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User Commentary
Culture
Amwell's contracting process is frustrating. It isn't clearly outlined. Services aren't part of our...
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Relationship
Our project manager from Amwell is pretty proactive. That person pushes the vendor to set up...
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Relationship
Amwell is super collaborative, and their executive team is great. I can always chat with an...
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Relationship
I wish Amwell would create a user group or sounding board to bounce things off of and meet regularly...
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Relationship, Product
Amwell is a little different because they work with both health systems and payers. Historically,...
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Product
To increase my satisfaction with the overall product quality, I would like ongoing enhancement...
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Operations
With training, the vendor could do a much better job of having documentation. A lot of things are...
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Operations
We rolled out Amwell Plaform a few years ago to find that the vendor didn't have a lot of experience...
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Relationship
Amwell struggles quite a bit with knowing their product well and how the product interfaces with...
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Loyalty
We will continue to use Amwell Platform because we have invested quite a bit of money in the...
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Loyalty, Relationship, Product
Amwell has been pretty solid on the hospital side of things, but they are trying to switch their...
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Loyalty, Product
Because of the Amwell Converge integration work that is going on, Amwell has effectively abandoned...
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Product
Amwell Platform is extremely stable in terms of uptime and meeting our needs. The platform has a...
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Loyalty, Product
We feel we can do more with Amwell Platform but are limited by the platform's limitations in the...
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Relationship
We have never had any issues with support, but Amwell is going through some restructuring. Our...
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Loyalty, Relationship, Product
My concerns with Amwell right now aren't about the technology; they are more about the relationship,...
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Loyalty
In a couple of years, the Amwell carts that we are using won't be supported anymore. Then, we will...
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Relationship
Amwell has been great to work with. They were on top of the game for a long time. I have really...
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Product
Amwell Platform is just not user friendly. A lot of technology that requires an actual app download...
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Relationship, Product
We get status updates from Amwell, so if the system goes down or something like that, we receive an...
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Relationship
Amwell’s training is nonexistent. Their customer success team plays an intermediate role where we...
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Loyalty
We are not on Amwell Converge yet; however, we will need Amwell Converge in the future because we...
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Product
We still use Amwell Platform for integration within our EMR and schedule visits there. We are also...
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Value
We can staff for on-demand visits, but we just aren't set up to model things. When we use Amwell’s...
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Culture
Amwell has not kept their promises. I don't think they have been deliberate in that, but what we...
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Product
We are only using Amwell Now for our outpatient platform, instead of the scheduled piece of Amwell...
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Value
Previously, I thought Amwell was very pricey, but we were able to get the cost down significantly....
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Value
I haven't had to deal with this for a while, but anytime I wanted to get up a new program, it always...
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Product
Amwell Platform is antiquated software. It was fine when we initially implemented it, but it doesn't...
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Product
Amwell Platform has some clunky, awkward things about the integration that make it less user...
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Relationship
Amwell’s support team was not as available as we were led to believe. It wasn't easy to get a...
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Operations
When I asked Amwell for additional training, we were given a user guide but no real guidance. For...
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Operations, Product
From an IT perspective, Amwell’s integration team was robust, and their planning and workflow...
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Product
It is not too complicated to access intake and start a visit for a patient or provider using Amwell...
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Product
The product’s weakness is a lack of robust integration to put discrete data back into the source EMR....
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Relationship
For a real-time, on-demand platform, we should be able to expect at least same-day responses, and...
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Loyalty, Product
I think the new Converge platform that the CEO has been pushing is just smoke and mirrors. It was...
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Loyalty, Product
Our organization likes the Amwell solution because Amwell allows originating urgent care calls that...
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Relationship
We talk with Amwell’s support team a lot. And there has been some executive involvement. One of the...
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Product
The vendor could improve the system's user interface, whether that be for physicians or patients....
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Loyalty
My hesitation about whether I would buy the product again is because our agreement with the vendor...
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Relationship
Amwell's biggest strength is that they are a pretty responsive partner. When we have technical...
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Product
The fact that Amwell has a standalone product in addition to their integrated product in our EMR is...
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Loyalty, Operations, Product
The product is not easy to use, and the training hasn't been great. We have had a few small...
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Relationship
There is a phone number that patients can call if they have trouble, technical issues, or issues...
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Product
We would like real-time eligibility instead of a service key with Amwell. If our current health plan...
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Value
With the amount we are paying for how many users we have on Amwell Platform, it is very expensive.
