Amwell Telehealth Review: Is It Right for Your Healthcare Needs?

Amwell Telehealth Review: Is It Right for Your Healthcare Needs?

AI Health Tech Med Tech

In an era where digital healthcare is becoming increasingly prevalent, Amwell is a prominent player in the telehealth arena. But how does Amwell stack up against its competitors?

This in-depth Amwell telehealth review will explore the ins and outs of Amwell’s telehealth services, to help you decide if it’s the right choice for your healthcare needs.

Contents

What is Amwell and How Does It Work?

Amwell is a leading telehealth platform that connects patients with healthcare providers digitally. 

You can access their services from virtually anywhere with internet access or their mobile app. From urgent care to behavioral health, Amwell’s platform is designed to cater to various healthcare needs. 

Available medical services 

Screenshots from Amwell app in Apple's app store
Source: Apple App Store

Amwell offers a broad spectrum of medical services, including:

  • Primary Care: General health consultations.

  • Urgent Care: Immediate care for non-emergency conditions.

  • Behavioral Health: Therapy and counseling services.

  • Specialist Appointments: Access to dermatologists, dietitians, and more.

  • Prescriptions: Medication management and prescription refills.

How to schedule and start a virtual doctor visit 

Scheduling an appointment with Amwell is straightforward:

  1. Enroll: Create an account on the Amwell platform.
  2. Choose: Select a doctor based on their experience and ratings.
  3. Visit: Start your video call using secure, high-quality streaming video.

Most doctor visits last about 10 minutes, but you can extend the time if needed. These doctors can review your medical history, diagnose conditions, and prescribe medications if necessary.

Technical requirements

Older man talking to doctor on tablet - Tima Miroshnichenko
Source: Tima Miroshnichenko (Pexels)

To use Amwell, you need:

  • A computer or mobile device.

  • A stable internet connection.

  • The Amwell app or access to the web-based platform.

If you’re unable to use video, you can call for an audio-only (phone) visit as well. However, you may not be able to obtain a new prescription with an audio-only visit, depending on the state where you live.

Amwell’s Features and Benefits

Next, let’s review Amwell’s valuable features and benefits.

24/7 availability for urgent care

One of the standout features of Amwell is its 24/7 availability. You can access urgent care services anytime, even in the middle of the night or on a holiday. 

Range of specialists available

Doctor talking to patient on laptop by Tima Miroshnichenko
Source: Tima Miroshnichenko (Pexels)

You can choose from a variety of specialists at Amwell, including therapists, neurologists, dermatologists, and dietitians. This broad range of services ensures that you can find the right expert for your specific healthcare needs. 

Some examples of conditions Amwell’s urgent care doctors treat include:

  • Acute Bronchitis

                                      
  • Headache

                                   
  • Fever & Flu

                                    
  • Back pain

     
  • UTI   

                                                         
  • Respiratory Infection 

               
  • Sprains and strains   

                                                 
  • Diarrhea    

                                    
  • Exacerbations of chronic disease (asthma, diabetes)


103,000 providers conducted visits via Amwell in 2023.

Prescription services and management

Amwell doctors can prescribe medications and send them directly to your preferred pharmacy. This is particularly helpful to manage ongoing treatments and chronic conditions, and get your necessary medications fast. 

Note: A video visit is required by most states (not an audio-only visit) before Amwell can prescribe medication.

Integration with health insurance plans

Amwell works with several health insurance providers, making it easier for patients to get covered services. They also offer options for uninsured patients. Let’s dig into that a bit more, shall we?

Cost and Insurance Coverage

Understanding costs and insurance coverage is crucial when considering a telehealth service. This section discusses Amwell’s pricing.

Health insurance on paper

Amwell pricing 

The costs you pay for Amwell visits vary by visit type and insurance coverage:

  • Urgent Care: The cost starts at $69, unless your insurance co-pay is lower. 
  • Mental Health: Therapy sessions range from $99 to $110, depending on the therapist’s qualifications. 
  • Psychiatry: The initial visit for a psychiatric consultation is more expensive at $279. Follow-up visits with the same provider are $109 per visit.

