Qualifacts + Credible Named 2022 Best In Klas: Software & Services

GETTYSBURG, Pa. (February 20, 2022) — Qualifacts + Credible, a leading provider of electronic health record (EHR) platforms for behavioral health and human services organizations, today announced the Credible platform has ranked No. 1 in the 2022 Best in KLAS: Software and Services report.

Additionally, Qualifacts + Credible’s CareLogic EHR platform is ranked No. 2 in the 2022 Best in KLAS: Software and Services report.

The Best in KLAS report recognizes software and services companies who excel in helping healthcare professionals improve patient care. All rankings are a direct result of the feedback of thousands of providers over the last year. A Best in KLAS award signifies to the healthcare IT industry the commitment and partnership that the top vendors should provide.

“We are honored by the trust our partners place in us every day, and their success is our highest priority. This recognition from KLAS is a great validation of the remarkable work our teams have done in support of our mission to be an innovative and trusted technology and solutions partner, said Paul Ricci, chief executive officer at Qualifacts + Credible.

“Each year, thousands of healthcare professionals across the globe take the time to share their voice with KLAS. They know that sharing their perspective helps vendors to improve and helps their peers make better decisions. These conversations are a constant reminder to me of how necessary accurate, honest, and impartial reporting is in the healthcare industry. The Best in KLAS report and the awards it contains set the standard of excellence for software and services firms. Vendors who win the title of Best in KLAS should celebrate and remember that providers now accept only the best from their products and services. The Best in KLAS award serves as a signal to provider and payer organizations that they should expect excellence from the winning vendors,” said KLAS CEO Adam Gale.

About Qualifacts + Credible   
Qualifacts + Credible is one of the largest behavioral health and human services EHR vendors in the country. Its mission is to partner with customers to support and extend their ability to deliver quality care and improve the lives of the clients they serve. With more than 20 years of experience its products and services help customers achieve interoperability goals, optimize efficiency, improve productivity, and maximize reimbursement. The company offers several EHRs – CareLogic, Credible and InSync – while collaborating to build an even brighter future for partner agencies and their clients.

About KLAS
KLAS has been providing accurate, honest, and impartial insights for the healthcare IT (HIT) industry since 1996. The KLAS mission is to improve the world’s healthcare by amplifying the voice of providers and payers. The scope of our research is constantly expanding to best-fit market needs as technology becomes increasingly sophisticated. KLAS finds the hard-to-get HIT data by building strong relationships with our payer and provider friends in the industry. Learn more at klasresearch.com.

Qualifacts + Credible Acquires InSync Healthcare Solutions

GETTYSBURG, Pa. (January 9, 2022) – Qualifacts + Credible, a leading provider of electronic health record platforms for behavioral health and human services organizations, today announced it has acquired InSync Healthcare Solutions.

InSync Healthcare Solutions is a leading provider of EHR and practice management software plus revenue cycle management services for behavioral, medical and rehabilitative professionals.

Qualifacts + Credible is adding InSync’s highly configurable, clean and intuitive platform to their portfolio of EHR solutions.

“The acquisition allows the combined organization to deliver innovation, technology, customer support, and complementary solutions to a broader behavioral health and human services market,” said Paul Ricci, chief executive officer of Qualifacts + Credible. ”It also better positions us for long-term growth by expanding our ability to serve small to medium-sized practices and agencies.”

Demand for behavioral health is on the rise, according to data from the Kaiser Family Foundation. As of January 2021, approximately four in 10 U.S. adults reported symptoms of anxiety or depression compared to one in 10 from January–June of 2019.

About 40% of behavioral providers work in smaller behavioral health organizations with fewer than 50 full time employees.

The company will continue to support all three platforms, with CareLogic and the Credible platforms remaining primarily focused on enterprise accounts.

InSync’s flexible and easy to use solutions for small to medium-sized practices and agencies will be enhanced by Qualifacts + Credible’s innovation and advanced technology capabilities.

“We’re excited to be part of an organization that is also focused on providing technology that empowers behavioral health providers to deliver the best care,” said Roland Therriault, executive vice president and general manager of InSync Healthcare Solutions.

Qualifacts + Credible currently has over 900 customers across 43 states making it one of the largest behavioral health EHR vendors in the country. The addition of InSync doubles the size of the organization’s customer count and it will serve over 10 million patients in all 50 states.

ABOUT QUALIFACTS + CREDIBLE    

Qualifacts + Credible is one of the largest behavioral health and human services EHR vendors in the country. Its mission is to partner with customers to support and extend their ability to deliver quality care and improve the lives of the clients they serve. With more than 20 years of experience and two of the highest rated platforms, its products and services help customers achieve interoperability goals, optimize efficiency, improve productivity, and maximize reimbursement.

