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San Francisco DPH reports EPIC rollout stabilized; MyChart activation at ~10% with plans for Wave 2 features
Summary
DPH chief information officer Eric Raffin said the EPIC electronic health record implementation has stabilized revenue cycle operations, MyChart has about 10,000 active users, and Wave 2 work (video visits, integrated interpreter support) is underway with revised multi-year cost estimates.
Eric Raffin, chief information officer for the Department of Public Health, briefed the commission on the EPIC electronic health record program's recent status, security features, MyChart activation metrics and financial outlook.
"We're pretty squarely in the get better phase of EPIC," Raffin said, describing efforts to optimize workflows after go-live and to harden security controls including multi-factor authentication and automated break‑the‑glass auditing for restricted records.
Raffin reported approximately 10,288 active MyChart users (about 10–11% of DPH patients), with preferred-language selections showing 77% English, 9% Spanish and 7% Cantonese among active users. He acknowledged MyChart is currently available only in English and Spanish in the tool and said promotional materials are translated into six threshold languages.
On revenue, Raffin said revenue-cycle operations have stabilized since go-live and that collections per month have started to trend upward compared with pre-EPIC levels, though he added there remain opportunities to improve through EPIC analytics and targeted process changes.
Raffin also reviewed updated estimates for EPIC program spend through 2027, noting some future-year staffing and contract costs were underestimated in earlier projections and that the department will pursue a more surgical, need-based use of outside consultants going forward.
Commissioners asked for dashboards and metrics showing EPIC's effect on clinical measures and patient outcomes; Raffin said the system will enable more unified KPIs and that wave-2 data reporting will provide richer insights for tracking impact.
What's next: DPH plans to continue Wave 2 implementation (including integrated video visits and interpreter services in MyChart), to expand MyChart activation and to present updated contract/budget plans that map future spending to specific EPIC capabilities.
