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Amwell Solutions Commentary
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Schafer Jackson
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User Commentary

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Director

Operations

Amwell has made some changes that have impacted some of our interfaces, but for the most part, they...

Sep 2024
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Director

Operations

Amwell’s training is just fine. It is not terrible, but it is not great. We haven't had a huge need...

Sep 2024
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Director

Loyalty, Product

Amwell is trying to do away with Amwell Solutions and have everybody move over to Converge, and that...

Sep 2024
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Director

Product

We as an organization grapple with figuring out how robust of a system we need. We haven’t decided...

Sep 2024
||
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Director

Product

We can’t tell whether the issues we have with patients logging in and connecting to a video visit...

Sep 2024
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Director

Relationship

Amwell’s support team doesn't really understand their product, but I don't ask much of them anymore...

Sep 2024
||
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Director

Relationship, Product

Amwell does not keep their promises on the overall performance of the platform, the development of...

Sep 2024
||
(0)
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Director

Culture

Amwell Solutions does what I expect it to do at this point, but it doesn't really do what I would...

Sep 2024
||
(0)
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Director

Loyalty

Amwell’s vision and my vision don't align at all, and Amwell Solutions is not part of our long-term...

Sep 2024
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Director

Product, Value

Amwell Solutions is not an integrated solution, and the cost and complexity of integrating it are...

Sep 2024
||
(0)
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VP/Other Executive

Culture, Relationship

For the most part, Amwell keeps all of their promises. In general, my experience with technology...

Aug 2024
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VP/Other Executive

Product

From a platform perspective, some things that would be nice to have with Amwell Solutions would be...

Aug 2024
||
(0)
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VP/Other Executive

Value

With Amwell, they don't always avoid charging for every little thing. New features and capabilities...

Aug 2024
||
(0)
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VP/Other Executive

Loyalty, Value

I would recommend Amwell Solutions with a caveat. I think people could get more value out of...

Aug 2024
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(0)
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VP/Other Executive

Product

I think that Amwell's biggest strength is their hardware ecosystem. While it is a closed ecosystem,...

Aug 2024
||
(0)
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Manager

Relationship, Product

We have extremely low utilization with Amwell Solutions, and I don't know that I can pinpoint...

Jul 2024
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Manager

Relationship

In my day-to-day work, I work with a lot of vendors, and from a relationship-management or...

Jul 2024
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Manager

Value

From a price standpoint, we pay Amwell more than we pay another vendor for a fraction of the...

Jul 2024
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Manager

Relationship, Product

We have had some coding issues with Amwell. They didn’t implement something when they should have,...

Jul 2024
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(0)
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Manager

Loyalty

Amwell has the capability to do more things that we want on Amwell Converge Platform, but we are not...

Jul 2024
||
(0)
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Manager

Culture

Amwell does not always keep their promises. One instance was when the product came back at a...

Jul 2024
||
(0)
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Manager

Product

The Amwell system could be more integrated or have a better function for what we need. An issue we...

Jul 2024
||
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Manager

Operations

We would like to see more training from Amwell at maybe a quarterly cadence, not on what they could...

Jul 2024
||
(0)
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Manager

Relationship

I only interact regularly with Amwell on virtual calls and emails. We have regular calls with them...

Jul 2024
||
(0)
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Manager

Relationship

I have heard some complaints from groups and members about the ease of use and about navigating...

Jul 2024
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(0)
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Manager

Loyalty, Product, Value

A lot of other Amwell customers are up and running after other vendors’ offerings, but we are still...

Jul 2024
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(0)
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Manager

Loyalty

Anyone going with Amwell in the future needs to make sure they know what platform and suite they are...

Jul 2024
||
(0)
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VP/Other Executive

Relationship, Value

We had some road-map things with Amwell. The biggest one that I think was always holding us back was...

Jul 2024
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(0)
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VP/Other Executive

Product

We had a lot of issues with Amwell Solutions' integration with our EHR not working. We had to keep a...

Jul 2024
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(0)
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VP/Other Executive

Relationship, Product

If we are just wanting to do basic stuff, Amwell Solutions is fine. But if we need to do other weird...

Jul 2024
||
(0)
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VP/Other Executive

Relationship, Operations

During a difficult time, Amwell helped us ramp up really fast when we needed more stuff. They worked...

