Updox Telehealth Commentary
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Schafer Jackson
Research Director
KLAS Research Director - Schafer Jackson
 
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User Commentary

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Analyst/Coordinator

Relationship, Product

Sometimes, it is a little hard to troubleshoot the issues we have with Updox Telehealth because we...

Feb 2024
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Analyst/Coordinator

Relationship, Operations

When Updox comes out with new features, they send us an email about the new features, but they could...

Feb 2024
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Analyst/Coordinator

Relationship, Operations

Updox is really good at implementing the things we ask them to, and they do that pretty quickly....

Feb 2024
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Analyst/Coordinator

Product

Updox Telehealth is a very simple system. All of its buttons are self-explanatory, and it isn't...

Feb 2024
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VP/Other Executive

Product

Updox’s charges are all in one. Updox never gets on the phone, but then again, we don’t really need...

Feb 2024
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Manager

Relationship, Product

I never hear about complaints or issues with Updox Telehealth. It is working well for us. It is kind...

Feb 2024
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Manager

Product, Value

The product works very well and keeps patients from having to come into the office. It is a great...

Feb 2024
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Manager

Operations

Our training with Updox Telehealth was great. The system is seamless, intuitive, and easy to use.

Feb 2024
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Manager

Relationship

I use Updox’s chat feature if I have questions or issues, and the vendor is very responsive. I can...

Feb 2024
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Manager

Value

I would tell a friend looking at Updox Telehealth about the cost because it is expensive. There are...

Feb 2024
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Manager

Operations, Product

Updox Telehealth was really easy to set up. For meetings, we just click a button and send a link to...

Dec 2023
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Manager

Relationship

Updox’s support team is friendly. They assisted us with the setup when we had a bit of a challenge...

Dec 2023
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Manager

Product

We would recommend Updox Telehealth because of the ease of the setup process and the ease of use for...

Dec 2023
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Manager

Operations

Updox’s pricing is good. They did really well with the implementation. And Updox’s support team does...

Oct 2023
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Manager

Product

We have to manually integrate everything into our system. If we are using the telehealth system, the...

Oct 2023
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Manager

Product

Updox needs to upgrade. They are behind the times. Updox Telehealth is just redundant. It has...

Oct 2023
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Manager

Loyalty

Updox’s services stink. Updox Telehealth does not have a very good flow process for healthcare....

Oct 2023
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Manager

Relationship, Operations

I am not going to recommend Updox to anybody. We can't get in touch with Updox. They say they are...

Oct 2023
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Manager

Product

I like the ease of the product. We hardly have problems with it. The patients really like the ease...

Oct 2023
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Manager

Operations

The doctors use Updox Telehealth. They know how to get on. Everything is all shortcutted, so the...

Oct 2023
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Manager

Product, Value

Updox Telehealth meets my needs. The product quality is sufficient, and it serves my purpose. Updox...

Oct 2023
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Manager

Relationship, Value

I have not heard from Updox very much, except to pay the bill. I had to call them once because I was...

Oct 2023
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Manager

Loyalty

I would prefer it if Updox Telehealth were further integrated into my system. One of the reasons I...

Oct 2023
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Physician

Relationship

Updox Telehealth works pretty well. It does what it is supposed to do. I called Updox once, and the...

Aug 2023
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Physician

Operations

I haven't seen any training at all from Updox. I would love Updox to tell me about and show me other...

Aug 2023
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Physician

Loyalty, Relationship, Product

I don't see where Updox is doing anything to come up with something that they are not doing right...

Aug 2023
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Manager

Loyalty, Product

Now that we are in person, I don't think we are using Updox Telehealth for telehealth services as...

Aug 2023
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Manager

Product, Value

For people that don't have transportation, having the opportunity to still be able to have a medical...

Aug 2023
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Manager

Value

I would buy Updox Telehealth for what we do here at our practice and for the cost-effectiveness and...

Aug 2023
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Manager

Relationship

Updox has good customer service and phone support. The representative that helps us tells us what is...

