The Department of Veterans Affairs has signaled its intent to use Amwell's virtual health platform as part of the continuing modernization of VA's digital healthcare infrastructure.
If the initiative moves forward, the platform could support virtual clinical services across the VA enterprise, potentially improving how Veterans connect with providers, specialists, and healthcare teams throughout the country.
The announcement does not mean VA has awarded Amwell a finalized contract or that Veterans must begin using a new system.
Amwell announced on September 8, 2026, that it had received a nonbinding Letter of Intent from VA. Any actual agreement remains subject to contract negotiations and federal procurement requirements. The public announcement reviewed for this article was issued by Amwell and does not provide a federal contract number or deployment schedule.
What VA reportedly intends to do
According to Amwell's September 8 announcement, VA is considering deploying the company's virtual health platform across the VA enterprise to help modernize its digital health infrastructure.
The company says the proposed platform could support a broad range of clinical services, expand access to virtual care, provide scalable video consultations, improve care coordination, connect with other healthcare technology, and support secure virtual-care services alongside VA's electronic health record modernization.
Amwell describes more than nine million Veteran beneficiaries as the population the platform could potentially support. That figure does not mean nine million Veterans have been enrolled in or transferred to an Amwell system.
What a Letter of Intent means
A Letter of Intent generally documents the parties' interest in working toward a possible future agreement. It is not the same as:
- An executed federal contract
- A guaranteed contract award
- A completed procurement
- A confirmed implementation schedule
- A nationwide deployment
- A change Veterans must make today
Amwell expressly states that the VA letter is nonbinding and creates no contractual obligation for the Department. The company also identifies contract negotiations, procurement requirements, possible protests, changes in scope, federal funding, and timing among factors that could affect the proposal.
Until a definitive agreement is executed and implementation details are published, this should be understood as a significant development—but not a completed decision.
How VA telehealth works today
VA already delivers telehealth services in several settings. Veterans may receive certain services at home through a computer or mobile device, at a local clinic connected to a distant specialist, within a VA hospital, or through remote monitoring and other connected-care programs.
VA Telehealth Services describes virtual care delivered at home, in clinics, and in hospitals. VA Video Connect currently allows eligible Veterans to attend certain appointments through secure video, depending on the service, provider, facility, and individual healthcare need.
The Amwell announcement does not explain whether its platform would replace VA Video Connect, operate alongside it, provide underlying technology, or support only selected services. That is one of the most important questions VA must answer if a contract is finalized.
Why this could matter to Veterans
Better access to specialists
Veterans living in rural communities or far from major VA medical centers may have difficulty reaching certain specialists. Virtual care can reduce travel and allow a Veteran at home—or at a nearby VA clinic—to consult with a provider located elsewhere.
Improved continuity of care
Veterans frequently receive care from multiple VA facilities, Community Care providers, private hospitals, specialists, and emergency departments. A virtual platform that communicates effectively with VA's electronic health record could help clinicians understand what occurred during earlier appointments and what follow-up remains.
Technology alone cannot guarantee continuity. Information must be accurately documented, exchanged, reviewed, and made available to the Veteran and every authorized member of the care team.
Faster clinical collaboration
Virtual technology may allow primary-care providers, specialists, mental-health professionals, pharmacists, nurses, caregivers, and other authorized participants to collaborate without requiring everyone to be in the same location.
Reduced travel burden
Traveling to a VA facility can be difficult for Veterans with mobility limitations, chronic pain, respiratory disease, cardiac conditions, traumatic brain injuries, post-traumatic stress, or limited transportation. Virtual visits cannot replace every in-person examination or procedure, but they may reduce unnecessary travel when remote care is clinically appropriate.
The connection to VA's electronic health record modernization
VA is continuing the nationwide deployment of its Federal Electronic Health Record. VA says the system is intended to provide a common lifetime health record, improve coordination, standardize healthcare delivery, and increase interoperability. Learn about VA's EHR modernization.
VA's current deployment schedule calls for the Federal EHR to reach all 170 VA medical centers and their associated clinics by November 2031.
Amwell says interoperability and integrated care were among the factors considered during VA's evaluation. The practical question is whether information from a virtual appointment will move accurately and promptly into the Veteran's complete VA record. A virtual visit should not become another isolated piece of healthcare information.
Questions VA and Amwell still need to answer
- Which services will use the platform? Will it support primary care, specialty consultations, behavioral healthcare, rehabilitation, urgent care, remote monitoring, or other services?
- Will it replace VA Video Connect? Veterans need to know whether they will use a new application, account, or appointment process.
- When would deployment begin? No nationwide implementation schedule appears in Amwell's announcement.
- Will Veterans need new equipment? Device, browser, camera, microphone, internet-speed, and operating-system requirements must be clear.
- How will the platform accommodate disabilities? Accessibility must include Veterans with visual, hearing, speech, cognitive, mobility, and other limitations.
- What technical support will be available? Help should be accessible before and during appointments.
- How will virtual visits enter the medical record? Notes, instructions, medication changes, referrals, and follow-up responsibilities must be recorded accurately.
- How will Community Care information be handled? A new platform should reduce fragmentation rather than create another disconnected source.
- How will privacy and cybersecurity be protected? VA and Amwell should explain authentication, access controls, encryption, audit logging, retention, incident response, and subcontractor safeguards.
- What happens during an outage? Veterans and providers need continuity procedures when connections, devices, software, or VA systems fail.
No immediate action is required from Veterans
Veterans do not need to create an Amwell account, transfer records, download a new application, or change existing appointments based solely on this announcement. Continue following instructions from your VA facility and care team.
Be cautious of unsolicited messages or calls asking you to provide a VA.gov password, reveal an ID.me or Login.gov verification code, pay for VA telehealth access, upload records to an unfamiliar website, install unverified software, or provide banking information.
What PBRx.Vet will be watching
PBRx.Vet will monitor for a definitive contract announcement, final scope, implementation schedule, EHR integration, changes affecting VA Video Connect, accessibility requirements, rural broadband and device support, privacy protections, Veteran access to virtual-visit records, and procedures for interrupted appointments.
The important measure will not be the size of a potential contract or the technology company selected. It will be whether the system helps Veterans receive better, more connected care.
Virtual care must strengthen the Veteran's record
A successful virtual appointment should produce more than a video conversation. The resulting clinical information should become part of a durable and understandable health history—including what was discussed, what was decided, which medications changed, which referrals were ordered, and who is responsible for the next step.
Veterans should be able to find that information, understand it, and carry it forward to future appointments.
Virtual healthcare can expand access. Interoperable technology can improve coordination. A modern electronic record can help clinicians see more of the Veteran's history.
Those systems provide their greatest value only when they work together—and when the Veteran remains at the center of the record.