Credible EHR
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Subject Expert
Tyson Blauer
Research Director
Commentary Summary
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User Commentary
Functionality and Upgrades
We like how easy Credible EHR is to use. It is a very user friendly system. It isn't too confusing...
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Functionality and Upgrades
In Credible EHR, we would like to be able to capture multiple signatures. When a patient goes into...
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Functionality and Upgrades
We would like to see improvements to the system that would allow us to put beds on hold for patients...
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Service and Support
Qualifacts' web support response times are a little longer than they used to be.
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Functionality and Upgrades
We get a lot of positive feedback on Credible EHR from our staff, and I love the ease of getting...
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Functionality and Upgrades
Every time the vendor runs updates, something breaks. The vendor needs to do more testing before...
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Service and Support
The vendor has had a lot of turnover in the account representative position. Sometimes we have been...
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Service and Support
Since Credible merged with Qualifacts, we have started to see a decline in response times. Our...
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Service and Support
Credible has a chat service ticket system, and that has been a huge help for us because we have been...
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Lessons Learned
Credible's system is not a daily solution. It is meant for therapy sessions and things. For that...
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Sales and Contracting
There seems to be a disconnect between the people we deal with at Credible. What they sell us is not...
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Functionality and Upgrades
One big issue we see in Credible's system is on the reporting side. The vendor makes sure we always...
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Service and Support
When Credible wants to help their clients, the service they offer is fantastic. However, getting to...
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Lessons Learned
Credible's software is pretty robust, but most of the available modules have an added cost. We have...
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Functionality and Upgrades
There are always changes in Credible's software. Sometimes the changes are hard to keep up with. A...
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Implementation and Training
The vendor has a knowledge base that we can use to access articles and such, but sometimes the...
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Functionality and Upgrades
For a generic end user, like the majority of my staff, Credible Behavioral Health Enterprise...
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Technology
Credible’s deliveries are usually behind the times or aren't relevant to our particular organization....
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Service and Support
The task tickets with Credible are often open for months on end with very little communication, and...
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Relationship
With the previous owner of Credible, we could count on anyone hopping on a call and helping us solve...
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Implementation and Training
We had a very positive implementation experience with Credible. The process was very different from...
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Implementation and Training
We don't really get training for the system. We get release notes, and the vendor does training at...
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Implementation and Training
Credible has training videos for brand-new users, but the videos are very generic. The ongoing...
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Technology
Credible's system does function the majority of the time, and it is very intuitive. We can take care...
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Other Observations & Comments
Credible is really good at asking about what we want to happen, but they mostly just suggest...
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Functionality and Upgrades
Credible Behavioral Health Enterprise Software is user friendly enough that our internal trainer can...
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Functionality and Upgrades
We like that the software encompasses the breadth of services that we do. We like that it is...
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Relationship
We have an account manager, but we do not think they have as much power as they had before Credible...
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Relationship
When we approached Credible about the potential merger to try to enlist some help figuring out some...
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Interfacing and Integration
We were sold on the idea that we would be able to message primary care providers in the community,...
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Relationship
The process for giving feedback about ideas or things that need improvement in the system is so...
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Relationship
When it comes to communicating about things that are going on, Credible is way better than any...
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Functionality and Upgrades
Since Qualifacts bought out Credible, the implementations have not been particularly effective....
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Interfacing and Integration
Credible wasn't able to integrate a particular assessment tool into their system. We have asked them...
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Functionality and Upgrades
Some of our staff members who have used other EHRs say that Credible's EHR is more user friendly....
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Functionality and Upgrades
The Credible solution works really well for our medical, behavioral health, and residential needs....
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Service and Support
I don't know why the following is a practice, but I notice that the support team is very quick to...
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Service and Support
The vendor has different tools available for helping us. I like that the vendor has a live chat. We...
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Service and Support
We are able to call the support team, but I haven't called them because they say a call is only...
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Relationship
If we want to see something changed or something new added into Credible's software, then we have to...
