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User Commentary
Functionality and Upgrades
Before the pandemic, we had deployed the standard package Epic Telehealth with Vidyo's solution as...
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Lessons Learned
All of our telehealth video sessions have included the Vidyo platform, and we have done some...
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Interfacing and Integration
If an organization is on Epic, Epic's telehealth module is the way to go. The product still has a...
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Other Observations & Comments
In the MyChart space, there are many things that make someone an active user or subscriber, and...
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Service and Support
The Epic support with the telemedicine go-live was incredible. The technical support people that...
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Functionality and Upgrades
The ease of use is very high for our practice because Epic Telehealth is embedded into the...
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Technology
By and large, Epic Telehealth works as promoted. The problems we are having are really around the...
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Service and Support
We can put in a support ticket or call Epic at any time, and in my interactions with them, they have...
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Relationship
Epic has been a great partner, and they always try to do the right thing. We occasionally run into...
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Functionality and Upgrades
We would like improvements to Epic Telehealth's group video visits. We are still waiting for Epic to...
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Technology
Epic Telehealth has consistent delivery, and the system's uptime is very good.
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Service and Support
Epic Telehealth’s support team is very good. They are always available and proactive in working with...
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Functionality and Upgrades
We are extremely satisfied with where Epic has developed the telehealth functionality. They have...
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Interfacing and Integration
Epic Telehealth has had a highly positive impact on our clinician efficiency since it bakes in...
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Relationship
Epic is very up front with pricing, and they charge exactly what they say they are going to charge....
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Functionality and Upgrades
With every single quarterly upgrade we do, we get new and better features. Epic’s service is...
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Functionality and Upgrades
In a normal in-person visit, the patient checks in with the receptionist for registration and...
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Functionality and Upgrades
It is possible we are behind with something, but I am not aware of Epic Telehealth being able to do...
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Functionality and Upgrades
We are now using the integrated version of Epic Telehealth, and it works really smoothly. It took...
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Relationship
I haven’t had any problems with Epic Telehealth because the product works so well, so we haven’t had...
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Technology
It would be nice to have more of a line of sight into when things are going to be updated,...
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Relationship
We would like to see Epic be more responsive to patient feedback that we collect about Epic...
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Functionality and Upgrades
Epic Telehealth is better than another product that we were using previously. We have no desire to...
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Functionality and Upgrades
One of the problems with the platform is that if we have a single monitor, the window covers the...
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Interfacing and Integration
Epic’s native video visit platform, done with Twilio, works great and is better than the previous...
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Interfacing and Integration
Epic is still working on adding integration with third-party interpreter services so that we can get...
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Functionality and Upgrades
Epic Telehealth works pretty much out of the box and is easy. We have a lot of experience with the...
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Relationship
We can email Epic's support team, and they are very responsive if we have a problem. The vendor's...
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Functionality and Upgrades
Epic Telehealth is very good with multiparty scenarios now. That is an area where Epic has done a...
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Technology
I wouldn't change anything about Epic Telehealth. The product is pretty good.
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Lessons Learned
If we were to talk to a peer about Epic Telehealth, the integration with our EMR would be the...
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Functionality and Upgrades
Epic is doing better at helping us understand their feature road maps and how things connect, but...
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Functionality and Upgrades
The product’s user interface is clunky. We would like to see a lot more capabilities for customizing...
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Future Outlook
Epic did some updates to make it a little easier to get to different things in the video...
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Service and Support
Epic responds to us better now. We have gotten a lot of good feedback from the vendor in the last...
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Other Observations & Comments
Epic Telehealth can’t do all of the things that other telehealth products can. However, the product...
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Relationship
Before COVID-19, telehealth was about 1% of the business. Now, telehealth is a lot more of the...
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Functionality and Upgrades
The direction that Epic is going in is very positive when it comes to having a patient and an...
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Relationship
When we are proactive with the vendor, they are really good. We meet with the vendor's people...
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Technology
From a functionality standpoint, Epic is ahead of all of their competitors.
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Technology
Epic won't be able to solve all digital health issues, but the vendor's trajectories are really...
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Future Outlook
Epic is getting better at handling multiparty scenarios. Any interactions with patients should be...
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Service and Support
Epic's support is good. There are always limitations with web and phone support, but with Epic, at...
