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User Commentary

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CMIO

We have been struggling with HIPAA-compliant communication for our providers. It was cumbersome for...

Nov 2021
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CMIO

It is a beautiful thing to have access to Secure Chat through our EMR and our smartphones. Secure...

Nov 2021
||
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CMIO

We can't type things in Secure Chat while in Hyperspace or other products. We have to manually make...

Nov 2021
||
(0)
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Analyst/Coordinator

The solution has definitely improved communication. It is much easier because it is linked to the...

Nov 2021
||
(0)
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Analyst/Coordinator

We looked at some other products, but Secure Chat has become so integrated into the Epic platform....

Nov 2021
||
(0)
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Analyst/Coordinator

Our biggest obstacle is the difference between the unavailable status and the out-of-office or away...

Nov 2021
||
(0)
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Analyst/Coordinator

Epic isn't very hands on when it comes to implementing the product. They are just there if we have...

Nov 2021
||
(0)
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Analyst/Coordinator

Sometimes we have an issue, and Epic's fix isn't quite 100% what we are looking for. There are...

Nov 2021
||
(0)
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Analyst/Coordinator

We talked about a patient flow program. If I see something that I need to act on, I need to...

Nov 2021
||
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Analyst/Coordinator

Epic has a pretty robust road map of where they want to go, and they are doing a good job of...

Nov 2021
||
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CMIO

We are not happy with Secure Chat. We are at a crossroads for our organization with intrateam...

Oct 2021
||
(0)
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CMIO

There are some challenges in Secure Chat where I can’t see a message without spending a lot of time...

Oct 2021
||
(0)
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CMIO

Epic intends to keep promises, but their development times are slipping. They haven’t kept up with...

Oct 2021
||
(0)
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CMIO

Bringing a very narrow thing into our huge collaboration with Epic is hard. The difference between...

Oct 2021
||
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CMIO

The product is effective when it works. Secure Chat is so integrated into the EHR, and that is the...

Oct 2021
||
(0)
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Director

Most of our users prefer Hillrom's system. That system has a lot more functionality than Secure Chat...

Oct 2021
||
(0)
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Director

Hillrom's system is integrated with other applications. That allows it to deliver critical result...

Oct 2021
||
(0)
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Director

Secure Chat is okay for what it does. However, in practice, we far prefer Hillrom's system to Secure...

Oct 2021
||
(0)
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Analyst/Coordinator

We love the system. It works great for contacting nurses who are caring for patients. We can also...

Oct 2021
||
(0)
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Analyst/Coordinator

Secure Chat is a great product, but I wish the system could do certain things. If we are in the...

Oct 2021
||
(0)
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Analyst/Coordinator

The system cuts down on the number of phone calls that the physicians have to receive because the...

Oct 2021
||
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CMIO

With Epic’s UGM coming up, I am sure that there will be quite a bit more functionality around the...

Aug 2021
||
(0)
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CMIO

We are looking at expanding a specific strategy, and we plan to use another secure messaging vendor...

Aug 2021
||
(0)
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CMIO

When we have asked Epic for things, they have been responsive. We have great relationships with...

Jul 2021
||
(0)
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CMIO

I would absolutely buy Secure Chat again, especially as Epic enhances it. The system is integrated....

Jul 2021
||
(0)
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CMIO

Our satisfaction with Secure Chat is currently pretty high. Epic is rapidly steering their clients,...

Jul 2021
||
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CMIO

Secure Chat is a powerful tool. If I weren't an Epic client, Secure Chat wouldn't be the one product...

Jul 2021
||
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CMIO

Initially, Secure Chat had a bumpy rollout. Whenever we introduce a new tool into the ecosystem, we...

Jul 2021
||
(0)
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CMIO

There are a lot of resources on the user web that we have been able to use to create our own...

Jul 2021
||
(0)
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CMIO

We rarely hear stories about issues with Secure Chat, but we can't have completely foolproof...

Jul 2021
||
(0)
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CMIO

Right now, there are some limitations in Secure Chat's functionality. If we want to create permanent...

Jul 2021
||
(0)
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CMIO

Over time, Epic has tried to address a lot of our concerns. They have enhanced Secure Chat pretty...

Jul 2021
||
(0)
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VP/Other Executive

Overall, the product is easy to use. I like that we can use Secure Chat within our EMR rather than...

