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COVID-19 Information

Keeping Us All Safe

We're doing everything we can to provide safe care in our facilities. Whether you need to visit the ED for an emergency or you're coming in for a visit, we assure you that we are taking detailed measures to keep you safe. 

Precautions include:

  • Limiting visitors
  • Requiring masks for all patients and visitors
  • Cleaning rigorously
  • Screening patients and visitors for COVID-19 symptoms
  • Providing caregivers with essential PPE
  • Practicing physical distancing
  • Designating areas in our emergency departments for patients with suspected COVID-19
  • Educating our staff continually on COVID-19 prevention

Re-imagining How We Provide Care

It is a privilege to care for you. To ensure safety, we are offering both in person and virtual appointments. Learn more about what to expect.

In-Person Appointments

While we have expanded our use of telehealth for many appointments, we are still safely seeing patients in person as needed.

What will my visit look like?

Whenever possible, we will reduce physical and face-to-face interactions. That means you may be asked to provide insurance or copayment information on the phone before your appointment. It also means that you may be offered a telehealth visit instead of an in-person visit.

Your provider’s office will guide you through your options and steps.

How do I check in for my appointment?

Depending on your situation, you might have a virtual check-in, you might wait in your car, or you might sit in a waiting room. Often, we can escort you directly to the exam room and skip the waiting room altogether.

How will waiting rooms look different?

  • Windows or plexiglass barriers have been installed at registration desks
  • No magazines or pamphlets
  • Reduced seating
  • Everyone is required to wear a mask

See below for more about our safety procedures including cleaning, screening, and safe distancing.

Virtual Care

We offer virtual care options for all Baystate Health patients, including telehealth phone calls and video chats with providers and secure messaging through the MyBaystate patient portal.

What should I expect during a virtual appointment?

With telehealth, you can talk with your provider in real time from the comfort of your home. During your telehealth appointment, your provider will:

  • Talk with you about your symptoms and conditions
  • Review your medical history, answer your questions, diagnose your symptoms, and prescribe medicines as needed

Learn more and make an appointment. 


We offer both drive-through and walk-up testing by appointment. You must have a referral from your provider in order to make a testing appointment. If you don’t have a primary care provider, you can contact urgent care for a referral.

COVID-19 Info

What to Do:

Policy Updates

Read these frequently asked questions for more about COVID-19.

Service Changes

As part of our efforts to reduce the spread of COVID-19, we are consolidating services at our outpatient locations.

Affected services are listed here. We will update information as service offerings change. Please call your provider's office if you have questions about services and appointments. 

How is Baystate cleaning to reduce the risk of infection?

We follow all guidelines set forth by the state and federal government. Additionally, we adhere to our own strict standards of cleaning, screening, wearing masks and physical distancing (or social distancing):

  • We clean our hands and surfaces frequently and rigorously, including public high-touch areas like doorknobs and waiting room surfaces.
  • We clean our exam rooms after every patient with cleansers that are effective against all common infectious germs, including COVID-19.
  • We provide hand sanitizer and ask patients and visitors to use it upon entering our buildings.
  • We have made changes to increase fresh air intake and filtration of air.
  • We have replaced carpet with tile for ease of cleaning.

To ensure your safety and the safety of others, we ask that you follow all guidelines including wearing a mask, cleaning your hands, and maintaining distance from other people.

What screening procedures should patients expect?

We are screening all patients and staff for COVID-19 symptoms. If you have symptoms, you will be referred to your primary care provider or urgent care to help you schedule a testing appointment.

All employees with COVID-19 symptoms must stay home until their symptoms have resolved.

What happens if I go to the hospital with COVID-19 symptoms?

If you are admitted to the hospital through the emergency department, you will be screened and then tested for COVID-19 (with results in about 8 hours) if you have symptoms.

You will not be allowed into the hospital unless you have symptoms that require immediate emergency medical attention, including but not limited to:

  • Trouble breathing
  • Persistent pain or pressure in the chest
  • New confusion or inability to arouse
  • Bluish lips or face

Who can get tested for COVID-19?

Anyone with COVID-19 symptoms and a referral from a primary care or urgent care provider can be tested for COVID-19.

What are the rules for safe distancing in Baystate facilities?

We ask all employees and patients to follow safe distancing guidelines (keeping a distance of at least 6 feet) whenever possible.

What changes can I expect to facilitate physical distancing?

  • You may see fewer staff in our facilities.
  • We are requiring masks for providers and patients.
  • We have redesigned our spaces to ensure physical distancing in our waiting and care areas.
  • We are installing physical barriers (plexiglass at registration) to protect employees and patients entering our facilities.

We ask that you help us all stay safe by:

  • Adhering to our notices and signs for safe distancing including markers on where to stand.
  • Keep a physical distance of at least 6 feet from other patients in waiting areas.
  • Attending appointments alone (with the exception of parents/guardians and necessary caregivers)

Are patients and providers required to wear masks?

We are requiring masks for providers and patients. You can bring your own, or we will provide one.

All staff will be masked at all times. In addition, clinical staff will be wearing face shields or goggles and gloves. In some situations, clinical staff will also wear gowns.

I heard there was an outbreak at Baystate. What happened?

Baystate Medical Center (BMC) identified COVID-positive patients and employees on a non-COVID clinical unit, and took immediate steps to respond. Learn more.

COVID-19 Testing

We offer both drive-through and walk-up testing by appointment.

Learn More
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How We're Keeping You Safe

Delaying necessary trips to the hospital can be dangerous. 

Learn more about hospital safety