Amwell Platform
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Schafer Jackson
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User Commentary

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ROI / Cost (care and feeding)

Siemens nickel-and-dimes us constantly. We pay $300,000 a year for support, but with every question...

Nov 2022
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VP/Other Executive

Relationship

The account executive that we currently have is much better than the previous account executive that...

Nov 2022
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VP/Other Executive

Win/Loss - Why they were selected (by current clients)

We chose to go in the direction of Amwell's product because it integrated so well with our EMR.

Nov 2022
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VP/Other Executive

Future Outlook

As they get more experience, Amwell will have better implementations. If I compare and contrast our...

Nov 2022
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VP/Other Executive

Other Observations & Comments

Amwell is faced with the challenge of keeping up with the growth, technology changes, and...

Nov 2022
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VP/Other Executive

ROI / Cost (care and feeding)

I am satisfied with what Amwell has and the workflows that they can deliver across the platforms. We...

Nov 2022
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Manager

Functionality and Upgrades

We already had experience in virtual care as a payer and with our provider partners, so when the...

Nov 2022
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Manager

Implementation and Training

Amwell provides documentation not only for the platform but also for their reporting tool. If we...

Nov 2022
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Manager

Other Observations & Comments

Amwell Platform does have the capabilities to support our integration goals, but we haven't used all...

Nov 2022
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Manager

Functionality and Upgrades

We want to be able to add additional services and specialties with our provider partners, but in...

Nov 2022
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Manager

Service and Support

We learn a lot of things about the product on our own, and we often can answer questions. If we...

Nov 2022
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Manager

Relationship

Amwell has dedicated people to our account, and that is great. We meet with them frequently. We are...

Nov 2022
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VP/Other Executive

Functionality and Upgrades

We have the ability, especially with our Amwell carts, to pull in third parties to the calls. We...

Nov 2022
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VP/Other Executive

Other Observations & Comments

Our patient experience scores for the Amwell product are not good. But that is more so about the...

Nov 2022
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VP/Other Executive

Interfacing and Integration

The product’s integration with our EMR was as expected. We didn't encounter any significant hurdles....

Nov 2022
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VP/Other Executive

Relationship

We had to have a couple of calls with the vendor because the support wasn't what we needed it to be....

Nov 2022
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VP/Other Executive

ROI / Cost (care and feeding)

Amwell's software is 95% of what we use in terms of telehealth platforms. One outcome of the product...

Nov 2022
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VP/Other Executive

ROI / Cost (care and feeding)

Our providers still prefer in-person care. And Amwell is expensive. That is probably their biggest drawback....

Nov 2022
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VP/Other Executive

Functionality and Upgrades

We have had some problems with some of the product’s peripherals not working, such as the stethoscope....

Nov 2022
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VP/Other Executive

Technology

We have been encouraged to move to Amwell’s new version of their Converge software. We don't have...

Nov 2022
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VP/Other Executive

Functionality and Upgrades

We use Amwell’s carts to connect our specialists to patients at a location in which the specialist...

Nov 2022
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VP/Other Executive

Other Observations & Comments

In terms of whether the product is in our long-term plans, the answer is yes, but it is a soft yes....

Nov 2022
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Director

Functionality and Upgrades

Several of our patient and provider users of the system have reported that the solution requires a...

Nov 2022
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Director

Service and Support

There aren't great escalation pathways to get to people at Amwell who can provide more guidance....

Nov 2022
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Director

Other Observations & Comments

I would like the vendor to prioritize the development of the system for hospitals that are using...

Nov 2022
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Director

Other Observations & Comments

We have seen lower no-show rates for virtual visits than we have for in-person visits. Patients...

Nov 2022
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Director

ROI / Cost (care and feeding)

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

Nov 2022
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VP/Other Executive

Relationship

Amwell does okay. The vendor is perfectly fine to work with. Amwell is responsive and well organized....

Nov 2022
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VP/Other Executive

Future Outlook

The product is decent. For my purposes, Amwell's product has been eclipsed by what another vendor is...

Nov 2022
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VP/Other Executive

ROI / Cost (care and feeding)

With Amwell's product, there is very high patient satisfaction, good patient adoption of the...

Nov 2022
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VP/Other Executive

Lessons Learned

I have no problem with the company. I would recommend Amwell and their services to anyone except...

