Epic Telehealth
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Schafer Jackson
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User Commentary

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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
||
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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
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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
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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
||
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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
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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
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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
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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
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CMIO

ROI / Cost (care and feeding)

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

Oct 2022
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CMIO

Functionality and Upgrades

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

Oct 2022
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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
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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
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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
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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
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Manager

ROI / Cost (care and feeding)

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

Aug 2022
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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
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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
||
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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Manager

ROI / Cost (care and feeding)

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
||
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Director

Relationship

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

May 2022
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Director

ROI / Cost (care and feeding)

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

May 2022
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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
||
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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
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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
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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
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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
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Analyst/Coordinator

ROI / Cost (care and feeding)

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

May 2022
||
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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
||
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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
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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
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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
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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
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CMIO

Functionality and Upgrades

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

Apr 2022
||
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CMIO

Relationship

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

Apr 2022
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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
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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
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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
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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
||
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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
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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
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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
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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
||
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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
||
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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
||
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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
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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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Physician

Service and Support

Epic was very generous during COVID-19. Executive involvement and being able to work with empowered...

Mar 2022
||
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Physician

Interfacing and Integration

We use Epic's system exclusively for telehealth because the integration is so crucial from a...

Mar 2022
||
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Physician

Functionality and Upgrades

The smoothness of operations and logistics on the patient and provider sides of getting into the...

Mar 2022
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Manager

Service and Support

We have a really strong relationship with Epic’s technical support team. Overall, things are going...

Mar 2022
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Manager

Functionality and Upgrades

There are still a few gaps in Epic Telehealth. For example, we can't send video links to...

Mar 2022
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Manager

Functionality and Upgrades

The reporting functionality in Epic Telehealth is lacking. Our previous telehealth platform had an...

Mar 2022
||
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Manager

Functionality and Upgrades

The advantages to the video visit platform far outweigh the disadvantages, but there are gaps that...

Mar 2022
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Manager

Functionality and Upgrades

One upside of Epic Telehealth is that the workflows are really easy because the system integrates...

Mar 2022
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VP/Other Executive

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

We moved to Epic Telehealth because our strategy is to move to the Epic system for a more seamless...

Mar 2022
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VP/Other Executive

Functionality and Upgrades

The product’s flow is not as good as our previous product's flow. Epic Telehealth also has a worse...

Mar 2022
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VP/Other Executive

Relationship

We work with only Epic's workers and project managers. We don’t work with Epic's executives.

Mar 2022
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VP/Other Executive

Interfacing and Integration

The product gets the job done, so the product meets some telehealth needs. It is also nice to have...

Mar 2022
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VP/Other Executive

ROI / Cost (care and feeding)

In terms of generating revenue, telehealth is still in its infancy. There are issues with insurance,...

Mar 2022
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VP/Other Executive

Future Outlook

I am hoping that by working hard to fix workflows and doing workarounds, we will see the product do...

Mar 2022
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Manager

Other Observations & Comments

Epic is constantly innovating with their products. The product is not stagnant at all. It is...

Mar 2022
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Manager

Relationship

Epic understands the business of patient care better than some other vendors. Their tools and...

Mar 2022
||
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CMIO

ROI / Cost (care and feeding)

With Epic Telehealth, we have video visits on demand and the ability for providers to change a phone...

Feb 2022
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CMIO

Functionality and Upgrades

Epic got the provider part, but they forgot the support staff part when Epic built Epic Telehealth's...

Feb 2022
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CMIO

Functionality and Upgrades

I would like Epic to focus on supporting patients getting into the system. The system is better than...

Feb 2022
||
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CMIO

Service and Support

Epic did a really good job when COVID-19 hit. They brought up hundreds of organizations overnight....

Feb 2022
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CMIO

Relationship

We have a good Epic contact we can escalate things to. It is really rare for them to fail to respond....

Feb 2022
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CIO

ROI / Cost (care and feeding)

We are patiently waiting for Epic to improve their telehealth tool and have a better pricing model...

Dec 2021
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CIO

Implementation and Training

The product was slow to set up. We were cutting our teeth trying to figure out how to use the system...

Dec 2021
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CIO

Future Outlook

Every time I look at the product, Epic has closed the gaps even further. The GUI isn’t quite as good...

Dec 2021
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VP/Other Executive

Technology

Epic's telehealth platform has become more stable. In the beginning, we got a lot of complaints, but...

Dec 2021
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VP/Other Executive

Functionality and Upgrades

Epic needs to improve the group-based video visits. The system can support some groups, but it...

Dec 2021
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CMIO

Lessons Learned

The quality of the video visit experience somewhat depends on the third-party technology a customer...

Dec 2021
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CMIO

Functionality and Upgrades

We would love to have virtual backgrounds for the video visits on both the patient and provider...

Dec 2021
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CMIO

Interfacing and Integration

We have made progress on integration with translators, but I would like to get to a better level....

Dec 2021
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CMIO

Functionality and Upgrades

We switched to Epic Telehealth because we were having some technology-related issues with our other...

Dec 2021
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CMIO

Functionality and Upgrades

In our old workflow, patients had to log in to their MyChart account to participate in a video...

Dec 2021
||
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CMIO

ROI / Cost (care and feeding)

I love the pricing model for Epic Telehealth. Most other vendors charge per seat, but the problem...

Dec 2021
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Physician

Functionality and Upgrades

The functionality needs improvement because some patients are older and not tech savvy. I would like...

Dec 2021
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Physician

Service and Support

We access Epic Telehealth through the Community Connect model and do not have a contact person. The...

Dec 2021
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Manager

Relationship

Our experience with Epic Telehealth has been very good. We find that when we go with a purely...

Dec 2021
||
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Manager

Functionality and Upgrades

There are always some adoption headaches when we switch from one thing to another because of...

Dec 2021
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Manager

Functionality and Upgrades

Epic’s development of their telehealth solution may have started before COVID-19, and the...

Dec 2021
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VP/Other Executive

Service and Support

One of the things that Epic does very well is assigning a whole team to a company. Each staff member...

Dec 2021
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VP/Other Executive

Functionality and Upgrades

Overall, Epic has a good product, but there is always room for improvement. Businesses change. One...

Dec 2021
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VP/Other Executive

Relationship

I have access to someone higher up at Epic, but I don’t bother that person unless I absolutely have...

Dec 2021
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CIO

Technology

I like the integration with the EHR and patient portal. I like that Epic continues to improve their...

Dec 2021
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Manager

Functionality and Upgrades

I want group visits. Epic doesn't have functionality for that, so we are leveraging another platform...

Dec 2021
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Director

Functionality and Upgrades

Epic has worked well. The functionality works exactly the way we want for a video visit. The way we...

Dec 2021
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VP/Other Executive

Functionality and Upgrades

We would like to have customizable waiting rooms in the solution. The solution also needs embedded...

Dec 2021
||
(0)
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Manager

Implementation and Training

Epic could improve their integration by having their own conferencing bridge. We have to use a third...

Dec 2021
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(0)
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Manager

Future Outlook

Our future satisfaction will be pretty high because we are coming out of the pandemic, so the...

Dec 2021
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Manager

Functionality and Upgrades

There are no gaps in the product. It meets our needs. Because of telehealth, we have a high...

Dec 2021
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Physician

Future Outlook

Our experience with Epic Telehealth is satisfactory. We will keep the system in our long-term plans...

Dec 2021
||
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Physician

Functionality and Upgrades

There was no training, but the product was very easy. Maybe some people needed the training and...

Dec 2021
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