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Relationship
I would want to tell Credible’s executives that they really need to listen. I think that they are...
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Functionality and Upgrades
Credible’s reporting is hands down the best we can find in terms of giving us the ability to do our...
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Future Outlook
I would like to see Credible improve their patient portal in terms of clients seeing information and...
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Functionality and Upgrades
Credible’s biggest shortcoming is their QA process for updates. They also don't give us notice of...
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Relationship
The vendor involvement is pretty minimal, but part of that is on us. Recently, Credible’s service...
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Functionality and Upgrades
I like that we can access all the data that is in the system and that Credible has built tools to...
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Functionality and Upgrades
I would like to see some of the visual aspects of the system enhanced. The schedule is dated and a...
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Relationship
When the vendor was just Credible, their executive involvement was horrible. Since Credible was...
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Technology
We have some concerns because not everyone is thrilled with the Credible product. There are a lot of...
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Future Outlook
I like the road map that Credible has for their software. I feel like they are taking steps and...
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Relationship
Credible has improved their account-executive relationship over time. They have added an additional...
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Service and Support
Credible has a gap in some of their system's long-term functionality loops and bugs. We have had...
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Implementation and Training
We had certain people trained on forms when we originally got Credible's product, but now those...
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Service and Support
There have been treatment plan issues forever. I have put in tickets, and at this point, I do not...
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Sales and Contracting
We have had some challenges with things that weren't discussed prior to purchasing Credible’s...
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Relationship
We have regular meetings with the vendor. That is a promise they have kept. However, there have been...
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Functionality and Upgrades
When using the product, it is easy to document things live and complete them. Then everyone can see...
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Service and Support
Our staff members were told by the vendor to start cloning visits in the product because that would...
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Functionality and Upgrades
The vendor does keep their promises but not always on the timelines that they initially said....
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Relationship
We have regular calls with Credible’s senior leadership all the way up to their CEO. This is the...
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Other Observations & Comments
We are working on building some things to help us really understand our data from all different...
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Relationship
Credible has been so supportive over the whole spectrum from our executive leadership meetings down...
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Functionality and Upgrades
We are overall happy with Credible, especially compared to the vendor we came from for our EHR....
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Functionality and Upgrades
Our biggest pitfall with Credible right now is their lack of a functional client portal, but that is...
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Sales and Contracting
Credible is very up front with the cost initially. Sometimes when we are thinking about adding...
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Functionality and Upgrades
Credible is working on the ability to receive data from different healthcare exchanges but not the...
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Relationship
Anytime we reach out to Credible for help with ideas or to brainstorm workflows, they always jump on...
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Functionality and Upgrades
The solution is very user friendly compared to our previous system. From an IT perspective, the...
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Functionality and Upgrades
With the inpatient module, we can easily see who is assigned to beds and which beds are open. The...
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Lessons Learned
When customers contract with Credible, they get a specific number of forms that they can use; after...
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Implementation and Training
The vendor trained the people that were part of the go-live team, and we had access to training,...
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Functionality and Upgrades
Product stability is a challenge. There have been a lot of broken things that have not worked and...
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Relationship
Eventually Credible keeps their promises. It just takes a long time to get their road map out....
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Other Observations & Comments
During our due diligence and RFP process, we rated Credible’s software as a B to B- product, and it...
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Functionality and Upgrades
The billing part of Credible's system is generally good. If we follow through and do what we are...
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Win/Loss - Why they were selected (by current clients)
We chose the Credible solution primarily because of the way that it looked from a user standpoint in...
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Technology
Our biggest issue with the product is that the software design is decades old and is not really...
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Functionality and Upgrades
A lot of the updates that Credible has done recently have introduced new bugs to current...
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Technology
After we went live, there was a huge latency and system outage problem. My sense was that Credible...
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Interfacing and Integration
As far as interoperability goes, Credible doesn't have a good solution that allows us to connect to...
