Secure Chat Commentary
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Subject Expert
Paul Hess
Research Director
Commentary Summary
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User Commentary
Loyalty, Product
Having Secure Chat integrated into our unified call schedule is an area that we have run into some...
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Relationship, Product
End users say that conversations in Secure Chat are too much like texting. They don’t follow the...
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Loyalty, Product
There is a form factor that I can foresee arising, and that is a large screen in every exam room....
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Loyalty, Product
The integration problems we have with MyChart are usually with the third-party unified call schedule...
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Product
One of the challenges we are facing with Secure Chat is the wide variety of usage patterns....
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Relationship
We have had a pretty significant dialogue with the Epic leadership, and their R&D team is pretty...
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Product
Our end users don’t like the idea that they are not seeing the complete suite of message management...
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Relationship, Product
It is our task as an organization to hammer home that this system is not a shortcut to the...
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Relationship, Product
I would tell someone looking into Secure Chat to make sure that their clinical leadership, both on...
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Operations
For our updates of Secure Chat, Epic will help generate training materials that we then roll out to...
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Product
We need to use Secure Chat with the same common-sense guideposts and guardrails that we would expect...
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Product
We have this legacy understanding that is not the current state or correct, and from a people and...
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Product
The question that exists is whether Secure Chat is part of the legal medical record. It would be...
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Loyalty, Product
Epic has made Secure Chat more fully featured in the last few years. When it came out, there were a...
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Relationship
There is a complexity and sometimes a reluctance around the Epic customer support people...
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Product
People take to Secure Chat like ducks jumping into a pond for the first time. Secure Chat is a very...
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Operations
Epic doesn’t really provide training for Secure Chat; they expect us to create our own training...
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Relationship, Product
One of the key areas Epic needs to continue to improve is on-call, third-party solution integration...
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Product
We are big consumers of Secure Chat. Our nurses use it almost exclusively, so it was a perceived big...
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Relationship
Working with the Secure Chat team has been good. They are a little myopic; I don’t expect them to...
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Product
Communicating across other organizations is not currently something we can do with Secure Chat and...
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Product
The biggest strengths of Secure Chat are instant communication and the ability to link to a patient...
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Relationship, Product
Epic is actually putting in some of the things that I have recommended in our next upgrade. They...
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Culture, Loyalty
Any unkept promises had more to do with functionality pieces that we had requested or made sure were...
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Operations, Product
With Secure Chat being so new for our organization, one challenge is just getting people used to the...
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Product
There is a lot of functionality that we like in the solution that is very similar to what we...
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Product
I know that Epic has phenomenal reporting in other areas, but that is one thing they could improve...
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Product, Value
The attachment of patient context is almost unbeatable with Secure Chat. Not having to transpose...
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Loyalty
I would like to see the development of some optimization items that we have requested from Epic. I...
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Relationship, Product
Epic could have better integrations and connections with third-party companies. That has been a bit...
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Loyalty
Moving to Secure Chat was kind of a game-time decision. We were vetting Secure Chat out for quite...
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Product
With Secure Chat, sometimes we struggle with people putting time-sensitive, clinical information in...
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Product
Secure Chat is a great communication tool. It allows us to talk to our colleagues across the...
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Relationship, Operations
With Epic, we have an escalation structure that goes to a person that is specifically an expert in...
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Product
Secure Chat integrates so nicely with Epic's EMR. Any third-party solution would not do that. Secure...
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Product
I would like Epic to make Secure Chat’s notifications more customizable. Also, the biggest challenge...
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Product
Secure Chat is a good functionality that Epic introduced because folks have been looking for ways to...
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Product
Part of the problem with Secure Chat is that it can sometimes be very intrusive. If we have people...
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Loyalty, Relationship, Product
The Secure Chat upgrades have been pretty seamless and do everything that Epic says they will do....
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Relationship, Product
Epic keeps working on improving things for Secure Chat, but sometimes I wonder why they didn’t bring...
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Relationship
The support from Epic is very good. They reach out regularly, meet with me, address my concerns, and...
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Product
We really don't base any workflows on Secure Chat because it is an optional technology. People can...
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Product, Value
The biggest challenge we are facing with our communication strategy is interoperability between the...
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Loyalty, Product
One of our big needs and the reason we are using the Secure Chat product today for clinical...
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Relationship
With Secure Chat, we knew what we were going to get. We talked to other organizations, and we...
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Product
Secure Chat has some limitations. It doesn't do some things that other basic chat communication apps...
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Loyalty, Relationship, Product
Epic is very innovative. The AI world is leapfrogging, and that will be a game changer. AI will...
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Loyalty, Product
Secure Chat is improving. It is integrated with Epic's other systems, and it has some features that...
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Operations
We had to do a lot of training for the system ourselves, but we got materials from the vendor, and...
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Product
Most of our challenges didn't have to do with Secure Chat. They had to do with integrating Epic's...
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Relationship
I have been told that it is easier to get ahold of folks with Secure Chat than with other solutions...
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Operations
In terms of integration, there is nothing the vendor can't do. Also, we have never had issues with...
