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Manager

Amwell is our vendor of choice for telehealth across our organization. The system requires minimal...

May 2021
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Manager

The telehealth carts frequently have connectivity issues. They lock up, especially if they are idle....

May 2021
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Manager

There are some software issues. The system can be buggy where we get into a virtual room. Sometimes...

May 2021
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Manager

The majority of the time, the support response is timely, but there are some delays. Amwell is...

May 2021
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CMIO

Anyone who is considering Amwell Platform needs to vet it within their health system to ensure that...

May 2021
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CMIO

Amwell did a really good job of marketing in the present space. It looked like the system was going...

May 2021
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Director

We have improved Amwell Platform by leveraging their software development kits in our app. That has...

May 2021
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Director

We use another vendor's solution alongside Amwell Platform, but we may just leverage Amwell Platform...

May 2021
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Director

Amwell has gotten better at keeping promises and making sure that they aren't overpromising and...

May 2021
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Director

We have made the solution better through our own work, but it still needs some functionality. There...

May 2021
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Director

There is a new connection to our EHR that will solve a lot of integration issues for us. It will...

May 2021
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Director

I want Amwell Platform to have even more integration options with our other tools. We don't...

May 2021
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Director

Amwell has gotten a lot bigger, but I am still involved with them pretty frequently. During the...

May 2021
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VP/Other Executive

We have had moments where the audio or video quality has been a little hit or miss. That might have...

May 2021
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VP/Other Executive

We have been able to create new partnerships very nimbly with our on-demand experience. The rate at...

May 2021
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VP/Other Executive

Amwell delivers on everything they say they are going to deliver on. They don't always hit the...

May 2021
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VP/Other Executive

There is room for improvement for technical support and call support when needed, both for the...

May 2021
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Manager

Amwell gave us training and offered us a lot of training materials. The vendor's teams have been...

Apr 2021
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Manager

All of our billing and payments are done through Amwell Platform. The system doesn't have any...

Apr 2021
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Director

Overall, our experience with the vendor has been pretty positive. We have had a remarkable journey...

Feb 2021
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Director

The vendor's response to the COVID-19 pandemic lagged behind some of their competitors. That was a...

Feb 2021
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Director

I don't know whether any vendor really keeps their promises. There are certain things that customers...

Feb 2021
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Director

We don't have Amwell Platform integrated right now, but we have had conversations with Amwell about...

Feb 2021
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Director

On top of using Amwell Platform, we also use some of the vendor's telehealth options. New...

Feb 2021
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Director

I would like Amwell to be a bit more data driven. We report our own metrics, and we own those...

Feb 2021
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Director

We have very engaged staff members, but we also have a fully managed service contract on each of our...

Feb 2021
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Director

Once we establish a service line, it is just a matter of focusing on scaling up and gaining...

Feb 2021
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Director

We are pretty satisfied with the vendor's technology. The vendor continue to improve it. As far as...

Feb 2021
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Director

Our staff members who are using the system seem to be very satisfied with it. There are certain...

Feb 2021
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Director

I would like to reduce the number of complaints that we get from clinicians. We have been wrestling...

Feb 2021
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Director

Amwell has been a great partner. We were able to integrate their platform with our EMR, and Amwell...

Feb 2021
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VP/Other Executive

We did telehealth things prior to the pandemic. We were using the platform to do virtual...

Jan 2021
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VP/Other Executive

Amwell has been doing fine on the outpatient side with telehealth and our employees. The platform is...

Jan 2021
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VP/Other Executive

One of the drawbacks of the platform is that it is not integrated with our EMR. Google invested $100...

Jan 2021
(0)
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CMIO

It was initially difficult to implement Amwell Platform compared to what Amwell said process would...

Jan 2021
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CMIO

Amwell charged for every little thing. Their legal and contracting division was horrifyingly...

Jan 2021
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CMIO

Our relationship with Amwell was terrible. The problem was that we couldn't escalate the issues to...

Jan 2021
(0)
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CMIO

The only good thing about Amwell Platform was its ease of use for the patients. The system was okay...

