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Cybersecurity Is Critical
in Today's Environment
Secure Chat Comments
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Subject Expert
Commentary Summary
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User Commentary
CMIO
When we have asked Epic for things, they have been responsive. We have great relationships with...
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CMIO
I would absolutely buy Secure Chat again, especially as Epic enhances it. The system is integrated....
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CMIO
Our satisfaction with Secure Chat is currently pretty high. Epic is rapidly steering their clients,...
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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...
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CMIO
Initially, Secure Chat had a bumpy rollout. Whenever we introduce a new tool into the ecosystem, we...
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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...
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CMIO
We rarely hear stories about issues with Secure Chat, but we can't have completely foolproof...
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CMIO
Right now, there are some limitations in Secure Chat's functionality. If we want to create permanent...
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CMIO
Over time, Epic has tried to address a lot of our concerns. They have enhanced Secure Chat pretty...
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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...
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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...
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CIO
Secure Chat has been a very valuable system for us. It is very powerful, especially in terms of our...
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CMIO
Secure Chat’s user interface could be a bit better. We have to actually click on a different...
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CMIO
Physicians don't want to have another way to communicate with other people, but that doesn't really...
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CMIO
We use Secure Chat a good amount of time. I am pretty pleased with it. I am readjusting my...
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CMIO
Epic’s executives are absolutely involved. They attend meetings. They are communicative about...
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CMIO
There are some issues that have been identified by many different organizations, and Epic hasn’t...
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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,...
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CMIO
The system is not as good as a conventional texting application, but it is getting better. There...
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CMIO
The system has great functionality for asynchronous communication and texting in a secure manner. It...
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CMIO
One particularly nice thing about Secure Chat compared to other third-party systems is that it is...
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CMIO
We had some problems with the system after a recent upgrade. Epic was very responsive in helping us...
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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...
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CMIO
We have monitoring software that detects each instance of someone accessing another person's chart...
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CMIO
Epic's communication team has great responsiveness to issues. The team runs with issues and fixes...
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CMIO
Users compare Secure Chat to the chat and texting apps on their phones, so users don't like that...
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CMIO
There wasn't education for the initial implementation, and there isn't ongoing training for Secure...
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VP/Other Executive
One area that I am concerned about is patient communication, whether it is texting or emailing. It...
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CIO
Patients are impressed that their provider has a method for the primary care doctor to communicate...
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CIO
Epic's implementation costs are high. With COVID-19, the year has been very unique. We struggled a...
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CIO
Epic has first-class stability and great support. We are very satisfied with the product. Any low...
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CIO
Epic's support is amazing across the board. They certainly try to drive outcomes for us.
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CIO
Secure Chat provides the communication functionality within Epic's suite. The tool lets us text...
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Physician
I love Secure Chat. I am not a fan of instant messaging for the most part. My organization has...
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CMIO
Secure Chat is a great way to have HIPAA-compliant chats across devices in our organization. We hope...
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CMIO
Epic could improve by helping us to do things optimally and getting our people to use their tools....
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CMIO
We have an excellent relationship with Epic. They are the go-to vendor for my team. I haven't...
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Director
Around the time of the pandemic, we started more aggressively using Secure Chat and using it in...
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Director
We are sometimes challenged when it relates to our teams that are less computer based than others....
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Analyst/Coordinator
We have not had any major requests or any utilization changes with Secure Chat. It is being adopted...
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Analyst/Coordinator
Epic did a lot to help us with COVID-19 and had fast responses and turnaround times.
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VP/Other Executive
Our Secure Chat usage has ramped up markedly with COVID-19, and it has stayed steady since then....
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VP/Other Executive
Epic is very careful about making promises. However, if Epic gives us a promise, they stick to it.
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VP/Other Executive
Secure Chat gives us a secure way to communicate by leveraging the solution within mobile devices as...
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VP/Other Executive
Epic has built out some functionality related to on-call shifts, but Secure Chat is built for Epic...
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CMIO
Epic has solved a lot of latency problems. We haven’t had any issues with that in a while. That is...
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CMIO
Epic is developing lots of bells and whistles, but the one thing they have left to fix is that if I...
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CMIO
In terms of impact, one is a reduction in the use of paging. Before Secure Chat, I would have to...
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CMIO
One outcome that we would like to see is more efficient communication with groups other than...
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CIO
We have a bridge strategy of sorts in place. If Epic can provide 80%–85% of the functionality that...
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CIO
Secure Chat has been a good success thus far, but I anticipate us really turning the corner as we...
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CMO
The functionality is good. Secure Chat is tied to the EMR, and we are able to asynchronously message...
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CMIO
There are a lot of things that could be better with Secure Chat. For instance, I would like to have...
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CMIO
I am a big fan of Secure Chat. We like the ability to tell that somebody has read a message and is...
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CMIO
Secure Chat is a little weird on the inpatient side. We type in a box that shows one or two lines,...
