Virtual Care Platforms 2024
Broad Use Cases across the Enterprise

Teladoc Health & Caregility See Broad Adoption of Capabilities; Teladoc InTouch Seen as Critical Tool for Expanding Specialty Coverage, Caregility Customers Note Bumps amid Growth

Interviewed organizations report broad use of both Teladoc Health and Caregility. Teladoc Health respondents especially note the benefit of using InTouch to expand their specialist coverage when specialists aren’t readily available on-site. Some customers (especially large organizations with >500 beds) plan to expand their InTouch use cases to include sitting, rounding, and nursing. Generally, respondents see InTouch as an effective, stable clinical tool with limited downtime, saying that it improves patient outcomes by improving the timeliness of patient care or reducing the need for relocation. Some operational complaints include the solution’s cost and the need for more proactive support. Even over three years after Teladoc Health acquired InTouch Health, some acquired customers note the differences between their experience with the two vendors, saying the support now feels less nimble, less responsive, and more sales focused with the larger company. Those using Teladoc’s Licensed Platform have had varied experiences and say it is being phased out as a standalone solution and integrated into a cohesive platform.

Caregility respondents (mainly large organizations with >500 beds) report the broadest adoption of inpatient use cases, with the solution most commonly used for virtual ICU. While many still report a high level of collaboration and partnership from the vendor, overall customer satisfaction has decreased over the last two years as the vendor has grown. Some respondents cite overpromising, development delays, poor issue resolution, and the need for more robust reporting around usage and ROI metrics. Despite the dips in satisfaction, several customers express trust in Caregility and are planning to expand their use cases, especially for virtual sitting. For both Teladoc Health and Caregility, respondents who aren’t planning to expand their use cases with their vendor say cost (for both hardware and software) is top of mind, particularly for inpatient uses that require hardware endpoints.

Amwell Customers Weigh Benefits of New Converge Platform against Legacy Platform Frustrations

Many interviewed legacy Amwell customers continue to report issues with slow development, inadequate support, and high costs, leading some customers to replace the solution. Epic sites in particular are considering replacing Amwell and turning to Epic for their outpatient virtual care needs. Regardless of what platform they use, Amwell respondents who report plans to expand their use cases intend to do so with the vendor’s go-forward Converge Platform, with virtual nursing being the most commonly considered future use case. Over the past few years, many of the organizations choosing Converge Platform have been Oracle Health sites, in part due to the Oracle Health–Amwell partnership. (Large hospitals in the US have chosen to replace Oracle Health’s EHR; KLAS has not seen this as a significant cause for Amwell replacements, though KLAS will continue to monitor potential impact). Interviewed customers on Converge Platform tend to be more satisfied than the legacy platform customers, highlighting the EHR integration and the ability for patients to join calls via a link rather than an app download. A few Converge Platform respondents are wary due to overpromised features or project delays they experienced throughout the migration process.

Andor Health* Highlighted for Customization; eVisit* Delivers Well on Outpatient Use Cases

Interviewed Andor Health* customers report broad, flexible use cases for virtual care and patient engagement across the enterprise, highlighting the high level of customization that Andor Health offers. Most say the vendor provides highly engaged, collaborative contacts that quickly implement or develop what customers need. A few respondents question how scalable the solution can be because of the high customization. eVisit*—the 2024 Best in KLAS winner for virtual care platforms—acquired Bluestream Health in 2023, and interviewed customers are mostly clinics, with a few large organizations. Respondents most often report that their current and planned use cases for the eVisit platform relate to outpatient care; immediate plans for inpatient use cases are limited. The platform is seen as stable and generally delivers the functionality needed for straightforward outpatient use cases. Some respondents feel the solution doesn’t have the functionality needed to be used more broadly. Interviewed customers mention that the vendor’s support people, CSMs, and executives are collaborative and responsive and want to make sure the product works for customers. Still, a few note some overpromising from the vendor.

*Limited data