New Clinic Toolkit - 6 Inbound and Outbound Faxing Setup

Purpose
Fill Out the Request Template Spreadsheet
Request a New Network ScanFax Folder and Access and a New RightFax Number
Validate Read/Write Access
Update SysConfig Document (if required)
Update Fax Number with LifeLabs, LM Labs, and Excelleris (if required)
Port Existing Clinic Fax Number from Analog to Digital Fax
Scan to Network Folder
Outbound RightFax

Purpose

1. The Profile EMR ScanFax folder lives within the clinic's shared network drive and access to this folder is managed by the clinic
2. Incoming faxes to the clinic's RightFax Number are received in the ScanFax folder and these documents can then be attached to client medical record in Profile EMR via the Scan Processor
3. Paper documents that need to be attached to a client medical record can be sent via fax to the clinic's RightFax Number OR scanned directly to the ScanFax folder
4. Once a document is attached to the client medical record in Profile EMR, it is automatically deleted from the ScanFax folder

Timeline

Send this request as soon as you have the User List. The whole process takes about three weeks to process.

Fill Out the Request Template Spreadsheet

Do not create the ScanFax folder for the clinic. The access team will do this.

Important: The bulk request requires a minimum of nine users to be processed. Otherwise, the Service Catalog must be used instead. See Manage Access to ScanFax Network Folder.

Pre-Requisites

• List of users who will require access to ScanFax folder in User List workbook

Tools and Resources

• User List workbook
• Template-VCHPHC Batch NETWORK-EMAIL Account Request spreadsheet
  • Profile EMR team (including Clinical Informatics) belong to the same group and are given access to all clinics' ScanFax Folders
    • PHSABC\VCH Profile EMR - Scanfax Folder Admin - (RL)
    • INFOSYS\VCH Profile EMR - Scanfax Folder Admin - (RL)
    • VRHB\VCH Profile EMR - Scanfax Folder Admin - (RL)
    • VCH\VCH Profile EMR - Scanfax Folder Admin - (RL)

Point Person

• Lead analyst

Instructions

Complete the template spreadsheet with the below information:

1. Determine the shared network folder path by consulting with the clinic contact
   • Some clinics might have an existing network folder that they want to use
     • Indicate in template if New or Existing folder
     • If New folder, the access management team will create the folder "EMRScanFax"
   • Important! There is a 70 character limit (count full path including EMRScanFax: e.g., \\vch\departments\Care4Newcomers\EMRScanFax) (avoid special characters and unnecessary spaces)
2. Determine the list of users who will require access to ScanFax folder
   • Generally, these are all admin staff and leadership per User List workbook
   • Include IMITS teams as indicated in template, such as:
     • Server Access Team (Ralph Zhu)
     • Messaging Services Team (Gagandeep Sran)
     • RightFax Server group (PHSABC\SVC_spapprfax001)
     • Profile EMR groups (PHSABC/INFOSYS/VRHB/VCH)

Request a New Network ScanFax Folder and Access and a New RightFax Number

Pre-Requisites

• Filled out Template-VCHPHC Batch NETWORK-EMAIL Account Request spreadsheet

Point Person

• Lead Analyst

Instructions

Create Service Catalogue Request:

• Log into Self Serve Portal: https://healthbc.service-now.com/
• Search for “Fax”
• Select “Digital Fax Request Form”: https://healthbc.service-now.com/sp_phsa_vch_phc?id=sc_cat_item&sys_id=b5c55bc48729e150d6a087380cbb356c
  • Requested for: Enter clinic manager
  • What Functionality do you need to address? Inbound Faxing
  • Inbound Request Type: Inbound Line - Setup New 
  • Fax destination: Shared network folder
  • Do you need to convert an existing fax number to a Digital Fax number? Yes, I want to use my existing number
  • Enter your current fax number: Enter current landline fax number
  • Will you need to retain the ability to send paper faxes from the fax machine whose number your are converting? Yes
• Additional Information:
  • Include the following information:

    • A new clinic, <Clinic Name>, is going live in VCH Profile EMR.

      They require a network folder and Right Fax set up. I have attached a spreadsheet with the network path and user details.

      Note: Please set permissions so that users cannot delete parent folder but can still delete sub-folders/files. 

