Community Connect EpicCare Ambulatory EMR - Small Practices
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Subject Expert
Aaron Gleave
Research Director
Commentary Summary
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User Commentary
Service and Support
Epic delivers on their software promise, but our sponsoring organization does not. The level of...
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Interfacing and Integration
The most significant benefit of using the product is that it allows us access to critical patient...
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Functionality and Upgrades
The system has all the features that we need to meet our quality measures. It makes things quicker...
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Functionality and Upgrades
Epic responds very quickly to changing needs, but our host does not roll those things out to us. I...
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Service and Support
Epic has the resources to support smaller clinics, but it is not on their road map. They could...
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Interfacing and Integration
Because we have an independent practice and serve patients who are insured by different providers...
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Relationship
Time is passing, and we are under more pressure with things like the CARES Act. Expectations are...
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Functionality and Upgrades
I would like to see a lot less on the screen, so the vendor should get rid of all the things we...
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Functionality and Upgrades
EpicCare Ambulatory EMR is clunky and not very user friendly. In this day and age, to have a product...
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Interfacing and Integration
Epic's system doesn’t interconnect very well with other things, such as vital signs, monitors,...
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ROI / Cost (care and feeding)
I get a really good deal from our host, so I think I am receiving my money's worth. But our host is...
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Future Outlook
My satisfaction with the system will be higher next year because there will be slight improvements...
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Functionality and Upgrades
The simplicity in Community Connect and the changes that occur with upgrades and things like that...
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Service and Support
We have had some issues with links in the system. Some links take us to another webpage, but they...
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ROI / Cost (care and feeding)
Our host hospital considers us an affiliate and treats us differently than they would treat somebody...
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Implementation and Training
The Community Connect training works fantastically. Things are 200% better than they were prior to...
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Implementation and Training
If our host were going to implement something new, I know they would provide someone for us if we...
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Functionality and Upgrades
Sometimes, big upgrades to Community Connect leave out things that our clinic needs. When our host...
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Service and Support
When I need support from our host, I send a help desk ticket, but they must have different ways to...
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Functionality and Upgrades
Overall, we work well with our host. They are great. They always fix our problems or give us an...
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Functionality and Upgrades
We are having an issue with reporting that we cannot get resolved. Our host gave us a dashboard but...
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Service and Support
We have a dashboard that we go through and review things, and we can discuss any issues that we are...
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Functionality and Upgrades
We need more customization. We have to put in service tickets constantly to add things or make...
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Sales and Contracting
When we first got the Epic product, we had problems left to right. Things that our host said were...
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Implementation and Training
The ongoing training is okay, but initially, the training was pointless. Our leadership wasted money...
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Functionality and Upgrades
We can see all the records we need in the product. I love that. I can see which hospital our...
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Implementation and Training
When we went to our host for training, they were not prepared. Maybe one or two people out of the...
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Sales and Contracting
Our host needs to be honest with people who transfer to Epic's system because we were lied to about...
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Functionality and Upgrades
Epic's EMR is a big system. Epic told us they can customize some things for us, but not everything....
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Relationship
We love Epic because of their support, the way they think things through, and the way they have...
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Sales and Contracting
Epic gives us a great discount on the product. They don’t gauge us at all. They really are good....
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ROI / Cost (care and feeding)
We could use outside consultants for reporting. Unfortunately, we can't do that financially. We have...
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Functionality and Upgrades
We have had people come in and tell us they were going to help streamline our workflow and help us...
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Relationship
We have had very limited help and training since the go-live. We have had to wait for six months or...
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Functionality and Upgrades
The system is not the world's best medical record and does not have the best documentation. I use...
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ROI / Cost (care and feeding)
Epic's system is functional, but it does not meet all my needs. I can get things done even though...
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Functionality and Upgrades
Epic is always doing upgrades, and those are helpful.
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Service and Support
There is never a problem with the support. The support team is proactive regarding updates and...
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Other Observations & Comments
I would recommend Epic's product and say a lot of great things if someone could get their own...
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Other Observations & Comments
My satisfaction was lower a few months ago, but I am more satisfied after practice and experience...
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Functionality and Upgrades
When we were getting our COVID-19 vaccines, Epic did a lot of report writing and data pulling for...
