Complaints

• Initial Complaint

  03/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Please see the attached that *********************** is listed in the EPIC system. Any provider may be able to request my personal health information via a link with ***********************. I did not provide permission for my personal health information to be released in EPIC.For this reason, I request that MyChart Account be deactivated in the EPIC system.

  Business response

  03/11/2024

  Dear ******************,

  Epic creates healthcare software that is used by many healthcare organizations across the globe. This software is installed, configured, and maintained by Epic's customers. Epic does not have a copy of your medical records or control how that information is shared with other healthcare professionals. If you would like to restrict the access of your records in some way, please contact the organization where you receive care and ask them not to share your information with other healthcare providers.

  If you need help finding the appropriate contact at healthcare organization where you receive care, I may be able to help you connect with a patient advocate at that organization. I would need the name of the organization and permission to reach out to them on your behalf.  Let me know if that would be helpful for you.

   

  Sincerely,

  *******************

  Customer response

  03/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Epic Systems continues to force my medical providers to bill my health insurance companies in the wrong order. I would like for them to adjust their system so my primary insurance is billed first, then my secondary insurance. For every single provider who uses the Epic System, they are forced to bill my insurance incorrectly, which results in a denial of the claim. For every single denial, I need to file an appeal with both health insurance companies and try to convince each medical office to rebill the claim. There have been many times where they did not rebill the claim until it was past the time that insurance would pay for it, resulting in collections and damage to my credit history, so this is resulting in real and actual financial damages. In addition, medical offices will sometimes not allow you to continue without making a payment, which gives them no incentive to refile it correctly, and they will sometimes refuse further treatment unless the bill is paid (even though they have not filed it correctly due to the Epic error). This can result in denial of needed health services, which is another example of actual damage this error is causing. Due to their contracts with the Epic System and health insurance companies, I cannot file these claims myself, but they must be filed by the providers office. None of these offices will be able to file correctly until this issue is corrected in the Epic Systems, which they used to verify and bill insurance. This has been going on for several years, with no resolution. The most recent incident was 2-27-24, so it continues at this time.

  Business response

  03/01/2024

  Hello ********,

  I'm very sorry you're running into issues with your health system sending claims to your insurance companies in the wrong order.  Epic creates healthcare software that is installed and configured differently by each organization. We do not maintain a single system configuration that dictates in any way how insurance is billed. Our software allows users to specify in what order you'd like to bill your insurance, so we'll need to get you in contact with a billing expert who works with the organization where you receive care. I will also reach out to you via the email address you provided to see how we can help you resolve this situation.

  -*******************
  

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trying to get into my information. Wouldn't accept my password or user id They sent me a code to enter, but no place to enter it. Worthless site

  Business response

  12/15/2023

  Dear ******,

  I'm sorry to hear that you ran into troubling signing into a website associated with Epic software. We program and provide software to hundreds of healthcare organizations across the globe and each of those organizations uses our provided software (MyChart) to build a website specific to their organization. The ability to access your medical record information is controlled by each organization that maintains your health information.

  I would like to try and put you in contact with a patient advocate at the health organization you are trying to access. Can you provide the address of the website you are trying to log into and the name of the organization that provides you care? Typically, this can be cleared up quickly so you can see your information and communicate securely with your providers.

  -*******************
  

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Just called Epic Systems Corporation to lodge a complaint about the My Chart maze that has been implemented at my primary care doctors office. As in other responses of theirs that I have read on this bbb website, I was told they are only the software developers - I still dont understand how that exonerates them from the ridiculous difficulty I have encountered using My Chart trying to access my medical records.

  Business response

  02/07/2023

  *********************,

   

  I'm sorry to hear you have had a bad experience using MyChart at your primary care doctor's office. Epic creates electronic health records software that is installed and configured by healthcare organizations across the world. Those healthcare organizations, not Epic, configure their MyChart systems to provide the appropriate level of access for their patients. it is not clear what organization you receive care at or what specific problems you had with accessing your medical records via MyChart. Many healthcare organizations have a dedicated department/team that focuses on providing you prompt and appropriate access to your medical records. I encourage you to reach out to that department in your local healthcare organization. if you would like to provide more information about the organization where you receive care, we can help put you in contact with the appropriate contact that organization.

