Secure Chat
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Subject Expert
Paul Hess
Research Director
Commentary Summary
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User Commentary
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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Product
Secure Chat is one of the most useful tools that we enable. Our providers love it. Our volumes are...
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Product
Secure Chat has a significant benefit because it is integrated with Epic's products in a closed...
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Loyalty
We wouldn't be nearly as successful with the product if we would have chosen an alternative solution...
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Product
Secure Chat has been a step up from our previous communications. The system provides a way for...
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Relationship, Operations
We work with Epic regularly, and there are a lot of enhancements that we have requested. Some...
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Relationship
Epic is very good at letting us know what is coming and when. When other vendors say they are...
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Loyalty, Product
We have another paging solution, and that solution doesn’t interact with Secure Chat. That is an...
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Loyalty
We will be upgrading the product soon. There are a fair number of improvements coming, and we are...
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Loyalty
I don't think that Epic's systems have all of the functionality that we need, so we must still work...
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Product
Our nurses don't carry their personal devices around, and we don't have Rover yet. Our nurses only...
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Product
I would recommend Secure Chat. If someone is on an Epic system, Secure Chat is very helpful....
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Relationship, Operations, Product
Secure Chat has been a huge help for reaching people because it shows who is available, but we have...
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Operations
I did not get any training on Secure Chat, but Secure Chat does seem to be a little intuitive. I...
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Operations, Product
Overall, Secure Chat has been pretty good. It is pretty intuitive. The one thing that Epic could do...
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Product
With Secure Chat, ease of use is actually a problem. The product is so easy to use that we will use...
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Relationship
We were having a big issue with how the solution sent messages, but Epic was able to help us fix that....
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Product
Secure Chat is an incredibly efficient tool for communicating with our team. It allows us to...
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Loyalty, Relationship
Epic is so big that unless we ask for something, they don't reach out to us. But we have a pretty...
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Product
The upgrades are pretty smooth. I like what Epic has done with the design of the product. The best...
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Value
Secure Chat is super cheap. It is very inexpensive compared to other communications platforms...
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Loyalty, Product
Secure Chat is definitely a go-forward solution for us. We use Epic products first if they make...
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Relationship, Product
Secure Chat has been a pretty effective communication tool. I like that it continually gets better...
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Product
We are anxiously awaiting a VoIP function. That is one of our biggest institutional pain points for...
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Operations, Product
The technology from Epic has worked well. We have to be thoughtful about our workflows and how we...
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Relationship
Epic always communicates with us and keeps us in the loop about upgrades and things.
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Product
One strength of Secure Chat is its PHI compatibility. Our staff is very comfortable with the...
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Culture, Relationship
We have a professional relationship, so if there is an upgrade coming, we know what is happening,...
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Product
Secure Chat is really clear. I don't have issues there. The quality is good, and it is serving its...
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Loyalty
I think my satisfaction with Secure Chat will decrease. I feel like we have struggled with position...
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Operations
There is not a big level of effort around training for Secure Chat.
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Relationship
We have a love-hate relationship with Secure Chat. Some people really like it, but others don't. We...
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Product
Secure Chat’s biggest strength is that Epic has the development around it. They are making key...
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Product
A standalone application of Secure Chat would be helpful. The tool only targets clinicians. It is...
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Product
Secure Chat is a simple little tool that everyone that we reach out to uses. People love Secure Chat...
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Culture, Loyalty, Value
When we bought our Epic package, Secure Chat came with it at no additional cost. So we are not...
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Loyalty, Product
There are a lot of little things Epic could do to improve Secure Chat, and they are working on it....
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Relationship, Product
We had some slowness recently in Secure Chat. Epic acknowledged it after we reported it and after...
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Product
Secure Chat is one of the simplest things to use. The product provides what we need.
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Product
Keeping up with the demand for Secure Chat groups is one of our organization's biggest challenges....
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Product
Secure Chat’s training requires a bit more complexity around device management than other pieces of...
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Product
Compared with software from other vendors in the market, there is some functionality that Secure...
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Product
Some positives about Secure Chat are that it supports instant communication and it is broad. It is a...
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Product
Probably the lowest-hanging fruit for Secure Chat would be that we can get a preview of the message,...
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Product
Epic's solution is the best that I know of in the market.
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Product
There are really silly little situations, but it frustrates providers to see a whole inventory of...
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Relationship
Epic turns things around pretty quickly. For example, some of our users had some challenges with...
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Relationship
Epic is a very mature and nimble organization, even though they are pretty big. They are always...
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Loyalty, Relationship
Epic is going to bring out the things we want, and they are rapidly developing Secure Chat into a...
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Operations
Epic generally has good training documentation, and the vendor’s strategy serves as one of the...
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Product
Epic offers Secure Chat from clinician to clinician. Implementing a Secure Chat function between...