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Functionality and Upgrades
The system has kinks like everything else. The biggest kink we see is that the system is...
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Functionality and Upgrades
The product got passed to us from our host. The product isn't fitted to us, so it doesn't work....
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Service and Support
The system's price has had very minimal increases. That has been great. The team from our host site...
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Functionality and Upgrades
We thought that the system might have more broad uses in some of our departments, but we couldn't...
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Service and Support
Our host site's support people are constantly available, and that has been amazing. We have our own...
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Service and Support
We have a two-factor authentication process that slows us down every time we log in to the system....
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Functionality and Upgrades
We are receiving the product that we expected to receive, but there haven't been any attempts to...
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Service and Support
I know what our host site is doing with the system in their own facilities. For example, they have...
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Functionality and Upgrades
There are a lot of organizations that use barcodes for vaccines. That allows those organizations to...
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Service and Support
When something breaks in the system, our host site will fix it. In the past, our host site could...
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Service and Support
Years ago, I would have told the vendor's support people that the system was slowing down and that...
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Relationship
I don't send the vendor's executives Christmas cards or anything, but professionally speaking, I...
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Lessons Learned
I think that most providers who do what I do would be better served by a different system. I don't...
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Functionality and Upgrades
Epic's system is well integrated. It works really well for us because of our practice style. We have...
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Functionality and Upgrades
The system's vaccine capabilities are very basic right now. The solution can't even begin to provide...
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Functionality and Upgrades
New labs have come out, but we can't even begin to order monkeypox vaccines through Epic's system....
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ROI / Cost (care and feeding)
Our host site has been amazing with charges, especially during the worst of the pandemic. Our host...
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Service and Support
Our front office and billing staff members complained about our implementation because our host site...
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Service and Support
It bothers me that the system has take-it-or-leave-it upgrades. If our host site makes a change that...
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Other Observations & Comments
We don't really receive any training. We prefer to figure the product out on our own. We enjoy using...
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Other Observations & Comments
The system is almost like a LEGO set. It can be what we need it to be. I figure that we are using...
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Functionality and Upgrades
The product works the way that it is promoted to work. We are not super happy with it, but we are...
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Functionality and Upgrades
As an enterprise system, Epic’s system is much more than we need. We are a small medical practice,...
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ROI / Cost (care and feeding)
Our Community Connect host does an excellent job of not charging for every little thing. We...
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Implementation and Training
The initial training from our host was very good. The subsequent training for changes, however, has...
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Sales and Contracting
The product works as promoted. The vendor promotes a system that can interface us, a small medical...
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Lessons Learned
I would suggest to a peer that they do some research to find something that is less enterprise...
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ROI / Cost (care and feeding)
If Epic doesn’t stop making major changes, my satisfaction is going to trend downward. We are...
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ROI / Cost (care and feeding)
Community Connect is an outstanding idea. The Community Connect model has allowed us to participate...
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Service and Support
People at our host hospital are still confused when we call from the Community Connect side of...
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Interfacing and Integration
We have worked on interoperability with some of the radiology clinics, but they are not able to...
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Other Observations & Comments
Our host has improved on the medical billing side of things. They have improved their connection...
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Relationship
Once our host’s executives see that there is a problem, even if there is a long wait, they do keep...
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Lessons Learned
I would tell a peer that Community Connect EpicCare Ambulatory EMR is a great service for keeping...
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Service and Support
As a Community Connect practice, we don't know about any upgrades and how they will affect us until...
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Relationship
With Community Connect, we have felt disconnected at times. Our Community Connect host recently...
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Service and Support
We have one liaison that we go through for everything, and they help us figure out who things should...
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Implementation and Training
It is difficult to be a Community Connect practice sometimes and not be part of the whole system. We...
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Service and Support
The ticketing system can feel very clunky. I don't think that issue is unique to us as a Community...
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Functionality and Upgrades
The system is fantastic. It has dramatically improved our practice and how we care for patients....
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Functionality and Upgrades
I like how when I order tests, Epic's system makes sure the tests aren't dropped, and we know when...
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Functionality and Upgrades
If I could change anything about the system, I would help the clinical staff with their...
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Implementation and Training
The training was okay from our host hospital. However, I would like to have additional training...