Aug 2023
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Manager

Operations

There wasn't an implementation process with Updox. There was no service where the vendor told us how...

Aug 2023
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Manager

Relationship

I think there could be a little more work in terms of someone checking in on us and asking whether...

Aug 2023
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Manager

Relationship, Value

We have come across some challenges where our subscription is kind of costly. We have asked Updox to...

Aug 2023
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Analyst/Coordinator

Relationship

I don't have to get telephone or web support for Updox Telehealth. Updox takes care of everything themselves....

Jul 2023
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Analyst/Coordinator

Product

Updox Telehealth works wonders. It is fabulous.

Jul 2023
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Analyst/Coordinator

Product

We were able to move all our information from our EHR to Updox Telehealth without any real issues.

Jul 2023
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Manager

Value

Updox wants me to get some of their other offerings and they are going to charge me extra for that....

Jul 2023
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Manager

Operations

The vendor trained me really well, but I could have used more training. Sometimes, I don't feel like...

Jul 2023
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Manager

Relationship

Sometimes I have a problem or two with the product, but if I need to call the vendor's support, they...

Jul 2023
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Manager

Relationship

The vendor's people aren't completely empowered. Sometimes, I have to go to someone up the chain to...

Jul 2023
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Manager

Loyalty, Value

Our previous vendor has some problems with reception and things like that, so we switched to Updox's...

Jul 2023
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Manager

Relationship

I used to be able to wait for Updox's support people as long as I wanted, but then Updox made a...

Jul 2023
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CEO/President

Product, Value

Our experience with Updox Telehealth has been pretty positive. I haven't had too many glitches, and...

Jul 2023
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CEO/President

Operations

There hasn't really been any need for training. But I am sure that if I reached out to the vendor...

Jul 2023
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CEO/President

Relationship

If another customer needed something from Updox, I would tell the customer to set up a consultation....

Jul 2023
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CEO/President

Product

Patients like that we can do telehealth. I used a different vendor’s telehealth product during the...

Jul 2023
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Director

Product

It would be nice for the system to have an automated feature where the link for people to sign on...

Jul 2023
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Director

Relationship

My rating for the vendor's support would increase if someone were able to tell me how to fix the...

Jul 2023
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Director

Product

If I were to talk to someone about the system, the first thing I would ask would be whether they had...

Jul 2023
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Director

Product

The system's basic services are quite good. Updox Telehealth is convenient. If I have a child who is...

Jul 2023
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Physician

Relationship, Operations

The vendor's communication and support are the worst that I have ever experienced with a company....

Jul 2023
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Physician

Loyalty, Value

We are unhappy with Updox Telehealth, and we have already implemented another telehealth solution. I...

Jul 2023
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Manager

Loyalty, Value

I would like to review other vendors' systems before choosing this product again, but I wouldn't be...

Jul 2023
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Manager

Relationship

Updox previously had support people that we could call. Now, their support is a web tool that takes...

Jul 2023
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Manager

Operations, Product

The vendor has done a lot better at making it easier for patients to connect their webcams and...

Jul 2023
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Relationship

The vendor's online chat line is really frustrating. Fortunately, the vendor has added some humans...

Jul 2023
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Product

With Updox, I like being able to send notes to my patients in an email that is not my office email....

Jul 2023
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Product

We don't need the system to change every few months. I know that there are other people who must...

Jul 2023
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Loyalty, Product

Recently, none of my things will automatically be deleted in the system the way they were before. I...

Jul 2023
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(0)
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Product

When the system's virtual visits can't work, that messes up everything. A good number of our virtual...

Jul 2023
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Director

Product

Sometimes, the browser things that the system does are problematic. If patients turn off or disable...

Jun 2023
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Director

Loyalty, Product

Under the conditions of the pandemic, Updox Telehealth was the right choice. It was easy for us to...

Jun 2023
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Director

Relationship, Operations, Product

We have had very few interactions with the vendor after the system's initial setup. I don't know of...

