Secure Chat
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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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Analyst/Coordinator

I think there is some concern that people are using Secure Chat now more than email for different...

May 2022
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Analyst/Coordinator

We love Secure Chat. People have really embraced it. They have been using Secure Chat a lot more...

May 2022
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Analyst/Coordinator

People struggle sometimes if end users have multiple Secure Chat threads going at once with the same...

May 2022
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CMIO

There are some basic functions for messaging and texting that Secure Chat lacks, like the ability to...

May 2022
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CMIO

We have had differing degrees of adoption in different areas with Secure Chat. We have had better...

May 2022
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CIO

Secure Chat works. The thing I don't like about Secure Chat has nothing to do with its...

May 2022
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CIO

Epic does not nickel-and-dime. As a matter of fact, during the pandemic, they gave us credits. Epic...

May 2022
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Analyst/Coordinator

I love Secure Chat. The providers can message each other regarding their patients, and the system...

May 2022
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Analyst/Coordinator

We have learned that it is hard to ease end users in by implementing bits and pieces of a system. We...

May 2022
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VP/Other Executive

Our organization was looking for a way to deal with asynchronous communication because we didn't...

Apr 2022
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VP/Other Executive

Initially, our nurses didn't have Rover deployed, but our physicians had Haiku and Canto. That...

Apr 2022
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VP/Other Executive

Epic is proud of the product that they have created, and they should be. Secure Chat is a great...

Apr 2022
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VP/Other Executive

As Epic rolls out new systems like Secure Chat, they don't put as much work into training if they...

Apr 2022
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VP/Other Executive

Secure Chat's product quality is really good. There are a couple of areas where the vendor is a...

Apr 2022
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VP/Other Executive

From a technical perspective, Secure Chat meets our organization's needs. From an end-user...

Apr 2022
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VP/Other Executive

Secure Chat isn't necessarily keeping up with comparable technologies in the clinical communications...

Apr 2022
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VP/Other Executive

Epic is very proactive about looking for problems and helping us with them. The vendor is very...

Apr 2022
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VP/Other Executive

In measuring Secure Chat in terms of employee experience, patient safety, and quality of care, the...

Apr 2022
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CMIO

Initially, there was a big holdup with Secure Chat because providers didn’t want another avenue...

Apr 2022
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CMIO

Using Secure Chat doesn't take any training, which is one of the product's huge draws. Epic didn't...

Apr 2022
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CMIO

Epic gives us a functional product that is easy to turn on and easy to use. But they are not holding...

Apr 2022
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CMIO

We haven’t had to do a lot of training, but when we have done training, it has been solid. We have...

Mar 2022
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CMIO

Secure Chat needs a strong infrastructure around provider-facing things such as care teams, roles,...

Mar 2022
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CMIO

Epic keeps their promises in an obsessive-compulsive way. Epic is so proactive and bombards me with...

Mar 2022
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CMIO

The user interface could be easier on the eyes than it is. At the top of the screen, the information...

Mar 2022
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CMIO

We are pleased with Epic’s responsiveness when we point out opportunities and failures in Secure...

Mar 2022
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CMIO

Epic is working on this functionality, but when we send an email and add a bunch of people in the...

Mar 2022
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CMIO

We would like to be able to use Secure Chat as a super reliable and fail-safe paging type of...

Mar 2022
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CMIO

Some of my people want Secure Chat to behave differently than it does, but I don't think that Epic...

Mar 2022
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CMIO

There are a couple of things in Secure Chat that still aren't working or that the product doesn't...

Mar 2022
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CMIO

Some of our people don't really want to use Secure Chat because they can't turn it off themselves. I...

Mar 2022
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CMIO

I am a glass-half-full person. I think that our satisfaction with Secure Chat will improve in a year...

Mar 2022
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CMIO

We didn't have a secure messaging solution before Secure Chat, so before we went out to buy one, we...

Mar 2022
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CMIO

We have significantly reduced our classic pages by using Secure Chat. Getting paged was a big pain...

Mar 2022
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CMIO

Epic seems to be open to feedback. It is just a matter of where things end up on a development map....

Mar 2022
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CMIO

I don't think that we really did any training for Secure Chat. We went live with Epic, and we had to...

Mar 2022
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CMIO

Epic built Secure Chat as something that would solve all of our communication problems. However, it...

Mar 2022
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CMIO

The product's biggest limitation is its manual-assignment process. We would like to see that process...

Mar 2022
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CMIO

The product is relatively easy to use, but it has some clunky aspects. For example, we can see when...

Mar 2022
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CMIO

Epic is working on a product, and each new upgrade has a little more functionality. We can see that...

Mar 2022
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CMIO

Text messaging has evolved, but medical laws haven't kept up. We know that we can't be texting...

