Epic Patient Engagement Platform Commentary
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Subject Expert
Steve VanWagenen
Engagement Partner
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User Commentary
Operations
In terms of workflow best practices, Epic doesn’t really have a formal training program, but they...
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Loyalty, Relationship, Product
Epic is working on development for Cheers. I don’t think they’re going as fast as we would like....
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Product
With Cheers, there’s not much customization we can do outside of a couple of things like automation...
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Loyalty, Relationship
Epic is technology first. They make sure we get our support. We have a dedicated person to help with...
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Loyalty, Product
Welcome is an amazing product. We have been using Welcome for quite a few years. It has only been...
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Loyalty
Our organization did not really want to move toward the Welcome kiosks, and that feeling was more on...
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Loyalty
I love how easy Welcome is for patients. It offers so many things. There are so many things we are...
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Loyalty, Relationship, Product
In the last two years, Epic has been offering such amazing products and applications that do many...
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Product
People should just use the functionality they’re already paying for with MyChart Bedside. A lot of...
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Product
With MyChart Bedside, we are having a pretty big bump in the numbers. The project is pretty well...
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Loyalty, Relationship
I think the chatbots will help a little bit with engagement with Patient Financial Experience. We...
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Product
Our patients love paper statements. So while we can provide them e-statements with Patient Financial...
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Relationship, Product
Epic’s vision and road map look great. I just wish they would speed things up.
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Product
MyChart Bedside is what it is. It works for what it is. Our whole hospital runs on Epic, so...
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Operations
The training for MyChart Bedside is basically done employee to employee on the units where we have...
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Product
We are finally getting some of the things we wanted to see improved in Cheers. One was the ability...
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Product
With Cheers, I like the ability we have to track first-contact resolution and the reasons for...
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Product
When patients call in, we use new cases that have topics and subtopics, so we can classify our calls...
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Product
I have not seen a lot of innovation coming from Epic for Hello World. I may not be hearing about it,...
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Relationship, Operations
If someone asked me about Hello World, I would tell them to be cautious. I would ask about their...
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Product
In Hello World, I like the way the features are built, especially where patients can text to pay. If...
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Product, Value
Hello World comes preboxed with translations, but if we do not use the exact language provided, we...
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Loyalty, Product
With Hello World, we can do a text-to-pay option. The system can send the statement, and the patient...
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Value
In terms of our satisfaction with the impact that Epic's system has on our organization’s cost to...
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Product
Right now, in the Epic tool, we can send MyChart messages, which behave like emails. I would like to...
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Product, Value
I like that the Epic system allows self-serve capabilities for patients. It is probably the reason...
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Operations
The training from Epic for the solution is usually just Nova notes. We have to handle training...
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Operations
Epic doesn't do a whole lot of training. We kind of have to figure the system out ourselves.
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Relationship, Value
Epic can sometimes be dismissive of issues and say that something is in development or that we are...
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Product
I think we could do better with how we’ve implemented MyChart Bedside. Epic has a feature called...
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Culture, Value
Epic changed their pricing model so that if someone has a MyChart account and gets admitted, they...
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Product
Some of our leaders have lamented the fact that we can’t use Hello World for mass communications,...
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Value
Hello World is competitively priced. However, as more AI-related features are introduced, Epic is...
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Loyalty
There are no plans to change from Hello World. The biggest win for going with Hello World is the...
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Relationship
With Hello World, we have a good partnership. When we have issues, Epic engages pretty well. The...
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Operations, Product
Because Hello World is so much of a patient-facing tool, it is inherently and intuitively usable....
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Product
MyChart Bedside gives patients the ability to understand their inpatient admission, like the flow of...
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Product
MyChart Bedside is another application within MyChart. If a patient is admitted to the hospital,...
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Product
Epic is doing shadowing and immersion journeys. They send their teams in to observe the experience...
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Relationship
As far as Epic’s support goes, we have to reach out to them. They do not waste time, and they will...
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Operations
Epic will help us train our staff so that the team can continue the training. The only thing is that...
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Product
Currently, the process to assign and unassign a general-use shared tablet, specifically for patient...
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Culture, Value
Epic has improved their pricing for customers using the MyChart portal as an enterprise solution to...
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Product
Epic does a pretty good job and offers a pretty robust product with the Patient Financial Experience...
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Product
One of our biggest pain points with Hello World is communicating with minors. To send reminders to...
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Product
Hello World is good for communicating with patients. We have not had any problems with it and use a...
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Relationship
Epic is generally on top of things, although there are times when certain problems cannot be solved...
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Relationship, Product
There are still a few features from Epic that we are waiting on. It took a long time for Epic to...
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Value
Epic is expensive. But for what we pay and how we use Epic Telehealth, it is working well.
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Loyalty, Product
We have been advocating for breakout rooms for a while. We want the ability to be in a video session...
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Loyalty, Relationship
Epic shares their vision, and we understand where they are headed. They follow through on delivering...
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Loyalty, Product
There are some small, nuanced things that Patient Financial Experience does not do well. One example...
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Loyalty, Relationship, Product
Epic is continuing to integrate more AI features into their core functionality. As a result, we are...
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Product, Value
We can get messages through our system more quickly by using the CRM module. We had to tweak it so...
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Value
It is a little hard for me to say whether we get our money’s worth with Epic. I would say it is...
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Relationship
With Epic, there are a lot of touch points and a lot of support when we have problems. As an...
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Operations, Product
Epic is usually on target. Unlike with other vendors whose upgrades sometimes seem like downgrades,...
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Product
Cheers is for campaigns. It smartly takes each process. For example, we can write a report, find...
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Loyalty
What I’m excited about is that Epic has come quite a long way with the reporting capabilities within...
