Qualifacts

Disappointing Experience with Poor Customer Service and Unfulfilled Promises We initially chose InSync EHR Software based on their promises of reducing staffing costs and streamlining our operations, but unfortunately, the experience has been far from what we expected. While the software itself has some potential, it falls short in many areas, and the customer service has been nothing short of frustrating. From the outset, InSync’s sales team was highly motivated and responsive, eager to secure our contract and process payment. However, once the deal was signed, the support we received drastically decreased. Communication became erratic, and responses to our queries were often delayed or entirely ignored. This lack of consistent communication has made it incredibly difficult to get the help we need when issues arise. As for the software itself, it does not live up to the promises made during the sales process. We were assured that InSync would help us reduce staffing costs, but instead, our expenses have increased. We are now paying for the software while still relying on additional staff to manage tasks that should have been automated. This has led to frustration and increased overhead, rather than the cost savings we were promised. In conclusion, InSync EHR has not only failed to meet expectations in terms of performance, but their poor customer service and inconsistent communication have made the experience even worse. We are now left paying for a solution that hasn’t delivered on its promises and are unsure of how to move forward. I would advise caution when considering this software, as the lack of support and unfulfilled promises have left us very dissatisfied.

The implementation process for the Insync Software was smooth and I was excited. Qualifacts bought out Insync sometime in the fall of 2022 and we've had SIGNIFICANT issues since up to and including being significantly overcharged for software. I am repeatedly told I have to send emails to various departments and wait for signatures and have to sign a new contract every other month. It feels like I have to coordinate their business because no department talks to the other. We're told it's our own fault for not being clear that when removing a users we have to also specifically request they turn off that users access and remove their zoom accounts. However when you submit the forms, none of that is indicated so they are able to continue to charge you +500.00 per month! I continue to receive monthly invoices that are still not accurate! Avoid this system !!!

Stay away from this company!! Poor customer support and non responsive to questions. They updated the E-script portion of the software during business hours. Charges have increased even though we purchased the software from InSync approximately 4 years ago. I would find another mental health software if I could but I am stuck because we purchased the software. They have us "over a barrel".

Worst company I have ever worked with, DO NOT SIGN A CONTRACT!!! Their software did not work, members of staff continued to tell me to wait and not cancel, they were going to fix it, after months and months of waiting and continuing to ask to cancel yet attend meeting after meeting trusting them as they said they would fix the product and any bills later once everything is worked out. After the software still was not working properly from June 2022 - May 2023 (not sending prescriptions, sending scripts with the wrong tablet amounts, etc etc) They did not stand to their word and are trying to charge me for all my members of staff for this time period even though that was not what was promised. 2 providers used the system from September to march yet they are charging me for 32 employees from June 2022 to may 2023. Provided emails from their staff that said all the things they would do to fix the matter, they said a contract was signed sorry, emails wont work to make any adjustments to the bill but they will take off a month and a half of fees? Does this sound like a reputable company??

*UPDATE* - The support and billing have improved dramatically, after the initial transition months. AND while that transition was extremely frustrating, Qualifacts DESERVES praise for more recent events. The cyber attack on Change Healthcare affected many aspects of the healthcare industry. We were barely inconvenienced. More recently the Crowd Strike shutdown was quickly resolved by Qualifacts troubleshooting. Those events are worth a change in scoring. I am NOT impressed. We signed a contract with InSync and their billing and customer support were AMAZING! Then, less than a year later, Qualifacts bought (merged?) with InSync and since then the platform customer service and billing have been incredibly tedious, time consuming, and riddled with errors. You can't even ask customer service a question without first starting a help ticket online. Fortunately they have adapted some and the CS rep will sometimes start a help ticket while you are talking to them. I have an issues with the invoice they sent me for services I've cancelled. I've reached out three times. It has been two weeks with no response. Maybe tomorrow will be the day I finally get to talk to someone. I know everyone hates parts of their EMR. I think you'll hate this one more than most others. #51523

Absolute worse tech support possible. Many problems with no help from company. Impossible to talk directly with a human there. Countless days of back and forth emails to solve a 5 minute problem. Paid one year in advance for a service they never provided. There's got to be better out there.

Literally the worst experience. They charged me for services that were never performed for a length of time during covid where I received no response. Then the worst customer service, and platform for communication. They have multiple companies handling their tasks. Qualifacts, Insync, Easypay, EDI Insight. One does not know what the other is doing. A lot of promises, very high cost, and a lot of BS.

Qualifacts is killing the Insync product. It is adding a layer of bureaucracy to a system that provided customer service second to none. In the past, if something was not working I had access to the executives ear to let them know what worked and what did not work. Today I have given up on the lack of responsiveness from the company as the CS people are stopped from providing the name of the CEO to let him know that the Qualifacts case nonsense is not working. We have to keep track of so many portals in the medical industry and qualifacts insists on us keeping track of one more portal on top of Insync. Mr. CEO allow the CS people of Insync to have the same level of decision making that they had before. Very simple solution before the product loses its competitiveness. Our customer number is 50445 and you can reach me at the office by asking for JP.

As time goes on they actually have less and less support access. Unless your agency has a team 2 plus people to directly work on this system do not purchase. The support they have does not meet the needs of day to day operations. They also have more down time than what I feel is acceptable.

This system was not designed by healthcare professionals. It’s been a nightmare for our agency, we are trying to get out of our contract since none of the features we purchased are usable for my staff. Run! Please do yourself a favor and avoid this place.