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Amwell Platform Commentary
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User Commentary

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Director

Loyalty, Product

Because of the Amwell Converge integration work that is going on, Amwell has effectively abandoned...

Apr 2024
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Director

Product

Amwell Platform is extremely stable in terms of uptime and meeting our needs. The platform has a...

Apr 2024
||
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Director

Loyalty, Product

We feel we can do more with Amwell Platform but are limited by the platform's limitations in the...

Apr 2024
||
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CMIO

Relationship

We have never had any issues with support, but Amwell is going through some restructuring. Our...

Apr 2024
||
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CMIO

Loyalty, Relationship, Product

My concerns with Amwell right now aren't about the technology; they are more about the relationship,...

Apr 2024
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(0)
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Manager

Loyalty

In a couple of years, the Amwell carts that we are using won't be supported anymore. Then, we will...

Apr 2024
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(0)
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Manager

Relationship

Amwell has been great to work with. They were on top of the game for a long time. I have really...

Apr 2024
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Manager

Product

Amwell Platform is just not user friendly. A lot of technology that requires an actual app download...

Mar 2024
||
(0)
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Manager

Relationship, Product

We get status updates from Amwell, so if the system goes down or something like that, we receive an...

Mar 2024
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Manager

Relationship

Amwell’s training is nonexistent. Their customer success team plays an intermediate role where we...

Mar 2024
||
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Director

Loyalty

We are not on Amwell Converge yet; however, we will need Amwell Converge in the future because we...

Mar 2024
||
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Manager

Product

We still use Amwell Platform for integration within our EMR and schedule visits there. We are also...

Mar 2024
||
(0)
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Manager

Value

We can staff for on-demand visits, but we just aren't set up to model things. When we use Amwell’s...

Mar 2024
||
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Manager

Culture

Amwell has not kept their promises. I don't think they have been deliberate in that, but what we...

Mar 2024
||
(0)
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Director

Product

We are only using Amwell Now for our outpatient platform, instead of the scheduled piece of Amwell...

Mar 2024
||
(0)
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Director

Value

Previously, I thought Amwell was very pricey, but we were able to get the cost down significantly....

Mar 2024
||
(0)
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Director

Value

I haven't had to deal with this for a while, but anytime I wanted to get up a new program, it always...

Mar 2024
||
(0)
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Director

Product

Amwell Platform is antiquated software. It was fine when we initially implemented it, but it doesn't...

Feb 2024
||
(0)
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Director

Product

Amwell Platform has some clunky, awkward things about the integration that make it less user...

Feb 2024
||
(0)
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Manager

Relationship

Amwell’s support team was not as available as we were led to believe. It wasn't easy to get a...

Dec 2023
||
(0)
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Manager

Operations

When I asked Amwell for additional training, we were given a user guide but no real guidance. For...

Dec 2023
||
(0)
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Manager

Operations, Product

From an IT perspective, Amwell’s integration team was robust, and their planning and workflow...

Dec 2023
||
(0)
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Manager

Product

It is not too complicated to access intake and start a visit for a patient or provider using Amwell...

Dec 2023
||
(0)
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Manager

Product

The product’s weakness is a lack of robust integration to put discrete data back into the source EMR....

Dec 2023
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Manager

Relationship

For a real-time, on-demand platform, we should be able to expect at least same-day responses, and...

Dec 2023
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(0)
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CMIO

Loyalty, Product

I think the new Converge platform that the CEO has been pushing is just smoke and mirrors. It was...

Dec 2023
||
(0)
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CMIO

Loyalty, Product

Our organization likes the Amwell solution because Amwell allows originating urgent care calls that...

Dec 2023
||
(0)
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CMIO

Relationship

We talk with Amwell’s support team a lot. And there has been some executive involvement. One of the...

Dec 2023
||
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CMIO

Product

The vendor could improve the system's user interface, whether that be for physicians or patients....

Dec 2023
||
(0)
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CMIO

Loyalty

My hesitation about whether I would buy the product again is because our agreement with the vendor...

Dec 2023
||
(0)
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CMIO

Relationship

Amwell's biggest strength is that they are a pretty responsive partner. When we have technical...

Dec 2023
||
(0)
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CMIO

Product

The fact that Amwell has a standalone product in addition to their integrated product in our EMR is...

Dec 2023
||
(0)
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Director

Loyalty, Operations, Product

The product is not easy to use, and the training hasn't been great. We have had a few small...

Dec 2023
||
(0)
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Director

Relationship

There is a phone number that patients can call if they have trouble, technical issues, or issues...

Dec 2023
||
(0)
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Director

Product

We would like real-time eligibility instead of a service key with Amwell. If our current health plan...

Nov 2023
||
(0)
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Director

Value

With the amount we are paying for how many users we have on Amwell Platform, it is very expensive.

