Secure Chat
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Subject Expert
Paul Hess
Research Director
Commentary Summary
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User Commentary
I think there is some concern that people are using Secure Chat now more than email for different...
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We love Secure Chat. People have really embraced it. They have been using Secure Chat a lot more...
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People struggle sometimes if end users have multiple Secure Chat threads going at once with the same...
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There are some basic functions for messaging and texting that Secure Chat lacks, like the ability to...
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We have had differing degrees of adoption in different areas with Secure Chat. We have had better...
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Secure Chat works. The thing I don't like about Secure Chat has nothing to do with its...
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Epic does not nickel-and-dime. As a matter of fact, during the pandemic, they gave us credits. Epic...
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I love Secure Chat. The providers can message each other regarding their patients, and the system...
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We have learned that it is hard to ease end users in by implementing bits and pieces of a system. We...
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Our organization was looking for a way to deal with asynchronous communication because we didn't...
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Initially, our nurses didn't have Rover deployed, but our physicians had Haiku and Canto. That...
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Epic is proud of the product that they have created, and they should be. Secure Chat is a great...
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As Epic rolls out new systems like Secure Chat, they don't put as much work into training if they...
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Secure Chat's product quality is really good. There are a couple of areas where the vendor is a...
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From a technical perspective, Secure Chat meets our organization's needs. From an end-user...
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Secure Chat isn't necessarily keeping up with comparable technologies in the clinical communications...
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Epic is very proactive about looking for problems and helping us with them. The vendor is very...
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In measuring Secure Chat in terms of employee experience, patient safety, and quality of care, the...
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Initially, there was a big holdup with Secure Chat because providers didn’t want another avenue...
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Using Secure Chat doesn't take any training, which is one of the product's huge draws. Epic didn't...
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Epic gives us a functional product that is easy to turn on and easy to use. But they are not holding...
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We haven’t had to do a lot of training, but when we have done training, it has been solid. We have...
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Secure Chat needs a strong infrastructure around provider-facing things such as care teams, roles,...
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Epic keeps their promises in an obsessive-compulsive way. Epic is so proactive and bombards me with...
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The user interface could be easier on the eyes than it is. At the top of the screen, the information...
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We are pleased with Epic’s responsiveness when we point out opportunities and failures in Secure...
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Epic is working on this functionality, but when we send an email and add a bunch of people in the...
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We would like to be able to use Secure Chat as a super reliable and fail-safe paging type of...
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Some of my people want Secure Chat to behave differently than it does, but I don't think that Epic...
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There are a couple of things in Secure Chat that still aren't working or that the product doesn't...
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Some of our people don't really want to use Secure Chat because they can't turn it off themselves. I...
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I am a glass-half-full person. I think that our satisfaction with Secure Chat will improve in a year...
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We didn't have a secure messaging solution before Secure Chat, so before we went out to buy one, we...
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We have significantly reduced our classic pages by using Secure Chat. Getting paged was a big pain...
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Epic seems to be open to feedback. It is just a matter of where things end up on a development map....
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I don't think that we really did any training for Secure Chat. We went live with Epic, and we had to...
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Epic built Secure Chat as something that would solve all of our communication problems. However, it...
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The product's biggest limitation is its manual-assignment process. We would like to see that process...
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The product is relatively easy to use, but it has some clunky aspects. For example, we can see when...
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Epic is working on a product, and each new upgrade has a little more functionality. We can see that...
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Text messaging has evolved, but medical laws haven't kept up. We know that we can't be texting...
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We struggle with sending secure after-hours messages to physicians who aren't on call. Right now,...
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Epic doesn't provide training for Secure Chat. They provide a tool, and we implement it, but then we...
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Epic is very forthcoming with what Secure Chat can and can't do. The vendor explains what Secure...
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There are some limitations within the tool. Some of the functionality within the system is not as...
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Secure Chat is not evolving very much anymore. The platform is what it is, and Epic is not spending...
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I would tell a peer to go all in on Secure Chat and try to eliminate other stand-alone communication...
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An area that could improve with Secure Chat is broader use or the flexibility to use the solution...
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We don't have a lot of control over what we get and how we configure things within Secure Chat. Part...
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Epic has done a great job with virtual training and builder courses. The training is very helpful,...
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Secure Chat is far better than it was a few years ago, but there are a lot of optimizations Epic...
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Epic's software is expensive, but the interoperability we get is key. Epic provides us with regular...
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Epic is so responsive that it is hard to name a thing and not have full confidence that Epic will...
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We would like Epic to develop VoIP integration, to make a more sophisticated, non-patient-centered,...
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Epic is easy to work with, responsive, and engaged, and they deliver what they promise. Their...
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I actually have physicians who are asking the nurses not to use Secure Chat. On their days off, the...
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We have to go online to the vendor's website in order to access trainings, and people really don't...
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I don't like Secure Chat's ability to connect teams who are caring for a patient. There can be many...
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One issue that we have had with the product has been trying to figure out what modalities of...
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Secure Chat is great for communication. However, we don't like that there isn't a way to put it into...
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Secure Chat continues to work great for us. We are extending Secure Chat functionality deeper and...
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Buying into Epic was a pretty big investment for us. We knew our investment into managing Epic's...
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We worked with Epic during COVID-19, and we were pleasantly surprised at the things they offered and...
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Epic has started a tune-up program, and they don't charge providers for it. They create a plan for...