Nov 2022
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VP/Other Executive

Other Observations & Comments

If all else fails with another vendor's product, sometimes we will use a backup method through the...

Nov 2022
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Manager

Interfacing and Integration

I have gotten pretty good feedback on Amwell's system. We have interpreter software integrated with...

Oct 2022
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Manager

Technology

We were really pleased and impressed with how Amwell adjusted on the fly during the pandemic. The...

Oct 2022
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Manager

Other Observations & Comments

Things are evolving, but we are stalled with telehealth in general at our organization. That may not...

Oct 2022
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Manager

Service and Support

We have stalled a little with the operational support we get from Amwell. The vendor's model has...

Oct 2022
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Manager

Functionality and Upgrades

For ambulatory visits, many providers still strongly prefer the telehealth platform we have for...

Oct 2022
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Manager

Other Observations & Comments

We have a good relationship with the vendor with regard to pricing, but when we added our EMR...

Oct 2022
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Director

Other Observations & Comments

Most of our engagements are point-to-point engagements, but there are occasions when we need to...

Oct 2022
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Director

Interfacing and Integration

Amwell has a lot of difficulties with describing their offerings. There are a lot of modules with...

Oct 2022
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Director

Technology

We had a lot of hardware trouble initially with Amwell. Certain types of carts were physically...

Oct 2022
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Director

Technology

We had an issue where some certain carts depreciated in value because Amwell declared that the...

Oct 2022
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Director

Relationship

Amwell will charge extra for things, but they will also negotiate in good faith if there is pushback...

Oct 2022
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Director

Functionality and Upgrades

When we get an error alert about a software outage in a certain department, the only thing the alert...

Oct 2022
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Director

Service and Support

I have a good relationship with our account executive because I can tell them anything about a...

Oct 2022
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Director

Technology

Amwell stepped away from Vidyo as a partner, and that move limited us in certain ways. It would be...

Oct 2022
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Manager

Functionality and Upgrades

The impact of the system on the patient experience is high. Patients that are able to connect really...

Oct 2022
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Manager

Interfacing and Integration

The impact of the product on clinician efficiency is moderately positive. The product is allowing...

Oct 2022
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Manager

Service and Support

Amwell has accomplished everything they have committed to. Sometimes, Amwell can’t give us...

Oct 2022
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Manager

Implementation and Training

Amwell’s implementation chain was excellent and really helped guide our internal team. Amwell was...

Oct 2022
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Manager

Technology

The number of devices that patients can use is limited, and the devices have to be newer devices in...

Oct 2022
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Manager

Future Outlook

Amwell is improving the product by adding lower bandwidth requirements, and that improvement is...

Oct 2022
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Manager

Win/Loss - Why they were selected (by current clients)

At the time of our assessment, Amwell offered more of the things on our needs list than other...

Oct 2022
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VP/Other Executive

Interfacing and Integration

Amwell Platform's software development for customization has been less than ideal, and the solution...

Oct 2022
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VP/Other Executive

Functionality and Upgrades

We are in a weird stage of waiting for a new platform for years and being on an old platform. That...

Oct 2022
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Director

ROI / Cost (care and feeding)

The annual cost for the platform is very prohibitive, so we are looking at whether the solution is...

Oct 2022
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Director

Functionality and Upgrades

The providers that used the Amwell platform during the pandemic don't use it now because it wasn't...

Oct 2022
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Director

Functionality and Upgrades

The Amwell platform does very well on the urgent care side. I have always been pleased with that. We...

Oct 2022
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Director

Service and Support

We have had some downtime, but the vendor is very responsive to any issues we ever have. I have...

Oct 2022
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Director

Other Observations & Comments

Amwell Platform isn't our main platform. We use another vendor's system too. One roadblock that we...

Oct 2022
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Director

Functionality and Upgrades

One thing that has really helped us has been Amwell's wrap-around service. The vendor also has a...

Oct 2022
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Director

Interfacing and Integration

The system's ease of integration with our EHR has been huge. I know that the vendor is working on...

Oct 2022
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Director

Functionality and Upgrades

Amwell didn't provide us with any training, but their system is super easy to use.

Oct 2022
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Director

Service and Support

When we need customer support, Amwell's tech people will push that off onto our support people. The...

