AMGA CMO Council: Pros and Cons of Video Visit Platforms

AMGA COVID-19 Resources

Discussion Summary
April 16, 2020

This summary is based on a discussion via AMGA’s Chief Medical Officer/Medical Director Council listserv as of April 16, 2020. For more information about the CMO Council, please click here.

Question: What is everyone's experience with the various video visit platforms?

While many groups are considering comprehensive, integrated health platforms for video visits, as the need for video visits “blew up” during the pandemic, they often opted for immediate solutions that physicians and patients were comfortable with. The urgency led many groups to accept a combination of ready-made, solutions to accommodate immediate needs.

Criteria for selecting a platform include:

  • Protecting provider personal number or email
  • Good compatibility with different operating systems and browsers
  • Easy end user interface (particularly for patients)
  • Quick and easy to scale up (# of visits/users/licenses)
  • HIPAA compliance
  • Low or no cost

Based on this CMO Council discussion, the most common video platforms used during COVID-19 are Zoom,, Facetime, and Doximity. A number of other platforms were also mentioned including: Google Duo, MyChart, Intouch, BlueStream Health, and Qliq.



  • We are using Zoom and have been able to integrate it directly into Canto and Haiku (IOS only).
  • We had Zoom under contract, and with IT support, we were able to get some additional securities built in and get the needed number of Zoom licenses.


  • Feedback from providers and patients is Zoom created difficulty with the need to email out the link and get patients to logon in a timely manner.
  • We used Zoom until there was a hack text reaching one of our patients, potentially from a Zoom visit. Now we have eliminated Zoom.
  • We are using Zoom but want to look into a HIPAA-compliant alternative post-COVID.



  • Patients and providers prefer FaceTime due to its simplicity.
  • FaceTime has quickly emerged as the preferred modality due to ease of use for some patients.
  • Rather than taking on the cost [associated with the clinic version of another platform, we decided to utilize FaceTime while it is an option.


  • Some providers are using FaceTime, but we are pushing away given the need for HIPAA compliance.



  • Three weeks ago we had no telehealth platform except "My Chart" telephonic visits for primary care. Using, we completed 4,500 telehealth visits last week. We now have a robust telehealth program and expect volumes to increase using the platform.
  • We had been using and quickly moved to the professional version for docs that are using it regularly. We have had great success using the professional version.
  • We have moved to due to ease of use and HIPAA compliance. We are using the free version and most providers are happy.
  • We have an older population, it [] makes it easier to get patients to the "waiting room."
  • We started using the clinic version of three weeks ago. Great adoption.


  • The free version of is limited.
  • Most of the support calls we get from physicians are related to or Zoom.
  • The paid version has a few added benefits, but we felt they were not worth the cost.



  • Doximity is piloting a Doximity Dialer, allowing providers to assign a phone number (i.e., office number) when calling for a video visit.
  • We’ve held 2,000 to 3,000 visits with few issues. We had to update our Chrome browsers in some clinics for video connections to work, but that was an internal problem.
  • We are starting to see more of our physicians using Doximity.


  • Doximity video dialer does not work in iOS (yet).
  • A few providers are utilizing Doximity. It is only compatible with phones, not other devices.