Jun 2023
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Director

Product

I recommend the product because it is simple. The vendor is able to get people up and running on the...

Jun 2023
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Director

Value

Updox Telehealth works well, and it is pretty simple. Our patients and clinicians tend to like it....

Jun 2023
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Physician

Product

Sometimes there are some connectivity issues, and I either don't get audio or don't get a video with...

May 2023
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Physician

Product

In one instance with a multiparty call, the others joining the call couldn't get onto the video...

May 2023
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Physician

Value

The prices keep ticking upward. Updox Telehealth is a cost to our practice in an ever-shrinking...

May 2023
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Physician

Relationship, Operations

We learn as we go with Updox Telehealth, but Updox has a chat feature, and when I used it, the...

May 2023
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Physician

Loyalty, Product

The fact that I am able to utilize the product and that we were able to switch to it when we needed...

May 2023
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Physician

Relationship

If I am struggling, I use web support and web tutorials. Updox’s online user guide has been what I...

May 2023
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Physician

Product, Value

I don't think Updox Telehealth is a terribly expensive product. We don't do many visits, but we also...

May 2023
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Physician

Product

The product was down for a couple of hours on a weekend, so I couldn't send a message to a patient....

May 2023
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(0)
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Physician

Loyalty, Relationship

We started using Updox Telehealth because we needed a telehealth video platform to provide...

May 2023
||
(0)
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Physician

Product

I would purchase the product again because of the ease of use for both the clinician and the end...

May 2023
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(0)
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Physician

Product

We don't integrate Updox Telehealth with our EMR, but we know that the integration is available. We...

May 2023
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(0)
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Physician

Product

For texting and sending links, Updox Telehealth gets persnickety sometimes about the formatting of...

May 2023
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Physician

Culture

Updox Telehealth works so well that we don't actually have that much interaction back with Updox....

May 2023
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Director

Relationship

Our organization would not buy the Updox telehealth solution again because the vendor doesn’t offer...

May 2023
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(0)
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Director

Relationship

Our service representative has been amazing. They are very proactive in communicating with me; I...

May 2023
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Director

Relationship

Historically, Updox has not kept their promises. We have asked for several product improvements. We...

May 2023
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Director

Culture, Value

We are under an old contract with Updox that we will never get rid of. They have started to charge...

May 2023
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Director

Relationship, Operations

One of the things that I don't like about Updox is that they don't employ anybody that has worked in...

May 2023
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Manager

Product

Updox Telehealth is very simple and very nice. Our providers like it, and I don’t hear complaints...

May 2023
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(0)
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Manager

Product

We have a problem with Updox Telehealth transferring from one provider to another. For example,...

May 2023
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Manager

Relationship

There was a time when Updox Telehealth was disconnecting very often, but Updox has done a pretty...

May 2023
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Manager

Product

I would like to see more integration between Updox Telehealth and our EHR.

May 2023
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Manager

Relationship, Operations

The product is client driven, so we have to seek out the training ourselves. I would like more...

Apr 2023
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(0)
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Manager

Product

I don't see Updox making constant strides to add additional things at all.

Apr 2023
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(0)
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Manager

Culture

When Updox’s salespeople are talking about the contracts, they need to be clearer and more up front...

Apr 2023
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Manager

Loyalty

Unfortunately, Updox Telehealth isn’t part of our long-term plans. That isn’t because of the...

Apr 2023
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Manager

Operations

Because we were using Updox Telehealth before with our other medical group, we didn’t receive any...

Apr 2023
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Manager

Product, Value

We always have a few patients that live in really rural areas and don’t have a great internet...

Apr 2023
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(0)
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Manager

Product

Updox Telehealth is a good product and is fairly simple to use. It is simple to set up the waiting...

Apr 2023
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(0)
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Manager

Operations

We were going to go paperless with our forms, but we were never able to implement that with Updox. I...

Apr 2023
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Manager

Value, Value

Updox Telehealth is expensive. We added a certain feature that cost us extra per month, and it...