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Value
Epic is expensive, so that has to be taken into account, but they would be way more expensive if we...
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Operations
Epic does a good job of preparing us for the perfect or ideal scenario. That is not always...
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Loyalty
If I were talking with someone at a large health system, I would tell them that Epic is the...
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Loyalty, Relationship, Product
Epic consistently delivers. It is not often that one of their new developments isn’t working as...
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Relationship
When we need their support, Epic is very engaged. But some of the things that we want them to help...
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Relationship, Product
Epic is the best out there. There is no perfect solution, but compared to what other vendors like...
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Value
Coming from having used other systems previously, we’re absolutely getting a return on our...
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Value
Epic doesn't really charge for a lot of extra things, like new functionality. There is one area that...
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Product
There are some use cases that I would like Epic to implement, but overall, Patient Financial...
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Product
Epic is widely adopted, especially in our state, where it is used by the majority of large health...
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Culture, Value
Epic is sometimes not clear or transparent with ongoing charges.
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Loyalty
The system's capabilities are strong. The plan is to eventually move the perioperative teams over to...
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Relationship
Epic’s support team requires us to call in and get into a queue, so the response times are not as...
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Relationship, Product
Epic is really good to work with. They have a lot of strong resources, and the integration piece is...
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Product
Hello World is a great tool. It's constantly developing, and the best part is that we don't need a...
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Operations
There's nothing wrong with Epic’s training, but it's different. Hello World is more for...
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Loyalty, Product
Hello World is continuously growing, and we're implementing more with it, like rescheduling via...
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Relationship, Product
With Epic Telehealth, Epic has been much faster in terms of making improvements. It seems like...
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Product
With Epic Telehealth, we have better integration. We always like to use Epic if we can and get rid...
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Relationship, Product
I really can't think of anything that Epic could do to make the solution more impactful. They have...
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Loyalty, Value
Epic Patient Financial Experience has taken out some administrative burden. I’m not ecstatic about...
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Product, Value
Not all the tools from Epic Patient Financial Experience directly affect the collection rate. For...
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Loyalty, Product
It is nice that I do not have to think as much about integrations with other vendors. Many vendors...
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Relationship, Product
With Epic, it is hard to find the balance in the pace of development and innovation, especially with...
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Relationship, Operations, Product
Epic is very module specific. If we have a project that crosses multiple modules or is new to Epic,...
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Operations
We are a little more on our own with training, and it isn't formal, so we have to go find the...
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Product, Value
Epic Patient Financial Experience is very robust. There is a lot of self-service, so there are a lot...
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Value
Epic Patient Financial Experience has definitely had a positive impact on our collection rates...
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Relationship, Operations
What stands out to me is Epic’s partnership and engagement with support, as well as the resources...
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Value
With Epic Hello World, Epic is really pushing for us to have a certain cadence of messages that we...
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Relationship, Product, Value
Epic Hello World is fully integrated with our other Epic solutions. We are in control of any issues...
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Culture, Value
Epic’s pricing is phenomenal compared to what we were paying; it is also significantly better than...
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Loyalty, Product
How integrated everything is in Epic's software is really powerful. The integration is why we go...
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Product
For Welcome, I'm more focused around the e-consent capabilities, which use Welcome. It is still a...
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Loyalty, Relationship
Epic is great. There are always things they could do better, but they have a great system. I get to...
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Product
I would totally buy MyChart Bedside again. What I would have done differently with MyChart Bedside...
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Loyalty, Product
Epic Hello World’s capabilities are trending up. Epic is starting to do some more with AI, and that...
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Operations
No one ever learns everything with Epic's training.
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Loyalty, Product
MyChart Bedside does everything that those patient engagement solutions on the inpatient side do....
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Loyalty, Value
The one big thing that happened with MyChart Bedside is that Epic changed the pricing model. The...
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Value
Every single thing that Epic is developing right now seems to be agentic AI. Epic developers have...
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Operations
We had to create our own training materials for MyChart Bedside, because we had to train our...
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Loyalty, Value
If people have Epic for the clinical side, they pay millions of dollars for it, and they have to...
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Relationship
Epic is pretty good about developing, listening to our problems, and making new things.
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Product
One of Epic Telehealth's biggest strengths is its balance between being robust and being user...
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Product
I like how comprehensive and dependable the system is while still being easy for patients to use....
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Loyalty
Looking ahead, we have an opportunity for Epic to enhance the platform by expanding the range of...
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Product, Value
From a patient perspective, the system's interface is intuitive and straightforward. It helps...
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Operations
What is interesting with Epic is that we actually have to develop our own training programs for Epic...
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Relationship, Product
Epic is usually on the cusp of implementing something that another vendor or boutique vendor has...
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Operations, Product
One positive of Epic Patient Financial Experience is that it is an integrated system. If an...
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Product
One challenge we have with Epic Patient Financial Experience is that a lot of things are dependent...
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Product
We just want out-of-the-box things that can be used for our individual campaign. I don't know what...
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Product
We haven't really gotten to the point where we are leveraging Epic Hello World well enough. Positive...
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Relationship
Epic knows me and knows my organization. They have solutions, they take my calls, and they are...
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Relationship
Epic is always great to work with and listens to the providers. I always enjoy working with them....
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Relationship
With Epic, their lack of support largely comes down to their size. They listen and gather the...
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Operations
For Epic Telehealth, training is mostly tip sheets and internal materials. From the Epic side, there...
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Loyalty, Product
I would recommend Epic Telehealth only for organizations already on Epic. For those using Cerner or...
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Operations, Product
One item Epic could improve on is the breakout-room capability. I know the vendor supports large...
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Operations
I think highly of Epic's training overall. There is usually some organization-specific work required...