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Loyalty
The shared Amwell Platform is old, so it is not really getting any updates. We are moving to the new...
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Relationship
Amwell has been very helpful in the case of any issues. We mostly email the vendor and have regular...
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Loyalty, Relationship
We are ending our relationship with Amwell. They served a good purpose, and I don't regret our...
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Product
Amwell has a solid platform and a solid set of providers that are available if that is a use case...
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Product
The cautions I have with Amwell are more around the innovation focused on payers. Amwell is much...
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Product, Value
We have seen lower no-show rates for virtual visits than we have for in-person visits. Patients...
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Value
The solution has definitely reduced our transfers and created a better patient experience.
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Product, Value
Several of our patient and provider users of the system have reported that the solution requires a...
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Relationship
There aren't great escalation pathways to get to people at Amwell who can provide more guidance....
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Relationship, Product
I would like the vendor to prioritize the development of the system for hospitals that are using...
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Relationship
It was clear that our service person did not understand their own product, and it is a very complex,...
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Relationship
Amwell is constantly in our faces, and they are good. They constantly want to ask what we are doing...
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Relationship, Product
Amwell has been in a pretty steady state for the last few years. They have turned out fixes and...
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Loyalty, Product
Amwell just pushes out changes, and we don't have a choice. But we are always on the latest version.
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Relationship
Amwell is good at addressing issues. If we have an issue, we log a ticket, and they turn it around...
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Relationship, Product
We couldn't operate without the system. Amwell provides comprehensive solutions. They are flexible...
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Relationship, Product
Amwell offers comprehensive service and a comprehensive product. They do a good job with...
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Relationship
Some of the vendor's challenges have been on the customer support side, and the vendor's support has...
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Product
The system is a proverbial end-to-end solution that has a wide range. There are a couple of virtual...
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Operations, Product
The product's ease of use for end users is definitely getting better. Amwell has reduced their...
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Relationship
Amwell's phone and web support could use a bit of a deeper dive. It would also make a difference if...
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Loyalty, Product
I feel as though Amwell is going by way of the more traditional telehealth providers out there, and...
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Relationship, Product
I would recommend that Amwell focus on the member experience. I think they have good technology....
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Operations
To improve their implementation process, Amwell could make sure the right people are client facing...
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Product
Amwell Platform is a very user-friendly application for both physicians and patients, and I like the...
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Product
Amwell Platform is a little clunky because it isn't integrated with the front door of our facility’s...
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Loyalty, Product
One thing that I didn't like about Amwell Platform is that I couldn't see who was in the platform...
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Value
Amwell did a good job, and they were very fair in pricing.
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Operations, Product
When a student comes to the nurse's office, it is very nice to get the parents online with the nurse...
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Product
Amwell Platform is doing what it is supposed to do. It is meeting our needs, but we had to spend a...
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Loyalty, Relationship
Amwell is doing a good job with their releases, and the vendor has good plans to go forward.
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Operations
I would have loved for Amwell to be able to train our nurses instead of using the train-the-trainer...
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Relationship
We are not extremely dissatisfied with Amwell because when we reach out to them, we get good...
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Product
Amwell Platform has no whiteboard function. It has limited capabilities for screen sharing and no...
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Product
The patient experience with Amwell has been quite good. Patients like the fact that we can send a...
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Loyalty
We have had some hiccups based on some of the functionalities that Amwell does not offer. We are...
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Relationship
I think the people at Amwell are idiots. I am astounded that they have been in the business for so...
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Culture, Value
We have an old contracting model with Amwell, and with the way we have our agreement, the vendor...
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Operations
Whenever Amwell has updates, they send them by email. It would be nice if the vendor would send out...
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Product
I would love it if Amwell would allow us to put consent forms on their platform. Right now, we just...
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Relationship, Product
I haven’t been dissatisfied with Amwell’s service, but I have been more satisfied with other...
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Relationship
The vendor’s support for patients could definitely improve. The support is not bad, but it is not...
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Relationship
If there are any issues, the vendor emails us, and the vendor gives us updates as the problems get...
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Loyalty, Value
We are looking for a new solution, mainly due to cost. Amwell Platform is a decent platform, but for...
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Operations, Product
When we deploy and train, that is all great. Amwell is by our side. And we have had a lot of success...
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Relationship, Product
We tend to have glitchy, weird problems with Amwell Platform that are hard to resolve. We have had...
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Relationship, Product
We have had a lot of disconnection issues, which are a terrible dissatisfier. And nobody knows they...