    • Clinic Name
    • Clinic Address
    • Phone Number
    • Network Path
    • Key Contact
    • Tentative go-live date
• Attach Batch Account Request Template from new clinic toolkit to ensure that EMR team has access to the EMRScanFax folder for troubleshooting, as well as clinic staff (typically, admin staff + clinic leadership)
• Click Order Now

The RightFax team will create a Service Desk request for the Network Folder and Access request.

Once setup is complete, the RightFax team will send the new RightFax number and the network folder path.

Validate Read/Write Access

Pre-Requisites

• RightFax Number and Network Folder and Access Requests complete

Tools and Resources

• TestRail <create from test case in Work Item folder>
• SR Fax helpfile

Point Person

• Lead Analyst
• Admin Supervisor or Clinic Coordinator

Instructions

• Follow test case steps by Lead Analyst as Sys-Admin to ensure that Profile EMR team has access to troubleshoot in the future
• Follow test case steps by Admin Supervisor and/or Clinic Coordinator to ensure that they have been granted access

Update SysConfig Document (if required)

Read first: Out of Scope: Forward Existing Clinic Fax Number to New RightFax Number

If the clinic is not forwarding their existing fax number to the new RightFax number and they are willing to change their existing forms with the new RightFax number, then complete this task.

Note: Some clinics may choose to keep their existing fax number on forms especially if many external agencies already know it. If the clinic does not forward their existing fax number to the new RightFax number, then all faxes received from the physical fax machine (paper) will need to be faxed to the RightFax number in order for it to land in the ScanFax network folder.

<DST required for when RightFax should be requested? vs scanner?>

Pre-Requisites

• RightFax Number and Network Folder and Access Requests complete

Tools and Resources

• Out of Scope: Forward Existing Clinic Fax Number to New RightFax Number
• SysConfig document > New POS tab

Point Person

• Lead Analyst

Instructions

• Update clinic fax number to new RightFax Number in SysConfig

Update Fax Number with LifeLabs, LM Labs, and Excelleris (if required)

If you are updating the clinic fax number to the new RightFax Number for POS configuration, then you will need to provide this to LifeLabs, LM Labs, and Excelleris.

Not all transactions are able to be sent electronically or if electronic results distribution fails, the fax number is another way to deliver these to the provider.

Pre-Requisites

• SysConfig document updated with RightFax number in New POS tab
• RightFax Number and Network Folder and Access Requests complete

Tools and Resources

• New Clinic Set Up - 7 Results Distribution Set Up

Point Person

• Lead Analyst

Instructions

On same email thread where you requested for new C#, reply back notifying the labs of the new fax number for the clinic.

Port Existing Clinic Fax Number from Analog to Digital Fax

This replaces the previous workflow to request Fax Forwarding. This also includes optional steps so that access management is also done within the same request (i.e., the actual access management request will be created by the voice services team completing the porting of fax number as well because they need their team to have access to the folder as well).

If the clinic has an existing landline fax number that is not used by any other team, the clinic can port this existing clinic fax number from Analog to a Digital Fax. This request includes allowing to send paper fax from their current fax machine. This also allows the clinic to keep the same fax number for their POS configuration which is what prints on letterheads and forms.

Advantages of Porting over Fax Forwarding

1. Fax forwarding is not a standard request and ties up two fax numbers for the same purpose
2. Clinic pays $40/month for landline fax while digital fax has no fee
3. Not analog connection means that if Telus breaks down, ability to receive faxes is not affected
4. Uses PHSA Internal infrastructure
5. Troubleshooting – Service Desk ticket to Voice Services team

Contact Person

• Chiang, Juliana [PHSA]

  Technical Support Analyst • IMITS - Video Conferencing Services
  [e-mail] 

Pre-Requisites

• Ask clinic admin supervisor to create "EMRScanFax" Folder within parent PRIOR to creating request

Instructions

1. Create Service Catalogue Request:

• Log into Self Serve Portal: https://healthbc.service-now.com/
• Search for “Fax”
• Select “Digital Fax Request Form”: https://healthbc.service-now.com/sp_phsa_vch_phc?id=sc_cat_item&sys_id=b5c55bc48729e150d6a087380cbb356c
  • Requested for: Enter clinic manager
  • What Functionality do you need to address? Inbound Faxing
  • Inbound Request Type: Inbound Line - Setup New (Modify or Cancel Existing may be a separate request for releasing an old RightFax number if previously existed)
  • Fax destination: Shared network folder
  • Enter path to shared network folder: Ensure prefixed with \\vch... (not G drive etc)
  • Do you need to convert an existing fax number to a Digital Fax number? Yes, I want to use my existing number
  • Enter your current fax number: Enter current landline fax number
  • Will you need to retain the ability to send paper faxes from the fax machine whose number your are converting? Yes
• Additional Information:
  • Include information such as Requested Go Live Date (dependent on Telus - This may take up to 15-20 days)
• Optional: Attach Batch Account Request Template from new clinic toolkit to ensure that EMR team has access to the EMRScanFax folder for troubleshooting, as well as clinic staff (typically, admin staff + clinic leadership)
• Click Order Now

