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Amwell Platform
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Schafer Jackson
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KLAS Research Director - Schafer Jackson
 
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User Commentary

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ROI / Cost (care and feeding)

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

Nov 2022
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VP/Other Executive

Relationship

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

Nov 2022
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VP/Other Executive

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

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

Nov 2022
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VP/Other Executive

Future Outlook

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

Nov 2022
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VP/Other Executive

Other Observations & Comments

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

Nov 2022
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VP/Other Executive

ROI / Cost (care and feeding)

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

Nov 2022
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Manager

Functionality and Upgrades

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

Nov 2022
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Manager

Implementation and Training

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

Nov 2022
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Manager

Other Observations & Comments

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

Nov 2022
||
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Manager

Functionality and Upgrades

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

Nov 2022
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Manager

Service and Support

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

Nov 2022
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Manager

Relationship

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

Nov 2022
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VP/Other Executive

Functionality and Upgrades

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

Nov 2022
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VP/Other Executive

Other Observations & Comments

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

Nov 2022
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VP/Other Executive

Interfacing and Integration

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

Nov 2022
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VP/Other Executive

Relationship

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

Nov 2022
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VP/Other Executive

ROI / Cost (care and feeding)

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

Nov 2022
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VP/Other Executive

ROI / Cost (care and feeding)

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

Nov 2022
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VP/Other Executive

Functionality and Upgrades

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

Nov 2022
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VP/Other Executive

Technology

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

Nov 2022
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VP/Other Executive

Functionality and Upgrades

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

Nov 2022
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VP/Other Executive

Other Observations & Comments

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

Nov 2022
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Director

Functionality and Upgrades

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

Nov 2022
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Director

Service and Support

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

Nov 2022
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Director

Other Observations & Comments

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

Nov 2022
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Director

Other Observations & Comments

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

Nov 2022
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Director

ROI / Cost (care and feeding)

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

Nov 2022
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VP/Other Executive

Relationship

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

Nov 2022
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VP/Other Executive

Future Outlook

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

Nov 2022
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VP/Other Executive

ROI / Cost (care and feeding)

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

Nov 2022
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VP/Other Executive

Lessons Learned

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

Nov 2022
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VP/Other Executive

Other Observations & Comments

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

Nov 2022
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Manager

Interfacing and Integration

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

Oct 2022
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Manager

Technology

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

Oct 2022
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Manager

Other Observations & Comments

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

Oct 2022
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Manager

Service and Support

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

Oct 2022
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Manager

Functionality and Upgrades

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

Oct 2022
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Manager

Other Observations & Comments

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

Oct 2022
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Director

Other Observations & Comments

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

Oct 2022
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Director

Interfacing and Integration

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

Oct 2022
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Director

Technology

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

Oct 2022
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Director

Technology

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

Oct 2022
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Director

Relationship

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

Oct 2022
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Director

Functionality and Upgrades

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

Oct 2022
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Director

Service and Support

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

Oct 2022
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Director

Technology

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

Oct 2022
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Manager

Functionality and Upgrades

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

Oct 2022
||
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Manager

Interfacing and Integration

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

Oct 2022
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Manager

Service and Support

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

Oct 2022
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Manager

Implementation and Training

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

Oct 2022
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Manager

Technology

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

Oct 2022
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Manager

Future Outlook

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

Oct 2022
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Manager

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

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

Oct 2022
||
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VP/Other Executive

Interfacing and Integration

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

Oct 2022
||
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VP/Other Executive

Functionality and Upgrades

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

Oct 2022
||
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Director

ROI / Cost (care and feeding)

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

Oct 2022
||
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Director

Functionality and Upgrades

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

Oct 2022
||
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Director

Functionality and Upgrades

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

Oct 2022
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Director

Service and Support

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

Oct 2022
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Director

Other Observations & Comments

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

Oct 2022
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Director

Functionality and Upgrades

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

Oct 2022
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Director

Interfacing and Integration

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

Oct 2022
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Director

Functionality and Upgrades

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

Oct 2022
||
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Director

Service and Support

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

Oct 2022
||
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Manager

ROI / Cost (care and feeding)

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

Sep 2022
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Manager

ROI / Cost (care and feeding)