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Functionality and Upgrades
Epic's system does well with posting payments, and scheduling is also very easy with the system. I...
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Relationship
We have a representative from our host, and they are generally as responsive as they can be....
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Relationship
I would love to see our host be more flexible. I understand they have to protect the Epic system,...
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Functionality and Upgrades
We had an upgrade, and we were told very last minute about it. That was poor planning. I don't know...
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Functionality and Upgrades
We have some big problems that weren't a surprise, but they were very difficult to work around....
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Functionality and Upgrades
Because of the type of practice that we have, we have certain machines that generate data every day....
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ROI / Cost (care and feeding)
Epic's system is a vast improvement over the EMR we were previously using. The Epic system is...
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Implementation and Training
Training can be a problem. It is very difficult to get new people scheduled for training. That is...
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Implementation and Training
The implementation was great. Our host had a very well-informed team here on-site. They were able to...
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Service and Support
Epic's EMR has a lot of glitches. Sometimes when there are new updates, we have to figure the...
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Functionality and Upgrades
Using the system through our host site is horrible. Most of the functionality has been turned off,...
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Service and Support
The support people that actually work for our host are pretty great. They are responsive, and they...
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Other Observations & Comments
We have been actively looking to ditch Epic's system for the better part of a year now and haven’t...
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Relationship
I do not know how to leverage Epic's system to the best of its ability. Our host tries to answer...
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ROI / Cost (care and feeding)
The system is extremely antiquated. If someone is trying to run a lean business that is efficient in...
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Functionality and Upgrades
It would be nice if we had the ability to go into a patient's chart and use a search bar to find...
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Implementation and Training
There were just a couple of people at our organization who were trained, and our host did a good job...
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Functionality and Upgrades
When it comes to Medicare incentives and quality review document reports, the Epic system is 100% on...
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Functionality and Upgrades
With all of the charts in the Epic system, we should be able to navigate to the appointment list...
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Functionality and Upgrades
I would like to have the ability to see all of the departments' schedules in one place in the Epic...
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ROI / Cost (care and feeding)
I am satisfied with Epic, especially compared to the other vendors we were looking at....
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Relationship
Epic does a bunch of upgrades that we don't know about. They send out system-wide emails a couple of...
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ROI / Cost (care and feeding)
Our host was very good with us up front and told us what we needed. If I were to have a peer in a...
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Relationship
Our Community Connect host gives a lot of placations by telling us they will do something, and then...
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Functionality and Upgrades
I don't even know what upgrades our host has done. They send emails, but there are several...
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Relationship
We do not have the autonomy to make changes. We rely 100% on our host to do that. It is frustrating....
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Service and Support
The support and downtime are frustrating. I will go to do something, and things randomly won’t send....
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Relationship
I still don't know who to contact for what. I contact people I have worked with before that are...
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Functionality and Upgrades
I would like to have more data to be able to analyze what is working well for my patients, and right...
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Functionality and Upgrades
The pro of Community Connect EpicCare Ambulatory EMR is related to getting referrals from other...
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ROI / Cost (care and feeding)
I would not buy Epic's system again through our Community Connect host if we had a similar cost...
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ROI / Cost (care and feeding)
Our experience with Community Connect was not what we expected. There are always problems. The cost...
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Functionality and Upgrades
There are always problems that I encounter with upgrades. For example, when we used to do referrals,...
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Service and Support
We reach out to the support people by phone. Recently, I called the tech support people to tell them...
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Service and Support
I think there is a person that we can contact at the host. Most of the time, they will try to help...
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Service and Support
Whenever we ask for technical support or help, the host needs to fix things instantly or as soon as...
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Implementation and Training
We have never been trained on anything, and after any updates, we have to figure them out ourselves....
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Functionality and Upgrades
In the dashboards, there are tiny icons and words on the buttons. Everything is tiny, and I am...
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Win/Loss - Why they were selected (by current clients)
We chose the system because a peer told us that the Community Connect program would allow us to...
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Functionality and Upgrades
There are some glitches with the system that are very frustrating. The big thing with Community...
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Implementation and Training
When the system went live, the host sent people on-site to support us. We had people assigned to the...
