InSync EMR

Kommentare: Our overall experience with this Insync so far has been really good. We really appreciate the support that has been given to us. I have a few overall concerns though: -Things felt rushed. I felt like even though we had deadlines, we needed more time with implementation. the rep did not contribute to this. Just in general though, I felt rushed to decide on the contract originally, I felt rushed on picking a "go live date", and I felt rushed getting all the information prepared for the go live date (even when it was looking like we might not make it, the option of pushing it back a little was not on the table). -The support team does the best the can to help us solve our problems and we love that. There is a language barrier though that makes understanding the material challenging. Including the Insync University tutorial videos.

Vorteile: 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.

Nachteile: 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.

Kommentare: I am able to now say to the government that I have an EMR that is certified for MIPS and the other current government requirements, which will allow me to avoid penalties in the future.

Vorteile: It is cloud based so I don't have to go in after hours to do constant "updates" like I used to on my old EMR. THe presentation of the screens appear professional and the notes are laid out in a professional appearing fashion. I like the lab interface as well and the patient portal is very nice.

Nachteile: The templates are not as robust as what I am used to. THey only allow you to save pre-clicks in the physical exam templates and I really miss it in the Review of Systems. The medication/allergy modules are a third party and don't interface seemlessly with the software. For instance, if a pharmacy sends me a request for a refill on Joe Smith, I can't just click on Joe SMith's name and be brought to the refill screen automatically. I have to log out of the pharmacy screen, search for the patient's name in the EMR, navigate back to the medicine module, search for the medicine that they requested and THEN finally refill it. This is very inefficient. If the pharmacy is requesting medicine XYZ for Joe Smith, we should be able to be brought to the refill of XYZ on Joe Smith with literally one click and no typing of names. I think they are working on fixing this so I am hopeful it will improve soon.

Kommentare: 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.

Vorteile: 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.

Nachteile: 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.

Vorteile: I love that InSync understood from the start that all practices (even within their own specialty) have very specific requirements and needs. Insync personalized the software to accommodate the needs of our practice and also tailored the EMR's work flow to mirror our current work flow pattern. This allowed for a much smoother transition. InSync was our practice's second attempt to transition to an EMR system. Our previous vendor's software was very restrictive and offered very little in the way of personalizing it to meet our needs. It wasn't user friendly and their technical support wasn't very supportive or helpful. Being user friendly is extremely important. Even if an EMR is tailored to your needs, if you can't figure your way through it in a quick, easy manner, you will end up frustrated and unhappy with your EMR choice. InSync's EMR is VERY USER FRIENDLY and is set up in a SENSIBLE MANNER that doesn't get you lost or confused. InSync made our transition from paper to EMR pretty darn easy for such a big, sometimes scary, undertaking. I can't say enough about how much support they offered both technical and personal (needed some emotional hand holding at times!). They went out of their way to make sure we successfully transitioned and they continue to be there for any ongoing support we may need.

Nachteile: The only thing that I could say here was that I wish I could have extended the 3 day onsite training to 30 days! Uh, but that would be unreasonable I know :-) But in reality, InSync, although not physically present in my office anymore, has always been available to answer my questions, guide me when needed and to help troubleshoot solutions. By "troubleshoot solutions" I don't want to imply there are any "issues" with the software. I haven't found any "issues" as of yet. I happen to have very high expectations of what I was looking to capture from an EMR, and how I could use it to help our practice meet AND score high on ALL clinical measures across the board for P4P, HEDIS and Meaningful Use. So by "troubleshoot" I just meant we worked to make sure this could be achieved. I am happy with the outcome.

Kommentare: 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.

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

Nachteile: 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.