Epic Patient Engagement Platform Commentary

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What I really love about Care Companion is that it is configurable. We can make our own modules to...

The training for Care Companion is nice because it is all online. We can learn anytime we want, as...

I like that Care Companion has the same look and feel for the patients. They are used to seeing this...

Care Companion has a lot of great tools. I would recommend it for the right use case. We are using...

Epic’s support people are really responsive. We have routine meetings with the technical support...

Epic is earlier in their CRM journey than other vendors, so they're still trying to meet the needs...

If I were talking to someone about Cheers, I would tell them that from a business perspective,...

The training for the system was really good. Epic partnered with us and helped do some shadowing...

I have regular calls with the vendor, and I told them that I had heard that Hello World was just...

Epic is starting to wrap Hello World into Emmie, which is its patient engagement AI. We just turned...

Epic's support is superb. They are actually proactive, and they will tell us when there are any...

I really like the tight integration of Epic Telehealth within Epic's suite; we don’t have to go...

We would like the ability to do large group visits in Epic Telehealth. Epic has it covered if we...

The biggest benefit of Patient Financial Experience that I would share with others is that the...

Epic still has some minor issues with their financial assistance module. It doesn't fit really well...

Epic’s training program is excellent. Their documentation module is very thorough, and there are...

We haven't used Epic's training for this module; we do all that in-house now. But there are...

Epic's partnership is good, but we do sometimes have to push and ask specifically for what we're...

Hello World is cheaper than other similar options by quite a large margin, and it has more...

Two things make me want to stick with Epic's products. One is Epic's customer support. Their ongoing...

Hello World rates perfectly for development and innovation, especially with the integration that...

With Welcome, there's an expectation that people self-serve. There's no reduction in workforce with...

If we get updates for Welcome, Epic provides us with the updates that we can put in, but they're not...

I would recommend Welcome, but people just have to know that it's just another solution for arriving...

We can escalate issues and provide support tickets to Epic, but oftentimes our issues are with the...

Epic has failed us, and we have run into situations where we've had to send mass communications out...

Epic is just super expensive. But they are cheaper than Zoom. Additionally, Epic’s support team is...

Epic talks a big game about their evolution and what they're developing, but they're slow to market....

For Patient Financial Experience, we are evaluating and planning to turn on Epic's chatbot...

We don't have another solution for what Hello World does. Epic meets all of our needs except for...

Epic is doing all the right things with Hello World. They've received a lot of feedback, and they're...

We continue to leverage Hello World in multiple different capacities. We're currently in the process...

We are adding to the care settings we are using Epic Telehealth in because it cuts down on...

Epic's analysts are phenomenal. They engage with us and support us 100%. They're the best at what...

Epic is very innovative, and I like the Epic system. The technology is current, and Epic has a...

The Epic system is expensive, but it has a lot of value. It connects patients to the financial piece....

Epic has a strategy where there are trainers and then principal trainers on a separate team. We are...

As far as Epic's account management goes, sometimes we get support, but our contact tells us where...

We've invested a ton of time, effort, money, and resources into developing our own training programs...

A lot of our wish-list items with Epic are about adoption and scaling. One challenge with Epic is...

Epic does a really good job of talking about their road map and marketing around their road map.

With Epic, we have different technical support people assigned to us, and the quality of support...

There are not a whole lot of better options out there than Epic.

The fact that Welcome is still part of the Epic system is its biggest strength. We don’t have to...

Some patients just don’t know how to use smart devices at all. Ultimately, Welcome is loaded on a...

MyChart is very helpful for patients, but it's a little hard to integrate external payment plan...

What we like about Epic Telehealth is the integration with the EHR. The system automates a bunch of...

For the specific use case of provider-patient direct communication, Epic Telehealth is as easy as it...

It would be fantastic if Epic could improve the ability to consult and connect family members for...

Epic is innovative. The organization has to see the Epic tools as tools in a toolbox and know how to...

Things are really good with Cheers. We really tried to push for the things that are only available...

We’ve done self-scheduling campaigns for things like well-child visits and cervical cancer...

