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

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CIO

Loyalty

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

May 2024
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CIO

Product

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

May 2024
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CIO

Loyalty, Relationship, Product

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

May 2024
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CMIO

Product

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

May 2024
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CMIO

Product

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

May 2024
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CIO

Product

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

Apr 2024
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CMIO

Product

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

Apr 2024
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CMIO

Product

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

Apr 2024
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CMIO

Operations, Product

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

Apr 2024
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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
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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
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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
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CMIO

Loyalty

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

Apr 2024
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Manager

Loyalty, Product

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

Mar 2024
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Manager

Product

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

Mar 2024
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CMIO

Relationship, Product

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

Mar 2024
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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
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CMIO

Operations

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

Mar 2024
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CMIO

Product

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

Mar 2024
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CMIO

Relationship

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

Mar 2024
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CMIO

Relationship

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

Mar 2024
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CMIO

Product

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

Mar 2024
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CMIO

Relationship, Product

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

Mar 2024
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CMIO

Product, Value

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

Mar 2024
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CMIO

Loyalty

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

Mar 2024
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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
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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
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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
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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
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CMIO

Product

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

Jan 2024
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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
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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
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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
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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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CMIO

Culture, Loyalty

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

Jan 2024
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CMIO

Product

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

Jan 2024
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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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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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Director

Loyalty, Product

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

Dec 2023
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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
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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
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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
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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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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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Manager

Product

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

Nov 2023
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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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Manager

Relationship

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

Nov 2023
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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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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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Director

Value

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

Oct 2023
||
(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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Director

Product

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

Oct 2023
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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
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CTO

Product

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

Sep 2023
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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
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CMIO

Relationship

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

Aug 2023
||
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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
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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
||
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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
||
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CMIO

Product, Value

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

Aug 2023
||
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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
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(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
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(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
||
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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
||
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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
||
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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
||
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CMIO

Operations

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

Jun 2023
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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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CMIO

Value

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

Jun 2023
||
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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
||
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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
||
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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
||
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