Connect

Unified Communications is UVA Health’s initiative to bring the tools we use to coordinate patient care into one connected experience within Epic. By integrating on-call scheduling, role-based team organization, secure text messaging, and mobile access through apps like Haiku, Canto, and Rover, this effort reduces the need to toggle between multiple systems and makes it easier to quickly find and message the right person. Launching in phases through May 20 — with Secure Chat replacing Vocera’s text function — Unified Communications is designed to streamline workflows, reduce delays, and give care teams more time to focus on patient care.

Learn more by browsing our Unified Communications FAQ:

• Overview
• On-Call Finder
• Secure Chat
• Virtual Departments
• Push Notifications
• Haiku
• Training

Overview

What is the Unified Communications initiative?

Unified Communications is an initiative to bring communication tools — including on-call lookup and secure messaging — directly into Epic to streamline care coordination.

Who is impacted?

Anyone who uses Epic at within UVA Health, including University Medical Center, UVA Community Health, and UPG.

What is changing and when?

There are several items being rolled out through May 20. See below for an overview:

• May 1: Qgenda on-call to go-live for UVA Community Health.
• May 20: Push notifications to go-live. Epic push notifications deliver real-time, actionable alerts for critical patient data, secure chats, and system updates directly to clinicians' mobile devices. Please note that UVA Community Health currently utilizes push notifications.
• May 20: Epic virtual departments to go-live. Once deployed, inpatient teams will be organized within Epic by role instead of physical location, streamlining coordination between functions.
• May 20: Secure Chat to go live, allowing teams to send and receive secure text-based messages within Epic. This will replace Vocera’s text option. Vocera will continue to be used for Voice Messages. Please note that UVA Community Health currently utilizes Secure Chat.

Why is this change important?

UVA Health is currently using multiple tools to coordinate patient care. Unified Communications will streamline the applications we use Epic — the system primarily used for patient care. Once deployed, teams will spend less time tracking people down and more time focused on the patient. Changes are based on direct feedback from frontline staff and providers.

Secure Chat

What is Secure Chat?

Launching May 20 to University Medical Center and UPG, Secure Chat is Epic’s secure, text-based messaging tool. It allows users to:

• Message individuals or roles
• Attach messages to a patient chart
• Communicate securely within Epic

Will Vocera go away once Secure Chat launches?

Vocera will continue to be used for voice communication. Its text messaging function will be replaced by Secure Chat.

Will we continue to use Vocera badges for voice calls?

Yes, Vocera voice capabilities will remain in place until further notice.

Will Secure Chat support voice calls in the future?

At launch, Secure Chat will support text messaging only. However, evaluation of expanded functionality — included voice messages — may occur in future phases.

What apps will support Secure Chat?

Secure Chat integrates with:

• Haiku — Smartphone access for physicians, APPs, and clinicians
• Canto — Tablet-based app for clinical staff
• Rover — Mobile workflow app for shared devices

Can Secure Chat be used for mass messaging or emergency management?

Guidance on appropriate use cases — including emergency messaging — will be provided prior to go-live.

What are best practices to prevent message overload?

Formal guidelines will be shared, but key principles include:

• Message the correct role rather than broad groups.
• Keep messages concise and actionable.
• Avoid duplicative communication across platforms.

On-Call Finder

What is Qgenda?

QGenda On-Call is a cloud-based, mobile-friendly platform that centralizes enterprise-wide provider schedules, allowing staff to quickly identify and contact the correct on-call specialist. It streamlines communication and reduces, if not eliminates, coverage gaps to improve patient care and reduce administrative burdens.

What is happening with Qgenda?

At this time, Qgenda has been adopted by University Medical Center and UPG, though it is managed separately from Epic. UVA Community Health will adopt Qgenda for on-call management beginning May 1. Through Unified Communications, Qgenda will be integrated within Epic to improve on-call visibility. 

Will Epic’s on-call finder be visible in Epic?

Yes, once Qgenda is integrated with Epic, team members will be able to find the appropriate on-call provider for patients within their chart.

Virtual Departments

What are Virtual Departments?

Virtual Departments organize work within Epic by role or function instead of physical location, streamlining communication and aligning with national best practices. Teams will not create their own departments; they will be organized based on Epic security structure.

Why are we moving to Virtual Departments?

