Community Connect EpicCare Ambulatory EHR
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Subject Expert
Chris Clune
Research Director
Commentary Summary
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User Commentary
Relationship, Value
Epic promises everything, but with the service and changes, for example, they can do things...
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Operations, Product
There is definitely a learning curve and some challenges when using the product.
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Product
We like the ability to share information between different providers and clinics on Community...
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Product, Value
There is a lot of automation in the system. There is more automation in the EHR from a billing...
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Relationship, Operations
Once we went live on the system, it was amazing. It is so much easier to use than any previous EHRs...
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Relationship
We are part of a Community Connect site, so we are dealing with our host more than we are dealing...
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Product
One of the Community Connect program’s biggest strengths is its ability to connect us with others....
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Relationship
Epic's tool is wonderful; although it is not always user friendly, it is always there to support us....
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Relationship
Our Community Connect host site has been very responsive. They research issues to try to find viable...
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Relationship
Our Community Connect host site has limited resources available to us to correct any issues, so...
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Operations
We struggle to train people on the system. Our people have to be trained through our host site, but...
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Relationship
The support that we get from our host site varies. Sometimes, if our issue is very easy, our host...
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Loyalty, Relationship
Our host site is changing their support model. We have a BFF who we meet with on a regular basis,...
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Relationship
There has been a change in leadership at our host site, and there hasn't been a smooth handoff....
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Product
A lot of organizations in our community use Epic's systems, so we would like to be able to continue...
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Product
We have some issues with the system connecting with some of our existing equipment, and it takes us...
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Product
There are some population health things that we would love to be able to easily do, and we thought...
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Operations
The implementation has been good, but we are still working through a lot of kinks. We have an access...
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Loyalty
I have confidence that the EMR will help us get where we need to go. It has reduced some pain points...
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Relationship
I have never asked our Community Connect host to promise us anything. We set timelines that are...
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Relationship
I love our Community Connect team. They are super helpful and responsive. If I needed something and...
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Relationship
Keeping promises has not been an issue, but our host doesn’t keep timelines 100% of the time. The...
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Operations
Our host site has great initial training, but the ongoing training could be a little more effective...
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Product
There are multiple ways to do the same thing in Epic's product. The product does amazing things, but...
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Relationship, Product
The host is great at delivering new technology to us. Overall, the product very much does what we...
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Product
Epic makes attempts to optimize the workflow in Community Connect EpicCare Ambulatory EMR, and that...
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Relationship, Product
It can take a long time to make improvements in Community Connect EpicCare Ambulatory EMR, but that...
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Product
There is a lot of intrusiveness in the reminders in Community Connect EpicCare Ambulatory EMR. The...
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Product
Our ability to make changes to the product meets about 70%–75% of our needs. The issue is the setup....
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Relationship
We have access to our host's people, but they are not able to help us in a timely manner. We are...
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Relationship, Product
I would like our host to hire somebody who understands our type of organization. There are...
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Culture, Operations, Product
In terms of whether the product works as promoted, it is hard to know how the product works when...
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Relationship
The technical support from the host is limited because the individuals also have multiple other...
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Operations
Our host needs to streamline the process for helping external organizations to integrate within...
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Product
Community Connect EpicCare Ambulatory EMR is a good system. It is very in depth and has some really...
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Product
Community Connect EpicCare Ambulatory EMR can’t integrate with everybody’s specialty, but Epic is...
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Relationship
All of Epic’s support is excellent. If we call the helpline or go online and put in a ticket, the...
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Operations, Product
We had a really big upgrade in Community Connect EpicCare Ambulatory EMR, and I was hearing about...
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Operations, Product
One frustrating thing about Community Connect EpicCare Ambulatory EMR is that when somebody is...
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Operations
Epic’s training is very good. I sometimes feel like the training is overboard, but at least the Epic...
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Product
When we started with Community Connect EpicCare Ambulatory EMR, we were under the impression that it...
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Product
Some of our providers work at different institutions and use different EMRs. All of those providers...
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Product
I like that the product is integrated into our host facility and other facilities so that we can see...
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Product
There are more reports now in the product, but I haven’t used them much. I have grown to like and...
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Relationship, Operations, Product
Sometimes the vendor rolls out upgrades that don’t really help us. I just get a little annoyed when...
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Loyalty, Operations, Product
The documentation in the system is really smooth. We have many physicians using a microphone to...
