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Amwell Platform
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Subject Expert
Schafer Jackson
Research & Sales Director
Commentary Summary
User Commentary
Director
We have a very strong relationship with Amwell. We have frequent touchpoints with our sales account...
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Director
We are moving forward with full integration with our EMR, and we are using Amwell Platform in...
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Director
The process to onboard one provider in Amwell Platform takes 15 minutes. That is not a long time,...
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Director
Amwell had a couple of technical glitches when their volumes went up a lot in a week, and those...
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Director
Amwell’s product road map has changed a lot in the last couple of years because of the pandemic, so...
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Director
Early next year, Amwell’s new platform called Converge is being released. Prior to the pandemic,...
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Director
When someone goes to the doctor, the MA goes through their medications and allergies and might have...
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Director
Amwell had a service that they were ready to launch before COVID-19 that was very exciting, but they...
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Director
Amwell has a process where there is a waiting room that the patient comes into, but there is no...
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Director
Amwell nickel-and-dimes for each piece. Every facility has a different surcharge, and a provider in...
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Director
Amwell's support is a hot mess. The people are reactionary. When I open a ticket, it takes them days...
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Director
Amwell is mediocre. They have struggled with scaling. The world is moving fast for folks, and the...
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Director
Amwell is okay in terms of doing multiparty consultations, but they are still a little clunky. Some...
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Director
In the future, I anticipate that we will replace Amwell's system. It has allowed us to have a...
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Director
The big downside of Amwell Platform is that it is expensive. When we want to add on other things,...
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Director
If someone wants to get into virtual care and does not want to have a large contingent of providers...
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Director
There are still some issues with the product. Recently, I got negative feedback from someone who...
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Director
There are some challenges with the product from an administrative perspective, such as the speed...
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Director
Anytime we have an implementation, I think that there is more to be done. But one thing that I felt...
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Director
We were able to perform well when it came to telehealth. Obviously, Amwell was part of that. During...
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Director
The strength of the vendor is that they are anticipating where the market is going and then going...
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Director
Amwell Platform doesn’t cross over with our EMR, so when I am meeting with a patient, I have to put...
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Director
Our kiosk sometimes doesn't work as well as it could. There have been a few times when the sound...
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Director
Amwell Platform is easy to use, friendly, and intuitive. It is not perfect yet, but it is pretty...
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Director
We have really boosted our telehealth program; it has really done well during the pandemic. The...
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Director
Most patients can get on the system very easily. It is intuitive. Physicians can do their notes...
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Manager
Most people love Amwell Platform. Busy parents with busy kids don't want to sit in a doctor's...
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Manager
For Amwell Platform, the patients put in all their information, and the medication information stays...
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Manager
Some of the doctors were not used to technology, but once they really got into the system, they were...
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Manager
When we had those high spikes with COVID-19, the wait time for some people was about 10 hours. From...
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Manager
We are going to move away from Amwell, and that decision was truly just a matter of money. We had a...
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Manager
With the price, everything was fully disclosed. If Amwell set up a practice for us, they would...
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Manager
Sometimes Amwell took a while to answer back. But when they did, they always had a great answer and...
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Physician
Amwell charges us for every little thing. They are always trying to get us to buy something new.
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Physician
When we were looking for a new vendor, Amwell was the market leader best able to integrate with our...
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Physician
The product is integrated into our workflow. When someone is scheduled for a video visit, I can...
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Physician
Since engaging with Amwell Platform, we have been able to do more telehealth visits. Those visits...
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Physician
Amwell could do a better job of supporting Android devices. They could compress the solution's video...
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Manager
I like where Amwell is headed. They are merging all of their services into one platform. Right now,...
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Manager
My go-to person at Amwell is very attentive, timely, helpful, and detailed. They are very open when...
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Manager
Amwell's timeline for integrating peripherals needs to be sped up. I also wish that the vendor would...
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Manager
Amwell has poor reporting and poor virtual health management tools. I wish that the vendor would...
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Manager
Amwell is an app-based solution. The feedback that we get from users is that they would prefer for...
