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Epic Telehealth
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Schafer Jackson
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EMR-Centric Virtual Care Platforms 2022: Provider Insights on a Rapidly Evolving Market (Report 2 of 2)
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User Commentary

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CIO

Functionality and Upgrades

Before the pandemic, we had deployed the standard package Epic Telehealth with Vidyo's solution as...

Mar 2023
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CIO

Lessons Learned

All of our telehealth video sessions have included the Vidyo platform, and we have done some...

Mar 2023
||
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VP/Other Executive

Interfacing and Integration

If an organization is on Epic, Epic's telehealth module is the way to go. The product still has a...

Mar 2023
||
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VP/Other Executive

Other Observations & Comments

In the MyChart space, there are many things that make someone an active user or subscriber, and...

Mar 2023
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VP/Other Executive

Service and Support

The Epic support with the telemedicine go-live was incredible. The technical support people that...

Mar 2023
||
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VP/Other Executive

Functionality and Upgrades

The ease of use is very high for our practice because Epic Telehealth is embedded into the...

Mar 2023
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VP/Other Executive

Technology

By and large, Epic Telehealth works as promoted. The problems we are having are really around the...

Mar 2023
||
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VP/Other Executive

Service and Support

We can put in a support ticket or call Epic at any time, and in my interactions with them, they have...

Mar 2023
||
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VP/Other Executive

Relationship

Epic has been a great partner, and they always try to do the right thing. We occasionally run into...

Feb 2023
||
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Manager

Functionality and Upgrades

We would like improvements to Epic Telehealth's group video visits. We are still waiting for Epic to...

Feb 2023
||
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Manager

Technology

Epic Telehealth has consistent delivery, and the system's uptime is very good.

Feb 2023
||
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Manager

Service and Support

Epic Telehealth’s support team is very good. They are always available and proactive in working with...

Feb 2023
||
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Director

Functionality and Upgrades

We are extremely satisfied with where Epic has developed the telehealth functionality. They have...

Feb 2023
||
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Director

Interfacing and Integration

Epic Telehealth has had a highly positive impact on our clinician efficiency since it bakes in...

Feb 2023
||
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Director

Relationship

Epic is very up front with pricing, and they charge exactly what they say they are going to charge....

Feb 2023
||
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Director

Functionality and Upgrades

With every single quarterly upgrade we do, we get new and better features. Epic’s service is...

Feb 2023
||
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CMIO

Functionality and Upgrades

In a normal in-person visit, the patient checks in with the receptionist for registration and...

Jan 2023
||
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CMIO

Functionality and Upgrades

It is possible we are behind with something, but I am not aware of Epic Telehealth being able to do...

Jan 2023
||
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CMIO

Functionality and Upgrades

We are now using the integrated version of Epic Telehealth, and it works really smoothly. It took...

Jan 2023
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CMIO

Relationship

I haven’t had any problems with Epic Telehealth because the product works so well, so we haven’t had...

Jan 2023
||
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Manager

Technology

It would be nice to have more of a line of sight into when things are going to be updated,...

Jan 2023
||
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Manager

Relationship

We would like to see Epic be more responsive to patient feedback that we collect about Epic...

Jan 2023
||
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CIO

Functionality and Upgrades

Epic Telehealth is better than another product that we were using previously. We have no desire to...

Jan 2023
||
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CIO

Functionality and Upgrades

One of the problems with the platform is that if we have a single monitor, the window covers the...

Jan 2023
||
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CMIO

Interfacing and Integration

Epic’s native video visit platform, done with Twilio, works great and is better than the previous...

Jan 2023
||
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CMIO

Interfacing and Integration

Epic is still working on adding integration with third-party interpreter services so that we can get...

Jan 2023
||
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CMIO

Functionality and Upgrades

Epic Telehealth works pretty much out of the box and is easy. We have a lot of experience with the...

Jan 2023
||
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CMIO

Relationship

We can email Epic's support team, and they are very responsive if we have a problem. The vendor's...

Jan 2023
||
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CMIO

Functionality and Upgrades

Epic Telehealth is very good with multiparty scenarios now. That is an area where Epic has done a...

Jan 2023
||
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CIO

Technology

I wouldn't change anything about Epic Telehealth. The product is pretty good.

Dec 2022
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CIO

Lessons Learned

If we were to talk to a peer about Epic Telehealth, the integration with our EMR would be the...