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Implementation and Training
One of the best things that Credible has going for them is their ongoing learning. They host several...
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Functionality and Upgrades
Credible’s ePrescription module is not very good. Prescribers have to send each medication...
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Interfacing and Integration
Credible doesn't really support telehealth services. They have been talking about telehealth since...
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Other Observations & Comments
Credible knows what partners need and want, but Credible rushed with some of the things on their...
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Relationship
There hasn't been a clear vision of how Credible is going to approach their road map. That may be...
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Relationship
Credible promised to add some things to the solution years ago, but we still have not gotten...
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Service and Support
Credible’s support team is not terrible, but the team has an incorrect focus for their service. The...
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Functionality and Upgrades
Credible's product isn’t guiding us toward the outcomes that we need. The system does what we need...
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Future Outlook
I hope that Credible will start to present some of the things that they promised us, but I don't...
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Relationship
Any issue with the system that is impacting the customers' revenue should be given a high-level...
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Functionality and Upgrades
Sometimes, Credible's time frames can be a little delayed when it comes to rolling things out....
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Functionality and Upgrades
Credible's software is pretty user friendly. The vendor is flexible when it comes to being able to...
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Functionality and Upgrades
I would suggest that the vendor work on the report-building portion of the system. Credible has BI...
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Technology
When we implemented this system, we looked at a lot of different vendors' systems, and I have been a...
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Other Observations & Comments
The vendor was very hands on during the implementation, so it went pretty well. The vendor has a lot...
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Functionality and Upgrades
Some people are not very technology savvy and do not spend much time in the system. There are some...
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Functionality and Upgrades
Overall, the system has been a really good solution for us. Our staff members love the system's...
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Interfacing and Integration
Credible doesn't do integrations. It is difficult for us to integrate other systems with Credible's...
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Functionality and Upgrades
Overall, the product is good. I would be willing to refer it to others.
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Functionality and Upgrades
We have to do a lot of back-end reporting to try to identify how things have changed over time. That...
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Service and Support
At one point, the vendor's updates for the system broke something, and it took a long time for them...
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Functionality and Upgrades
The vendor uses web services for everything, so they use an XML portal that I have to use to connect...
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Functionality and Upgrades
There are a lot of little issues. If we are adding a new client, the system automatically creates an...
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Relationship
It would be nice to have an easy way to have caseload history so that I could see the client, the...
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Interfacing and Integration
We have issues with our clearinghouse connecting to Credible's system and connecting to insurance...
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Relationship
Overall, we are satisfied. Credible merged with Qualifacts, but that has not seemed to affect us. We...
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Relationship
We are using a new service, and the services firm told us they could connect with us and provide...
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Implementation and Training
Credible is good at offering resources. There are written instructions in the knowledge base that...
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Other Observations & Comments
Nothing comes to the top of my mind in terms of things Credible could improve. The system works, and...
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Service and Support
Our representative left, and it took a while to find their replacement. That was frustrating because...
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Functionality and Upgrades
I would like to see improvements with the scheduling part of the software. Currently, I think using...
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Functionality and Upgrades
I would like to see improvements with the billing plans. The reason I say that is because the vendor...
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Implementation and Training
The training that we received wasn't very great.
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Lessons Learned
Anyone who is planning to go with Credible should be very careful about what the implementation...
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Service and Support
Credible has improved their responses for the task tickets when they have issues.
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Functionality and Upgrades
Credible’s knowledge base is difficult to use. It is difficult to find things and find all the...
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Relationship
What we feared is actually happening with Qualifacts' takeover of Credible: Qualifacts is absorbing...
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Functionality and Upgrades
Since Qualifacts acquired Credible, the vendor has broken something literally every single time they...
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Relationship
If someone were to ask us whether Credible keeps all of their promises, we would tell that person...
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Other Observations & Comments
Qualifacts has not changed any of Credible's contracts. We expect that as those contracts expire,...
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Relationship
Interoperability will be really important in the future, especially for our region. We suspect...