2. Create Service catalog request for Outbound Faxing through RightFax software https://healthbc.service-now.com/sp_phsa_vch_phc?id=sc_cat_item&sys_id=c9079bd4dbd908505f333a0f9d96194b using the instructions: RightFax - Requesting Desktop App – Help Center (zendesk.com)

3. Notify Juliana Chiang of Service Catalogue Request:

• Once you receive confirmation that your request has been submitted, forward that notification to [e-mail] who will coordinate the request including validation with analyst.

4. Test RightFax to EMRScanFax folder

• Juliana will send a test fax to the ported fax number
  • Check that the test fax has been received in the EMRScanFax folder

5. Test Outbound Fax via fax machine

• Clinic admin supervisor to send a test fax via fax machine to the ported fax number
  • Check that the test fax has been received in the EMRScanFax folder

6. Update POS Contact List Zendesk

• Profile EMR POS Contact List

Scan to Network Folder

More commonly, clinics inbound rightfax themselves internally-generated documents so that these can be attached to the client record. In 2026, CFN, Groundspring PC, Groundspring MHSU, and Innercity ICMT piloted Scan to Network folder functionally on their multi function printer that also scans. Advantages include better resolution, colour scanning (for client government IDs), distinguish between external and internal documents in the EMRScanFax folder, and eliminate use of inbound rightfax channels.

The setup has been part of a project, therefore, operationalized requesting is still being determined. In the meantime, send the following requests:

1. Ensure Inbound RightFax and EMRScanFax request template includes service account: HEALTHBC\svc_vpp_scantofolder
2. Email request to service desk:

To: 

Subject: Enable Scan to Network Folder on MFPs at [POS Name]

Description:

Hello service desk,

Please enable scan to network folder on the following MFPs at [POS Name].

MFP Name	Folder Path	Service Account	File Name	Icon Name	Failed Scan
Sample GSP MFP: VANCH_LILY_L19	\\vchfas01.vch.ca\regionaldata02$\Groundspring_PC\EMRScanFax_GSP	[e-mail] password: 3cZSsh&)^l6j$50s07r	EMRScanFax	EMRScanFax - [GSP]	Printout

Copy all other settings as VANCH_LILY_L19.

Thanks,

[Signature]

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To validate:

1. On MFP, select Scan to Network Folder
2. Scan a single‑page test document
3. Verify scan completes without error on the MFP
4. Confirm file appears in target folder
5. Open the scanned file to confirm file is readable, no distortion, lines, or missing content

Outbound RightFax

Decision outstanding on how/when/to whom to offer this functionality to new clinics.

• Will the clinic have prescribers in Profile EMR and want to utilize digital outbound faxing? If yes, please discuss EARLY in the project with Mai/Richmond/Ryan [e-mail] (team lead RightFax team) for case-by-case discussion/decision.

When a clinic expresses interest in setting up digital outbound fax, please send them the email template provided below. 

Hi <requestor>,

In order to set up the Outbound RightFax for your clinic, two requests need to be made. 

1. Complete the Digital Fax Request Form to allow the RightFax team to create accounts for each user at the clinic.  You can submit a single request for multiple users.  Be sure to select Outbound Faxing and Setup New User(s).
   
2. Complete the Desktop Software - Install, Transfer, Remove form so that Service Desk can install the RightFax desktop application to each machine. 
   • The software name is OpentText_RightFaxX64_20.2.3.4244_VPP_P0. 
   • Instructions to complete the form are available here: Completing the form.

Note: You will require the Cost Center and manager’s information to complete the form but there is no charge.

The entire process will take a few days to complete, and you will receive email confirmations and detailed instructions on next steps. 

Once the installation is completed, your staff will see the RightFax Fax Printer added to their computers.  Additionally, they will also have access to the RightFax Web Portal to view their faxes.

For more information about RightFax visit their Zendesk page https://phsahelp.zendesk.com/hc/en-us/categories/14263610253467-Digital-Faxing