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User Commentary

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Director

We have a very strong relationship with Amwell. We have frequent touchpoints with our sales account...

Oct 2021
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Director

We are moving forward with full integration with our EMR, and we are using Amwell Platform in...

Oct 2021
||
(0)
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Director

The process to onboard one provider in Amwell Platform takes 15 minutes. That is not a long time,...

Oct 2021
||
(0)
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Director

Amwell had a couple of technical glitches when their volumes went up a lot in a week, and those...

Oct 2021
||
(0)
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Director

Amwell’s product road map has changed a lot in the last couple of years because of the pandemic, so...

Oct 2021
||
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Director

Early next year, Amwell’s new platform called Converge is being released. Prior to the pandemic,...

Oct 2021
||
(0)
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Director

When someone goes to the doctor, the MA goes through their medications and allergies and might have...

Oct 2021
||
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Director

Amwell had a service that they were ready to launch before COVID-19 that was very exciting, but they...

Oct 2021
||
(0)
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Director

Amwell has a process where there is a waiting room that the patient comes into, but there is no...

Oct 2021
||
(0)
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Director

Amwell nickel-and-dimes for each piece. Every facility has a different surcharge, and a provider in...

Oct 2021
||
(0)
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Director

Amwell's support is a hot mess. The people are reactionary. When I open a ticket, it takes them days...

Oct 2021
||
(0)
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Director

Amwell is mediocre. They have struggled with scaling. The world is moving fast for folks, and the...

Oct 2021
||
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Director

Amwell is okay in terms of doing multiparty consultations, but they are still a little clunky. Some...

Oct 2021
||
(0)
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Director

In the future, I anticipate that we will replace Amwell's system. It has allowed us to have a...

Oct 2021
||
(0)
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Director

The big downside of Amwell Platform is that it is expensive. When we want to add on other things,...

Oct 2021
||
(0)
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Director

If someone wants to get into virtual care and does not want to have a large contingent of providers...

Oct 2021
||
(0)
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Director

There are still some issues with the product. Recently, I got negative feedback from someone who...

Oct 2021
||
(0)
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Director

There are some challenges with the product from an administrative perspective, such as the speed...

Oct 2021
||
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Director

Anytime we have an implementation, I think that there is more to be done. But one thing that I felt...

Oct 2021
||
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Director

We were able to perform well when it came to telehealth. Obviously, Amwell was part of that. During...

Oct 2021
||
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Director

The strength of the vendor is that they are anticipating where the market is going and then going...

Oct 2021
||
(0)
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Director

Amwell Platform doesn’t cross over with our EMR, so when I am meeting with a patient, I have to put...

Sep 2021
||
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Director

Our kiosk sometimes doesn't work as well as it could. There have been a few times when the sound...

Sep 2021
||
(0)
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Director

Amwell Platform is easy to use, friendly, and intuitive. It is not perfect yet, but it is pretty...

Sep 2021
||
(0)
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Director

We have really boosted our telehealth program; it has really done well during the pandemic. The...

Sep 2021
||
(0)
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Director

Most patients can get on the system very easily. It is intuitive. Physicians can do their notes...

Sep 2021
||
(0)
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Manager

Most people love Amwell Platform. Busy parents with busy kids don't want to sit in a doctor's...

Sep 2021
||
(0)
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Manager

For Amwell Platform, the patients put in all their information, and the medication information stays...

Sep 2021
||
(0)
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Manager

Some of the doctors were not used to technology, but once they really got into the system, they were...

Sep 2021
||
(0)
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Manager

When we had those high spikes with COVID-19, the wait time for some people was about 10 hours. From...

Sep 2021
||
(0)
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Manager

We are going to move away from Amwell, and that decision was truly just a matter of money. We had a...

Sep 2021
||
(0)
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Manager

With the price, everything was fully disclosed. If Amwell set up a practice for us, they would...

Sep 2021
||
(0)
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Manager

Sometimes Amwell took a while to answer back. But when they did, they always had a great answer and...

Sep 2021
||
(0)
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Physician

Amwell charges us for every little thing. They are always trying to get us to buy something new.

Sep 2021
||
(0)
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Physician

When we were looking for a new vendor, Amwell was the market leader best able to integrate with our...

Sep 2021
||
(0)
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Physician

The product is integrated into our workflow. When someone is scheduled for a video visit, I can...

Sep 2021
||
(0)
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Physician

Since engaging with Amwell Platform, we have been able to do more telehealth visits. Those visits...

Sep 2021
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(0)
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Physician

Amwell could do a better job of supporting Android devices. They could compress the solution's video...

Sep 2021
||
(0)
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Manager

I like where Amwell is headed. They are merging all of their services into one platform. Right now,...