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Product
We would like to see the system look at the INR. When we have to change medications, we struggle to...
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Relationship
Our host sometimes takes a while to keep their promises, but we make requests that cannot be done,...
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Relationship
Our host’s support is lacking. We have to go through so many layers.
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Operations, Product
Epic has a lot of processes in place before upgrades happen. They do a lot of testing and measure...
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Product
A lot of users are frustrated with Epic's system. They have to make many clicks for a 15-minute visit....
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Product
There is certainly a lot of information in Epic's system. It has better response times than our...
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Product
We have had issues with the EMR's complexity. There are some things we have to do manually that we...
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Relationship, Operations, Product
There is a lot of information on the Epic user website, but I find it overwhelming. It is hard to...
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Product
Several organizations have Epic's software in our area, and our doctors go to a variety of hospitals...
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Relationship
We recently reached out to one of the higher-ups of Epic and got a good response. The Community...
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Relationship
Our host could provide more consistent and timely responses to issues. We have spent a lot of time...
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Relationship, Product
Anything that we want to be done always seems to be a very low priority to our host. We do a ton of...
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Loyalty, Operations, Product
Our host implemented Epic's system before the foundation system existed. They have things that are...
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Relationship, Operations
If we had ongoing meetings with our host and some transfer of knowledge, things would be a lot...
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Product, Product
We have some major gripes regarding the system. The providers like it, but for the support staff, it...
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Product, Product
It is lovely to have a community record. One of the benefits of the system is that because we can't...
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Product, Product
I wish the solution would allow affiliates to have more control over what is added to the system....
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Relationship, Relationship, Value, Value
Our host is offering us a generic portal that may or may not fit with our specialty, and they are...
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Relationship
One of the things that Community Connect has done to me from a professional standpoint is turn me...
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Loyalty, Relationship
Our organization has access to the same user tools that talk about what is coming in future releases...
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Relationship
The product is workstream dependent. The host account executive and I have a really tight...
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Relationship
A big issue that we have is coordinating with our own IT team. We have a contract with an IT firm,...
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Relationship
Our Epic BFF is very conscientious and will definitely run things down.
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Product
We like the integration with the community. We really try to do all of the work for our patients, so...
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Operations
Epic's system has become the standard in our community, so it is easier for people to come work with...
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Product
There is a lot that we love about Epic's system, and most of the things we love about it are across...
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Product
We always have a lot of enhancement requests. There aren’t big flaws within the system that we need...
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Product, Value
We have a lot of patients that are being cotreated at other facilities in and around our area, and...
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Product, Value
The product has been great for our facility and has really helped with linking our clinic and our...
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Loyalty, Product
Some of the improvements I would like to see in the system are cosmetic. I would especially like to...
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Product
The clinical workflow in the system for both the nurses and the doctors is very efficient. Having...
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Operations
Our host tries to notify us about upgrades and gives us training, but so many times, our staff...
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Relationship
If our host knows about a problem, they are proactive. Sometimes we know something before them, but...
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Loyalty, Product
The biggest limitation with our instance of the product is that I know there are population...
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Loyalty
We are switching to Community Connect with another host site. We already have a relationship with...
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Loyalty, Relationship
The actual product is great; our issue is mostly with our host’s support. I have up-to-date...
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Product
We have high satisfaction with Community Connect EpicCare Ambulatory EMR. Providers are still...
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Relationship, Product
We have regular updates. Everything has been great. Our host does a very good job of delivering new...
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Operations, Product
Community Connect really does meet all our needs. I have had multiple go-lives for the product, and...
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Product
I would like to see better and easier reporting systems in Community Connect. I do know and like the...
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Relationship
The support has gotten better. Ticket responses have been quicker. If I file a ticket, I usually...
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Operations
In terms of building a new Community Connect partner, I believe that our host site could have gotten...
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Relationship, Product
Our host site's support has gotten a lot better in terms of reports and analytics. We used to have...
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Operations
Our host could have more communication when onboarding new employees in Community Connect. My...
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Relationship
Our BFF is very responsive, receptive, available, and responsible. We meet with them frequently, and...
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Operations, Product
I feel like the solution was built for hospital systems and then adapted for outpatient clinics. We...
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Loyalty, Relationship
My satisfaction with the system is definitely going up. A lot of improvements have been made to the...
