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2021
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Epic Complete Look 2023
Author
Tyson Blauer
Author
Paul Warburton
When making a core HIT purchasing decision, healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas. This Epic “complete look” provides a high-level analysis of the key products that make up Epic’s enterprise suite. (Other reports in the series do the same for Altera Digital Health [Allscripts], Evident, MEDITECH, and Oracle Health [Cerner].)
Performance & Market Share Overview—Epic Platform
Strengths
- Fully integrated suite
- Ability to share and consume patient information (e.g., integration through Carequality and Care Everywhere)
- Consistently high customer experience; vendor has been Best in KLAS for Overall Software Suite for 13 years running
- Proven in large, complex organizations; largest market share in US hospitals
- Wide adoption of many ancillary products thanks to inclusive pricing
Weaknesses
- Customers are more on their own to develop internal expertise for noncore solutions (e.g., cardiology, oncology, behavioral health, Cogito machine learning)
- Epic’s significant up-front cost and the resources required for maintenance are seen as barriers by many organizations
- No direct option for community hospitals (≤200 beds)
- Customers say some modules lack desired functionality for end-user workflows
Performance Snapshot
Below are high-level summaries of how Epic performs in the HIT areas healthcare organizations most frequently consider when making an enterprise HIT decision. This is not an exhaustive snapshot of all technology areas in which Epic offers an HIT solution.
About This Report
Each year, KLAS interviews thousands of healthcare professionals about the IT solutions and services their organizations use. For this report, interviews were conducted over the course of 2022 using KLAS’ standard quantitative evaluation for healthcare software, which is composed of 16 numeric ratings questions and 4 yes/no questions, all weighted equally. Combined, the ratings for these questions make up the overall performance score, which is measured on a 100-point scale. The questions are organized into six customer experience pillars—culture, loyalty, operations, product, relationship, and value.
Sample Sizes
Unless otherwise noted, sample sizes displayed throughout this report (e.g., n=16) represent the total number of unique customer organizations interviewed for a given vendor or solution. However, it should be noted that to allow for the representation of differing perspectives within any one customer organization, samples may include surveys from different individuals at the same organization.
Some respondents choose not to answer particular questions, meaning the sample size for any given vendor or solution can change from question to question. When the number of unique organization responses for a particular question is less than 15, the score for that question is marked with an asterisk (*) or otherwise designated as “limited data.” If the sample size is less than 6, no score is shown. Note that when a vendor has a low number of reporting sites, the possibility exists for KLAS scores to change significantly as new surveys are collected.
Note: Interoperability data comes from interoperability-specific research that KLAS conducted earlier this year and uses different data-level requirements. For more details, view the report here.
Writer
Sarah Brown
Designer
Jessica Bonnett
Project Manager
Andrew Wright
This material is copyrighted. Any organization gaining unauthorized access to this report will be liable to compensate KLAS for the full retail price. Please see the KLAS DATA USE POLICY for information regarding use of this report. © 2025 KLAS Research, LLC. All Rights Reserved. NOTE: Performance scores may change significantly when including newly interviewed provider organizations, especially when added to a smaller sample size like in emerging markets with a small number of live clients. The findings presented are not meant to be conclusive data for an entire client base.