If we want to not only do outreach but also place an order, that's where Cheers shines. For example,...

Working with Epic has been great. We're fortunate. We hired an analyst, and that was very helpful...

A nice feature we're looking forward to in the future is dynamic scheduling or capacity-based...

Some other vendors think of scheduling as Excel based. They have a list of patients and data points,...

We're looking forward to Epic's voice component, like IVR. Right now, we're using one of our other...

Epic was transparent in telling us about new things that were pretty expensive across the board....

We plan to keep using Welcome as we have it now, but we don't plan on increasing the number of...

Welcome does what it is supposed to do. It doesn't work in all areas of our hospital, but I think...

We have routine meetings with our TS person from Epic for Welcome. They are there to help us if we...

Epic has a road map for future changes, but the pace is not very fast. They have features that are...

Epic is a more established vendor, so we get what we get. Some things cannot be customized to the...

With Welcome, even though we have contacts with Epic, it can still take a while before they get back...

Epic's EHR is the best one out there; there is no better EHR. Epic is the best for big systems like...

Of course, I want Epic only working for me, and I want them to work quicker, so I'm never happy with...

There are two ways to pay through Epic. One way is through MyChart, and the other way is without...

I have been using Epic for a long time and have a strong foundational knowledge and comfort level...

We want to go with Epic first, but if there is a gap, we look at the Epic road map and when Epic...

Epic’s customer support is really just opening up a case with them, and they will get back to us and...

We have a good relationship and partnership with Epic. They dominate the EHR space. They come in...

Epic has a road map. They are taking a long time with some things, but we know breakout rooms are a...

In terms of workflow best practices, Epic doesn’t really have a formal training program, but they...

Epic is working on development for Cheers. I don’t think they’re going as fast as we would like....

With Cheers, there’s not much customization we can do outside of a couple of things like automation...

Epic is technology first. They make sure we get our support. We have a dedicated person to help with...

Welcome is an amazing product. We have been using Welcome for quite a few years. It has only been...

Our organization did not really want to move toward the Welcome kiosks, and that feeling was more on...

I love how easy Welcome is for patients. It offers so many things. There are so many things we are...

In the last two years, Epic has been offering such amazing products and applications that do many...

People should just use the functionality they’re already paying for with MyChart Bedside. A lot of...

With MyChart Bedside, we are having a pretty big bump in the numbers. The project is pretty well...

I think the chatbots will help a little bit with engagement with Patient Financial Experience. We...

Our patients love paper statements. So while we can provide them e-statements with Patient Financial...

Epic’s vision and road map look great. I just wish they would speed things up.

MyChart Bedside is what it is. It works for what it is. Our whole hospital runs on Epic, so...

The training for MyChart Bedside is basically done employee to employee on the units where we have...

We are finally getting some of the things we wanted to see improved in Cheers. One was the ability...

With Cheers, I like the ability we have to track first-contact resolution and the reasons for...

When patients call in, we use new cases that have topics and subtopics, so we can classify our calls...

I have not seen a lot of innovation coming from Epic for Hello World. I may not be hearing about it,...

If someone asked me about Hello World, I would tell them to be cautious. I would ask about their...

In Hello World, I like the way the features are built, especially where patients can text to pay. If...

Hello World comes preboxed with translations, but if we do not use the exact language provided, we...

With Hello World, we can do a text-to-pay option. The system can send the statement, and the patient...

In terms of our satisfaction with the impact that Epic's system has on our organization’s cost to...

Right now, in the Epic tool, we can send MyChart messages, which behave like emails. I would like to...

I like that the Epic system allows self-serve capabilities for patients. It is probably the reason...

The training from Epic for the solution is usually just Nova notes. We have to handle training...

Epic doesn't do a whole lot of training. We kind of have to figure the system out ourselves.

Epic can sometimes be dismissive of issues and say that something is in development or that we are...

I think we could do better with how we’ve implemented MyChart Bedside. Epic has a feature called...

Epic changed their pricing model so that if someone has a MyChart account and gets admitted, they...

