That's a reasonable position for Epic to take. Most failed EHR implementations have been caused by excessive customization. Hospital staff often wanted to make the new software fit their existing idiosyncratic processes and forms. But in reality there was no valid business or clinic reason for most of those differences between hospitals. It's better in the long run to reengineer hospital operations to match industry best practices and the selected EHR, regardless of whether that EHR is Epic or one of their competitors.

As a local hospital IT director told me, "Vanilla is the best flavor." By that she meant that if they purchased a piece of software they were going to use it as-is and not get sucked into a black hole of customization.