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Relationship
In general, compared to the industry, Epic continues to provide exceptional support. That is...
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Product
I think the biggest benefit of Cheers/CRM, like many Epic products, is its native integration with...
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Product
Cheers/CRM has come a long way, but it isn't fully where we need it to be yet. Some of our...
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Relationship, Operations
In our organization, we are disconnected from the Epic team and the training. At least with what I...
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Relationship, Product
Obviously, Epic is doing a lot in their EHR to update things, but MyChart Bedside has been static...
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Product
We are an Epic hospital. We think patients should have access to their clinical information, and...
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Product
We would like more customization with MyChart Bedside. A lot of it is very out of the box. So if we...
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Product
The product is doing well at what we need from it. It is a useful product in the clinical space....
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Relationship
Epic’s service is pretty good. We have not had any issues, but because of the scale of Epic, I don't...
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Product
Another system we use has a scribe feature, which is nice, so having the ability to do an ambient...
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Product
Epic is pretty aggressive in their development, and they are a great company. Epic Telehealth is...
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Value
While Epic’s scheduling-related texting capabilities exist, there are additional costs associated...
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Relationship
I view Epic's support very positively overall. While the support is more of a partnership than...
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Product
One concern is minor but matters to some users. Epic Telehealth has limited virtual backgrounds....
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Product
With Epic Telehealth, there are some limitations around group documentation and group visits. We...
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Relationship, Operations
We recently went through a system implementation, and the experience was very positive. Epic has...
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Product
I like that our CRM system is fully integrated with the other Epic modules. That creates strong...
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Product
The system could have better interoperability with our IVR and telephony system. For example,...
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Loyalty, Product
Epic’s road map aligns well with our use cases. We are not just focused on patient calls; we are...
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Value
It is not always transparent where Epic is in their timeline for their upcoming features. Their...
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Loyalty, Relationship, Value
In the last year, Epic has added the chat feature, and they have added a transcription capability...
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Loyalty, Product
Epic Telehealth isn't really moving much. However, I don't think there are any enhancements I would...
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Relationship
Epic is very responsive. The knowledge level of the people we get on the phone is high. Typically,...
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Value
If I look at third-party products and support of third-party products compared to the cost of...
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Operations
We have really been focusing this year on moving some components to Epic Patient Financial...
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Product
The biggest thing for Epic is that the EHR is really large, so some of the tools can lag a bit. When...
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Product
Welcome suits our needs in most areas of our company. We use Welcome in a unique way, so we have a...
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Relationship
Epic meets with us whenever we want. We meet with them regularly to review our issues. In addition,...
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Product, Value
With Epic Patient Financial Experience, if we schedule correctly, if the doctor is enrolled...
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Loyalty, Product
There are things at each institution that require deviations from Epic’s standard build, and Epic is...
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Operations
Epic has really good people, first and foremost. They get things done. They are all young, really....
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Loyalty, Product
Electronic authorization tools is an area where Epic is really pushing forward. They are trying to...
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Relationship
We get what we need from Epic. We usually just call someone, but the issue often has to be elevated....
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Product
When we bring on another aspect of the Epic system, not everything is always anticipated. There are...
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Product
In Welcome, we would like to track out-of-network classifications and have tighter controls, and we...
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Operations
We use Epic's training module, but sometimes the videos can be a little generic. I understand that...
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Relationship
We do a weekly TS meeting with Epic. They are always available if we need them. We use web support...
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Loyalty
I'm pretty satisfied with what we have in our current state and where we are going with the road...
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Operations, Product
The solution does what we need it to, but there is a lot of optimization we can move forward with....
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Operations
We are trying to rally a lot of our departments to really embrace Welcome. I recommend the system...
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Loyalty, Product
We like to create our own workflows. That is challenging when a product isn't built for that. I am...
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Loyalty, Value
I think we could get more of our money's worth if we were to ever move Welcome from a tablet to an...
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Operations, Product
I wouldn't buy the system again. Technology is advancing quickly. Young people are usually okay with...
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Relationship
Epic's support has been great. Our Welcome team is wonderful. The vendor is really proactive. We...
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Product
Welcome is a good self-service registration tool. It does the basic registration needs, but...
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Product
Welcome's integrations with other Epic systems are not as robust as one would expect. Best practices...
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Product, Value
Welcome is an essential component to allow patients to complete multiple previsit questionnaires on...
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Product
We have not been able to drive the adoption that we had hoped. There are many points along the...
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Product
We use Welcome for our check-in kiosk and our patient-entered questionnaires. The tool has been very...
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Product
The people at our organization that use MyChart Bedside love it. The feedback that we have gotten on...
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Product
Sometimes, the communications between the inpatient and outpatient areas can be a little direct. The...
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Product, Value
Welcome is a great tool when it comes to assisting with implementing patient self-arrival workflows...
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Loyalty, Relationship
As an Epic customer, we attempted to use all of the native Epic functions before looking at an...
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Relationship, Operations, Product
Epic does a great job on their upgrades. Epic is truly defining the market and thinking outside the...
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Product
I got my ear bent at a holiday reception about how much the patient financial experience has...
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Operations
We have been online with Epic for several years, and we do the training in-house now in terms of...
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Value
Epic Patient Financial Experience is expensive. Epic is expensive.
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Relationship, Product, Value
Epic's system is the best in the business. I don't think there is a better solution out there. But...
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Culture, Product
We like using Epic's solution. From a workflow standpoint, we don't have to manage a third-party...
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Loyalty, Product
There are some small features that would be nice to have in MyChart Bedside. For example, patients...
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Relationship
The system has a lot of potential. We are early adopters, and while there are bumps, Epic has been...
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Operations, Product
To be successful in implementing MyChart Bedside, we need to plan carefully and roll things out...