Some of our leaders have lamented the fact that we can’t use Hello World for mass communications,...

Hello World is competitively priced. However, as more AI-related features are introduced, Epic is...

There are no plans to change from Hello World. The biggest win for going with Hello World is the...

With Hello World, we have a good partnership. When we have issues, Epic engages pretty well. The...

Because Hello World is so much of a patient-facing tool, it is inherently and intuitively usable....

MyChart Bedside gives patients the ability to understand their inpatient admission, like the flow of...

MyChart Bedside is another application within MyChart. If a patient is admitted to the hospital,...

Epic is doing shadowing and immersion journeys. They send their teams in to observe the experience...

As far as Epic’s support goes, we have to reach out to them. They do not waste time, and they will...

Epic will help us train our staff so that the team can continue the training. The only thing is that...

Currently, the process to assign and unassign a general-use shared tablet, specifically for patient...

Epic has improved their pricing for customers using the MyChart portal as an enterprise solution to...

Epic does a pretty good job and offers a pretty robust product with the Patient Financial Experience...

One of our biggest pain points with Hello World is communicating with minors. To send reminders to...

Hello World is good for communicating with patients. We have not had any problems with it and use a...

Epic is generally on top of things, although there are times when certain problems cannot be solved...

There are still a few features from Epic that we are waiting on. It took a long time for Epic to...

Epic is expensive. But for what we pay and how we use Epic Telehealth, it is working well.

We have been advocating for breakout rooms for a while. We want the ability to be in a video session...

Epic shares their vision, and we understand where they are headed. They follow through on delivering...

There are some small, nuanced things that Patient Financial Experience does not do well. One example...

Epic is continuing to integrate more AI features into their core functionality. As a result, we are...

We can get messages through our system more quickly by using the CRM module. We had to tweak it so...

It is a little hard for me to say whether we get our money’s worth with Epic. I would say it is...

With Epic, there are a lot of touch points and a lot of support when we have problems. As an...

Epic is usually on target. Unlike with other vendors whose upgrades sometimes seem like downgrades,...

Cheers is for campaigns. It smartly takes each process. For example, we can write a report, find...

What I’m excited about is that Epic has come quite a long way with the reporting capabilities within...

Epic is expensive, so that has to be taken into account, but they would be way more expensive if we...

Epic does a good job of preparing us for the perfect or ideal scenario. That is not always...

If I were talking with someone at a large health system, I would tell them that Epic is the...

Epic consistently delivers. It is not often that one of their new developments isn’t working as...

When we need their support, Epic is very engaged. But some of the things that we want them to help...

Epic is the best out there. There is no perfect solution, but compared to what other vendors like...

Coming from having used other systems previously, we’re absolutely getting a return on our...

Epic doesn't really charge for a lot of extra things, like new functionality. There is one area that...

There are some use cases that I would like Epic to implement, but overall, Patient Financial...

Epic is widely adopted, especially in our state, where it is used by the majority of large health...

Epic is sometimes not clear or transparent with ongoing charges.

The system's capabilities are strong. The plan is to eventually move the perioperative teams over to...

Epic’s support team requires us to call in and get into a queue, so the response times are not as...

Epic is really good to work with. They have a lot of strong resources, and the integration piece is...

Hello World is a great tool. It's constantly developing, and the best part is that we don't need a...

There's nothing wrong with Epic’s training, but it's different. Hello World is more for...

Hello World is continuously growing, and we're implementing more with it, like rescheduling via...

With Epic Telehealth, Epic has been much faster in terms of making improvements. It seems like...

With Epic Telehealth, we have better integration. We always like to use Epic if we can and get rid...

I really can't think of anything that Epic could do to make the solution more impactful. They have...

Epic Patient Financial Experience has taken out some administrative burden. I’m not ecstatic about...

Not all the tools from Epic Patient Financial Experience directly affect the collection rate. For...

It is nice that I do not have to think as much about integrations with other vendors. Many vendors...

With Epic, it is hard to find the balance in the pace of development and innovation, especially with...

