Amwell, formerly known as American Well, was started by two brothers, Ido and Roy Schoenberg, in Boston in 2006. Amwell is a telehealth platform in the United States and globally, which connects and enables providers, insurers, patients, and innovators to deliver greater access to more affordable, higher quality care. Amwell believes that digital care delivery will transform healthcare.
Appointments can be scheduled quickly once customers have set up an account. This is one of the biggest advantages of doing therapy online, rather than waiting weeks to schedule with a provider in a face-to-face environment.
Amwell has both therapists and psychiatrists as well as general practitioners, medical specialists and other medical field resources. For clients who may require multiple mental health services, such as medication management as well as 1:1 therapy, or other medical needs, this umbrella approach is both convenient and unique. Other services, like BetterHelp, do not offer comprehensive services that wraparound in this way.
There is no chat option available, and appointments must be scheduled ahead of time. In comparison to other providers, like TalkSpace and BetterHelp, this misses the mark of the 24/7 accessibility of online therapy platforms.
Prices are higher than competitors, but Amwell does accept many insurance plans which does help with the cost for customers who have insurance. For those who are self-pay, this may be a major deterrent.
Many customers have complained about losing service or having a poor internet connection during a visit. Most said that they were able to finish the appointment with a phone call though. To be fair, this is largely a reflection on any video or technology platform, and can depend in part on the Wi-Fi capabilities on the customer’s part.
However, other platforms such as TalkSpace and BetterHelp did not have similar negative feedback, so this aspect may relate to gaps in Amwell’s technology infrastructure.