Amwell Platform
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Schafer Jackson
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User Commentary

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CMIO

Operations, Product

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

May 2023
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CMIO

Loyalty

We are evaluating our long-term telehealth options. We got Amwell Platform because we wanted a...

May 2023
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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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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
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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
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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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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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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
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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
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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
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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
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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
||
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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
||
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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
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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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Director

Product

Amwell Platform has been an easy platform to use for our patients, providers, and clinical staff....

Feb 2023
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Director

Operations

The initial implementation of Amwell Platform went very well. We give the vendor high marks for that....

Feb 2023
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Director

Product

Amwell doesn't provide several tools that we had with our old platform. These tools are simple...

Feb 2023
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VP/Other Executive

Loyalty, Relationship

In terms of timeliness, support, and Amwell’s team as a whole, Amwell does keep their promises....

Feb 2023
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VP/Other Executive

Product, Value

We have seen a really positive impact on the patient experience. Amwell's platform is so much easier...

Feb 2023
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VP/Other Executive

Product

From my understanding, a lot of virtual care solutions go really well together with Epic's system....

Feb 2023
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CIO

Operations, Product

With Amwell, the upgrades are pretty much all handled for us. We don't have to really do anything.

Feb 2023
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CIO

Product

On occasion, we have patients that have trouble even with the URL. There are some people that just...

Feb 2023
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CIO

Loyalty

If we leave Amwell, it would be due to a consolidation of platforms and costs. The only reason why...

Feb 2023
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CIO

Product, Value

The ability to have multiparty scenarios has definitely improved over the last 18 months. That...

Feb 2023
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CIO

Value

Amwell's platform is not cheap, but it is an all-inclusive product. We just buy it, and it seems to...

Feb 2023
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CIO

Relationship, Operations

Amwell has the philosophy of contacting us any time, and they can help train the trainers or do...

Feb 2023
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Manager

Relationship, Product

Interoperability is not a big consideration of ours for Amwell Platform. However, the vendor has...

Jan 2023
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Manager

Relationship

Amwell is responsive to their customers. They think outside of the box about how to meet their...

Jan 2023
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(0)
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Manager

Relationship, Value

If Amwell Platform did not serve a very specific need in our organizations, then we would probably...

Jan 2023
||
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Manager

Relationship

Part of why our relationship skews more positively with Amwell is because they are available and...

Jan 2023
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CMIO

Relationship

The vendor was going to deliver technology for us, and they indicated that was going to be really...

Jan 2023
||
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CMIO

Relationship

Amwell’s account executives tend to be very responsive. But the support center people are not...

Jan 2023
||
(0)
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CMIO

Product

From an integration standpoint, the product does have integration with our EMR, but the EMR...

Jan 2023
||
(0)
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CMIO

Product

We can handle multiparty scenarios with the product, but we can't do that consistently. Various...

Jan 2023
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(0)
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CMIO

Loyalty, Value

We are looking at other platforms. We don't feel that Amwell's platform is really a great long-term...

Jan 2023
||
(0)
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CMIO

Product

Amwell told us that if we upgraded our EMR-embedded application to the latest version of Amwell’s...

Jan 2023
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CMIO

Operations

The vendor’s training was not very good. When we did the initial implementation, we did a mass...

Jan 2023
||
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CMIO

Product

Amwell said that an upgrade would improve the speed of our system, and that has not panned out, so...

Jan 2023
||
(0)
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Director

Operations

Amwell hasn’t done much training, and our original training years ago was mediocre. We had a...

Jan 2023
||
(0)
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Director

Product

The legacy platform does not integrate much. It is also very difficult and virtually impossible to...

Jan 2023
||
(0)
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Director

Product

Amwell Platform is a one-stop shop. It is easy to set it and forget it. The product has been stable...

Jan 2023
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Director

Relationship

Amwell's support is very bad. I open a ticket, and it goes unanswered for days to weeks before...

