Home Forums Discussions General Discussion Updox Video Chat

I'm going to take this out of the ShoutChat Box for easier discussion. We started using the Updox Video Chat last week and it worked well, but as we've rolled it out to more patients, we're having issues with it. Specifically, patients click on the link to join the chat, and instead they receive an error message that it isn't supported by their browser. It's difficult to troubleshoot because I can't see their phone and I don't know what the actual problem is. Updox support is MIA at the moment, and I suspect they're swamped. Just curious if anyone else is hearing about this message and how they're able to work around it. Thanks. Hope everyone's staying safe out there.

Have not had that issue. Did have to convert a couple video visits to tele due to sound issues (patient could not hear me).
Generally chat is done through Safari. When there is an issue, you might want to check to be sure that is where their link is taking them.

We just had an issue with an Android issue, make sure Chrome browser is the default and current.
1. tap play store
2. Expand vertical side menu in Play Store
3. Tap on my Apps & games
4. Tap on Update to view pending updates
5. Find google chrome in the list

if chrome is not listed there it means it is up to date

I have that same issue with testing the Updox Video Chat. I used my staff as well as my wife to test before using it with patients. For 2 phones it connected seamlessly with just clicking on the link. For 2 phones it came up as 'browser not supported". Even with me looking at their phone, adding Chrome and resending I was not able to correct the connection problem. This will definitely be a problem with patients. I need it to be seamless or have an easy fix.
Not liking this.

Theo, I noticed on another thread you prefer the desktop version and not the cloud version of Updox. It is my understanding that the secure video chat and secure texts can only be used in the cloud version of Updox, that is why my nurse and I both transitioned to the cloud version of Updox in 3/2019. If I recall the secure text feature would not work on the desktop, I was bummed at the time because I liked the desktop version but have adapted the cloud version.

We strongly prefer the desktop version to the browser version... we just find it to be much more functional.
Unfortunately the video chat only works on the browser version. Fortunately you can keep both open at the same time; I use the browser tab exclusively for chatting and the rest of my work on the other version.

This is exactly the problem. We have been able to connect with a couple of people via Facetime, but for others with this issue we just do a telephone visit. Unfortunately not all insurers are covering those, but since other medical conditions don't magically disappear during a pandemic, we're doing the best we can.

Heard from Updox and they said the development team made some changes last night which should help alleviate the "chat not supported" issue, and we should expect to notice the occurrence of that issue is decreasing. Fingers crossed.

Jimmie, I do what Jon does. Keep both versions open and do video only with the online version. Everything else is desktop even though Updox support told me the desktop version was "outdated".

Thanks Theo, but I have gotten use to the cloud version now, I like being able to scroll over documents without clicking but I will let my nurse know.

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.

Thanks for presenting the alternative, John. Are you still using Updox for document management?

Yes, I still think that Updox does a great job on handling documents, mark up and imports into Amazing Charts, and I also use their patient portal and free texts.

[quote= ]Unlike our favorite EMR, customer/tech support is connected by text 24/7 and generally responds in minutes[quote/] Which EMR is that?

In the past, we have always talked about how the ACUB was the best part of AC. Users helping users. Users commiserating with users. Just an incredible resource. Not to mention you get 24/7 access to me. J/K

I would argue that this thread on the new ACUF has been and will continue to be not only the longest but the most helpful and inspiring thread ever. I won't lie. Coronavirus scares me. It scares my staff and my patients. This thread is what everyone out there in AC land who follow the forum is all about.

Thank you.

Hear! Hear!

I told my nurse we are practicing the future right now, I have been wanting to do this for at least a year and finally did it. We saw on secure video chat a patient who had been released from the hospital/TCU and with the help of home health nurse did a f/u visit, weight, vitals, hands on with the nurse and talked to patient, nurse and patient's spouse. The secure video chat is absolutely made for this type of visit, everybody happy. Plan on another f/u visit in 3-4 weeks when visiting nurse there again.

Can you bill an appointment same day a VNA did an appointment?

I will find out, I think so, and when I fill out the home health certification paperwork it will be a different day so I think I will be ok.

or get your bill in first and use a different Dx

Koby, yes for sure.

8 secure video chats, 3 attempted but telephone consults instead, so 11 virtual visits today and learning as we go. Trouble shooting information from the Updox website has been very helpful, and I will include the link. Reading and following recommendations saves a lot of time.

https://help.myupdox.com/help/video-chat-devices-browsers-and-troubleshooting

The note at the very bottom is very important, don't talk to the patient on their smart phone while trying to do the secure video chat.

One of my first video chats mobile to mobile, and Siri started talking. Actually good...had better advice for the patient than I did.

I bet she recommended going gluten-free and taking probiotics. Regardless of the chief complaint.

Naw, I think Siri likes GI doctors.