Epic is very module specific. If we have a project that crosses multiple modules or is new to Epic,...

We are a little more on our own with training, and it isn't formal, so we have to go find the...

Epic Patient Financial Experience is very robust. There is a lot of self-service, so there are a lot...

Epic Patient Financial Experience has definitely had a positive impact on our collection rates...

What stands out to me is Epic’s partnership and engagement with support, as well as the resources...

With Epic Hello World, Epic is really pushing for us to have a certain cadence of messages that we...

Epic Hello World is fully integrated with our other Epic solutions. We are in control of any issues...

Epic’s pricing is phenomenal compared to what we were paying; it is also significantly better than...

How integrated everything is in Epic's software is really powerful. The integration is why we go...

For Welcome, I'm more focused around the e-consent capabilities, which use Welcome. It is still a...

Epic is great. There are always things they could do better, but they have a great system. I get to...

I would totally buy MyChart Bedside again. What I would have done differently with MyChart Bedside...

Epic Hello World’s capabilities are trending up. Epic is starting to do some more with AI, and that...

No one ever learns everything with Epic's training.

MyChart Bedside does everything that those patient engagement solutions on the inpatient side do....

The one big thing that happened with MyChart Bedside is that Epic changed the pricing model. The...

Every single thing that Epic is developing right now seems to be agentic AI. Epic developers have...

We had to create our own training materials for MyChart Bedside, because we had to train our...

If people have Epic for the clinical side, they pay millions of dollars for it, and they have to...

Epic is pretty good about developing, listening to our problems, and making new things.

One of Epic Telehealth's biggest strengths is its balance between being robust and being user...

I like how comprehensive and dependable the system is while still being easy for patients to use....

Looking ahead, we have an opportunity for Epic to enhance the platform by expanding the range of...

From a patient perspective, the system's interface is intuitive and straightforward. It helps...

What is interesting with Epic is that we actually have to develop our own training programs for Epic...

Epic is usually on the cusp of implementing something that another vendor or boutique vendor has...

One positive of Epic Patient Financial Experience is that it is an integrated system. If an...

One challenge we have with Epic Patient Financial Experience is that a lot of things are dependent...

We just want out-of-the-box things that can be used for our individual campaign. I don't know what...

We haven't really gotten to the point where we are leveraging Epic Hello World well enough. Positive...

Epic knows me and knows my organization. They have solutions, they take my calls, and they are...

Epic is always great to work with and listens to the providers. I always enjoy working with them....

With Epic, their lack of support largely comes down to their size. They listen and gather the...

For Epic Telehealth, training is mostly tip sheets and internal materials. From the Epic side, there...

I would recommend Epic Telehealth only for organizations already on Epic. For those using Cerner or...

One item Epic could improve on is the breakout-room capability. I know the vendor supports large...

I think highly of Epic's training overall. There is usually some organization-specific work required...

In general, compared to the industry, Epic continues to provide exceptional support. That is...

I think the biggest benefit of Cheers/CRM, like many Epic products, is its native integration with...

Cheers/CRM has come a long way, but it isn't fully where we need it to be yet. Some of our...

In our organization, we are disconnected from the Epic team and the training. At least with what I...

Obviously, Epic is doing a lot in their EHR to update things, but MyChart Bedside has been static...

We are an Epic hospital. We think patients should have access to their clinical information, and...

We would like more customization with MyChart Bedside. A lot of it is very out of the box. So if we...

The product is doing well at what we need from it. It is a useful product in the clinical space....

Epic’s service is pretty good. We have not had any issues, but because of the scale of Epic, I don't...

Another system we use has a scribe feature, which is nice, so having the ability to do an ambient...

Epic is pretty aggressive in their development, and they are a great company. Epic Telehealth is...

While Epic’s scheduling-related texting capabilities exist, there are additional costs associated...

I view Epic's support very positively overall. While the support is more of a partnership than...

One concern is minor but matters to some users. Epic Telehealth has limited virtual backgrounds....

With Epic Telehealth, there are some limitations around group documentation and group visits. We...