Oct 2022
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Manager

ROI / Cost (care and feeding)

The solution basically allows providers to treat multiple patients across multiple areas without...

Sep 2022
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Manager

ROI / Cost (care and feeding)

We have received more one-time charges and annoying little fees from Amwell than we have from other...

Sep 2022
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Manager

Implementation and Training

Our issues with the system's training and implementation were more on our side than on the vendor's...

Sep 2022
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Manager

Service and Support

Amwell could improve by providing more active support because their products are usually used in...

Sep 2022
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Manager

Functionality and Upgrades

It is pretty easy for us to add other family members or providers to calls in the system. We haven't...

Sep 2022
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Manager

Technology

Before I came to this organization, I was already pretty familiar with the solution from a previous...

Sep 2022
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Manager

Technology

I would like to see more user-friendly indicators on the system's carts about why things might be...

Sep 2022
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VP/Other Executive

Functionality and Upgrades

In terms of technology, the vendor still has some things to work on in the digital health and...

Sep 2022
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VP/Other Executive

Service and Support

The vendor keeps the majority of their promises, but there have been a few things that they have...

Sep 2022
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VP/Other Executive

Functionality and Upgrades

Regarding the ease of use, our end users need some education, but I would still recommend the...

Sep 2022
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VP/Other Executive

Interfacing and Integration

Amwell Platform hasn’t integrated well. We switched EMRs, and there are still some integration...

Sep 2022
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Manager

Relationship

There is a way of thinking at our organization that we are a small fish in Amwell's big pond, and a...

Sep 2022
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Manager

Relationship

There has been a lot of turnover in our account team from the vendor. I think the new leader may...

Sep 2022
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Manager

Functionality and Upgrades

Once the patient can get through all of the hiccups of connecting with a doctor, the Amwell...

Sep 2022
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Manager

Functionality and Upgrades

I believe the Amwell platform has an inbox where the vendor communicates certain things like how...

Sep 2022
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Manager

Service and Support

We have issues with tracking down the status of tickets all the time. The tickets just go into a...

Sep 2022
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Manager

Implementation and Training

We have challenges with getting in touch with resources post-implementation during the warranty...

Sep 2022
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Director

Functionality and Upgrades

Amwell Platform is a client with lower bandwidth, so the solution works a little better in rural...

Sep 2022
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Director

Interfacing and Integration

Amwell Platform absolutely supports our integration goals. That is why we launched the platform; it...

Sep 2022
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Director

Technology

Amwell does really frequent updates, and I am not a big fan of that. I would rather have a quarterly...

Sep 2022
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Director

Service and Support

Amwell’s support isn’t bad, but there is a lot of room for improvement. The vendor is also not as...

Sep 2022
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Director

Future Outlook

Amwell Platform is an expensive solution that takes time to show its merit. The strength will come...

Sep 2022
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Manager

Future Outlook

Amwell Platform has had a positive impact on the patient experience. At first, there was nothing...

Sep 2022
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Manager

Functionality and Upgrades

Amwell Platform does a moderately good job of allowing staff support for clinicians, taking the...

Sep 2022
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Manager

Functionality and Upgrades

An improvement to Amwell Platform would be more horizontal features. Right now, all the features and...

Sep 2022
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Manager

Relationship

Overall, Amwell does keep their promises and is very transparent. My hesitation lies in the fact...

Sep 2022
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Manager

Relationship

Amwell used to avoid charging, but since they went public, they had to buckle down on some things....

Sep 2022
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Manager

Functionality and Upgrades

Because Amwell offers a virtual solution, there are a few gaps in terms of how to support hybrid...

Sep 2022
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Manager

Implementation and Training

Amwell has a lot of outdated training resources. Part of that is because a lot of the vendor’s...

Sep 2022
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Manager

Relationship

Amwell is a great partner. I wish they were a little more proactive. I don’t know whether the vendor...

Sep 2022
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Manager

Relationship

Amwell tries to keep their promises, and they usually do, but they could do better at delivering...

Sep 2022
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Manager

Service and Support

Amwell can be very proactive, but then there are days when I have to chase them and say the system...

Sep 2022
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Manager

Service and Support

Support is my biggest sore spot with Amwell. Some of my support tickets take a long time to resolve....

Sep 2022
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Manager

Relationship

My contact is great and has gotten much better about escalating things. We have really gelled over...