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Loyalty, Product, Value
I see the system's capabilities, and that drives my frustration. Seeing that we can do so much more...
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Product
What we have seen from Epic has been good in terms of functionalities and capabilities. We only want...
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Product
As clinical needs changed, we weren't able to shift quickly. We had to have builds. Our host refused...
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Product
On the billing side, everything flows into the host’s main billing hub instead of into our physician...
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Relationship, Value
We have a very responsive advocate, but they can't necessarily govern the changes we want. Epic's...
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Product
Our host is very restrictive. People I work with find our instance of EpicCare Ambulatory EMR...
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Product
Our providers say they moved from a Toyota Camry to a Lamborghini when we switched from our previous...
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Product
I am satisfied with our day-to-day because the system gets the job done. Providers can put in...
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Relationship, Product
Without fail, there is always something in an upgrade that breaks down on the back end, and we end...
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Culture, Value
In a perfect world, we wouldn't have to use and pay for a second solution for contract management...
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Relationship
When we need changes, we depend on analysts to make changes, and they don't always have a clear-cut...
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Relationship, Operations
One of the people who was the most help has left the organization. So there has been a learning...
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Relationship, Operations
We are trying to shore up things we can see in the system, but we don't always know how to do that....
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Product
One thing about Community Connect EpicCare Ambulatory EMR is it is nice to be able not only to...
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Relationship, Product
When we ask to run a report on a specific physician for a specific range of codes, our host site can...
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Product
I understand Epic is always having to upgrade and make changes to the EMR, but sometimes there are...
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Relationship
When there is an issue, we have to go through a lot of red tape to get anything approved.
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Product
Something I like about the system is the community service. We are able to see multiple clinics and...
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Relationship
We have not gotten adequate support from Epic. There are certain departments that never have any...
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Product
We are functioning how Epic told us we would function, but not well. The EpicCare software is not...
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Relationship
I absolutely love and enjoy the EpicCare product, but I do not like how it is being managed. If...
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Product
The system's ease of use seems to have gotten better in the last few years. However, that may be...
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Product
Everyone is still struggling with a layout change to part of the system. Those layout changes make...
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Relationship, Product
When we started with the product, there were a lot of glitches that we had to work with....
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Relationship
Sometimes the support team takes a little time, but they are very efficient and responsive. They...
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Operations
We are more than satisfied with the training we received. We were already used to the Epic system,...
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Relationship, Product
I have very little access to Epic, and when I do contact Epic with an issue, I am rapidly referred...
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Relationship, Product
The product's major strength is its analytics, but the product is severely hampered by the way our...
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Relationship, Product
When there is a new feature being added, sometimes we don't find out about it before it is...
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Relationship
Our host does everything they say they will do, but not always in a timely manner.
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Operations
Our host's biggest opportunity for improvement is in the transfer of training materials. A lot of...
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Culture, Product
The system works as expected. The product is not perfect, but it is good.
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Product
Some dashboards are unavailable to us in our current state, but our host has those dashboards. We...
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Relationship
It would be super helpful if we had dedicated analysts who understood the unique nature of our...
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Relationship
Our host uses a distribution list, but we are no longer receiving messages. Sometimes things happen...
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Relationship
I would love a partnership from Epic that would help Community Connect partners share best practices...
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Operations
We started the project before the COVID-19 pandemic and did the project during the pandemic. That...
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Product
We have a few customizations in EpicCare Ambulatory EMR. One customization got broken after an...
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Operations
The transition from any EHR software to another is difficult because we have trouble transitioning...
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Relationship, Product
We have some machines that have technological issues. We have to find weird workarounds. Everything...
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Relationship
Our host is very responsive. They have an online presence. I can message them and get a live chat in...
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Product, Value
Everybody says the system's biggest strength is data sharing. When we pull up a patient's chart, it...
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Relationship, Product
Epic reportedly has more than the 50% of the market share in the US, so they have to keep as many...
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Product
Community Connect EpicCare Ambulatory EMR has been a great application for our clinical users. The...
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Relationship
Our host site does a good job maintaining the system and taking upgrades when they are available....
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Relationship, Product
One of our host’s weaknesses is their communication with their Community Connect sites. That becomes...
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Relationship
Our primary contact from our host tries their hardest, but they don’t meet our needs. That person is...
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Relationship, Operations
We would like our host to deliver on what they said they were going to do. Also, they could improve...