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CMIO
Epic has evolved since we started. They take their customer feedback and give extra options as...
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CMIO
The vendor did a good job of giving us tools to help with the initial training and implementation....
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CMIO
Secure Chat has functionality that is missing related to when to be contacted. There need to be...
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CMIO
Epic doesn’t have a good solution for connecting with a patient’s PCP that is not in our network....
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CMIO
We have to create our own dashboards for outcomes. It would be better if the system had an...
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CMIO
If an organization is using Epic's enterprise system or a number of Epic solutions, Secure Chat...
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CMIO
We would like for Epic to allow us to create a configuration that lets clinicians say they are...
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CMIO
Epic's implementation services are really good. Epic is really committed to not letting anybody...
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VP/Other Executive
I love Secure Chat; everyone here seems to love it. One slick feature is the ability to link a...
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VP/Other Executive
When we rolled out Secure Chat, we did not set rules that defined what a chat, call, or message was,...
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VP/Other Executive
Our nurses check out secure phones for their shifts so that they can use Secure Chat. That has been...
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Director
Epic has been pretty honest with us about what Secure Chat is and what it is not. I don't feel like...
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Director
We didn't do very much training for Secure Chat. It has been pretty easy to adopt. Our main...
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Director
Secure Chat is a great tool. It is very easy to use. In general, we are seeing a lot of use with...
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Director
Understanding how to use Secure Chat organizationally has certainly been challenging. We had more...
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Director
The challenge with Secure Chat has been more about our expectations of what it would do for us....
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Director
We are an Epic shop, and we use the system a ton. We love it. It is user friendly. I don't know what...
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CMIO
I would love to get rid of pagers at some point, and Secure Chat doesn't support that. I want the...
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CMIO
Overall, we are very happy with Secure Chat. It does what it is supposed to do. It delivers secure...
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CMIO
Epic could improve their group functionality. If we have a group that changes a lot, we can add...
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CMIO
Where we are going with Secure Chat is results notifications. If we get a lab result, I want the lab...
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CMIO
Secure Chat is pretty much an out-of-the-box solution. It has worked as advertised. There are some...
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CMIO
Epic does very well in terms of support. We always have access to their technical services. They are...
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CMIO
Epic has been pretty good about telling me what they can do and when they can do it. Granted, I have...
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CMIO
I am happy with Secure Chat in terms of receiving our money's worth. It is a fantastic return on...
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CMIO
Secure Chat is fine. We just have to operationalize the product a little bit better. If we try to...
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CIO
End users love Secure Chat. Epic is quite proactive.
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VP/Other Executive
Because Secure Chat is part of Haiku, figuring it out doesn’t require any special training....
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VP/Other Executive
Secure Chat is part of a package, so we don’t get charged anything extra. That was not cheap, but we...
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VP/Other Executive
I talk to our Epic executives all the time, and they are very engaged.
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VP/Other Executive
If we can roll out Secure Chat across our institution, then our satisfaction will stay high. People...
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VP/Other Executive
It would be great if we could message people on other Epic instances or even those who are not on...
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Manager
When planning to implement Secure Chat, people should make sure that they have the right...
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CMIO
I like that Secure Chat is integrated with our EMR. We can link patients and send secure pictures....
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CMIO
Secure Chat has extra charges. But some of the improved functionality comes as part of our overall package....
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CMIO
There is a lot of room for improvement, and the vendor has been very reluctant to make changes. If...
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VP/Other Executive
We have been with Epic so long that we know exactly who to call, when to call, and how to get to...
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VP/Other Executive
The executives have been very involved. Since we are so far along, we don’t reach out to the...
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CIO
In terms of overall satisfaction, Epic deserves the highest score, and I think they will stay at the...
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CIO
Based on the cost, Secure Chat isn't very expensive, and we get a lot out of it. When we buy a first...
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CIO
Secure Chat doesn't really have interoperability because it doesn't really talk to anything. One of...
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CIO
There wasn't a lot of training specifically for Secure Chat. However, we have had a good experience...
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VP/Other Executive
Communications is increasingly becoming more of an opportunity for our organization. The advent of...
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VP/Other Executive
Despite Secure Chat inciting a few challenges that are important to recognize, we are broadly using...
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CMIO
I don’t know that there have been any issues with Secure Chat. Epic’s support is really pretty...
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CMIO
Secure Chat is pretty easy to use. What I really like about the system is its ease of use and that...
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CMIO
When it comes to delivering new technology, they are a little slower than we would like. I wish that...
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Manager
The only downside with Secure Chat is that I have to keep an eye on my Secure Chat button within...
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Manager
In my specialty, there are times where we get physician orders that we have questions about, and...
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Manager
Secure Chat has been really great. Our physicians use it significantly to communicate with one...
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Analyst/Coordinator
The application is fairly new. There are ongoing discussions about how best to utilize it. There are...
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Analyst/Coordinator
Based on the feedback we are getting, there are still some elements that could be enhanced a little...