Sep 2022
||
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Director

Functionality and Upgrades

Excluding some downtime, the experience is seamless for end users. We have some patients who got...

Sep 2022
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Director

Interfacing and Integration

I would give Amwell a high score for integration. One of our key tenets for virtual care is that we...

Sep 2022
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Director

Relationship

We had a lot of engagement from several Amwell executives during the go-live. The executives sat...

Sep 2022
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Director

ROI / Cost (care and feeding)

There has been a positive impact on the patient experience. With our previous product, we manually...

Sep 2022
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Director

Relationship

I would give a mixed review in terms of Amwell keeping all their promises. We were supposed to...

Sep 2022
||
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Director

Implementation and Training

The training was lackluster, and we had to create a lot of our own training to successfully roll out...

Sep 2022
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Director

Functionality and Upgrades

Amwell's system meets our needs. We have been able to grow around the platform. We use all of its...

Sep 2022
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Director

Service and Support

Amwell's support is so legendarily bad that the vendor has had to bring in technical account...

Sep 2022
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Director

Service and Support

Our technical account manager is proactive. If they see a trend, then they will proactively work on...

Sep 2022
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Director

Functionality and Upgrades

Amwell is missing some key features. One thing that we really need in the system is some way to...

Sep 2022
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Director

Functionality and Upgrades

Our patients enjoy the system, and some of our providers use it. The platform is very simple. Now...

Sep 2022
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Director

Technology

The vendor listens to us when we tell them about our struggles with the platform and our ideas about...

Sep 2022
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Manager

Interfacing and Integration

Amwell does a lot of things well, but there are things that I know Amwell could do to make things...

Sep 2022
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Manager

Other Observations & Comments

We can report on the number of visits and number of registrations we have, but we are working on...

Sep 2022
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Analyst/Coordinator

ROI / Cost (care and feeding)

We are experiencing a lot more provider satisfaction with Amwell Platform. The patients also like...

Sep 2022
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Analyst/Coordinator

Technology

We experience audio and video latency issues with low-bandwidth users, and a lot of those issues...

Sep 2022
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Director

Relationship

When asked whether the vendor keeps their promises, I would reply with a no in all caps and with an...

Sep 2022
||
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Director

Service and Support

When we have a problem with the system, we have a person who has a person who has a person who can...

Sep 2022
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Director

Service and Support

Our organization isn't cutting edge. We want to push the needle and not fall behind, but we don't...

Sep 2022
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Manager

Functionality and Upgrades

With Amwell's solution, if someone is on a call, they can send a link to a parent, a grandparent, or...

Sep 2022
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Manager

Relationship

We have a very good relationship with Amwell. They are very approachable. They actually take...

Sep 2022
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Manager

ROI / Cost (care and feeding)

Amwell is very good about not charging us for every little thing. With other companies, I get...

Sep 2022
||
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Director

Future Outlook

Based on our current trajectory, Amwell isn't part of our long-term plans. I wouldn't even recommend...

Sep 2022
||
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Director

Interfacing and Integration

We have integrated Amwell's system with some other systems, and that has gone okay. However, I don't...

Sep 2022
||
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Director

Other Observations & Comments

Amwell decided to restructure their entire platform from the ground up. That was a bold move. The...

Sep 2022
||
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Analyst/Coordinator

ROI / Cost (care and feeding)

Amwell avoids charging for every little thing. They try to bundle things together and give their...

Sep 2022
||
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Analyst/Coordinator

Implementation and Training

Amwell’s training is improving. We like getting their tip sheets.

Sep 2022
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Analyst/Coordinator

Service and Support

The biggest challenge that we have with Amwell’s support system is their tier-one support. It is so...

Sep 2022
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Analyst/Coordinator

Relationship

With major escalations, we go directly to our account representative. That person is amazing. All of...

Sep 2022
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Analyst/Coordinator

Functionality and Upgrades

Amwell does not accommodate group workflows such as breakout sessions very well. Another thing they...

Sep 2022
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Director

Relationship

I have confidence in Amwell’s vision, but I might call their execution into question. We have seen...

Sep 2022
||
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Director

Other Observations & Comments

We have a couple of issues where there is some finger-pointing between Amwell and our EMR vendor,...