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Service and Support
Since the implementation, we have transitioned over to virtual support. If we have a question, we...
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Service and Support
We are still having problems, and I wish the host had prioritized getting one of their team members...
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Implementation and Training
When we started with the system, we asked when we would start learning how to use the system and...
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Implementation and Training
When go-live day came, there were things we realized the host hadn't told us to do before we went...
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Lessons Learned
The system is hard to use, and it takes repetition to learn. I just keep clicking buttons to see...
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Functionality and Upgrades
I have been telling everybody about how wonderful the system is. It makes our lives so much easier....
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Sales and Contracting
We know up front what the costs are, so there are no surprises.
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Interfacing and Integration
Because of a lack of interfaces with another entity, we have to fax and upload some things. That is...
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Service and Support
The support for Community Connect EpicCare Ambulatory EMR is through a ticketing system. We actually...
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Implementation and Training
When we log in to the system, it gives us a heads-up when there is a system upgrade scheduled for...
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Functionality and Upgrades
I wouldn't say there is ongoing training, but the system is pretty easy for us to use. I was only...
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Interfacing and Integration
We wanted the ability to connect Community Connect EpicCare Ambulatory EMR to another system we use...
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Relationship
Our primary contact for the system sends monthly emails with any updates.
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Functionality and Upgrades
When we are checking in a patient through Community Connect EpicCare Ambulatory EMR, there are way...
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Interfacing and Integration
The vendor is doing a great job, and it is great to have an EMR system that is universal that we can...
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Implementation and Training
One of the ways that Epic could improve is by expediting things more quickly in terms of onboarding...
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Service and Support
The tip sheets are horrible, but I don't think they are updated anymore. They are worthless, and...
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Service and Support
Our host's support has changed over the years. We used to be able to call and get a person who knew...
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Functionality and Upgrades
The product is easy to use on a daily basis. It is simple to look at the patients' charts. The...
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Implementation and Training
When we first started using the product, there was great in-person training, but now we only have...
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Functionality and Upgrades
Whenever we have upgrades, our host changes things without giving us much information besides a...
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Service and Support
We have several issues that have not been fixed because getting tickets resolved is hard. When we do...
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Functionality and Upgrades
There is functionality in the system that hasn't worked from the very beginning. We were supposed to...
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Relationship
When I need things to be escalated, I can work with people from our host's organization at any level...
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Service and Support
I would encourage someone to do Community Connect, but I would tell them how the system works and...
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Implementation and Training
When the COVID-19 pandemic happened, our host moved to more remote learning, and then they had some...
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ROI / Cost (care and feeding)
An unexpected cost with the Epic system is adding on new providers.
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Functionality and Upgrades
The Epic system is complicated to use because there are so many clicks. There are around 24 clicks...
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Service and Support
I don't think there is any proactive support from our Epic host. They send out an email blast with...
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Functionality and Upgrades
I like the solution's precharge ability. I think that it makes a big difference to be able to start...
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Functionality and Upgrades
For the most part, the product is working well. I think that there are some things that we could...
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Service and Support
Our host site's support people still need tips and tricks for certain things. They don't necessarily...
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Service and Support
Our host is not prompt about returning our calls, and they are not always knowledgeable regarding...
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Implementation and Training
Ongoing training is an area where our host is lacking. The host could benefit from more...
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Implementation and Training
There is one person that has come in and helped do training who is very knowledgeable, and that...
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Future Outlook
The Epic system is going to be a part of our long-term plans. We don't plan on changing.
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Service and Support
When we have issues and reach out to the host site, the host is pretty responsive. When the issues...
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Interfacing and Integration
As far as using the Epic system on the practice side goes, I haven't had any issues because I am...
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Functionality and Upgrades
Right now, I feel like I need some changes made with certain things to meet our specifications in...
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Functionality and Upgrades
There are some little issues within the Epic system. With the internal faxing, I haven't come across...
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Functionality and Upgrades
From an organizational standpoint, it would be nice if the product were easier to personalize. We...
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Functionality and Upgrades
I am not sure why the product has both encounters and notes. Sometimes it can be hard to find...
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Interfacing and Integration
We have seen a point of frustration with the external labs. When we get the results, the host...
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Relationship
Our host is trying to keep their promises, but they don’t always do that in a timely fashion.
