Secure Chat Commentary
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Subject Expert
Paul Hess
Research Director
Commentary Summary
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User Commentary
Product
We use Secure Chat to communicate with the doctors and nurses about authorization and authorization...
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Operations
Epic provides in-depth details for training on where to go and how to use Secure Chat. The solution...
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Relationship
Epic’s support team usually responds within 24–72 hours, depending on the nature of the issue. It...
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Value
I would recommend Epic overall to anyone, assuming they can afford it.
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Product
We can’t search in Secure Chat. There are certain features that would make the solution more user-friendly....
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Value
Epic handles costs better than other vendors, although they do charge for integrations. There are...
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Operations
One of the ongoing challenges with Secure Chat has been clinician adoption. During rounding,...
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Relationship
Epic meets our needs. They have advertised what they do, and they have expressed whatever...
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Relationship, Product
As long as we use all the Epic products, things work out beautifully together. When we start to try...
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Relationship
I can get in touch with Epic’s support staff in 20 minutes, and they will help me with something if...
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Product
The foundation of Epic’s new stuff is the ability to spin up groups easily in Secure Chat. The...
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Product
The line between third-party push notifications and Secure chat is becoming thinner. The flow of...
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Relationship
Epic never keeps their promises. There is functionality that they always promise is coming, and we...
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Product
There are so many different workarounds in Secure Chat for different iOS and Android platforms. For...
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Loyalty, Product
Epic has lots of the functionality that we all want, but it comes out in a somewhat half-baked way....
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Loyalty
Secure Chat has an additional piece to it. That is the VoIP. It is super expensive. We are very,...
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Product
The system integrates really well with our EHR, and it has fewer points of failure than our last...
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Product
I would like to be able to use Secure Chat for more things and offer more customization than we...
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Relationship
From a feature-development standpoint, we still kind of feel like Epic is operating on their own...
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Product
I would tell someone considering Secure Chat to try to commit their organization to really working...
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Product
Some features could be better in Secure Chat. In a previous electronic health record system I used,...
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Product
Secure Chat has been helpful, and I wouldn't want it to go away.
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Product
Not enough third-party technologies interface with Secure Chat, but Epic is trying to improve that....
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Value
Secure Chat costs a lot, but the cost encompasses all things.
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Operations, Product
When it comes to the solution working as promoted, Secure Chat obviously has a lot to do with...
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Relationship
Epic's customer support is very good. Epic's customer support people know me. Epic is hyperproactive...
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Relationship, Value
Epic is very proactive. They are moving us along. They have a clear vision of the future that we can...
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Relationship
I can't say enough about Epic. I have been working for decades, and I have never had a relationship...
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Operations
We need to have better education for the nursing staff members and the other personnel who use...
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Operations, Product
Secure Chat is super easy to use. I don't remember the last time we had a glitch or any issue that...
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Operations
Epic was a great partner to work with during our implementation. I never heard anyone say a negative...
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Product
The ability to attach a patient chart and have that chart review right at our fingertips is hugely...
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Product
As much as I love the on-call finder because it is easy to find in Secure Chat, it does not make it...
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Loyalty, Product
There is not much integration with Secure Chat, but some third parties don't have the capability. We...
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Product
The benefit of Secure Chat is that we are able to link to patient information and clinical...
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Product
The downside to using this solution is that there are a lot of secure chats, and the system...
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Product
I would like to see Epic make continued developments in Secure Chat's schedule integrations. The...
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Product
Secure Chat's biggest strengths are its ubiquity, broad adoption, and EHR integration.
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Loyalty, Relationship, Product
We are an Epic shop, so knowing that we are working with the best out there helps. But we have to...
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Relationship, Product
Epic’s predictive models work but are slower. Our old vendor's predictive models are actually...
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Loyalty, Product
Epic has started to see we need a FHIR API to work with certain things they have. We have App...
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Loyalty, Product
Epic’s interfacing is great. We have been doing some very novel, some calculus kind of integration...
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Relationship, Operations
Epic does really well with charting for every little thing. Epic is really careful. They have...
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Relationship, Product
With secure chat, Epic has been a little slower to do some things that we are all used to doing in...
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Relationship, Product
Epic is super strong with networking. Peer organizations have very common problems because with...
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Relationship, Operations
Epic has an ideas website and ways we can submit ideas. They are very open to things, and they know...
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Product
Epic is moving so fast now, and some of the standards they used to have time for are being pinched...
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Loyalty, Product
Epic's community deserves a pretty high score. They have some things they didn't quite develop fast...
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Relationship, Product
Epic is on Capitol Hill. Dr. Jackie Gerhart is testifying now about how to improve the healthcare...
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Relationship, Operations
I was just on a webinar with Epic, and it was all about ambient speech, AI, development, what is...
