Virtual Care: Video and Telehealth Appointments

Virtual Care and COVID-19

As part of our ongoing efforts to reduce the spread of COVID-19, we are increasing our use of virtual care visits. These visits allow you to stay in the safety and comfort of your home, while providing a real-time connection with your healthcare provider on a mobile device, phone or computer.

What to Expect with Virtual Care Appointments

You can have a virtual appointment through a video visit or a phone call.

During your virtual care visit, you will:

Talk with your provider
Have your provider review your medical history, answer your questions, diagnose your symptoms, and prescribe medicines as needed

Request a Virtual Appointment

Types of Virtual Care Visits

Providers can see you virtually (through video or over the phone) for a variety of conditions that do not require an in-person appointment.

For phone visits, your provider will call you during your appointment window. For video visits, you will receive a link through text message or email.

How to Make an Appointment

Call your provider’s office or request an appointment online to get started. You can also contact your Baystate Health provider through the MyBaystate patient portal.

Find a Provider

Current Baystate Health primary care patients can book appointments directly online with their primary care provider.

Book a primary care appointment

See the FAQ below for information about medical conditions our providers can address using virtual care.

Video Visits

Video visits are done through BH Connect, our virtual care platform.

What to Expect in Your Video Visit

We have updated BH Connect so you’ll have an easier, improved experience. You will no longer need to register or download an app – instead, you will simply need to click on a link to join the video call.

How it works:

You will receive a link directly from your provider (through text message or email) within the window of 15 minutes before or up to 15 minutes after your scheduled appointment time. Please only contact your provider’s office if you have not received your appointment link beyond 30 minutes of your scheduled appointment time.

Once you receive your link, please:

Click on the link (sent via text or email)
Type your name
Click “Join” to start your appointment
When your video visits starts, you'll see both yourself and your provider on screen as you do with tools like FaceTime or Skype. Your provider will see the same.

Please note: The BH Connect mobile app has been discontinued. We recommend deleting it from your mobile device.

MyBaystate Patient Portal

You can also message your provider through the MyBaystate patient portal.

Through MyBaystate, you can:

Send secure messages and images to your providers
Request appointments, including virtual care video visits
Request prescription refills
See lab and radiology results, medicines, health issues, allergies, vaccine records, and visit summaries
Get answers to medical questions from our community outreach librarians
Manage health information for family members /dependents
Pay medical bills

Download the App

When should I use virtual care?

I have a fever, cough, shortness of breath or concern for exposure of COVID-19.
I feel sick and cannot leave home.
My busy schedule is permitting me from making an in-office appointment.
My provider is not available for an in-office appointment but I would like to seek urgent care from an alternate Baystate Health provider who has availability.

What types of conditions are right for a virtual visit?

Virtual care visits will be used for patients who do not need a hands-on physical examination. When you schedule your appointment, we will help decide what type of appointment is best for your care.

Conditions that we can see you virtually for include:

Cold, cough, sore throat, and flu
Fever, body aches, and chills (for adult patients 65 years and younger)
Bronchitis
Sinus infection (sinusitis)
Headache
Pink eye or itchy eyes
Painful urination
Skin rash/ mole check
Minor joint paints and sprains
Diarrhea/constipation/indigestion
Insect or tick bites
Shoulder and back strains
Seasonal allergies
STD/STI (sexually transmitted diseases and infections)
Vaginal infections

BH Connect can also be used for ordering lab work for work or school, and ordering screening for cholesterol or diabetes.

In an emergency, always call 911.

What conditions are not right for virtual care?

If you need emergency care, call 911. If you need X-rays, you’ll need to be seen in person.

What if I don't receive a text or email?

You should receive a text message or email within the window of 10 minutes before or up to 15 minutes after your scheduled appointment time. If you have not yet received a text message or email 30 minutes after your appointment time, please contact your provider's office.

Do I still need to use the BH Connect mobile app?

No, you no longer need to use the BH Connect app – it has been discontinued. We recommend that you delete the app from your mobile device.

When you make a virtual appointment, you will now receive a link through text message or email – no app required.

How much do telehealth visits cost?

A co-pay may be applied depending on insurance coverage and appointment type.