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

Sep 2022
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Manager

Implementation and Training

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

Sep 2022
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Manager

Service and Support

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

Sep 2022
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Manager

Functionality and Upgrades

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

Sep 2022
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Manager

Technology

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

Sep 2022
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Manager

Technology

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

Sep 2022
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VP/Other Executive

Functionality and Upgrades

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

Sep 2022
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VP/Other Executive

Service and Support

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

Sep 2022
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VP/Other Executive

Functionality and Upgrades

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

Sep 2022
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VP/Other Executive

Interfacing and Integration

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

Sep 2022
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Manager

Relationship

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

Sep 2022
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Manager

Relationship

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

Sep 2022
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Manager

Functionality and Upgrades

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

Sep 2022
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Manager

Functionality and Upgrades

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

Sep 2022
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Manager

Service and Support

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

Sep 2022
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Manager

Implementation and Training

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

Sep 2022
||
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Director

Functionality and Upgrades

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

Sep 2022
||
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Director

Interfacing and Integration

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

Sep 2022
||
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Director

Technology

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

Sep 2022
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Director

Service and Support

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

Sep 2022
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Director

Future Outlook

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

Sep 2022
||
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Manager

Future Outlook

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

Sep 2022
||
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Manager

Functionality and Upgrades

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

Sep 2022
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Manager

Functionality and Upgrades

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

Sep 2022
||
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Manager

Relationship

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

Sep 2022
||
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Manager

Relationship

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

Sep 2022
||
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Manager

Functionality and Upgrades

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

Sep 2022
||
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Manager

Implementation and Training

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

Sep 2022
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Manager

Relationship

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

Sep 2022
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Manager

Relationship

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

Sep 2022
||
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Manager

Service and Support

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

Sep 2022
||
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Manager

Service and Support

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

Sep 2022
||
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Manager

Relationship

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

Sep 2022
||
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Director

Functionality and Upgrades

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

Sep 2022
||
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Director

Interfacing and Integration

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

Sep 2022
||
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Director

Relationship

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

Sep 2022
||
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Director

ROI / Cost (care and feeding)

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

Sep 2022
||
(0)
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Director

Relationship

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

Sep 2022
||
(0)
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Director

Implementation and Training

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

Sep 2022
||
(0)
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Director

Functionality and Upgrades

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

Sep 2022
||
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Director

Service and Support

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

Sep 2022
||
(0)
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Director

Service and Support

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

Sep 2022
||
(0)
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Director

Functionality and Upgrades

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

Sep 2022
||
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Director

Functionality and Upgrades

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

Sep 2022
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Director

Technology

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

Sep 2022
||
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Manager

Interfacing and Integration

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

Sep 2022
||
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Manager

Other Observations & Comments

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

Sep 2022
||
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Analyst/Coordinator

ROI / Cost (care and feeding)

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

Sep 2022
||
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Analyst/Coordinator

Technology

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

Sep 2022
||
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Director

Relationship

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

Sep 2022
||
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Director

Service and Support

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

Sep 2022
||
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Director

Service and Support

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

Sep 2022
||
(0)
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Manager

Functionality and Upgrades

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

Sep 2022
||
(0)
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Manager

Relationship

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

Sep 2022
||
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Manager

ROI / Cost (care and feeding)

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

Sep 2022
||
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Director

Future Outlook

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

Sep 2022
||
(0)
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Director

Interfacing and Integration

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

Sep 2022
||
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Director

Other Observations & Comments

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

Sep 2022
||
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Analyst/Coordinator

ROI / Cost (care and feeding)

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

Sep 2022
||
(0)
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Analyst/Coordinator

Implementation and Training

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

Sep 2022
||
(0)
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Analyst/Coordinator

Service and Support

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

Sep 2022
||
(0)
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Analyst/Coordinator

Relationship

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

Sep 2022
||
(0)
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Analyst/Coordinator

Functionality and Upgrades

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

Sep 2022
||
(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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 or  to see details.

Director

Other Observations & Comments

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

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

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

Sep 2022
||
(0)
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Director

Technology

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

Sep 2022
||
(0)
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 or  to see details.

Director

ROI / Cost (care and feeding)

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

Sep 2022
||
(0)
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 or  to see details.

Director

Service and Support

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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 or  to see details.

Director

Implementation and Training

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

Sep 2022
||
(0)
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 or  to see details.

Director

Functionality and Upgrades

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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 or  to see details.

Manager

Other Observations & Comments

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

Sep 2022
||
(0)
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 or  to see details.

Manager

Functionality and Upgrades

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

Sep 2022
||
(0)
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 or  to see details.

Manager

Service and Support

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

Sep 2022
||
(0)
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 or  to see details.

Manager

ROI / Cost (care and feeding)

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

Sep 2022
||
(0)
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Manager

Sales and Contracting

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

Sep 2022
||
(0)
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CMIO

Functionality and Upgrades

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

Sep 2022
||
(0)
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CMIO

Technology

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

Sep 2022
||
(0)
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 or  to see details.

CMIO

ROI / Cost (care and feeding)

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

Sep 2022
||
(0)
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 or  to see details.

Director

Service and Support

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

Sep 2022
||
(0)
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Director

Lessons Learned

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

Sep 2022
||
(0)
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 or  to see details.

Director

Implementation and Training

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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 or  to see details.

Director

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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 or  to see details.

Director

ROI / Cost (care and feeding)

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

Sep 2022
||
(0)
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 or  to see details.

Director

Functionality and Upgrades

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

Sep 2022
||
(0)
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 or  to see details.

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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 or  to see details.

Director

Functionality and Upgrades

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

Aug 2022
||
(0)
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 or  to see details.

Director

Lessons Learned

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

Aug 2022
||
(0)
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 or  to see details.

Director

Technology

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

Aug 2022
||
(0)
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 or  to see details.

Director

ROI / Cost (care and feeding)

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

Aug 2022
||
(0)
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 or  to see details.

Director

Relationship

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

Aug 2022
||
(0)
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 or  to see details.