Epic's upgrades often disrupt third-party automations within the Epic environment. I understand that...

A lot of AI solutions are being developed in silos. The question is how Epic or any vendor can...

Epic has always been very open to hearing our feedback when it comes to ongoing development or what...

When we compare Epic's system to other EHRs on the market, Epic's system is clearly more...

In Epic Patient Financial Experience, I would like more customization. While Epic offers many use...

We recently went through a system implementation, and the experience was very positive. Epic has...

I like that our CRM system is fully integrated with the other Epic modules. That creates strong...

The system could have better interoperability with our IVR and telephony system. For example,...

Epic’s road map aligns well with our use cases. We are not just focused on patient calls; we are...

It is not always transparent where Epic is in their timeline for their upcoming features. Their...

In the last year, Epic has added the chat feature, and they have added a transcription capability...

Epic Telehealth isn't really moving much. However, I don't think there are any enhancements I would...

Epic is very responsive. The knowledge level of the people we get on the phone is high. Typically,...

If I look at third-party products and support of third-party products compared to the cost of...

We have really been focusing this year on moving some components to Epic Patient Financial...

The biggest thing for Epic is that the EHR is really large, so some of the tools can lag a bit. When...

Welcome suits our needs in most areas of our company. We use Welcome in a unique way, so we have a...

Epic meets with us whenever we want. We meet with them regularly to review our issues. In addition,...

With Epic Patient Financial Experience, if we schedule correctly, if the doctor is enrolled...

There are things at each institution that require deviations from Epic’s standard build, and Epic is...

Epic has really good people, first and foremost. They get things done. They are all young, really....

Electronic authorization tools is an area where Epic is really pushing forward. They are trying to...

We get what we need from Epic. We usually just call someone, but the issue often has to be elevated....

When we bring on another aspect of the Epic system, not everything is always anticipated. There are...

In Welcome, we would like to track out-of-network classifications and have tighter controls, and we...

We use Epic's training module, but sometimes the videos can be a little generic. I understand that...

We do a weekly TS meeting with Epic. They are always available if we need them. We use web support...

I'm pretty satisfied with what we have in our current state and where we are going with the road...

The solution does what we need it to, but there is a lot of optimization we can move forward with....

We are trying to rally a lot of our departments to really embrace Welcome. I recommend the system...

We like to create our own workflows. That is challenging when a product isn't built for that. I am...

I think we could get more of our money's worth if we were to ever move Welcome from a tablet to an...

I wouldn't buy the system again. Technology is advancing quickly. Young people are usually okay with...

Epic's support has been great. Our Welcome team is wonderful. The vendor is really proactive. We...

Welcome is a good self-service registration tool. It does the basic registration needs, but...

Welcome's integrations with other Epic systems are not as robust as one would expect. Best practices...

Welcome is an essential component to allow patients to complete multiple previsit questionnaires on...

We have not been able to drive the adoption that we had hoped. There are many points along the...

We use Welcome for our check-in kiosk and our patient-entered questionnaires. The tool has been very...

The people at our organization that use MyChart Bedside love it. The feedback that we have gotten on...

Sometimes, the communications between the inpatient and outpatient areas can be a little direct. The...

Welcome is a great tool when it comes to assisting with implementing patient self-arrival workflows...

As an Epic customer, we attempted to use all of the native Epic functions before looking at an...

Epic does a great job on their upgrades. Epic is truly defining the market and thinking outside the...

I got my ear bent at a holiday reception about how much the patient financial experience has...

We have been online with Epic for several years, and we do the training in-house now in terms of...

Epic Patient Financial Experience is expensive. Epic is expensive.

Epic's system is the best in the business. I don't think there is a better solution out there. But...

We like using Epic's solution. From a workflow standpoint, we don't have to manage a third-party...

There are some small features that would be nice to have in MyChart Bedside. For example, patients...

The system has a lot of potential. We are early adopters, and while there are bumps, Epic has been...

To be successful in implementing MyChart Bedside, we need to plan carefully and roll things out...