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Product, Value
With MyChart Bedside, the shift from tablet to TV has been wonderful. The tablets were problematic...
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Product
If we have patients who use MyChart already, then there isn't much difference in having MyChart...
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Operations, Product
We didn't implement the solution to its full capacity. We just implemented it for the video feature....
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Relationship, Value
Epic’s support team is worth its weight in gold.
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Loyalty, Product
If Epic makes all the changes we want, and we figure out how to leverage MyChart Bedside better...
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Product
We want there to be positive things for family members to see in MyChart Bedside so that they can be...
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Product
When we do things right operationally, we harness a lot of benefits. We try to make sure that the...
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Loyalty, Product
We would really like MyChart Bedside to be more like other mobile hospitality apps. For example,...
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Operations
Epic has been incredibly engaged, but some things, like the implementation services, have been...
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Product, Value
There is a general version of MyChart Bedside, and that is what the solution flips to when someone...
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Product, Value
We have a lot of functionalities that we need for MyChart Bedside to really be a good value for our...
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Loyalty, Operations
Epic has upcoming features that we are interested in, but they aren't here yet. As the foundation of...
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Relationship
We have an ongoing relationship with Epic. They are very good at relationship management.
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Loyalty
We switched from another system to MyChart Bedside. But at an Epic conference, we saw MyChart...
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Loyalty
Other systems have better user interfaces, but even as a financially stable organization, we felt it...
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Operations
MyChart Bedside is pretty straightforward. There is nothing that Epic does that brings any kind of...
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Culture, Value
Epic bundles all their MyChart capabilities, and then they price them based on one capability....
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Product
The great thing about MyChart Bedside is not just the ability for any clinician anywhere in the...
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Product
There is a large difference between MyChart and MyChart Bedside. Epic needs to align their...
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Value
We are an enterprise customer now. I would think that there wouldn't be a big charge for coming...
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Product
There are so many different ways to do something in Epic, and we wonder if we could make it easier...
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Loyalty
Epic is on the mark and moving forward when it comes to new technology, but sometimes we want...
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Relationship
Epic’s support team is just a phone call away, so I'm extremely pleased with the support we receive....
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Loyalty, Value
We have no regrets at all about going with MyChart Bedside. There are bumps because it is a new...
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Culture, Relationship
Epic is constantly giving their customers sneak peeks of what is in development and what they tend...
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Relationship, Operations
With Epic Patient Financial Experience, most of our support comes from our own internal Epic support...
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Value
Epic's business model continues to evolve. Recently, we have seen them start to add more fees for...
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Value
At one point, Epic was charging for MyChart Bedside, and now it is part of our package.
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Operations
Epic’s training can be broad, and that doesn't work for our specific organization, so it would be...
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Product
There is thought being put into MyChart Bedside and how it is designed for usability and things like...
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Product
MyChart Bedside as a whole is designed for patients. It is designed to be usable, but the patients...
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Product
If someone comes to us from another organization that doesn’t have Epic, we have trouble getting...
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Relationship
We go to Epic with problems, and I have yet to hear of a situation where they have told us about...
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Relationship
Epic’s timelines are kept vague, or they say something will be at such and such time, and then it is...
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Product
The core capabilities of MyChart Bedside aren't there. Epic relies on third parties to do some key...
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Value
MyChart Bedside doesn't cost me anything extra since it is a part of the MyChart subscription.
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Relationship
We have had Epic’s developers on-site, and they have done crazy things to get us what we need to...
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Loyalty, Product
We need MyChart Bedside to integrate with the TV and the devices that the system is hosted on. I...
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Product, Value
Our sign-up and usage rates with MyChart Bedside are not where we want them to be. The rates vary by...
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Operations, Product
A slow and measured rollout is key to getting nurses settled into MyChart Bedside. We kind of used a...
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Operations, Product
Our staff members who were users of MyChart had an easy time navigating this solution. However, it...
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Relationship
We had a string of technical support people from Epic who didn't stay with us very long, so they...
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Product
If we are upgrading multiple times a year and almost always have an issue to solve, then we know...
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Operations, Product
There are pretty significant gaps in out-of-the-box foundation content in Epic Hello World, but a...
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Product, Value
The patient engagement aspect of the application is very strong. Patients are able to see all of...
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Product
The system's workflows could be a little more user friendly for nurses. The workflow with iPads...
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Product
As we have done updates, the application's quality has improved, and we have been very pleased with...
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Loyalty, Product
MyChart Bedside is a product that is offered by our EHR, so the integration is automatically going...
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Operations
We don’t really need much in the way of implementation services, but the implementation was quite easy....
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Culture, Loyalty
Epic has released a functionality to create their own preservice payment plan. We are just waiting...
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Product
There are so many caveats with automation rules, getting benefits in, and running batches in Epic...
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Product
Sometimes Epic makes things seem easier than they are in Epic Patient Financial Experience. We...
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Relationship, Product
We have a financial clearance call center from another vendor. If we could get something integrated...
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Product
The system's user interface really requires a lot more. It isn't quite as intuitive as I would like.
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Relationship
The few interactions that I have had with Epic’s support people have been very good. They know what...
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Product
Cheers is the core of our platform and of a lot of our business. It is a complete platform, and it...
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Loyalty, Product
There are a couple of upgrades we would like to see in Cheers. For example, there are things that I...
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Product
Epic Hello World is just the engine below the solution that has all of these branches that live in...
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Loyalty
We are looking for Epic Hello World to catch up with some of the offerings in the market that use AI...
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Loyalty, Relationship, Product
Epic saw how we use Cheers, and they are working on a custom development to help us. I'm excited to...
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Product
I'm happy with Cheers. The product quality and the upgrades have been good. Overall, the...