Director

Service and Support

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

Aug 2022
||
(0)
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 or  to see details.

Director

Relationship

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

Aug 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Interfacing and Integration

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

Aug 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Service and Support

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

Aug 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Director

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

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

Aug 2022
||
(0)
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 or  to see details.

Manager

Implementation and Training

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

Aug 2022
||
(0)
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Manager

Functionality and Upgrades

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

Aug 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Functionality and Upgrades

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

Aug 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Service and Support

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

Aug 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Service and Support

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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 or  to see details.

Manager

Relationship

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

Aug 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Future Outlook

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

Aug 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Implementation and Training

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

Aug 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Service and Support

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

Aug 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Relationship

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

Jul 2022
||
(0)
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 or  to see details.

Analyst/Coordinator

Service and Support

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

Jul 2022
||
(0)
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 or  to see details.

Analyst/Coordinator

Implementation and Training

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

Jul 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Technology

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

Jul 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Functionality and Upgrades

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

Jul 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Implementation and Training

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

Jul 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

ROI / Cost (care and feeding)

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

Jul 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Sales and Contracting

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

Jul 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Other Observations & Comments

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

Jul 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Functionality and Upgrades

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

Jul 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Functionality and Upgrades

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

Jul 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Other Observations & Comments

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

Jul 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Relationship

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

Jul 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Lessons Learned

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

Jul 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Service and Support

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

Jul 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Functionality and Upgrades

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

Jun 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

ROI / Cost (care and feeding)

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

Jun 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Future Outlook

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

Jun 2022
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Implementation and Training

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

Jun 2022
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Interfacing and Integration

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

Jun 2022
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Technology

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

Jun 2022
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Future Outlook

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

Jun 2022
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship

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

Jun 2022
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Functionality and Upgrades

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

Jun 2022
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Lessons Learned

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

Jun 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Technology

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

Jun 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship

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

Jun 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Implementation and Training

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

Jun 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship

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

Jun 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship

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

Jun 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Technology

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

Jun 2022
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Functionality and Upgrades

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

Apr 2022
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Future Outlook

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

Apr 2022
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

ROI / Cost (care and feeding)

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

Apr 2022
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Functionality and Upgrades

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

Apr 2022
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Functionality and Upgrades

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

Apr 2022
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Functionality and Upgrades

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

Apr 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship

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

Mar 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Functionality and Upgrades

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

Mar 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Director

ROI / Cost (care and feeding)

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

Mar 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Director

ROI / Cost (care and feeding)

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Future Outlook

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Implementation and Training

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Technology

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Other Observations & Comments

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Lessons Learned

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Future Outlook

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Functionality and Upgrades

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Service and Support

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Interfacing and Integration

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

ROI / Cost (care and feeding)

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Implementation and Training

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Technology

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Functionality and Upgrades

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Service and Support

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Sales and Contracting

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Interfacing and Integration

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Technology

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Service and Support

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Director

ROI / Cost (care and feeding)

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Interfacing and Integration

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Functionality and Upgrades

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

ROI / Cost (care and feeding)

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Service and Support

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Functionality and Upgrades

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Functionality and Upgrades

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Future Outlook

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Other Observations & Comments

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

CMIO

Functionality and Upgrades

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Functionality and Upgrades

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

Dec 2021
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Functionality and Upgrades

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

Dec 2021
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Service and Support

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

Dec 2021
||
(0)
 Thank you  Helpful

 or  to see details.

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eTech Insight – Telehealth Continues to Advance in High-Risk Market
25 August 20    |   Mike Davis
COVID-19 has forever changed primary healthcare delivery. To survive financially, physicians have had to quickly learn and implement telehealth solutions.
Article
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Navigating the Telehealth Frontier
21 August 20    |   Jeremy Goff and Jonathan Christensen
In March, healthcare providers around the world found themselves dealing with a unique set of circumstances. Patients with COVID-19 needed to be cared for, but leaving their houses meant exposing othe
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Performance
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Telehealth Ecosystem 2021
20 May 21    |   Adam Cherrington and Ciera Walker
The COVID-19 pandemic greatly accelerated healthcare delivery organizations’ adoption of telehealth and virtual care technologies. As these organizations scrambled to meet the immediate demand, they quickly implemented solutions that often required few resources and met focused needs. At the same time, vendors quickly pivoted to either develop dedicated telehealth products or add telehealth capabilities to existing offerings, creating a sea of options. This study, along with additional deep-dive content on KLAS’ website , shows which vendors report the broadest telehealth capabilities and aims to help organizations navigate different options as they look to consolidate systems and define their long-term telehealth strategy. For reader ease, links to relevant online content are provided where applicable. Note that the vendor-capability data in this report is based on vendor-reported information.
Flash Insights
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Amwell
04 December 20    |   Adam Cherrington and Sam Eaquinto
In August of 2020, Google Cloud announced plans to invest $100 million into Amwell, forming a strategic partnership with plans to scale the Amwell telehealth platform. Following this investment, Amwell made their public debut on the New York Stock Exchange in September. This KLAS Flash Insights report will explore Amwell customers’ reactions to these events and perceptions about the future impact.



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