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Relationship, Product
We get surprised by some things with Amwell Platform. I don't know that we always get up-to-date,...
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Relationship
We have talked to Ido and Roy Schoenberg from Amwell, so we have definitely been given lots of...
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Operations, Product
The product does well in handling scenarios with multiple parties as long as the groups have fewer...
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Value
Recently, Amwell has gotten much better about not charging for every little thing. In the past,...
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Product
The system is software and hardware for us. We would like some advancements in the hardware fleet...
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Relationship
The vendor has a good account-management structure. Amwell’s support is getting better. The vendor...
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Relationship
Amwell’s written communication is often flawed. The vendor will inform us that they will be doing...
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Product
If someone who uses another vendor's products were looking for an ambulatory solution, I would tell...
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Loyalty, Relationship
We are in some strategy discussions with Amwell that could prove to be very interesting in terms of...
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Product
There are some challenges that come up when it comes to certain devices and browsers and things like...
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Loyalty, Product
There are recommendations on the latest browser and operating systems that seem to contribute to the...
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Loyalty, Product
Amwell Platform is missing a group visit functionality, so we had to pivot and develop a different...
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Value
With Amwell, sometimes it feels like we get nickel-and-dimed on certain things.
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Product
Amwell’s inpatient solution creates pretty intuitive workflows and makes it easy to launch use cases...
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Operations
Our appetite for training would depend on whether there was a new process or new clicks. But I...
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Relationship, Product
Amwell Platform is a fine solution. It works well when it works, but some of our patients have...
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Loyalty
Amwell Platform is part of our long-term plans because we do have patients that still use it. With...
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Operations
I would buy Amwell Platform again because it is nice for our providers and nice for our staff to...
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Culture, Value
We recently received quite a few invoices, and almost every one of them was incorrect. We were...
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Operations, Product
With my team in particular, whenever we have upgrades, there is not enough testing, and everything...
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Operations
There could be some improvement in the training. We always come up with a lot of questions, and the...
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Relationship
Amwell needs to improve communication among their team members. There is often a brick wall, and...
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Relationship, Product
Whenever we need data or information collected on anything, the team I work with dives in and gets...
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Product
After we work out all the kinks, the solution is good. The software is user friendly, and anytime we...
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Relationship
When a patient calls the customer support line to ask Amwell specifically about our services, the...
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Relationship
I don't like to talk to the executives because I don't think a problem should ever go that high....
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Relationship
A positive thing Amwell has brought to the table recently is a lot of new ideas to expand the...
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Loyalty, Relationship, Product
Our team is coming up with a lot of new multiparty scenarios, and we are often met with challenges...
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Product
There are other solutions in the market that are more agile, responsive, and advanced than Amwell's...
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Relationship, Product
In my region, we have some groups that have custom benefits with my organization. Typically, a...
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Product
Sometimes, patients have issues signing up for a telehealth visit in the system. Some patients go...
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Product, Value
The product's biggest strength is that it brings an alternative route of care, typically at a lower...
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Relationship, Product, Value
Amwell provides a lot of value. Before the pandemic, the engagement was lower than I was hoping for,...
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Relationship, Product
Amwell is very willing to work with us on integration. We have integration file feeds going back and...
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Operations, Product
Particularly for some demographics, the virtual visit thing in general is a bit challenging, and...
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Relationship, Product
Amwell Platform has been very solid. In general, it just works. There are not a lot of products I...
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Relationship
We work directly with the Amwell representatives, and internally, there is never an issue. The...
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Relationship
Sometimes we have to push Amwell about being proactive. We utilize their physician panel for the...
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Product
Amwell has a solid technical program. They are good at recruiting physicians for the virtual...
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Product, Value
With the pandemic, the impact of Amwell Platform went up, but we are seeing a bit of a drop-off and...
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Relationship, Product
Amwell Platform is a great enterprise solution that can streamline our workflow, whether that is the...
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Operations
The time for new functionality seems to be lagging with the product, and when there is an issue, the...
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Product
The integration with our EMR is key to Amwell’s ease of use and gives us the ability to have a...
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Relationship, Product
Amwell is a bit too rigid. They aren't flexible for our needs. Our patients are not the same as...
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Loyalty, Relationship
We decided to move away from Amwell because Amwell Platform's user friendliness was not great. We...
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Product, Value
The impact of Amwell Platform is positive because we are seeing patients, but the system isn't the...
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Value
In terms of costs, Amwell is usually trying to get us to do something else.
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