Secure Chat Commentary
Filtered view: (Acute Care)

Subject Expert
Paul Hess
Research Director
KLAS Research Director - Paul Hess
 
View Advanced Filters
Advanced Filters
Facility Type Filters
Job Level
Comment Type
Overall Satisfaction
Click stars to filter
By Month
1
6
12
24
36
By Date Range
Comment Categories

Preferences

   Bookmark

Commentary Summary

Positive
##%
Neither
##%
Negative
##%
to see the full dataset.

If you don't have a login, getting started is easy.

Provider Organizations
Fill out our registration form to verify your organization.
HIT Companies
Contact a KLAS representative for plans and pricing.

User Commentary

Sort by   
VP/Other Executive

Loyalty, Product

Having Secure Chat integrated into our unified call schedule is an area that we have run into some...

Dec 2024
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship, Product

End users say that conversations in Secure Chat are too much like texting. They don’t follow the...

Dec 2024
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Loyalty, Product

There is a form factor that I can foresee arising, and that is a large screen in every exam room....

Dec 2024
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Loyalty, Product

The integration problems we have with MyChart are usually with the third-party unified call schedule...

Dec 2024
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Product

One of the challenges we are facing with Secure Chat is the wide variety of usage patterns....

Dec 2024
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship

We have had a pretty significant dialogue with the Epic leadership, and their R&D team is pretty...

Dec 2024
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Product

Our end users don’t like the idea that they are not seeing the complete suite of message management...

Dec 2024
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship, Product

It is our task as an organization to hammer home that this system is not a shortcut to the...

Dec 2024
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship, Product

I would tell someone looking into Secure Chat to make sure that their clinical leadership, both on...

Dec 2024
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Operations

For our updates of Secure Chat, Epic will help generate training materials that we then roll out to...

Dec 2024
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Product

We need to use Secure Chat with the same common-sense guideposts and guardrails that we would expect...

Dec 2024
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Product

We have this legacy understanding that is not the current state or correct, and from a people and...

Dec 2024
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Product

The question that exists is whether Secure Chat is part of the legal medical record. It would be...

Dec 2024
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Loyalty, Product

Epic has made Secure Chat more fully featured in the last few years. When it came out, there were a...

Dec 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Relationship

There is a complexity and sometimes a reluctance around the Epic customer support people...

Oct 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Product

People take to Secure Chat like ducks jumping into a pond for the first time. Secure Chat is a very...

Oct 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Operations

Epic doesn’t really provide training for Secure Chat; they expect us to create our own training...

Oct 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship, Product

One of the key areas Epic needs to continue to improve is on-call, third-party solution integration...

Sep 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Product

We are big consumers of Secure Chat. Our nurses use it almost exclusively, so it was a perceived big...

Sep 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship

Working with the Secure Chat team has been good. They are a little myopic; I don’t expect them to...

Sep 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Product

Communicating across other organizations is not currently something we can do with Secure Chat and...

Sep 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Product

The biggest strengths of Secure Chat are instant communication and the ability to link to a patient...

Sep 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Relationship, Product

Epic is actually putting in some of the things that I have recommended in our next upgrade. They...

Sep 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Culture, Loyalty

Any unkept promises had more to do with functionality pieces that we had requested or made sure were...

Sep 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Operations, Product

With Secure Chat being so new for our organization, one challenge is just getting people used to the...

Sep 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Product

There is a lot of functionality that we like in the solution that is very similar to what we...

Sep 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Product

I know that Epic has phenomenal reporting in other areas, but that is one thing they could improve...

Sep 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Product, Value

The attachment of patient context is almost unbeatable with Secure Chat. Not having to transpose...

Sep 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Loyalty

I would like to see the development of some optimization items that we have requested from Epic. I...

Sep 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Relationship, Product

Epic could have better integrations and connections with third-party companies. That has been a bit...

Sep 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Loyalty

Moving to Secure Chat was kind of a game-time decision. We were vetting Secure Chat out for quite...

