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American Well: the Doctor Will See You Now

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American Well: The Doctor Will E-See You Now
Background
American Well is the brain child of Ido and Roy Schoenberg. Brothers, cofounders, and physicians they founded this online company in an attempt to improve access and change the delivery of healthcare. By having physicians available online, it changes the interaction between patient and provider. In today’s healthcare model, the patient is subject to the provider’s schedule and may have to wait days, weeks, or even months to obtain an appointment. American Well’s vision of the healthcare delivery model is to use the internet to connect the patient and the provider together within minutes. American Well was developed at a time when the demand for computer-based tools to collect, manage, communicate healthcare information and transactions was high. For American Well, this turned out be perfect timing. Physician adoption to new technology and payors willingness to reimburse for electronic communication paved the way for American Well to build their platform and move forward with a different model of healthcare delivery.
Key Issues * HIPAA – IT Platform of American Well must be HIPAA Compliant * AMA assigned descriptive phrases and numeric codes to electronic, online communication between patient and providers. * Payors do not reimburse without a code. * However, most insurers still do not cover online services due to concerns over privacy, security, and patient demand. * American Well’s value propositions: * Value to the Customer – convenience, quality, affordability and choice * Value to the Physician – allow flexibility and alleviate need for infrastructure (office, staff, overhead, etc) * The patient would log in for a 10 minute session, indicate what type of doctor they wanted to consult, and they would get a list of available physicians to choose from. *

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