Jul 2024
||
(0)
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VP/Other Executive

Loyalty, Relationship

Everything was okay with Amwell. There was certain functionality that we needed and just could not...

Jul 2024
||
(0)
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Director

Relationship

We are generally pretty satisfied with what Amwell delivers. Generally, Amwell meets our needs. We...

May 2024
||
(0)
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Director

Loyalty

We will have Amwell's system for at least a few more years. We honestly don't have a specific...

May 2024
||
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Director

Culture, Loyalty, Value

I'm not sure whether I would buy the solution again. Some other things are intriguing to me in some...

May 2024
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(0)
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Director

Loyalty

I predict that my overall satisfaction will decrease over the next year because our organization is...

May 2024
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(0)
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Director

Value

Amwell charges us for most things. But that is expected in the model that we are in. The price keeps...

May 2024
||
(0)
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VP/Other Executive

Loyalty

I would like to eliminate Amwell Solutions from our ecosystem. We have better solutions already...

May 2024
||
(0)
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Director

Culture

Amwell's contracting process is frustrating. It isn't clearly outlined. Services aren't part of our...

May 2024
||
(0)
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Director

Relationship

Our project manager from Amwell is pretty proactive. That person pushes the vendor to set up...

May 2024
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(0)
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Director

Relationship

Amwell is super collaborative, and their executive team is great. I can always chat with an...

May 2024
||
(0)
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Director

Relationship

I wish Amwell would create a user group or sounding board to bounce things off of and meet regularly...

May 2024
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(0)
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Director

Relationship, Product

Amwell is a little different because they work with both health systems and payers. Historically,...

May 2024
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(0)
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Analyst/Coordinator

Product

To increase my satisfaction with the overall product quality, I would like ongoing enhancement...

May 2024
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(0)
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Analyst/Coordinator

Operations

With training, the vendor could do a much better job of having documentation. A lot of things are...

May 2024
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(0)
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Manager

Operations

We rolled out Amwell Plaform a few years ago to find that the vendor didn't have a lot of experience...

Apr 2024
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(0)
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Manager

Relationship

Amwell struggles quite a bit with knowing their product well and how the product interfaces with...

Apr 2024
||
(0)
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Manager

Loyalty

We will continue to use Amwell Platform because we have invested quite a bit of money in the...

Apr 2024
||
(0)
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Manager

Loyalty, Relationship, Product

Amwell has been pretty solid on the hospital side of things, but they are trying to switch their...

Apr 2024
||
(0)
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Director

Loyalty, Product

Because of the Amwell Converge integration work that is going on, Amwell has effectively abandoned...

Apr 2024
||
(0)
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Director

Product

Amwell Platform is extremely stable in terms of uptime and meeting our needs. The platform has a...

Apr 2024
||
(0)
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Director

Loyalty, Product

We feel we can do more with Amwell Platform but are limited by the platform's limitations in the...

Apr 2024
||
(0)
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CMIO

Relationship

We have never had any issues with support, but Amwell is going through some restructuring. Our...

Apr 2024
||
(0)
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CMIO

Loyalty, Relationship, Product

My concerns with Amwell right now aren't about the technology; they are more about the relationship,...

Apr 2024
||
(0)
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Manager

Loyalty

In a couple of years, the Amwell carts that we are using won't be supported anymore. Then, we will...

Apr 2024
||
(0)
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Manager

Relationship

Amwell has been great to work with. They were on top of the game for a long time. I have really...

Apr 2024
||
(0)
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Manager

Product

Amwell Platform is just not user friendly. A lot of technology that requires an actual app download...

Mar 2024
||
(0)
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Manager

Relationship, Product

We get status updates from Amwell, so if the system goes down or something like that, we receive an...

Mar 2024
||
(0)
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Manager

Relationship

Amwell’s training is nonexistent. Their customer success team plays an intermediate role where we...

Mar 2024
||
(0)
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Director

Loyalty

We are not on Amwell Converge yet; however, we will need Amwell Converge in the future because we...

Mar 2024
||
(0)
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Manager

Product

We still use Amwell Platform for integration within our EMR and schedule visits there. We are also...