Jan 2023
||
(0)
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Director

Relationship

Amwell has responded to fluctuations in demand and has been flexible to help us out when we have had...

Jan 2023
||
(0)
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Director

Relationship, Product

Amwell is working on things that we want them to be working on, but the challenge is their timelines...

Jan 2023
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Analyst/Coordinator

Operations

Other vendors seem to have all their things lined up from the implementation to the training,...

Jan 2023
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(0)
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Analyst/Coordinator

Relationship, Product

We often identify something, and Amwell responds that they have never seen it. Then the situation...

Jan 2023
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Analyst/Coordinator

Relationship

Amwell knows to bring in their people when the customer is unhappy. The people I have worked with...

Jan 2023
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Analyst/Coordinator

Product

The product that we were using for the COVID-19 pandemic was an immediate solution because we didn't...

Jan 2023
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Manager

Loyalty, Product

There are some issues around reporting in Amwell Platform where I am just not getting the analytics...

Jan 2023
||
(0)
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Manager

Relationship

Our support goes through a supporting vendor and then to Amwell. The process is very clunky and...

Jan 2023
||
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Manager

Loyalty, Relationship, Product

Amwell is starting to pivot toward focusing on outcomes now, but for the last year, they have not...

Jan 2023
||
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Manager

Relationship

I have enjoyed working with Amwell. They have a good, engaged group of individuals that have been...

Jan 2023
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(0)
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Manager

Product

Amwell has developed a good way to integrate multiparty scenarios into the workflow, and that makes...

Jan 2023
||
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Physician

Loyalty, Product

I haven't seen a lot of changes in Amwell’s product. Amwell Platform works when it does, and when...

Jan 2023
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(0)
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Physician

Relationship

I have given Amwell copious feedback on the user interface and other things. Amwell always tells me...

Jan 2023
||
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Director

Loyalty, Product

Amwell’s focus is a little more on health systems than on health plans. I want the vendor to provide...

Jan 2023
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(0)
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Physician

Product, Value

The product's impact on patients is moderately positive. Amwell Platform is a win for them. Patients...

Jan 2023
||
(0)
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Director

Relationship

I don’t feel like Amwell’s account management team is listening to their customers or effectively...

Jan 2023
||
(0)
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Physician

Product

Amwell Platform is seamless and integrates with our EHR. It brings up a separate browser window, but...

Jan 2023
||
(0)
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Director

Product

Amwell Platform had some little troubles initially, but overall, it is pretty easy to use, and the...

Dec 2022
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Director

Culture

We had a big contract up front, which covered a lot. So Amwell doesn't need to nickel-and-dime us...

Dec 2022
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Director

Operations

There were some gaps with Amwell’s training, so we ended up using our own training teams.

Dec 2022
||
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Director

Relationship

There are still a couple of things we would like to see in the system, so timing can be an issue,...

Dec 2022
||
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Manager

Loyalty, Relationship, Operations

We are not loving Amwell Platform because our experience with the vendor has been rough, and ongoing...

Dec 2022
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Manager

Relationship, Product

For some patients, the solution is great. On an inpatient level, the solution is not so great. The...

Dec 2022
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Manager

Loyalty, Product

The quality of Amwell’s carts is really good, but the carts do have a lot of issues. The product is...

Dec 2022
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Manager

Product

Amwell Platform is a good fit for academic medical centers. Academic medical centers typically make...

Dec 2022
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Director

Loyalty, Relationship, Product

There was a big jump to telemedicine when the COVID-19 pandemic hit, and Amwell did a very good job...

Dec 2022
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VP/Other Executive

Relationship

Keeping promises is one of Amwell's strengths. Amwell delivers what they say they will, and they can...