Mar 2022
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CMIO

We struggle with sending secure after-hours messages to physicians who aren't on call. Right now,...

Mar 2022
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CIO

Epic doesn't provide training for Secure Chat. They provide a tool, and we implement it, but then we...

Mar 2022
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CIO

Epic is very forthcoming with what Secure Chat can and can't do. The vendor explains what Secure...

Mar 2022
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CIO

There are some limitations within the tool. Some of the functionality within the system is not as...

Mar 2022
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CIO

Secure Chat is not evolving very much anymore. The platform is what it is, and Epic is not spending...

Mar 2022
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Manager

I would tell a peer to go all in on Secure Chat and try to eliminate other stand-alone communication...

Mar 2022
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Manager

An area that could improve with Secure Chat is broader use or the flexibility to use the solution...

Mar 2022
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Manager

We don't have a lot of control over what we get and how we configure things within Secure Chat. Part...

Mar 2022
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CMIO

Epic has done a great job with virtual training and builder courses. The training is very helpful,...

Feb 2022
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CMIO

Secure Chat is far better than it was a few years ago, but there are a lot of optimizations Epic...

Feb 2022
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CMIO

Epic's software is expensive, but the interoperability we get is key. Epic provides us with regular...

Feb 2022
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Director

Epic is so responsive that it is hard to name a thing and not have full confidence that Epic will...

Feb 2022
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Director

We would like Epic to develop VoIP integration, to make a more sophisticated, non-patient-centered,...

Feb 2022
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Director

Epic is easy to work with, responsive, and engaged, and they deliver what they promise. Their...

Feb 2022
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CNO

I actually have physicians who are asking the nurses not to use Secure Chat. On their days off, the...

Feb 2022
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CNO

We have to go online to the vendor's website in order to access trainings, and people really don't...

Feb 2022
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CMIO

I don't like Secure Chat's ability to connect teams who are caring for a patient. There can be many...

Feb 2022
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CMIO

One issue that we have had with the product has been trying to figure out what modalities of...

Feb 2022
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CMIO

Secure Chat is great for communication. However, we don't like that there isn't a way to put it into...

Feb 2022
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CIO

Secure Chat continues to work great for us. We are extending Secure Chat functionality deeper and...

Feb 2022
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CIO

Buying into Epic was a pretty big investment for us. We knew our investment into managing Epic's...

Feb 2022
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CIO

We worked with Epic during COVID-19, and we were pleasantly surprised at the things they offered and...

Feb 2022
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CIO

Epic has started a tune-up program, and they don't charge providers for it. They create a plan for...

Feb 2022
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CIO

We get training from Epic on how to build Secure Chat, but users really don't need training on how...

Feb 2022
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Physician

So far, the utilization of Secure Chat hasn't been high. Education and awareness are not the most...

Feb 2022
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CIO

Secure Chat isn't consistent. Our physicians really want us to change to another vendor's system,...

Jan 2022
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CMIO

We have been able to automate some messaging. The solution's messages can be role based, identity...

Dec 2021
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CMIO

I like Epic's identity provisioning. The solution doesn't duplicate my status in the EHR. I can see...

Dec 2021
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CMIO

My aspirations for Secure Chat are massive. I want the solution to be robust. The solution meets my...

Dec 2021
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CMIO

I am ecstatic with Secure Chat. The fact that we have committed to a platform means that we will be...

Dec 2021
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CMIO

We can look at all of our data to see who is using what. The fact that that is relational has been...

Dec 2021
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CMIO

I don’t hear much from Epic about this product. Secure Chat doesn’t seem to get as much attention as...

Dec 2021
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CMIO

The system doesn’t integrate well with our on-call schedule system. I don't see that integration...

Dec 2021
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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
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Analyst/Coordinator

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

Nov 2021
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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
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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
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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
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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
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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
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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
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CMIO

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

Oct 2021
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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
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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
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Director

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

Oct 2021
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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
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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
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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
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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
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CMIO

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

Aug 2021
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CMIO

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

Jul 2021
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CMIO

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

Jul 2021
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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
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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
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CMIO

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

Jul 2021
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CMIO

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

Jul 2021
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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
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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
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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
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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
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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
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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
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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
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CMIO

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

Jun 2021
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CMIO

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

Jun 2021
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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
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CMIO

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

May 2021
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CMIO

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

May 2021
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CMIO

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

May 2021
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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
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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
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CMIO

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

May 2021
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CMIO

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

May 2021
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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
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CMIO

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

May 2021
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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
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CIO

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

May 2021
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CIO

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

May 2021
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CIO

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

May 2021
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CIO

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

May 2021
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CIO

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

May 2021
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