Nov 2023
||
(0)
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Director

Loyalty

The shared Amwell Platform is old, so it is not really getting any updates. We are moving to the new...

Nov 2023
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Director

Relationship

Amwell has been very helpful in the case of any issues. We mostly email the vendor and have regular...

Nov 2023
||
(0)
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Director

Loyalty, Relationship

We are ending our relationship with Amwell. They served a good purpose, and I don't regret our...

Nov 2023
||
(0)
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Director

Product

Amwell has a solid platform and a solid set of providers that are available if that is a use case...

Nov 2023
||
(0)
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Director

Product

The cautions I have with Amwell are more around the innovation focused on payers. Amwell is much...

Nov 2023
||
(0)
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Director

Product, Value

We have seen lower no-show rates for virtual visits than we have for in-person visits. Patients...

Nov 2023
||
(0)
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Director

Value

The solution has definitely reduced our transfers and created a better patient experience.

Nov 2023
||
(0)
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Director

Product, Value

Several of our patient and provider users of the system have reported that the solution requires a...

Nov 2023
||
(0)
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Director

Relationship

There aren't great escalation pathways to get to people at Amwell who can provide more guidance....

Nov 2023
||
(0)
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Director

Relationship, Product

I would like the vendor to prioritize the development of the system for hospitals that are using...

Nov 2023
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(0)
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Analyst/Coordinator

Relationship

It was clear that our service person did not understand their own product, and it is a very complex,...

Oct 2023
||
(0)
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Analyst/Coordinator

Relationship

Amwell is constantly in our faces, and they are good. They constantly want to ask what we are doing...

Oct 2023
||
(0)
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Analyst/Coordinator

Relationship, Product

Amwell has been in a pretty steady state for the last few years. They have turned out fixes and...

Oct 2023
||
(0)
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Analyst/Coordinator

Loyalty, Product

Amwell just pushes out changes, and we don't have a choice. But we are always on the latest version.

Oct 2023
||
(0)
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Analyst/Coordinator

Relationship

Amwell is good at addressing issues. If we have an issue, we log a ticket, and they turn it around...

Oct 2023
||
(0)
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VP/Other Executive

Relationship, Product

We couldn't operate without the system. Amwell provides comprehensive solutions. They are flexible...

Sep 2023
||
(0)
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VP/Other Executive

Relationship, Product

Amwell offers comprehensive service and a comprehensive product. They do a good job with...

Sep 2023
||
(0)
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VP/Other Executive

Relationship

Some of the vendor's challenges have been on the customer support side, and the vendor's support has...

Sep 2023
||
(0)
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VP/Other Executive

Product

The system is a proverbial end-to-end solution that has a wide range. There are a couple of virtual...

Sep 2023
||
(0)
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VP/Other Executive

Operations, Product

The product's ease of use for end users is definitely getting better. Amwell has reduced their...

Sep 2023
||
(0)
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VP/Other Executive

Relationship

Amwell's phone and web support could use a bit of a deeper dive. It would also make a difference if...

Sep 2023
||
(0)
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Manager

Loyalty, Product

I feel as though Amwell is going by way of the more traditional telehealth providers out there, and...

Sep 2023
||
(0)
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Manager

Relationship, Product

I would recommend that Amwell focus on the member experience. I think they have good technology....

Sep 2023
||
(0)
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Manager

Operations

To improve their implementation process, Amwell could make sure the right people are client facing...

Sep 2023
||
(0)
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Director

Product

Amwell Platform is a very user-friendly application for both physicians and patients, and I like the...

Sep 2023
||
(0)
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Director

Product

Amwell Platform is a little clunky because it isn't integrated with the front door of our facility’s...

Sep 2023
||
(0)
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Director

Loyalty, Product

One thing that I didn't like about Amwell Platform is that I couldn't see who was in the platform...

Sep 2023
||
(0)
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Director

Value

Amwell did a good job, and they were very fair in pricing.

Sep 2023
||
(0)
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CMIO

Operations, Product

When a student comes to the nurse's office, it is very nice to get the parents online with the nurse...

Aug 2023
||
(0)
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CMIO

Product

Amwell Platform is doing what it is supposed to do. It is meeting our needs, but we had to spend a...

Aug 2023
||
(0)
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CMIO

Loyalty, Relationship

Amwell is doing a good job with their releases, and the vendor has good plans to go forward.

Aug 2023
||
(0)
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CMIO

Operations

I would have loved for Amwell to be able to train our nurses instead of using the train-the-trainer...

Aug 2023
||
(0)
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CMIO

Relationship

We are not extremely dissatisfied with Amwell because when we reach out to them, we get good...

Aug 2023
||
(0)
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Director

Product

Amwell Platform has no whiteboard function. It has limited capabilities for screen sharing and no...

Aug 2023
||
(0)
 Thank you  Helpful

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Director

Product

The patient experience with Amwell has been quite good. Patients like the fact that we can send a...