Nov 2022
||
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VP/Other Executive

Relationship, Product

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

Nov 2022
||
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VP/Other Executive

Product

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

Loyalty, Product

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

Operations, Product

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

Nov 2022
||
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Manager

Product

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

Nov 2022
||
(0)
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Manager

Relationship, Product

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

Nov 2022
||
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Manager

Relationship

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

Product

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

Product

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

Product

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

Product, Value

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

Value

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

Product

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

Loyalty

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

Nov 2022
||
(0)
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VP/Other Executive

Product

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

Loyalty

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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(0)
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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 2022
||
(0)
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Director

Relationship

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

Nov 2022
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(0)
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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 2022
||
(0)
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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 2022
||
(0)
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Director

Value

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

Nov 2022
||
(0)
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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

Loyalty

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

Nov 2022
||
(0)
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VP/Other Executive

Value

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

Nov 2022
||
(0)
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VP/Other Executive

Relationship, Product

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

Nov 2022
||
(0)
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VP/Other Executive

Product

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

Nov 2022
||
(0)
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Manager

Product

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

Oct 2022
||
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Manager

Loyalty, Product

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

Oct 2022
||
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Manager

Loyalty, Product

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

Oct 2022
||
(0)
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Manager

Relationship

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

Oct 2022
||
(0)
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Manager

Product

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

Oct 2022
||
(0)
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Manager

Relationship

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

Oct 2022
||
(0)
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Director

Relationship

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

Oct 2022
||
(0)
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Director

Relationship, Product

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

Oct 2022
||
(0)
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Director

Value

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

Oct 2022
||
(0)
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Director

Relationship, Product

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

Oct 2022
||
(0)
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Director

Relationship

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

Oct 2022
||
(0)
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Director

Loyalty

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

Product, Value

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

Product, Value

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

Oct 2022
||
(0)
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Manager

Relationship

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

Oct 2022
||
(0)
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Manager

Operations

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

Oct 2022
||
(0)
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Manager

Product

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

Oct 2022
||
(0)
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Manager

Loyalty

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

Oct 2022
||
(0)
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Manager

Loyalty

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

Oct 2022
||
(0)
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VP/Other Executive

Product

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

Oct 2022
||
(0)
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VP/Other Executive

Product

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

Oct 2022
||
(0)
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Director

Culture, Value

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

Oct 2022
||
(0)
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Director

Product

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

Product

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

Oct 2022
||
(0)
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Director

Relationship

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

Oct 2022
||
(0)
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Director

Loyalty, Product

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

Relationship, Product

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

Product

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

Operations

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

Oct 2022
||
(0)
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Director

Relationship

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

Product, Value

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

Sep 2022
||
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Manager

Value

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

Sep 2022
||
(0)
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Manager

Operations

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

Sep 2022
||
(0)
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Manager

Relationship

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

Sep 2022
||
(0)
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Manager

Product

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

Sep 2022
||
(0)
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Manager

Operations, Product

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

Sep 2022
||
(0)
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Manager

Product

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

Sep 2022
||
(0)
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VP/Other Executive

Loyalty, Relationship, Product

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

Sep 2022
||
(0)
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VP/Other Executive

Relationship

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

Sep 2022
||
(0)
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VP/Other Executive

Product

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

Sep 2022
||
(0)
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VP/Other Executive

Product

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

Sep 2022
||
(0)
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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
||
(0)
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Manager

Loyalty, Product

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

Sep 2022
||
(0)
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Manager

Product

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

Sep 2022
||
(0)
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Manager

Relationship, Product

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

Sep 2022
||
(0)
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Manager

Operations

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

Sep 2022
||
(0)
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Manager

Loyalty

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

Sep 2022
||
(0)
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Manager

Product, Value

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

Sep 2022
||
(0)
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Manager

Loyalty, Product

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

Sep 2022
||
(0)
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Manager

Relationship

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

Sep 2022
||
(0)
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Manager

Value

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

Sep 2022
||
(0)
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Manager

Loyalty, Product

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

Sep 2022
||
(0)
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Manager

Operations

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

Sep 2022
||
(0)
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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
||
(0)
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Manager

