Secure Chat Commentary
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Subject Expert
Paul Hess
Research Director
Commentary Summary
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User Commentary
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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Relationship
There is a complexity and sometimes a reluctance around the Epic customer support people...
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Product
People take to Secure Chat like ducks jumping into a pond for the first time. Secure Chat is a very...
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Operations
Epic doesn’t really provide training for Secure Chat; they expect us to create our own training...
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Relationship, Product
One of the key areas Epic needs to continue to improve is on-call, third-party solution integration...
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Product
We are big consumers of Secure Chat. Our nurses use it almost exclusively, so it was a perceived big...
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Relationship
Working with the Secure Chat team has been good. They are a little myopic; I don’t expect them to...
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Product
Communicating across other organizations is not currently something we can do with Secure Chat and...
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Product
The biggest strengths of Secure Chat are instant communication and the ability to link to a patient...
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Relationship, Product
Epic is actually putting in some of the things that I have recommended in our next upgrade. They...
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Culture, Loyalty
Any unkept promises had more to do with functionality pieces that we had requested or made sure were...
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Operations, Product
With Secure Chat being so new for our organization, one challenge is just getting people used to the...
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Product
There is a lot of functionality that we like in the solution that is very similar to what we...
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Product
I know that Epic has phenomenal reporting in other areas, but that is one thing they could improve...
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Product, Value
The attachment of patient context is almost unbeatable with Secure Chat. Not having to transpose...
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Loyalty
I would like to see the development of some optimization items that we have requested from Epic. I...
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Relationship, Product
Epic could have better integrations and connections with third-party companies. That has been a bit...
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Loyalty
Moving to Secure Chat was kind of a game-time decision. We were vetting Secure Chat out for quite...
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Product
With Secure Chat, sometimes we struggle with people putting time-sensitive, clinical information in...
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Product
Secure Chat is a great communication tool. It allows us to talk to our colleagues across the...
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Relationship, Operations
With Epic, we have an escalation structure that goes to a person that is specifically an expert in...
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Product
Secure Chat integrates so nicely with Epic's EMR. Any third-party solution would not do that. Secure...
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Product
I would like Epic to make Secure Chat’s notifications more customizable. Also, the biggest challenge...
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Product
Secure Chat is a good functionality that Epic introduced because folks have been looking for ways to...
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Product
Part of the problem with Secure Chat is that it can sometimes be very intrusive. If we have people...
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Loyalty, Relationship, Product
The Secure Chat upgrades have been pretty seamless and do everything that Epic says they will do....
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Relationship, Product
Epic keeps working on improving things for Secure Chat, but sometimes I wonder why they didn’t bring...
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Relationship
The support from Epic is very good. They reach out regularly, meet with me, address my concerns, and...
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Product
We really don't base any workflows on Secure Chat because it is an optional technology. People can...
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Product, Value
The biggest challenge we are facing with our communication strategy is interoperability between the...
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Loyalty, Product
One of our big needs and the reason we are using the Secure Chat product today for clinical...
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Relationship
With Secure Chat, we knew what we were going to get. We talked to other organizations, and we...
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Product
Secure Chat has some limitations. It doesn't do some things that other basic chat communication apps...
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Loyalty, Relationship, Product
Epic is very innovative. The AI world is leapfrogging, and that will be a game changer. AI will...
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Loyalty, Product
Secure Chat is improving. It is integrated with Epic's other systems, and it has some features that...
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Operations
We had to do a lot of training for the system ourselves, but we got materials from the vendor, and...
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Product
Most of our challenges didn't have to do with Secure Chat. They had to do with integrating Epic's...
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Relationship
I have been told that it is easier to get ahold of folks with Secure Chat than with other solutions...
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Operations
In terms of integration, there is nothing the vendor can't do. Also, we have never had issues with...
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