Amwell works with many insurance companies, which can lower your costs. Before booking an appointment, check with your insurance provider. If you don’t have insurance, Amwell still offers competitive pricing.

Comparison with traditional in-person visits

Telehealth visits on Amwell are often more affordable than traditional in-person visits. The convenience of not having to travel and the ability to access care at any time makes it even more cost-effective.

Insurance plans accepted by Amwell

Amwell partners with various insurance companies, including Aetna, Blue Cross Blue Shield, UnitedHealthcare, and Anthem. Many insurance plans cover urgent care and mental health (behavioral health) services to reduce out-of-pocket costs. 

Over 100 million members have Amwell as a covered benefit. To confirm insurance coverage and pricing, check with your insurance provider before making an appointment.

For those without insurance, Amwell offers competitive pricing for its services. The platform ensures that everyone can access quality healthcare, regardless of their insurance status.

A user-friendly platform is essential for effective telehealth services. Let’s examine Amwell’s interface next.

User Experience and Interface

An easy-to-use interface* is essential for a telehealth platform, and Amwell fits the bill.

Black woman smiling at phone with glucose meter on arm

Easy account creation and setup

Creating an account on Amwell is quick and straightforward. The platform guides you through the process, and securely stores your information for future visits.

Navigation of the Amwell app and website

Both the Amwell app and website are designed with user experience (UX) in mind. The intuitive layout makes it easy to find doctors, schedule appointments, and access medical records.

Quality of video consultations

Amwell uses high-quality streaming video for consultations, ensuring clear communication between patients and doctors. This feature is crucial for accurate diagnoses and effective treatment plans.

Patient support and resources

Amwell offers robust patient support, including FAQs, live chat, and phone support. These resources help users navigate the platform and resolve any issues they may encounter.

Is it safe to use Amwell services over the internet? How does Amwell ensure patient data is protected? We answer these questions next. 

Privacy and Security Measures

Privacy and security are paramount in telehealth services. Here’s how Amwell addresses privacy and security concerns.

Doctor showing a patient an app in green

HIPAA compliance and data protection

Amwell is fully compliant with the Health Insurance Portability and Accountability Act (HIPAA), which ensures patient information is securely handled and protected.

Secure messaging and file sharing

The platform uses encrypted messaging and secure file-sharing protocols to protect patient data during communication and consultations.

Patient data storage and access policies

Amwell stores patient data securely, and you can access your medical records anytime. This transparency helps build trust and ensures you have control over your health information.

To provide a balanced view, let’s consider the advantages and potential drawbacks of using Amwell.

Pros and Cons of Using Amwell

Understanding patient feedback can provide valuable insights into the effectiveness of a telehealth service. And like any service, Amwell has its advantages and potential drawbacks. 

Amwell has mixed reviews from users. Amwell offers competitive pricing and a wide range of services compared to other telehealth providers. 

While many praise the convenience and quality of care, others expressed dissatisfaction with customer service, appointment scheduling, and reliability. 

Here’s what people who’ve used Amwell had to say about their experience.

Amwell’s advantages

Amwell’s platform includes all the benefits of a telehealth platform

  • Convenience: Access healthcare from anywhere at any time from a user-friendly interface.

  • Range of Services: From urgent care to specialist consultations.

  • Cost-Effective: Often cheaper than in-person visits.

  • Insurance Integration: Works with many insurance providers.

J.D. Power has recognized Amwell for its high customer satisfaction for several years. Amwell ranked No. 1 in the J.D. Power 2020 U.S. Telehealth Satisfaction Study, and only dropped to third place in 2023 behind CVS (1st) and MDLive (2nd).

Potential drawbacks

Based on reviews from those who’ve used Amwell, there are a few issues you may encounter, such as:

Conclusion

Doctor showing something in hands to patient on laptop
Source: Tima Miroshnichenko (Pexels)

Amwell’s telehealth platform provides convenient, accessible, and cost-effective healthcare services. With its wide range of services, 24/7 availability, and integration with many insurance plans, it’s a solid option for those seeking virtual healthcare. However, like any telehealth service, there are areas for improvement. 