Sep 2022
||
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Director

Win/Loss - Why they were selected (by current clients)

The most compelling reason we selected Amwell Platform was that it integrated with our EMR. Being...

Sep 2022
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Director

Technology

Soon after we went live with Amwell Platform, there was a system-wide outage for days, and that was...

Sep 2022
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Director

ROI / Cost (care and feeding)

I don't think that Amwell nickel-and-dimes us. The solution is still expensive though. Things are...

Sep 2022
||
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Director

Service and Support

Amwell was supposed to implement a certain upgrade, and we sent out email reminders to others to let...

Sep 2022
||
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Director

Implementation and Training

I am not aware of any training that the vendor does. They give us a PDF for new upgrades, but that...

Sep 2022
||
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Director

Functionality and Upgrades

We have spent a significant amount of time trying to integrate a certain piece of the platform, and...

Sep 2022
||
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Manager

Other Observations & Comments

Amwell Platform really includes two different platforms even though they are both under the Amwell...

Sep 2022
||
(0)
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Manager

Functionality and Upgrades

I always tell folks that there is not a perfect solution out there, but I do believe in this...

Sep 2022
||
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Manager

Service and Support

For the most part, Amwell keeps all of their promises. But when we get into some of the feature...

Sep 2022
||
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Manager

ROI / Cost (care and feeding)

There are charges for workflows in Amwell Platform, coscripts, and updates. We just seem to be...

Sep 2022
||
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Manager

Sales and Contracting

Support is a little bit of a thorn on my side. Amwell needs to adhere to the SLAs that we have in...

Sep 2022
||
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CMIO

Functionality and Upgrades

The core product is solid. Our providers really like the product. I think providers find that Amwell...

Sep 2022
||
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CMIO

Technology

Amwell is very slow to adopt some new little add-ons. For example, with another vendor’s product, we...

Sep 2022
||
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CMIO

ROI / Cost (care and feeding)

We have Amwell's system integrated within our EMR. We also have a standalone platform that stands by...

Sep 2022
||
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Director

Service and Support

Amwell’s support team is slow to react and resolve problems. Tickets stay open a long time, and we...

Sep 2022
||
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Director

Lessons Learned

Amwell needs to understand their customers and pay attention; helping us help our customers is key....

Sep 2022
||
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Director

Implementation and Training

Amwell’s training is not ongoing; we pretty much train ourselves. They will give us training only if...

Sep 2022
||
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Director

Relationship

The team has difficulties when integrating the product with our EMR. We are a specialty system; we...

Sep 2022
||
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Director

ROI / Cost (care and feeding)

We aren’t using the Amwell platform for hospital-to-hospital use; we have not found the tool to be...

Sep 2022
||
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Director

Functionality and Upgrades

The clinicians' efficiency is highly positive now because we have integrated the Amwell platform...

Sep 2022
||
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Director

Relationship

Amwell tends to overpromise and underdeliver. There are a lot of promises, and then we run into...

Sep 2022
||
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Director

Functionality and Upgrades

Like most platforms, Amwell Platform is okay at handling multiparty scenarios, but it is still a...

Aug 2022
||
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Director

Lessons Learned

Amwell could improve the interpreter functionality. Family members and others must send out the...

Aug 2022
||
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Director

Technology

If the technology is working well and is seamless, patient satisfaction is very high. However, the...

Aug 2022
||
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Director

ROI / Cost (care and feeding)

I would not buy Amwell Platform again, mainly due to the cost. I still really like Amwell Platform...

Aug 2022
||
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Director

Relationship

I love Amwell Platform; it is a great platform. And the vendor is great with their carts and all...

Aug 2022
||
(0)
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Director

Service and Support

Amwell has been really responsive and helpful while we have been working through any troubleshooting...

Aug 2022
||
(0)
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Director

Relationship

Amwell has been a really good partner, and they have bent over backward for us. We use the product...

Aug 2022
||
(0)
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Director

Interfacing and Integration

We would like to see Amwell develop clinic visits and on-demand telehealth a bit better so those...

Aug 2022
||
(0)
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Director

Service and Support

Our organization has found that Amwell’s phone and web support people don’t have enough experience,...

Aug 2022
||
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Director

Win/Loss - Why they were selected (by current clients)

Our goal was to have a platform that was deeply integrated. We looked at a couple of options...