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Value
There was no increase in cost for us to move to Cheers because we already had some teams using it....
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Loyalty, Product
The data in Cheers is not in real time, so we are struggling with the data piece. There is a lag in...
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Relationship, Operations
Epic did an immersion trip for our team, so they shadowed our workflows and gave us suggestions for...
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Relationship
Epic has always been good to me. Anytime we open a help desk ticket or send an email, I get an answer....
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Loyalty
We moved to Cheers to consolidate our workflows into Epic, streamline the user experience, and...
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Product
Epic Hello World is very simple. Sometimes I have to go look at things separately. If I see a...
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Operations
When we were relatively early with our implementation and some issues around scheduling reared their...
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Product
The Epic Hello World system is easy to use. We can easily pull data from our system, figure out the...
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Value
With Epic Hello World, I know exactly what my conversion rate is. I know how many more cervical...
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Product, Value
The system functions well enough. It is a reasonable solution within Epic's suite that allows our...
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Value
Epic really wants us to use their system, so they purposely make it hard for third-party vendors to...
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Product
If end users are using their own devices, then the system is pretty easy to use. However, if they...
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Relationship, Operations
Epic gives us care concerns and will tell us when people are having issues with something. Also,...
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Product
Sometimes, other languages don't flip over fully within the system if we are using our own devices....
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Product
Epic makes organizations stick with the foundational product, but we need additional flexibility....
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Value
Epic has hidden fees and is very expensive. However, I don’t know how much each module costs, so I...
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Relationship
We have asked Epic for several things, like different links and reporting functions, and they have...
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Operations
From a training perspective, Epic Hello World was just up for us. It wasn't like Epic did anything....
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Product
I'm not happy with Epic Hello World. It has a lot of challenges, and getting insight into what is...
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Relationship
I really don't think Epic does a good job with support, and that is because I'm not an analyst, so...
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Relationship, Operations
Epic is proactive when they are trying to get us to implement new things or do their checklist, but...
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Product
I'm going to rate financial experience a little bit lower in terms of the technology meeting our...
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Product
There are some things we heard Epic could do that they can't do. Our former product could work...
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Relationship
We have a several-month lag for anything we have from Epic. As soon as something comes out, we wait...
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Relationship
Normally, we have a technical specialist for support that Epic assigns to us. Regarding executive...
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Relationship, Value
Epic has some risk sharing. So if someone achieves things that Epic says that person will achieve,...
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Product
The system is seamless to end users. The end users don't even know what is happening behind the...
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Relationship, Operations
Epic drives tangible outcomes as long as the right people are at the table. A lot of their hiring...
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Loyalty
We would definitely purchase the system, but I would have waited. A lot of the time, we think the...
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Loyalty
Breakout rooms are the number-one thing we want to make Epic Telehealth more impactful. Epic is...
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Product
We have had many incidents of downtime with Epic Telehealth. When we got Epic Telehealth, we took...
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Loyalty, Product
In terms of integration, Epic Telehealth is still lacking. We are waiting on new technology. Epic is...
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Operations
Training for Epic Telehealth is definitely something that Epic needs to improve. It felt like we...
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Product
I wouldn’t buy Epic’s video client for probably another five years. Their video client is relatively...
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Product
Epic Telehealth does separate workflows for certain visits. That is a little confusing.
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Product
Epic’s prices are great. And there is a seamless integration across all Epic’s products. We don't...
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Culture, Product
There is a full suite of what can be done. Underneath Epic Patient Financial Experience are many...
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Product
Epic Telehealth doesn't have a way of randomizing which patient is assigned to which provider. We...
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Relationship
Epic has good communication when we have issues on the Epic Telehealth side, but not as much when we...
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Product
There are some opportunities to improve the interpreter workflow with Epic Telehealth, as well as...
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Loyalty, Product
In Epic Telehealth, there are a lot of steps for some patients, specifically during the online...
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Loyalty, Relationship, Product
We don’t really have that much line of sight into what Epic is working on, where they are moving,...
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Loyalty, Product, Value
MyChart Bedside hasn't had a huge impact on our nursing staff members because those people have been...
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Operations, Product
MyChart Bedside is very easy to use, but I know that people get frustrated about using it,...
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Operations
Overall, Epic's training is very helpful and well thought out. Whenever the vendor puts in something...
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Product
It is super easy for patients to get connected to MyChart Bedside. When patients are admitted to the...
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Operations, Product, Value
We do education for patients in MyChart Bedside. Patients can view things and then answer questions,...
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Operations
Epic gives such high-level training, and it does not really provide us with information on what we...
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Product, Value
The impact on our collection rates has been positive. Lots of patients use MyChart and the portal to...
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Operations
We were used to go-lives with Epic’s other solutions, so the implementation with Epic Patient...
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Product
I wish Epic had AI for Care Companion so that when we sent a survey out, we could tell the severity...
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Relationship
Epic rates at the middle of the road for proactive service. That is funny because we have our own...
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Value
Epic doesn't charge us for every little thing, and Care Companion solves some problems for us. The...
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Product, Value
When patients use MyChart Bedside, they absolutely love it. The challenge has been getting...
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Product, Value
When staff members notice their patients using MyChart Bedside, they recognize its value. MyChart...
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Product
There are some limitations and build burdens that make it hard to do everything we would like with...
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Product, Value
We haven’t seen any impact on our patient experience metrics from using MyChart Bedside. Both...
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Operations
I don't feel like Epic brought anything relevant, or brought any materials or resources, for...
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Relationship
Overall, Epic’s support has declined somewhat. It has become harder to reach people and get...
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Loyalty, Product
MyChart Bedside has been pretty stagnant. The main boost came when patients could access the MyChart...