Jul 2021
||
(0)
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VP/Other Executive

The only downside is that Secure Chat doesn't have a scheduling function. For example, if I leave...

Jul 2021
||
(0)
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CIO

Secure Chat has been a very valuable system for us. It is very powerful, especially in terms of our...

Jun 2021
||
(0)
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CMIO

Secure Chat’s user interface could be a bit better. We have to actually click on a different...

Jun 2021
||
(0)
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CMIO

Physicians don't want to have another way to communicate with other people, but that doesn't really...

Jun 2021
||
(0)
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CMIO

We use Secure Chat a good amount of time. I am pretty pleased with it. I am readjusting my...

Jun 2021
||
(0)
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CMIO

Epic’s executives are absolutely involved. They attend meetings. They are communicative about...

Jun 2021
||
(0)
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CMIO

There are some issues that have been identified by many different organizations, and Epic hasn’t...

Jun 2021
||
(0)
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CMIO

Secure Chat is in the midst of a little bit of a battle as to whether it is in our long-term plans,...

May 2021
||
(0)
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CMIO

The system is not as good as a conventional texting application, but it is getting better. There...

May 2021
||
(0)
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CMIO

The system has great functionality for asynchronous communication and texting in a secure manner. It...

May 2021
||
(0)
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CMIO

One particularly nice thing about Secure Chat compared to other third-party systems is that it is...

May 2021
||
(0)
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CMIO

We had some problems with the system after a recent upgrade. Epic was very responsive in helping us...

May 2021
||
(0)
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CMIO

I am a big fan of Secure Chat. It has a greater potential than what we are using it for. Our...

May 2021
||
(0)
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CMIO

We have monitoring software that detects each instance of someone accessing another person's chart...

May 2021
||
(0)
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CMIO

Epic's communication team has great responsiveness to issues. The team runs with issues and fixes...

May 2021
||
(0)
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CMIO

Users compare Secure Chat to the chat and texting apps on their phones, so users don't like that...

May 2021
||
(0)
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CMIO

There wasn't education for the initial implementation, and there isn't ongoing training for Secure...

May 2021
||
(0)
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VP/Other Executive

One area that I am concerned about is patient communication, whether it is texting or emailing. It...

May 2021
||
(0)
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CIO

Patients are impressed that their provider has a method for the primary care doctor to communicate...

May 2021
||
(0)
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 or  to see details.

CIO

Epic's implementation costs are high. With COVID-19, the year has been very unique. We struggled a...

May 2021
||
(0)
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 or  to see details.

CIO

Epic has first-class stability and great support. We are very satisfied with the product. Any low...

May 2021
||
(0)
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 or  to see details.

CIO

Epic's support is amazing across the board. They certainly try to drive outcomes for us.

May 2021
||
(0)
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 or  to see details.

CIO

Secure Chat provides the communication functionality within Epic's suite. The tool lets us text...

May 2021
||
(0)
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 or  to see details.

Physician

I love Secure Chat. I am not a fan of instant messaging for the most part. My organization has...

May 2021
||
(0)
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 or  to see details.

CMIO

Secure Chat is a great way to have HIPAA-compliant chats across devices in our organization. We hope...

May 2021
||
(0)
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 or  to see details.

CMIO

Epic could improve by helping us to do things optimally and getting our people to use their tools....

May 2021
||
(0)
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 or  to see details.

CMIO

We have an excellent relationship with Epic. They are the go-to vendor for my team. I haven't...

May 2021
||
(0)
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 or  to see details.

Director

Around the time of the pandemic, we started more aggressively using Secure Chat and using it in...

Apr 2021
||
(0)
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Director

We are sometimes challenged when it relates to our teams that are less computer based than others....

Apr 2021
||
(0)
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Analyst/Coordinator

We have not had any major requests or any utilization changes with Secure Chat. It is being adopted...

Apr 2021
||
(0)
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 or  to see details.

Analyst/Coordinator

Epic did a lot to help us with COVID-19 and had fast responses and turnaround times.

Apr 2021
||
(0)
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VP/Other Executive

Our Secure Chat usage has ramped up markedly with COVID-19, and it has stayed steady since then....

Apr 2021
||
(0)
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VP/Other Executive

Epic is very careful about making promises. However, if Epic gives us a promise, they stick to it.

Apr 2021
||
(0)
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 or  to see details.

VP/Other Executive

Secure Chat gives us a secure way to communicate by leveraging the solution within mobile devices as...

