Amwell Platform
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Subject Expert
Schafer Jackson
Research Director
Commentary Summary
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User Commentary
Operations, Product
Amwell does the patient experience very well. The patient interaction and the patient interface are...
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Loyalty
We are evaluating our long-term telehealth options. We got Amwell Platform because we wanted a...
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Relationship, Relationship
Amwell’s support team would be better if they would just get back to us. We used to put in tickets,...
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Relationship, Relationship
If we need something, our single point of contact, who is our salesperson, has to go ask the...
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Relationship, Relationship, Product, Product
To get communication from Amwell, we have to use their portal, and we have to be allowed to use the...
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Value, Value
Amwell's platform was very expensive for what we used it for. But after some renegotiations, Amwell...
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Operations, Operations
In the planning and scope-of-work phases for Amwell, it is really important for the client to nail...
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Relationship, Relationship, Product, Product
When we add an outside interpreter service, the call is only by audio, so we lose the video. That is...
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Culture, Culture
If I had been making the buying decision a few years ago, I would not have bought the Amwell...
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Operations, Operations, Product, Product
We integrated the Amwell platform with our EHR, and it was a long, painful process. We would test...
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Product, Product
The quality of what we finally got with our customized application was great, and Amwell's platform...
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Relationship, Relationship
We have asked Amwell for lots and lots of things, and we have gotten nothing. They are a very siloed...
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Product
The reporting out of Amwell’s system has been sketchy at best. It has not been good. Amwell uses...
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Product
Like all telehealth, Amwell Platform is technology dependent, and we sometimes don't have the best...
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Product
Most organizations have said a successful telehealth visit is when it fulfills the criteria set by...
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Culture
The product was oversold. Amwell Platform was described as a tightly integrated, well-known...
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Operations, Product
When Amwell showed us Amwell Converge, they made a lot of changes to the graphical user interface...
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Relationship
Amwell is trying really hard, but we are struggling to get Amwell Converge up. The vendor has been...
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Value
Given everything that the vendor is doing and that we are pushing them on, the value of Amwell...
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Relationship
We have some challenges with support. That is an area of ongoing improvement. Things are getting...
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Relationship
The vendor is still helping us on the current platform, even though there is a newer version. They...
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Operations, Product
There was certainly a learning curve on both sides with learning how to have a successful upgrade,...
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Product
There are things that could be better with the integration, but we have been working on integration...
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Relationship, Product
With regard to handling multiparty scenarios, Amwell Platform has had a few little hiccups, but the...
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Product
Amwell Platform needs better integration and visibility with Cerner's EMR. Patients can't edit their...
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Product
The legacy platform doesn't allow providers to quickly connect back. That makes it difficult to use...
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Loyalty
We have been waiting for Amwell’s Converge product to come out for a few years. Looking at the...
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Relationship
Amwell keeps 90% of their promises. However, the vendor has poor communication about what is going...
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Product
We have had some issues with some files and some connectivity. We also need more provider types in...
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Loyalty, Relationship
I would tell a peer that Amwell is listening to their customers and evolving their solutions to meet...
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Relationship
We tell Amwell when there is an issue, but they don’t generally tell us when there is an issue....
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Product
Amwell Platform has been an easy platform to use for our patients, providers, and clinical staff....
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Operations
The initial implementation of Amwell Platform went very well. We give the vendor high marks for that....
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Product
Amwell doesn't provide several tools that we had with our old platform. These tools are simple...
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Loyalty, Relationship
In terms of timeliness, support, and Amwell’s team as a whole, Amwell does keep their promises....
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Product, Value
We have seen a really positive impact on the patient experience. Amwell's platform is so much easier...
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Product
From my understanding, a lot of virtual care solutions go really well together with Epic's system....
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Operations, Product
With Amwell, the upgrades are pretty much all handled for us. We don't have to really do anything.
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Product
On occasion, we have patients that have trouble even with the URL. There are some people that just...
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Loyalty
If we leave Amwell, it would be due to a consolidation of platforms and costs. The only reason why...
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Product, Value
The ability to have multiparty scenarios has definitely improved over the last 18 months. That...
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Value
Amwell's platform is not cheap, but it is an all-inclusive product. We just buy it, and it seems to...
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Relationship, Operations
Amwell has the philosophy of contacting us any time, and they can help train the trainers or do...
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Relationship, Product
Interoperability is not a big consideration of ours for Amwell Platform. However, the vendor has...
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Relationship
Amwell is responsive to their customers. They think outside of the box about how to meet their...
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Relationship, Value
If Amwell Platform did not serve a very specific need in our organizations, then we would probably...
