Frequently Asked Questions FAQs

• ExpressCare is a service that allows you to receive virtual care from a NYC Health + Hospitals provider using a smartphone, tablet, or computer.
• ExpressCare allows you to receive care for common physical, mental, emotional, and behavioral health issues that are not emergencies.
• You can connect with doctors, psychiatrists, social workers, and addiction counselors from anywhere in New York.
• Our team of highly experienced professionals have the clinical training to understand your health, provide a diagnosis and prescribe treatment and referrals if needed.
• We provide care in over 200 languages, including American Sign Language, with in-screen interpretation services.
• You can also visit one of our NYC Health and Hospitals locations to receive in-person care.

Virtual ExpressCare is available 24 hours a day, seven days a week. You can also receive care at a NYC Health + Hospitals in-person center.

Anyone.  For Virtual ExpressCare, you must be in New York State at the time of the visit.

ExpressCare is really easy to use and works best on fast and stable internet connections like Wi-Fi or LTE. Please make sure to have your video-enabled iPhone, iPad or Android device for these steps. We also need you to be in a safe and quiet indoor location before starting. ExpressCare works best on Safari, Chrome, and Edge.

• Go to expresscare.nyc to launch a visit from your mobile device or computer and click the Talk to a Provider Now button.
• When your browser asks for microphone and video permission, click ALLOW.
• You will then see a NYC Health + Hospitals support hero who will help you register and can also help you get insurance or NYC Care and enroll in MyChart so you can manage your care from anywhere.
• An ExpressCare provider will then treat you and coordinate next steps.

All ExpressCare telehealth visits take place over a secure line, and your privacy is assured.

A support hero can help you sign up for MyChart, NYC Health + Hospitals’ secure patient portal.  If you already have MyChart, you can sign-in to your account. MyChart allows you to:

• Access information from your virtual or in-person visit
• Review your medical records and notes from the provider visit
• Refill your medication
• Message your provider privately
• Pay bills
• Schedule follow-up appointments

To learn more about MyChart, visit https://epicmychart.nychhc.org/MyChart/

Yes. It is really important to wait in the waiting room in your browser.  Otherwise, ExpressCare may lose microphone and video permissions from your device and ExpressCare provider or staff will be unable to hear or see you.  If this happens, please wait for ExpressCare provider or staff to reconnect with you.  You should see a text message or email to enter a video visit or you may receive a phone call.

Please wait for ExpressCare provider or staff to reconnect with you.  They will send you a text message to reconnect and enter into a video visit.  If you do not click on this link, you will a phone call to the phone number of your choice.

Yes. With Virtual ExpressCare, you can visit expresscare.nyc to pick a time that is most convenient for you to talk to a provider. After you pick your time, you will receive a follow-up email or text message on instructions on how to enter a waiting room and connect with an ExpressCare provider. If you need to re-schedule, please do so using the link in the same email or text message.

Once you sign up for NYC Care, you can use ExpressCare and you will pay for the service based on reduced rates determined by your family size and income.

Yes. NYC Health + Hospitals will not be denied health care services at ExpressCare if you do not have health insurance.

• We can help you enroll in health insurance
• If you do not qualify or cannot afford health insurance, we can help you sign up for NYC Care, our health care access program.

ExpressCare accepts all major credit cards if you have any out of pocket expenses.  You can also pay bills through MyChart.

ExpressCare accepts most insurance plans.  Please refer to the How it Works page for a list of qualifying insurance plans.

ExpressCare Urgent Care is a service that allows you to speak with a provider about common health issues that are not emergencies from the comfort of your own home.

• With Virtual ExpressCare you can expect to wait 5 minutes to see a provider and a typical visit is between 8-12 minutes long.  
• The provider will assess you and advise you on what to do next to get healthy.

We treat common health issues that are not emergencies. Examples include:

You should NOT use ExpressCare if you are experiencing a medical emergency. In the event of a medical emergency, please call 911.

Yes. Current ExpressCare sites are listed on the Our Locations.  You can always walk in for care at ExpressCare and our sites can offer on-site laboratory, radiology and imaging services.

Yes. We need your parent to start the visit with ExpressCare.  You can help them and they can ask us to invite you to the visit as needed.

Yes. We treat all ages. We ask that the child’s parent or guardian is with them.

ExpressCare providers can prescribe medications. ExpressCare providers do not issue prescriptions for substances controlled by the DEA, non-therapeutic, and/or certain other drugs that may be harmful because of their potential for abuse. Also, non-therapeutic drugs such as Viagra and Cialis are not prescribed by ExpressCare providers.

Yes, however, any prescription of antibiotics must be accurate and professional. We understand the negative consequences that may result from over-prescribing, and thus our providers will only write prescriptions based on their best clinical judgement.

ExpressCare does not dispense prescription drugs. If ExpressCare provider prescribes medication, it is submitted electronically or by phone to the pharmacy of your choice.