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Coronavirus (COVID-19): check here for visitor policy, what to do if you're sick, and more.

BH Connect Telehealth

Telehealth and COVID-19

As part of our ongoing efforts to reduce the spread of COVID-19, Baystate Health is increasing its use of telehealth video visits for current Baystate Health patients. These visits allow you to stay in the safety and comfort of your home, while providing a real-time connection (similar to FaceTime or Skype) with your healthcare provider on a mobile device, phone or computer.

To register: Download the free Baystate Health Connect app on your mobile device or phone, or go to to register and sign in on your computer.

To schedule: You must call your Baystate Health provider’s office to schedule a telehealth video visit with BH Connect – appointments cannot be made online or via the app. You must be a current Baystate Health patient to use Baystate Health Connect.

See the FAQ below for more information about medical conditions our providers can address using BH Connect.

Download on Google Play or the App Store.


Here’s how it works:

1. Call your Baystate Health primary care office or provider to review your symptoms and request a video visit. The scheduling team will talk to you and decide if BH Connect will work for your situation.

2. Confirm your appointment. Your primary care office or provider will schedule your appointment and email you the time and link for your video visit.

3. Register and sign in: Download the free Baystate Health Connect app on your mobile device or phone, or go to BaystateHealthConnect.Org to register and sign in on your computer. When registering, please:

  • Create an account
  • If creating for your child (applicable patients of Baystate General Pediatrics) add your child/children’s name under the “More” tab
  • Your screen will display that there are no services available – do not worry.
  • Once your appointment is scheduled (after calling our office), a calendar notification will appear on your screen.
  • Record your password - that way when you call to schedule an appointment, all your information is readily available.

    4. Video chat. BH Connect works like FaceTime or Skype. When your visit begins, you'll see both yourself and your provider on screen. Your provider will see the same.

Frequently Asked Questions

When should you use Telehealth?

  • 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 BH Connect telehealth visit?

  • 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 Telehealth?

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

What happens during a BH Connect telehealth visit?

During a telehealth video visit, you will:

  • Talk with your primary care provider (or an available Baystate Health primary care provider)
  • Have your provider review your medical history, answer your questions, diagnose your urgent care symptoms, and prescribe certain medications as needed

Do I have to meet with a Baystate Health provider in-person before I can schedule a BH Connect telehealth visit?

Yes. BH Connect telehealth visits are available only to patients who are currently seen by a Baystate Primary Care provider/practice. New patients outside of the Baystate Primary Care network cannot utilize BH Connect telehealth visits.

Who is eligible for a BH Connect telehealth visit?

Currently enrolled patients within the Baystate Primary Care network. At this time, BH Connect telehealth visits are not being offered to patients at Baystate Brightwood Health Center, Baystate High Street Health Center or Baystate Mason Square Health Center.

Do I need a referral for a BH Connect telehealth visit?

All BH Connect telehealth visits will be scheduled through your Baystate Primary Care office or other practice. Patients will be recommended for a BH Connect telehealth visit based on their symptoms and conditions.

What technical requirements do I need to access BH Connect?

For the best experience using, we recommend you use the most updated versions of the leading web browsers such as Chrome, Firefox, Safari, and Internet Explorer.

What if I have a child over the age of 18 who is still on my health insurance?

Your child should create their own separate account and enroll as an adult.

How much do BH Connect visits cost?

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