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Amwell Solutions Commentary
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User Commentary

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Manager

Relationship

There has been a lot of turnover with different leaders at Amwell, and that has made things...

Nov 2024
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Manager

Relationship

Amwell's support is a 1-800 number. If patients are missing prescriptions from their on-demand...

Nov 2024
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Manager

Product

Amwell Solutions is great. The best thing about Amwell Solutions and the selling point for us was...

Nov 2024
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(0)
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CMIO

Relationship, Operations

Amwell does not keep all of their promises. They also do not deliver in the time frame we expect. No...

Oct 2024
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CMIO

Product

Amwell Solutions is, by definition, a standalone use. Amwell Solutions' ease of use is in the middle...

Oct 2024
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(0)
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CMIO

Relationship

The people I work with at Amwell are pretty decent. Their honesty is there. I am much more...

Oct 2024
||
(0)
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Manager

Loyalty, Value

Amwell Solutions has been stable when there are upgrades, but it is not part of our long-term plan...

Oct 2024
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Manager

Relationship

Amwell has eliminated the role of our last three executives, and they just laid off my current one....

Oct 2024
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(0)
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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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(0)
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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
||
(0)
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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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(0)
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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
||
(0)
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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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(0)
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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
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(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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(0)
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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
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(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
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(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
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(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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(0)
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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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(0)
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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
||
(0)
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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
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(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
||
(0)
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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
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(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)
 Thank you  Helpful

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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
||
(0)
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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
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(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)
 Thank you  Helpful

 or  to see details.

Director

Culture

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

May 2024
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(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
||
(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)
 Thank you  Helpful

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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
||
(0)
 Thank you  Helpful

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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)
 Thank you  Helpful

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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)
 Thank you  Helpful

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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
||
(0)
 Thank you  Helpful

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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)
 Thank you  Helpful

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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)
 Thank you  Helpful

 or  to see details.

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)
 Thank you  Helpful

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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)
 Thank you  Helpful

 or  to see details.

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)
 Thank you  Helpful

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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)
 Thank you  Helpful

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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)
 Thank you  Helpful

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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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 or  to see details.

Manager

Product

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

Mar 2024
||
(0)
 Thank you  Helpful

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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)
 Thank you  Helpful

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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)
 Thank you  Helpful

 or  to see details.

Manager

Product

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

Mar 2024
||
(0)
 Thank you  Helpful

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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)
 Thank you  Helpful

 or  to see details.

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

 or  to see details.

Director

Product

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

Mar 2024
||
(0)
 Thank you  Helpful

 or  to see details.

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

 or  to see details.

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)
 Thank you  Helpful

 or  to see details.

Director

Product

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

Feb 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Product

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

Feb 2024
||
(0)
 Thank you  Helpful

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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)
 Thank you  Helpful

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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)
 Thank you  Helpful

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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)
 Thank you  Helpful

 or  to see details.

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)
 Thank you  Helpful

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CMIO

Loyalty, Product

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

Dec 2023
||
(0)
 Thank you  Helpful

 or  to see details.

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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Telehealth 2023
18 April 23    |   Ciera Walker and Schafer Jackson
An immediate necessity during the pandemic, telehealth has become a common strategy for delivering convenient healthcare, connecting more quickly with specialists, working with interpreters, and more. As organizations settle into their go-forward strategies, top of mind are use-case expansion, tech-stack consolidation, and integration. There are many options for delivering telehealth, including virtual care platforms, video conferencing solutions (healthcare-focused and cross-industry), and EMR-based tools. This report focuses on market trends across the solution options and examines the factors driving purchase decisions and replacements.
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07 July 22    |   Ciera Walker and Schafer Jackson
At the onset of the pandemic, telehealth solutions became critical for healthcare organizations to maintain appointments, offer safe care, and increase patients’ access to care. Now, with many patients still wanting to use telehealth (see recently published report on the patient perspective ), provider organizations are at a crossroads as they evaluate telehealth’s value and long-term use, especially if the US government’s emergency telehealth use policy isn’t renewed past summer 2022. This report examines how well vendors facilitate a quality customer experience and what outcomes customers have achieved, particularly as they have overseen patients’ involvement with the technology (i.e., accommodating patients’ differing devices, connection bandwidths, and levels of digital literacy). Vendors are divided into two groups based on the type of technology they offer: virtual care platforms and video conferencing solutions.



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