Jan 2021
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CMIO

Amwell kept telling us that they were going to fix our problems with the software and integration,...

Jan 2021
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CMIO

We had some significant problems with the vendor and the product earlier this year in regard to...

Jan 2021
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CMIO

Like everyone else in the country, we quickly built out a telemedicine program. We already had one,...

Jan 2021
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CMIO

This product and our EMR have a relationship, and we are actually upgrading our enterprise...

Jan 2021
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CMIO

The upgrade from the vendor was received very positively, and it was relatively painless for us. The...

Jan 2021
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CMIO

Part of the reason that I rated the training pretty high up there is that the upgrades the vendor...

Jan 2021
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Manager

During the COVID-19 crisis, Amwell really scaled up their number of providers to be able to back up...

Nov 2020
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Manager

Amwell isn’t part of our long-term plans past the next few years. I am undecided regarding whether I...

Nov 2020
(0)
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Manager

Amwell has kept their promises; they deliver on everything they say they will. I wasn’t part of our...

Nov 2020
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Manager

Amwell has a decent UI and UX. On the provider side, they have a good way of notifying providers...

Nov 2020
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Manager

There is a tiered support system with Amwell, and from the first tier, it seems there is no way to...

Nov 2020
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Manager

We have pretty easy access to Amwell’s executives. However, they don’t have a good standing check-in...

Nov 2020
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Manager

It is not necessarily Amwell’s fault, but unfortunately, we are paying for a very capable machine...

Nov 2020
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Manager

Our account executive with Amwell is very responsive and good at escalating issues. They provide...

Nov 2020
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Manager

An organization should evaluate their business model before leveraging Amwell provider services...

Nov 2020
(0)
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VP/Other Executive

Our early experience with American Well was positive, especially with respect to quality. The vendor...

Oct 2020
(0)
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VP/Other Executive

Early on in the COVID-19 pandemic, we saw an explosion in use of the Amwell service. We were still...

Oct 2020
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VP/Other Executive

American Well has a full-service platform. We can create freestanding clinical services. The vendor...

Oct 2020
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VP/Other Executive

We really need Amwell providers to be credentialed by payers so that the virtual visits can be...

Oct 2020
(0)
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VP/Other Executive

Amwell has inpatient tools that we are looking at using. We think that their tools would be well...

Oct 2020
(0)
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VP/Other Executive

Amwell is still working on making sure their providers are credentialed by the payers. The issue...

Oct 2020
(0)
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VP/Other Executive

Amwell grew faster than the support team did. They are still catching up. We mostly use them for...

Oct 2020
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VP/Other Executive

Amwell is extraordinarily collaborative. They are really trying to collaborate and make their...

Oct 2020
(0)
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VP/Other Executive

It is hard to get data from Amwell. There is a lot of architectural work when everything is done...

Oct 2020
(0)
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Director

Amwell was a fantastic vendor. I have nothing but positive things to say about them. Our teams...

Oct 2020
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Director

Amwell reached out to us several times regarding COVID-19. We had regularly scheduled meetings with...

Oct 2020
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Manager

The quality of support is one of our biggest concerns with Amwell. We have been complaining...

Oct 2020
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VP/Other Executive

At one point, we did an RFI to confirm we were in the right place, and through that, we confirmed...

Oct 2020
(0)
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VP/Other Executive

Amwell has struggled greatly with integration. They promised it years ago, but we are years in, and...

Oct 2020
(0)
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Manager

We tried to integrate another system with Amwell's solution and failed. We tried to do mobile...

Oct 2020
(0)
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Manager

Our biggest challenges have been stability and the overall flexibility of some of Amwell's products....

Oct 2020
(0)
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Manager

We may be unique because we didn’t try to utilize the vendor very much during the COVID-19 crisis....

Oct 2020
(0)
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Manager

Amwell is getting to a place we have been asking them to get to for years. We never had very good...

Oct 2020
(0)
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VP/Other Executive

Every vendor breaks promises. The biggest broken promise with Amwell has been the data. Amwell has...

Oct 2020
(0)
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VP/Other Executive

I don't think that we get charged for every little thing. We have had to pay for a few extra things...