Whether you’re looking for urgent care, specialist consultations, or mental health services, Amwell provides a comprehensive solution that could meet your various healthcare needs. Consider your specific healthcare needs, the types of services you require, and your comfort level with virtual consultations when deciding if Amwell is right for you. 

* I offer UX copywriting and content design services.

References

Amwell. (n.d.). Trustpilot. Retrieved from https://www.trustpilot.com/review/amwell.com

Amwell for patients: How it works. (n.d.). Amwell. Retrieved from https://patients.amwell.com/how-it-works

Amwell for patients: Online doctor visits, 24/7. (n.d.). Amwell. Retrieved from https://patients.amwell.com

Amwell Ranked No. 1 in the J.D. Power 2020 U.S. Telehealth Satisfaction Survey. (2020). Amwell. Retrieved from 

https://business.amwell.com/about-us/news/press-releases/2020/amwell-ranked-no-1-in-the-j-d-power-2020-u-s-telehealth-satisfaction-study

Enabling hybrid care at scale. (n.d.). Amwell. Retrieved from https://business.amwell.com/

Mixed reviews for Amwell: Long Wait Times, Appointment Cancellations, and Billing Concerns. (n.d.). Kimola. Retrieved from https://kimola.com/reports/unlock-insights-with-amwell-customer-feedback-analysis-trustpilot-en-us-148604

Telehealth Mobile Apps: Preferred Channel for Virtual Care Delivery but Generational Difference Persits, J.D. Power Finds. (2023). J.D. Power. Retrieved from https://japan.jdpower.com/en/press-releases/2023_US_Telehealth_Satisfaction_Study

How to Prepare for Your Virtual Doctor Visit: A Complete Guide

How to Prepare for Your Virtual Doctor Visit: A Complete Guide

Health Tech

A virtual doctor visit is a convenient and effective way to receive medical care, making healthcare more accessible and efficient for everyone. From 2019 to 2024, the rate of online doctor visits worldwide more than doubled to over 116 million. 

Whether you’re a first-timer or you want to improve your virtual doctor visit experience, proper preparation is key. This guide will walk you through the steps to ensure your online appointment is as effective as – or even better than – an in-person visit.

Let’s start with some background about virtual doctor visits and their benefits.

Contents

Virtual Doctor Visit Overview

Woman in gold talking to doctor on laptop

What is a virtual doctor visit?

A virtual doctor visit, also known as telehealth or telemedicine, is a way to consult with your healthcare provider using technology like video calls, phone calls, or text messaging. 

Instead of going to a doctor’s office, you can talk to your doctor from the comfort of your home using your smartphone, tablet, or computer. 

This method is more popular since the COVID-19 pandemic, as it offers a convenient and safe way to receive medical care (Zulman & Verghese, 2021 & National Institute on Aging, n.d.). The Census Bureau’s Household Pulse Survey (with data from April 2021 through August 2022) found that (Lee, E. C. et al., 2023):

  • Telehealth use was lowest among people who are uninsured (9.4%), aged 18 to 24 (17.6%), and residents of the Midwest (18.7%).

  • Telehealth use was highest among those with Medicaid (28.3%) and Medicare (26.8%), those who are Black (26.1%), and those earning less than $25,000 (26.4%).

Benefits of telehealth appointments

Woman talking to doctor on her phone closeup

Telehealth appointments come with several advantages:

  • Convenience: You don’t have to travel to the doctor’s office or sit in a waiting room. You can have your appointment from anywhere, whether it’s in your home, office, or even your car during a lunch break (Hasselfeld, n.d. & bravo, 2022).

  • Saves Time: A virtual visit can save you more than an hour compared to an in-person visit (UnitedHealthcare, 2023). This is great for people with busy schedules or live far away from their doctors (bravo, 2022).

  • Cost-Effective: Virtual visits often cost less than in-person visits, especially when compared to urgent care or emergency room visits (Zulman & Verghese, 2021 & bravo, 2022).

  • Accessibility: Telehealth increases access to healthcare for people in rural areas or those with mobility issues. It also allows you to consult with specialists who may not be available in your local area (bravo, 2022 & HRSA, 2024).

