Secure Chat Commentary
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Paul Hess
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KLAS Research Director - Paul Hess
 
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User Commentary

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Director

Relationship, Product

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

Feb 2024
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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
||
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Director

Relationship

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

Feb 2024
||
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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
||
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CMIO

Loyalty

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

Jan 2024
||
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CMIO

Product

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

Jan 2024
||
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CMIO

Loyalty, Product

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

Jan 2024
||
(0)
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CMIO

Product

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

Jan 2024
||
(0)
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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)
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CMIO

Product

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

Jan 2024
||
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CMIO

Product

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

Jan 2024
||
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CMIO

Product

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

Jan 2024
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CMIO

Relationship, Product

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

Jan 2024
||
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CMIO

Loyalty

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

Jan 2024
||
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CMIO

Product

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

Jan 2024
||
(0)
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CMIO

Product

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

Jan 2024
||
(0)
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CMIO

Relationship, Operations, Product

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

Jan 2024
||
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CMIO

Relationship

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

Jan 2024
||
(0)
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CMIO

Product

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

Jan 2024
||
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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)
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CMIO

Product

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

Jan 2024
||
(0)
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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
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(0)
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CMIO

Culture, Loyalty

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

Jan 2024
||
(0)
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CMIO

Product

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

Jan 2024
||
(0)
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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
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(0)
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Director

Relationship

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

Dec 2023
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(0)
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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)
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Director

Product, Value

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

Dec 2023
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Director

Operations

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

Dec 2023
||
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Manager

Operations, Product

The speed at which the vendor enhances things for Secure Chat seems slow, especially compared to the...

Dec 2023
||
(0)
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Director

Loyalty, Product

I would tell people that their insert cards need to have the correct information in them. The system...

Dec 2023
||
(0)
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Director

Loyalty

We used Secure Chat in our pockets for years, but we made a big move to dump pagers and move...

Dec 2023
||
(0)
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Director

Loyalty, Relationship, Product

We tend to stay several months from Epic's major releases. We do that because we don't want to be...

Dec 2023
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Director

Operations

Epic does not have a good training platform for where Secure Chat sits. They need to look more at...

Dec 2023
||
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Director

Relationship, Product

Epic needs to look at the nonclinical roles and how operations will use the system to communicate...

Dec 2023
||
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CIO

Product

Epic is doing pretty well with Secure Chat. The providers really like the product; it is very...

Nov 2023
||
(0)
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CIO

Product, Product, Product, Value, Value, Value

We have solved a lot of our communication issues with the complete integration of Secure Chat...

Nov 2023
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(0)
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CIO

Loyalty, Loyalty, Loyalty, Product, Product, Product

In one of the next releases, Epic is actually creating a solution to keep the communication...

Nov 2023
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(0)
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Manager

Product

Secure Chat is user friendly and very convenient for our end users. Not every end user has adopted...

Nov 2023
||
(0)
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Manager

Culture

One of the promises that was delivered was being able to remove ourselves from a conversation....

Nov 2023
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(0)
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Manager

Relationship

I talk to different people at all levels of the organization. I get high enough and have the ability...

Nov 2023
||
(0)
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CMIO

Relationship, Product

Because Secure Chat is easy to use, I get feedback from doctors that nurses are starting to use the...

Oct 2023
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(0)
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VP/Other Executive

Loyalty, Product

It is really powerful to have the Secure Chat communication tool embedded in the EHR and available...

Oct 2023
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(0)
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CMIO

Product

I like that Secure Chat is integrated, so end users have one workflow. The system is right there...

Oct 2023
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(0)
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Director

Value

I have never had an issue with charges yet. Everything that we have been talking about using, at...

Oct 2023
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(0)
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Director

Product

In an Epic hospital, Secure Chat makes nurse-to-nurse communication very strong. However, the value...

Oct 2023
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(0)
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Director

Product

I would recommend Secure Chat because Epic is a keystone EHR vendor. They continue developing and...

Oct 2023
||
(0)
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CTO

Operations

The project to roll out Secure Chat was very long. It was very tedious and difficult. But Epic was...

Sep 2023
||
(0)
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CTO

Product

Epic loves having complicated interfaces and moving things around constantly. Secure Chat doesn’t...

Sep 2023
||
(0)
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CMIO

Product

For Secure Chat, I would like to see the ability to remove myself from receiving notifications from...

Aug 2023
||
(0)
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CMIO

Relationship

Epic typically doesn't overpromise. However, they just did an upgrade where we thought there was...

Aug 2023
||
(0)
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CMIO

Product

Part of the process of onboarding a new physician is going over Secure Chat, and new physicians look...

Aug 2023
||
(0)
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CMIO

Product, Value

Secure Chat is a fantastic tool; it is probably one of the best things Epic has implemented, and I...

Aug 2023
||
(0)
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CMIO

Product

With the reports that we have, it is very hard to delineate meaningful interactions, and that can be...

Aug 2023
||
(0)
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CMIO

Product

From a technological standpoint, our experience with the product is going very well. A lot of people...