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Relationship, Product
People often want to leave a Secure Chat messaging group, but they don't have that capability. If...
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Relationship
Epic’s support team is awesome. I have a single point of contact. I have interactive tools that...
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Relationship, Product
We get special updates from Epic all the time. The vendor is always identifying issues. It seems...
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Loyalty
With Secure Chat, everything is in the works. The product is getting better and will continue to get...
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Product
Secure Chat is integrated deep into Epic's suite of products, so Secure Chat is upgraded on a...
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Loyalty, Product
Secure Chat is part of what we call a core system. The product is an inexpensive part of Epic's...
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Product
Epic has an honor roll and stars for everything that users adopt from Epic or use within an Epic...
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Relationship, Operations
Epic is always top notch and provides excellent training. We have regular meetings with Epic at...
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Product
We like that Secure Chat is a secure means of communication. It is integrated with the vendor's...
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Product
There is one thing about Secure Chat that is trivial but very annoying. If we are typing a message,...
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Loyalty, Product
A significant issue is that people have been getting messages sent to them when they are not...
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Product
Secure Chat is a great product overall. I have talked to people in other provider organizations who...
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Operations, Product
Our upgrade was delayed because Epic had a lot of problems with previous upgrades. There was a...
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Product
Secure Chat is a real bear because it is tied not only to the patient side but also to provider...
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Relationship
When we get into areas where Epic’s executives are unfamiliar or uncomfortable with things, the...
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Culture, Product, Value
The system's integration with our EMR and mobile apps is great. However, the vendor's support for...
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Culture, Relationship, Value
Epic provides new technology for us. Trying to build or develop things ourselves is expensive and...
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Value
Talking about whether we are getting our money’s worth is a rough conversation that would need to...
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Loyalty, Relationship, Product
Secure Chat needs to be able to manage emergency notifications or calls. Epic knows this, and it is...
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Relationship
One of the things I really appreciate about Epic is that they are constantly trying to improve and...
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Value
We want to have nurse calls and alert escalations all delivered through Secure Chat. To do that, we...
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Product
I love that Secure Chat is integrated into our EMR so doctors, nurses, and other clinical support...
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Product
Epic is a big company, and sometimes they deliver new applications that have a wow factor that is...
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Loyalty, Product
We need to make Secure Chat transactional so there are things that can make the clinician take...
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Loyalty, Relationship, Operations
One of the nice things about Epic is that if we attend their user group meetings, we get a nice view...
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Product
Secure Chat is organically growing in the sense that people like it and use it. The system is...
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Loyalty, Relationship, Product
Things are going great with Epic. The road map for Secure Chat is available and out there. I think...
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Loyalty, Product
I want to be able to use Secure Chat to log onto my Team's mobile app. There are all these other...
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Product
Secure Chat is sort of a niche product for Epic. It can be a little bit harder to get somebody who...
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Product
Secure Chat is a great communication tool, but it is not a transactional platform that can drive...
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Loyalty, Product
Secure Chat is really easy to use. There is functionality coming up on the road map. If other EMR...
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Relationship
We were getting complaints from our providers about a certain aspect of the system. I was a little...
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Product
The interface with Secure Chat is a little iffy, especially on hyperspace. To start a new message,...
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Product
My experience with Secure Chat is very positive. Initially, Secure Chat was implemented for only a...
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Product, Value
Even in hyperspace, Haiku with Secure Chat is a very convenient feature. It shows the people that...
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Operations
There is not much to train for on Secure Chat. It is so easy to use. Epic trains the trainers, and...
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Relationship
Our communication strategy is really good. Epic is really proactive, brings solutions to us, and...
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Relationship
Epic is very open when we have questions or ask for demos.
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Loyalty, Product
We would love the ability to modify some of the screens in Secure Chat. When creating a new message,...
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Relationship, Product
We have introduced Secure Chat for many things, and the system is awesome. We can chat with any...
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Product
There are two bad things about Secure Chat. One thing is that the system does not go into the...
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Relationship, Product
Epic excels in and does an excellent job of delivering new technology that meets our needs.
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Operations
When we went live, we had employees that were hired to be Epic trainers and also credentialed...
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Product
Secure Chat is pretty intuitive and easy to use. Epic is always looking for ways to improve and meet...
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Product
Secure Chat is working well for us; our numbers have increased. The product was very helpful during...
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Loyalty, Relationship, Product
Epic's big deficit right now is that they don’t have a voice solution. They are also still working...
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Loyalty, Relationship
Epic is working on some things. They are still lagging a little. They promise a lot, but they...
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Product
The great thing about Secure Chat is that it is connected to our EMR, so we can talk about patients...
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Relationship
Epic’s support team only replies to our IT people.
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Loyalty
We use a couple of different clinical communications tools, and we are looking to simplify and go to...
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Product
We would like to be able to send Secure Chat messages to mobile devices. We would also like to see...
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