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Virtual Care: Phone and Video Appointments

Telehealth and COVID-19

As part of our ongoing efforts to reduce the spread of COVID-19, we are increasing our use of telehealth video 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.

It is our privilege to care for you, and we deeply appreciate your partnership and trust as we take all necessary steps to ensure safety throughout your healthcare experience.

What to Expect with Virtual Appointments

Virtual appointments can take place via a phone call or a video 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.

Video Appointments

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.

Sign Up

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

Phone Appointments

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. 

Find 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.

Webex Appointments

Some providers use the Cisco Webex Meetings app for visits with patients. 

If your provider invites you to use Webex for an appointment, we recommend you download and learn how to use Webex ahead of time if possible. 

Here are some how-to guides to get you started:

Learn how to download the App

Learn how to use Webex

Learn how to join a Webex meeting

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. 

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 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.

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

Yes. Virtual visits are available only to patients who are currently seen by a Baystate Health provider or practice.

Who is eligible for a telehealth visit?

Current Baystate Health patients are eligible to use telehealth appointments.

Do I need a referral for a telehealth visit?

All  telehealth visits will be scheduled through your provider or practice. Patients will be recommended for a telehealth visit based on their symptoms and conditions.

What technical requirements do I need to access BH Connect video visits?

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 telehealth visits cost?

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