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Relationship
Part of why our relationship skews more positively with Amwell is because they are available and...
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Relationship
The vendor was going to deliver technology for us, and they indicated that was going to be really...
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Relationship
Amwell’s account executives tend to be very responsive. But the support center people are not...
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Product
From an integration standpoint, the product does have integration with our EMR, but the EMR...
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Product
We can handle multiparty scenarios with the product, but we can't do that consistently. Various...
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Loyalty, Value
We are looking at other platforms. We don't feel that Amwell's platform is really a great long-term...
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Product
Amwell told us that if we upgraded our EMR-embedded application to the latest version of Amwell’s...
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Operations
The vendor’s training was not very good. When we did the initial implementation, we did a mass...
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Product
Amwell said that an upgrade would improve the speed of our system, and that has not panned out, so...
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Operations
Amwell hasn’t done much training, and our original training years ago was mediocre. We had a...
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Product
The legacy platform does not integrate much. It is also very difficult and virtually impossible to...
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Product
Amwell Platform is a one-stop shop. It is easy to set it and forget it. The product has been stable...
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Relationship
Amwell's support is very bad. I open a ticket, and it goes unanswered for days to weeks before...
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Relationship
Amwell has responded to fluctuations in demand and has been flexible to help us out when we have had...
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Relationship, Product
Amwell is working on things that we want them to be working on, but the challenge is their timelines...
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Operations
Other vendors seem to have all their things lined up from the implementation to the training,...
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Relationship, Product
We often identify something, and Amwell responds that they have never seen it. Then the situation...
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Relationship
Amwell knows to bring in their people when the customer is unhappy. The people I have worked with...
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Product
The product that we were using for the COVID-19 pandemic was an immediate solution because we didn't...
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Loyalty, Product
There are some issues around reporting in Amwell Platform where I am just not getting the analytics...
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Relationship
Our support goes through a supporting vendor and then to Amwell. The process is very clunky and...
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Loyalty, Relationship, Product
Amwell is starting to pivot toward focusing on outcomes now, but for the last year, they have not...
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Relationship
I have enjoyed working with Amwell. They have a good, engaged group of individuals that have been...
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Product
Amwell has developed a good way to integrate multiparty scenarios into the workflow, and that makes...
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Loyalty, Product
I haven't seen a lot of changes in Amwell’s product. Amwell Platform works when it does, and when...
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Relationship
I have given Amwell copious feedback on the user interface and other things. Amwell always tells me...
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Loyalty, Product
Amwell’s focus is a little more on health systems than on health plans. I want the vendor to provide...
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Product, Value
The product's impact on patients is moderately positive. Amwell Platform is a win for them. Patients...
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Relationship
I don’t feel like Amwell’s account management team is listening to their customers or effectively...
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Product
Amwell Platform is seamless and integrates with our EHR. It brings up a separate browser window, but...
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Product
Amwell Platform had some little troubles initially, but overall, it is pretty easy to use, and the...
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Culture
We had a big contract up front, which covered a lot. So Amwell doesn't need to nickel-and-dime us...
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Operations
There were some gaps with Amwell’s training, so we ended up using our own training teams.
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Relationship
There are still a couple of things we would like to see in the system, so timing can be an issue,...
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Loyalty, Relationship, Operations
We are not loving Amwell Platform because our experience with the vendor has been rough, and ongoing...
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Relationship, Product
For some patients, the solution is great. On an inpatient level, the solution is not so great. The...
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Loyalty, Product
The quality of Amwell’s carts is really good, but the carts do have a lot of issues. The product is...
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Product
Amwell Platform is a good fit for academic medical centers. Academic medical centers typically make...
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Loyalty, Relationship, Product
There was a big jump to telemedicine when the COVID-19 pandemic hit, and Amwell did a very good job...
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Relationship
Keeping promises is one of Amwell's strengths. Amwell delivers what they say they will, and they can...
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Relationship, Product
Amwell is faced with the challenge of keeping up with the growth, technology changes, and...
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Product
I am satisfied with what Amwell has and the workflows that they can deliver across the platforms. We...
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Loyalty, Product
We already had experience in virtual care as a payer and with our provider partners, so when the...
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Operations, Product
Amwell provides documentation not only for the platform but also for their reporting tool. If we...
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Product
Amwell Platform does have the capabilities to support our integration goals, but we haven't used all...
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Relationship, Product
We want to be able to add additional services and specialties with our provider partners, but in...
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Relationship
We learn a lot of things about the product on our own, and we often can answer questions. If we...
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Relationship
Amwell has dedicated people to our account, and that is great. We meet with them frequently. We are...
