Home › Epic › Haiku and Secure Chat Setup

Haiku and Secure Chat Setup

Epic on your own phone and tablet, and the messaging that replaces Mobile Heartbeat.

Mobile Heartbeat ends October 24.

Secure Chat in Epic replaces it the same day. Have Haiku installed and signed in before go-live so day one is not the first time you open it.

Mobile Heartbeat is retired.

Secure Chat in Epic replaced it on October 24. Keep Haiku installed, signed in, and notifications on.

Epic mobile apps on a watch, phone, and tablet: Limerick, Haiku, and Canto

Which app?

Haiku (iPhone and Android): chart review, order entry, Secure Chat, schedules, In Basket, clinical photos, dictation, charge capture.

Canto (iPad): everything in Haiku plus note writing and a larger chart view.

Hyperspace (Freeman workstations): the full Epic. Secure Chat is there too.

Haiku setup

Haiku and Canto run on your personal iPhone, Android, or iPad. Your device needs a passcode or biometric lock; no patient data is stored on the device after you log out. Freeman is not issuing phones or paying stipends for Epic mobile.

Never used Mobile Heartbeat, or no remote access? Do this now.

New to Haiku, or no remote access? Do this now.

Before Haiku or Canto will connect, you must complete the BYOD and Remote Access IT service request. It confirms you understand that patient data is paramount and that having it on your personal device carries responsibilities. The full terms are on the request form.

Submit the BYOD and Remote Access request ↗

Two apps to keep you safe

Remote access to Epic requires two-factor authentication. Have both apps installed before your BYOD and Remote Access request is approved so setup is one step, not three.

Duo Mobile ↗

Approves your login when you connect to Freeman remotely and when you sign in to Haiku and Canto.

Imprivata ID ↗

Required for EPCS (controlled substance e-prescribing).

Enroll in three steps

Download the app

Get Epic Haiku for your phone: Apple App Store or Google Play. On an iPad, get Epic Canto. They are free.

Connect to Freeman

Open the app and scan the Freeman QR code for your device below (also shown at training and User Settings Labs). Scanning points the app at Freeman's Epic; nothing else to type.

Use your Freeman username and password, the same login as a Freeman workstation. Allow notifications so Secure Chat can reach you.

Read before you scan

These codes connect Haiku and Canto to PRD, the live Epic environment only. Scan the one for your device, then tap Haiku Environments (phone) or Canto Environments (iPad).

You get PRD access during your Epic training or after you test out, so scanning before then will not sign you in. They also only work if your BYOD and Remote Access request has already been submitted and processed. If you scan and sign in but nothing loads, that request is the most likely reason. Submit it first, then come back and scan.

QR code that connects Epic Haiku to Freeman's live (PRD) Epic environment

HAIKU (PHONE)

QR code that connects Epic Canto to Freeman's live (PRD) Epic environment

CANTO (IPAD)

Want to see every screen? The advanced step-by-step Haiku and Canto Login Guide walks from the app store through the MFA sign-in.

Stuck at any step? IT Support Help Desk 417-347-4500 or fhsitsm.saasit.com.

Secure Chat basics

Secure Chat runs in Hyperspace, Haiku, and Canto with push notifications. It shows when a message is Seen, attaches the patient so the chart opens in one tap, and supports availability status, groups, and forwarding.

NORMAL

No time expectation

IMPORTANT

Response within 20 minutes

URGENT

Response within 5 minutes

Breaks through a silenced phone. Restricted to selected roles.

Availability status

STATUS	EXPECTATION	NOTIFICATIONS
Available	Sees and responds within 1 to 2 hours	Push notification
Busy	Sees and responds within 4 hours	Push notification
Do Not Disturb	Next day or next business day	No push; only Urgent breaks through
Offline	Will not see messages until back online	Cannot send, receive, or be added to threads

Send only to people marked Available or Busy. Surgeons and proceduralists set up forwarding once (to a person or a role such as circulating nurse); the system marks them Busy during procedures. Full etiquette on the EMR Etiquette page.

Phone numbers: DN and DID

Secure Chat is integrated with Epic VoIP. Depending on who needs to call you directly, you get one, both, or neither number:

DN (Directory Number): internal extension. Reaches you from Freeman staff who are not on Epic VoIP.

DID (Direct Inward Dial): a full outside number. Reaches you directly from outside Freeman without going through an operator.

DN and DID: providers who take both internal and outside calls directly. Most physicians and APPs.

Neither: app to app calls in Haiku and Canto do not need a DN.

Check your numbers in your Secure Chat profile.

Epic VoIP decision chart for whether a user needs a DN, a DID, both, or neither — Click or tap to open full size.

After Mobile Heartbeat sunsets: how to escalate

How to escalate in Secure Chat

Emergent

Phone or face to face. Never Secure Chat. Codes and rapid responses follow the existing overhead and paging process.

Time sensitive

Secure Chat marked Important (20 minutes) or Urgent (5 minutes) with the patient attached and a clear ask.

No response

Check their availability status. If Do Not Disturb or Offline, call their DN or DID, then the covering provider or the unit charge nurse.

Routine

Secure Chat at Normal priority. One summarized message beats several short ones. No "thanks" or "ok" replies.

SMS, iMessage, and other messaging apps are prohibited for any patient-related communication.

Round at an external location

Seeing a patient away from a Freeman site? Use Haiku to find the patient, create an encounter in your home department, write the note, drop the charge, and sign the visit, step by step with screenshots.

Round on patients at an external location