  • Safety: Virtual visits help prevent the spread of infectious diseases by reducing the need for in-person interactions (Hasselfeld, n.d. & HRSA, 2024).

Common misconceptions about virtual consultations

Black woman talking to someone on laptop in sideview

Despite its benefits, there are several myths about virtual consultations:

  • “Telehealth is only for tech-savvy people.” Many people believe that you need to be tech-savvy to use telehealth services. However, most platforms are easy to use and designed to be accessible to everyone, including older adults (Solutionreach, n.d.).

  • “Virtual visits aren’t secure.” Security is a common concern, but reputable telehealth platforms are HIPAA-compliant and use advanced security measures to protect your privacy (Solutionreach, n.d.).

  • “Telehealth is a temporary solution.” While telehealth surged during the COVID-19 pandemic, it is here to stay. Many healthcare providers continue to offer virtual visits as a permanent option (Lee, C. 2023).

  • “I won’t get to choose my doctor.” Online health platforms let you review detailed profiles of multiple certified doctors. This allows you to choose a provider that fits your needs best, giving you more control over your healthcare (WeHealth, n.d.).

  • “It’s not covered on my insurance.” (WeHealth, n.d.). Many insurance plans now cover telehealth as it becomes more common. Healthcare providers are adapting to make virtual care accessible, recognizing its growing importance in delivering patient care.

When to choose a virtual doctor visit vs. in person

Taking blood pressure

Virtual doctor visits have a lot of conveniences. But there are certain times when it’s better to see the doctor in person, for (Henderson, 2023):

  • First-Time Visits: If it’s your first time seeing this doctor, you should see them. Face-to-face meetings help patients build trust and doctors assess both physical and emotional aspects.

  • Physical Exams: If you’ve noticed new or worsening symptoms, the doctor will need to see you in person to examine the affected areas of your body.

  • Serious Health Conditions: Unless they tell you otherwise, it’s better to go to your doctor’s office for your health appointments. 

After you establish a relationship with this doctor, telehealth can be useful for follow-ups.

Now that you understand the basics, let’s set up your tech for a smooth virtual visit experience.

Technical Preparations

Ensure a stable internet connection

A stable internet connection is crucial for a successful virtual doctor visit. Here are some tips:

  • Check Your Internet Speed: Use a speed test to ensure your internet connection is fast enough for video calls. 

    Note that if you live in a rural area or anywhere your internet service is often unstable, you can also (HRSA, 2024):
  • Use a Wired Connection: If possible, use an Ethernet cable instead of Wi-Fi for a more stable connection.

  • Close Unnecessary Items: Close any apps or browser tabs that might be using internet bandwidth.

Test your device’s camera and microphone

Female doctor waving to female patient on Zoom

Before your appointment, test your device’s camera and microphone to make sure they are working:

  • Check Settings: Go to your device’s settings to ensure the camera and microphone are enabled.

  • Use Headphones: Using headphones with a built-in microphone can improve sound quality and reduce background noise.

  • Do a Test Call: Make a test call with a friend or family member to check the audio and video quality.

Get familiar with the required software or app

Your healthcare provider will use a specific telehealth platform or app for the virtual visit that you may not be familiar with. To save yourself some frustration do these tasks well in advance of your virtual visit:

  • Download in Advance: Download the required software or app well before your appointment.

  • Create an Account: If necessary, create an account and log in to familiarize yourself with the platform.

  • Explore Features: Take some time to explore the features, such as how to join a call, mute/unmute yourself, and turn the camera on/off.

With your tech ready, it’s time to collect important medical information for your appointment.

Gather Your Medical Information

Flatlay of small medical items

Update your medical history

The doctor may ask you about your medical history, or ask you to fill out a form to collect it. Be sure to include:

  • List Past Conditions: Note all your past medical conditions, surgeries, and hospital stays.

  • Your Family History: Include any relevant family medical history, such as chronic illnesses or genetic conditions.

List current medications and dosages

Pills and capsules (pink white and tan)

Make a list of all the medications you’re taking, including:

  • Prescription Medications: Write the name, dosage, and frequency for each prescription.