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Functionality and Upgrades
There are a lot of challenges with the integration and how patient friendly the solution is. The...
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Service and Support
Epic is responsive generally, and that has been nice. They are making inroads, and they are aware of...
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Other Observations & Comments
When the pandemic hit, we immediately pivoted to a different telehealth platform because Epic did...
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Functionality and Upgrades
The best things about the solution are its ease of use and patient friendliness. The solution is...
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Interfacing and Integration
We like the integration and streamlined processes that come with using Epic Telehealth. The product...
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Win/Loss - Why they were selected (by current clients)
We have an Epic-first guiding principle. We are spending a lot of money on Epic, so if Epic can do...
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Technology
Epic is consistently working on being a competitor in the telehealth space. When the pandemic...
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Functionality and Upgrades
I am very satisfied with Epic Telehealth’s ability to handle multiparty scenarios. One of my...
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Functionality and Upgrades
We do get occasional complaints about the audio quality in Epic Telehealth. Additionally, when...
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Service and Support
Epic’s support quality can be lacking at times. I have had Epic employees on the technical services...
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Service and Support
Epic has a great database of support articles that we can read ourselves, and we can usually find...
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Technology
For some reason, some of the patients can't get Epic Telehealth to work sometimes. On our side, we...
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Functionality and Upgrades
Epic’s product is quite complicated. For instance, there are 70 different binary choices we can make...
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Functionality and Upgrades
Epic Telehealth is a very good product. It supersedes a lot of other solutions out there because the...
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Functionality and Upgrades
We have a good solution in Epic Telehealth, and we have enough of our own providers doing telehealth...
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Functionality and Upgrades
Epic's telehealth solution is early in its development. It hasn't matured yet, but Epic is rapidly...
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Functionality and Upgrades
With Epic, we get what they are giving us. Like all the other Epic products, the telehealth platform...
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Functionality and Upgrades
I would say a big opportunity is to continue to make the patient experience fluid, especially...
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Technology
It is easy to connect to through our EMR, and that has been very positive on the provider and...
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Other Observations & Comments
I know there is development coming for Epic Telehealth that looks good, but we can’t do multiparty...
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ROI / Cost
It seems like Epic always charges for every little thing now. We have already paid for the Epic...
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Functionality and Upgrades
We had several outages and instances of downtime that were unexpected.
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Interfacing and Integration
I like that Epic Telehealth is integrated within the EMR so we can have data in our Epic EMR of who...
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Implementation and Training
The implementation didn’t go quite as quickly as we needed it to, but overall, it went well. There...
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Functionality and Upgrades
We suffer from occasional glitches when starting sessions in Epic Telehealth. The product works as...
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Functionality and Upgrades
Our needs are constantly evolving within healthcare, and it seems as though there is always an extra...
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Other Observations & Comments
Epic has caught up to many of the vendors in the telehealth space with their functionalities and...
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Relationship
Epic does a good job of following timelines. Because Epic Telehealth is a newer product, Epic is...
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ROI / Cost
Epic charges for integration. I understand that the vendor just can't eat the cost of integration...
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Functionality and Upgrades
For the most part, we have been happy with Epic Telehealth. The system is very streamlined and...
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Relationship
It has taken a while for Epic to get to a place where they are catching up with other vendors, but...
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Functionality and Upgrades
A lot of people, both patients and providers, really like that Epic Telehealth promotes the staff's...
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Functionality and Upgrades
We have had trouble logging in and accessing the product every now and then. I am not sure whether...
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Implementation and Training
I don't know whether any of us have really gotten much training from Epic for their telehealth...
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Functionality and Upgrades
When the COVID-19 pandemic came along, our separate organizations used a mishmash of different...
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Implementation and Training
I would recommend Epic's solution to a friend. The quality and effectiveness of the implementation...
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Technology
We use Epic's system as our primary method for telehealth; the system has met our needs exactly as...
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Functionality and Upgrades
The development of Epic's telehealth product is slightly behind some of their competitors' products...
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Future Outlook
Epic is investing heavily in their native video solution. In the past, Epic wasn't quite ready when...
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Implementation and Training
As far as training goes, I feel like Epic is a college as much as anything else, so we are very...
