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Press Releases

NYC Health + Hospitals' Virtual Expresscare Proves To Reduce Unnecessary Emergency Department Visit; Connects Patients With Ongoing Primary Care

Public health system's virtual ExpressCare expanding to 24/7 service

Platform builds on the system's commitment to bring convenient, comprehensive care to all New Yorkers, especially during the COVID-19 pandemic

Aug 25, 2021

New York, NY

NYC Health + Hospitals today announced outcomes from its Virtual ExpressCare offering. Since it’s launch in March 2020, more than 16,000 patients have been treated through Virtual ExpressCare. This figure includes nearly 2,400 redirected 911 encounters, which prevented over 1,300 unnecessary EMS transports to nearby hospitals. Fulfilling its commitment to engage more New Yorkers in ongoing, preventative primary care, thirty percent of Virtual ExpressCare patients have been assisted in scheduling a primary care visit within 90-days of their virtual appointment. Due to its early success, NYC Health + Hospitals’ Virtual ExpressCare has expended to 24/7 service beginning in July. The City’s public health system’s Vrtual ExpressCare platform builds on the system’s commitment to bring convenient, comprehensive care to all New Yorkers, especially during the COVID-19 pandemic
“It’s good to see the impact our Virtual ExpressCare is having not only caring for New Yorkers from the comfort of their home when it’s most convenient for them, but also to see important resources being reserved for emergencies and critical cases,” said NYC Health + Hospitals Senior Vice President and Chief Quality Officer Eric Wei, MD, MBA. “As a public health system, our basic function is to meet people where they are for care. That means in an appropriate location, or during a time that works best considering New Yorkers’ busy lives. We look forward to continuing to expand this important service and reaching more people.”
New Yorkers who need to talk to a provider for urgent health issues can connect to a NYC Health + Hospitals emergency medicine provider for an evaluation within minutes. To access the service, patients can go to expresscare.nyc from any web browser on their computer, phone, or tablet device with a camera. No apps or downloads are needed to use Virtual ExpressCare and the service offers live in-screen interpretation services in over 200 languages, including American Sign Language. Virtual ExpressCare agents can also help eligible New Yorkers enroll in health insurance or NYC Care at the time of the visit. Patients can call 631-EXP-Care (631-397-2273) for a phone-only care option. Virtual ExpressCare hours are now 24/7.
More than twenty percent of Virtual ExpressCare patients treated are new to NYC Health + Hospitals. Five in six patients are able to stay home and avoid in-person urgent or ED care within seven days of their virtual appointment.
Since its launch, Virtual ExpressCare has continued to broaden the range of services and convenience to patients from the comfort of their homes. The platform’s “Save My Spot” feature allows patients in need of virtual urgent care to reserve an appointment to see a doctor up to 72 hours in advance.
The average wait to be connected to care is approximately five minutes and a virtual ExpressCare visit will take about 10 minutes. Common, non-emergency symptoms and health issues that can be treated by virtual ExpressCare include flu, cold, COVID-19, sinus infections, allergies, minor cuts and burns, upset stomachs, and sexually transmitted diseases.
To learn more about the system’s ExpressCare offering, or to find a location near you, please visit /services/expresscare/.