Mar 2024
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(0)
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Manager

Value

We can staff for on-demand visits, but we just aren't set up to model things. When we use Amwell’s...

Mar 2024
||
(0)
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Manager

Culture

Amwell has not kept their promises. I don't think they have been deliberate in that, but what we...

Mar 2024
||
(0)
 Thank you  Helpful

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Director

Product

We are only using Amwell Now for our outpatient platform, instead of the scheduled piece of Amwell...

Mar 2024
||
(0)
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Director

Value

Previously, I thought Amwell was very pricey, but we were able to get the cost down significantly....

Mar 2024
||
(0)
 Thank you  Helpful

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Director

Value

I haven't had to deal with this for a while, but anytime I wanted to get up a new program, it always...

Mar 2024
||
(0)
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Director

Product

Amwell Platform is antiquated software. It was fine when we initially implemented it, but it doesn't...

Feb 2024
||
(0)
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Director

Product

Amwell Platform has some clunky, awkward things about the integration that make it less user...

Feb 2024
||
(0)
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Manager

Relationship

Amwell’s support team was not as available as we were led to believe. It wasn't easy to get a...

Dec 2023
||
(0)
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Manager

Operations

When I asked Amwell for additional training, we were given a user guide but no real guidance. For...

Dec 2023
||
(0)
 Thank you  Helpful

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Manager

Operations, Product

From an IT perspective, Amwell’s integration team was robust, and their planning and workflow...

Dec 2023
||
(0)
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Manager

Product

It is not too complicated to access intake and start a visit for a patient or provider using Amwell...

Dec 2023
||
(0)
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Manager

Product

The product’s weakness is a lack of robust integration to put discrete data back into the source EMR....

Dec 2023
||
(0)
 Thank you  Helpful

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Manager

Relationship

For a real-time, on-demand platform, we should be able to expect at least same-day responses, and...

Dec 2023
||
(0)
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CMIO

Loyalty, Product

I think the new Converge platform that the CEO has been pushing is just smoke and mirrors. It was...

Dec 2023
||
(0)
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CMIO

Loyalty, Product

Our organization likes the Amwell solution because Amwell allows originating urgent care calls that...

Dec 2023
||
(0)
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CMIO

Relationship

We talk with Amwell’s support team a lot. And there has been some executive involvement. One of the...

Dec 2023
||
(0)
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CMIO

Product

The vendor could improve the system's user interface, whether that be for physicians or patients....

Dec 2023
||
(0)
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CMIO

Loyalty

My hesitation about whether I would buy the product again is because our agreement with the vendor...

Dec 2023
||
(0)
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CMIO

Relationship

Amwell's biggest strength is that they are a pretty responsive partner. When we have technical...

Dec 2023
||
(0)
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CMIO

Product

The fact that Amwell has a standalone product in addition to their integrated product in our EMR is...

Dec 2023
||
(0)
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Director

Loyalty, Operations, Product

The product is not easy to use, and the training hasn't been great. We have had a few small...

Dec 2023
||
(0)
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Director

Relationship

There is a phone number that patients can call if they have trouble, technical issues, or issues...

Dec 2023
||
(0)
 Thank you  Helpful

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Director

Product

We would like real-time eligibility instead of a service key with Amwell. If our current health plan...

Nov 2023
||
(0)
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Director

Value

With the amount we are paying for how many users we have on Amwell Platform, it is very expensive.

Nov 2023
||
(0)
 Thank you  Helpful

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Director

Loyalty

The shared Amwell Platform is old, so it is not really getting any updates. We are moving to the new...

Nov 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship

Amwell has been very helpful in the case of any issues. We mostly email the vendor and have regular...

Nov 2023
||
(0)
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Director

Loyalty, Relationship

We are ending our relationship with Amwell. They served a good purpose, and I don't regret our...

Nov 2023
||
(0)
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Director

Product

Amwell has a solid platform and a solid set of providers that are available if that is a use case...

Nov 2023
||
(0)
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Director

Product

The cautions I have with Amwell are more around the innovation focused on payers. Amwell is much...

Nov 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Product, Value

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

Nov 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Value

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

Nov 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Product, Value

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

Nov 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship

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

Nov 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship, Product

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

Nov 2023
||
(0)
 Thank you  Helpful

 or  to see details.

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