With MyChart Bedside, the shift from tablet to TV has been wonderful. The tablets were problematic...

If we have patients who use MyChart already, then there isn't much difference in having MyChart...

We didn't implement the solution to its full capacity. We just implemented it for the video feature....

Epic’s support team is worth its weight in gold.

If Epic makes all the changes we want, and we figure out how to leverage MyChart Bedside better...

We want there to be positive things for family members to see in MyChart Bedside so that they can be...

When we do things right operationally, we harness a lot of benefits. We try to make sure that the...

We would really like MyChart Bedside to be more like other mobile hospitality apps. For example,...

Epic has been incredibly engaged, but some things, like the implementation services, have been...

There is a general version of MyChart Bedside, and that is what the solution flips to when someone...

We have a lot of functionalities that we need for MyChart Bedside to really be a good value for our...

Epic has upcoming features that we are interested in, but they aren't here yet. As the foundation of...

We have an ongoing relationship with Epic. They are very good at relationship management.

We switched from another system to MyChart Bedside. But at an Epic conference, we saw MyChart...

Other systems have better user interfaces, but even as a financially stable organization, we felt it...

MyChart Bedside is pretty straightforward. There is nothing that Epic does that brings any kind of...

Epic bundles all their MyChart capabilities, and then they price them based on one capability....

The great thing about MyChart Bedside is not just the ability for any clinician anywhere in the...

There is a large difference between MyChart and MyChart Bedside. Epic needs to align their...

We are an enterprise customer now. I would think that there wouldn't be a big charge for coming...

There are so many different ways to do something in Epic, and we wonder if we could make it easier...

Epic is on the mark and moving forward when it comes to new technology, but sometimes we want...

Epic’s support team is just a phone call away, so I'm extremely pleased with the support we receive....

We have no regrets at all about going with MyChart Bedside. There are bumps because it is a new...

Epic is constantly giving their customers sneak peeks of what is in development and what they tend...

With Epic Patient Financial Experience, most of our support comes from our own internal Epic support...

Epic's business model continues to evolve. Recently, we have seen them start to add more fees for...

At one point, Epic was charging for MyChart Bedside, and now it is part of our package.

Epic’s training can be broad, and that doesn't work for our specific organization, so it would be...

There is thought being put into MyChart Bedside and how it is designed for usability and things like...

MyChart Bedside as a whole is designed for patients. It is designed to be usable, but the patients...

If someone comes to us from another organization that doesn’t have Epic, we have trouble getting...

We go to Epic with problems, and I have yet to hear of a situation where they have told us about...

Epic’s timelines are kept vague, or they say something will be at such and such time, and then it is...

The core capabilities of MyChart Bedside aren't there. Epic relies on third parties to do some key...

MyChart Bedside doesn't cost me anything extra since it is a part of the MyChart subscription.

We have had Epic’s developers on-site, and they have done crazy things to get us what we need to...

We need MyChart Bedside to integrate with the TV and the devices that the system is hosted on. I...

Our sign-up and usage rates with MyChart Bedside are not where we want them to be. The rates vary by...

A slow and measured rollout is key to getting nurses settled into MyChart Bedside. We kind of used a...

Our staff members who were users of MyChart had an easy time navigating this solution. However, it...

We had a string of technical support people from Epic who didn't stay with us very long, so they...

If we are upgrading multiple times a year and almost always have an issue to solve, then we know...

There are pretty significant gaps in out-of-the-box foundation content in Epic Hello World, but a...

The patient engagement aspect of the application is very strong. Patients are able to see all of...

The system's workflows could be a little more user friendly for nurses. The workflow with iPads...

As we have done updates, the application's quality has improved, and we have been very pleased with...

MyChart Bedside is a product that is offered by our EHR, so the integration is automatically going...

We don’t really need much in the way of implementation services, but the implementation was quite easy....

Epic has released a functionality to create their own preservice payment plan. We are just waiting...

There are so many caveats with automation rules, getting benefits in, and running batches in Epic...

Sometimes Epic makes things seem easier than they are in Epic Patient Financial Experience. We...