by
Paperless Productivity
We occasionally speak with healthcare orgs that are under the impression that NextGen doesn’t support RightFax (now known as OpenText Fax).
That is incorrect: NextGen integration with RightFax is supported. Many large NextGen customers already use RightFax to send and receive faxes directly into/out of their EHR.
There are three separate issues that often get blended together.
This statement needs a little more context. It’s accurate to say that NextGen support engineers don’t support RightFax. They won’t configure or troubleshoot your fax environment, nor will they diagnose fax-related network or telephony issues.
This doesn’t mean the products are incompatible. It simply means neither vendor provides technical support for the other’s products.
It came to our attention that some fax vendors have implied incompatibility between NextGen and RightFax.
There’s arguably a grain of truth: RightFax and NextGen don’t magically connect “out of the box.” The integration isn’t a trivial, one-click process. However, the leap from nontrivial to not supported reflects deep technical misunderstanding, if not misdirection.
The NextGen–RightFax integration is established, documented, and in active use at healthcare organizations across the country. We’d know, given that we personally implemented many of those solutions!
Finally, some NextGen customers have experienced frustration when their requests for RightFax help have gone unmet.
This comes down to a misunderstanding about the scope of fax issues—and sometimes the lack of a responsive, capable RightFax support partner.
Imagine you’re an end user whose expertise is clinical operations, not IT. If you’re having trouble sending a fax out of NextGen, it’s perfectly reasonable to think, “Let’s see if NextGen support can help with this.” But as a non-technical user, you probably aren’t aware that fax issues come from a multitude of sources totally outside the scope of the EHR.
These are not related to the EHR, so NextGen support engineers will correctly respond that RightFax isn’t something they support. Therein lies the misunderstanding, as we discussed earlier.
Regardless of what’s in whose scope, users still need RightFax to work sooner rather than later. That’s where your choice of RightFax support partner comes in. We offer annual and one-off support services for all RightFax–NextGen environments, no matter who deployed them.
When users have a clear and appropriate escalation path, there’s a lot less frustration, finger-pointing, and downtime.
You do not have to choose between NextGen and RightFax. Many of the largest NextGen customers have relied on inbound and outbound RightFax integration for years. It’s our bread and butter as healthcare fax specialists.
If you’re curious how implementation or support could actually work for your organization, please reach out today.