Aug 2022
||
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Manager

Implementation and Training

One of the main things we struggled with during our implementation with Amwell was recommendations...

Aug 2022
||
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Manager

Functionality and Upgrades

The feedback that we have received from our patients is that they are confused about whether to...

Aug 2022
||
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Manager

Functionality and Upgrades

We are working on a transition between platforms, and there are things within Amwell's system that...

Aug 2022
||
(0)
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Manager

Service and Support

Amwell’s release management process is really clunky, so we don't always get advanced notice about...

Aug 2022
||
(0)
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Manager

Service and Support

Amwell is responsive, but we often find it difficult to troubleshoot an actual issue. I don't know...

Aug 2022
||
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Manager

Relationship

I sometimes have to send multiple emails asking for updates or requests. That is a little...

Aug 2022
||
(0)
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Manager

Future Outlook

Amwell is forward thinking; they have certain funding to keep them in the market for a long time....

Aug 2022
||
(0)
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Manager

Implementation and Training

From a training perspective, Amwell's system is easy to use, and Amwell has nice marketing materials...

Aug 2022
||
(0)
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Manager

Service and Support

Amwell’s biggest opportunity for growth is with their support team. Amwell is working hard with...

Aug 2022
||
(0)
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Analyst/Coordinator

Relationship

It feels like Amwell is trying to catch up when it comes to the support of larger customers. Their...

Jul 2022
||
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Analyst/Coordinator

Service and Support

Amwell’s most recent upgrade was terrible. We didn’t have a very good project manager, and the...

Jul 2022
||
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Analyst/Coordinator

Implementation and Training

Amwell did provide us with materials for training, but we had to redo all of the materials.

Jul 2022
||
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Analyst/Coordinator

Technology

Our outpatient piece has really been struggling. What was promised from a feature perspective was...

Jul 2022
||
(0)
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Analyst/Coordinator

Functionality and Upgrades

The Amwell solution is very easy to use. With the new upgrade, we are going to be in better shape...

Jul 2022
||
(0)
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Analyst/Coordinator

Implementation and Training

Our implementation of Amwell's platform was rushed, and that was because of our organization, but...

Jul 2022
||
(0)
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Analyst/Coordinator

ROI / Cost (care and feeding)

The vendor gave us some really good contract options. The product is cheap.

Jul 2022
||
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Analyst/Coordinator

Sales and Contracting

Amwell didn't deliver all of the things that their sales team promised us. Providers were asking for...

Jul 2022
||
(0)
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Analyst/Coordinator

Other Observations & Comments

We have a lot of user errors. A lot of machines are getting lost because people aren’t plugging them...

Jul 2022
||
(0)
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Analyst/Coordinator

Functionality and Upgrades

This particular platform is almost a legacy system because the vendor has moved on and is not doing...

Jul 2022
||
(0)
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Analyst/Coordinator

Functionality and Upgrades

Not a lot has been done with the platform. The system has kind of been the vendor’s stepchild for...

Jul 2022
||
(0)
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Analyst/Coordinator

Other Observations & Comments

Though everything looks good on paper and in demos, our users’ experiences don’t match up, so I...

Jul 2022
||
(0)
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Analyst/Coordinator

Relationship

Our satisfaction has been getting better because the vendor has been working with us. Amwell really...

Jul 2022
||
(0)
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Analyst/Coordinator

Lessons Learned

We were considering Amwell’s new Converge platform. We vetted all sorts of vendors, looked at the...

Jul 2022
||
(0)
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Analyst/Coordinator

Service and Support

As far as support goes, Amwell hasn’t been very responsive, and I haven’t seen them keep all their...

Jul 2022
||
(0)
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Analyst/Coordinator

Functionality and Upgrades

Amwell's cart product is good. It is reliable and easy for us to manage on our end. When the system...

Jun 2022
||
(0)
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Analyst/Coordinator

ROI / Cost (care and feeding)

I would like to see Amwell improve their costs. I would also like to see them be more innovative...

Jun 2022
||
(0)
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Director

Future Outlook

Amwell had a claims-based, fee-for-service model, but then they added a marketing fee. The least...

Jun 2022
||
(0)
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VP/Other Executive

Implementation and Training

I don’t ever remember Amwell helping us a lot with training. We have done most of our own workflow...