Sep 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Product

With Secure Chat, sometimes we struggle with people putting time-sensitive, clinical information in...

Aug 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Product

Secure Chat is a great communication tool. It allows us to talk to our colleagues across the...

Aug 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Relationship, Operations

With Epic, we have an escalation structure that goes to a person that is specifically an expert in...

Jul 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Product

Secure Chat integrates so nicely with Epic's EMR. Any third-party solution would not do that. Secure...

Jul 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Product

I would like Epic to make Secure Chat’s notifications more customizable. Also, the biggest challenge...

Jul 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Product

Secure Chat is a good functionality that Epic introduced because folks have been looking for ways to...

Jul 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Product

Part of the problem with Secure Chat is that it can sometimes be very intrusive. If we have people...

Jul 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Product

We really don't base any workflows on Secure Chat because it is an optional technology. People can...

Jul 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Product, Value

The biggest challenge we are facing with our communication strategy is interoperability between the...

Jul 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Loyalty, Product

One of our big needs and the reason we are using the Secure Chat product today for clinical...

Jul 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Physician

Relationship

With Secure Chat, we knew what we were going to get. We talked to other organizations, and we...

Jun 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Physician

Product

Secure Chat has some limitations. It doesn't do some things that other basic chat communication apps...

Jun 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Physician

Loyalty, Relationship, Product

Epic is very innovative. The AI world is leapfrogging, and that will be a game changer. AI will...

Jun 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Physician

Loyalty, Product

Secure Chat is improving. It is integrated with Epic's other systems, and it has some features that...

Jun 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Physician

Operations

We had to do a lot of training for the system ourselves, but we got materials from the vendor, and...

Jun 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Physician

Product

Most of our challenges didn't have to do with Secure Chat. They had to do with integrating Epic's...

Jun 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Physician

Relationship

I have been told that it is easier to get ahold of folks with Secure Chat than with other solutions...

Jun 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Operations

In terms of integration, there is nothing the vendor can't do. Also, we have never had issues with...

Jun 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CIO

Loyalty

One thing that we are really starting to delve into is placing orders through Secure Chat. We are...

May 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CIO

Product

Our regular upgrades are pretty smooth. The product offers an easy communication methodology within...

May 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CIO

Loyalty, Relationship, Product

One thing Epic should do better is make things more integrated and put together a unified...

May 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Product

Secure Chat's biggest strength is its integration with other Epic systems. Users can stay within a...

May 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Product

I would like to be able to use decision support through Secure Chat. When a nurse wants to order...

May 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CIO

Product

Our biggest challenge is having nurses use Secure Chat for its intended purposes. Epic does not have...

Apr 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Product

There are several things that my organization needs to do before we can fully use all of the...

Apr 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Product

I would like to see Epic have Secure Chat messages that can cross instances. All of the major health...

Apr 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Operations, Product

For Secure Chat, we don't have to do much to implement upgrades.

Apr 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Operations, Product

We try to use Epic's systems for anything that they can do. When we do upgrades, there isn't really...

Apr 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Loyalty, Product

We have some doctors who don't like Secure Chat. They don't like the fact that they can be contacted...

Apr 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Loyalty, Product

We still have some issues with Secure Chat. When a user gets a message, they have to go into the app...

Apr 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Loyalty

Making sure that our call schedule is integrated is our biggest challenge. We are getting there, but...

Apr 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Loyalty, Product

Some of the best-in-class solutions do a better job with certain capabilities than Secure Chat. For...

Mar 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Product

Secure Chat ties the clinical communications tightly with the patient piece. So what the product...

Mar 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Relationship, Product

We have taken all the Secure Chat upgrades. Epic is very helpful if we need assistance while we are...

Mar 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Operations, Product

Secure Chat is easy to use, just like any other texting interface. If we know how to text, we can...

Mar 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Operations

The vendor should be creating a module for proficiency for our individuals to learn how to be great...