Today, communication can be fragmented by location or siloed workflows. Virtual Departments:

• Improve clarity around who is responsible for what.
• Make it easier to find the correct on-call role.
• Reduce misdirected messages.
• Align UVA Health with national best practices in Epic optimization.
• Support faster, more reliable care coordination.

How will this change my day-to-day work?

While a team member’s core clinical responsibilities will not change, work will be organized differently in Epic. This includes:

• Selecting a role-based team instead of a location-based team in Epic.
• Receiving messages and work routed by function.
• More consistent communication pathways.

Will my physical unit or reporting structure change?

No. Virtual Departments only affect how teams are structured inside Epic.

How are Virtual Departments created?

Virtual Departments are built based on Epic security and approved operational structures. Individual teams cannot create their own departments to ensure consistency, accuracy, and systemwide alignment.

What if I think my Virtual Department assignment is incorrect?

There will be a defined process for raising concerns or requesting review. More details will be provided before go-live, including who to contact for adjustments.

Will this reduce message overload?

That is one of the goals. By routing communication by role instead of location, messages are more targeted and actionable for the end-user.

Push Notifications

What are Push Notifications?

Push notifications will send real-time alerts to mobile devices when action is needed in Epic. Alerts are action-oriented and include alerts for critical patient data, secure chats, and patient flow updates.

Why are we enabling push notifications?

Our goal is to reduce delays in responding to urgent items, improve awareness of time-sensitive tasks, and decrease the need for care teams to constantly refresh Epic for updates.

Will I receive alerts 24/7?

Notifications are tied to your role, sign in, and on-call schedule. If you are not on call or providing clinical care, you should not receive notifications and there are steps you can take to ensure this. Clear expectations will be provided to avoid after-hours disruption.

Can I control my notification settings?

Yes. Users will have some ability to customize notification preferences within Epic and on their mobile devices. More information to be provided prior to go-live.

Will notifications display Protected Health Information (PHI)?

Notifications are secure and do not display protected health information inappropriately.

Will notifications go to my personal phone?

If you use Epic mobile apps (such as Haiku or Canto) on a personal device, push notifications may appear on that device but you can easily block them when you are off duty.

Do push notifications replace any other emergency notifications?

Push notifications are designed for clinical workflow alerts. Please follow established communication channels and processes during emergencies, unless otherwise directed.

Haiku

What is Haiku?

Haiku is Epic’s secure mobile app designed for physicians, advanced practice providers, and clinicians who need access to Epic on the go. It allows users to securely review charts, send Secure Chat messages, use ambient scribes, enter orders, and complete select Epic tasks from a smartphone.

Why should I download Haiku?

With the launch of Unified Communications and Secure Chat, Haiku allows you to:

• Receive push notifications when action is needed.
• Send and receive Secure Chat messages.
• Access patient charts remotely.
• Manage messages without being at a workstation.

Who should download Haiku?

While anyone with Epic access can download and use Haiku, it is primarily intended for:

• Physicians
• Advanced practice providers
• Clinicians with mobile workflows

Your leader will clarify whether Haiku is recommended or expected for your role.

Is Haiku secure?

Yes. Haiku uses secure authentication and encryption to protect patient information.

If I download Haiku, will UVA Health install invasive software on my phone?

No. Haiku is designed to integrate with personal devices without requiring device management software, such as MobileIron. UVA Health is adopting alternative technology to reduce its use of invasive mobile software.

Does Haiku replace Vocera?

Secure Chat within Haiku replaces Vocera’s text messaging function. Vocera will continue to be used for voice communication.

How do I download Haiku?

Haiku can be downloaded from the Apple App Store or Google Play. Just search for Epic Haiku.

When should I not use Haiku?

Haiku is designed for mobile efficiency, not complex documentation. For detailed workflows, full chart review, or advanced functionality, you may still need to use Epic on a workstation or Canto (tablet version).

Training

When will training be available?

Training is expected to be available by May 6 to allow teams enough time to learn about these new features, as well as other things being added through the May 20 Epic Bundle. Details on training will be shared in advance.

What will training consist of? 

Training includes a 10-minute Workday course on Secure Chat, supplemented by Tip Sheets in the Epic Learning Library (ELL). For hands-on help, HIT will soon announce in-person drop-in sessions.

Will training for these features be required?

Most employees will take Unified Communications training at their manager's discretion. However, training is mandatory for new hires and any staff requiring Epic Secure Chat access. All learning materials are available via Workday and the Epic Leading Library (ELL).