   

  sincerely,

  *******************

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  EPIC with MyChart allows other providers with the same software or same healthcare company to view personal secure messages between provider and patient, as well as medical records, test results, etc. MyChart through EPIC is violating HIPPA by allowing access to our personalized messages and chart to any person working in the medical field with a login, as long as we provide a date of birth. For example, even lab techs can access our more recent messages with providers when checking us in. This is ridiculous and a total invasion of privacy. Additionally, knowing that my PCP can see personal messages with my OBGYN without any secure restrictions is nonsense. I feel completely violated!

  Business response

  10/18/2022

  Dear ********************,

  Epic creates electronic health records software that is installed and configured by healthcare organizations across the world. Those healthcare organizations,not Epic, configure their systems to provide the appropriate level of access to different employees who may  provide care to their patients.This includes deciding which of your care providers can access messages sent and received via the MyChart patient portal.  If you have concerns about any possible inappropriate access of your medical records, please contact the health organization where you receive care and they can assist you.

  -*******************
  

  Customer response

  03/06/2023

  This EPIC software offers a lot of great conveniences for doctors and patients, but this convenience is becoming a crutch based on how Epic reveals patient information. Patient labs are displayed within a range (the green zone) with labs outside this range displayed in red. This range and color-coding are shown on both the patient side of MyChart and the physicians. While it may be convenient for a physician to take a quick scan of results and make sure the labs are all 'green', it has now become a definitive marker for patient results. Epic is jumping the gun here by displaying labs on the basis of green or red (good or bad) without any coded prerequisites. As long as nothing is RED on their diagram, nothing seems emergent & reasonably so... however, this is extremely dangerous when these ranges are not specific to the patient - whether that be sex, age, ethnicity, or medical history... EX: results may be normal for all adults but abnormally high for a young adult... or results may be low for a woman but 'green' with the generic range... a result may be abnormal based on a consistent steady pattern of prior results yet not recognized as such. Coincidentally, labs are looked over when 'green' on the overview page... Leaving notes under the specified page with the lab itself is not enough... Doctors will not have the opportunity or patience to click on each and every lab to read the paragraph verbatim and real reference range and calculate the correct one, particularly in busy public systems. This verbatim just shows that it is known that these results are unspecific to the patient. This is dangerous and destructive at a time when physicians are forced to see more patients a day and do less analysis. Labs shouldn't be color-coded on physician charts unless the range is fit for that specific patient. And in the meantime, there should also be a 'yellow' range to avoid a strict good/bad system that waits for RED results to take to address a patient's complaints.

  Business response

  03/06/2023

  **** *** ********* **** ********* ******** ** **** *** **********Epic creates and provides healthcare software to individual organizations that configure and use that software to care for millions of patients worldwide. Reference ranges for individual labs come from the labs that perform tests and are intended to provide general guidance to both clinicians and patients based on standard result ranges for performed tests. Epic software displays the results of labs to healthcare providers in a very different way than what is displayed in MyChart and is based on clinical design collaboration with our customers expert clinicians. The ability to modify reference ranges and additional clinical support options to flag abnormal results is part of our software and is used by many of our customers.

  We agree that color coding results is alone an insufficient way to determine the right care plan for a patient. However, it can play an important part in providing guidance to patients with lower reading or medical literacy skills. As always, the care of a patient is expected to be designed and overseen by the clinical care team caring for that patient. If you have experienced something different from your provider or you have seen an inaccurate reference range for a lab at one of our customers, we'd be happy to coordinate communication with the right people at those organizations.

  ********** ***** ****

  Customer response

  03/06/2023

  **** *** ********* **** ******** ******* ** **** ** ****************** ** ******** ******* ** ****** ******** *******
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As mentioned multiple times, both patient's access and medical practitioners access show the same ranges. Unlike the patient's access, the practitioner gets a graph with each lab result colored in green and red. This would make sense if medical illiteracy was the case for patients, but not for our doctors who are the only ones that see labs in overview on a color-coded basis. 

  It seems that EPIC cannot take responsibility for its shortcomings and work to fix these errors. Rather than justify your program, fix it to avoid this error or don't offer it at all. Clearly, this is a known issue since some labs are given a long, small-typed paragraph to explain how this range may not be valid for certain sex, demographic, etc. 

  EPIC, you are offering a product to over worked physicians with this featured shortcut that any doctor might be tempted to overuse, but you don't want to take responsibility for if they decide to do that, which is the primary rational reason why this feature exists.