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Manager
Amwell's hardware pricing is really, really high. I am not always sure what we are paying for. I...
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CMO
We are looking forward to the capabilities and functionalities with Converge, particularly with...
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CMO
I would like to stay with Amwell, but the issue is more of what it is going to cost from a...
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Director
I would buy Amwell Platform again. This year, we took a step back and asked whether we wanted to...
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Director
Amwell keeps their promises. They have really grown the product with us over the years, and that...
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Director
Anytime I express any concern about Amwell not being where we are going, I know that I will have...
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Director
The system probably supports my integration goals. It could be better, but that is the lowest item...
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Director
We once asked for something because we are trying to get the most cost-effective thing out there....
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Director
Amwell’s customer service is probably the best in the industry. We have been working with the same...
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VP/Other Executive
We are moving away from Amwell Platform because we want to consolidate the number of different...
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VP/Other Executive
Amwell Platform is simple to use. However, we have had a lot of challenges with the system's...
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VP/Other Executive
Our physicians are happy that they can work remotely. The product has helped us to see more patients...
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Manager
We are currently using Amwell Platform primarily for inpatient use cases. Our plan was originally to...
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Manager
Only one of the use cases in Amwell Platform is patient facing, and that connection method involves...
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Manager
Amwell has a portal that we can launch patient visits out of, and that requires a slightly different...
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Manager
Our administrative staff is using Amwell Platform more in terms of pulling reporting and data from...
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VP/Other Executive
Amwell doesn’t always keep their promises in terms of the timing of delivery. They can promote all...
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VP/Other Executive
Amwell offered some really unique things through COVID-19. They went above and beyond.
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VP/Other Executive
I would like to see Amwell Platform have more seamless integration with our EMR. If the integration...
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VP/Other Executive
Amwell needs to understand how the product affects workflow. If the workflow is clunky or...
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VP/Other Executive
We didn't pay for Amwell’s high-level service package, so our support is low. We didn't buy the...
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VP/Other Executive
Our providers use the full Amwell Platform, but they do not document in it. We are trying to make...
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VP/Other Executive
Amwell charges for a lot of things, but that is all within the contract. There are not any surprises....
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VP/Other Executive
We have been so impressed with the Amwell partnership. They listen and respond. We had issues during...
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VP/Other Executive
Amwell has a full reporting team, so if we have issues, we just ask that team. The vendor puts...
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VP/Other Executive
Amwell Platform works, but the problem is that on the patient side, it may not work because the...
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VP/Other Executive
Amwell has improved their product. In the past several years, it has gotten easier to use. It meets...
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VP/Other Executive
Amwell is watching what is going on in the competition, and they are really watching the market. I...
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Director
During the pandemic, when everybody went online, Amwell took some opportunities that didn't work out...
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Director
Amwell's support hasn't worked very well in the past. They weren't able to keep up with all of the...
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Director
Earlier, it seemed like we were always waiting for the vendor to push something, upgrade something,...
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Director
Some of our patients had a hard time with Amwell Platform. They weren't sure how to get in and out...
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Director
Some of our clinicians felt very comfortable with the system. However, if they didn't use it a lot,...
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Director
The appearance of the product's reporting still needs work. It is hard for us to get the data that...
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Director
With the system, our patients could have a visit anywhere, like out in their car. Our providers...
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Director
When we first started with the vendor, they didn't have a lot of workflows, documentation policies,...
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Director
Amwell is good about keeping their promises, but they are slow. We tried to do peripherals with...
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Director
Amwell charges quite a bit. Now, they have changed their structure and will nickel-and-dime their...
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Director
We have had a lot of issues with integrating the solution. We needed something specific that we...
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Manager
Overall, we have a strong relationship with Amwell. We are doubling down and moving away from our...
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Manager
The vendor's video platform wasn't consumer friendly before the COVID-19 pandemic. We had to...
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Manager
The on-demand side of Amwell Platform seems to be pretty bulletproof. The installations of all of...
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Manager
We have to do a lot of training ourselves. Our physicians are the end users who experience the...
