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Updox Telehealth Commentary
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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
||
(0)
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Manager

Product

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

Apr 2023
||
(0)
 Thank you  Helpful

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An immediate necessity during the pandemic, telehealth has become a common strategy for delivering convenient healthcare, connecting more quickly with specialists, working with interpreters, and more. As organizations settle into their go-forward strategies, top of mind are use-case expansion, tech-stack consolidation, and integration. There are many options for delivering telehealth, including virtual care platforms, video conferencing solutions (healthcare-focused and cross-industry), and EMR-based tools. This report focuses on market trends across the solution options and examines the factors driving purchase decisions and replacements.
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At the onset of the pandemic, telehealth solutions became critical for healthcare organizations to maintain appointments, offer safe care, and increase patients’ access to care. Now, with many patients still wanting to use telehealth (see recently published report on the patient perspective ), provider organizations are at a crossroads as they evaluate telehealth’s value and long-term use, especially if the US government’s emergency telehealth use policy isn’t renewed past summer 2022. This report examines how well vendors facilitate a quality customer experience and what outcomes customers have achieved, particularly as they have overseen patients’ involvement with the technology (i.e., accommodating patients’ differing devices, connection bandwidths, and levels of digital literacy). Vendors are divided into two groups based on the type of technology they offer: virtual care platforms and video conferencing solutions.
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Patient Perspectives on Patient Engagement Technology 2022
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The pandemic has emphasized the need for healthcare organizations to better accommodate patients’ needs and decrease barriers to effective care. However, patients are frequently absent from discussions around healthcare information technology (HIT). In KLAS’ previous report on the patient perspective , we discovered a lack of alignment between patients’ engagement technology priorities and those of provider organizations and vendors. Since then, KLAS has sought to gain a deeper understanding of what is needed from vendors and providers to drive greater alignment with patients. This report seeks to highlight the patient voice and is one of many KLAS initiatives aimed at more deeply understanding and measuring the patient perspective on HIT.



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