How are American Well™ conversations different from e-Visits?
A conversation in American Well is an interactive consultation between a consumer and clinician. This consultation can occur via Web-based videoconferencing, telephone, secure chat, secure voicemail, or secure messaging. The scope of medical services offered during a consultation can range from providing general advice to making a diagnosis and providing care. The term "e-visit" is typically used to describe asynchronous (not live or interactive), secure messages that are sent between consumers and physicians they know from office visits. Our service offers consumers the ability for live interaction with a wide spectrum of clinicians, and is therefore different from e-visits.
How does American Well ensure physician availability at any time?
American Well uses an intricate supply management system to match physician availability and consumer demand. Physicians who make themselves available are aggregated into "pools" of their respective discipline, which in turn are tapped into by consumers' "demand". No single clinician needs to be available at any point in time, as pools are constantly changing based on the discretionary availability of the physicians.
How is continuity of care ensured? How are results shared with the PCP?
Consumers are encouraged and reminded to send their American Well conversation summaries to their PCP or care coordinators. In addition, health plans are now considering potential rewards to PCPs for reviewing and following up on their consumers' consultation summaries as part of pay-for-performance programs.
In addition to physicians, can others provide services on American Well?
Absolutely. Other providers can offer services through American Well and consumers will have the option of choosing to speak to such providers based on their health concern. Providers may include nurses, care managers, dieticians, health coaches, and others.
How do physicians get paid?
Physicians are compensated for American Well consultations in the same way as an office visit. This includes the consumer's co-pay and the health plan portion (depending on the member's benefit). American Well claims are often processed more quickly, because the claim is automatically submitted during the consultation, and the member's co-pay is charged to a credit card before the consultation begins.
How are physicians credentialed?
Participating physicians are credentialed by the health plan or delivery network operating the American Well service. Typically, physicians participating in a product network (e.g., PPO) are eligible for delivering service on the system.
How are physicians evaluated for their service on American Well?
At the end of each conversation on American Well, consumers are asked to provide feedback about their satisfaction with the service. These ratings reflect a consumer's experience with a physician and do not measure the professional skills of the consulting physician.
