Amwell Solutions Commentary
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Schafer Jackson
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User Commentary

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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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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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Manager

Culture

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

Jul 2024
||
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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
||
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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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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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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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Manager

Loyalty

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

Jul 2024
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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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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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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
||
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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
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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
||
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Director

Relationship

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

May 2024
||
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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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Director

Loyalty

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

May 2024
||
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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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VP/Other Executive

Loyalty

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

May 2024
||
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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
||
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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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Director

Relationship

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

May 2024
||
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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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Director

Relationship, Product

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

May 2024
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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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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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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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Manager

Relationship

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

Apr 2024
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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
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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
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Director

Loyalty, Product

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

Apr 2024
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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
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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
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CMIO

Relationship

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

Apr 2024
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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
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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
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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
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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
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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
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Manager

Relationship

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

Mar 2024
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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
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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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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
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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)
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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)
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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
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(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
||
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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
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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)
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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
||
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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
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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
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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
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(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
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CMIO

Product

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

Dec 2023
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(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
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(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
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(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)
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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)
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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
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(0)
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Director

Relationship

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

Nov 2023
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(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)
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Director

Product, Value

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

Nov 2023
||
(0)
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Director

Value

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

Nov 2023
||
(0)
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Director

Product, Value

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

Nov 2023
||
(0)
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Director

Relationship

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

Nov 2023
||
(0)
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Director

Relationship, Product

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

Nov 2023
||
(0)
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Analyst/Coordinator

Relationship

It was clear that our service person did not understand their own product, and it is a very complex,...

Oct 2023
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(0)
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Analyst/Coordinator

Relationship

Amwell is constantly in our faces, and they are good. They constantly want to ask what we are doing...

Oct 2023
||
(0)
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Analyst/Coordinator

Relationship, Product

Amwell has been in a pretty steady state for the last few years. They have turned out fixes and...

Oct 2023
||
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Analyst/Coordinator

Loyalty, Product

Amwell just pushes out changes, and we don't have a choice. But we are always on the latest version.

Oct 2023
||
(0)
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Analyst/Coordinator

Relationship

Amwell is good at addressing issues. If we have an issue, we log a ticket, and they turn it around...

Oct 2023
||
(0)
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VP/Other Executive

Relationship, Product

We couldn't operate without the system. Amwell provides comprehensive solutions. They are flexible...

Sep 2023
||
(0)
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VP/Other Executive

Relationship, Product

Amwell offers comprehensive service and a comprehensive product. They do a good job with...

Sep 2023
||
(0)
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VP/Other Executive

Relationship

Some of the vendor's challenges have been on the customer support side, and the vendor's support has...

Sep 2023
||
(0)
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VP/Other Executive

Product

The system is a proverbial end-to-end solution that has a wide range. There are a couple of virtual...

Sep 2023
||
(0)
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VP/Other Executive

Operations, Product

The product's ease of use for end users is definitely getting better. Amwell has reduced their...

Sep 2023
||
(0)
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VP/Other Executive

Relationship

Amwell's phone and web support could use a bit of a deeper dive. It would also make a difference if...

Sep 2023
||
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Manager

Loyalty, Product

I feel as though Amwell is going by way of the more traditional telehealth providers out there, and...

Sep 2023
||
(0)
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Manager

Relationship, Product

I would recommend that Amwell focus on the member experience. I think they have good technology....

Sep 2023
||
(0)
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Manager

Operations

To improve their implementation process, Amwell could make sure the right people are client facing...

Sep 2023
||
(0)
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Director

Product

Amwell Platform is a very user-friendly application for both physicians and patients, and I like the...

Sep 2023
||
(0)
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Director

Product

Amwell Platform is a little clunky because it isn't integrated with the front door of our facility’s...

Sep 2023
||
(0)
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Director

Loyalty, Product

One thing that I didn't like about Amwell Platform is that I couldn't see who was in the platform...

Sep 2023
||
(0)
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Director

Value

Amwell did a good job, and they were very fair in pricing.