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Service and Support
We have really old task tickets for stupid, simple things, and those tickets are still open. We know...
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Interfacing and Integration
The product does what we need it to do right now, but if nothing changes, our satisfaction will go...
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Relationship
The vendor needs to work on some things with their company image. When the vendor does a...
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Relationship
We have seen an increase in communication since Credible and Qualifacts merged, or I have noticed...
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Other Observations & Comments
Our state has a rather antiquated system for reporting, and sometimes it is hard for Credible to...
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Interfacing and Integration
The biggest thing from Credible that we are waiting for right now that is on their current road map...
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Service and Support
As soon as I submit a task ticket with Credible’s support, I get a response immediately. The vendor...
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Other Observations & Comments
There is a bit of a learning curve for us in terms of Credible’s merger with Qualifacts because...
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Relationship
I am not sure what Credible promised us contractually when they started or when we made the decision...
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Future Outlook
Credible has a training library, which is accessible, but it is somewhat outdated and needs to be...
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Functionality and Upgrades
I would tell someone looking into Credible's system that the best part about it is that it is a full...
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Relationship
Credible has merged, and they are now part of Qualifacts. Even though that is a little scary, the...
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Functionality and Upgrades
Credible is always updating the software, and they do a good job of letting us know what is going...
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Implementation and Training
Credible offers plenty of different trainings. The vendor also puts all of their trainings in their...
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Technology
Credible does a good job of keeping up-to-date with all the current things that are going on.
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Other Observations & Comments
For someone who has used the system for a while, it is wonderful. For new users, there is so much...
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Functionality and Upgrades
When Credible doesn't vet their weekly updates very well, the system is super glitchy. Sometimes we...
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Relationship
The vendor's ongoing training is the webinars, and we do them if we have time. A lot of our training...
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Relationship
We are trying to get different modules added to the system, and we are having a really hard time...
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Relationship
The company has changed hands since we decided on them. Since the merger with Qualifacts, things...
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Functionality and Upgrades
The day-to-day usage of the system isn't bad. The system is the most user-friendly EHR I have ever used....
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Technology
We have been in discussions about changes that should have been done in the system, such as adding...
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Service and Support
The quality of support depends on the issue. For the most part, our tickets get resolved fairly...
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Functionality and Upgrades
Credible indicated that they were planning to make changes to the system that had been needed for a...
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Sales and Contracting
Credible changed their pricing model to be more inclusive. Prior to that change, the vendor had...
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Functionality and Upgrades
Every time Credible has upgraded the product, something has gone wrong. We will catch issues before...
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Functionality and Upgrades
Credible's system is relatively easy. We have users that have difficulty, but that has more to do...
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Technology
Credible absolutely delivers new technology that meets our needs. The vendor definitely has a...
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Service and Support
We use the web task ticket option with Credible, and we love that. The vendor's support team is...
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Service and Support
The vendor’s proactivity has improved significantly since their partnership with Qualifacts began....
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Service and Support
The people that we normally get ahold of from Credible put in the effort to communicate with us,...
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Functionality and Upgrades
Credible is very aware of outcomes and statements, and they are helpful with things, but there is...
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Functionality and Upgrades
The system needs an update, and the vendor could make some improvements to it. One of our wish-list...
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Functionality and Upgrades
The solution is easy to set up and use. We can click in two or three different places in the...
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Implementation and Training
Credible provides training. They send out training for each month, and we have a learning management...
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Functionality and Upgrades
The Credible software serves the purpose we use it for. There are definitely some really good things...
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Functionality and Upgrades
Some of the challenges with the solution have to do with some of the medication and EMR functions....
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Service and Support
Credible’s on-demand, live help team is about 90% unhelpful. The people don’t have the depth of...
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Functionality and Upgrades
Credible recently merged with another vendor. There are still kinks being worked out, but the vendor...
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Functionality and Upgrades
We have the opportunity to create our own reports in the Credible software, but that is also one of...