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Product
We have the ability, especially with our Amwell carts, to pull in third parties to the calls. We...
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Product
Our patient experience scores for the Amwell product are not good. But that is more so about the...
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Product
The product’s integration with our EMR was as expected. We didn't encounter any significant hurdles....
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Relationship
We had to have a couple of calls with the vendor because the support wasn't what we needed it to be....
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Product, Value
Amwell's software is 95% of what we use in terms of telehealth platforms. One outcome of the product...
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Value
Our providers still prefer in-person care. And Amwell is expensive. That is probably their biggest drawback....
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Product
We have had some problems with some of the product’s peripherals not working, such as the stethoscope....
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Loyalty
We have been encouraged to move to Amwell’s new version of their Converge software. We don't have...
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Product
We use Amwell’s carts to connect our specialists to patients at a location in which the specialist...
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Loyalty
In terms of whether the product is in our long-term plans, the answer is yes, but it is a soft yes....
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Product, Value
Several of our patient and provider users of the system have reported that the solution requires a...
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Relationship
There aren't great escalation pathways to get to people at Amwell who can provide more guidance....
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Relationship, Product
I would like the vendor to prioritize the development of the system for hospitals that are using...
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Product, Value
We have seen lower no-show rates for virtual visits than we have for in-person visits. Patients...
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Value
The solution has definitely reduced our transfers and created a better patient experience.
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Relationship
Amwell does okay. The vendor is perfectly fine to work with. Amwell is responsive and well organized....
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Loyalty
The product is decent. For my purposes, Amwell's product has been eclipsed by what another vendor is...
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Value
With Amwell's product, there is very high patient satisfaction, good patient adoption of the...
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Relationship, Product
I have no problem with the company. I would recommend Amwell and their services to anyone except...
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Product
If all else fails with another vendor's product, sometimes we will use a backup method through the...
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Product
I have gotten pretty good feedback on Amwell's system. We have interpreter software integrated with...
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Loyalty, Product
We were really pleased and impressed with how Amwell adjusted on the fly during the pandemic. The...
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Loyalty, Product
Things are evolving, but we are stalled with telehealth in general at our organization. That may not...
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Relationship
We have stalled a little with the operational support we get from Amwell. The vendor's model has...
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Product
For ambulatory visits, many providers still strongly prefer the telehealth platform we have for...
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Relationship
We have a good relationship with the vendor with regard to pricing, but when we added our EMR...
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Relationship
We had a lot of hardware trouble initially with Amwell. Certain types of carts were physically...
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Relationship, Product
We had an issue where some certain carts depreciated in value because Amwell declared that the...
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Value
Amwell will charge extra for things, but they will also negotiate in good faith if there is pushback...
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Relationship, Product
When we get an error alert about a software outage in a certain department, the only thing the alert...
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Relationship
I have a good relationship with our account executive because I can tell them anything about a...
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Loyalty
Amwell stepped away from Vidyo as a partner, and that move limited us in certain ways. It would be...
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Product, Value
The impact of the system on the patient experience is high. Patients that are able to connect really...
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Product, Value
The impact of the product on clinician efficiency is moderately positive. The product is allowing...
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Relationship
Amwell has accomplished everything they have committed to. Sometimes, Amwell can’t give us...
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Operations
Amwell’s implementation chain was excellent and really helped guide our internal team. Amwell was...
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Product
The number of devices that patients can use is limited, and the devices have to be newer devices in...
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Loyalty
Amwell is improving the product by adding lower bandwidth requirements, and that improvement is...
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Loyalty
At the time of our assessment, Amwell offered more of the things on our needs list than other...
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Product
Amwell Platform's software development for customization has been less than ideal, and the solution...
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Product
We are in a weird stage of waiting for a new platform for years and being on an old platform. That...
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Culture, Value
The annual cost for the platform is very prohibitive, so we are looking at whether the solution is...
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Product
The providers that used the Amwell platform during the pandemic don't use it now because it wasn't...
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Product
The Amwell platform does very well on the urgent care side. I have always been pleased with that. We...
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Relationship
We have had some downtime, but the vendor is very responsive to any issues we ever have. I have...
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Loyalty, Product
Amwell Platform isn't our main platform. We use another vendor's system too. One roadblock that we...
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Relationship, Product
One thing that has really helped us has been Amwell's wrap-around service. The vendor also has a...
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Product
The system's ease of integration with our EHR has been huge. I know that the vendor is working on...
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Operations
Amwell didn't provide us with any training, but their system is super easy to use.
