Spruce Health safeguards patient information with seamless Fax API

Founded in 2013, Spruce Health is the leading platform for HIPAA-compliant telemedicine and care for medical practices throughout America.

Accessible anytime and anywhere, Spruce Health's platform is deployed across thousands of practices and used in a variety of ways. The platform seeks to offer quality healthcare experiences by making it easy for doctor's practices and care teams to communicate with patients across multiple channels.

Spruce Health's all-in-one platform works across web, iOS, and Android, and features a unified team inbox powering all of a client practice's communication needs, including phone calls, SMS, secure messaging, video calls, email, and fax.

Challenge: Protecting patient privacy with a secure, reliable cloud fax solution

Spruce Health’s goal is to deliver quality care to their patients by providing a platform to send and receive information, regardless of where the healthcare customers are located. Licensed to deliver care in the United States, Spruce's customers include both single practitioners alongside larger practices. Fax remains an integral part of how these providers communicate, but it also tends to be outdated and inefficient.

Believing its clients deserved something better, the company began looking for a way to digitize the process to simultaneously improve the security of patient data and optimize workflows for physicians and healthcare practices.

Solution: Scalable, intuitive HIPAA-compliant Fax API

When we first met Spruce Health, they were engaged in a beta test with a competing Fax API service. Once they'd deployed it to several customers, they realized the other service wasn't a good fit. They selected the Sinch cloud-based Fax API service for its ease of use, intuitive API and fax status dashboard alongside Sinch's excellent customer support.

Sinch worked closely with Spruce Health to integrate the solution into Spruce's healthcare communications platform, aided by our developer-friendly API interface. In less than a week, we integrated with Spruce and migrated their customers to our service. Spruce Health's customers now have the ability to send and receive faxes from the same dashboard where they exchange messages, make calls, and listen to voicemails.

Each practitioner is granted a minimum of 500 send and receive messages per month with high-speed faxing, unlimited concurrency, transmission transparency, intelligent retries, and no busy signals. The solution also supports multiple file formats, including PDF documents, image files, and video links. Practitioners can also automatically create custom, editable cover pages for their faxes and seamlessly port or provision fax numbers.

Results: A superior level of service for both providers and patients

Spruce Health's new fax service has proved a major selling point for their customers, being reliable, HIPAA-compliant, and simple to use. It's helped healthcare providers using the telemedicine platform change the way they communicate by giving them the freedom and flexibility to send and receive sensitive patient information no matter their location.

On Spruce Health's side, they find our customer console and dashboard easy to use, noting it's incredibly helpful for debugging information in the fax logs. They appreciate the ability to quickly see the send/receive time and status of faxes, and particularly like the porting requests section.

"The Sinch interface was straightforward, their implementation team was incredibly helpful, and the extensive API and community documentation made a huge difference in simplifying our deployment. We've actually found the dashboard so helpful we've been able to avoid building our own internal one." Kunal Jham, CTO.

Although healthcare is undergoing a period of intense digital transformation, fax is still a cornerstone of healthcare communications, making it an essential feature of Spruce Health's platform — and with Sinch's help, they've positioned their cloud fax capabilities as a competitive differentiator.