Apr 2023
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(0)
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Manager

Relationship

Updox has exceeded our expectations and has done well. One thing that stands out about Updox is...

Mar 2023
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(0)
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Manager

Operations, Product

We easily and quickly implemented Updox Telehealth even though we had never used a telehealth...

Mar 2023
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(0)
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Manager

Operations

Our other vendors for other applications do trainings once a month, and there is a lot of feedback....

Mar 2023
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(0)
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Manager

Product

The product has been reliable, but I would love more integration so that I don't have to use other...

Mar 2023
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(0)
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CEO/President

Relationship

The vendor got rid of their phone support, so now all their support is done by chat, and that is not...

Mar 2023
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(0)
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CEO/President

Operations, Product

The vendor needs an instant messaging solution with the product. That would help us get users live....

Mar 2023
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(0)
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Manager

Product

Updox Telehealth doesn't integrate with our new EHR system, and that is a bummer. Because of that,...

Mar 2023
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(0)
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Manager

Relationship, Product

Updox Telehealth is a simple product for me, but for some of our other end users, it is confusing....

Mar 2023
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(0)
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Physician

Product

Updox Telehealth seems to be working well for the patients. I only have one little problem. The...

Mar 2023
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(0)
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Physician

Product, Value

Since the last update to Updox Telehealth, I have been having a hard time seeing the patients in the...

Mar 2023
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(0)
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Physician

Relationship

I have not tried to reach out to anyone at Updox, and I don't know whether I have a contact. I need...

Mar 2023
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(0)
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Physician

Operations

I wish the vendor would provide more training sessions when they update the product. The vendor may...

Mar 2023
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(0)
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Manager

Operations, Product

We didn't have any problems with implementing Updox Telehealth, and there haven't been any problems...

Mar 2023
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(0)
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Manager

Product

In terms of cons with Updox Telehealth, it doesn't capture the overall documentation, so we have to...

Mar 2023
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(0)
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Analyst/Coordinator

Relationship

Anytime we have issues with the product, we can email Updox, and they are pretty responsive and will...

Mar 2023
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(0)
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Analyst/Coordinator

Product

The biggest issues we see with Updox Telehealth are more on the patient side than on the provider...

Mar 2023
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(0)
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CEO/President

Product

Updox has changed and improved a lot since they started with the telehealth piece. I was a little...

Mar 2023
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(0)
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CEO/President

Product

The impact of the solution on the patient experience really depends on the patient and what I am...

Mar 2023
||
(0)
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CEO/President

Loyalty, Value

Updox was selected because they were way less costly than another vendor. It was well worth the...

Mar 2023
||
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CEO/President

Relationship, Operations, Product

I click on the product, and it works, and I don't care about anything else. I don't send any...

Mar 2023
||
(0)
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CEO/President

Product

There is one piece that I would like the vendor to fix, but I haven't figured out how to even ask...

Mar 2023
||
(0)
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CEO/President

Operations, Product

The upgrades come out looking nice. I click on a button, and it takes me a couple of minutes to...

Mar 2023
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(0)
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CEO/President

Operations, Product

When we first got the product, it had some downtime. It was down for a little bit, so I shut it off,...

Mar 2023
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(0)
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Analyst/Coordinator

Relationship, Operations

Updox notifies us of changes and upgrades, but their communication about the changes is lacking....

Mar 2023
||
(0)
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Analyst/Coordinator

Product

Even with Updox not giving live demos, the system is pretty easy to figure out. People can click...

Mar 2023
||
(0)
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Analyst/Coordinator

Relationship

We get emails from Updox at least once a week saying that they are having performance issues and...

Mar 2023
||
(0)
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Analyst/Coordinator

Relationship

When we first started with Updox Telehealth, we asked for several things. It took Updox a little...

Mar 2023
||
(0)
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CEO/President

Product

I find Updox Telehealth very useful. I like being able to access the faxes that come in after the...

Mar 2023
||
(0)
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CEO/President

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If I call the customer service team, I speak with someone who generally will figure out what is...

Mar 2023
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