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ROI / Cost (care and feeding)
Nickel-and-diming was avoided up until we signed our most recent contract, and now there are a lot...
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ROI / Cost (care and feeding)
The system is pricey, but it is worth the access because it is the best way to prove outcomes for...
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Interfacing and Integration
There are some gaps with the system. The EMR we had before would text or email reminders to the...
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Technology
I was in practice when we still used paper, and I remember the transition to digital. Things are a...
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Interfacing and Integration
I would like Epic's system to integrate with my website a bit more. It doesn't integrate at all...
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Other Observations & Comments
Having bill-pay and scheduling reminders would be great if they could somehow go out via Epic's...
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Service and Support
There are always glitches with Epic's updates. Some glitches affect us, and some glitches don't. Our...
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Implementation and Training
Our initial training was awesome. As we onboard people now, a lot of the training is virtual, and...
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Functionality and Upgrades
There are a lot of regulations and goals that we need to accomplish, so we have to run some...
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Interfacing and Integration
If I put in orders for a patient, I would love for those to be able to go to any other hospital’s...
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Relationship
We get bulk emails that tell us what new Epic functionality is coming out, and those are rather...
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Relationship
Our host seems to respond fairly quickly to emails. If there is a major issue, and the host has to...
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Functionality and Upgrades
Getting access to reports can be a little tough. I love the banner that has all the quality...
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ROI / Cost (care and feeding)
There is a monthly charge. But the charge has been steady, and it isn't much for whatever the host provides....
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Functionality and Upgrades
The system is complicated, but it is very good. The product has many ways to get to one thing, and...
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Relationship
The system has so many things that we can use to connect with the patient and other physicians and...
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Interfacing and Integration
There are a couple of things in the Epic system that are lacking, such as integration with the...
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Functionality and Upgrades
The product is very user friendly. The Care Everywhere Network is great. We are able to see the...
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Interfacing and Integration
Community Connect has been an awesome tool, and the ability to have our records in with other...
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Implementation and Training
It takes a long time to set up the product, learn how to use it, and get used to it. The platform is...
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Functionality and Upgrades
If we had the opportunity, we would look at other options that allowed us to customize a bit more...
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Relationship
Our host added a new liaison position. The liaison works with the independent practices. We had a...
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Functionality and Upgrades
It takes a while to get what we need, but eventually, our host answers my questions and gets things...
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Functionality and Upgrades
I just don't think the host has been offering anything innovative. Everything is the same. There are...
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Functionality and Upgrades
Every system is different, so everybody has to learn EpicCare Ambulatory EMR, but it is pretty...
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Functionality and Upgrades
I like working with Epic's system. We came from a more specialized platform, but Epic's platform is...
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Interfacing and Integration
The main improvement I want to see with Community Connect the ability to access other EMRs to pull...
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Relationship
I have a person I can go to, and if they don't know how to get what I need, they find out in a...
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Interfacing and Integration
I wouldn't say Epic has unexpected costs. But we do have to supplement with other software because...
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Implementation and Training
We were very unhappy when we first did our implementation. I think that we were overwhelmed....
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Relationship
I have the phone numbers of a few of our host site's people. I haven't reached out to them in a long...
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ROI / Cost (care and feeding)
One cost that we didn't expect when we started with the system was the cost of printer ink. We are a...
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ROI / Cost (care and feeding)
Our host site offered us a credit card billing service that came at a large daily cost along with...
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ROI / Cost (care and feeding)
We manage our own network, so we are pretty savvy when it comes to IT. We learned how to do things...
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Implementation and Training
We had the worst training in the world from our Community Connect host. All of our training was...
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Functionality and Upgrades
There was an update made to the system, so when we are checking in a patient, we have to put in...
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Service and Support
Our host has a phone number that we call for IT help, and the IT people get back to us pretty...
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Service and Support
The only contact that I have with our host is our IT contact. There was an individual who actually...
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Win/Loss - Why they were selected (by current clients)
All of the hospitals in our vicinity are on Epic's systems. That was one of the reasons that we...
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Functionality and Upgrades
Epic needs to get away from the click mentality that they are in. Their modules aren't seamless. I...