   Don't offer a feature that will further neglect already neglected groups and make finding rare diseases even more challenging for patients seeking answers. Or only offer the feature if you are going to do it right and let a patient's profile change the range and color-coding system you already have.

  
  ******** ******** ********

  Business response

  04/26/2023

  Dear Ms. Walworth,

  As mentioned our last correspondence, Epic does not determine the reference ranges of labs - those come directly from the labs that perform tests. That is why you see text that describes reference range values on some tests, but not others. Because we do not create and distribute clinical lab data or associated reference ranges, we are not able to generically adjust results for combinations of factors that impact a specific patient. If you would like to us to reach out to a healthcare organization where you are receiving care to discuss the validity of their reference ranges, please let us know and we'd be happy to put you in contact with the right group at that healthcare organization.
  

  ****** ****

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today went in for visit with my daughter and they had someone else chart under hers asking about breathing complications which she never had and did not know why she was there when they made appointment and claimed she hadn't been seen since June when I have records she has after that. And for me seen me and denied seeing me but charged my insurance for bill . Not sure whats really going on in there but its strictly about the money not the care of patients

  Business response

  08/29/2022

  Dear *************************,

   

  Epic Systems Corporation creates medical software that is sold to healthcare organizations across the world. This software is installed and configured by Epic's customers.  The clinical and administrative staff that use the software to maintain your medical records are employed by the healthcare organizations that are Epic's customers.

  It sounds like a clinician caring for your daughter either opened the incorrect patient's chart or a previous user documented something unexpected on your daughter's chart. Additionally, it sounds like you've not been able to get resolution as to why your insurance was charged for specific contact with the healthcare organization. While we do not have direct access to your records or medical bills, if you let us know where your daughter received care, we can reach out to the healthcare organization your behalf and ask a patient advocate from that organization contact you.

   

  Sincerely,

  *******************

• Initial Complaint

  07/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Epic is not allowing the patient access to contact her doctor *** MyChart or upload photos to the doctor. Have made epic aware of this.

  Business response

  07/10/2022

  Im writing in response to the complaint forwarded to us with an ID of ********, submitted by ***********************.  Epic Systems Corporation creates healthcare software that is sold to large healthcare organizations in the ** and other countries.  The MyChart application that we create allows patients and healthcare providers to securely communicate health information such as photos.  Customers of Epic install and maintain their own individual copies of the MyChart application and make configuration decisions about  how patients may access and use the features of MyChart.  MyChart does have features that allow a patient to submit photos to their care team. However, the decision to utilize these features is made by the individual healthcare organization customer, not Epic. Ms. ******* complaint does not mention the name of the organization where she receives care, but she should contact that organization directly to discuss why she is not able to upload photos. If you require additional information or if I can otherwise be helpful, please let me know.

   

  Customer response

  07/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The hospital system is indicating my chart must allow this access. You are providing contradictory information 

   

  Please type your response here.]
  
  Regards,
  
  ***********************

  Business response

  07/12/2022

  I understand **************** continues to be unable to upload photos through her healthcare provider's locally installed version of MyChart. It's important that **************** make contact directly with the healthcare organization to discuss her request that they configure the application in a different manner. However, we'd like to extend an offer to help resolving the situation, by reaching out to the customer on her behalf if she is willing to share the name of the organization where she is receiving care.  

  As I mentioned in our original response, MyChart is an application that is sold to individual healthcare organizations who subsequently install and configure that application.  There is no monolithic version of MyChart that Epic controls/configures. As software developers, we create the features in the application and those features are enabled/disabled by individual customers when they purchase and install the application.  One of these features that has been available and enabled by most of our customers is the ability to upload photos. Customer helpdesk staff will often use the term "MyChart" to refer to their locally installed and configured version of our software, which understandably confuses individuals into thinking it's an Epic controlled platform.

  -*******************
  

  Customer response

  07/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Please contact *** Secours system in ********** ** about this issue   I am thankful  

   

   

  Please type your response here.]
  
  Regards,
  
  ***********************

  Business response

  07/15/2022

  We will reach out to Bon Secours on behalf of ****************. Ultimately, Bon Secours maintains the software and it's localized configuration, but we will make sure Bon Secours understands the capabilities of the product they purchased and encourage them to engage directly with ****************.

   

  -*******************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