Amwell Platform Comments

 

Featured  Reports

Preferences

   Bookmark

Give your feedback

Current Time Inside Cache Tag Helper: 9/23/2020 12:51:25 AM and Model.EvProductId = 90978

Commentary Summary

Positive
##%
Neither
##%
Negative
##%

User Commentary

Sort by

Manager

Interfacing and Integration

Amwell has done a poor job with interoperability. It isn't easy to use the platform for scheduled...

Sep 2020
 Helpful

 or  to see details.

Manager

Lessons Learned

Some of Amwell's recent enhancements have really improved my opinion of them. They have been...

Sep 2020
 Helpful

 or  to see details.

Manager

Service and Support

The support is laughable. The traditional Amwell Platform model is counterintuitive. That is the...

Sep 2020
 Helpful

 or  to see details.

Manager

Service and Support

Proactive service from Amwell is nonexistent. Their service is entirely reactive. Their proactive...

Sep 2020
 Helpful

 or  to see details.

Manager

Lessons Learned

The Amwell executives say all the right things to the right people. I think that the executives want...

Sep 2020
 Helpful

 or  to see details.

Manager

Technology

We opened a virtual COVID-19 screening hub for people who were concerned about calling in, and the...

Sep 2020
 Helpful

 or  to see details.

Manager

Lessons Learned

Whether I would recommend Amwell to a peer is a long conversation. I would tell people the truth...

Sep 2020
 Helpful

 or  to see details.

Manager

Lessons Learned

Amwell has been very good about offering support during COVID-19. I am being very deliberate with my...

Sep 2020
 Helpful

 or  to see details.

Manager

Relationship

Amwell doesn't keep all promises, but I would like to be shown a vendor that does. Amwell has missed...

Sep 2020
 Helpful

 or  to see details.

Manager

ROI / Cost (care and feeding)

Amwell charges us for some things, but they don't nickel-and-dime us for everything. I would say...

Sep 2020
 Helpful

 or  to see details.

Manager

Implementation and Training

Amwell has some very squirrely policies around their implementations. For instance, they only do a...

Sep 2020
 Helpful

 or  to see details.

Manager

Functionality and Upgrades

Amwell Platform doesn't function as well as advertised. It functions in a very plain way. The...

Sep 2020
 Helpful

 or  to see details.

Manager

Functionality and Upgrades

The efficiencies of the documentation workflow in our EMR are a lot cleaner than they are on the...

Sep 2020
 Helpful

 or  to see details.

Manager

Interfacing and Integration

The vendor is doing very well. We meet with individuals from Amwell often. The vendor avoids...

Sep 2020
 Helpful

 or  to see details.

Manager

Service and Support

We occasionally run into issues that are concerning, and we may deem them patient safety issues. The...

Sep 2020
 Helpful

 or  to see details.

Manager

Service and Support

Amwell purchased Avizia, but the two structures don’t work the same. The cultures are very...

Sep 2020
 Helpful

 or  to see details.

CTO

Service and Support

We had a long history with Amwell at the time COVID-19 hit. We initially wanted them to help us with...

Sep 2020
 Helpful

 or  to see details.

CTO

Functionality and Upgrades

When we selected Amwell, one of the criteria for selecting them was that they were going to have a...

Sep 2020
 Helpful

 or  to see details.

CTO

Other Observations & Comments

Amwell is a mature vendor in the telehealth space. We are doing a review of all the major...

Sep 2020
 Helpful

 or  to see details.

Director

Relationship

We were originally contracted with Avizia, and then when Amwell purchased Avizia, we got sucked in...

Sep 2020
 Helpful

 or  to see details.

Director

Relationship

Knowing everything that I know today, I don't think I would buy Amwell Platform again. I have no...

Sep 2020
 Helpful

 or  to see details.

Director

Relationship

The vendor has been very good about not charging for everything. As a whole, our relationship with...

Sep 2020
 Helpful

 or  to see details.

Manager

Service and Support

Amwell has been responsive, but the tool is simple and isn't designed for what we are using it for....

Sep 2020
 Helpful

 or  to see details.

Manager

Functionality and Upgrades

I have heard about more issues with Amwell Connect than I have with any other systems. Amwell is...

Sep 2020
 Helpful

 or  to see details.

Manager

Functionality and Upgrades

The fantastic part of Amwell Platform is the simplicity. The system just sends a link, and we can...

Sep 2020
 Helpful

 or  to see details.

Manager

Functionality and Upgrades

The original plan was to use Amwell's solution as a white-label platform that we could stand up...

Sep 2020
 Helpful

 or  to see details.

Manager

Service and Support

Amwell’s platform had been really stable up until the COVID-19 crisis; it hit a little snag there....

Sep 2020
 Helpful

 or  to see details.

Manager

Service and Support

The customer support Amwell provides for the client is a problem, their current structure is not...