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Functionality and Upgrades
The Credible software’s scheduler is a little clunky, and that is something we have talked about...
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Implementation and Training
Overall, Credible does a nice job with training; they have an LMS site with all of the training...
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Functionality and Upgrades
The product works pretty well for us. We have a lot more transparency around and access to our data,...
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Relationship
One of our biggest requests of Credible is better communication. Communication doesn’t always...
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Relationship
Our EHR provider is one of our key partners. We continue to work with Credible and build things with...
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Service and Support
Credible’s service has been very good. When we have a situation, we don’t always get all of the...
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Interfacing and Integration
I am always interested in the next things. I would like to see deeper analytics profiles and...
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Relationship
We have contracted with Credible on special projects and spelled out our expectations of what...
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Relationship
Credible does a pretty good job of telling us whether there are problems and letting us know when...
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Implementation and Training
Credible’s ongoing trainings are still very much targeting new users or people who haven’t used the...
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Other Observations & Comments
Since Credible became part of Qualifacts, things haven’t gone well, and we feel like Credible is an...
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Win/Loss - Why they were selected (by current clients)
We chose Credible’s product because it is very user friendly. It is simple enough for our staff...
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Implementation and Training
Credible offers a variety of training, and that is nice. They have several training sessions every...
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Functionality and Upgrades
Credible has been having problems with their upgrades. Every time they do an upgrade, they try to...
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Service and Support
Credible’s support people used to respond much more promptly. They used to respond immediately when...
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Service and Support
When we were working with only Credible, we had contact with C-suite executives. We could talk to...
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Functionality and Upgrades
The editing mode we use when we are creating service forms in Credible's system sometimes breaks,...
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Functionality and Upgrades
When we first started using the software, I would get a lot of complaints from providers that the...
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ROI / Cost
We bought another system that goes with Credible's system in order to create more outcomes for our...
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Interfacing and Integration
We want greater back-end training in the Credible system for people who are administrators. There is...
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Relationship
I cannot get people at Credible to talk about the problems we see or our recommended solutions. Our...
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Implementation and Training
Credible’s implementation services have improved from what they were several years ago. We have...
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Functionality and Upgrades
Credible does not drive outcomes. We get our outcome measures because we extract the granular level...
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Service and Support
The support has not been great. Credible has structured their support team with first-level folks,...
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Functionality and Upgrades
I have not implemented much new technology in the Credible system for several years because most of...
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Other Observations & Comments
While we did have support from Credible during the implementation, we had to hire an outside company...
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Implementation and Training
I really like that Credible has a lot of different training opportunities for the back-end aspect of...
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Service and Support
One thing that drives me a little crazy is when Credible implements upgrades or changes to the...
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Service and Support
Credible is really good at tech support. They are also very quick and are always looking out to see...
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ROI / Cost
Credible definitely charges for every little thing. I looked at my recent invoice, and jiminy, they...
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Implementation and Training
When the vendor releases a new product or upgrade, they won’t send out notes ahead of time. We don’t...
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Functionality and Upgrades
The product is not friendly for medical providers. The normal end users are a little happier, but...
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Service and Support
The vendor has been slow on the uptake with billing. That has been atrocious.
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Functionality and Upgrades
The product’s robust reporting functionality and the business intelligence tool have been very...
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Functionality and Upgrades
The biggest pain point in the product is with the scheduler. When we went live, we believed the...
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Technology
The product has checked some boxes that we have needed to check. The product's biggest advantage is...
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Sales and Contracting
Credible advertised that their product had a certain functionality, but that functionality was not...
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Functionality and Upgrades
The system is fairly easy and straightforward to maintain. It is not a very complicated system. It...
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Service and Support
Credible has a really good user community, which is invaluable. Software companies produce software,...
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Interfacing and Integration
We want to have better interoperability with other agencies and stakeholders. Credible advertises...
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Functionality and Upgrades
One thing I don't like about the system is that it requires a lot of knowledge from end users with...