Sep 2021
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(0)
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Manager

My go-to person at Amwell is very attentive, timely, helpful, and detailed. They are very open when...

Sep 2021
||
(0)
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Manager

Amwell's timeline for integrating peripherals needs to be sped up. I also wish that the vendor would...

Sep 2021
||
(0)
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Manager

Amwell has poor reporting and poor virtual health management tools. I wish that the vendor would...

Sep 2021
||
(0)
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Manager

Amwell is an app-based solution. The feedback that we get from users is that they would prefer for...

Sep 2021
||
(0)
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Manager

Amwell's hardware pricing is really, really high. I am not always sure what we are paying for. I...

Sep 2021
||
(0)
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CMO

We are looking forward to the capabilities and functionalities with Converge, particularly with...

Aug 2021
||
(0)
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CMO

I would like to stay with Amwell, but the issue is more of what it is going to cost from a...

Aug 2021
||
(0)
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Director

I would buy Amwell Platform again. This year, we took a step back and asked whether we wanted to...

Aug 2021
||
(0)
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Director

Amwell keeps their promises. They have really grown the product with us over the years, and that...

Aug 2021
||
(0)
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Director

Anytime I express any concern about Amwell not being where we are going, I know that I will have...

Aug 2021
||
(0)
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Director

The system probably supports my integration goals. It could be better, but that is the lowest item...

Aug 2021
||
(0)
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Director

We once asked for something because we are trying to get the most cost-effective thing out there....

Aug 2021
||
(0)
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Director

Amwell’s customer service is probably the best in the industry. We have been working with the same...

Aug 2021
||
(0)
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VP/Other Executive

We are moving away from Amwell Platform because we want to consolidate the number of different...

Aug 2021
||
(0)
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VP/Other Executive

Amwell Platform is simple to use. However, we have had a lot of challenges with the system's...

Aug 2021
||
(0)
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VP/Other Executive

Our physicians are happy that they can work remotely. The product has helped us to see more patients...

Aug 2021
||
(0)
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Manager

We are currently using Amwell Platform primarily for inpatient use cases. Our plan was originally to...

Aug 2021
||
(0)
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Manager

Only one of the use cases in Amwell Platform is patient facing, and that connection method involves...

Aug 2021
||
(0)
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Manager

Amwell has a portal that we can launch patient visits out of, and that requires a slightly different...

Aug 2021
||
(0)
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Manager

Our administrative staff is using Amwell Platform more in terms of pulling reporting and data from...

Aug 2021
||
(0)
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VP/Other Executive

Amwell doesn’t always keep their promises in terms of the timing of delivery. They can promote all...

Aug 2021
||
(0)
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VP/Other Executive

Amwell offered some really unique things through COVID-19. They went above and beyond.

Aug 2021
||
(0)
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VP/Other Executive

I would like to see Amwell Platform have more seamless integration with our EMR. If the integration...

Aug 2021
||
(0)
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VP/Other Executive

Amwell needs to understand how the product affects workflow. If the workflow is clunky or...

Aug 2021
||
(0)
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VP/Other Executive

We didn't pay for Amwell’s high-level service package, so our support is low. We didn't buy the...

Aug 2021
||
(0)
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VP/Other Executive

Our providers use the full Amwell Platform, but they do not document in it. We are trying to make...

Aug 2021
||
(0)
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VP/Other Executive

Amwell charges for a lot of things, but that is all within the contract. There are not any surprises....

Aug 2021
||
(0)
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VP/Other Executive

We have been so impressed with the Amwell partnership. They listen and respond. We had issues during...

Aug 2021
||
(0)
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VP/Other Executive

Amwell has a full reporting team, so if we have issues, we just ask that team. The vendor puts...

Aug 2021
||
(0)
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VP/Other Executive

Amwell Platform works, but the problem is that on the patient side, it may not work because the...

Aug 2021
||
(0)
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VP/Other Executive

Amwell has improved their product. In the past several years, it has gotten easier to use. It meets...

Aug 2021
||
(0)
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VP/Other Executive

Amwell is watching what is going on in the competition, and they are really watching the market. I...

Aug 2021
||
(0)
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Director

During the pandemic, when everybody went online, Amwell took some opportunities that didn't work out...

Aug 2021
||
(0)
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Director

Amwell's support hasn't worked very well in the past. They weren't able to keep up with all of the...

Aug 2021
||
(0)
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Director

Earlier, it seemed like we were always waiting for the vendor to push something, upgrade something,...

Aug 2021
||
(0)
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Director

Some of our patients had a hard time with Amwell Platform. They weren't sure how to get in and out...