Aug 2023
||
(0)
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Director

Loyalty

We have had some hiccups based on some of the functionalities that Amwell does not offer. We are...

Aug 2023
||
(0)
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Director

Relationship

I think the people at Amwell are idiots. I am astounded that they have been in the business for so...

Aug 2023
||
(0)
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 or  to see details.

Director

Culture, Value

We have an old contracting model with Amwell, and with the way we have our agreement, the vendor...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Operations

Whenever Amwell has updates, they send them by email. It would be nice if the vendor would send out...

Aug 2023
||
(0)
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Director

Product

I would love it if Amwell would allow us to put consent forms on their platform. Right now, we just...

Aug 2023
||
(0)
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Director

Relationship, Product

I haven’t been dissatisfied with Amwell’s service, but I have been more satisfied with other...

Aug 2023
||
(0)
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Director

Relationship

The vendor’s support for patients could definitely improve. The support is not bad, but it is not...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship

If there are any issues, the vendor emails us, and the vendor gives us updates as the problems get...

Aug 2023
||
(0)
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VP/Other Executive

Loyalty, Value

We are looking for a new solution, mainly due to cost. Amwell Platform is a decent platform, but for...

Aug 2023
||
(0)
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VP/Other Executive

Operations, Product

When we deploy and train, that is all great. Amwell is by our side. And we have had a lot of success...

Aug 2023
||
(0)
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VP/Other Executive

Relationship, Product

We tend to have glitchy, weird problems with Amwell Platform that are hard to resolve. We have had...

Aug 2023
||
(0)
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VP/Other Executive

Relationship, Product

We have had a lot of disconnection issues, which are a terrible dissatisfier. And nobody knows they...

Aug 2023
||
(0)
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VP/Other Executive

Relationship, Product

We get surprised by some things with Amwell Platform. I don't know that we always get up-to-date,...

Aug 2023
||
(0)
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VP/Other Executive

Relationship

We have talked to Ido and Roy Schoenberg from Amwell, so we have definitely been given lots of...

Aug 2023
||
(0)
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Manager

Operations, Product

The product does well in handling scenarios with multiple parties as long as the groups have fewer...

Jul 2023
||
(0)
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Manager

Value

Recently, Amwell has gotten much better about not charging for every little thing. In the past,...

Jul 2023
||
(0)
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Manager

Product

The system is software and hardware for us. We would like some advancements in the hardware fleet...

Jul 2023
||
(0)
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Manager

Relationship

The vendor has a good account-management structure. Amwell’s support is getting better. The vendor...

Jul 2023
||
(0)
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Manager

Relationship

Amwell’s written communication is often flawed. The vendor will inform us that they will be doing...

Jul 2023
||
(0)
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Manager

Product

If someone who uses another vendor's products were looking for an ambulatory solution, I would tell...

Jul 2023
||
(0)
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Manager

Loyalty, Relationship

We are in some strategy discussions with Amwell that could prove to be very interesting in terms of...

Jul 2023
||
(0)
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Director

Product

There are some challenges that come up when it comes to certain devices and browsers and things like...

Jul 2023
||
(0)
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Director

Loyalty, Product

There are recommendations on the latest browser and operating systems that seem to contribute to the...

Jul 2023
||
(0)
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Director

Loyalty, Product

Amwell Platform is missing a group visit functionality, so we had to pivot and develop a different...

Jul 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Value

With Amwell, sometimes it feels like we get nickel-and-dimed on certain things.

Jul 2023
||
(0)
 Thank you  Helpful

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Director

Product

Amwell’s inpatient solution creates pretty intuitive workflows and makes it easy to launch use cases...

Jul 2023
||
(0)
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Manager

Operations

Our appetite for training would depend on whether there was a new process or new clicks. But I...

Jul 2023
||
(0)
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Manager

Relationship, Product

Amwell Platform is a fine solution. It works well when it works, but some of our patients have...

Jul 2023
||
(0)
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Manager

Loyalty

Amwell Platform is part of our long-term plans because we do have patients that still use it. With...

Jul 2023
||
(0)
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 or  to see details.

Manager

Operations

I would buy Amwell Platform again because it is nice for our providers and nice for our staff to...

Jul 2023
||
(0)
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Manager

Culture, Value

We recently received quite a few invoices, and almost every one of them was incorrect. We were...

Jun 2023
||
(0)
 Thank you  Helpful

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Manager

Operations, Product

With my team in particular, whenever we have upgrades, there is not enough testing, and everything...

Jun 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Operations

There could be some improvement in the training. We always come up with a lot of questions, and the...

Jun 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship

Amwell needs to improve communication among their team members. There is often a brick wall, and...

Jun 2023
||
(0)
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 or  to see details.

Manager

Relationship, Product

Whenever we need data or information collected on anything, the team I work with dives in and gets...