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Functionality and Upgrades
When we first selected the product, we were told that it could do residential private-pay billing...
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ROI / Cost
There are some things that we would love to have in the system, but we can't afford those things. We...
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Relationship
Credible is slow to respond to some of the promises they make, so that is one struggle we have....
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Interfacing and Integration
We are being required by our state to use different software for our call centers because the 988...
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Service and Support
We have been with Credible for a long time, and nobody has ever contacted us to do an analysis of...
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Functionality and Upgrades
A lot of what Credible's system does is not in our arena, so we have had to really tailor the system...
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Future Outlook
Without having a lot of experience in other EHRs, I can’t say how Credible's system compares to...
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Implementation and Training
Credible has a knowledge base and a learning management system that we can use for training. Those...
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Relationship
Credible is pretty good at proactive service. They had an upgrade to their system recently, and they...
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Other Observations & Comments
We want Credible to grow with us and be able to handle all of the new requirements that are coming...
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ROI / Cost
We got a really sweet deal on Credible's system, and the vendor has pretty much honored that pricing...
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Win/Loss - Why they were selected (by current clients)
I have done a lot of referrals for Credible over the years. Our staff really likes the Credible...
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Service and Support
Credible mostly keeps their promises. We have been asking for some features for a while that they...
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Functionality and Upgrades
Credible's portal leaves a lot to be desired. It needs a complete overhaul.
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Future Outlook
We look forward to the upgrades that Credible is making to their reporting environment. Those...
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Service and Support
Credible's people strive very hard, and they are very attentive to their clients. Their customer...
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Functionality and Upgrades
The product is very straightforward, but our doctors say that it requires too many clicks. The...
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Functionality and Upgrades
If another organization were looking for a good behavioral health product, I would strongly suggest...
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Functionality and Upgrades
It is difficult for us to mimic the way that we work with the system's client application. The...
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Other Observations & Comments
I hope that Credible will get their road map together and improve the system's portal and interoperability....
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Other Observations & Comments
Credible's system is designed for behavioral health. The system can support other modules, but...
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Interfacing and Integration
Credible could improve the system's interoperability. The system has a pretty decent API, but that...
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Technology
Credible Behavioral Health Enterprise Software is a reliable product. We don't have a lot of outages...
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ROI / Cost
We have not seen a lot of additional price increases, and that is nice. We just have to make sure...
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Relationship
We can get outcomes from the system and use it for our reporting, but Credible doesn't provide us...
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Functionality and Upgrades
Credible is always making changes and adding things. The problem with the changes is that they...
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Service and Support
We can put in task tickets for support, and the dashboard chat is helpful when the staff is asking...
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Service and Support
A question-mark icon in the corner takes us to the library information where we can investigate...
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Relationship
Things with Credible have been pretty good, and their customer service has been fantastic. But as...
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Functionality and Upgrades
I love the Credible platform in that it has a lot of customization on the user end instead of just templates....
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Future Outlook
If I were making the decision again, I would be on the fence about purchasing the Credible platform....
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Relationship
There was a project we did with Credible at one point that caused a lot of frustration, but that was...
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Service and Support
Oftentimes, Credible’s customers will have recommendations for better functionality or features....
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Interfacing and Integration
In terms of integration, Credible is behind when it comes to physical health platforms, compliance,...
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Functionality and Upgrades
We have to have good IT staff, good analysts, and good code writers to utilize some of Credible’s...
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Relationship
I hope my overall satisfaction with Credible is better in 12 months, but they just had a big merger...
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Implementation and Training
When Credible did the implementation, they had best-practice forms, and it was great to have those...
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Functionality and Upgrades
When I am building forms or testing reports, I have to do those things in the live system. I can't...
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Interfacing and Integration
The vendor isn't very fluid in helping us meet our integration goals, but they do expose their data...
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Functionality and Upgrades
Our users do quite well with the system. There is quite a bit of clicking, more than with other...
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