Apr 2021
||
(0)
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VP/Other Executive

Epic has built out some functionality related to on-call shifts, but Secure Chat is built for Epic...

Apr 2021
||
(0)
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CMIO

Epic has solved a lot of latency problems. We haven’t had any issues with that in a while. That is...

Apr 2021
||
(0)
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 or  to see details.

CMIO

Epic is developing lots of bells and whistles, but the one thing they have left to fix is that if I...

Apr 2021
||
(0)
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CMIO

In terms of impact, one is a reduction in the use of paging. Before Secure Chat, I would have to...

Apr 2021
||
(0)
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CMIO

One outcome that we would like to see is more efficient communication with groups other than...

Apr 2021
||
(0)
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CIO

We have a bridge strategy of sorts in place. If Epic can provide 80%–85% of the functionality that...

Apr 2021
||
(0)
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CIO

Secure Chat has been a good success thus far, but I anticipate us really turning the corner as we...

Apr 2021
||
(0)
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CMO

The functionality is good. Secure Chat is tied to the EMR, and we are able to asynchronously message...

Mar 2021
||
(0)
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 or  to see details.

CMIO

There are a lot of things that could be better with Secure Chat. For instance, I would like to have...

Mar 2021
||
(0)
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 or  to see details.

CMIO

I am a big fan of Secure Chat. We like the ability to tell that somebody has read a message and is...

Mar 2021
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Secure Chat is a little weird on the inpatient side. We type in a box that shows one or two lines,...

Mar 2021
||
(0)
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 or  to see details.

CMIO

Epic has evolved since we started. They take their customer feedback and give extra options as...

Mar 2021
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

The vendor did a good job of giving us tools to help with the initial training and implementation....

Mar 2021
||
(0)
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 or  to see details.

CMIO

Secure Chat has functionality that is missing related to when to be contacted. There need to be...

Mar 2021
||
(0)
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 or  to see details.

CMIO

Epic doesn’t have a good solution for connecting with a patient’s PCP that is not in our network....

Mar 2021
||
(0)
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 or  to see details.

CMIO

We have to create our own dashboards for outcomes. It would be better if the system had an...

Mar 2021
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

If an organization is using Epic's enterprise system or a number of Epic solutions, Secure Chat...

Mar 2021
||
(0)
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 or  to see details.

CMIO

We would like for Epic to allow us to create a configuration that lets clinicians say they are...

Mar 2021
||
(0)
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CMIO

Epic's implementation services are really good. Epic is really committed to not letting anybody...

Mar 2021
||
(0)
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VP/Other Executive

I love Secure Chat; everyone here seems to love it. One slick feature is the ability to link a...

Mar 2021
||
(0)
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VP/Other Executive

When we rolled out Secure Chat, we did not set rules that defined what a chat, call, or message was,...

Mar 2021
||
(0)
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VP/Other Executive

Our nurses check out secure phones for their shifts so that they can use Secure Chat. That has been...

Mar 2021
||
(0)
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Director

Epic has been pretty honest with us about what Secure Chat is and what it is not. I don't feel like...

Mar 2021
||
(0)
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Director

We didn't do very much training for Secure Chat. It has been pretty easy to adopt. Our main...

Mar 2021
||
(0)
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Director

Secure Chat is a great tool. It is very easy to use. In general, we are seeing a lot of use with...

Mar 2021
||
(0)
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Director

Understanding how to use Secure Chat organizationally has certainly been challenging. We had more...

Mar 2021
||
(0)
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Director

The challenge with Secure Chat has been more about our expectations of what it would do for us....

Mar 2021
||
(0)
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Director

We are an Epic shop, and we use the system a ton. We love it. It is user friendly. I don't know what...

Mar 2021
||
(0)
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 or  to see details.

CMIO

I would love to get rid of pagers at some point, and Secure Chat doesn't support that. I want the...

Feb 2021
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Overall, we are very happy with Secure Chat. It does what it is supposed to do. It delivers secure...

Feb 2021
||
(0)
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CMIO

Epic could improve their group functionality. If we have a group that changes a lot, we can add...

Feb 2021
||
(0)
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CMIO

Where we are going with Secure Chat is results notifications. If we get a lab result, I want the lab...

Feb 2021
||
(0)
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CMIO

Secure Chat is pretty much an out-of-the-box solution. It has worked as advertised. There are some...