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Technology
Epic doesn't deliver new technology at all. Their EMR is just a high-end version of an old product....
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Service and Support
Our host site's support has been excellent.
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Service and Support
Our host site's help desk lacks credibility and effectiveness. If we have an issue, then we can call...
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Relationship
We have an amazing account representative. If we have an issue, we can call them. It is nice to have...
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ROI / Cost (care and feeding)
There is now a cost for implementing the Community Connect software and getting trained, but that...
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Functionality and Upgrades
The EMR is great. The system gives our physicians key information and is really good for them. Epic...
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Functionality and Upgrades
We would like to be able to use the system comfortably without all the catches, different screens,...
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Functionality and Upgrades
With certain reporting in the Community Connect platform, there are limitations on what we can...
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Relationship
Our host is not proactive. We definitely need to call our host about issues. We have known for a...
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Relationship
When we contact our host with an issue, sometimes we don't get any resolution. I like the host, and...
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Relationship
We really don’t have enough access to our counterparts at our host. The only thing we can go through...
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Relationship
We have learned to work with Community Connect EpicCare Ambulatory EMR. There are other systems that...
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Functionality and Upgrades
I have talked to several different ambulatory offices that are trying to find a way to work through...
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Relationship
Whenever there is an update to the system, I review the information sent out beforehand to see what...
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Service and Support
I don't always get the resolution that I need from our host's support, but the ease of accessing the...
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Win/Loss - Why they were selected (by current clients)
We got dragged into going with the product because it was the only way for us to have a really good...
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Implementation and Training
The host does training online. We can go and read the help tip sheets.
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Functionality and Upgrades
In terms of the ability to look at the outcomes of patient interactions, Epic's EMR has a lot of...
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Relationship
I will put a ticket in with the host site, and they will come back and tell us that they reached out...
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Functionality and Upgrades
Epic did a huge update recently to make the system look more modern, but by doing that, some things...
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Functionality and Upgrades
Overall, the system is really robust, but it is meant for big facilities because they can drill down...
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Relationship
Recently, the host assigned us a person that I could call besides the people on the support team....
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Functionality and Upgrades
Our host should allow for more autonomy with things like adaptability for changing screens. We can...
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Other Observations & Comments
Different users have different experiences with the product depending on the parts of the EMR that...
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ROI / Cost (care and feeding)
We like Community Connect because we have people who understand the outpatient clinical process more...
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Functionality and Upgrades
We would like to see more ad hoc options on the reporting side of the system. We have to call...
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Implementation and Training
With all the time the system has been out, I am very surprised that there has never been a...
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Implementation and Training
If we have a new employee and want to train them on a particular thing, that specific class may not...
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Implementation and Training
The training process from our host is not great. It is very cumbersome. The trainings are boring and...
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Service and Support
We have to jump through about 17 hoops to get to the person that we need to speak with at our host...
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Implementation and Training
The people who we deal with for implementations are great. We reach out to them, and they get back...
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ROI / Cost (care and feeding)
Community Connect EpicCare Ambulatory EMR is worth the money.
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Functionality and Upgrades
I used to work at a different practice, and the setup for the Epic system at the last practice was...
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Functionality and Upgrades
There is something that I would like to change, but I probably can't because of HIPAA. I don’t like...
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Service and Support
If I need to make a change to the system, I have to always call the host's IT line for anything to...
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Other Observations & Comments
Our leadership hasn't determined whether or not we want to stay on the Epic system after our...
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Lessons Learned
If I were giving advice to a smaller practice about the Epic system, I would tell them to make sure...
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Future Outlook
The Epic system has gotten better as we have gotten more familiar with it. It is good. We have a...
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Implementation and Training
Whenever we hire somebody new, there is an additional cost to train them.
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ROI / Cost (care and feeding)
There have been a lot of additional costs associated with moving on board to the Epic system that we...
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Service and Support
On their dashboards, Epic does keep us up-to-date with any upcoming changes or any additional...
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Functionality and Upgrades
Sometimes Epic’s upgrades are not that great. We are still having issues. If I weren’t having these...
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Lessons Learned
Going into this project, we had our own person that was going to set up the systems and everything...
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Functionality and Upgrades
The negative part about the system is that the system's reporting is not very user friendly. When I...
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