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Operations
Overall, it was easy for us to roll MyChart Bedside out, as long as we had the key people in our...
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Product
We have heard good feedback from the patients who have accessed the MyChart Bedside mobile version....
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Relationship
The quality of Epic's support depends on who we get. For Cheers/CRM specifically, I don't know who...
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Value
When we started with Epic and were smaller, we got our money's worth without question. Then we...
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Relationship, Value
We are paying a subscription for everything extra that we are using. Epic is getting money, but they...
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Relationship, Product
The best thing Epic does is drive outcomes. While Epic can be frustrating, I end up tolerating them...
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Culture
Epic definitely doesn't keep all of their promises. The things we see in sales cycles and demos...
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Product
Cheers/CRM has really great internal integration with Epic's other systems. That is what we are...
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Product
I am happy with Cheers/CRM, but a lot of people want more functionality. I feel like Cheers/CRM...
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Loyalty, Product
We have access to another CRM product. We reference that product, but we are kind of persnickety,...
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Value
Epic doesn't avoid charging for every little thing. That is my current grumble with them. We have...
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Product
The problem with Epic Telehealth is that it isn't always intuitive. We don't know exactly what we...
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Product
Epic Telehealth has matured. It is better than it used to be. Most of the doctors I work with are...
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Loyalty, Product
The problem I have with Epic is that they are a mile wide and an inch deep. They have cool new...
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Relationship
Our Epic BFF is very responsive, and they come on-site to map things out and help us understand what...
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Culture, Value
Epic does nickel-and-dime us because Epic Telehealth is license dependent. A lot of things are part...
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Product
We would like to have integrations of all channels, including telephones and the AI chatbot, to make...
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Product
Cheers/CRM supports integration, being an Epic product, and I think that is its biggest advantage....
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Product, Value
Epic's system is so darn expensive and can sometimes be a pain, but overall, I would still recommend...
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Relationship
The challenge with Epic's support is consistency. In the past, there have been pockets where...
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Product, Value
Our nurses are having issues with trying to register devices with the solution. There are technical...
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Relationship, Product
This isn't really an Epic issue, but we have had some network connectivity issues that have posed...
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Product
When fully integrated, MyChart Bedside does a lot of nice things for patients. I like that it gives...
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Relationship
Our BFFs from Epic try very hard to be responsive. They are doing the best they can. However, Epic's...
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Loyalty, Product
There are a few different things that we use Epic Telehealth for in the inpatient setting. We have...
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Value
Epic nickel-and-dimes us, but they have different programs now, so they are doing different pricing...
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Product
Epic Telehealth is stable and directly inside our Epic workflow. The solution is not complicated...
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Product
Over the last while, I have been really pushing for Epic’s inpatient solution, particularly in...
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Product
Epic Telehealth comes with Epic, so Epic users are already paying for the solution. I would not buy...
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Product
One thing we would like to see in Epic Telehealth is the ability to do breakout rooms for group...
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Loyalty
Epic Telehealth's strength is its reliability. One of the reasons we moved to Epic Telehealth and...
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Operations, Product
Things seem to be going well. The product is fairly easy to use. The issues that people mostly run...
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Value
Epic’s system seems to be fine. Prior to using it, we had another system running that did the same...
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Relationship, Product
Epic is continuing to evolve their software, so I do appreciate that Judy does not sit still. There...
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Operations
There is always some stuff that is lost in translation because the folks at Epic are not living the...
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Product, Value
Most of our patient payments are electronic now. They are coming through MyChart. So MyChart is...
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Product
If someone can cruise social media and consume brain rot on the internet, they can use an Epic tool....
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Operations, Product
Epic has basically got their upgrades down to a science. They have quarterly upgrades. The only...
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Relationship
There is still a lot of work that Epic could do in a customer success kind of role. I don't think...
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Relationship, Product
Epic is kind of like Apple; they are fantastic at what they do, and they know it. Their product is...
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Relationship
I would rate the support at the top of the scale if someone has a BFF or technical services. A lot...
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Product, Value
I don't know that anyone can really convince a patient to pay or not pay. We can make things simpler...
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Product
The solution is highly effective. If it weren't right, it wouldn't be the standard. MyChart can be a...
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Relationship
People have to know who to talk to at Epic. I think when we do a survey and talk to other...
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Product
It is a minor thing, but it bothers me because we are so used to using remote tools these days. The...
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Loyalty, Relationship, Product
Epic is on the very good side of vendors that we deal with. Epic Telehealth is fully integrated....
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Relationship
Epic is really responsive, and they have good options for logging tickets. They are also really good...
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Operations
I like Epic's training model, but Epic Hello World is a new platform. Their training materials are...
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Loyalty, Product
There are a lot of things out there that other vendors who exist in this space can do. I suspect...
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Relationship
Epic's support is outstanding. I am highly likely to recommend Epic Hello World because Epic rapidly...
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Product
I like Epic Hello World's integration with other Epic systems. Things are pretty seamless. I don't...
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Product, Value
Epic Hello World has allowed us to enhance our patient financial experience. The product is still in...
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Operations
We received pretty good support from Epic for our go-live. We haven't received much ongoing training...
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Loyalty
We are on an old version of the CRM system, and once we upgrade to the contact hub, we are going to...
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Product
The biggest strengths of Epic's CRM system are the ability to capture things outside the medical...
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Loyalty, Operations, Product
One annoying thing from the build side was the early version of the CRM system, and I haven't really...
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Loyalty
Our operational reason for rolling out the CRM system was that if a patient called and said that...
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Loyalty, Product
The feedback we initially received about Epic’s CRM module was the nurses saying it had too many...
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Product
The CRM system is not built into everyone's security, and that is a security issue. We have...
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Relationship, Product
Our own issues with the CRM system are completely related to the fact that there are not enough of...
