Amwell Platform Commentary
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Schafer Jackson
Research Director
KLAS Research Director - Schafer Jackson
 
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User Commentary

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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
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Director

Product

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

Feb 2024
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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
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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
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Manager

Operations, Product

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

Dec 2023
||
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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
||
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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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CMIO

Loyalty, Product

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

Dec 2023
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CMIO

Loyalty, Product

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

Dec 2023
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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
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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
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CMIO

Relationship

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

Dec 2023
||
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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
||
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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
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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
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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
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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
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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
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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
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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
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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
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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
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Director

Value

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

Nov 2023
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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
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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
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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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Analyst/Coordinator

Relationship

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

Oct 2023
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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Manager

Operations

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

Sep 2023
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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
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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
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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
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Director

Value

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

Sep 2023
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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
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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
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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
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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
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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
||
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Director

Product

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

Aug 2023
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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
||
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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
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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
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(0)
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Director

Culture, Value

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

Aug 2023
||
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Director

Operations

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

Aug 2023
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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
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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
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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
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Director

Relationship

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

Aug 2023
||
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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
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(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
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(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
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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
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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
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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
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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
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(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
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Manager

Relationship

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

Jul 2023
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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
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(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
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(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
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(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)
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Director

Value

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

Jul 2023
||
(0)
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Director

Product

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

Jul 2023
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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
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(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
||
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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
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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
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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
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Manager

Operations

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

Jun 2023
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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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Manager

Relationship, Product

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

Jun 2023
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(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
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(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
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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
||
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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
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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
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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
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(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
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(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
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(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
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(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
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(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
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(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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Manager

Value

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

Jun 2023
||
(0)
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CMIO

Operations, Product

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

May 2023
||
(0)
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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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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
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(0)
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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
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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)
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Director

Value, Value

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

Apr 2023
||
(0)
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Director

Operations, Operations

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

Apr 2023
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(0)
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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
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(0)
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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)
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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)
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Director

Product, Product

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

Apr 2023
||
(0)
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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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CMIO

Product

The reporting out of Amwell’s system has been sketchy at best. It has not been good. Amwell uses...

Mar 2023
||
(0)
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CMIO

Product

Like all telehealth, Amwell Platform is technology dependent, and we sometimes don't have the best...

Mar 2023
||
(0)
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CMIO

Product

Most organizations have said a successful telehealth visit is when it fulfills the criteria set by...

Mar 2023
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CMIO

Culture

The product was oversold. Amwell Platform was described as a tightly integrated, well-known...

Mar 2023
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CMIO

Operations, Product

When Amwell showed us Amwell Converge, they made a lot of changes to the graphical user interface...

Mar 2023
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CMIO

Relationship

Amwell is trying really hard, but we are struggling to get Amwell Converge up. The vendor has been...

Mar 2023
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Director

Value

Given everything that the vendor is doing and that we are pushing them on, the value of Amwell...

Mar 2023
||
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Director

Relationship

We have some challenges with support. That is an area of ongoing improvement. Things are getting...

Mar 2023
||
(0)
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Director

Relationship

The vendor is still helping us on the current platform, even though there is a newer version. They...

Mar 2023
||
(0)
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Director

Operations, Product

There was certainly a learning curve on both sides with learning how to have a successful upgrade,...

Mar 2023
||
(0)
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Director

Product

There are things that could be better with the integration, but we have been working on integration...

Mar 2023
||
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Director

Relationship, Product

With regard to handling multiparty scenarios, Amwell Platform has had a few little hiccups, but the...

Mar 2023
||
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Director

Product

Amwell Platform needs better integration and visibility with Cerner's EMR. Patients can't edit their...

Mar 2023
||
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Director

Product

The legacy platform doesn't allow providers to quickly connect back. That makes it difficult to use...

Mar 2023
||
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Director

Loyalty

We have been waiting for Amwell’s Converge product to come out for a few years. Looking at the...

Mar 2023
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Director

Relationship

Amwell keeps 90% of their promises. However, the vendor has poor communication about what is going...

Mar 2023
||
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VP/Other Executive

Product

We have had some issues with some files and some connectivity. We also need more provider types in...

Mar 2023
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VP/Other Executive

Loyalty, Relationship

I would tell a peer that Amwell is listening to their customers and evolving their solutions to meet...

Mar 2023
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Director

Relationship

We tell Amwell when there is an issue, but they don’t generally tell us when there is an issue....

Mar 2023
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