Aug 2023
||
(0)
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CMIO

Product, Value

The value of all Epic modules is interoperability. This product strongly supports that by maturing...

Aug 2023
||
(0)
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CMIO

Product

Secure Chat doesn't do a good job if users are out of the office; the system blocks people from...

Jul 2023
||
(0)
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CMIO

Product

Secure Chat is a handy tool to have in the EHR for instant messaging with staff and colleagues. The...

Jul 2023
||
(0)
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CMIO

Product

There are not a lot of opportunities to integrate Secure Chat with other products. Epic provides...

Jun 2023
||
(0)
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CMIO

Product

Secure Chat works a lot like texting, but the situation is an uncanny valley; the product is close...

Jun 2023
||
(0)
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CMIO

Relationship, Operations

Epic provides documentation that helps, but they don't actively push us to take advantage of all...

Jun 2023
||
(0)
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CMIO

Operations, Product

There is no question about ease of use with Secure Chat. We had an interesting experience with the...

Jun 2023
||
(0)
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CMIO

Operations

The quality and effectiveness of ongoing training are the responsibility of our own teams, but we...

Jun 2023
||
(0)
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CMIO

Product

Secure Chat is not as mature as we need it to be. We need to get a lot of features from Epic fast....

Jun 2023
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(0)
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CMIO

Value

We have gotten our money’s worth. Secure Chat was included in the EMR, and we have been using the...

Jun 2023
||
(0)
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CMIO

Relationship

Epic is pushing really hard to deliver new technology. The vendor keeps all of their promises to the...

Jun 2023
||
(0)
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Director

Product, Value

Secure Chat is a niche product that works well in its place. It allows care team members to...

Jun 2023
||
(0)
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Director

Operations

The training for Secure Chat pretty much falls on our team. The vendor provides training materials...

Jun 2023
||
(0)
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Director

Product

We would like the ability to share images or things that are not currently sharable on Secure Chat....

Jun 2023
||
(0)
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Director

Relationship, Operations

In general, the challenge around communication is that we still have a user base that doesn't...

May 2023
||
(0)
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Director

Value

Moving to Secure Chat has allowed us to retire other communication tools, and having things on a...

May 2023
||
(0)
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Director

Relationship, Product

Having timely push notifications is a challenge in Secure Chat. Epic needs to make sure that those...

May 2023
||
(0)
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CIO

Product

The true benefit of Secure Chat is that it is a single device for all communication. For busy...

May 2023
||
(0)
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CIO

Product

An upgrade in Secure Chat brought some benefits to the way we communicated.

May 2023
||
(0)
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CIO

Value

We would like Epic to implement a VoIP phone because we could save some money from using that kind...

May 2023
||
(0)
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CIO

Product

Secure Chat fills a bit of a void for quick communication between clinicians and nurses for patient...

May 2023
||
(0)
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CIO

Relationship, Operations

I would say to a peer considering Secure Chat that if their team is strong and capable and if they...

May 2023
||
(0)
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CIO

Product

The challenging part of Secure Chat is its high level of configurability. Some people in smaller...

May 2023
||
(0)
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CMIO

Loyalty

Secure Chat is just going to get better and better. For example, one thing that I know Epic is...

May 2023
||
(0)
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CMIO

Relationship, Product

Epic’s delivery of the solutions and upgrades is overwhelming because they develop so much good...

May 2023
||
(0)
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CMIO

Relationship

Being fully proactive when we have a change of guards can be difficult for Epic, and they don’t know...

May 2023
||
(0)
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CMIO

Loyalty, Operations

We decided to roll out Secure Chat to some roles in our organization, and the physicians are in a...

May 2023
||
(0)
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CMIO

Product

Secure Chat is one of the best tools that Epic has ever developed. One thing that the physicians...

May 2023
||
(0)
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CMIO

Relationship

One thing that I appreciate about Epic is they tell us what is coming versus what is live with our...

May 2023
||
(0)
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CMIO

Product

There is a seamless workflow between Secure Chat and Epic's other systems. For example, when Epic...

May 2023
||
(0)
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CMIO

Operations, Product

Some older physicians who are not technologically savvy need more training on the bells and whistles...

May 2023
||
(0)
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CMIO

Product

Secure Chat is not as customizable as the users would like it to be. People want more ability to...

May 2023
||
(0)
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CMIO

Relationship, Product

In terms of delivering new technology, there are a lot of things that Epic has been talking about...

May 2023
||
(0)
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Manager

Product

Secure Chat is embedded within the EMR, so it is easy to access. Since the product is in the EMR, it...

Apr 2023
||
(0)
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Manager

Loyalty, Relationship

Epic has a product road map, and generically speaking, the vendor has promised to accelerate things...

Apr 2023
||
(0)
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CNIO

Product

We love Secure Chat. We also love that it is customizable regarding the amount of time we keep...

Apr 2023
||
(0)
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CNIO

Value

Overall, Epic charges for a lot of small things that should be included. Costs related to volume are...