Jun 2022
||
(0)
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VP/Other Executive

Interfacing and Integration

The Amwell platform is not meeting our integration needs, but that is not for a lack of trying. Part...

Jun 2022
||
(0)
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VP/Other Executive

Technology

The Amwell platform is not hard to use. It is just not reliable. Once the product works, it is easy...

Jun 2022
||
(0)
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VP/Other Executive

Future Outlook

We were going to have to upgrade to Amwell's Converge platform. Instead of upgrading to the Converge...

Jun 2022
||
(0)
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VP/Other Executive

Relationship

The vendor thinks we are high maintenance. They haven’t worked with us a lot. The executives have...

Jun 2022
||
(0)
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VP/Other Executive

Functionality and Upgrades

We have had issues with patches or fixes that haven't happened in a timely fashion. Things sometimes...

Jun 2022
||
(0)
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VP/Other Executive

Lessons Learned

To date, we still don't have an adequate way of handling data. We were promised all of these great...

Jun 2022
||
(0)
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Director

Technology

We have had some issues with longer visits with the Amwell platform. As the visit goes on, the video...

Jun 2022
||
(0)
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Director

Relationship

Amwell is so good in so many ways. We utilize their after-hours care. They have providers that work...

Jun 2022
||
(0)
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Manager

Implementation and Training

Our implementation with the Amwell platform was very condensed. That led to us having more problems...

Jun 2022
||
(0)
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Manager

Relationship

Amwell is very adaptable. They are timely, and they are willing to dig into a problem and find the...

Jun 2022
||
(0)
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Manager

Relationship

We had problems where Amwell knew about an existing issue, but they did not share any prior...

Jun 2022
||
(0)
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Manager

Technology

Amwell is on point with trying to grow their product and meet the needs of their clientele, despite...

Jun 2022
||
(0)
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VP/Other Executive

Functionality and Upgrades

I would give the Amwell platform a C+ or a B- because there are things that I like about the...

Apr 2022
||
(0)
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VP/Other Executive

Future Outlook

I am trapped with the Amwell platform right now because of our budgets, but as we dig ourselves out...

Apr 2022
||
(0)
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VP/Other Executive

ROI / Cost (care and feeding)

Amwell is pretty good about not charging for every little thing. From an economic standpoint, the...

Apr 2022
||
(0)
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VP/Other Executive

Functionality and Upgrades

The vendor is slow to respond in terms of upgrades. Amwell has been behind the market around video...

Apr 2022
||
(0)
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VP/Other Executive

Functionality and Upgrades

The hardware of the solution is pretty elegant in regard to what we are trying to do. The hardware...

Apr 2022
||
(0)
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CMIO

Functionality and Upgrades

Recently, we found out that the vast majority of the issues that we thought were from Amwell were...

Apr 2022
||
(0)
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Director

Relationship

Amwell does not have a huge media presence in our market, so people don't know about them other than...

Mar 2022
||
(0)
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Director

Functionality and Upgrades

Amwell’s most updated software has better technology than the current system. The member experience...

Mar 2022
||
(0)
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Director

ROI / Cost (care and feeding)

Amwell has frequent price increases, so they are not avoiding nickel-and-diming us.

Mar 2022
||
(0)
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Director

Relationship

Amwell has done a better job of keeping all of their promises. That is an area where they have improved....

Jan 2022
||
(0)
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Director

ROI / Cost (care and feeding)

We have a significant contract with Amwell, yet I will get an invoice for an extra fee here and...

Jan 2022
||
(0)
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Director

Future Outlook

I have faith in Amwell and their vision. They have a clear vision and strategy. We can tell that the...

Jan 2022
||
(0)
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Director

Implementation and Training

Amwell is up front about offering training services. We haven't taken advantage of them, but the...

Jan 2022
||
(0)
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Director

Technology

Amwell is behind in their software and hardware. The core technologies for the audiovisual...

Jan 2022
||
(0)
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Director

Other Observations & Comments

There are visions and attempts, and then there is reality. Amwell is well intentioned and headed in...

Jan 2022
||
(0)
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VP/Other Executive

Lessons Learned

If an organization is not internally advanced with telemedicine tools and provider availability,...

Jan 2022
||
(0)
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VP/Other Executive

Future Outlook

We are looking to move toward our EMR vendor’s platform. Amwell's platform isn't integrated into our...

