After decades of increasing paperwork and shrinking hours in the day, Horizon Behavioral Health found something rare: a documentation solution that actually gives time back—and their clinicians are feeling the difference.

Serving central Virginia, including the city of Lynchburg and four surrounding counties, Horizon provides a full continuum of behavioral healthcare to more than 12,000 individuals each year, including approximately 9,000 adults and 3,000 children and adolescents. Horizon’s programs range from prevention services and outpatient therapy to case management, substance use treatment, crisis stabilization, and a women’s recovery residence.

Horizon is part of Virginia’s Assertive Community Treatment (ACT) network, a person-centered, multidisciplinary team model that delivers comprehensive, high‑intensity mental health services directly within the community. Designed to support individuals with severe and persistent mental illness, ACT focuses on recovery, rehabilitation, and community integration while helping reduce hospitalizations, homelessness, and incarceration through proactive, 24/7 support. With more than 100 therapists, 100 case managers, and additional specialized clinical teams, Horizon’s footprint (and impact) remain significant across the region.

Horizon has partnered with Qualifacts since 2015, when the organization first implemented the Credible electronic health record (EHR). This long‑standing partnership established a foundation of trust, collaboration, and shared commitment to improving care. Building on that partnership, Horizon adopted Qualifacts iQ Clinical Documentation in fall 2025 to further support clinician efficiency, quality, and sustainability.

Embedded securely within Credible, the AI‑powered, encounter‑based documentation solution supports real‑time note capture and structured content generation—allowing providers to remain fully engaged with clients while strengthening accuracy and consistency.

Challenges Before Implementing iQ Clinical Documentation

Before implementing Qualifacts iQ Clinical Documentation, Horizon’s clinicians were managing documentation amid full, fast‑paced schedules. Some clinicians did concurrent documentation and some completed notes shortly after sessions, while others documented at the end of the day or relied on handwritten notes as reminders. Combined with steadily increasing regulatory requirements, this variability made documentation feel time‑consuming and, at times, disconnected from the natural flow of clinical care.

When documentation occurred later, clinicians often needed time to collect their thoughts and recall session details—mentally retracing conversations, key moments, and clinical decisions before translating them into formal notes. While this reflected their commitment to thoughtful, accurate documentation, it also added time and effort to an already demanding workload. These experiences highlighted an opportunity for a documentation solution that could better support clinicians in real-time, align with their natural workflows, and feel like a helpful tool rather than an added task.

Implementation: Training, Mentorship & Culture Shift

As with any new technology, adoption also came with a learning curve. While some clinicians were eager to try something new, others preferred to move more gradually, starting with one or two clients as they built comfort and confidence.

“There was some discomfort with trying new technology. Some staff eased into it by starting with just a client or two, while others jumped in more quickly—sometimes not who we expected,” shared Sherri Walker‑Thacker, Senior Clinical Director of Outpatient, Case Management and Housing with Horizon Behavioral Health.

When Horizon launched Qualifacts iQ, the organization began with a pilot group that quickly became trusted Super Users. Their enthusiasm and leadership created momentum that spread throughout the organization.

What Horizon built:

• A three‑week, hands‑on training program
• Peer mentorship, pairing new Qualifacts iQ users with Super Users
• A dedicated Microsoft Teams channel for collaborative, real‑time support
• Voluntary onsite office hours led by Super User clinicians

As Barbara Huntley, Systems Analyst Developer at Horizon Behavioral Health, described, “The Qualifacts iQ training has morphed into this ameba—it’s just growing and growing. The excitement of the Super Users is lighting the fire for everyone that follows.”

Results: Time Savings, Better Workflows & Happier Clinicians

• Up to 50% faster documentation: Documentation time dropped from approximately 20 minutes to 10 minutes per note.
• A surprising early champion: “One experienced clinician, who openly shared that technology had never been her strong suit, quickly became one of the strongest early adopters of iQ Clinical Documentation,” Huntley explained. “Despite initial hesitation, she fully embraced Qualifacts iQ and quickly became one of the most engaged and consistently active users in the pilot group. Her commitment stemmed from recognizing the significant toll documentation had taken on her time, energy, and overall well-being. She is seeing firsthand the impact iQ is having on her day-to-day life and is embracing this meaningful change.”
• Clients are supportive and comfortable: Horizon clients have responded positively to clinicians using iQ during sessions. Huntley shared, “One clinician has found that her warm, personable, and highly engaged approach helps clients feel at ease with the technology.” This rapport has made clients more willing to provide consent and participate, viewing Qualifacts iQ as a natural extension of the session rather than a distraction. Huntley also noted that because the clinician remains “fully present—rather than stopping to write notes—Qualifacts iQ adds an additional layer of connection and support to the therapeutic experience,” contributing to a positive and comfortable client response.

Impact: More Time for What Matters Most—People

For leaders like Sherri Walker‑Thacker, the impact is deeply personal.

“I’ve been with Horizon Behavioral Health for 30 years, and I came here because I wanted to help people, not write notes. Paperwork keeps getting more regulated and more intense. Without tools like Qualifacts iQ, we couldn’t do this work.”

With reimbursement rates remaining flat and operational costs rising, Horizon views Qualifacts iQ Clinical Documentation as essential to remaining efficient, sustainable, and client‑centered.

Horizon’s adoption of Qualifacts iQ Clinical Documentation reflects:

• Thoughtful implementation
• Strong internal leadership
• A supportive peer culture
• Technology that truly serves clinicians

The result—more time, less stress, and a renewed focus on delivering exceptional, evidence‑based care to the community.