Why Are We Still Using Fax Machines?

It is time to Rage Against the [Fax] Machine

Imagine if you were forced to send a handwritten piece of mail that will be delivered via a man riding a mule.

That sounds utterly ridiculous, right? I can literally have a face-to-face conversation with someone across the world. Why would I do that?

I would like to introduce you to healthcare.

The following story is based on true events. The identities of the people involved have been changed.

It is not word for word but, you will get the message.

Let’s set the stage. A patient calls the clinic asking why they have not received their medication. I, the confused pharmacist, staring at the script that I personally sent to the correct pharmacy more than a week ago wondering the same thing.

So I call the establishment to see why a medication was not sent to our patient. I eventually get transferred to someone who knows why. There was some paperwork that needed to be signed. Ah yes, paperwork, the bane of our existence. They mentioned that they had faxed it over a week ago.

I turned around and asked if anyone has seen this fax and got blank stares. Okay, it must have gotten misplaced. Like many faxes do…GASP! Yes, I know how can something like a piece of paper get lost amongst the sea of other papers.

I then asked a question that would cross the line. A question so heinous that it could change the literal course of history.

I asked if they could…..email it to me…DUM…DUM….DUMMMMMMM

The person on the other end of the phone was flabbergasted. How dare I mentions such heresy!

Establishment Person: “We do not use email because it is not secure.”

To which I responded

Me: “How do you know our fax machine is secure?”

I felt like Neo from “The Matrix” fighting Agent Smith

Agent Smith (Establishment Person): “Are you saying that your fax machine is not secure?”

Neo (Me): “Oh no it is. But how do you guys verify it is secure? How do you know that it is not just in a hallway where anyone can grab it?”

Agent Smith (Establishment Person): “We assume that the fax machines are secure. So is the fax number we have secure or not? Or is there another fax machine you would like us to send it to.”

Neo (Me): “No it is secure. You can send it there…”

So just like Neo in The Matrix I had lost my first battle with Agent Smith. We both learned that it is better to live to fight another day.

Just a couple of weeks ago I was trying to send a fax to authorize the release of records for one of our patients in the Emergency Room and it was not going through. I tried it with the area code. Then without. Tired all the possible numbers it could have been. Still nothing. I spent 3 hours trying to send that fax! Yes, you read that right. 3 #*&^!@# HOURS! In the end we gave up. Thankfully we were able to workaround it.

Do you know how many times clinics receive faxes that were not meant for them? A lot. Do you know how many times we have faxed something and received the confirmation just to be told two weeks later that they never received it. That is why I saved every fax I sent, because it happened that much.

So What Can We Do?

Ok, let’s start with the premise that emails are not secure.

How about we create a message center that we can just log into, and virtually sign the document. Patients can also log on and sign, attach documents, and see the progress being made, because you know it is literally their life. You need a letter of medical necessity, BOOM uploaded. You need guidelines, POW uploaded. You need something signed…BLAMO signed!

And it would be even more wonderful if it is just ONE portal that everyone uses. Not everyone having their own solution.

Ok great Zain, but I don’t want to be searching for my patients on this portal. Also, how do we know it is the right patient?

I am glad you asked. You would get a secure link sent to you via an email and you just click the link and you are off to the races!

Right now many clinics and hospitals are trying to catch the patients at their next visit or even mail them the forms. Delaying the process even more.

I will concede this is not a perfect solution but it is miles better than faxing something.

Another big issue is that there is no standard. One insurance requires XYZ, then the other requires ABC. It is hard to automate a system that has no consistency.

Platforms like CoverMyMeds are a great step in the right direction, but in the world of specialty care we still have a lot of shenanigans. It delays care. It brings undue stress on the patients and clinic staff. So many hours are lost babysitting insurance issues.

Let’s circle back to the question. Why do we still use fax machines? The argument for their use is security and interoperability. Faxes are harder to hack or steal and it doesn’t matter what fax machine you have you can receive the fax from anyone and anywhere.

To me, those arguments should not be why we can’t move away from them. We have technology that take care of both concerns.

So lets create a coalition that will end the reign of fax machines forever!

Who’s with me?!?!

Thank you so much for your support! Please do not hesitate to reach out if you have any questions.

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I hope you have a great day!

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