1. Employee Resources Center
2. COVID-19 Guidance and Resources
3. Telehealth Resources

Telehealth at NYC Health + Hospitals

At NYC Health + Hospitals we offer many telehealth services to our patients across our ambulatory, behavioral health, ED, inpatient, and post-acute settings. See below to learn more about our telehealth efforts, find tip sheets and trainings, and more!

If you have questions about how to use telehealth with your patients, please email the Ambulatory Care Telehealth Team at NYC.telehealth@nychhc.org.

If your patients need assistance accessing telehealth services at NYC Health + Hospitals, please refer them to our patient-facing telehealth website.

Outpatient Telehealth Services (updated 11.18.2020)

Televisits (telephone-based encounters

A televisit (telephone-based visit) is a specific visit type in Epic that can be scheduled and is intended for use by MDs, DOs, NPs, and PAs. Alternatively, for unscheduled, non-billable encounters, provider can use the “telephone encounter” type. During the COVID-19 pandemic, televisits were expanded to be a billable service for RNs, PharmDs, and select other providers as well.

Televisit Training

• Tip Sheet for Ambulatory Care Providers
• Tip Sheet for Behavioral Health Providers
• Tip Sheet for Provide Check-in / Check-out
• Tip Sheet for Non-Billable, Non-Scheduled "Telephone Encounters"
• FAQ on Televisits FAQ's

Video Visits

Video visits are now available for scheduling at all NYC Health + Hospitals outpatient sites as MyChart Video Visits. Patients access the video using their MyChart account; providers access the video through Epic. We are working on a back-up solution to use Doximity Video Caller if patients are unable to use MyChart or there are technical issues. See below for training and troubleshooting, and please direct any questions to NYC.telehealth@nychhc.org. Please call or email the Enterprise Support Desk for real-time troubleshooting support.

Group video visits are available via Cisco Webex Telehealth accounts, which are granted on a case-by-case basis. Please reach out to the Telehealth team for access and training.

Please note: The only software approved for conducting video visits at Health + Hospitals are Epic integrated video, Cisco Webex (Telehealth version) and Doximity. Other apps (e.g. Facetime, Zoom, Doxy.me, Whatsapp) are not approved for use at H+H.

Training for Providers and Staff

• MyChart Video Visit training video: this brief video gives a step by step demonstration of how to open, document, and close a MyChart video visit in Epic.
• MyChart Video Visits Playbook: this provides a high-level overview of MyChart video visits and is designated as a resource primarily for site leads/admin champions.
• MyChart – Patient Activation tip sheet: this summarizes the options for helping a patient get activated on MyChart.
• Telehealth provider tips: this is a summary of provider guidance for conducting video visits, addressing topics such as patient safety, consent, physical exam, and “webside” manner.
• VMware Tip Sheet: this tip sheet explains how you access Epic from home using VMWare Horizon Client
• MyChart Video Visits Q&A Slides: this is an overview of the video visit workflow with answers to commonly asked questions.
• MyChart Video Visits QA Follow Up: This FAQ guide covers questions raised at recent Q&A sessions.

Instructions for Doximity Dialer / Video App

• Doximity Video Dialer Tip Sheet: this tip sheet explains, step by step, how to use the Doximity Video Dialer App.

For Patients

• Patient-facing MyChart Video Visit: this tip sheet is designed for patients to use as they prepare for, and participate in, video visits.

Troubleshooting

• MyChart Video Visits Troubleshooting Guide: this is a summary of previously reported troubleshooting encounters, with resolution steps and tips.
• Enterprise Service Desk: If providers run into issues as they conduct their video visit they should contact the Enterprise Service Desk via phone or email (EnterpriseServiceDesk@nychhc.org). Please make sure to include all available information, such as date, time, patient MRN, and session information (within the video window, click the “speakerphone” symbol in the top left to pull up the session ID).

MyChart Patient Portal

MyChart is NYC Health + Hospitals’ patient portal. It is a free and secure online tool where patients can view and manage their health information at any time. It is the best way to connect our patients with their health care providers, from home.

Training for Providers and Staff

• MyChart Patient Activation tip sheet: this summarizes the options for helping a patient get activated on MyChart.
• MyChart Fundamentals Training for Clinicians/Front Desk: this ppt slideshow training provides an overview of MyChart functionality and activation for Providers and Clinicians
• MyChart Proxy Tip Sheet: this tip sheet demonstrates the Proxy granting process, from start to finish
• MyChart Proxy Tools: these tools help determine which Proxy type is appropriate for your patient.
• MyChart ‘Deep Dive’ Webinar Series: these training webinars delve deep into the functionality and use cases of MyChart. Topics include Patient Activation, Proxy, Lab Results Release, and more!

To learn more about MyChart, please visit the MyChart Resource Library.

• CCHP Overview - COVID-19 Telehealth Coverage Policies

Telehealth Guidance

Compliance and Legal Guidance (updated 11.18.2020)

During the COVID-19 pandemic, telehealth guidance from federal and state bodies changed rapidly. Here is the latest NYC Health + Hospitals summary of Legal and Compliance telehealth guidance for outpatient ambulatory care and behavioral health clinics during the pandemic.

• COVID-19 Telehealth - Article 28.pdf (Ambulatory Care)
• COVID-19 OMH Telehealth Giudance (Article 31.pdf) (OMH Clinics)
• COVID-19 OASAS Telehealth Guidance (Article 32.pdf) (OASAS Clinics)

Recent Payer Regulations

In addition, below find the most up-to-date publications from federal, state, and payer entities:

• CCHP Overview - COVID-19 Telehealth Coverage Policies
• CCHP Overview: COVID-19 Telehealth Coverage Policies 4.6.2020
• CMS COVID-19 Blanket Waivers for COVID Providers 4.15.2020
• CMS Medicare Telehealth Coverage and Payment Related to COVID19 3-5-20.pdf
• CMS Medicare Telemedicine Health Care Provider Fact Sheet 3-17-20.pdf
• CMS Medicare FFS COVID19 FAQs 4.9.2020
• NYSDOH Medicaid Telehealth Coverage and Reimbursement.pdf
• NYSDOH Medicaid Update- Special Edition Comprehensive Telehealth Guidance- 3-23-20.pdf
• NYSDOH Medicaid Telehealth COVID-19 FAQs 3.31.2020
• OASAS Telepractice Self Attestation 3-11-20.pdf
• OASAS Telepractice Waiver 3-9-20.pdf
• OASAS Telepractice Waiver Update 3-13-20.pdf
• OMH and OASAS Telehealth Guidance Slides 3.17.2020
• OMH Self-Attestation for Telemental Health during Disaster Emergency 3-11-20.pdf
• OMH Supplemental Guidance- Use of Telemental Health 3-13-20.pdf
• OMH Use of Telemental Health During Disaster Emergency 3-11-20.pdf
• OMH Use of Telemental Health Guidance 3.30.2020

Telehealth Intitatives (updated 11.18.2020)

In addition to the outpatient initiatives above, NYC Health + Hospitals has many ongoing innovative telehealth projects. Projects were launched via the system-wide 2019 Telehealth Challenge or in response to the COVID-19 pandemic. These include:

• Video communication in inpatient isolation rooms
• ED triage with video COVID screening
• ED tele-Medical Screening Exam to divert low level patients from the ED
• TeleICU
• Interfacility inpatient teleconsults (including Palliative Care, Neurology, Cardiology, Urology, and Infectious Diseases)
• Patient-family communication via tablets