  • Over-the-Counter Medications: Don’t forget to list any over-the-counter (OTC) medications, supplements, or vitamins you’re taking, and any you’re thinking about starting.

  • Recent Changes: Note any recent changes in your medications or dosages.

Note any recent changes in your health

Keep track of any new symptoms or changes in your health:

  • New Symptoms: Note any new or worsening symptoms, such as pain, fatigue, or changes in appetite.

  • Measurements: If applicable, record any recent measurements like blood pressure, weight, or blood sugar levels.

Prepare questions for your doctor

Make a list of questions and have it ready to help you get the most out of your appointment, such as:

  • Symptoms: Ask about any symptoms or concerns you have.

  • Treatment Options: Inquire about treatment options, side effects, and alternatives.

  • Follow-Up: Ask about the next steps and any follow-up appointments or tests.

Next, we’ll create the right environment for a successful virtual visit. 

Setting Up Your Space

Redhead with airpods and green wall

For the best virtual visit experience, make sure your environment is prime and ready to go.

Choose a private area for your appointment

Select the right environment for your virtual visit is essential to minimize interruptions and maintain privacy:

  • Choosing the Right Space: Select a quiet and private room where you can close the door and you won’t be disturbed.

  • Inform Household Members: Let others in your household know about your appointment to avoid disturbances.
  • Minimize Background Noise: Close windows and doors, and turn off any noisy appliances.

  • Ensure Good Lighting:
    • Natural Light: Natural light is best so the doctor can see you clearly. Position yourself facing a window if possible.

    • Artificial Light: If not, use a lamp if natural light is not available. Avoid backlighting (light shining from behind you), which can make it hard for your doctor to see you.

Keep water, pen and paper nearby 

Taking notes during your appointment can help you remember important information. And having water nearby can be helpful in case you get warm or have to cough during the call:

  • Stay Hydrated: Drinking water can help keep your throat clear and prevent coughing.

  • Comfort: Having water on hand can make you feel more comfortable during the call.

Log on before your appointment time

Being on time for your appointment shows respect for your doctor’s schedule. To ensure a smooth virtual check-in:

  • Check Your Connection: Ensure your internet connection is stable and your device is ready.

  • Log In Early: Try to log in at least 10 minutes before your appointment time in case of  any technical issues.

OK, you’re ready! You’re logged in and seated in a quiet, well-lit room with your water, pen, medical history, prescriptions, and questions. Let’s go!

During the Virtual Visit

Doctor with teal scrubs and patient virtual meeting

Now, let’s go through what to do during your virtual doctor appointment.

Speak clearly and concisely

Clear communication is essential for a successful virtual visit (Coleman, 2020):

  • Speak Slowly: Speak slowly and clearly to ensure your doctor understands you.

  • Be Concise: Try not to ramble. Get to the point quickly to make the most of your appointment time.

  • Ask Questions: Don’t be afraid to ask your doctor about anything you need to know or don’t understand.

Show any visible symptoms to the camera 

If you have visible symptoms, such as a rash or swelling, adjust your camera angle to clearly show the affected area.

Take notes on doctor’s advice and next steps

Taking notes can help you remember important information:

  • Write Down Instructions: Note any instructions or advice from your doctor, and confirm it with them.

  • List Follow-Up Actions: Record any follow-up actions, such as scheduling tests or appointments.

Confirm how to fill your prescriptions

Multi colored pills illustration

Be sure you know how and when to get your prescriptions after a virtual visit:

  • Pharmacy Information: Make sure your doctor has the correct pharmacy information.

  • E-Prescriptions: Your doctor may send an e-prescription to your pharmacy.

Finally, let’s discuss what to do after your virtual visit.

Follow-Up Actions

Redhead writing notes with green wall

Schedule follow-up appointments and access your medical records online

Follow-up appointments are often necessary for ongoing care. Your virtual doctor visit may be shorter than an in-person visit. Before you go, don’t forget to schedule your follow-up appointment if needed, and learn how to access your records online.

  • Contact Information: Label your doctor’s contact information in your phone so it’s there when you need to call them.