ABOUT WARBURG PINCUS 
Qualifacts + Credible is a portfolio company of private equity firm Warburg Pincus LLC.

This leading global growth investor has more than $67 billion in private equity assets under management. The firm’s active portfolio of more than 215 companies is highly diversified by stage, sector, and geography. Warburg Pincus is an experienced partner to management teams seeking to build durable companies with sustainable value.

ABOUT INSYNC HEALTHCARE SOLUTIONS    
InSync Healthcare Solutions is a leading provider of EHR and practice management software plus revenue cycle management services for behavioral, medical and rehabilitative professionals. InSync leverages advanced technology, best-in-class partnerships and proven business processes to provide services and solutions that translate into better efficiency for healthcare organizations.

Think Of Your EHR & Vendor As A Technical Consultant Rather Than Software

It’s common knowledge that it’s less expensive for organizations to retain employees than to hire new ones. According to recent data, it costs as much as 33% of a worker’s annual salary to replace them. When applied to a median employee salary of $45,000, the average cost of turnover comes out to about $15,000 (see Avoidable Turnover Costing Employers Big). The same principle holds true for other areas of your business, but no where is this more evident to behavioral health providers than in their relationship with an electronic health record (EHR) and the companies that make them.

We’re bombarded with stories about EHRs evolving to become more flexible and use more services, such as artificial intelligence, but what do your peers report firsthand? We recently concluded the sixth annual OPEN MINDS National Behavioral Health EHR Survey and found that 53% of provider organizations report their EHR does not have all the functionalities they need. Only 19% report their clinical, scheduling, billing, and reporting and analytics functionalities as meeting their needs. These Core 4 functionalities are crucial to service delivery and organizational sustainability (see Providers Growingly Concerned About EHR Functionalities & The Technologies Needs For Future Service Delivery & Reimbursement: Top EHR Trends From The 2021 OPEN MINDS National Behavioral Health EHR Survey.

Research shows the cause of this dissatisfaction stems from the EHR’s initial implementation within an organization (see Selecting The Right EHR Partner: An EHR Return-On-Investment Analysis). According to a recent white paper, there are two main reasons that an EHR fails to live up to expectations. The first issue is an incomplete EHR implementation. This is when, for one reason or another, the organization has been unable to successfully implement all the components of a system that would move to a completely paperless health record. The second issue is an ineffective EHR implementation. With this problem, all of the components have been activated, but the staff is struggling to use these tools as they were intended.

Both scenarios are exceptionally frustrating for staff who have often been working on the implementation for months, or even years. The immediate response might be to start over fresh with a new vendor, but, like replacing employees, it can be much more expensive to start over with a new EHR rather than working with your EHR vendor to get the one you have to meet your needs. Here are some tips to consider if you’re debating whether to fix or replace your EHR.

  1. Create a technology workgroup. Technology workgroups come in all shapes and sizes and provide numerous benefits to any organization that uses an EHR (see The Benefits Of Technology Workgroups On Program Quality: An EHR Best Practices Community Interview With Bob Puckett). Implementations go awry for a variety of reasons, including lack of organization or staff accountability, and inability to prioritize implementation tasks to move the implementation forward. An effective technology workgroup can help ensure a streamlined EHR implementation and on-going functioning. Some organizations find it best to choose workgroup members based on skillsets and not solely by job title, as is the case with many other organizations. It is imperative for executive teams to keep this work group operational even after the EHR implantation. They may not need to meet as often, but these individuals will be the eyes and ears of the project on the front lines of your organization.
  2. Make a list of your issues. Task your technology workgroup with conducting brief focus groups with your top users to find out what features of your EHR are working as planned and which are not. If staff have created workarounds outside your EHR instead of using what is offered, find out how and why. Is it because the solution built in doesn’t work? Is it too clunky? Hard to use? Buy in from your power users on which necessary improvements are most important will help the project succeed.
  3. Understand future needs from your payers and funders. The reporting requirements for receiving timely payments and grant funding are constantly shifting. As you look at enhancing your system, talk to some of your payer and funding partners to find out what they will need from you in the not-to-distant future. This helps ensure that the changes you make today will remain relevant in the future (see Data-Driven Care: Using Population Health & High-Utilizer Data).
  4. Connect with other clients of your EHR vendor. Most vendors hold user’s group meetings where providers using a specific technology can talk to other users and staff to solve common problems. Before the pandemic these groups often met in person, but many have shifted to an online-only format due to COVID-19. If you’re not already participating, ask your vendor how to get involved. Often, you’ll find that other real-world users of a technology can provide additional insight from the front lines that you can’t get specifically from your sales representative(s). It also helps to sign up for any mailing lists or websites where users can ask and answer common questions.
  5. Talk to your current vendor. Before putting out any requests for proposals or shopping for a new EHR, contact your current vendor and discuss your problems. It’s highly likely that your vendor has seen this situation with another client and may have solutions that would be easier and less expensive than starting over from scratch. If you don’t currently have a productive relationship with your vendor representative, request someone new and/or rethink your main liaison within your organization. Some of the problems may boil down to personality differences between the staff implementing the project and the vendors assigned to your project.