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CMIO
There are some things that we would like to see in product functionality. The product development...
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CMIO
I think interoperability should be all along the care continuum. I can't use Secure Chat to reach...
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CMIO
We have had a few hiccups here and there with the ongoing support, but it hasn’t been bad.
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CMIO
Secure Chat is integrated into the Epic system. It is very easy to make patient-centric. I can...
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CMIO
I am not sure what updates are coming. The only thing that I would really see as an improvement...
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CMIO
Driving outcomes has to do more with the implementation. We have a unique situation where one...
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CMIO
The solution is easy to use. It is just a matter of training people to actually use it. The product...
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CMIO
Secure Chat is very useful, but training people to use it is probably the hardest part. Once they...
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CMIO
With Secure Chat, we can get ahold of people very quickly when we want to, even when we aren't...
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Director
During our training with Epic, they tell us about the product, but they don't necessarily give the...
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Director
I would like to see Secure Chat have a way of indicating when we are not available. That way, we...
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Director
Secure Chat helped eliminate pagers. That is one of the tangible outcomes that we have received.
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Director
We have had a lot of success in working with Epic, especially since they started doing quarterly...
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Director
We didn't have much of a choice about using Secure Chat because it was part of Epic's package. But...
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Director
To the best of my knowledge, Epic isn't nickel-and-diming us. They haven't surprised us with any...
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Director
Epic's TS capability is really good. Their service team listens to us and hosts meetings. Epic also...
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Director
Secure Chat's interoperability is good. It is integrated with our EMR.
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Director
Secure Chat has a couple of little quirks. Group chat is one of these quirks. There also isn't full...
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Director
Judy Faulkner is one of the most involved executives in the IT industry. Most IT executives are...
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Director
I would recommend Epic to organizations similar to mine. Epic's systems are almost becoming a...
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Director
Healthcare is a zero-sum game. We have to be able to deliver on value, population health, quality,...
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Director
I don't expect the pace of Epic's innovations to change. There are so many pieces to Epic. It is...
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Physician
I have used Secure Chat to support our telemedicine model. I have been strongly recommending that we...
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Physician
What makes Secure Chat different is that everything is happening in the context of the EMR. We can't...
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Physician
I haven't used the video part of Secure Chat yet, but it looks like it would work pretty nicely. The...
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Physician
One inefficiency in telemedicine is that of connecting with referring providers to find out what the...
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Physician
Like every other product in the Epic system, Secure Chat requires a very administrative-based...
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Physician
I would actively promote and encourage all clinicians to be very familiar with Secure Chat. There...
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Director
We don't get a lot of complaints about Secure Chat. When we released it, we went from using pagers...
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Director
Overall, our relationship with Epic is good. We have ups and downs with every vendor we have, but in...
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Director
We have put in hundreds of changes to make the workflow smoother, and the process is rock solid....
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Director
In terms of integration capabilities, Epic has a lot of space to work in. Within Secure Chat there...
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CMIO
Our Secure Chat was broken, but we fixed it. No one at our organization is really using the product....
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CIO
Secure Chat is a great product. We really like it. It has matured really well. Its particular...
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CIO
The support from Epic is really good. We have had the same support folks assigned to us since the...
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CIO
Secure Chat is a very clinical-focused tool. Sometimes people want to implement a secure messaging...
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CMIO
Secure Chat has been excellent. Epic has knocked things out of the park on this one. The ability to...
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CMIO
Pooled accounts are still a little difficult within Secure Chat, but Epic is working on that. Having...
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CMIO
I am much more engaged with Epic than I am with other vendors. My biggest issue with Epic's support...
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CMIO
I think that Epic does a pretty good job of being proactive. I am trying to separate salesmanship...
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CMIO
There have been a few times when we have had to escalate things with Epic to the executive level,...
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CMIO
Secure Chat has a lot of promise, but it is missing some key features and lagging a little. That is...
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CMIO
Epic has done a really good job lately of supporting our integration goals. There are some misses,...
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CMIO
Secure Chat's ease of use is up there. I don't give it the top score though, because people are so...
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CMIO
Secure Chat is missing some key features. This keeps us from pushing it hard. We are promoting...
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CMIO
Epic is expensive, and we don't always take advantage of what we could get. That is partly because...
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CMIO
For an organization that could really choose, I don't think that I would recommend a different EHR...
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CMIO
Epic really needs to work hard on prioritizing enhancements that will get them in alignment with...
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CMIO
Secure Chat has been really important for us throughout the COVID-19 crisis. It has been essential...
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CMIO
Epic is a mixed bag. Some of their products are part of our standard licenses, while other products...
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CMIO
Epic has done a lot to try to raise the bar, but they are already kind of expensive to start with. I...
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CMIO
Overall, Epic does a pretty good job of providing training materials and resources. We use pretty...
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Analyst/Coordinator
Epic has been great during the COVID-19 crisis. They do an annual conference, and they converted...
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