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Manager
The vendor's support was horrible during the pandemic. Things have stepped up since then. AV is a...
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VP/Other Executive
Amwell needs to have a development environment so that they can test things before pushing those...
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VP/Other Executive
Amwell Platform is too temperamental. It does things like going into sleep mode for no reason at...
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VP/Other Executive
I would like Amwell to connect their system to other billing systems more easily. We don't want to...
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VP/Other Executive
Generally, there is a lot of work on our side to make tangible outcomes happen in Amwell Platform.
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Manager
Amwell Platform's reporting is limited. That is a huge problem. We can only run reports for 31 days...
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Manager
Amwell has been very responsive. Some things take a while though. If we take the pandemic into...
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Manager
The vendor's executives will get involved when there is a fire, but that is really the only time...
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Manager
Amwell keeps the majority of their promises, but they take longer to keep some promises than others....
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VP/Other Executive
I am not sure whether we would buy Amwell Platform again. We have added value to the system through...
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VP/Other Executive
Amwell needs to have more support and respond faster when things aren't working. The support people...
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VP/Other Executive
The service isn't really proactive. Amwell doesn't give us a lot of notice when they are doing...
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Manager
Amwell has really worked with us. Their upgrades have caused issues in the past, and they have...
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Manager
The system is truly simple. The vendor has a provider and caregiver focus. When we first started...
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Manager
I would like it if Amwell could provide us with better information on our region's expected...
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Manager
When we were initially looking at Amwell's platform, we did some financial analysis and...
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Manager
We have renegotiated a contract with the vendor. We have even taken out some small nickel-and-diming...
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Manager
A while ago, we had some issues with the solution going down. We ran into some technical problems...
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Manager
We have requested some functionality from Amwell. We really wanted to use the platform for a...
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Manager
I would like to see some tweaks to the way that the platform is configured. I want to be able to...
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Manager
Amwell has partnered with us on strategy. They offer a variety of services, and they point us in the...
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Manager
We use another vendor for our EMR, and we have been focused on making the integration between Amwell...
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Director
Amwell will be part of our long-term plans if they can get it together, but they have some work to do....
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Director
Amwell Platform is probably the most versatile enterprise-grade platform that I know of. It can be...
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Director
One of the biggest issues with Amwell Platform is the reporting, it needs to be fixed. It is...
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Manager
If I were starting over, I would absolutely go to RFP again and see what else is out there. If...
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Manager
Amwell is definitely part of our midterm plans. They are on a short leash. We have been a long-time...
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Manager
Amwell is not good at delivering on projects. Before we had a close relationship with our EMR vendor...
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Manager
Amwell's home platform is atrocious to integrate with. The home platform is okay at what it is...
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Manager
The Amwell platform does what they say it will do. I have a hard time rating the ease of use because...
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Manager
Amwell launched a new virtual care platform called Converge. Only Amwell could manage to deliver a...
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Manager
Amwell's support is terrible. Fundamentally, Amwell is a conglomeration of companies. We were strong...
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Manager
In terms of network connectivity, Amwell proactively tells us when things are changing. However,...
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Manager
Amwell means well, but they can't drive outcomes for us. We struggle to receive our money's worth...
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Director
We moved to a new product with Amwell that allows us to use the one-click solution as well. We are...
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Director
Amwell is very good in terms of new products. Obviously, new products and modules mean extra revenue...
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Manager
Being early to the market was definitely an advantage for us. Amwell’s on-demand platform has...
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Manager
Amwell has a good account management program. We have frequent calls. They are very responsive. That...
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Manager
Amwell needs to improve the administrative back end. It is very clunky and is not efficient at all....
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Manager
I would rate receiving our money’s worth pretty high because I saw the cost of a wound care...
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Manager
Amwell Platform has done well. Our CMIO spent years trying to convince our organization that...
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CMO
We use Amwell Platform to get patients to the right level of care at the right time. Providers can...
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CMO
We have another telehealth program in addition to Amwell Platform. In a perfect world, we wouldn't...
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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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