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Relationship
The people at Epic and our technical specialists (TSs) in a few specific areas are amazing. We meet...
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Operations
Epic could have given us more time for our implementations. They could have given us the ability to...
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Operations
No training was provided to us. The vendor gave us a lot of training tools and tip sheets to give to...
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Product, Value
Epic Hello World meets the needs of our big organization. From a patient standpoint, it helps us...
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Relationship
Our leaders have complained about our collaboration with Epic and how it has not been good. I have...
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Loyalty, Operations
Epic Hello World is a good tool. I am a strong proponent of anything that makes the patient...
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Product
Welcome is easy to use for patients doing self-registration. It is pretty self-explanatory for them....
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Loyalty
We like the fact that Epic's suite is all one system for managing patient care. There is a health...
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Product
The blurred background was previously removed due to it creating a security risk. Providers continue...
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Loyalty, Relationship, Operations
We have had difficulty implementing clinic-to-clinic telehealth encounters recently. We are...
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Loyalty, Relationship, Product
The specific and tangible benefit that our organization has realized by using multiple solutions...
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Relationship
Epic is very responsive. It usually only takes one phone call to resolve an issue.
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Loyalty, Relationship
A lot of people from our organization went to Epic's UGM conference and really got to see what Epic...
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Product
MyChart Bedside seems intuitive to me, but the feedback I get from patients is that it is not as...
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Loyalty, Product
Everything is working well in Epic's system. Epic has spent multiple years with the patient...
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Loyalty, Product
The product expanded what we could do. There were limitations with what we were doing, and with Epic...
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Loyalty, Value
Our goals have changed. We have been looking to give patients more options, and Epic Hello World is...
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Culture, Loyalty
The IT team maintains the contracting and the build for the product. The operational owners own it,...
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Product, Value
One of the things I really like about Epic Hello World is that when we are using the Fast Pass...
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Loyalty, Relationship
We had a leadership meeting with all the leaders across the system, and they specifically called out...
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Operations, Product, Value
The product really helps with outcomes. We have hundreds of providers, and they are trying to get...
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Product
What I really like about Epic Hello World is the ease of use for patients. The system is not super...
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Product
I want to see improved capabilities for more ad hoc messages and ad hoc things that we can do. With...
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Value
The pricing model that Epic has with Epic Hello World has saved us a tremendous amount of money....
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Product
We use a lot of the Welcome kiosks, but a lot of patients just want to talk to a person. Our patient...
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Relationship
We have a great Epic kiosk team. They are super responsive. Our tech support person has come to our...
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Product
What I like about Welcome is that the kiosks work beautifully for people who don't want to talk to...
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Loyalty, Relationship, Product
The people who really want Welcome are our Community Connect sites. Community Connect partners...
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Product
I would like to have more Welcome functionality in MyChart. I don't want people to be able to just...
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Product
When we migrated to Epic Patient Financial Experience, we said that if the patient had an active...
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Operations
We are always rolling things out with Epic, and they roll out pretty easily. However, I don't feel...
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Relationship, Operations
Everything in the solution is pretty intuitive, and if we ask for something that isn't there, Epic...
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Product
We have to combine accounts, and the timing depends on the payer, and a lot of times, Epic tells me...
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Product
We would like the ability to translate things into multiple languages in MyChart Bedside. I also...
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Product, Value
MyChart Bedside definitely increases the interaction we have with patients and families. It is easy...
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Operations, Product
Epic is constantly training people on MyChart Bedside. MyChart Bedside is well supported. We would...
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Operations, Product
Sometimes, there are glitches in the system's upgrades. Then, we have to fix things and do other...
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Relationship, Product
From a marketing perspective, the system remains difficult to use due to the necessary involvement...
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Loyalty
We are enjoying the work with this tool and all the enhancements. Adding Hello World will make this...
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Product
If Epic could use peripherals on the telecarts for their video clients, we would certainly want to...
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Relationship, Product
When it comes to interoperability, Epic Telehealth is so embedded in everything we do, from...
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Operations
We rely on a third party for training. To receive training from Epic, a user web account is...
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Operations
There weren't too many issues with the implementation, but we didn’t realize some of the gaps we had...
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Relationship
With the way Epic's system works, everything gets routed through the IT team. I'm not on the IT...
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Loyalty, Product
We need to fully utilize some other features with Epic. They have a propensity-to-pay solution that...
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Value
I have a high satisfaction with the impact the solution has on our organization’s cost to collect...
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Product
Patients struggle with this system; there are too many passwords, and getting in is problematic for...
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Loyalty, Product
With Care Companion, we are still struggling to get patient engagement. Some of that is not as...
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Product
In Care Companion, I like that we have the ability to automate outreach to patients. Before Care...
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Operations
I don't think there was very much support for Care Companion during our implementation. It was...
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Product
The way that Epic Patient Financial Experience is designed doesn't really match our state’s...
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Value
The financial assistance module is really the only part of Epic Patient Financial Experience that we...
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Product, Value
Epic has really put a lot of development in lately to basically enable us to not use as many...
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Relationship
I understand the extent to which Epic prioritizes keeping promises. I very recently had an...
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Product
There are a lot of little functional things in Care Companion that are probably in the process of...
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Relationship, Product
Epic is constantly working on improving Care Companion; they just haven’t done it yet. They have new...
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Product
I would like to see the Care Companion build and maintenance moved from the IT team to the clinical...
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Loyalty, Relationship, Product
There is a lot of opportunity for growth with MyChart Bedside, and Epic is coming around and asking...
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Product
Our only issue with MyChart Bedside is not really Epic's fault, but it is hard to explain the...
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Operations
The training we had with MyChart Bedside was internal, and we had to figure things out a lot for ourselves....