Dec 2022
||
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CIO

Functionality and Upgrades

Epic is doing better at helping us understand their feature road maps and how things connect, but...

Dec 2022
||
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CIO

Functionality and Upgrades

The product’s user interface is clunky. We would like to see a lot more capabilities for customizing...

Dec 2022
||
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CIO

Future Outlook

Epic did some updates to make it a little easier to get to different things in the video...

Dec 2022
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CIO

Service and Support

Epic responds to us better now. We have gotten a lot of good feedback from the vendor in the last...

Dec 2022
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CIO

Other Observations & Comments

Epic Telehealth can’t do all of the things that other telehealth products can. However, the product...

Dec 2022
||
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Manager

Relationship

Before COVID-19, telehealth was about 1% of the business. Now, telehealth is a lot more of the...

Dec 2022
||
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CMIO

Functionality and Upgrades

The direction that Epic is going in is very positive when it comes to having a patient and an...

Dec 2022
||
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CMIO

Relationship

When we are proactive with the vendor, they are really good. We meet with the vendor's people...

Dec 2022
||
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CMIO

Technology

From a functionality standpoint, Epic is ahead of all of their competitors.

Dec 2022
||
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CMIO

Technology

Epic won't be able to solve all digital health issues, but the vendor's trajectories are really...

Dec 2022
||
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CMIO

Future Outlook

Epic is getting better at handling multiparty scenarios. Any interactions with patients should be...

Dec 2022
||
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CMIO

Service and Support

Epic's support is good. There are always limitations with web and phone support, but with Epic, at...

Dec 2022
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Manager

Functionality and Upgrades

There are a lot of challenges with the integration and how patient friendly the solution is. The...

Nov 2022
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Manager

Service and Support

Epic is responsive generally, and that has been nice. They are making inroads, and they are aware of...

Nov 2022
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CIO

Other Observations & Comments

When the pandemic hit, we immediately pivoted to a different telehealth platform because Epic did...

Nov 2022
||
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Director

Functionality and Upgrades

The best things about the solution are its ease of use and patient friendliness. The solution is...

Oct 2022
||
(0)
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Director

Interfacing and Integration

We like the integration and streamlined processes that come with using Epic Telehealth. The product...

Oct 2022
||
(0)
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Director

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...

Oct 2022
||
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Director

Technology

Epic is consistently working on being a competitor in the telehealth space. When the pandemic...

Oct 2022
||
(0)
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Director

Functionality and Upgrades

I am very satisfied with Epic Telehealth’s ability to handle multiparty scenarios. One of my...

Oct 2022
||
(0)
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Director

Functionality and Upgrades

We do get occasional complaints about the audio quality in Epic Telehealth. Additionally, when...

Oct 2022
||
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Director

Service and Support

Epic’s support quality can be lacking at times. I have had Epic employees on the technical services...

Oct 2022
||
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Director

Service and Support

Epic has a great database of support articles that we can read ourselves, and we can usually find...

Oct 2022
||
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CIO

Technology

For some reason, some of the patients can't get Epic Telehealth to work sometimes. On our side, we...

Oct 2022
||
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CIO

Functionality and Upgrades

Epic’s product is quite complicated. For instance, there are 70 different binary choices we can make...

Oct 2022
||
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CMIO

Functionality and Upgrades

Epic Telehealth is a very good product. It supersedes a lot of other solutions out there because the...

Oct 2022
||
(0)
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CMIO

Functionality and Upgrades

We have a good solution in Epic Telehealth, and we have enough of our own providers doing telehealth...

Oct 2022
||
(0)
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Director

Functionality and Upgrades

Epic's telehealth solution is early in its development. It hasn't matured yet, but Epic is rapidly...

Oct 2022
||
(0)
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Director

Functionality and Upgrades

With Epic, we get what they are giving us. Like all the other Epic products, the telehealth platform...

Oct 2022
||
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Analyst/Coordinator

Functionality and Upgrades

I would say a big opportunity is to continue to make the patient experience fluid, especially...

Oct 2022
||
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Analyst/Coordinator

Technology

It is easy to connect to through our EMR, and that has been very positive on the provider and...

Oct 2022
||
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CMIO

Other Observations & Comments

I know there is development coming for Epic Telehealth that looks good, but we can’t do multiparty...

Oct 2022
||
(0)
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CMIO

ROI / Cost

It seems like Epic always charges for every little thing now. We have already paid for the Epic...

