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Amwell Platform Comments
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User Commentary
Manager
Amwell is our vendor of choice for telehealth across our organization. The system requires minimal...
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Manager
The telehealth carts frequently have connectivity issues. They lock up, especially if they are idle....
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Manager
There are some software issues. The system can be buggy where we get into a virtual room. Sometimes...
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Manager
The majority of the time, the support response is timely, but there are some delays. Amwell is...
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CMIO
Anyone who is considering Amwell Platform needs to vet it within their health system to ensure that...
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CMIO
Amwell did a really good job of marketing in the present space. It looked like the system was going...
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Director
We have improved Amwell Platform by leveraging their software development kits in our app. That has...
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Director
We use another vendor's solution alongside Amwell Platform, but we may just leverage Amwell Platform...
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Director
Amwell has gotten better at keeping promises and making sure that they aren't overpromising and...
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Director
We have made the solution better through our own work, but it still needs some functionality. There...
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Director
There is a new connection to our EHR that will solve a lot of integration issues for us. It will...
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Director
I want Amwell Platform to have even more integration options with our other tools. We don't...
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Director
Amwell has gotten a lot bigger, but I am still involved with them pretty frequently. During the...
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VP/Other Executive
We have had moments where the audio or video quality has been a little hit or miss. That might have...
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VP/Other Executive
We have been able to create new partnerships very nimbly with our on-demand experience. The rate at...
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VP/Other Executive
Amwell delivers on everything they say they are going to deliver on. They don't always hit the...
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VP/Other Executive
There is room for improvement for technical support and call support when needed, both for the...
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Manager
Amwell gave us training and offered us a lot of training materials. The vendor's teams have been...
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Manager
All of our billing and payments are done through Amwell Platform. The system doesn't have any...
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Director
Overall, our experience with the vendor has been pretty positive. We have had a remarkable journey...
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Director
The vendor's response to the COVID-19 pandemic lagged behind some of their competitors. That was a...
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Director
I don't know whether any vendor really keeps their promises. There are certain things that customers...
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Director
We don't have Amwell Platform integrated right now, but we have had conversations with Amwell about...
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Director
On top of using Amwell Platform, we also use some of the vendor's telehealth options. New...
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Director
I would like Amwell to be a bit more data driven. We report our own metrics, and we own those...
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Director
We have very engaged staff members, but we also have a fully managed service contract on each of our...
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Director
Once we establish a service line, it is just a matter of focusing on scaling up and gaining...
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Director
We are pretty satisfied with the vendor's technology. The vendor continue to improve it. As far as...
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Director
Our staff members who are using the system seem to be very satisfied with it. There are certain...
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Director
I would like to reduce the number of complaints that we get from clinicians. We have been wrestling...
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Director
Amwell has been a great partner. We were able to integrate their platform with our EMR, and Amwell...
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VP/Other Executive
We did telehealth things prior to the pandemic. We were using the platform to do virtual...
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VP/Other Executive
Amwell has been doing fine on the outpatient side with telehealth and our employees. The platform is...
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VP/Other Executive
One of the drawbacks of the platform is that it is not integrated with our EMR. Google invested $100...
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CMIO
It was initially difficult to implement Amwell Platform compared to what Amwell said process would...
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CMIO
Amwell charged for every little thing. Their legal and contracting division was horrifyingly...
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CMIO
Our relationship with Amwell was terrible. The problem was that we couldn't escalate the issues to...
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CMIO
The only good thing about Amwell Platform was its ease of use for the patients. The system was okay...
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CMIO
Amwell kept telling us that they were going to fix our problems with the software and integration,...
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CMIO
We had some significant problems with the vendor and the product earlier this year in regard to...
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CMIO
Like everyone else in the country, we quickly built out a telemedicine program. We already had one,...
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CMIO
This product and our EMR have a relationship, and we are actually upgrading our enterprise...
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CMIO
The upgrade from the vendor was received very positively, and it was relatively painless for us. The...
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CMIO
Part of the reason that I rated the training pretty high up there is that the upgrades the vendor...