Oct 2020
(0)
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VP/Other Executive

Amwell's implementation service isn't great. Oftentimes, Amwell has missed deadlines, and they have...

Oct 2020
(0)
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VP/Other Executive

Amwell's support is getting better, but it isn't great. Sometimes we try to escalate things, but I...

Oct 2020
(0)
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VP/Other Executive

Saying whether Amwell delivers new technology would be kind of unfair because we are on a legacy...

Oct 2020
(0)
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VP/Other Executive

The current functionality meets our basic needs. The system doesn't work exactly the way Amwell said...

Oct 2020
(0)
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Director

We are ending our contract because with our new EHR vendor, we can integrate with a native video...

Oct 2020
(0)
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VP/Other Executive

Support from Amwell hasn’t been an issue through COVID-19. The waivers made life easy, and Amwell...

Oct 2020
(0)
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VP/Other Executive

Amwell’s system is compliant, so there are additional steps that we have to go through. People are...

Oct 2020
(0)
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VP/Other Executive

In terms of Amwell Platform working as promoted, that depends on whether people are integrated. The...

Oct 2020
(0)
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VP/Other Executive

Amwell Platform was built with the highest quality expectation, so if our patients are in a remote...

Oct 2020
(0)
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VP/Other Executive

Amwell came out with Amwell Now, which is the instantaneous version of the system. They came out...

Oct 2020
(0)
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VP/Other Executive

The support from Amwell has been good with troubleshooting in the direct-to-consumer space. Amwell...

Oct 2020
(0)
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VP/Other Executive

The Amwell executives have been very hands on, so that has been good.

Oct 2020
(0)
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VP/Other Executive

If I could get ahold of my data more easily in the system, that would be nice. When I am looking for...

Oct 2020
(0)
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VP/Other Executive

We foolishly bought Amwell Platform because it was shiny and exciting, but we had no clue how to use...

Oct 2020
(0)
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VP/Other Executive

I would recommend Amwell Platform, but I would qualify my recommendation of the product with some...

Oct 2020
(0)
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VP/Other Executive

My future satisfaction with Amwell depends on whether I can push my team to integrate and do more.

Oct 2020
(0)
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Manager

We have had a lot of issues with platform stability. I know that Amwell has made some changes and...

Sep 2020
(0)
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Manager

Amwell isn't really involved in any training. They try to make their platform pretty user friendly,...

Sep 2020
(0)
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Manager

Amwell has a lot of resources and is very helpful in talking about anything. Amwell talks about what...

Sep 2020
(0)
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Manager

We have been a customer for years, and a lot of things we asked for never really made it to...

Sep 2020
(0)
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CMIO

We had Amwell's software for several years as an on-demand platform, and by our estimation, it was a...

Sep 2020
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CMIO

Six months ago, Amwell was like a four-letter word in our organization. We were looking for ways to...

Sep 2020
(0)
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Director

Amwell is pretty transparent about costs, and we have ramped them up tremendously without paying...

Sep 2020
(0)
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Director

We finally got something integrated, but it took a couple of years. Amwell Platform is the most...

Sep 2020
(0)
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Director

The person we usually deal with is very nice, but it doesn't seem like that person is empowered to...

Sep 2020
(0)
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Manager

Amwell has done a poor job with interoperability. It isn't easy to use the platform for scheduled...

Sep 2020
(0)
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Manager

Some of Amwell's recent enhancements have really improved my opinion of them. They have been...

Sep 2020
(0)
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Manager

The support is laughable. The traditional Amwell Platform model is counterintuitive. That is the...

Sep 2020
(0)
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Manager

Proactive service from Amwell is nonexistent. Their service is entirely reactive. Their proactive...

Sep 2020
(0)
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Manager

The Amwell executives say all the right things to the right people. I think that the executives want...

Sep 2020
(0)
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Manager

We opened a virtual COVID-19 screening hub for people who were concerned about calling in, and the...

Sep 2020
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Manager

Whether I would recommend Amwell to a peer is a long conversation. I would tell people the truth...