Oct 2022
||
(0)
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CMIO

Functionality and Upgrades

We had several outages and instances of downtime that were unexpected.

Oct 2022
||
(0)
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CMIO

Interfacing and Integration

I like that Epic Telehealth is integrated within the EMR so we can have data in our Epic EMR of who...

Oct 2022
||
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CIO

Implementation and Training

The implementation didn’t go quite as quickly as we needed it to, but overall, it went well. There...

Aug 2022
||
(0)
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CIO

Functionality and Upgrades

We suffer from occasional glitches when starting sessions in Epic Telehealth. The product works as...

Aug 2022
||
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CIO

Functionality and Upgrades

Our needs are constantly evolving within healthcare, and it seems as though there is always an extra...

Aug 2022
||
(0)
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Manager

Other Observations & Comments

Epic has caught up to many of the vendors in the telehealth space with their functionalities and...

Aug 2022
||
(0)
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Manager

Relationship

Epic does a good job of following timelines. Because Epic Telehealth is a newer product, Epic is...

Aug 2022
||
(0)
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Manager

ROI / Cost

Epic charges for integration. I understand that the vendor just can't eat the cost of integration...

Aug 2022
||
(0)
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Manager

Functionality and Upgrades

For the most part, we have been happy with Epic Telehealth. The system is very streamlined and...

Aug 2022
||
(0)
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Manager

Relationship

It has taken a while for Epic to get to a place where they are catching up with other vendors, but...

Aug 2022
||
(0)
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Director

Functionality and Upgrades

A lot of people, both patients and providers, really like that Epic Telehealth promotes the staff's...

Aug 2022
||
(0)
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Director

Functionality and Upgrades

We have had trouble logging in and accessing the product every now and then. I am not sure whether...

Aug 2022
||
(0)
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Director

Implementation and Training

I don't know whether any of us have really gotten much training from Epic for their telehealth...

Aug 2022
||
(0)
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Director

Functionality and Upgrades

When the COVID-19 pandemic came along, our separate organizations used a mishmash of different...

Aug 2022
||
(0)
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CMIO

Implementation and Training

I would recommend Epic's solution to a friend. The quality and effectiveness of the implementation...

Jul 2022
||
(0)
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CMIO

Technology

We use Epic's system as our primary method for telehealth; the system has met our needs exactly as...

Jul 2022
||
(0)
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VP/Other Executive

Functionality and Upgrades

The development of Epic's telehealth product is slightly behind some of their competitors' products...

Jul 2022
||
(0)
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CMIO

Future Outlook

Epic is investing heavily in their native video solution. In the past, Epic wasn't quite ready when...

Jul 2022
||
(0)
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CMIO

Implementation and Training

As far as training goes, I feel like Epic is a college as much as anything else, so we are very...

Jul 2022
||
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CMIO

Other Observations & Comments

The ongoing challenge with the product is that it doesn’t have a quick auto-refresh feature to...

Jul 2022
||
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CMIO

Interfacing and Integration

I am pleased with the integration of the product. In the one area where we are not integrated, the...

Jul 2022
||
(0)
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CMIO

Technology

Epic is making quick progress with technology, and they have gone through rapid iterations of the product....

Jul 2022
||
(0)
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CMIO

Win/Loss - Why they were selected (by current clients)

We selected Epic's system for the integration from a healthcare standpoint. Our schedulers and...

Jul 2022
||
(0)
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CMIO

Functionality and Upgrades

Getting Epic Telehealth integrated to the desktop was a huge satisfier, and we can still use the...

Jun 2022
||
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CMIO

Functionality and Upgrades

We have some usability challenges in Epic Telehealth. We have integrated solutions that are not...

Jun 2022
||
(0)
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CMIO

Functionality and Upgrades

We have gotten to a point where we have pretty good processes in place for Epic Telehealth. The...

Jun 2022
||
(0)
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CMIO

Service and Support

Epic’s ongoing phone and web support is one of the best things they have. Epic doesn't make any...

Jun 2022
||
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CMIO

Interfacing and Integration

The Vidyo piece becomes really important in how Epic interacts around it. What matters to us is that...

Jun 2022
||
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Manager

Functionality and Upgrades

Epic's telehealth system is embedded in MyChart, so the patient schedules through MyChart, checks...

Jun 2022
||
(0)
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Manager

ROI / Cost

Epic's system is very expensive, but we get every penny out of the system, and it is definitely...