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Manager
During the COVID-19 crisis, Amwell really scaled up their number of providers to be able to back up...
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Manager
Amwell isn’t part of our long-term plans past the next few years. I am undecided regarding whether I...
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Manager
Amwell has kept their promises; they deliver on everything they say they will. I wasn’t part of our...
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Manager
Amwell has a decent UI and UX. On the provider side, they have a good way of notifying providers...
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Manager
There is a tiered support system with Amwell, and from the first tier, it seems there is no way to...
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Manager
We have pretty easy access to Amwell’s executives. However, they don’t have a good standing check-in...
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Manager
It is not necessarily Amwell’s fault, but unfortunately, we are paying for a very capable machine...
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Manager
Our account executive with Amwell is very responsive and good at escalating issues. They provide...
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Manager
An organization should evaluate their business model before leveraging Amwell provider services...
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VP/Other Executive
Our early experience with American Well was positive, especially with respect to quality. The vendor...
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VP/Other Executive
Early on in the COVID-19 pandemic, we saw an explosion in use of the Amwell service. We were still...
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VP/Other Executive
American Well has a full-service platform. We can create freestanding clinical services. The vendor...
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VP/Other Executive
We really need Amwell providers to be credentialed by payers so that the virtual visits can be...
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VP/Other Executive
Amwell has inpatient tools that we are looking at using. We think that their tools would be well...
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VP/Other Executive
Amwell is still working on making sure their providers are credentialed by the payers. The issue...
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VP/Other Executive
Amwell grew faster than the support team did. They are still catching up. We mostly use them for...
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VP/Other Executive
Amwell is extraordinarily collaborative. They are really trying to collaborate and make their...
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VP/Other Executive
It is hard to get data from Amwell. There is a lot of architectural work when everything is done...
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Director
Amwell was a fantastic vendor. I have nothing but positive things to say about them. Our teams...
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Director
Amwell reached out to us several times regarding COVID-19. We had regularly scheduled meetings with...
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Manager
The quality of support is one of our biggest concerns with Amwell. We have been complaining...
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VP/Other Executive
At one point, we did an RFI to confirm we were in the right place, and through that, we confirmed...
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VP/Other Executive
Amwell has struggled greatly with integration. They promised it years ago, but we are years in, and...
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Manager
We tried to integrate another system with Amwell's solution and failed. We tried to do mobile...
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Manager
Our biggest challenges have been stability and the overall flexibility of some of Amwell's products....
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Manager
We may be unique because we didn’t try to utilize the vendor very much during the COVID-19 crisis....
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Manager
Amwell is getting to a place we have been asking them to get to for years. We never had very good...
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VP/Other Executive
Every vendor breaks promises. The biggest broken promise with Amwell has been the data. Amwell has...
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VP/Other Executive
I don't think that we get charged for every little thing. We have had to pay for a few extra things...
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VP/Other Executive
Amwell's implementation service isn't great. Oftentimes, Amwell has missed deadlines, and they have...
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VP/Other Executive
Amwell's support is getting better, but it isn't great. Sometimes we try to escalate things, but I...
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VP/Other Executive
Saying whether Amwell delivers new technology would be kind of unfair because we are on a legacy...
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VP/Other Executive
The current functionality meets our basic needs. The system doesn't work exactly the way Amwell said...
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Director
We are ending our contract because with our new EHR vendor, we can integrate with a native video...
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VP/Other Executive
Support from Amwell hasn’t been an issue through COVID-19. The waivers made life easy, and Amwell...
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VP/Other Executive
Amwell’s system is compliant, so there are additional steps that we have to go through. People are...
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VP/Other Executive
In terms of Amwell Platform working as promoted, that depends on whether people are integrated. The...
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VP/Other Executive
Amwell Platform was built with the highest quality expectation, so if our patients are in a remote...
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VP/Other Executive
Amwell came out with Amwell Now, which is the instantaneous version of the system. They came out...