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Other Observations & Comments
The ongoing challenge with the product is that it doesn’t have a quick auto-refresh feature to...
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Interfacing and Integration
I am pleased with the integration of the product. In the one area where we are not integrated, the...
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Technology
Epic is making quick progress with technology, and they have gone through rapid iterations of the product....
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Win/Loss - Why they were selected (by current clients)
We selected Epic's system for the integration from a healthcare standpoint. Our schedulers and...
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Functionality and Upgrades
Getting Epic Telehealth integrated to the desktop was a huge satisfier, and we can still use the...
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Functionality and Upgrades
We have some usability challenges in Epic Telehealth. We have integrated solutions that are not...
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Functionality and Upgrades
We have gotten to a point where we have pretty good processes in place for Epic Telehealth. The...
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Service and Support
Epic’s ongoing phone and web support is one of the best things they have. Epic doesn't make any...
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Interfacing and Integration
The Vidyo piece becomes really important in how Epic interacts around it. What matters to us is that...
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Functionality and Upgrades
Epic's telehealth system is embedded in MyChart, so the patient schedules through MyChart, checks...
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ROI / Cost
Epic's system is very expensive, but we get every penny out of the system, and it is definitely...
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Relationship
We are supported by the vendor. They reach out to us when there are things that we need to fix or...
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Relationship
Epic is conservative about making promises, and they keep the promises that they make.
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ROI / Cost
Epic saved us a lot of money during the pandemic. They gave us some things just because that was the...
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Interfacing and Integration
One of the system's strongest features is that it is completely integrated with our EHR. Epic uses a...
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Functionality and Upgrades
From the provider's perspective, Epic's telehealth software is an integrated solution. Everything is...
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Functionality and Upgrades
In the system's current form, we do not have an inpatient consulting functionality so the provider...
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Implementation and Training
We don't really get training from Epic related to Epic's telehealth system. Upgrades get pushed out,...
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Relationship
Epic keeps promises, but not always on the timeline that I would like. When we rolled out Epic...
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ROI / Cost
I like Epic's pricing structure. The vendor bills us correctly. Epic Telehealth is doing well...
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Win/Loss - Why they were selected (by current clients)
We went with Epic Telehealth for the system's integration capability. We liked the automated...
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Functionality and Upgrades
The solution is easy to use. We actually had a doctor use Epic Telehealth without them even knowing...
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Relationship
We would like faster development cycles. Epic could also improve by listening a little better to the...
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Relationship
Epic's vision is really solid. The vendor knows where we need to go. The vendor's delivery is a...
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Technology
Telehealth wasn't a big thing until COVID-19. Epic had been very slow to react to development for...
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Interfacing and Integration
The major strength of the platform is that it is integrated with the rest of the EMR and the patient...
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Functionality and Upgrades
The on-demand functionality could use improvement. Another telehealth vendor has an urgent-care...
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Relationship
Epic is sometimes slow to implement features. Epic does what they promise, but they sometimes lag...
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Future Outlook
We would like to use Epic's system as our one solution for all telehealth, but we haven't been able...
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Functionality and Upgrades
We were able to roll Epic Telehealth out on a global scale really quickly. We learned how to use...
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Other Observations & Comments
Epic provides integration, but they really don't have a video platform. Based on our conversations...
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Implementation and Training
Epic could improve their upgrade process. We have to be very proactive in understanding exactly what...
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Functionality and Upgrades
Other vendors enhance their telehealth systems more quickly than Epic does. Epic's solution has...
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Interfacing and Integration
Epic's solution is an integrated platform. That is a big selling point for our physicians. They...
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Interfacing and Integration
In the virtual health world, there are a lot of external partners we can look at to help us enhance...
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Functionality and Upgrades
Other vendors have a one-link, one-click mentality and multiparty functionality. Epic's platform has...
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Functionality and Upgrades
Epic Telehealth met our needs greatly during the pandemic because our physicians didn’t want to hold...
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Win/Loss - Why they were selected (by current clients)
We went with Epic Telehealth because we needed a very quick solution during the pandemic, and we...
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Service and Support
I am very pleased. We have a good partnership. The quality of what we are getting is stellar, and...
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Implementation and Training
Our deployment of Epic Telehealth was wonderfully done. We had top executives involved. Our...
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