Q: How responsive is customer support, and what training is available for psychiatry-specific needs?

ICANotes is known for its exceptionally responsive customer support and specialized training tailored to psychiatric workflows. Here’s what you can expect: 24/7 live support via phone, chat, and email, so help is always available when you need it, whether it's a technical issue or a workflow question. One-on-one virtual onboarding sessions with a dedicated trainer who understands the needs of psychiatric providers, including medication management, documentation standards, and compliance requirements. Specialized training for psychiatrists and prescribers, covering topics like e-prescribing (including EPCS), initial psychiatric evaluations, treatment planning, and outcomes tracking. Extensive self-guided resources , including psychiatry-specific how-to videos, documentation guides, and compliance tips available through the ICANotes Help Center. With ICANotes, you're never on your own—our support and training are designed to help psychiatric clinicians maximize efficiency, accuracy, and confidence in their daily use of the EHR.

Question 1

What essential features should an EHR have for psychiatric practice?

Accepted Answer

An EHR designed for psychiatric practice should support both clinical and administrative needs while ensuring compliance with behavioral health regulations. Key features to look for include:

Structured and narrative note templates (e.g., SOAP, DAP, BIRP) that align with DSM-5 and ICD-10 standards.
Robust treatment planning tools that link goals, objectives, and interventions directly to progress notes.
Integrated e-prescribing, including support for controlled substances (EPCS) and medication reconciliation.
Customizable intake assessments and mental status exams tailored to psychiatric evaluations.
Outcome tracking and rating scales for measuring treatment progress over time.
Secure telepsychiatry and patient portal access to support virtual care and client engagement.
Role-based security and audit logs to protect sensitive mental health records and maintain HIPAA compliance.
Claims management and billing integration for streamlined insurance workflows, including support for complex payer requirements.

A purpose-built solution like ICANotes includes all of these features and more, helping psychiatrists reduce documentation burden, improve reimbursement, and deliver better care.

Question 2

What integration options are available with labs, e-prescribing, and telehealth tools?

Accepted Answer

ICANotes offers seamless integrations that support the core needs of psychiatric and behavioral health practices:

E-prescribing: ICANotes includes fully integrated e-prescribing through Scriptsure (on the Plus platform) and DrFirst (on the Classic platform), with support for both standard and controlled substances (EPCS). Prescribers can manage medication histories, drug-drug interactions, and formulary checks directly within the platform.
Labs: ICANotes integrates with major laboratory vendors via electronic lab ordering and result retrieval, allowing clinicians to view lab results in the patient chart and streamline diagnostic workflows.
Telehealth: ICANotes offers HIPAA-compliant telehealth functionality built directly into the system. There's no need for a third-party app—clinicians can launch secure video sessions, document encounters, and bill appropriately all in one place.

These integrations help eliminate double documentation, reduce administrative time, and support comprehensive care delivery, all while keeping everything centralized within ICANotes.

Question 3

How does the EHR handle information blocking, open notes, and delayed disclosure?

Accepted Answer

ICANotes is fully aligned with the 21st Century Cures Act requirements, including support for open notes and information blocking compliance. The platform allows clinicians to:

Designate specific clinical notes as shareable through the patient portal to meet open notes requirements.
Control the timing of disclosure, enabling delayed release of sensitive information when it is clinically justified and compliant with allowable exceptions under the law.
Restrict access to certain notes or portions of the chart based on role-based permissions and clinical judgment.

ICANotes makes it easy to document the rationale for delayed disclosure when needed, helping practices maintain compliance without compromising patient safety or therapeutic integrity. The platform’s secure, role-based access and customizable sharing settings give clinicians full control over what patients see, and when.

Question 4

How responsive is customer support, and what training is available for psychiatry-specific needs?

Accepted Answer

ICANotes is known for its exceptionally responsive customer support and specialized training tailored to psychiatric workflows. Here’s what you can expect:

24/7 live support via phone, chat, and email, so help is always available when you need it, whether it's a technical issue or a workflow question.
One-on-one virtual onboarding sessions with a dedicated trainer who understands the needs of psychiatric providers, including medication management, documentation standards, and compliance requirements.
Specialized training for psychiatrists and prescribers, covering topics like e-prescribing (including EPCS), initial psychiatric evaluations, treatment planning, and outcomes tracking.
Extensive self-guided resources, including psychiatry-specific how-to videos, documentation guides, and compliance tips available through the ICANotes Help Center.

With ICANotes, you're never on your own—our support and training are designed to help psychiatric clinicians maximize efficiency, accuracy, and confidence in their daily use of the EHR.

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