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Loyalty, Relationship
Epic has been working with us on a yearslong unified communications project. We are going to go to...
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Product
Secure Chat is a tool that doesn't have associated metrics for patient care outcomes, physician...
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Loyalty, Product
We stay with Secure Chat because Epic is one of our preferred vendors, and we are trying to do...
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Product
The solution has the ability to do templated work, but the workflows are not intuitive. The vendor...
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Operations, Product
The solution has a lot of features, but we continue to see a lot of development with new features,...
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Product
Secure Chat is overall a good product with a solid road map, but it does not meet all our needs.
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Loyalty
Secure Chat works exactly as designed. Based on the length of my experience with Epic, I see no...
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Relationship
Epic is good at alerting us to critical issues. Also, we recently had Epic developers on-site to...
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Loyalty
We decided to switch to Secure Chat even though we knew there would be some gaps in the...
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Relationship, Product
I think Epic has a vision, and they do deliver on the vision, but sometimes it takes a long time....
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Loyalty, Product
The number-one thing Secure Chat needs to integrate with that it is not integrating with now is...
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Product, Value
I think there are problems with Secure Chat, but there is a lot of value in having the same vendor...
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Loyalty, Value
We rolled out Secure Chat a lot more broadly than we ever did a different solution because Secure...
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Product
There is always room for improvement, but the updates coming from Epic's headquarters and the way...
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Loyalty, Product
There are still some things that Epic needs to bring in and catch up to. Other solutions let users...
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Loyalty
We have mostly transitioned to Secure Chat; however, we did have to keep our other solution for...
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Loyalty, Operations
We are getting somewhere with Secure Chat. Once someone goes to Epic, things just take a long time....
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Relationship, Product
We like the system's PHI-safe communication across mobile and fixed workstations in Secure Chat....
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Loyalty, Product
We are very happy with Secure Chat, but there is still more to go. One of the improvements that we...
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Product
Secure Chat is good so far, and it is very well-liked. What the staff and physicians really like...
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Operations
We do a lot of the in-house training ourselves. If we could design a training program, it would be...
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Operations, Product
Secure Chat works. It is a very stable platform. It is available during downtime; it doesn't rely on...
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Product, Value
Secure Chat is typically a little bit behind the industry. There are extra modules and third-party...
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Relationship, Product
Secure Chat is very powerful, but we encounter issues when it comes to the staff adoption of it. Our...
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Product
Epic now has the ability to use VoIP natively with their system. We don't have to download something...
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Relationship
Epic’s support team is very responsive when we complain about stuff. Epic is very receptive to...
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Value
I don't pay the bills, but I know Epic is expensive. I would like to see their products be a little...
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Product
Secure Chat has been very well integrated, and it is super intuitive. Integration is where Epic excels....
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Value
To move the app to put VoIP in Secure Chat for app-to-app calling or just VoIP, Epic has come up...
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Loyalty, Value
Secure Chat has taken over our world; it is our clinical and nonclinical communication tool. We were...
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Product
The challenge with Secure Chat is that the reporting tools aren't mature. Epic has made great...
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Relationship
Sometimes Epic is not as proactive about some of the things that come our way as we would like them...
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Relationship, Operations, Product, Value
Epic has release notes for us to review for upgrades, and those are generally good. Also, Secure...
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Product
Secure Chat is a superior product. It has everything we need, and we don't use it nearly to its full...
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Relationship, Product
Everything has been pretty smooth with Secure Chat. We have pretty flawless upgrades, and we have...
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Product
I really like how Epic has continually added new features to Secure Chat, especially enabling...
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Operations, Product
It has been so long since we were trained with Epic years ago. However, I would say with Secure...
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Loyalty, Relationship
We had to tell Epic what needed to be fixed on Secure Chat. However, Epic reaches out to us all the...
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Product
Our biggest communication challenge is making sure that the nurses know when not to use Secure Chat....
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Relationship, Operations
I look at Epic’s webinars for their unified communications and things like that, and they tell us...
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Product
Compared to when it first started, Epic has anticipated a lot of what people need now, probably...
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Relationship, Product
The limitations we have are our own limitations, not Epic's. If we had everything we needed for...
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Operations, Product
If someone knows how to send text messages or use Instagram or Snapchat, they won't have issues...
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Relationship
Epic is so great when supporting us. We get road maps from Epic for Secure Chat. They are all posted...
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Loyalty, Relationship, Product
Epic is building communication for Secure Chat between different healthcare systems. We would love...
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Product
I get complaints that Secure Chat is being misused, but Epic doesn't make it easy to audit the...
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Product
The Secure Chat functions and tools are great. We have never had an Epic product that hasn't worked.
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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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