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Loyalty
One thing that we are really starting to delve into is placing orders through Secure Chat. We are...
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Product
Our regular upgrades are pretty smooth. The product offers an easy communication methodology within...
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Loyalty, Relationship, Product
One thing Epic should do better is make things more integrated and put together a unified...
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Product
Secure Chat's biggest strength is its integration with other Epic systems. Users can stay within a...
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Product
I would like to be able to use decision support through Secure Chat. When a nurse wants to order...
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Product
Our biggest challenge is having nurses use Secure Chat for its intended purposes. Epic does not have...
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Product
There are several things that my organization needs to do before we can fully use all of the...
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Product
I would like to see Epic have Secure Chat messages that can cross instances. All of the major health...
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Operations, Product
For Secure Chat, we don't have to do much to implement upgrades.
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Operations, Product
We try to use Epic's systems for anything that they can do. When we do upgrades, there isn't really...
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Loyalty, Product
We have some doctors who don't like Secure Chat. They don't like the fact that they can be contacted...
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Loyalty, Product
We still have some issues with Secure Chat. When a user gets a message, they have to go into the app...
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Loyalty
Making sure that our call schedule is integrated is our biggest challenge. We are getting there, but...
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Loyalty, Product
Some of the best-in-class solutions do a better job with certain capabilities than Secure Chat. For...
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Product
Secure Chat ties the clinical communications tightly with the patient piece. So what the product...
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Relationship, Product
We have taken all the Secure Chat upgrades. Epic is very helpful if we need assistance while we are...
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Operations, Product
Secure Chat is easy to use, just like any other texting interface. If we know how to text, we can...
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Operations
The vendor should be creating a module for proficiency for our individuals to learn how to be great...
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Product
Sometimes we face challenges with the product, so it is not perfect. But it works really well. There...
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Relationship
We have a great relationship with Epic. We don't have issues. We meet regularly. We are assigned...
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Relationship
We have had a pretty impressive relationship with Epic, and things haven't changed significantly.
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Product
Secure Chat is good. There are policies about when to use it and when not to. The technology works,...
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Relationship, Product
The product automatically shows availability, and we can opt in and out of messages, distribution,...
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Product, Value
Our relationship with Epic and the way their technology works are excellent. Any problems that we...
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Loyalty
There is additional functionality coming to the system that I think will be preferable. Having...
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Relationship, Product
Our staff has had some problems with patient handoffs from department to department, so Epic could...
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Relationship, Product
It would be nice if there were a way in Secure Chat to let people know when they have a message....
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Relationship
Our staff is very satisfied with Secure Chat, and I don’t see any issues with it. Epic is also...
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Product
Secure Chat is easy to use. It is built right into the EMR, and it doesn't have many bells and...
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Loyalty
Secure Chat is good. We have a pretty heavy adoption rate even compared to other organizations. We...
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Product
The mobile access to Secure Chat is limited to the Haiku and Rover applications. We have some...
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Loyalty, Product
One struggle we have is that nobody signs into the Secure Chat groups because the process is manual....
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Product
We always want more than the vendor will give us, but Epic came through with what they promised....
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Loyalty, Product
The improvements that I would like to see in the system are on Epic's road map, so we expect that...
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Product
Secure Chat has evolved in its functionality. There were several years when there was very limited...
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Product
Some functionality in Secure Chat allows us to do certain things based on login context, but the...
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Product
Secure Chat has become one of our core tools, and we use it robustly. When we first rolled it out,...
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Relationship, Product
There are still issues with people remembering to sign out, making themselves unavailable, and...
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Loyalty
Epic’s vision for Secure Chat is that it is going to fully replace pagers and maybe even phones that...
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Product
Secure Chat could use some development in things like integration and presets.
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Product
Secure Chat is an integrated, HIPAA-compliant tool where we can attach a patient, images, and...
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Relationship, Operations, Product
Epic could come to the table with recommendations for how to use Secure Chat. That would not be...
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Relationship
I like that Epic put together a steering board for Secure Chat. That showed commitment to the solution....
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Product
People use Secure Chat for a variety of reasons, and we really have to teach etiquette to users. We...
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Relationship
One problem with Secure Chat is that users don’t know who is on or off, so I have had people send me...
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Product
Secure Chat is a valuable tool. We needed something to interrupt workflow or to be able to do an...
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Relationship, Product
We still have gaps in Secure Chat, and the gaps make it hard to enforce the best behavior. When we...
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Culture, Loyalty
At the last UGM, there were some good presentations about Secure Chat and how it is considered a...
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Product
The reality is that organizations have variable use of other software systems that manage call...
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Loyalty, Product
Epic is on the right path, but I don't think that Secure Chat has the full range of features and...
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Relationship
Epic's people are very accessible. We have a physician executive, an IT executive, and a BFF who we...
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Loyalty, Product
I would definitely recommend Epic's systems. It would be nice if everyone were on Epic. We have a...
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Product, Value
We have found Epic's tools to be great for communication. Using Secure Chat has gone very well for...
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Operations
Our training for Secure Chat went really well. At one point, we weren't clear on what we needed to...
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