Lay it on the line – explain that you are unhappy and that certain conditions must be met for you to continue with this vendor. Even if your contract doesn’t renew for another few years, you may have a clause in your contract for non-performance. The key is to document everything so that you’ll have the receipts should a break-up become inevitable.

Providers Growingly Concerned About EHR Functionalities & The Technologies Needs For Future Service Delivery & Reimbursement: Top EHR Trends From The 2021 OPEN MINDS National Behavioral Health EHR Survey

Originally presented on October 19, 2021.

We’re bombarded with stories about electronic health records (EHR) evolving to become more flexible and use more services like blockchain, cryptocurrencies, and artificial intelligence, but what do your peers report firsthand? We recently concluded the sixth annual OPEN MINDS National Behavioral Health EHR Survey and found that 53% of provider organizations report their EHR does not have all the functionalities they need. Only 19% report their clinical, scheduling, billing, and reporting and analytics functionalities as meeting their needs. These Core 4 functionalities are crucial to service delivery and organizational sustainability.

In this webinar, OPEN MINDS Senior Associate, Joe Naughton-Travers, shared the results of the 2021 OPEN MINDS National Behavioral Health EHR Survey and discussed what organizations can do to plan for the next advances in health care technology and service delivery. Mr. Travers also discussed the growing concern among providers and what functionalities to be looking at for future service delivery and timely reimbursements.

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Top EHR Trends In 2021: Results Of The Annual Behavioral Health EHR Survey

We’re bombarded with stories about electronic health records (EHR) evolving to become more flexible and use more services like blockchain, cryptocurrencies, and artificial intelligence, but what do your peers report firsthand? We recently concluded the sixth annual National Behavioral Health EHR Survey and found that only 19% of provider organizations report their clinical, scheduling, billing, and reporting and analytics functionalities as meeting their needs. These Core 4 functionalities are crucial to service delivery and organizational sustainability.

Join OPEN MINDS Senior Associate, Joe Naughton-Travers, for a free webinar on October 19 at 1:00pm ET to hear the results of the 2021 National Behavioral Health EHR Survey and what your organization can do to plan for the next advances in health care technology and service delivery. Mr. Travers will also discuss the differing needs of small and large provider organizations when it comes to EHRs for service delivery and timely reimbursements. Join us to learn:

  • Results of the 2021 National Behavioral Health EHR Survey
  • How small and large provider organizations differ in their EHR needs
  • Best practices for finding an EHR that is the right fit for your organization

Maximize Your Organizational Effectiveness With Analytics & Reporting: Unique Case Studies As Told By Monarch & Options Counseling & Family Services

Originally presented on 9/28/2021

Improving value, competitive advantage, and sustainability are top of mind for executives of most behavioral health and human services provider organizations. None of these improvements are possible without consistent, high-quality reporting and analytics. Implementing analytics and reporting is much easier than you may believe.

During this webinar, Scott Budzien, Data Scientist at Monarch; Adam Falk, Chief Information Officer at Options Counseling and Family Services; and Christy Winter, Senior Product Manager, Analytics, at Qualifacts + Credible dove into the world of reporting and analytics, and how they can benefit an organization. Our panelists discussed the difference between reporting and analytics and the value each provides to your organization. They also discussed several key strategies for successfully implementing reporting and analytics in your culture. Monarch and Options Counseling & Family Services also shared their journeys into the world of reporting and analytics and how they implemented processes and tools to become more data driven.

Maximize Your Organizational Effectiveness With Analytics & Reporting

Improving value, competitive advantage, and sustainability are top of mind for executives of most behavioral health and human services provider organizations. None of these improvements are possible without consistent, high-quality reporting and analytics. Implementing analytics and reporting is much easier than you may believe.