Loyalty, Relationship

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

Sep 2022
||
(0)
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Manager

Relationship

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

Sep 2022
||
(0)
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Manager

Relationship

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

Sep 2022
||
(0)
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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
||
(0)
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Director

Product

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

Sep 2022
||
(0)
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Director

Product

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

Sep 2022
||
(0)
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Director

Relationship, Operations

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

Sep 2022
||
(0)
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Director

Product, Value

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

Sep 2022
||
(0)
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Director

Operations

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

Sep 2022
||
(0)
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Director

Loyalty, Product

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

Sep 2022
||
(0)
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Director

Relationship

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

Sep 2022
||
(0)
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Director

Relationship

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

Sep 2022
||
(0)
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Director

Product

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

Sep 2022
||
(0)
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Director

Product, Value

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

Sep 2022
||
(0)
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Director

Relationship

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

Sep 2022
||
(0)
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Manager

Product

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

Sep 2022
||
(0)
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Manager

Loyalty, Relationship, Product

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

Sep 2022
||
(0)
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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
||
(0)
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Director

Relationship

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

Sep 2022
||
(0)
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Director

Loyalty, Relationship

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

Sep 2022
||
(0)
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Manager

Product, Value

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

Sep 2022
||
(0)
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Manager

Relationship

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

Sep 2022
||
(0)
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Manager

Value

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

Sep 2022
||
(0)
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Director

Loyalty

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

Sep 2022
||
(0)
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Director

Product

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

Sep 2022
||
(0)
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Director

Relationship

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

Sep 2022
||
(0)
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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
||
(0)
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Director

Relationship, Product

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

Sep 2022
||
(0)
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Director

Loyalty

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

Sep 2022
||
(0)
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Director

Loyalty, Operations

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

Sep 2022
||
(0)
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Director

Value

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

Sep 2022
||
(0)
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Director

Operations

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

Sep 2022
||
(0)
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Director

Operations

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

Sep 2022
||
(0)
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Director

Culture, Value

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

Sep 2022
||
(0)
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Manager

Product

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

Sep 2022
||
(0)
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Manager

Product

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

Sep 2022
||
(0)
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Manager

Relationship

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

Sep 2022
||
(0)
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Manager

Value

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

Sep 2022
||
(0)
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Manager

Culture

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

Sep 2022
||
(0)
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CMIO

Product

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

Sep 2022
||
(0)
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CMIO

Product

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

Sep 2022
||
(0)
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CMIO

Value

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

Sep 2022
||
(0)
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Director

Relationship

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

Sep 2022
||
(0)
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Director

Value

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

Sep 2022
||
(0)
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Director

Operations

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

Sep 2022
||
(0)
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Director

Loyalty, Relationship

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

Sep 2022
||
(0)
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Director

Loyalty, Value

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

Sep 2022
||
(0)
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Director

Product, Value

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

Sep 2022
||
(0)
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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
||
(0)
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Director

Product

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

Aug 2022
||
(0)
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Director

Product

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

Aug 2022
||
(0)
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Director

Product

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

Aug 2022
||
(0)
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Director

Loyalty, Value

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

Aug 2022
||
(0)
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Director

Product

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

Relationship

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

Aug 2022
||
(0)
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Director

Relationship, Product

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

Product

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

Relationship

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

Aug 2022
||
(0)
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Director

Loyalty

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

Aug 2022
||
(0)
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Manager

Operations

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

Aug 2022
||
(0)
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Manager

Relationship, Product

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

Aug 2022
||
(0)
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Manager

Loyalty, Product

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

Relationship, Product

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

Relationship

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

Aug 2022
||
(0)
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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

Loyalty

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

Operations, Product

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

Relationship

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

Culture, Value

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

Jul 2022
||
(0)
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Analyst/Coordinator

Culture

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

Operations

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

Product

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

Product

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

Jul 2022
||
(0)