Case Study: Southwest Medical Associates achieves rapid patient adoption and improved access with Amwell telemedicine

Southwest Medical’s Winning Strategy for Telehealth

Southwest Medical Associates, a large multi‑specialty group based in Las Vegas, wanted to expand same‑day, on‑demand care and attract new patients by offering a direct‑to‑consumer telehealth option. To meet goals around improving patient experience, population health and lowering per‑capita costs, Southwest Medical partnered with Amwell to build a branded telemedicine service (SMA NowClinic).

Amwell provided the platform, clinical wraparound via Amwell Medical Group and implementation support for a pilot and full launch, including integrated marketing and provider training. The program delivered strong outcomes: 33K+ enrollments and 20K+ visits, average wait ~4:49 and visit ~8:15, 92% of members rated the experience 4–5 stars and NPS was 85%; an academic study showed telehealth follow‑ups at 4% versus 26% for in‑person URIs. Amwell remains the vendor partner as Southwest Medical expands services (behavioral health, rheumatology) and extends coverage to Medicaid and Medicare patients.

Southwest Medical Associates

Eugene Somphone

Medical Director of On Demand Medicine