25 March 2020
Business Continuity Update

Since outlining GHX’s Business Continuity Plans (BCP) on 13th March, we have continued to monitor global operations and are reporting no change at this time. Our goal is to ensure our network of healthcare providers and suppliers is efficiently and effectively operating their supply chain processes, and order flow and transactions remain stable.

To ensure we’re achieving these goals, GHX regularly measures four global indicators: (1) service availability; (2) workforce productivity; (3) change management; and (4) offshore delivery.

Service Availability

We have seen supply chain transactions slightly increase in the last 30 days, but performance, throughput and availability are working as expected with room to scale. 

Workforce Productivity

There have been no changes in business continuity as our workforce operates on a fully remote basis where applicable. Our critical technology vendors and partners have also confirmed there is no change in their operations and continue to service GHX normally. Additionally, we are closely monitoring changing directives from local governments pertaining to work from home and the definition of “key workers.”

Minimal Change Period

Given the dynamic nature of the global response to COVID-19 and its impact on our customers, we have increased our focus on product release planning and change management:

  • While critical maintenance and commercial releases are being prioritised, we are also proactively assessing risk mitigation measures.
  • GHX has also committed more resources to actively monitoring post-release validation to swiftly address any issues that may arise. 

Offshore Delivery

To date, we have seen no cases of COVID-19 in the global geographies where our processing centres are located. Should we experience a severe deterioration of services from our offshore facilities in the future, we are prepared to move Gfax processing onshore. We continue to leverage full remote workforce capabilities where applicable.

25 March 2020
G-FAX CONTINUITY EFFORTS UPDATE: RESPONSE TO INDIA LOCKDOWN

India’s Prime Minister issued an order for a 21-day ‘total lockdown’ for all citizens beginning at midnight on March 24. In response to this news, we have efforts underway to help ensure that you continue receiving the reliable service to which you are accustomed. We do not expect this situation will have a significant impact on G-Fax but would like to provide an update on current business continuity efforts.

Workforce Productivity and Resourcing

We have successfully moved more than 80% of our G-Fax team to a remote workplace setting and have seen consistently high levels of delivery. These resources are also spread across three geographically diverse locations helping to reduce the risk associated with a single point of failure that may occur.

We have also proactively trained additional resources should GHX experience a potential dip in productivity in a specific geographical region or time zone. These additional resources will be able to augment the delivery team to assist GHX in maintaining the G-Fax service.

Document Processing

We are continuously monitoring volumes and turn-around-times. As of March 24, 98% of all documents were delivered within our expected handling time with the other 2% being completed within the following 30 minutes. No documents exceeded the additional 30-minute delivery window. Should document delivery exceed 90 minutes, you can expect GHX to communicate any delays and expected time to resolve.

13 March 2020
GHX Business Continuity & Safety Measures Update

We understand concerns about COVID-19 (the new coronavirus) are top of mind for every member of the healthcare community. Our top priority is the safety and well being of our customers, employees and the patients we serve. As the situation surrounding COVID-19 continues to evolve, we have created this informational hub as a resource for sharing timely updates as it relates to GHX Europe business operations. Enter your email address to receive the latest information.


GHX takes seriously our role in preparing ourselves and our communities for potential disruptions, upholding our civic duty to help prevent further outbreaks and continuing all GHX services to ensure the effectiveness of our global healthcare network. To this end, we are adopting the below proactive measures.

Following Expert Health & Safety Guidance

  • GHX has formed a Task Force that meets daily to assess new information and respond accordingly. 
  • Staff have been educated on the World Health Organization’s recommendations for hygiene and cleanliness.
  • Disinfectants and cleaning supplies that meet recommended guidelines have been made widely available across all offices.
  • Staff have been encouraged to stay home if they are experiencing symptoms of illness of any kind.

Limiting Exposure via Travel Policies

  • Business travel to all but the most critical domestic needs has been advised against, including travel between European offices. Travel to high-risk locations such as North Italy has been restricted.
  • Staff who have visited any high-risk countries have been advised they will need to undergo 14-day self-quarantine before returning to the office.
  • Staff have been encouraged to maximise video conferencing in lieu of in-person meetings. Additionally, they have been equipped with the tools, equipment and plans needed to work remotely should the need arise.

Ensuring Business Continuity Plans Minimise Risk

  • Business continuity plans have been rigorously tested against a variety of scenarios and have founds GHX’s products, services and systems are well-equipped for possible disruption.
  • GHX staff can operate, support and collaborate from any location worldwide, if need be.
  • Critical technology vendors and partners have collaborated with GHX on readiness plans in the event of a possible disruption that affects service available or production datacenter locations. No downtime or impact on customers is expected.
  • GHX will continue to assess internal and third-party services to ensure continuity plans are aligned with customer needs.
  • Location-specific business continuity plans are in place.

We continue to monitor and follow guidance from the public health experts and local governments in Belgium, Germany, Switzerland, The Netherlands and the UK. We are committed to remaining transparent and keeping you informed of any changes to our approach via this page.