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Relationship
When we need customer support, Amwell's tech people will push that off onto our support people. The...
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Product, Value
The solution basically allows providers to treat multiple patients across multiple areas without...
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Value
We have received more one-time charges and annoying little fees from Amwell than we have from other...
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Operations
Our issues with the system's training and implementation were more on our side than on the vendor's...
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Relationship
Amwell could improve by providing more active support because their products are usually used in...
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Product
It is pretty easy for us to add other family members or providers to calls in the system. We haven't...
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Operations, Product
Before I came to this organization, I was already pretty familiar with the solution from a previous...
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Product
I would like to see more user-friendly indicators on the system's carts about why things might be...
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Loyalty, Relationship, Product
In terms of technology, the vendor still has some things to work on in the digital health and...
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Relationship
The vendor keeps the majority of their promises, but there have been a few things that they have...
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Product
Regarding the ease of use, our end users need some education, but I would still recommend the...
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Product
Amwell Platform hasn’t integrated well. We switched EMRs, and there are still some integration...
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Relationship
There is a way of thinking at our organization that we are a small fish in Amwell's big pond, and a...
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Relationship
There has been a lot of turnover in our account team from the vendor. I think the new leader may...
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Loyalty, Product
Once the patient can get through all of the hiccups of connecting with a doctor, the Amwell...
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Product
I believe the Amwell platform has an inbox where the vendor communicates certain things like how...
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Relationship, Product
We have issues with tracking down the status of tickets all the time. The tickets just go into a...
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Operations
We have challenges with getting in touch with resources post-implementation during the warranty...
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Loyalty
Amwell Platform has had a positive impact on the patient experience. At first, there was nothing...
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Product, Value
Amwell Platform does a moderately good job of allowing staff support for clinicians, taking the...
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Loyalty, Product
An improvement to Amwell Platform would be more horizontal features. Right now, all the features and...
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Relationship
Overall, Amwell does keep their promises and is very transparent. My hesitation lies in the fact...
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Value
Amwell used to avoid charging, but since they went public, they had to buckle down on some things....
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Loyalty, Product
Because Amwell offers a virtual solution, there are a few gaps in terms of how to support hybrid...
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Operations
Amwell has a lot of outdated training resources. Part of that is because a lot of the vendor’s...
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Relationship
Amwell is a great partner. I wish they were a little more proactive. I don’t know whether the vendor...
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Loyalty, Relationship
Amwell tries to keep their promises, and they usually do, but they could do better at delivering...
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Relationship
Amwell can be very proactive, but then there are days when I have to chase them and say the system...
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Relationship
Support is my biggest sore spot with Amwell. Some of my support tickets take a long time to resolve....
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Relationship
My contact is great and has gotten much better about escalating things. We have really gelled over...
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Product
Excluding some downtime, the experience is seamless for end users. We have some patients who got...
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Product
I would give Amwell a high score for integration. One of our key tenets for virtual care is that we...
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Relationship, Operations
We had a lot of engagement from several Amwell executives during the go-live. The executives sat...
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Product, Value
There has been a positive impact on the patient experience. With our previous product, we manually...
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Operations
The training was lackluster, and we had to create a lot of our own training to successfully roll out...
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Loyalty, Product
Amwell's system meets our needs. We have been able to grow around the platform. We use all of its...
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Relationship
Amwell's support is so legendarily bad that the vendor has had to bring in technical account...
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Relationship
Our technical account manager is proactive. If they see a trend, then they will proactively work on...
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Product
Amwell is missing some key features. One thing that we really need in the system is some way to...
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Product, Value
Our patients enjoy the system, and some of our providers use it. The platform is very simple. Now...
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Relationship
The vendor listens to us when we tell them about our struggles with the platform and our ideas about...
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Product
Amwell does a lot of things well, but there are things that I know Amwell could do to make things...
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Loyalty, Relationship, Product
We can report on the number of visits and number of registrations we have, but we are working on...
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Relationship
When asked whether the vendor keeps their promises, I would reply with a no in all caps and with an...
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Relationship
When we have a problem with the system, we have a person who has a person who has a person who can...
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Loyalty, Relationship
Our organization isn't cutting edge. We want to push the needle and not fall behind, but we don't...
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Product, Value
With Amwell's solution, if someone is on a call, they can send a link to a parent, a grandparent, or...
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Relationship
We have a very good relationship with Amwell. They are very approachable. They actually take...
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Value
Amwell is very good about not charging us for every little thing. With other companies, I get...
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Loyalty
Based on our current trajectory, Amwell isn't part of our long-term plans. I wouldn't even recommend...