Apr 2023
||
(0)
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Analyst/Coordinator

Product

Secure Chat is one of the most useful tools that we enable. Our providers love it. Our volumes are...

Apr 2023
||
(0)
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CIO

Product

Secure Chat has a significant benefit because it is integrated with Epic's products in a closed...

Apr 2023
||
(0)
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CIO

Loyalty

We wouldn't be nearly as successful with the product if we would have chosen an alternative solution...

Apr 2023
||
(0)
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CMIO

Product

Secure Chat has been a step up from our previous communications. The system provides a way for...

Apr 2023
||
(0)
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CMIO

Relationship, Operations

We work with Epic regularly, and there are a lot of enhancements that we have requested. Some...

Apr 2023
||
(0)
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CMIO

Relationship

Epic is very good at letting us know what is coming and when. When other vendors say they are...

Apr 2023
||
(0)
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CMIO

Loyalty, Product

We have another paging solution, and that solution doesn’t interact with Secure Chat. That is an...

Apr 2023
||
(0)
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CMIO

Loyalty

We will be upgrading the product soon. There are a fair number of improvements coming, and we are...

Apr 2023
||
(0)
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CMIO

Loyalty

I don't think that Epic's systems have all of the functionality that we need, so we must still work...

Apr 2023
||
(0)
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CMIO

Product

Our nurses don't carry their personal devices around, and we don't have Rover yet. Our nurses only...

Apr 2023
||
(0)
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CMIO

Product

I would recommend Secure Chat. If someone is on an Epic system, Secure Chat is very helpful....

Apr 2023
||
(0)
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Director

Relationship, Operations, Product

Secure Chat has been a huge help for reaching people because it shows who is available, but we have...

Apr 2023
||
(0)
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Director

Operations

I did not get any training on Secure Chat, but Secure Chat does seem to be a little intuitive. I...

Apr 2023
||
(0)
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Director

Operations, Product

Overall, Secure Chat has been pretty good. It is pretty intuitive. The one thing that Epic could do...

Apr 2023
||
(0)
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CMO

Product

With Secure Chat, ease of use is actually a problem. The product is so easy to use that we will use...

Apr 2023
||
(0)
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CMO

Relationship

We were having a big issue with how the solution sent messages, but Epic was able to help us fix that....

Apr 2023
||
(0)
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CMO

Product

Secure Chat is an incredibly efficient tool for communicating with our team. It allows us to...

Apr 2023
||
(0)
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Manager

Loyalty, Relationship

Epic is so big that unless we ask for something, they don't reach out to us. But we have a pretty...

Apr 2023
||
(0)
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Manager

Product

The upgrades are pretty smooth. I like what Epic has done with the design of the product. The best...

Apr 2023
||
(0)
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Manager

Value

Secure Chat is super cheap. It is very inexpensive compared to other communications platforms...

Apr 2023
||
(0)
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Manager

Loyalty, Product

Secure Chat is definitely a go-forward solution for us. We use Epic products first if they make...

Apr 2023
||
(0)
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VP/Other Executive

Relationship, Product

Secure Chat has been a pretty effective communication tool. I like that it continually gets better...

Mar 2023
||
(0)
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VP/Other Executive

Product

We are anxiously awaiting a VoIP function. That is one of our biggest institutional pain points for...

Mar 2023
||
(0)
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VP/Other Executive

Operations, Product

The technology from Epic has worked well. We have to be thoughtful about our workflows and how we...

Mar 2023
||
(0)
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Analyst/Coordinator

Relationship

Epic always communicates with us and keeps us in the loop about upgrades and things.

Mar 2023
||
(0)
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Analyst/Coordinator

Product

One strength of Secure Chat is its PHI compatibility. Our staff is very comfortable with the...

Mar 2023
||
(0)
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CMIO

Culture, Relationship

We have a professional relationship, so if there is an upgrade coming, we know what is happening,...

Mar 2023
||
(0)
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CMIO

Product

Secure Chat is really clear. I don't have issues there. The quality is good, and it is serving its...

Mar 2023
||
(0)
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CIO

Loyalty

I think my satisfaction with Secure Chat will decrease. I feel like we have struggled with position...

Mar 2023
||
(0)
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CIO

Operations

There is not a big level of effort around training for Secure Chat.

Mar 2023
||
(0)
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CIO

Relationship

We have a love-hate relationship with Secure Chat. Some people really like it, but others don't. We...

Mar 2023
||
(0)
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Director

Product

I have had it brought to my attention that people are inappropriate or snarky through Secure Chat,...

Mar 2023
||
(0)
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Director

Product

A conversation disappears after a certain number of hours, and that makes things difficult....

Mar 2023
||
(0)
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Director

Product

Secure Chat is wonderful. I understand the ideology behind it. Secure Chat is a very efficient way...

Mar 2023
||
(0)
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Manager

Product

Secure Chat’s biggest strength is that Epic has the development around it. They are making key...

Feb 2023
||
(0)
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Manager

Product

A standalone application of Secure Chat would be helpful. The tool only targets clinicians. It is...

Feb 2023
||
(0)
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