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Relationship, Product
Epic Patient Financial Experience is a good product. It meets our needs for patient financial...
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Product
Welcome offers the patients a self-service approach to registration when they come in the door....
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Relationship, Operations, Product
Welcome needs some additional time and development from Epic; it doesn't always follow what is...
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Value
We did mostly a one-for-one swap for features, so we have mostly seen cost savings.
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Product
There are definitely some tweaks that the vendor could make, but the system is super solid.
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Value
Epic's system is just much better integrated than our previous system was. It is easier to use and...
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Loyalty
Phone calls are what we are looking forward to most because we have an older demographic in our...
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Product
The solution is still so new to us, even though we have been using it for a year. We haven’t rolled...
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Product, Value
From a billing perspective, the solution could definitely help with self-pay workflows. We can save...
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Loyalty
We are going to open up scheduling for our primary care practices. We are going to expand FastPass...
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Operations
The solution is fairly easy to implement unless an organization has a wonky service area setup. As...
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Culture, Value
Our version of the solution is an older version. I wouldn't say that the vendor charges for every...
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Product
When we accepted the multilingual option in the solution, Epic automatically sent us all that...
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Operations
The implementation wasn't perfect, but it also wasn't bad. I would say that comes down to the people...
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Loyalty, Relationship
We do a lot of work with developers. We have regular meetings with them. We give them our input and...
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Loyalty
We are looking to implement Epic HelloWorld's voice calls because Epic HelloWorld just uses texting...
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Operations
With the implementation, we did a new format with Epic where we had more of a cohort rather than a...
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Product
Overall, my experience has been very positive. We like the fact that Epic Hello World can translate...
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Relationship, Product
Some of the system's most impactful outcomes right now are in the customer service space.
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Relationship, Product
The key things that go into making me want to maintain a partnership with Epic are tighter...
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Operations
Epic doesn't provide training. They provide us with training materials that we can relay to our...
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Loyalty
I know that Epic is still developing features for CRM. There are virtual AI agents who can take...
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Loyalty, Product, Value
Overall, things seem to be going very well. However, I think there is an opportunity to be more...
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Relationship, Product
We have made some changes to Welcome. The changes haven't been super big, but Epic has been very supportive....
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Product, Value
There is simply confusion in the healthcare insurance space and the self-pay space. Nobody thinks...
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Loyalty, Product
Our organization is not going to change how Epic does their upgrades. The community is huge, so Epic...
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Loyalty, Value
There is an opportunity in the industry to better understand that Welcome isn't going to solve our...
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Relationship, Product
Epic does an excellent job of customizing Welcome to patient and organizational wants and needs,...
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Relationship
Epic is a little naïve in assuming that all health systems can keep up with their updates. At a...
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Value
From a payment expectation perspective, we really are focusing on preservice payment, and trying to...
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Loyalty, Relationship, Product
Epic is doing a good job of adding functionality. Epic has made a lot of improvements, such as chat...
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Product
Epic Telehealth’s biggest Achilles' heel is that it only works with established patients. A...
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Operations
Epic doesn't do the training. We do the training. Epic uses a train-the-trainer model.
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Relationship, Product
Epic is really more like a software development company than an EHR company, especially when...
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Product
I like Epic Telehealth’s integration with the EHR. The care providers and physicians like the fact...
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Loyalty
Out of the box, Epic Hello World did not offer phone call or email as an appointment reminder...
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Culture, Value
From a billing perspective, Epic has really done a good job of coming up with a pricing model that...
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Product
We started utilizing Epic Hello World to send out reminders from a financial customer service...
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Loyalty, Product
The thing that has had the most meaningful impact on our organization is the ability to customize or...
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Loyalty
There is a lot of convenience because Epic Hello World is an Epic product. We are already paying for...
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Product
Epic has definitely made a lot of improvements to Epic Hello World since we went live with it, but...
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Product
Epic has their process for embedding support into each of the teams. Epic Hello World is one of the...
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Value
We have not seen some of the outcomes that we wanted with Epic Hello World. We implemented it...
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Loyalty, Product
We really want to make it easier for our staff members to identify escalated or urgent tasks that...
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Product
We have done the normal routine testing for Care Companion with upgrades, and there have been new...
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Product
Epic has steered us away from integrating with other products, but we do integrate Care Companion...
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Relationship
We have escalated some of our Care Companion complaints to some of the higher-ups at Epic, and we...
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Product, Value
We have had really great outcomes with Care Companion. For OB hypertension, we have seen a...
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Product, Value
With MyChart Bedside, certain features are add-ons, and the bill just keeps increasing.
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Relationship
Epic is a very large organization, so our pain points regarding support are just a matter of getting...
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Product
I would rate Epic Hello World a few points lower for ease of use for staff members because Epic...
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Loyalty, Product
We are about to do Epic’s voice product, which is in the same Epic Hello World suite, and move...
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Operations, Value
We have experienced a significant decrease in our no-show rates since the month we introduced Epic...
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Product
Epic has made Welcome more seamless with MyChart. People can fill out questionnaires within MyChart,...
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Product
Welcome has a couple of different functionalities that we take advantage of; we use our check-in...
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Culture, Relationship
There have been times with Epic when we have asked for a specific functionality that they say should...
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Value
The cost of Epic Telehealth is definitely a positive, especially since Epic is our EMR vendor. Epic...
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Product
We have had a lot of issues with the quality of the video platform in Epic Telehealth, and...
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Loyalty, Relationship
Our executive team is talking to Epic to put pressure on them, and Epic has really indicated that...
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Product
We would like virtual interpreting in Epic Telehealth. We can do call-outs to phone numbers, but if...
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Commentary Summary
Comment Type Breakout