Most video visits are done through our BH Connect app. If your provider uses Webex, you'll need to follow the instructions for your Webex visit instead.
Register for BH Connect
Before your video visit, you will need to download the BH Connect app on the Google Play or the App Store and sign-up for push notifications. You can also sign up to use telehealth on a computer.
Schedule Your Appointment
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.
Preparing for your Video Visit
Please reference the email sent from "BH Connect" with your registration link and account information.
You will be contacted to review your insurance coverage and make any co-payments before your appointment. On the day of your video visit, please log in to your account 15 minutes before your scheduled appointment time and wait in the virtual waiting area until you connect "face-to-face" with your provider.
For the best experience using BaystateHealthConnect.org, we recommend you use the most updated versions of the leading web browsers such as Chrome, Firefox, Safari, and Internet Explorer.
For many situations, a phone call with your provider can replace an in-person appointment.
Schedule an Appointment
To make a virtual appointment, simply contact your provider's office as you normally would to make an appointment. Many appointment requests can be made online by selecting a provider.
Before Your Call
You will be contacted to review your insurance coverage and make any co-payments before your appointment.
Please be ready to receive a call within the window of 10 minutes prior or 15 minutes following your scheduled appointment time.
Please note that the caller ID may not show "Baystate Health" and it may appear as a "Spam" or "Unknown" number on your mobile device.
How Telehealth Works
1. Call your Baystate Health provider's office
Call your provider's office to review your symptoms and request a virtual visit, or request an appointment online or through the MyBaystate patient portal. The scheduling team will talk to you and decide if telehealth will work for your situation.
2. Confirm your appointment
Your provider's office will schedule your appointment and email you the time and link for your video visit or the time for your phone visit.
3. Register and sign in
For video visits, you will need to 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, 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. Be ready for your appointment
For phone visits, your provider will call you during the appointment window.
For video visits, you will use the BH Connect app, which 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.
If you will be late or cannot keep your appointment, please contact your provider's office. If needed, we will happily reschedule your appointment to a more convenient time. For more information, please see our frequently asked questions below.