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Bala Mulloth and Michael D. Williams

Can university health systems tap into benefits of health technologies in a responsible manner to better manage patients and improve their outcomes using patient-empowered tools? With the adoption of Epic as their only electronic health record system beginning in 2011, the University of Virginia (UVA) medical centre’s Epic integration process has undergone multiple evaluations with the purpose of optimizing their healthcare delivery system. This chapter focuses on how a patient engagement capability of Epic known as MyChart helped UVA support patient care and research. The methodology employed is qualitative in nature and draws on evidence based on interpretative interviews as well as direct and indirect observations. Utilizing the four core principles viz. anticipation, reflexivity, inclusivity and responsiveness of the RRI framework, we offer our analysis and lessons learned. We also present the challenges to realize the full potential of such an EHR platform along with our concluding thoughts.