Aug 2021
||
(0)
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Director

Some of our clinicians felt very comfortable with the system. However, if they didn't use it a lot,...

Aug 2021
||
(0)
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Director

The appearance of the product's reporting still needs work. It is hard for us to get the data that...

Aug 2021
||
(0)
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Director

With the system, our patients could have a visit anywhere, like out in their car. Our providers...

Aug 2021
||
(0)
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Director

When we first started with the vendor, they didn't have a lot of workflows, documentation policies,...

Aug 2021
||
(0)
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Director

Amwell is good about keeping their promises, but they are slow. We tried to do peripherals with...

Aug 2021
||
(0)
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Director

Amwell charges quite a bit. Now, they have changed their structure and will nickel-and-dime their...

Aug 2021
||
(0)
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 or  to see details.

Director

We have had a lot of issues with integrating the solution. We needed something specific that we...

Aug 2021
||
(0)
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Manager

Overall, we have a strong relationship with Amwell. We are doubling down and moving away from our...

Jul 2021
||
(0)
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Manager

The vendor's video platform wasn't consumer friendly before the COVID-19 pandemic. We had to...

Jul 2021
||
(0)
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Manager

The on-demand side of Amwell Platform seems to be pretty bulletproof. The installations of all of...

Jul 2021
||
(0)
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Manager

We have to do a lot of training ourselves. Our physicians are the end users who experience the...

Jul 2021
||
(0)
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Manager

The vendor's support was horrible during the pandemic. Things have stepped up since then. AV is a...

Jul 2021
||
(0)
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VP/Other Executive

Amwell needs to have a development environment so that they can test things before pushing those...

Jul 2021
||
(0)
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VP/Other Executive

Amwell Platform is too temperamental. It does things like going into sleep mode for no reason at...

Jul 2021
||
(0)
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VP/Other Executive

I would like Amwell to connect their system to other billing systems more easily. We don't want to...

Jul 2021
||
(0)
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VP/Other Executive

Generally, there is a lot of work on our side to make tangible outcomes happen in Amwell Platform.

Jul 2021
||
(0)
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Manager

Amwell Platform's reporting is limited. That is a huge problem. We can only run reports for 31 days...

Jul 2021
||
(0)
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Manager

Amwell has been very responsive. Some things take a while though. If we take the pandemic into...

Jul 2021
||
(0)
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Manager

The vendor's executives will get involved when there is a fire, but that is really the only time...

Jul 2021
||
(0)
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Manager

Amwell keeps the majority of their promises, but they take longer to keep some promises than others....

Jul 2021
||
(0)
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VP/Other Executive

I am not sure whether we would buy Amwell Platform again. We have added value to the system through...

Jul 2021
||
(0)
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VP/Other Executive

Amwell needs to have more support and respond faster when things aren't working. The support people...

Jul 2021
||
(0)
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VP/Other Executive

The service isn't really proactive. Amwell doesn't give us a lot of notice when they are doing...

Jul 2021
||
(0)
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Manager

Amwell has really worked with us. Their upgrades have caused issues in the past, and they have...

Jul 2021
||
(0)
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Manager

The system is truly simple. The vendor has a provider and caregiver focus. When we first started...

Jul 2021
||
(0)
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Manager

I would like it if Amwell could provide us with better information on our region's expected...

Jul 2021
||
(0)
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Manager

When we were initially looking at Amwell's platform, we did some financial analysis and...

Jul 2021
||
(0)
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Manager

We have renegotiated a contract with the vendor. We have even taken out some small nickel-and-diming...

Jul 2021
||
(0)
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Manager

A while ago, we had some issues with the solution going down. We ran into some technical problems...

Jul 2021
||
(0)
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Manager

We have requested some functionality from Amwell. We really wanted to use the platform for a...

Jul 2021
||
(0)
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Manager

I would like to see some tweaks to the way that the platform is configured. I want to be able to...

Jul 2021
||
(0)
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Manager

Amwell has partnered with us on strategy. They offer a variety of services, and they point us in the...

Jul 2021
||
(0)
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Manager

We use another vendor for our EMR, and we have been focused on making the integration between Amwell...

Jul 2021
||
(0)
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Director

Amwell will be part of our long-term plans if they can get it together, but they have some work to do....

Jul 2021
||
(0)
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 or  to see details.

Director

Amwell Platform is probably the most versatile enterprise-grade platform that I know of. It can be...

Jul 2021
||
(0)
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Director

One of the biggest issues with Amwell Platform is the reporting, it needs to be fixed. It is...

Jul 2021
||
(0)
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Manager

If I were starting over, I would absolutely go to RFP again and see what else is out there. If...

