, they were able to cater to our needs extremely well and to help us create a product that worked best for our company. In addition, they were able to train our staff to a level where we are now able to create our own custom and clinical forms should the need arise and to independently configure the system to our needs.

We are a pediatric therapy clinic that has had our own medical record system and way of doing things for years. The inSync software supported the vast majority of what we needed in our documentation system and we were able to integrate our needs into their system very well. If it was not a feature that inSync had an established system for, they worked quickly to find a workaround or to create that feature in their system. The end result was a more efficient and customized system than we had previously been using.

I can't speak to the scheduling aspect of the system as I am involved primarily on the clinical documentation side. It is my understanding that some of the aspects of the scheduler were not initially as efficient as hoped for a multi-clinic location. However, I also believe that these concerns were immediately addressed and modifications have already been put in place.

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.

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

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.

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.

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

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.

The implementation process was very rough for us as we changed specialists several times and when we went live we were nowhere ready to go live. The oversight of that process was lacking - someone at InSync should have looked at our setup and realized we were not ready. This caused a very difficult and drawn out process after going live. The implementation specialist we got after go live who did stay with us throughout was wonderful and the only reason I gave a 7 as to likely to recommend InSync. If it were not for [SENSITIVE CONTENT] I would not only not recommend InSync due to the botched setup/implementation I would recommend against it to others. I hope the positives that come from our situation is that processes are improved to make sure the setup is more complete/on target before going live for other companies in the future. The number will go up if support and new feature implementation goes well in our next few months.

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.