Jan 2022
||
(0)
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Manager

Functionality and Upgrades

The product has been a wonderful program. It is one of the most advanced programs in the country for...

Jan 2022
||
(0)
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 or  to see details.

Manager

Service and Support

The vendor is good and very responsive. We have an excellent relationship with the folks at Amwell,...

Jan 2022
||
(0)
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Manager

Interfacing and Integration

Through the portal software, we would like better integration with medical device peripherals, such...

Jan 2022
||
(0)
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Manager

Relationship

We went to buy Amwell's telehealth carts, but over time, we went from needing the carts to just...

Jan 2022
||
(0)
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Manager

ROI / Cost (care and feeding)

Amwell has responded very well. A significant outcome was their ability to scale with us during the...

Jan 2022
||
(0)
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 or  to see details.

Manager

Implementation and Training

Amwell has done a nice job with training. There is a constant flow of information, and the vendor...

Jan 2022
||
(0)
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Director

Technology

We have had good success with the solution. The challenge is that the solution hasn't gone through...

Jan 2022
||
(0)
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Director

Functionality and Upgrades

The solution is a great platform, especially for younger folks who are accustomed to using...

Jan 2022
||
(0)
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 or  to see details.

Director

Service and Support

The vendor's support people aren't as engaged as I would prefer them to be.

Jan 2022
||
(0)
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 or  to see details.

Director

Sales and Contracting

Amwell is mostly a marketing firm. If we compare their vision statements to what they actually...

Jan 2022
||
(0)
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 or  to see details.

Manager

Interfacing and Integration

Amwell can integrate, but they don't interoperate. Integration means that Amwell Platform integrates...

Jan 2022
||
(0)
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Manager

Technology

We do need some additional features to be rolled out. We have talked to Amwell about needing to be...

Jan 2022
||
(0)
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Manager

Service and Support

We can submit a ticket. If we don't hear from the support people, we send Amwell an email or call...

Jan 2022
||
(0)
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Manager

Relationship

Amwell grew quite a bit during the pandemic. They grew so fast that they outkicked their coverage a...

Jan 2022
||
(0)
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Director

ROI / Cost (care and feeding)

We have good access to the solution's data. The system uses API servers that provide data for...

Jan 2022
||
(0)
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 or  to see details.

Director

Interfacing and Integration

The solution's integration isn't sustained very well, but in the beginning, the solution was well supported....

Jan 2022
||
(0)
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 or  to see details.

Manager

Functionality and Upgrades

The physicians find Amwell Platform to be reasonably easy to use. There are some technical...

Jan 2022
||
(0)
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 or  to see details.

Manager

ROI / Cost (care and feeding)

Amwell tends to nickel-and-dime. I have been frustrated with them. They do their job, but they do...

Jan 2022
||
(0)
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 or  to see details.

Manager

Service and Support

I would like to see improvements with Amwell’s support model. Right now, if a user calls for a...

Jan 2022
||
(0)
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Manager

Functionality and Upgrades

At times, Amwell says that there are upgrades that are going to fix things. They say they are fixing...

Jan 2022
||
(0)
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CMIO

Functionality and Upgrades

With the virtual waiting room, patients can check in and show up and then be pulled out of the...

Jan 2022
||
(0)
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 or  to see details.

CMIO

Future Outlook

Amwell Platform is in our long-term plans in one area of our organization, but we are eventually...

Jan 2022
||
(0)
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 or  to see details.

CMIO

Other Observations & Comments

My recommendation of Amwell Platform is situational. If someone works on the payer side, I would...

Jan 2022
||
(0)
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CMIO

Functionality and Upgrades

We are on Amwell's traditional or older platform. It is the platform that most of the vendor's...

Jan 2022
||
(0)
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Director

Functionality and Upgrades

The Amwell product allowed us to stay open and connect to our patients virtually during the...

Dec 2021
||
(0)
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 or  to see details.

Director

Functionality and Upgrades

We used Amwell for scheduling visits through their platform. The technology was duplicative, and it...

Dec 2021
||
(0)
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 or  to see details.

Director

Service and Support

Amwell's support is not always as timely as we want it to be. Fortunately, we don't have many issues...

Dec 2021
||
(0)
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