I looked at UpDox for secure text/audio/video, but I anticipated the problems that all of you are having now, given my experience with UpDox for several years. They are rolling out their interface quickly, too many new users. Also, my UpDox generally slows down or fails a few times a week. Also no functional mobile phone app.
After looking around the Internet and reading reviews (well before COVID-19), I started using
Medici, and I have been very happy with it for the last 2-3 months. It has an iPhone, Android and Web app, and allows texting, audio and video calls. It has a free version, but the paid version with all the features is $125/mo, with a 3 month initial commitment, then month to month. The list price is $149, but they are discounting now for new signups.
The patient downloads the Medici app on their cell phone; you can text them with the invitation/app store link to start the process if they are non-techies. If you are willing to upload names and telephone numbers to Medici as an Excel spreadsheet (I just ran a report in AC), all of your patients get a text saying that you are now connecting by telemedicine and a link to the Medici mobile app.
You can also Eprescribe within the app (paid version). You & the patient can upload/download files to each other, and Medici provides you an upload area to keep frequently used files.
Unlike our favorite EMR, customer/tech support is connected by text 24/7 and generally responds in minutes.
You can set up the app to require the patient to enter a credit card number & charge the patient after the teleconsult is done, or not charge, your choice. Medici charges you about $1-2 per paid consult, nothing if no charge to patient.
Medici allows you to be signed on the Web app at the same time as the phone app, so your staff can monitor & respond to incoming texts when you are busy. Only the "Medici doc" app can initiate an audio or video call, the patient can start the call only by text. You can turn off the app and text-ers get a message that you are not available.
After finishing the consult, Medici saves a log of the consult, which you & the patient can download. Medici assists patients in sending the charge to their insurance company, including ICD 10 coding and E/M levels. Or you can charge them nothing (which is what I do), and file the 99213-99215 in your office.
Just a satisfied customer, YMMV.