  • Patient Portal: Most healthcare providers offer a patient portal where you can access your visit summary and medical records. You can also schedule follow-up appointments there as an alternative to a call.

  • Download Records: Download and save important documents for your records.

Conclusion

Virtual doctor visits offer a convenient way to receive medical care, and with the right preparation, are just as effective as in-person appointments. By ensuring a stable internet connection, testing your device, gathering your medical information, and setting up a suitable space, you can make the most of your telehealth visit.

Don’t hesitate to ask questions and get clarification during your virtual doctor visit. Remember to communicate clearly, take notes, and follow up on any actions they recommend. With practice, you’ll find that telehealth can be a valuable tool to manage your health and wellness.

Do you prefer to use telehealth services or see your doctor in person? Why?

References

5 Common Misconceptions about Telehealth: What Research Has to Say. (n.d.). Solutionreach. Retrieved from https://www.solutionreach.com/blog/10-misconceptions-about-telehealth-and-what-research-has-to-say-about-it

Coleman, C. (2020. Health Literacy and Clear Communication Best Practices for Telemedicine. Health Literacy Research and Practice;4(4):e224-e229. doi:10.3928/24748307-20200924-01.

Hasselfeld, B. W. (n.d.). Benefits of Telemedicine. Johns Hopkins Medicine. Retrieved from https://www.hopkinsmedicine.org/health/treatment-tests-and-therapies/benefits-of-telemedicine

Henderson, E. (2023). Virtual or in person: Which kind of doctor’s visit is better, and when it matters. (2023). News Medical. Retrieved from https://www.news-medical.net/news/20230306/Virtual-or-in-person-Which-kind-of-doctore28099s-visit-is-better-and-when-it-matters.aspx

How do virtual visits work? (2023). UnitedHealthcare. Retrieved from https://www.uhc.com/news-articles/benefits-and-coverage/virtual-visits

Lee, C. (2023). Common Misconceptions About Working in Telemedicine. Retrieved from https://openloophealth.com/blog/common-misconceptions-about-working-in-telemedicine

Lee, E. C., Grigorescu, V. Enogieru, I., Smith, S. R. Samson, L. W., Conmy, A. B. , & De Lew, N. (2023). Updated National Survey Trends in Telehealth Utilization and Modality (2021-2022). Assistant Secretary for Planning and Evaluation (ASPE). Retrieved from  https://aspe.hhs.gov/sites/default/files/documents/7d6b4989431f4c70144f209622975116/household-pulse-survey-telehealth-covid-ib.pdf

Robeznieks, A. (2023). How telehealth’s future came into clearer view in 2023. American Medical Association (AMA). Retrieved from https://www.ama-assn.org/practice-management/digital/how-telehealth-s-future-came-clearer-view-2023

Stewart, C. (2024). Telemedicine – statistics and facts. Statista. Retrieved from https://www.statista.com/topics/12106/telemedicine/

Telehealth: What Is It, How to Prepare, Is it Covered? (n.d.). National Institute on Aging. Retrieved from https://www.nia.nih.gov/health/medical-care-and-appointments/telehealth-what-it-how-prepare-it-covered

Telehealth for rural areas. (2024). Health Resources & Services Administration (HRSA). Retrieved from https://telehealth.hhs.gov/providers/best-practice-guides/telehealth-for-rural-areas/access-to-internet-and-other-telehealth-resources

The Pros and Cons of Virtual Care. (2022). bravo. Retrieved from https://www.bravowell.com/resources/the-benefits-of-virtual-healthcare

Top 10 Telemedicine Myths. (n.d.). WeHealth Retrieved from https://wehealth.nyc/top-10-telemedicine-myths/

Why use telehealth? (2024). Health Resources & Services Administration (HRSA). Retrieved from https://telehealth.hhs.gov/patients/why-use-telehealth

Zulman, D. M., & Verghese, A. (2021). Virtual Care, Telemedicine Visits, and Real Connection in the Era of COVID-19: Unforeseen Opportunity in the Face of Adversity. JAMA; 325(5), 437–438. doi:10.1001/jama.2020.27304