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VP/Other Executive
The support from Amwell has been good with troubleshooting in the direct-to-consumer space. Amwell...
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VP/Other Executive
The Amwell executives have been very hands on, so that has been good.
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VP/Other Executive
If I could get ahold of my data more easily in the system, that would be nice. When I am looking for...
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VP/Other Executive
We foolishly bought Amwell Platform because it was shiny and exciting, but we had no clue how to use...
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VP/Other Executive
I would recommend Amwell Platform, but I would qualify my recommendation of the product with some...
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VP/Other Executive
My future satisfaction with Amwell depends on whether I can push my team to integrate and do more.
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Manager
We have had a lot of issues with platform stability. I know that Amwell has made some changes and...
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Manager
Amwell isn't really involved in any training. They try to make their platform pretty user friendly,...
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Manager
Amwell has a lot of resources and is very helpful in talking about anything. Amwell talks about what...
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Manager
We have been a customer for years, and a lot of things we asked for never really made it to...
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CMIO
We had Amwell's software for several years as an on-demand platform, and by our estimation, it was a...
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CMIO
Six months ago, Amwell was like a four-letter word in our organization. We were looking for ways to...
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Director
Amwell is pretty transparent about costs, and we have ramped them up tremendously without paying...
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Director
We finally got something integrated, but it took a couple of years. Amwell Platform is the most...
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Director
The person we usually deal with is very nice, but it doesn't seem like that person is empowered to...
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Manager
Amwell has done a poor job with interoperability. It isn't easy to use the platform for scheduled...
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Manager
Some of Amwell's recent enhancements have really improved my opinion of them. They have been...
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Manager
The support is laughable. The traditional Amwell Platform model is counterintuitive. That is the...
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Manager
Proactive service from Amwell is nonexistent. Their service is entirely reactive. Their proactive...
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Manager
The Amwell executives say all the right things to the right people. I think that the executives want...
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Manager
We opened a virtual COVID-19 screening hub for people who were concerned about calling in, and the...
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Manager
Whether I would recommend Amwell to a peer is a long conversation. I would tell people the truth...
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Manager
Amwell has been very good about offering support during COVID-19. I am being very deliberate with my...
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Manager
Amwell doesn't keep all promises, but I would like to be shown a vendor that does. Amwell has missed...
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Manager
Amwell charges us for some things, but they don't nickel-and-dime us for everything. I would say...
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Manager
Amwell has some very squirrely policies around their implementations. For instance, they only do a...
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Manager
Amwell Platform doesn't function as well as advertised. It functions in a very plain way. The...
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Manager
The efficiencies of the documentation workflow in our EMR are a lot cleaner than they are on the...
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Manager
The vendor is doing very well. We meet with individuals from Amwell often. The vendor avoids...
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Manager
We occasionally run into issues that are concerning, and we may deem them patient safety issues. The...
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Manager
Amwell purchased Avizia, but the two structures don’t work the same. The cultures are very...
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CTO
We had a long history with Amwell at the time COVID-19 hit. We initially wanted them to help us with...
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CTO
When we selected Amwell, one of the criteria for selecting them was that they were going to have a...
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CTO
Amwell is a mature vendor in the telehealth space. We are doing a review of all the major...
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Director
We were originally contracted with Avizia, and then when Amwell purchased Avizia, we got sucked in...
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Director
Knowing everything that I know today, I don't think I would buy Amwell Platform again. I have no...
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Director
The vendor has been very good about not charging for everything. As a whole, our relationship with...
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Manager
Amwell has been responsive, but the tool is simple and isn't designed for what we are using it for....
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Manager
I have heard about more issues with Amwell Connect than I have with any other systems. Amwell is...
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Manager
The fantastic part of Amwell Platform is the simplicity. The system just sends a link, and we can...
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Manager
The original plan was to use Amwell's solution as a white-label platform that we could stand up...
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Manager
Amwell’s platform had been really stable up until the COVID-19 crisis; it hit a little snag there....
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Manager
The customer support Amwell provides for the client is a problem, their current structure is not...