Sep 2023
||
(0)
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CMIO

Operations, Product

When a student comes to the nurse's office, it is very nice to get the parents online with the nurse...

Aug 2023
||
(0)
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CMIO

Product

Amwell Platform is doing what it is supposed to do. It is meeting our needs, but we had to spend a...

Aug 2023
||
(0)
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CMIO

Loyalty, Relationship

Amwell is doing a good job with their releases, and the vendor has good plans to go forward.

Aug 2023
||
(0)
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CMIO

Operations

I would have loved for Amwell to be able to train our nurses instead of using the train-the-trainer...

Aug 2023
||
(0)
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CMIO

Relationship

We are not extremely dissatisfied with Amwell because when we reach out to them, we get good...

Aug 2023
||
(0)
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Director

Product

Amwell Platform has no whiteboard function. It has limited capabilities for screen sharing and no...

Aug 2023
||
(0)
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Director

Product

The patient experience with Amwell has been quite good. Patients like the fact that we can send a...

Aug 2023
||
(0)
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Director

Loyalty

We have had some hiccups based on some of the functionalities that Amwell does not offer. We are...

Aug 2023
||
(0)
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Director

Relationship

I think the people at Amwell are idiots. I am astounded that they have been in the business for so...

Aug 2023
||
(0)
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Director

Culture, Value

We have an old contracting model with Amwell, and with the way we have our agreement, the vendor...

Aug 2023
||
(0)
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Director

Operations

Whenever Amwell has updates, they send them by email. It would be nice if the vendor would send out...

Aug 2023
||
(0)
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Director

Product

I would love it if Amwell would allow us to put consent forms on their platform. Right now, we just...

Aug 2023
||
(0)
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Director

Relationship, Product

I haven’t been dissatisfied with Amwell’s service, but I have been more satisfied with other...

Aug 2023
||
(0)
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Director

Relationship

The vendor’s support for patients could definitely improve. The support is not bad, but it is not...

Aug 2023
||
(0)
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Director

Relationship

If there are any issues, the vendor emails us, and the vendor gives us updates as the problems get...

Aug 2023
||
(0)
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VP/Other Executive

Loyalty, Value

We are looking for a new solution, mainly due to cost. Amwell Platform is a decent platform, but for...

Aug 2023
||
(0)
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VP/Other Executive

Operations, Product

When we deploy and train, that is all great. Amwell is by our side. And we have had a lot of success...

Aug 2023
||
(0)
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VP/Other Executive

Relationship, Product

We tend to have glitchy, weird problems with Amwell Platform that are hard to resolve. We have had...

Aug 2023
||
(0)
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VP/Other Executive

Relationship, Product

We have had a lot of disconnection issues, which are a terrible dissatisfier. And nobody knows they...

Aug 2023
||
(0)
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VP/Other Executive

Relationship, Product

We get surprised by some things with Amwell Platform. I don't know that we always get up-to-date,...

Aug 2023
||
(0)
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VP/Other Executive

Relationship

We have talked to Ido and Roy Schoenberg from Amwell, so we have definitely been given lots of...

Aug 2023
||
(0)
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Manager

Operations, Product

The product does well in handling scenarios with multiple parties as long as the groups have fewer...

Jul 2023
||
(0)
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Manager

Value

Recently, Amwell has gotten much better about not charging for every little thing. In the past,...

Jul 2023
||
(0)
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Manager

Product

The system is software and hardware for us. We would like some advancements in the hardware fleet...

Jul 2023
||
(0)
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Manager

Relationship

The vendor has a good account-management structure. Amwell’s support is getting better. The vendor...

Jul 2023
||
(0)
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Manager

Relationship

Amwell’s written communication is often flawed. The vendor will inform us that they will be doing...

Jul 2023
||
(0)
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Manager

Product

If someone who uses another vendor's products were looking for an ambulatory solution, I would tell...

Jul 2023
||
(0)
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Manager

Loyalty, Relationship

We are in some strategy discussions with Amwell that could prove to be very interesting in terms of...

Jul 2023
||
(0)
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