Sep 2020
(0)
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Manager

Amwell has been very good about offering support during COVID-19. I am being very deliberate with my...

Sep 2020
(0)
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Manager

Amwell doesn't keep all promises, but I would like to be shown a vendor that does. Amwell has missed...

Sep 2020
(0)
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Manager

Amwell charges us for some things, but they don't nickel-and-dime us for everything. I would say...

Sep 2020
(0)
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Manager

Amwell has some very squirrely policies around their implementations. For instance, they only do a...

Sep 2020
(0)
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Manager

Amwell Platform doesn't function as well as advertised. It functions in a very plain way. The...

Sep 2020
(0)
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Manager

The efficiencies of the documentation workflow in our EMR are a lot cleaner than they are on the...

Sep 2020
(0)
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Manager

The vendor is doing very well. We meet with individuals from Amwell often. The vendor avoids...

Sep 2020
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Manager

We occasionally run into issues that are concerning, and we may deem them patient safety issues. The...

Sep 2020
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Manager

Amwell purchased Avizia, but the two structures don’t work the same. The cultures are very...

Sep 2020
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CTO

We had a long history with Amwell at the time COVID-19 hit. We initially wanted them to help us with...

Sep 2020
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CTO

When we selected Amwell, one of the criteria for selecting them was that they were going to have a...

Sep 2020
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CTO

Amwell is a mature vendor in the telehealth space. We are doing a review of all the major...

Sep 2020
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Director

We were originally contracted with Avizia, and then when Amwell purchased Avizia, we got sucked in...

Sep 2020
(0)
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Director

Knowing everything that I know today, I don't think I would buy Amwell Platform again. I have no...

Sep 2020
(0)
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Director

The vendor has been very good about not charging for everything. As a whole, our relationship with...

Sep 2020
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Manager

Amwell has been responsive, but the tool is simple and isn't designed for what we are using it for....

Sep 2020
(0)
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Manager

I have heard about more issues with Amwell Connect than I have with any other systems. Amwell is...

Sep 2020
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Manager

The fantastic part of Amwell Platform is the simplicity. The system just sends a link, and we can...

Sep 2020
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Manager

The original plan was to use Amwell's solution as a white-label platform that we could stand up...

Sep 2020
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Manager

Amwell’s platform had been really stable up until the COVID-19 crisis; it hit a little snag there....

Sep 2020
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Manager

The customer support Amwell provides for the client is a problem, their current structure is not...

Sep 2020
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Manager

Amwell promises or sells us on the fact that integration will work a certain way, and then when we...

Sep 2020
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Manager

In terms of nickel-and-diming, we were going to do one of our integration projects, and looking from...

Sep 2020
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Manager

The vendor’s product does what it is supposed to do, and it is easy to use. It literally takes two...

Sep 2020
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Manager

Lately, we have had a little more executive involvement, but that is not normal; that is just...

Sep 2020
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Director

We aren't leveraging the online care group. We use the platform as a means to connect patients with...

Sep 2020
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Director

There are a lot of prerequisites. Patients have to have an account and the app. We can't just shoot...

Sep 2020
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Analyst/Coordinator

Based on what Amwell is strategically planning for the next year, it looks like they are trying to...

Sep 2020
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Analyst/Coordinator

We use Amwell's software for our kiosks and other things. As far as I know, the system isn't going...

Sep 2020
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VP/Other Executive

Our current use of the system is very niche. The platform does not support large groups, like...

Sep 2020
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VP/Other Executive

There are some complexities with the ease of use. Amwell has done some important things to protect...

Sep 2020
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Analyst/Coordinator

With the infrastructure we had in place, Amwell Platform wasn't running at full performance. When...

Sep 2020
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Analyst/Coordinator

We have a pretty good relationship with Amwell. I haven't heard about any issues with the training....

Sep 2020
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Analyst/Coordinator

According to the numbers Amwell has shown us, our patient satisfaction rate has been high. It is...

Sep 2020
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Analyst/Coordinator

I actually use the system and have had a good experience with it. There have been a few complaints...

