Secure Chat Commentary
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Subject Expert
Paul Hess
Research Director
Commentary Summary
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User Commentary
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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Operations, Product
The speed at which the vendor enhances things for Secure Chat seems slow, especially compared to the...
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Loyalty, Product
I would tell people that their insert cards need to have the correct information in them. The system...
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Loyalty
We used Secure Chat in our pockets for years, but we made a big move to dump pagers and move...
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Loyalty, Relationship, Product
We tend to stay several months from Epic's major releases. We do that because we don't want to be...
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Operations
Epic does not have a good training platform for where Secure Chat sits. They need to look more at...
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Relationship, Product
Epic needs to look at the nonclinical roles and how operations will use the system to communicate...
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Product
Epic is doing pretty well with Secure Chat. The providers really like the product; it is very...
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Product, Product, Product, Value, Value, Value
We have solved a lot of our communication issues with the complete integration of Secure Chat...
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Loyalty, Loyalty, Loyalty, Product, Product, Product
In one of the next releases, Epic is actually creating a solution to keep the communication...
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Product
Secure Chat is user friendly and very convenient for our end users. Not every end user has adopted...
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Culture
One of the promises that was delivered was being able to remove ourselves from a conversation....
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Relationship
I talk to different people at all levels of the organization. I get high enough and have the ability...
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Relationship, Product
Because Secure Chat is easy to use, I get feedback from doctors that nurses are starting to use the...
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Loyalty, Product
It is really powerful to have the Secure Chat communication tool embedded in the EHR and available...
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Product
I like that Secure Chat is integrated, so end users have one workflow. The system is right there...
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Value
I have never had an issue with charges yet. Everything that we have been talking about using, at...
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Product
In an Epic hospital, Secure Chat makes nurse-to-nurse communication very strong. However, the value...
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Product
I would recommend Secure Chat because Epic is a keystone EHR vendor. They continue developing and...
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Operations
The project to roll out Secure Chat was very long. It was very tedious and difficult. But Epic was...
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Product
Epic loves having complicated interfaces and moving things around constantly. Secure Chat doesn’t...
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Product
For Secure Chat, I would like to see the ability to remove myself from receiving notifications from...
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Relationship
Epic typically doesn't overpromise. However, they just did an upgrade where we thought there was...
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Product
Part of the process of onboarding a new physician is going over Secure Chat, and new physicians look...
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Product, Value
Secure Chat is a fantastic tool; it is probably one of the best things Epic has implemented, and I...
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Product
With the reports that we have, it is very hard to delineate meaningful interactions, and that can be...
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Product
From a technological standpoint, our experience with the product is going very well. A lot of people...
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Product, Value
The value of all Epic modules is interoperability. This product strongly supports that by maturing...
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Product
Secure Chat doesn't do a good job if users are out of the office; the system blocks people from...
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Product
Secure Chat is a handy tool to have in the EHR for instant messaging with staff and colleagues. The...
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Product
There are not a lot of opportunities to integrate Secure Chat with other products. Epic provides...
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Product
Secure Chat works a lot like texting, but the situation is an uncanny valley; the product is close...
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Relationship, Operations
Epic provides documentation that helps, but they don't actively push us to take advantage of all...
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Operations, Product
There is no question about ease of use with Secure Chat. We had an interesting experience with the...
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Operations
The quality and effectiveness of ongoing training are the responsibility of our own teams, but we...
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Product
Secure Chat is not as mature as we need it to be. We need to get a lot of features from Epic fast....
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Value
We have gotten our money’s worth. Secure Chat was included in the EMR, and we have been using the...
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Relationship
Epic is pushing really hard to deliver new technology. The vendor keeps all of their promises to the...
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Product, Value
Secure Chat is a niche product that works well in its place. It allows care team members to...
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Operations
The training for Secure Chat pretty much falls on our team. The vendor provides training materials...
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Product
We would like the ability to share images or things that are not currently sharable on Secure Chat....
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Relationship, Operations
In general, the challenge around communication is that we still have a user base that doesn't...
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Value
Moving to Secure Chat has allowed us to retire other communication tools, and having things on a...
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Relationship, Product
Having timely push notifications is a challenge in Secure Chat. Epic needs to make sure that those...
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Product
The true benefit of Secure Chat is that it is a single device for all communication. For busy...
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Product
An upgrade in Secure Chat brought some benefits to the way we communicated.
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Value
We would like Epic to implement a VoIP phone because we could save some money from using that kind...
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Product
Secure Chat fills a bit of a void for quick communication between clinicians and nurses for patient...
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Relationship, Operations
I would say to a peer considering Secure Chat that if their team is strong and capable and if they...
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Product
The challenging part of Secure Chat is its high level of configurability. Some people in smaller...
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Loyalty
Secure Chat is just going to get better and better. For example, one thing that I know Epic is...
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Relationship, Product
Epic’s delivery of the solutions and upgrades is overwhelming because they develop so much good...
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Relationship
Being fully proactive when we have a change of guards can be difficult for Epic, and they don’t know...
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Loyalty, Operations
We decided to roll out Secure Chat to some roles in our organization, and the physicians are in a...
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Product
Secure Chat is one of the best tools that Epic has ever developed. One thing that the physicians...
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Relationship
One thing that I appreciate about Epic is they tell us what is coming versus what is live with our...
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Product
There is a seamless workflow between Secure Chat and Epic's other systems. For example, when Epic...
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Operations, Product
Some older physicians who are not technologically savvy need more training on the bells and whistles...
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Product
Secure Chat is not as customizable as the users would like it to be. People want more ability to...
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Relationship, Product
In terms of delivering new technology, there are a lot of things that Epic has been talking about...
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Product
Secure Chat is embedded within the EMR, so it is easy to access. Since the product is in the EMR, it...
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Loyalty, Relationship
Epic has a product road map, and generically speaking, the vendor has promised to accelerate things...
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Product
We love Secure Chat. We also love that it is customizable regarding the amount of time we keep...
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Value
Overall, Epic charges for a lot of small things that should be included. Costs related to volume are...
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