Feb 2021
||
(0)
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CMIO

Epic does very well in terms of support. We always have access to their technical services. They are...

Feb 2021
||
(0)
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CMIO

Epic has been pretty good about telling me what they can do and when they can do it. Granted, I have...

Feb 2021
||
(0)
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CMIO

I am happy with Secure Chat in terms of receiving our money's worth. It is a fantastic return on...

Feb 2021
||
(0)
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CMIO

Secure Chat is fine. We just have to operationalize the product a little bit better. If we try to...

Feb 2021
||
(0)
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CIO

End users love Secure Chat. Epic is quite proactive.

Feb 2021
||
(0)
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VP/Other Executive

Because Secure Chat is part of Haiku, figuring it out doesn’t require any special training....

Feb 2021
||
(0)
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VP/Other Executive

Secure Chat is part of a package, so we don’t get charged anything extra. That was not cheap, but we...

Feb 2021
||
(0)
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VP/Other Executive

I talk to our Epic executives all the time, and they are very engaged.

Feb 2021
||
(0)
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 or  to see details.

VP/Other Executive

If we can roll out Secure Chat across our institution, then our satisfaction will stay high. People...

Feb 2021
||
(0)
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VP/Other Executive

It would be great if we could message people on other Epic instances or even those who are not on...

Feb 2021
||
(0)
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 or  to see details.

Manager

When planning to implement Secure Chat, people should make sure that they have the right...

Feb 2021
||
(0)
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CMIO

I like that Secure Chat is integrated with our EMR. We can link patients and send secure pictures....

Feb 2021
||
(0)
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CMIO

Secure Chat has extra charges. But some of the improved functionality comes as part of our overall package....

Feb 2021
||
(0)
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 or  to see details.

CMIO

There is a lot of room for improvement, and the vendor has been very reluctant to make changes. If...

Feb 2021
||
(0)
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 or  to see details.

VP/Other Executive

We have been with Epic so long that we know exactly who to call, when to call, and how to get to...

Feb 2021
||
(0)
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 or  to see details.

VP/Other Executive

The executives have been very involved. Since we are so far along, we don’t reach out to the...

Feb 2021
||
(0)
 Thank you  Helpful

 or  to see details.

CIO

In terms of overall satisfaction, Epic deserves the highest score, and I think they will stay at the...

Feb 2021
||
(0)
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 or  to see details.

CIO

Based on the cost, Secure Chat isn't very expensive, and we get a lot out of it. When we buy a first...

Feb 2021
||
(0)
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 or  to see details.

CIO

Secure Chat doesn't really have interoperability because it doesn't really talk to anything. One of...

Feb 2021
||
(0)
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CIO

There wasn't a lot of training specifically for Secure Chat. However, we have had a good experience...

Feb 2021
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Communications is increasingly becoming more of an opportunity for our organization. The advent of...

Jan 2021
||
(0)
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VP/Other Executive

Despite Secure Chat inciting a few challenges that are important to recognize, we are broadly using...

Jan 2021
||
(0)
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 or  to see details.

CMIO

I don’t know that there have been any issues with Secure Chat. Epic’s support is really pretty...

Jan 2021
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Secure Chat is pretty easy to use. What I really like about the system is its ease of use and that...

Jan 2021
||
(0)
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 or  to see details.

CMIO

When it comes to delivering new technology, they are a little slower than we would like. I wish that...

Jan 2021
||
(0)
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Manager

The only downside with Secure Chat is that I have to keep an eye on my Secure Chat button within...

Jan 2021
||
(0)
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Manager

In my specialty, there are times where we get physician orders that we have questions about, and...

Jan 2021
||
(0)
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 or  to see details.

Manager

Secure Chat has been really great. Our physicians use it significantly to communicate with one...

Jan 2021
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

The application is fairly new. There are ongoing discussions about how best to utilize it. There are...

Jan 2021
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Based on the feedback we are getting, there are still some elements that could be enhanced a little...

Jan 2021
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

There are some things that we would like to see in product functionality. The product development...

Jan 2021
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

I think interoperability should be all along the care continuum. I can't use Secure Chat to reach...

Jan 2021
||
(0)
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 or  to see details.

CMIO

We have had a few hiccups here and there with the ongoing support, but it hasn’t been bad.

Jan 2021
||
(0)
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 or  to see details.

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