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Manager
Amwell promises or sells us on the fact that integration will work a certain way, and then when we...
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Manager
In terms of nickel-and-diming, we were going to do one of our integration projects, and looking from...
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Manager
The vendor’s product does what it is supposed to do, and it is easy to use. It literally takes two...
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Manager
Lately, we have had a little more executive involvement, but that is not normal; that is just...
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Director
We aren't leveraging the online care group. We use the platform as a means to connect patients with...
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Director
There are a lot of prerequisites. Patients have to have an account and the app. We can't just shoot...
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Analyst/Coordinator
Based on what Amwell is strategically planning for the next year, it looks like they are trying to...
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Analyst/Coordinator
We use Amwell's software for our kiosks and other things. As far as I know, the system isn't going...
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VP/Other Executive
Our current use of the system is very niche. The platform does not support large groups, like...
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VP/Other Executive
There are some complexities with the ease of use. Amwell has done some important things to protect...
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Analyst/Coordinator
With the infrastructure we had in place, Amwell Platform wasn't running at full performance. When...
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Analyst/Coordinator
We have a pretty good relationship with Amwell. I haven't heard about any issues with the training....
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Analyst/Coordinator
According to the numbers Amwell has shown us, our patient satisfaction rate has been high. It is...
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Analyst/Coordinator
I actually use the system and have had a good experience with it. There have been a few complaints...
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Analyst/Coordinator
American Well seems to have integration, but we have yet to experience that integration. We don't...
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CIO
I use American Well's solution at another organization for third-party eVisits. Somehow, we wound up...
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VP/Other Executive
We had challenges with Amwell being able to respond to our capacity needs at the beginning of the...
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Director
Unfortunately, there is no one telehealth solution for everything. For 24/7 minor or convenient care...
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Director
Amwell kept everybody in the loop with what was occurring during the pandemic and what changes they...
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Director
Amwell didn’t really train us, but they provided some materials to help my staff train the other...
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Director
I was very pleased that Amwell held webinars to help providers through the telehealth changes.
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VP/Other Executive
Amwell has been responsive to our needs and has been a good partner. We appreciate that Amwell...
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CMIO
We had a relationship with a Medicare Advantage program that paid for us to have an on-demand...
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CMIO
The on-demand telehealth platform wasn’t very successful because patients didn’t really know about it....
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CMIO
Amwell Platform is going to continue to be only for our employees. We are going to consolidate our...
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Director
Amwell charges for everything but is showing some flexibility with new options. Time will tell how...
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Director
Amwell's product is integrated with our EMR. Everything is done in the EMR, and the Amwell product...
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Manager
Amwell Platform is too rigid. The vendor needs to build more customer preferences into the platform,...
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Manager
Amwell Platform is pretty expensive. Whether the product is part of our long-term plans remains to...
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Manager
The quality of Amwell's support is actually not too bad. We can use the product to drive tangible...
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CMO
Amwell Platform is good, and the vendor is trying, but there have been some bumps since the...
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CMO
We have been asking for a number of features for a long time. Amwell is working to implement those,...
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CMO
I would like to have Amwell Platform meet the needs of the current environment. The vendor is...
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CMO
Amwell has been very supportive and responsive during the COVID-19 crisis.
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CMO
We are evaluating whether the system is the best platform for us and is part of our long-term plans....
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CMO
Amwell keeps the majority of the promises they make, but we have been waiting for certain feature...
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CMO
Amwell's charges have been pretty consistent. They are fair in that regard. The vendor gives us a...
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CMO
Amwell gives us good support when we push for it. We have a regular meeting with them to go over...
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CMO
One of the representatives knows the product and our needs very well. I call that person all the...
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CMO
We are a very large health system, and like Amwell, we have had a lot of mergers. We understand...
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CMO
When we first started using the tools, we had very limited use cases. Someone told us that we were...
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CMO
Amwell's upgrades are mostly fixes, not enhancements. There is really no ongoing training or...