Jun 2021
||
(0)
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Manager

Amwell is definitely part of our midterm plans. They are on a short leash. We have been a long-time...

Jun 2021
||
(0)
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 or  to see details.

Manager

Amwell is not good at delivering on projects. Before we had a close relationship with our EMR vendor...

Jun 2021
||
(0)
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 or  to see details.

Manager

Amwell's home platform is atrocious to integrate with. The home platform is okay at what it is...

Jun 2021
||
(0)
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Manager

The Amwell platform does what they say it will do. I have a hard time rating the ease of use because...

Jun 2021
||
(0)
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Manager

Amwell launched a new virtual care platform called Converge. Only Amwell could manage to deliver a...

Jun 2021
||
(0)
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 or  to see details.

Manager

Amwell's support is terrible. Fundamentally, Amwell is a conglomeration of companies. We were strong...

Jun 2021
||
(0)
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Manager

In terms of network connectivity, Amwell proactively tells us when things are changing. However,...

Jun 2021
||
(0)
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Manager

Amwell means well, but they can't drive outcomes for us. We struggle to receive our money's worth...

Jun 2021
||
(0)
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 or  to see details.

Director

We moved to a new product with Amwell that allows us to use the one-click solution as well. We are...

Jun 2021
||
(0)
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Director

Amwell is very good in terms of new products. Obviously, new products and modules mean extra revenue...

Jun 2021
||
(0)
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Manager

Being early to the market was definitely an advantage for us. Amwell’s on-demand platform has...

Jun 2021
||
(0)
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 or  to see details.

Manager

Amwell has a good account management program. We have frequent calls. They are very responsive. That...

Jun 2021
||
(0)
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Manager

Amwell needs to improve the administrative back end. It is very clunky and is not efficient at all....

Jun 2021
||
(0)
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Manager

I would rate receiving our money’s worth pretty high because I saw the cost of a wound care...

Jun 2021
||
(0)
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Manager

Amwell Platform has done well. Our CMIO spent years trying to convince our organization that...

Jun 2021
||
(0)
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CMO

We use Amwell Platform to get patients to the right level of care at the right time. Providers can...

May 2021
||
(0)
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CMO

We have another telehealth program in addition to Amwell Platform. In a perfect world, we wouldn't...

May 2021
||
(0)
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Manager

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

May 2021
||
(0)
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 or  to see details.

Manager

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

May 2021
||
(0)
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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
||
(0)
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Manager

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

May 2021
||
(0)
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CMIO

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

May 2021
||
(0)
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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
||
(0)
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Director

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

May 2021
||
(0)
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Director

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

May 2021
||
(0)
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 or  to see details.

Director

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

May 2021
||
(0)
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Director

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

May 2021
||
(0)
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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
||
(0)
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Director

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

May 2021
||
(0)
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Director

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

May 2021
||
(0)
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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
||
(0)
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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
||
(0)
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 or  to see details.

VP/Other Executive

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

May 2021
||
(0)
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 or  to see details.

VP/Other Executive

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

May 2021
||
(0)
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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
||
(0)
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Manager

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

Apr 2021
||
(0)
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Director

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

Feb 2021
||
(0)
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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
||
(0)
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 or  to see details.

Director

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

Feb 2021
||
(0)
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 or  to see details.

Director

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

Feb 2021
||
(0)
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Director

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

Feb 2021
||
(0)
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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
||
(0)
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 or  to see details.

Director

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

Feb 2021
||
(0)
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 or  to see details.

Director

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

Feb 2021
||
(0)
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 or  to see details.

Director

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

Feb 2021
||
(0)
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 or  to see details.

Director

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

Feb 2021
||
(0)
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 or  to see details.

Director

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

Feb 2021
||
(0)
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 or  to see details.

Director

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

Feb 2021
||
(0)
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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
||
(0)
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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
||
(0)
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 or  to see details.

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
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

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

Jan 2021
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

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

Jan 2021
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

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

Jan 2021
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

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

Jan 2021
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

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

Jan 2021
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

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

Jan 2021
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

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

Jan 2021
||
(0)
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CMIO

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

Jan 2021
||
(0)
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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
||
(0)
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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
||
(0)
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 or  to see details.

Manager

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

Nov 2020
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

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

Nov 2020
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

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

Nov 2020
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

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

Nov 2020
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

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

Nov 2020
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

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

Nov 2020
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

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

Nov 2020
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

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

Nov 2020
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

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

Oct 2020
||
(0)
 Thank you  Helpful

 or  to see details.

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
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

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

Oct 2020
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

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

Oct 2020
||
(0)
 Thank you  Helpful

 or  to see details.

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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 or  to see details.

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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