Updox

Pros: Helps with patient communication. Reminders are decent. It integrates with practice fusion. You can eventually some day get in touch with someone to assist you if you try really hard and accommodate their schedule

Cons: Customer service and “Leadership” are fair to awful

Overall: Fair to awful. Helps with patient flow but when there is a glitch they don’t do much about it quickly. They are locking me into another year and refusing to modify my contract because I didn’t know I had to contact them 60 days before the end of the year and only contacted them several weeks before the end of the contract to make changes and apparently it auto-renews - now with services I don’t need and have not used

Pros: Claim their products are HIPAA certified. One could look on their website to see what they are offering.

Cons: Poor customer service. Overpriced products. In our opinion they border on being a sham operation.

Overall: Look elsewhere. You can find HIPAA compliant fax services elsewhere with much more reasonable pricing. Faxage comes to mind.

Pros: It provided a solution for the missing parts of the Practice Fusion poorly designed EMR that I was already using. Practice Fusion subcontracted Updox to allow users like myself to be able to modify and send appointment reminders in a more flexible manner to patients in our practice.

Cons: When the two companies developed a system that caused a malfunction with appointment reminders where patients started to receive appointment reminders to come to the office at random times, when the office was actually closed and no patient appointments were scheduled. Neither Updox nor Practice Fusion took responsibility for their system glitches and first deflected by blaming each other and then deflected the responsibility onto the consumer. They took no responsibility for the dangerous impact their system glitches had on patient care. Even after I cancelled my contracts with both companies, they continued to send "fake" appointment reminders to my patients, continuing to create chaos in my practice and taking no responsibility for solving the problem. They didn't even have the capacity to consider that they had a system glitch. They just automatically blamed my office for causing the error even though I hadn't used their system in months.

Overall: I switched to Luminello which has been amazing and what a joy to work with a company that takes full responsibility for any system glitches that may come up and solves the problem directly and keeps updated. Unfortunately, I still live in terror of Practice Fusion and Updox harassing my patients with their fake appointment reminders. I just don't know how to stop this and hope that something will eventually break and Practice Fusion-Updox system will stop sending out messages.

Pros: Easily integrates with EHR, and this is the only pro I can think of.

Cons: 1. Often does not work properly, very often.
2. Receive faxes 3 days after being sent.
3. Says "All Systems Operational" WHEN SYSTEMS ARE NOT OPERATING PROPERLY.
4. NO SUPPORT available on weekends are evenings. Medical does not sleep or take weekends off.
5. Far too expensive for the low-quality product that it is.
5.When they acknowledge problems, they do not fix.

Overall: Worked well at first, 4 years ago. But now I'm sick and tired of trying to rely on an inefficient and troublesome service, which provides no support on weekends. Sometimes faxes appear days after being sent, and sometimes I have to rely on my other fax service. Should I really need a back-up fax service for all the times that Updox is not working??? Would give zero stars if possible.

Pros: Program is able to send and receive fax, when the service is actually running. Can download messages.

Cons: Connectivity issues, poor user interface, antiquated menus.

Overall: Our company is frequently (2-3 times per month for 1-2 days at a time) unable to access our inbox or send faxes out. In a healthcare setting, this means we sometimes have to cancel urgent patient appointments because we have not received, or are not able to send out important documents. We are currently looking for an alternative that we can rely on.

Pros: Interfaces with my EHR, and appears to offer benefits, but like any thing else if support isn't available when you need it and you are paying premium prices, you expect better in healthcare.

Cons: Terrible support, no real time phone support, takes days to get any response. In health care we cant afford this level of service.
The free Tele Health service is always my fall back, and it always works.

Overall: Poor service for what they charge, my EHR company decided to go with them and I had no say, considering changing both!