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Product
We have integrated Amwell's system with some other systems, and that has gone okay. However, I don't...
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Relationship
Amwell decided to restructure their entire platform from the ground up. That was a bold move. The...
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Relationship
I have confidence in Amwell’s vision, but I might call their execution into question. We have seen...
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Relationship, Product
We have a couple of issues where there is some finger-pointing between Amwell and our EMR vendor,...
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Loyalty
The most compelling reason we selected Amwell Platform was that it integrated with our EMR. Being...
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Loyalty, Operations
Soon after we went live with Amwell Platform, there was a system-wide outage for days, and that was...
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Value
I don't think that Amwell nickel-and-dimes us. The solution is still expensive though. Things are...
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Operations
Amwell was supposed to implement a certain upgrade, and we sent out email reminders to others to let...
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Operations
I am not aware of any training that the vendor does. They give us a PDF for new upgrades, but that...
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Culture, Value
We have spent a significant amount of time trying to integrate a certain piece of the platform, and...
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Product
Amwell Platform really includes two different platforms even though they are both under the Amwell...
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Product
I always tell folks that there is not a perfect solution out there, but I do believe in this...
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Relationship
For the most part, Amwell keeps all of their promises. But when we get into some of the feature...
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Value
There are charges for workflows in Amwell Platform, coscripts, and updates. We just seem to be...
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Culture
Support is a little bit of a thorn on my side. Amwell needs to adhere to the SLAs that we have in...
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Product
The core product is solid. Our providers really like the product. I think providers find that Amwell...
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Product
Amwell is very slow to adopt some new little add-ons. For example, with another vendor’s product, we...
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Value
We have Amwell's system integrated within our EMR. We also have a standalone platform that stands by...
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Relationship
Amwell’s support team is slow to react and resolve problems. Tickets stay open a long time, and we...
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Value
Amwell needs to understand their customers and pay attention; helping us help our customers is key....
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Operations
Amwell’s training is not ongoing; we pretty much train ourselves. They will give us training only if...
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Loyalty, Relationship
The team has difficulties when integrating the product with our EMR. We are a specialty system; we...
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Loyalty, Value
We aren’t using the Amwell platform for hospital-to-hospital use; we have not found the tool to be...
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Product, Value
The clinicians' efficiency is highly positive now because we have integrated the Amwell platform...
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Relationship
Amwell tends to overpromise and underdeliver. There are a lot of promises, and then we run into...
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Product
Like most platforms, Amwell Platform is okay at handling multiparty scenarios, but it is still a...
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Product
Amwell could improve the interpreter functionality. Family members and others must send out the...
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Product
If the technology is working well and is seamless, patient satisfaction is very high. However, the...
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Loyalty, Value
I would not buy Amwell Platform again, mainly due to the cost. I still really like Amwell Platform...
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Product
I love Amwell Platform; it is a great platform. And the vendor is great with their carts and all...
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Relationship
Amwell has been really responsive and helpful while we have been working through any troubleshooting...
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Relationship, Product
Amwell has been a really good partner, and they have bent over backward for us. We use the product...
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Product
We would like to see Amwell develop clinic visits and on-demand telehealth a bit better so those...
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Relationship
Our organization has found that Amwell’s phone and web support people don’t have enough experience,...
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Loyalty
Our goal was to have a platform that was deeply integrated. We looked at a couple of options...
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Operations
One of the main things we struggled with during our implementation with Amwell was recommendations...
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Relationship, Product
The feedback that we have received from our patients is that they are confused about whether to...
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Loyalty, Product
We are working on a transition between platforms, and there are things within Amwell's system that...
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Relationship, Product
Amwell’s release management process is really clunky, so we don't always get advanced notice about...
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Relationship
Amwell is responsive, but we often find it difficult to troubleshoot an actual issue. I don't know...
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Relationship
I sometimes have to send multiple emails asking for updates or requests. That is a little...
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Loyalty
Amwell is forward thinking; they have certain funding to keep them in the market for a long time....
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Operations, Product
From a training perspective, Amwell's system is easy to use, and Amwell has nice marketing materials...
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Relationship
Amwell’s biggest opportunity for growth is with their support team. Amwell is working hard with...
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Culture, Value
The vendor gave us some really good contract options. The product is cheap.
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Culture
Amwell didn't deliver all of the things that their sales team promised us. Providers were asking for...
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Operations
We have a lot of user errors. A lot of machines are getting lost because people aren’t plugging them...
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Product
This particular platform is almost a legacy system because the vendor has moved on and is not doing...
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Product
Not a lot has been done with the platform. The system has kind of been the vendor’s stepchild for...
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