Jun 2023
||
(0)
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Manager

Product

After we work out all the kinks, the solution is good. The software is user friendly, and anytime we...

Jun 2023
||
(0)
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Manager

Relationship

When a patient calls the customer support line to ask Amwell specifically about our services, the...

Jun 2023
||
(0)
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Manager

Relationship

I don't like to talk to the executives because I don't think a problem should ever go that high....

Jun 2023
||
(0)
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Manager

Relationship

A positive thing Amwell has brought to the table recently is a lot of new ideas to expand the...

Jun 2023
||
(0)
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Manager

Loyalty, Relationship, Product

Our team is coming up with a lot of new multiparty scenarios, and we are often met with challenges...

Jun 2023
||
(0)
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Manager

Product

There are other solutions in the market that are more agile, responsive, and advanced than Amwell's...

Jun 2023
||
(0)
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Manager

Relationship, Product

In my region, we have some groups that have custom benefits with my organization. Typically, a...

Jun 2023
||
(0)
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Manager

Product

Sometimes, patients have issues signing up for a telehealth visit in the system. Some patients go...

Jun 2023
||
(0)
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Manager

Product, Value

The product's biggest strength is that it brings an alternative route of care, typically at a lower...

Jun 2023
||
(0)
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Director

Relationship, Product, Value

Amwell provides a lot of value. Before the pandemic, the engagement was lower than I was hoping for,...

Jun 2023
||
(0)
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Director

Relationship, Product

Amwell is very willing to work with us on integration. We have integration file feeds going back and...

Jun 2023
||
(0)
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Director

Operations, Product

Particularly for some demographics, the virtual visit thing in general is a bit challenging, and...

Jun 2023
||
(0)
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Director

Relationship, Product

Amwell Platform has been very solid. In general, it just works. There are not a lot of products I...

Jun 2023
||
(0)
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Director

Relationship

We work directly with the Amwell representatives, and internally, there is never an issue. The...

Jun 2023
||
(0)
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Director

Relationship

Sometimes we have to push Amwell about being proactive. We utilize their physician panel for the...

Jun 2023
||
(0)
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Director

Product

Amwell has a solid technical program. They are good at recruiting physicians for the virtual...

Jun 2023
||
(0)
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Director

Product, Value

With the pandemic, the impact of Amwell Platform went up, but we are seeing a bit of a drop-off and...

Jun 2023
||
(0)
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Director

Relationship, Product

Amwell Platform is a great enterprise solution that can streamline our workflow, whether that is the...

Jun 2023
||
(0)
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Director

Operations

The time for new functionality seems to be lagging with the product, and when there is an issue, the...

Jun 2023
||
(0)
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Director

Product

The integration with our EMR is key to Amwell’s ease of use and gives us the ability to have a...

Jun 2023
||
(0)
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Manager

Relationship, Product

Amwell is a bit too rigid. They aren't flexible for our needs. Our patients are not the same as...

Jun 2023
||
(0)
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Manager

Loyalty, Relationship

We decided to move away from Amwell because Amwell Platform's user friendliness was not great. We...

Jun 2023
||
(0)
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Manager

Product, Value

The impact of Amwell Platform is positive because we are seeing patients, but the system isn't the...

Jun 2023
||
(0)
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 or  to see details.

Manager

Value

In terms of costs, Amwell is usually trying to get us to do something else.

Jun 2023
||
(0)
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 or  to see details.

CMIO

Operations, Product

Amwell does the patient experience very well. The patient interaction and the patient interface are...

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Loyalty

We are evaluating our long-term telehealth options. We got Amwell Platform because we wanted a...

May 2023
||
(0)
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 or  to see details.

Director

Relationship, Relationship

Amwell’s support team would be better if they would just get back to us. We used to put in tickets,...

Apr 2023
||
(0)
 Thank you  Helpful

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Director

Relationship, Relationship

If we need something, our single point of contact, who is our salesperson, has to go ask the...

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship, Relationship, Product, Product

To get communication from Amwell, we have to use their portal, and we have to be allowed to use the...

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Value, Value

Amwell's platform was very expensive for what we used it for. But after some renegotiations, Amwell...

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Operations, Operations

In the planning and scope-of-work phases for Amwell, it is really important for the client to nail...

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship, Relationship, Product, Product

When we add an outside interpreter service, the call is only by audio, so we lose the video. That is...

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Culture, Culture

If I had been making the buying decision a few years ago, I would not have bought the Amwell...

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Operations, Operations, Product, Product

We integrated the Amwell platform with our EHR, and it was a long, painful process. We would test...

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Product, Product

The quality of what we finally got with our customized application was great, and Amwell's platform...

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship, Relationship

We have asked Amwell for lots and lots of things, and we have gotten nothing. They are a very siloed...

Apr 2023
||
(0)
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