Sep 2020
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Analyst/Coordinator

American Well seems to have integration, but we have yet to experience that integration. We don't...

Sep 2020
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CIO

I use American Well's solution at another organization for third-party eVisits. Somehow, we wound up...

Aug 2020
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VP/Other Executive

We had challenges with Amwell being able to respond to our capacity needs at the beginning of the...

Aug 2020
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Director

Unfortunately, there is no one telehealth solution for everything. For 24/7 minor or convenient care...

Aug 2020
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Director

Amwell kept everybody in the loop with what was occurring during the pandemic and what changes they...

Aug 2020
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Director

Amwell didn’t really train us, but they provided some materials to help my staff train the other...

Aug 2020
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Director

I was very pleased that Amwell held webinars to help providers through the telehealth changes.

Aug 2020
(0)
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VP/Other Executive

Amwell has been responsive to our needs and has been a good partner. We appreciate that Amwell...

Aug 2020
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CMIO

We had a relationship with a Medicare Advantage program that paid for us to have an on-demand...

Jul 2020
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CMIO

The on-demand telehealth platform wasn’t very successful because patients didn’t really know about it....

Jul 2020
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CMIO

Amwell Platform is going to continue to be only for our employees. We are going to consolidate our...

Jul 2020
(0)
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Director

Amwell charges for everything but is showing some flexibility with new options. Time will tell how...

Jul 2020
(0)
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Director

Amwell's product is integrated with our EMR. Everything is done in the EMR, and the Amwell product...

Jul 2020
(0)
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Manager

Amwell Platform is too rigid. The vendor needs to build more customer preferences into the platform,...

Jul 2020
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Manager

Amwell Platform is pretty expensive. Whether the product is part of our long-term plans remains to...

Jul 2020
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Manager

The quality of Amwell's support is actually not too bad. We can use the product to drive tangible...

Jul 2020
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CMO

Amwell Platform is good, and the vendor is trying, but there have been some bumps since the...

Jul 2020
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CMO

We have been asking for a number of features for a long time. Amwell is working to implement those,...

Jul 2020
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CMO

I would like to have Amwell Platform meet the needs of the current environment. The vendor is...

Jul 2020
(0)
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CMO

Amwell has been very supportive and responsive during the COVID-19 crisis.

Jul 2020
(0)
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CMO

We are evaluating whether the system is the best platform for us and is part of our long-term plans....

Jul 2020
(0)
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CMO

Amwell keeps the majority of the promises they make, but we have been waiting for certain feature...

Jul 2020
(0)
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CMO

Amwell's charges have been pretty consistent. They are fair in that regard. The vendor gives us a...

Jul 2020
(0)
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CMO

Amwell gives us good support when we push for it. We have a regular meeting with them to go over...

Jul 2020
(0)
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CMO

One of the representatives knows the product and our needs very well. I call that person all the...

Jul 2020
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CMO

We are a very large health system, and like Amwell, we have had a lot of mergers. We understand...

Jul 2020
(0)
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CMO

When we first started using the tools, we had very limited use cases. Someone told us that we were...

Jul 2020
(0)
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CMO

Amwell's upgrades are mostly fixes, not enhancements. There is really no ongoing training or...

Jul 2020
(0)
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Analyst/Coordinator

We are looking into developing a new cart that we can integrate with our EMR so that we can use the...

Jul 2020
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Analyst/Coordinator

We purchased the carts only with peripherals, so we do have to pay for service agreements for both...

Jul 2020
(0)
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Analyst/Coordinator

American Well doesn’t really provide training. They provide the user guides that are given with the...

Jul 2020
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Analyst/Coordinator

In terms of delivering new technology that meets our needs, I would rate Amwell Platform low, and...

Jul 2020
(0)
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Analyst/Coordinator

For cases where we need all the peripherals, the carts are great. When we need the peripherals to do...

Jul 2020
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Manager

We have a way of doing virtual visits in the product. We can create visits that last from 15 minutes...

Jun 2020
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Manager

The product is good because it really gives us a foothold in the telehealth space and in developing...