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Relationship, Operations
Our contact people listen, but they can't do anything. We have a lot of unmet needs with support. We...
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Operations, Product
Our biggest issue is that a number of reports have not been built for us. Our business office is...
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Product
We haven't had the system long enough to measure long-term quality, but we know that the product has...
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Product
There are many groups in our organization that the product is working well for. The product is user...
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Loyalty, Product
The product is not perfect with some of the workflows, but it is pretty good. MyChart has been super...
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Relationship
The vendor does a really nice job of sending out memos and information about upcoming upgrades or...
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Loyalty, Operations
The more we learn and the longer we are on the product, the better things will get for us.
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Relationship, Product
We have access to our counterparts at our host's organization, and they are responsive. But our...
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Relationship, Product
We don’t have reports for any external things so that we can navigate new patients or do anything...
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Operations
In any IT implementation, there are always hiccups, and we anticipate that there are going to be...
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Product
We are not able to build out work queues and workflows based on our clinical needs. We are very...
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Relationship, Operations
Our host’s team was reluctant to go back to Epic directly, and we don't contact Epic directly. Our...
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Operations
As far as customization goes, we were often told in the beginning that if we wanted to customize or...
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Relationship
We were hoping we could do customization, but now we are out of at-the-elbow support. We wanted to...
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Operations, Product
The product is not a good product at all for our specialty. Another product is 10 times better. I...
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Operations
We went live during COVID-19, and the go-live was a disaster. Our host didn't send people out...
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Relationship
The system is very cumbersome. It is not user friendly. Our host's support team is slow and not...
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Relationship, Product
Epic has been working on things for ten years, and it takes one to two years to get tiny little...
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Relationship
Epic is always making things better, and we always have new suggestions for things they could do....
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Operations, Product
There is a learning curve for the product, and it takes time to learn to use the product for sure....
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Product, Value
There is a good bit of flexibility in the product and how it uses multiple work queues. We are more...
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Relationship
We get a lot of support from our host, and they provide us with many benefits to help our cause.
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Operations
Most of the changes the host makes don't really apply to us. I don't like that our receptionist has...
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Operations
The upgrade process and the upgrades made to Epic's system have been fine, but the implementation...
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Relationship
Nobody at our host facility ever asks what our future needs are and how they can help meet them. We...
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Operations
Epic only gives us the product, and we have to make our own training. We don't get training; we only...
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Operations, Product
When Epic pushes out upgrades, they don't do enough testing, and things are often broken during the...
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Relationship, Value
Epic reaches out and gets things fixed by addressing them proactively through our host site. When...
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Product
I like that the system is fairly intuitive as far as EMRs go. It is not usually hard to find what we...
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Loyalty, Product
Integration with Epic's system is very difficult because of security reasons. There are a lot of...
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Product
Epic has a great product, but I wish there were more things we could perform, such as...
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Loyalty, Product, Value
Our coders have had a lot less in their buckets since we moved to Epic's system. The solution has a...
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Product
A lot of multispecialty ambulatory things can cause struggles when it comes to EMRs, but we don't...
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Operations, Product
Before an upgrade, our host site gives us materials and upgrade information from Epic. However, that...
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Operations
Our host site's initial training was really good, but their ongoing training hasn't been as good. If...
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Relationship, Product
Our host site's delivery of new technology is slightly late sometimes. It is a little slower than we...
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Operations, Product, Value
Interfaces with EKG machines or ultrasounds have to be built separately and require a considerable...
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Relationship
We have a person at Epic who we can contact directly. That person is always responsive.
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Relationship, Product
We often wait for changes that our team could probably do pretty quickly, such as changing...
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Relationship, Operations, Product
We don't know how to attach all of our documents to electronic messages in the system. We have asked...
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Product
It can sometimes be a struggle for us to pull all of the data that we need from the system into our...
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Product, Value
Community Connect EpicCare Ambulatory EMR is an excellent tool that we probably wouldn’t have been...
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Relationship
Epic keeps all of their promises, but the time frame may not fit into the original time frame that...
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Operations, Product
The users that have utilized Epic's system previously have no problems using it. For users who are...
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Loyalty, Relationship
I feel that we have great support from the host, and I have a good relationship with our host....
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Product
We had another EMR before this one, and we had some nuances within that system that we miss. As...
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Product, Value
The product allows us to connect and see who the patients and providers are and notes and things...