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We get training from Epic on how to build Secure Chat, but users really don't need training on how...
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So far, the utilization of Secure Chat hasn't been high. Education and awareness are not the most...
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Secure Chat isn't consistent. Our physicians really want us to change to another vendor's system,...
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We have been able to automate some messaging. The solution's messages can be role based, identity...
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I like Epic's identity provisioning. The solution doesn't duplicate my status in the EHR. I can see...
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My aspirations for Secure Chat are massive. I want the solution to be robust. The solution meets my...
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I am ecstatic with Secure Chat. The fact that we have committed to a platform means that we will be...
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We can look at all of our data to see who is using what. The fact that that is relational has been...
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I don’t hear much from Epic about this product. Secure Chat doesn’t seem to get as much attention as...
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The system doesn’t integrate well with our on-call schedule system. I don't see that integration...
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We have been struggling with HIPAA-compliant communication for our providers. It was cumbersome for...
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It is a beautiful thing to have access to Secure Chat through our EMR and our smartphones. Secure...
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We can't type things in Secure Chat while in Hyperspace or other products. We have to manually make...
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The solution has definitely improved communication. It is much easier because it is linked to the...
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We looked at some other products, but Secure Chat has become so integrated into the Epic platform....
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Our biggest obstacle is the difference between the unavailable status and the out-of-office or away...
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Epic isn't very hands on when it comes to implementing the product. They are just there if we have...
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Sometimes we have an issue, and Epic's fix isn't quite 100% what we are looking for. There are...
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We talked about a patient flow program. If I see something that I need to act on, I need to...
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Epic has a pretty robust road map of where they want to go, and they are doing a good job of...
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We are not happy with Secure Chat. We are at a crossroads for our organization with intrateam...
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There are some challenges in Secure Chat where I can’t see a message without spending a lot of time...
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Epic intends to keep promises, but their development times are slipping. They haven’t kept up with...
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Bringing a very narrow thing into our huge collaboration with Epic is hard. The difference between...
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The product is effective when it works. Secure Chat is so integrated into the EHR, and that is the...
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Most of our users prefer Hillrom's system. That system has a lot more functionality than Secure Chat...
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Hillrom's system is integrated with other applications. That allows it to deliver critical result...
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Secure Chat is okay for what it does. However, in practice, we far prefer Hillrom's system to Secure...
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We love the system. It works great for contacting nurses who are caring for patients. We can also...
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Secure Chat is a great product, but I wish the system could do certain things. If we are in the...
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The system cuts down on the number of phone calls that the physicians have to receive because the...
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With Epic’s UGM coming up, I am sure that there will be quite a bit more functionality around the...
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We are looking at expanding a specific strategy, and we plan to use another secure messaging vendor...
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When we have asked Epic for things, they have been responsive. We have great relationships with...
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I would absolutely buy Secure Chat again, especially as Epic enhances it. The system is integrated....
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Our satisfaction with Secure Chat is currently pretty high. Epic is rapidly steering their clients,...
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Secure Chat is a powerful tool. If I weren't an Epic client, Secure Chat wouldn't be the one product...
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Initially, Secure Chat had a bumpy rollout. Whenever we introduce a new tool into the ecosystem, we...
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There are a lot of resources on the user web that we have been able to use to create our own...
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We rarely hear stories about issues with Secure Chat, but we can't have completely foolproof...
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Right now, there are some limitations in Secure Chat's functionality. If we want to create permanent...
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Over time, Epic has tried to address a lot of our concerns. They have enhanced Secure Chat pretty...
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Overall, the product is easy to use. I like that we can use Secure Chat within our EMR rather than...
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The only downside is that Secure Chat doesn't have a scheduling function. For example, if I leave...
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Secure Chat has been a very valuable system for us. It is very powerful, especially in terms of our...
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Secure Chat’s user interface could be a bit better. We have to actually click on a different...
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Physicians don't want to have another way to communicate with other people, but that doesn't really...
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We use Secure Chat a good amount of time. I am pretty pleased with it. I am readjusting my...
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Epic’s executives are absolutely involved. They attend meetings. They are communicative about...
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There are some issues that have been identified by many different organizations, and Epic hasn’t...
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Secure Chat is in the midst of a little bit of a battle as to whether it is in our long-term plans,...
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The system is not as good as a conventional texting application, but it is getting better. There...
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The system has great functionality for asynchronous communication and texting in a secure manner. It...
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One particularly nice thing about Secure Chat compared to other third-party systems is that it is...
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We had some problems with the system after a recent upgrade. Epic was very responsive in helping us...
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I am a big fan of Secure Chat. It has a greater potential than what we are using it for. Our...
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We have monitoring software that detects each instance of someone accessing another person's chart...
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Epic's communication team has great responsiveness to issues. The team runs with issues and fixes...
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Users compare Secure Chat to the chat and texting apps on their phones, so users don't like that...
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There wasn't education for the initial implementation, and there isn't ongoing training for Secure...
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One area that I am concerned about is patient communication, whether it is texting or emailing. It...
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Patients are impressed that their provider has a method for the primary care doctor to communicate...
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Epic's implementation costs are high. With COVID-19, the year has been very unique. We struggled a...
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Epic has first-class stability and great support. We are very satisfied with the product. Any low...
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Epic's support is amazing across the board. They certainly try to drive outcomes for us.
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Secure Chat provides the communication functionality within Epic's suite. The tool lets us text...
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