Jun 2020
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Manager

Sometimes we are asked by providers why we can’t just use FaceTime or Zoom. I think our main answer...

Jun 2020
(0)
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Manager

Something goes wrong with 10%–15% of our virtual visits. We have a staff help desk to help people...

Jun 2020
(0)
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Manager

The product is part of our long-term plans right now. We don’t feel like we have the in-house...

Jun 2020
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Manager

I think the vendor has been good about not charging for every little thing, but there are additional...

Jun 2020
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Manager

There are some issues with the ease of use of the system. But I expect that a year from now, we will...

Jun 2020
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Physician

We went live with Amwell Platform recently. We had the system for a while, but we never turned it...

Jun 2020
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Physician

I have really liked the telephone and televideo capabilities with Amwell Platform. We have smart...

Jun 2020
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Director

With the American Well product, it was incredibly hard to get people signed up and to keep people's...

Jun 2020
(0)
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Director

The vendor wasn't prepared for the magnitude of requests that were put on their system. The platform...

Jun 2020
(0)
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Director

Amwell just didn't bring anything new in terms of technology. They tried with the implementation,...

Jun 2020
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Director

In terms of executive involvement, we never got that high. We just had the 800 number, which...

Jun 2020
(0)
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VP/Other Executive

Our struggles are not all Amwell’s fault because we took a square peg and jammed it into a round...

May 2020
(0)
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VP/Other Executive

Things are up in the air in terms of Amwell being part of our long-term plans. The product doesn’t...

May 2020
(0)
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VP/Other Executive

Amwell has lovely people. I have a wonderful account manager. Nickel-and-diming has not been an...

May 2020
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VP/Other Executive

The administrative user manual, which tells people how to do things in the system, has not been...

May 2020
(0)
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VP/Other Executive

Amwell has struggled with figuring out why things have and haven't worked when they have done...

May 2020
(0)
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VP/Other Executive

We have been told that the product works certain ways and that we can do certain things. When we go...

May 2020
(0)
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VP/Other Executive

We have gaps in the integration because of the way we use the model. It doesn’t work well to...

May 2020
(0)
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VP/Other Executive

We have taken some product enhancements that have actually hurt us and that we didn’t want to take....

May 2020
(0)
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VP/Other Executive

For certain use cases, I would absolutely recommend Amwell. For others, I wouldn’t. The platform is...

May 2020
(0)
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VP/Other Executive

We have struggled with the vendor's support because they were giving patients wrong answers all the...

May 2020
(0)
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VP/Other Executive

Amwell strives to keep all their promises, but there are obviously some promises that they can't...

May 2020
(0)
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VP/Other Executive

The executives are very responsive, collaborative, and easy to work with. They have an aligned...

May 2020
(0)
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VP/Other Executive

I think Amwell is going to struggle dealing with COVID-19 and coming out of COVID-19.

May 2020
(0)
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CMIO

We have spent a lot of effort on telehealth. We were primarily aligned with Amwell, and that turned...

May 2020
(0)
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CMIO

Interoperability with our enterprise system was a challenge. Amwell had two main platforms. There...

May 2020
(0)
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CMIO

The vendor seems to be dying. It has been a real challenge for them to deliver new technology. There...

May 2020
(0)
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CMIO

We didn't wind up spending much money with the vendor. We got some value from their products.

May 2020
(0)
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Manager

There are scenarios in which things don't work out perfectly. But Amwell absolutely tries to keep...

May 2020
(0)
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Manager

Amwell avoids charging for every little thing. I have actually been impressed; we built a good...

May 2020
(0)
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Manager

Amwell has been really good about supporting our integration goals. That is one reason why we have...

May 2020
(0)
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Manager

I would have given the system a high rating for ease of use before COVID-19. Some of the integration...

May 2020
(0)
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Manager

Amwell is not perfect, but they certainly have supported us during the COVID-19 crisis. Compared to...

May 2020
(0)
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Manager

I have been very impressed with the executive involvement. In the last month, I have had a couple of...

May 2020
(0)
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Manager

I predict that we will continue to be satisfied with the system. Amwell is going to commit to...

May 2020
(0)
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