Mar 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Product

Sometimes we face challenges with the product, so it is not perfect. But it works really well. There...

Mar 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Relationship

We have a great relationship with Epic. We don't have issues. We meet regularly. We are assigned...

Mar 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Relationship

We have had a pretty impressive relationship with Epic, and things haven't changed significantly.

Mar 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Product

Secure Chat is good. There are policies about when to use it and when not to. The technology works,...

Mar 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Relationship, Product

The product automatically shows availability, and we can opt in and out of messages, distribution,...

Mar 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Product, Value

Our relationship with Epic and the way their technology works are excellent. Any problems that we...

Mar 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Loyalty

There is additional functionality coming to the system that I think will be preferable. Having...

Mar 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship, Product

Our staff has had some problems with patient handoffs from department to department, so Epic could...

Feb 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship, Product

It would be nice if there were a way in Secure Chat to let people know when they have a message....

Feb 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship

Our staff is very satisfied with Secure Chat, and I don’t see any issues with it. Epic is also...

Feb 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Product

Secure Chat is easy to use. It is built right into the EMR, and it doesn't have many bells and...

Feb 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Loyalty

Secure Chat is good. We have a pretty heavy adoption rate even compared to other organizations. We...

Jan 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Product

The mobile access to Secure Chat is limited to the Haiku and Rover applications. We have some...

Jan 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Loyalty, Product

One struggle we have is that nobody signs into the Secure Chat groups because the process is manual....

Jan 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Product

We always want more than the vendor will give us, but Epic came through with what they promised....

Jan 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Loyalty, Product

The improvements that I would like to see in the system are on Epic's road map, so we expect that...

Jan 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Product

Secure Chat has evolved in its functionality. There were several years when there was very limited...

Jan 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Product

Some functionality in Secure Chat allows us to do certain things based on login context, but the...

Jan 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Product

Secure Chat has become one of our core tools, and we use it robustly. When we first rolled it out,...

Jan 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Relationship, Product

There are still issues with people remembering to sign out, making themselves unavailable, and...

Jan 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Loyalty

Epic’s vision for Secure Chat is that it is going to fully replace pagers and maybe even phones that...

Jan 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Product

Secure Chat could use some development in things like integration and presets.

Jan 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Product

Secure Chat is an integrated, HIPAA-compliant tool where we can attach a patient, images, and...

Jan 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Relationship, Operations, Product

Epic could come to the table with recommendations for how to use Secure Chat. That would not be...

Jan 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Relationship

I like that Epic put together a steering board for Secure Chat. That showed commitment to the solution....

Jan 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Product

People use Secure Chat for a variety of reasons, and we really have to teach etiquette to users. We...

Jan 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Relationship

One problem with Secure Chat is that users don’t know who is on or off, so I have had people send me...

Jan 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Product

Secure Chat is a valuable tool. We needed something to interrupt workflow or to be able to do an...

Jan 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Relationship, Product

We still have gaps in Secure Chat, and the gaps make it hard to enforce the best behavior. When we...

Jan 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Culture, Loyalty

At the last UGM, there were some good presentations about Secure Chat and how it is considered a...

Jan 2024
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Product

The reality is that organizations have variable use of other software systems that manage call...

Jan 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Loyalty, Product

Epic is on the right path, but I don't think that Secure Chat has the full range of features and...

Dec 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship

Epic's people are very accessible. We have a physician executive, an IT executive, and a BFF who we...

Dec 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Loyalty, Product

I would definitely recommend Epic's systems. It would be nice if everyone were on Epic. We have a...

Dec 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Product, Value

We have found Epic's tools to be great for communication. Using Secure Chat has gone very well for...

Dec 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Operations

Our training for Secure Chat went really well. At one point, we weren't clear on what we needed to...

Dec 2023
||
(0)
 Thank you  Helpful

 or  to see details.

 Download as Excel  Print / Save as PDF



​