Jun 2022
||
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Director

Relationship

We are supported by the vendor. They reach out to us when there are things that we need to fix or...

May 2022
||
(0)
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Director

Relationship

Epic is conservative about making promises, and they keep the promises that they make.

May 2022
||
(0)
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Director

ROI / Cost

Epic saved us a lot of money during the pandemic. They gave us some things just because that was the...

May 2022
||
(0)
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Director

Interfacing and Integration

One of the system's strongest features is that it is completely integrated with our EHR. Epic uses a...

May 2022
||
(0)
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VP/Other Executive

Functionality and Upgrades

From the provider's perspective, Epic's telehealth software is an integrated solution. Everything is...

May 2022
||
(0)
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VP/Other Executive

Functionality and Upgrades

In the system's current form, we do not have an inpatient consulting functionality so the provider...

May 2022
||
(0)
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VP/Other Executive

Implementation and Training

We don't really get training from Epic related to Epic's telehealth system. Upgrades get pushed out,...

May 2022
||
(0)
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Analyst/Coordinator

Relationship

Epic keeps promises, but not always on the timeline that I would like. When we rolled out Epic...

May 2022
||
(0)
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Analyst/Coordinator

ROI / Cost

I like Epic's pricing structure. The vendor bills us correctly. Epic Telehealth is doing well...

May 2022
||
(0)
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Analyst/Coordinator

Win/Loss - Why they were selected (by current clients)

We went with Epic Telehealth for the system's integration capability. We liked the automated...

May 2022
||
(0)
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Analyst/Coordinator

Functionality and Upgrades

The solution is easy to use. We actually had a doctor use Epic Telehealth without them even knowing...

May 2022
||
(0)
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Analyst/Coordinator

Relationship

We would like faster development cycles. Epic could also improve by listening a little better to the...

May 2022
||
(0)
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Analyst/Coordinator

Relationship

Epic's vision is really solid. The vendor knows where we need to go. The vendor's delivery is a...

May 2022
||
(0)
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Manager

Technology

Telehealth wasn't a big thing until COVID-19. Epic had been very slow to react to development for...

Apr 2022
||
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CMIO

Interfacing and Integration

The major strength of the platform is that it is integrated with the rest of the EMR and the patient...

Apr 2022
||
(0)
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CMIO

Functionality and Upgrades

The on-demand functionality could use improvement. Another telehealth vendor has an urgent-care...

Apr 2022
||
(0)
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CMIO

Relationship

Epic is sometimes slow to implement features. Epic does what they promise, but they sometimes lag...

Apr 2022
||
(0)
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CMIO

Future Outlook

We would like to use Epic's system as our one solution for all telehealth, but we haven't been able...

Apr 2022
||
(0)
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Analyst/Coordinator

Functionality and Upgrades

We were able to roll Epic Telehealth out on a global scale really quickly. We learned how to use...

Apr 2022
||
(0)
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Analyst/Coordinator

Other Observations & Comments

Epic provides integration, but they really don't have a video platform. Based on our conversations...

Apr 2022
||
(0)
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Director

Implementation and Training

Epic could improve their upgrade process. We have to be very proactive in understanding exactly what...

Apr 2022
||
(0)
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Director

Functionality and Upgrades

Other vendors enhance their telehealth systems more quickly than Epic does. Epic's solution has...

Apr 2022
||
(0)
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Director

Interfacing and Integration

Epic's solution is an integrated platform. That is a big selling point for our physicians. They...

Apr 2022
||
(0)
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Director

Interfacing and Integration

In the virtual health world, there are a lot of external partners we can look at to help us enhance...

Apr 2022
||
(0)
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Director

Functionality and Upgrades

Other vendors have a one-link, one-click mentality and multiparty functionality. Epic's platform has...

Apr 2022
||
(0)
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Director

Functionality and Upgrades

Epic Telehealth met our needs greatly during the pandemic because our physicians didn’t want to hold...

Mar 2022
||
(0)
 Thank you  Helpful

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Director

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...

Mar 2022
||
(0)
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 or  to see details.

Director

Service and Support

I am very pleased. We have a good partnership. The quality of what we are getting is stellar, and...

Mar 2022
||
(0)
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Director

Implementation and Training

Our deployment of Epic Telehealth was wonderfully done. We had top executives involved. Our...

Mar 2022
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