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A Digital Fax Addendum 2020
Updox
Author
Adam Cherrington
Author
Sam Eaquinto
In early 2020, KLAS published our first look at digital fax solutions. That report examined satisfaction feedback from the most advanced users of four digital fax solutions. Data for several other vendors, including Updox, was too limited to be shared at that time. However, additional advanced Updox customers have since been interviewed, and this addendum examines their customer experience.
Measuring What Is Possible: Digital Fax Maturity Framework
Major interoperability challenges could be eliminated if patient records, images, and medication orders could be faxed digitally from one EMR and then extracted and incorporated discretely into the (different) EMR of the receiving organization. The technology to do this sort of EMR-to-EMR transfer exists and in some cases is being used, but it is not universal. The ideal of data flowing from one system to another seamlessly, discretely, and securely is possible.
The chart below—from the earlier report—outlines a maturity framework KLAS created to help describe the current state of digital faxing. It shows where measured vendors’ most advanced interviewed customers are on a spectrum from least to most advanced. While Updox has been added to the framework, data for the other vendors has not been changed. For more on the performance of other digital fax vendors, the best practices recommended by successful organizations, and potential benefits of the technology, see the full report.
Updox Overview
KLAS spoke with six of Updox’s most advanced digital faxing clients. All respondents are able to use system metrics to monitor the product’s usage and performance. Most have also established EMR integration so that they can send digital faxes within the EMR workflow. Several have also achieved bidirectional integration. Updox does not currently offer functionality that would allow customers to reach Level 4 in the maturity framework (Discrete Inbound Data).
Customer Experience Details
Updox customers are similar to interviewed customers of other vendors in that they don’t think faxing will ever truly be eliminated in healthcare. Some would like to have direct messaging within EMRs, but they don’t see it happening anytime soon, if ever, since some users still prefer paper faxes.
Designer
Madison Moniz
Project Manager
Joshua Jensen
This material is copyrighted. Any organization gaining unauthorized access to this report will be liable to compensate KLAS for the full retail price. Please see the KLAS DATA USE POLICY for information regarding use of this report. © 2024 KLAS Research, LLC. All Rights Reserved. NOTE: Performance scores may change significantly when including newly interviewed provider organizations, especially when added to a smaller sample size like in emerging markets with a small number of live clients. The findings presented are not meant to be conclusive data for an entire client base.