Sep 2020
 Helpful

 or  to see details.

Manager

Interfacing and Integration

Amwell promises or sells us on the fact that integration will work a certain way, and then when we...

Sep 2020
 Helpful

 or  to see details.

Manager

ROI / Cost (care and feeding)

In terms of nickel-and-diming, we were going to do one of our integration projects, and looking from...

Sep 2020
 Helpful

 or  to see details.

Manager

Functionality and Upgrades

The vendor’s product does what it is supposed to do, and it is easy to use. It literally takes two...

Sep 2020
 Helpful

 or  to see details.

Manager

Functionality and Upgrades

Lately, we have had a little more executive involvement, but that is not normal; that is just...

Sep 2020
 Helpful

 or  to see details.

Director

Interfacing and Integration

We aren't leveraging the online care group. We use the platform as a means to connect patients with...

Sep 2020
 Helpful

 or  to see details.

Director

Functionality and Upgrades

There are a lot of prerequisites. Patients have to have an account and the app. We can't just shoot...

Sep 2020
 Helpful

 or  to see details.

Analyst/Coordinator

Other Observations & Comments

Based on what Amwell is strategically planning for the next year, it looks like they are trying to...

Sep 2020
 Helpful

 or  to see details.

Analyst/Coordinator

Future Outlook

We use Amwell's software for our kiosks and other things. As far as I know, the system isn't going...

Sep 2020
 Helpful

 or  to see details.

VP/Other Executive

Functionality and Upgrades

Our current use of the system is very niche. The platform does not support large groups, like...

Sep 2020
 Helpful

 or  to see details.

VP/Other Executive

Service and Support

There are some complexities with the ease of use. Amwell has done some important things to protect...

Sep 2020
 Helpful

 or  to see details.

Analyst/Coordinator

Functionality and Upgrades

With the infrastructure we had in place, Amwell Platform wasn't running at full performance. When...

Sep 2020
 Helpful

 or  to see details.

Analyst/Coordinator

Relationship

We have a pretty good relationship with Amwell. I haven't heard about any issues with the training....

Sep 2020
 Helpful

 or  to see details.

Analyst/Coordinator

Functionality and Upgrades

According to the numbers Amwell has shown us, our patient satisfaction rate has been high. It is...

Sep 2020
 Helpful

 or  to see details.

Analyst/Coordinator

Functionality and Upgrades

I actually use the system and have had a good experience with it. There have been a few complaints...

Sep 2020
 Helpful

 or  to see details.

Analyst/Coordinator

Other Observations & Comments

American Well seems to have integration, but we have yet to experience that integration. We don't...

Sep 2020
 Helpful

 or  to see details.

CIO

Functionality and Upgrades

I use American Well's solution at another organization for third-party eVisits. Somehow, we wound up...

Aug 2020
 Helpful

 or  to see details.

VP/Other Executive

Service and Support

We had challenges with Amwell being able to respond to our capacity needs at the beginning of the...

Aug 2020
 Helpful

 or  to see details.

Director

Functionality and Upgrades

Unfortunately, there is no one telehealth solution for everything. For 24/7 minor or convenient care...

Aug 2020
 Helpful

 or  to see details.

Director

Service and Support

Amwell kept everybody in the loop with what was occurring during the pandemic and what changes they...

Aug 2020
 Helpful

 or  to see details.

Director

Implementation and Training

Amwell didn’t really train us, but they provided some materials to help my staff train the other...

Aug 2020
 Helpful

 or  to see details.

Director

Service and Support

I was very pleased that Amwell held webinars to help providers through the telehealth changes.

Aug 2020
 Helpful

 or  to see details.

VP/Other Executive

Relationship

Amwell has been responsive to our needs and has been a good partner. We appreciate that Amwell...

Aug 2020
 Helpful

 or  to see details.

CMIO

Functionality and Upgrades

We had a relationship with a Medicare Advantage program that paid for us to have an on-demand...

Jul 2020
 Helpful

 or  to see details.

CMIO

Other Observations & Comments

The on-demand telehealth platform wasn’t very successful because patients didn’t really know about it....

Jul 2020
 Helpful

 or  to see details.

CMIO

Future Outlook

Amwell Platform is going to continue to be only for our employees. We are going to consolidate our...

Jul 2020
 Helpful

 or  to see details.

Director

ROI / Cost (care and feeding)

Amwell charges for everything but is showing some flexibility with new options. Time will tell how...

Jul 2020
 Helpful

 or  to see details.

Director

Interfacing and Integration

Amwell's product is integrated with our EMR. Everything is done in the EMR, and the Amwell product...

Jul 2020
 Helpful

 or  to see details.

Manager

Functionality and Upgrades

Amwell Platform is too rigid. The vendor needs to build more customer preferences into the platform,...

Jul 2020
 Helpful

 or  to see details.