Join Christy Winter, Senior Product Manager, Analytics, of Qualifacts + Credible on September 28 at 1:00pm ET, for a deep dive into the world of reporting and analytics, and how they can benefit your organization. She will discuss the difference between reporting and analytics and the value each provides to your organization. She will also discuss several key strategies for successfully implementing reporting and analytics in your culture. You will also explore two organizations’ journeys into the world of reporting and analytics and see how they implemented processes and tools to become more data driven.

During this 60-minute executive web briefing, you will:

  • Discover concrete strategies to better incorporate reporting and analytics into your organization
  • Understand the unique value analytics and reporting provide your organization
  • Hear firsthand how two provider organizations implemented processes and tools to become more data driven

Your Post-Pandemic Workforce: Trends In Hiring & Retaining Top Talent

This Knowledge Partner session sponsored by Qualifacts + Credible took place on August 24, 2021 at The 2021 OPEN MINDS Management Best Practices Institute. In the post pandemic job market, many employers are finding it difficult to hire and retain staff. Even before COVID-19, there was a shortage of behavioral health care professionals which has been exacerbated by the pandemic. The uncertainty of this past year has also changed what many employees want from their place of employment. Participants discussed what factors are impacting employees’ decisions when considering new opportunities and how to improve employee retention.
Speakers:
Holly Carman
Compliance Manager, Qualifacts + Credible
Paul Duck Senior Associate, OPEN MINDS

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Top 6 Best Practices For Staying Human While Keeping Your Distance

One of the major developments of the COVID-19 pandemic has been the phenomenal growth of telehealth use, especially in behavioral health care. Telehealth became ubiquitous during the pandemic, and it is predicted that a large percentage of health care will continue via telehealth even after the public health emergency eases. A recent survey by Qualifacts and the National Council for Behavioral Health found that:

  • Before the pandemic, telehealth utilization in behavioral health care was relatively low, with only 2% of organizations providing 80% or more of their care virtually (See COVID-19 and Value-Based Reimbursement: What Do We Know? Where Will it Go?).
  • At the height of the pandemic, 60% of behavioral health organizations were providing 80% or more of their care virtually – due to policy changes reducing barriers to telehealth.
  • A majority of behavioral health care executives expect the increased utilization of virtual services to continue, with an estimated 40% to 60% of their overall services being provided via virtual platforms (See The New Role of Virtual Care in Behavioral Health).

Before 2020, health care was poised to start using more technology to allow consumers to make appointments, share records, and connect with their clinical professionals electronically. However, COVID-19 forced the rapid adoption of many of these services, particularly telehealth (See 21st Century Cures Act Paves The Way For Telehealth To Bloom During Pandemic). It turns out, consumers appreciate the ease of telehealth, especially because it allows them to avoid traffic and waiting rooms. Clinical professionals have also benefited from telehealth, finding that it allows them to see how their consumers are living day-to-day. Another advantage of telehealth is the ability to reduce barriers to care, such as time away from work and the stigma associated with seeking care (See What You Should Be Thinking About Now).

Mental health services were among the quickest health care specialty to switch to online treatment. With data collected between November 2020 through February 2021, 33% of all mental health appointments were conducted virtually. Primary care followed behind, holding 17% of its visits virtually. Pediatrics held 9% of its visits virtually, cardiology 7%, and OB/GYN visits were at 4%.

But despite the popularity and advantages of telehealth, clinical professionals must recognize that telehealth does not work for all consumers and all conditions. Regardless of age, many individuals are uncomfortable using technology, especially for sharing private health information. Also, not all consumers have access to high-speed internet, and therefore must resort to telephone appointments when an in-person visit is not an option. Above all, clinical professionals need to deliver the same personal, human interaction over the internet or the phone as they do in person. To ensure your clinical staff are maintaining a high quality of care without losing the personal touch while virtual, be sure to follow these key best practices:

  1. Establish a baseline for in-person versus virtual visits. Take a hard look at your service lines and consumer populations, as well as any payer requirements, when considering how often to require in-person versus virtual visits once the current pandemic ends. Even if your consumers love telehealth, make sure requirements are clear on how frequently they should be seeing consumers in-person — such as once every four telehealth visits — or whatever is determined to be best for your organization, clinical professionals, and payers. Advise your staff to be up front with consumers about the in-person/telehealth requirements from the office. Many people have anxiety as the world re-opens, and it is best to give people advanced notice of plans and expectations for future meetings.
  2. Acknowledge previous statements. Just like in an in-person visit, encourage your clinical professionals to spend a moment to chat with their consumers, perhaps following up and checking in on what you discussed in your last visit to make sure you both understand where you left off. This also works for clinical professionals as they move from topic to topic during consultations – spending a moment to reiterate an earlier conversation confirms you’re both on the same page. This helps the conversation stay on topic and helps your consumers build a connection with their clinical professionals, even if they have only ever met virtually.
  3. Listen to your consumers. As the world starts to re-open, advise your clinical professionals to check in with their consumers to see whether they would like to continue virtually, start meeting in-person again, or some combination of the two. Staff should realize it is also important to acknowledge any frustrations consumers may have regarding the platform or anything else in their lives. Even during a virtual appointment, it is obvious if someone is upset by the tone of their voice. Acknowledging these frustrations will demonstrate to consumers that their clinical professionals are present, even if they are not physically in the same room. This person-centered care approach will help your consumers feel more connected to their clinical professionals and actively involved in their treatment, which can positively impact health outcomes.
  4. Different policies for different diagnoses. As an office policy, it is also important to think about the consumer diagnoses your organization handles to see what works well digitally. Some treatment plans focusing on talk therapy may lend themselves naturally to telehealth, while others requiring injections or blood samples must be conducted in person. Think through the consumer population your organization treats and set some guidelines for your clinical professionals about how they should plan to handle future visits. For example, children being treated for attention deficit hyperactivity disorder (ADHD) are typically weighed to make sure they are not losing weight due to appetite loss from medication. Set a policy for parents to weigh children at home or develop a schedule for in-person visits.
  5. Explain the technology. All these tech tools are great, so long as everyone can use them. As an organization, be prepared to offer some training to your staff on how to effectively use technologies. If consumers are intimidated by a patient portal, they may be too shy to continue with treatments. It is important for your staff to be respectful of consumer’s tech knowledge and offer guidance without being condescending. Depending on your practice, you could even designate someone in the office to handle tech support for all consumers. Whatever you decide–just make sure you have someone available and willing to reach the consumers where they are.
  6. Do not be afraid to ask questions. Even on a virtual visit, your staff must be able to talk with consumers and engage with them as they would in person. Encourage your staff to make simple small talk to start a conversation, such as commenting about the weather or compliment a new hair style. Even in a virtual world, consumers need to feel connected to clinical professionals, so it is important to show attention to the consumer’s person. Teach your staff basic techniques to recenter and engage again with the conversation should their focus wane briefly.

As the world and industry change and we approach the next normal, provider organizations must embrace the fact that virtual care is here to stay. Incorporating a person-centered approach to care is incredibly important during these times when most of our care is being delivered virtually. To learn more about person-centered care and how to keep your consumers actively engaged in their own health care, view this recent archived webinar, A Stable Connection Should Mean More Than Just a Strong Wi-Fi Signal: How to Keep Care Connections Personal in a Virtual World.

The full text of “athenahealth Creates Online Telehealth Insights Dashboard to Help Practices Benchmark Their Performance and Find Opportunities to Better Meet Provider and Patient Needs” was published March 9, 2021, by athenahealth, Inc. A free copy of this and access to the Telehealth Insights Dashboard are available online at https://www.businesswire.com/news/home/20210309005235/en/athenahealth-Creates-Online-Telehealth-Insights-Dashboard-to-Help-Practices-Benchmark-Their-Performance-and-Find-Opportunities-to-Better-Meet-Provider-and-Patient-Needs (accessed July 23, 2021).
The full text of “Help patients adjust to telehealth by remembering the human touch” was published June 23, 2020, by the American Medical Association. A free copy is available online at https://www.ama-assn.org/practice-management/digital/help-patients-adjust-telehealth-remembering-human-touch (accessed July 12, 2021).

Don’t Leave Money On The Table: How The Right Technology Can Improve Your VBR Success

Originally presented on May 26th, 2021

Value-based care is here! If you haven’t started thinking about what it is you need to compete in a value-based environment, now is the time to start. With the rise in value-based care contracts and utilization of alternative payment models, provider organizations are challenged with doing the research and homework to get prepared for these new ways of managing care.

Hear an update on where we are with value-based care from OPEN MINDS Senior Associate, Ken Carr, as well as a firsthand case study from Capital Area Human Services (CAHS) on their journey to value-based care. CAHS Director of Business Development, Karla Lee Muzik, and Program Manager, John Nosacka, will showcase how their organization discovered they had been losing money by not having the right technology and how they began to remedy the problem.

During this session, attendees will:

  • Understand the current state of value-based care
  • Discover how to tell if they too are losing money with the wrong tools and technology
  • Hear a real-life case study from one provider organization who was losing money by not having the right tools to succeed with value-based contracting

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