“Limited customization holds it back”

Pros

One feature I do appreciate is the ability to pull tables for data tracking. That said, it would be much more useful if those tables could include more detailed information such as date/time stamps and usernames. Having that level of detail would make it easier to track actions accurately and improve workflow efficiency.

Cons

After using it for about 7 months, the lack of flexibility around customization has been really frustrating especially with field names. Not being able to rename fields or add new ones is a big limitation. In our practice, we've ended up repurposing fields we don't even otherwise use just to capture basic patient information. For instance, we've had to use existing fields to track patient status, sub-status, review flags and referral dates. It works as a workaround but it's far from ideal and really highlights the system's limitations. It would make a big difference if it allowed users to create their own fields or adjust the current ones to better match how their practice operates.

“too many invoicing limits”

Pros

Automatic claim creation has been a big help because it cuts down the time between providing therapy and getting reimbursed. It's also really convenient being able to email or fax directly from the system to another provider.

Cons

It would be much more practical if patient appointments could be printed straight from the chart without having to run a report through Insights first. There's also no way to filter paid versus unpaid invoices which makes invoice printing incredibly tedious. Because of that, I've had to merge all paid invoices for a single patient into one invoice just to avoid digging through thousands of invoices every billing cycle. Even after two years of using Fusion and combining paid invoices, I still have more than 3,500 invoices sitting there. On top of that I have to manually select every invoice I want to print and I can only do it in batches since Fusion can't generate a download that large all at once. For a clinic our size, around 1,000 active patients and more than 55 therapists, I really don't think Fusion is the best fit. The suggestion feature doesn't seem to add any real value and some updates feel random and not especially useful. A lot of those updates also come with extra fees which is frustrating. There's no option to send reminders for past-due balances either.

“Simple claim submission”

Pros

One thing I like most about it is that submitting claims is very simple.

Cons

There aren't enough billing options especially when it comes to detailed credit card information. Some families prefer having more than one payment method on their account and it's difficult to keep track of which one to charge when there's no way to add notes next to the payment line.

“Helpful reminders and alerts”

Pros

The reminders are really helpful and entering daily notes is simple. Dot phrases save time and the pop-up alerts for cancellations and check-ins are useful because they show up right away on the screen.

Cons

One thing that gets frustrating is having to change the password so often since that makes it harder to keep track of. It would also be nice to have birthday alerts when a child has an appointment that week or on the actual day, maybe with something like a balloon icon next to the appointment.

“Easy scheduling collaboration”

Pros

Fusion is very user friendly and efficient to work in. Collaborating with others on scheduling and documentation is simple and works really well.

Cons

Nothing has really stood out as a downside at this point. The system is very simple to navigate and use.

“convenient templates and billing tools”

Pros

The pediatric assessment templates are really useful and the billing integration helps keep everything connected. I also appreciate the admin insights and the document management features which make day to day work more organized.

Cons

One limitation is that patient email and text reminders can't be customized.

“all in one workflow boost”

Pros

Having everything in one place really helps, case notes, billing and the rest of the workflow are all combined together.

Cons

Any time I need something changed or added, I have to call in for it and sometimes the update ends up being done incorrectly.

“Claims search works beautifully”

Pros

Sending claims is very simple and I appreciate how simple it is to find them and confirm they've been approved. The search feature is also really helpful because it lets me narrow things down and break up the search the way I need.

Cons

Posting payments is still pretty difficult especially when it comes to recording which payments were received from the insurance company.

“goal lists need consistency”

Pros

It does what it's supposed to do most of the time and the support team does make an effort to be helpful when issues come up.

Cons

One frustrating part is that the goals are listed in different orders depending on the form. They appear one way on the daily note and in another order on the evaluation forms which makes comparing information back and forth more difficult than it should be. On top of that some text boxes do not expand while typing so you cannot fully see what you are entering unless you click into another section first.

“simple web workflow”

Pros

Using it in a web browser is relatively simple and moving around the system feels fairly user friendly.

Cons

It only lets you carry forward information from the latest note which can be limiting. The mobile site is also harder to navigate than the desktop browser version.

“Helpful navigation and reminders”

Pros

Getting around the software is simple and the reminders are really useful.

Cons

The large number of checkboxes on the evaluation form makes it harder to complete.

“clean workflow and polished output”

Pros

Very user friendly from the start, with a learning curve that feels short and manageable. The output also looks polished and professional which makes a strong impression.

Cons

At times patients already on the caseload do not appear in search results and it is not clear why that happens.

“Poor support and weak billing”

Pros

The scheduling tools and EMR cover the basics and are about what you'd expect from this kind of software.

Cons

Customer support is basically nonexistent and the billing features are below standard. They promote a lot of capabilities but they seem stretched too thin and ultimately don't follow through.

“Recurring appointments are useful”

Pros

Having the option to schedule recurring appointments is really helpful.

Cons

Clicking a person's name or appointment on the calendar doesn't take you straight to their profile and getting to it means hovering in just the right spot. Even then, it doesn't always respond so it can take me 5 or 6 tries before it works.

“Easy to use with solid support”

Pros

Getting around Fusion is very simple and the support team has been consistently helpful overall.

Cons

At times it seems to make changes on its own.

“Helpful scheduling and color coding”

Pros

Everything works reliably. The color-coding options are useful and handling cancellations, scheduling and similar tasks feels user friendly.

Cons

The report reminders are usually sent too early or at the wrong time and adjusting when paperwork reminders go out is not very simple.

“useful patient check-in alerts”

Pros

The notifications in the bottom corner are really useful especially for seeing right away when patients check in, cancel and other status updates.

Cons

One thing that feels inconvenient is that inside a patient's profile, I can't just click directly on a file to open it. I have to click the eye icon on the right side instead which adds an extra step.

“Easy to use tool”

Pros

I find it very user friendly and it is simple to navigate.

Cons

At times switching back to the weekly schedule from the daily view can be a bit difficult.

“Clear navigation and no issues”

Pros

Its layout is simple to move through and everything feels very simple to use.

Cons

After using it for 4 years I haven't run into any issues at all.

“quick to navigate”

Pros

The layout is very user friendly and moving through patient information is simple.

Cons

Figuring out how to create a new document was a bit confusing at first.