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Analyst/Coordinator
We are looking into developing a new cart that we can integrate with our EMR so that we can use the...
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Analyst/Coordinator
We purchased the carts only with peripherals, so we do have to pay for service agreements for both...
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Analyst/Coordinator
American Well doesn’t really provide training. They provide the user guides that are given with the...
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Analyst/Coordinator
In terms of delivering new technology that meets our needs, I would rate Amwell Platform low, and...
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Analyst/Coordinator
For cases where we need all the peripherals, the carts are great. When we need the peripherals to do...
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Manager
We have a way of doing virtual visits in the product. We can create visits that last from 15 minutes...
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Manager
The product is good because it really gives us a foothold in the telehealth space and in developing...
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Manager
Sometimes we are asked by providers why we can’t just use FaceTime or Zoom. I think our main answer...
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Manager
Something goes wrong with 10%–15% of our virtual visits. We have a staff help desk to help people...
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Manager
The product is part of our long-term plans right now. We don’t feel like we have the in-house...
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Manager
I think the vendor has been good about not charging for every little thing, but there are additional...
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Manager
There are some issues with the ease of use of the system. But I expect that a year from now, we will...
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Physician
We went live with Amwell Platform recently. We had the system for a while, but we never turned it...
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Physician
I have really liked the telephone and televideo capabilities with Amwell Platform. We have smart...
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Director
With the American Well product, it was incredibly hard to get people signed up and to keep people's...
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Director
The vendor wasn't prepared for the magnitude of requests that were put on their system. The platform...
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Director
Amwell just didn't bring anything new in terms of technology. They tried with the implementation,...
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Director
In terms of executive involvement, we never got that high. We just had the 800 number, which...
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VP/Other Executive
Our struggles are not all Amwell’s fault because we took a square peg and jammed it into a round...
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VP/Other Executive
Things are up in the air in terms of Amwell being part of our long-term plans. The product doesn’t...
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VP/Other Executive
Amwell has lovely people. I have a wonderful account manager. Nickel-and-diming has not been an...
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VP/Other Executive
The administrative user manual, which tells people how to do things in the system, has not been...
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VP/Other Executive
Amwell has struggled with figuring out why things have and haven't worked when they have done...
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VP/Other Executive
We have been told that the product works certain ways and that we can do certain things. When we go...
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VP/Other Executive
We have gaps in the integration because of the way we use the model. It doesn’t work well to...
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VP/Other Executive
We have taken some product enhancements that have actually hurt us and that we didn’t want to take....
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VP/Other Executive
For certain use cases, I would absolutely recommend Amwell. For others, I wouldn’t. The platform is...
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VP/Other Executive
We have struggled with the vendor's support because they were giving patients wrong answers all the...
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VP/Other Executive
Amwell strives to keep all their promises, but there are obviously some promises that they can't...
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VP/Other Executive
The executives are very responsive, collaborative, and easy to work with. They have an aligned...
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VP/Other Executive
I think Amwell is going to struggle dealing with COVID-19 and coming out of COVID-19.
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CMIO
We have spent a lot of effort on telehealth. We were primarily aligned with Amwell, and that turned...
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CMIO
Interoperability with our enterprise system was a challenge. Amwell had two main platforms. There...
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CMIO
The vendor seems to be dying. It has been a real challenge for them to deliver new technology. There...
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CMIO
We didn't wind up spending much money with the vendor. We got some value from their products.
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Manager
There are scenarios in which things don't work out perfectly. But Amwell absolutely tries to keep...
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Manager
Amwell avoids charging for every little thing. I have actually been impressed; we built a good...
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Manager
Amwell has been really good about supporting our integration goals. That is one reason why we have...
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Manager
I would have given the system a high rating for ease of use before COVID-19. Some of the integration...
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Manager
Amwell is not perfect, but they certainly have supported us during the COVID-19 crisis. Compared to...
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Manager
I have been very impressed with the executive involvement. In the last month, I have had a couple of...
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Manager
I predict that we will continue to be satisfied with the system. Amwell is going to commit to...
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