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Value
Our host nickel-and-dimes us for everything. The amount of money we are paying is much higher than...
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Loyalty, Product
Community Connect has been a huge letdown. We thought that Epic's system was the premier product,...
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Loyalty
The integration and the transfer of data have been extremely poor. One big reason that we decided to...
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Relationship, Operations, Product
The Community Connect system has been a big problem for the providers. The solution has made it...
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Product
If I go to the hospital, I don't have the preop navigator button, so I can't place case requests for...
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Operations
My billing people gave our host tons of data around our billing process. All that data was taken,...
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Relationship
We put in tickets, and they are open for months and months. People have given up and would like to...
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Operations, Product
The system has the capabilities, but the build has not been done properly. For example, in primary...
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Loyalty, Relationship
We have access, but it is not getting us anywhere. We have partners. We know who our Community...
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Operations, Product
We would like to see more robust EMR builds so that we can have messaging or modes of communication...
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Loyalty, Operations
We intend to use Epic's software in the future. A lot of our doctors are complaining because the...
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Relationship, Value
Our tangible outcomes have gone down because of decreased function and because we have no authority...
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Product, Value
The most valuable part of using Epic's software is the Community Connect program. Through that...
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Relationship, Operations
I don't know all of the reports that are available in the system. When I ask our host site...
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Operations
I once participated in one of our host site's training sessions and asked the trainer a simple...
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Relationship
There are some things that we would like to see from our host site in the future. One of those...
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Relationship, Value
It would be a complete exaggeration to say that things started off well with our host site. We...
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Relationship, Operations
Our host site has a fixed number of staff members, so when we need them to do something quickly,...
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Culture, Product
We don't have full access to some of the solution's features because we are a Community Connect...
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Culture, Value
Our host site charges us for a lot of things that we don't think they should charge us for, but we...
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Product
We would change things in the system if we could. I can’t stand it when there are upgrades because...
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Operations
Our host does offer training for the Epic system on anything that we need. They are there for that,...
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Product
The EMR works the way that we were told it would work, but I don’t know that we like it. I wish that...
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Loyalty, Relationship, Product
Things are never going to change; we are always going to use the Epic system. Once someone is on an...
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Product
I like the sharing of information between practices through Community Connect. The drop-down menu...
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Operations
Epic’s training is lackluster at best. There are tons and tons of classes, but it is a super big...
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Product
We have some trouble with our lab orders in the system. It can get a bit sloppy between procedures...
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Relationship
Epic’s people who answer the phone are great. They try to help us the best they can.
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Operations, Product
Training and reporting are problem areas with Epic. I don’t have a lot of ability to run reports any...
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Relationship
First and foremost, what we need from our host is better reporting and dashboard training. They also...
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Relationship
Our host’s IT people are great. They do the best that they are allowed to do, but our host’s legal...
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Relationship
We have absolutely no executive support anymore. We have access to our counterparts, but we only get...
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Value
Our host is very reasonable with their monthly fees as long as what we want is in standard operating...
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Relationship
Our host will close support tickets that we don’t know about, and then they work on the tickets...
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Relationship
When I talk to people about Community Connect, I am very frank, and none of those people have chosen...
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Relationship, Product
The things that stand out most about Epic are the transparency of their patient record and the...
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Product
The product provides fully integrated solution trades with other organizations that are using the...
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Product
The system has been pretty good. The only issue has been the limited number of providers that are on...
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Product, Value
In the product, there are too many ways to do the same thing. The system needs to be streamlined and...
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Culture, Relationship
There are things that we were led to believe by our host that didn't come to fruition, like rollouts...
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Relationship
When our host sends an upgrade, we are given a warning that it is going to happen. We are in contact...
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Operations, Product
It is sometimes hard to understand why some upgrades are made. The Epic upgrades seem to move...
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Relationship
We have phone, text, and email access to our host’s support people, and they respond fairly quickly....
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Relationship
We have to go through a lot of different hoops to be able to get support.
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Relationship
At a high level, things are going very well. We have a very good relationship with our host; we...
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Relationship, Product
We don't do a lot of customizations that our host doesn't do themselves, but if we have...
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Operations
We do our own training, but I am highly satisfied with the training. If somebody at our institution...
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Relationship, Operations
I have been through a few upgrades, and our host gives us plenty of notice. They tell us what has...
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