Manager

ROI / Cost (care and feeding)

Amwell Platform is pretty expensive. Whether the product is part of our long-term plans remains to...

Jul 2020
 Helpful

 or  to see details.

Manager

Service and Support

The quality of Amwell's support is actually not too bad. We can use the product to drive tangible...

Jul 2020
 Helpful

 or  to see details.

CMO

Other Observations & Comments

Amwell Platform is good, and the vendor is trying, but there have been some bumps since the...

Jul 2020
 Helpful

 or  to see details.

CMO

Functionality and Upgrades

We have been asking for a number of features for a long time. Amwell is working to implement those,...

Jul 2020
 Helpful

 or  to see details.

CMO

Implementation and Training

I would like to have Amwell Platform meet the needs of the current environment. The vendor is...

Jul 2020
 Helpful

 or  to see details.

CMO

Service and Support

Amwell has been very supportive and responsive during the COVID-19 crisis.

Jul 2020
 Helpful

 or  to see details.

CMO

Other Observations & Comments

We are evaluating whether the system is the best platform for us and is part of our long-term plans....

Jul 2020
 Helpful

 or  to see details.

CMO

Functionality and Upgrades

Amwell keeps the majority of the promises they make, but we have been waiting for certain feature...

Jul 2020
 Helpful

 or  to see details.

CMO

Service and Support

Amwell's charges have been pretty consistent. They are fair in that regard. The vendor gives us a...

Jul 2020
 Helpful

 or  to see details.

CMO

Service and Support

Amwell gives us good support when we push for it. We have a regular meeting with them to go over...

Jul 2020
 Helpful

 or  to see details.

CMO

Service and Support

One of the representatives knows the product and our needs very well. I call that person all the...

Jul 2020
 Helpful

 or  to see details.

CMO

Functionality and Upgrades

We are a very large health system, and like Amwell, we have had a lot of mergers. We understand...

Jul 2020
 Helpful

 or  to see details.

CMO

Functionality and Upgrades

When we first started using the tools, we had very limited use cases. Someone told us that we were...

Jul 2020
 Helpful

 or  to see details.

CMO

Functionality and Upgrades

Amwell's upgrades are mostly fixes, not enhancements. There is really no ongoing training or...

Jul 2020
 Helpful

 or  to see details.

Analyst/Coordinator

Interfacing and Integration

We are looking into developing a new cart that we can integrate with our EMR so that we can use the...

Jul 2020
 Helpful

 or  to see details.

Analyst/Coordinator

ROI / Cost (care and feeding)

We purchased the carts only with peripherals, so we do have to pay for service agreements for both...

Jul 2020
 Helpful

 or  to see details.

Analyst/Coordinator

Implementation and Training

American Well doesn’t really provide training. They provide the user guides that are given with the...

Jul 2020
 Helpful

 or  to see details.

Analyst/Coordinator

Functionality and Upgrades

In terms of delivering new technology that meets our needs, I would rate Amwell Platform low, and...

Jul 2020
 Helpful

 or  to see details.

Analyst/Coordinator

Technology

For cases where we need all the peripherals, the carts are great. When we need the peripherals to do...

Jul 2020
 Helpful

 or  to see details.

Manager

Functionality and Upgrades

We have a way of doing virtual visits in the product. We can create visits that last from 15 minutes...

Jun 2020
 Helpful

 or  to see details.

Manager

Other Observations & Comments

The product is good because it really gives us a foothold in the telehealth space and in developing...

Jun 2020
 Helpful

 or  to see details.

Manager

Interfacing and Integration

Sometimes we are asked by providers why we can’t just use FaceTime or Zoom. I think our main answer...

Jun 2020
 Helpful

 or  to see details.

Manager

Service and Support

Something goes wrong with 10%–15% of our virtual visits. We have a staff help desk to help people...

Jun 2020
 Helpful

 or  to see details.

Manager

Future Outlook

The product is part of our long-term plans right now. We don’t feel like we have the in-house...

Jun 2020
 Helpful

 or  to see details.

Manager

ROI / Cost (care and feeding)

I think the vendor has been good about not charging for every little thing, but there are additional...

Jun 2020
 Helpful

 or  to see details.

Manager

Other Observations & Comments

There are some issues with the ease of use of the system. But I expect that a year from now, we will...

Jun 2020
 Helpful

 or  to see details.

Physician

Functionality and Upgrades

We went live with Amwell Platform recently. We had the system for a while, but we never turned it...

Jun 2020
 Helpful

 or  to see details.

Physician

Functionality and Upgrades

I have really liked the telephone and televideo capabilities with Amwell Platform. We have smart...

Jun 2020
 Helpful

 or  to see details.

Director

Functionality and Upgrades

With the American Well product, it was incredibly hard to get people signed up and to keep people's...

Jun 2020
 Helpful

 or  to see details.

Director

Other Observations & Comments

The vendor wasn't pr