A Virtual Response to COVID-19

As sweeping shutdowns were enacted during COVID-19, normal operations at many doctor’s practices and outpatient health care facilities were impacted. Our Hospital needed to find immediate solutions for patients to be able to connect with their physicians while keeping everyone safe. To foster a continuity of quality care to residents in Westchester County, a virtual operations plan was created for patients of White Plains Hospital, White Plains Hospital Physician Associates and the Scarsdale Medical Group. The White Plains Hospital Innovation Team worked with the telehealth company MediSprout to create WPH Connect, a live one-on-one consultation service between patients and doctors.

The Innovation team and MediSprout created a user-friendly interface for patients and providers. They trained over 250 clinicians, created an app for iPhones and Androids, and developed instructional user guides. In the first two weeks, nearly 1500 patients were able to connect with their doctors for acute problems, routine issues and ongoing management of their conditions. The platform was easy and convenient to use, and allowed physicians to diagnose, prescribe medications and treatments, and answer questions just like in an in-person visit.

Initially intended as a five day per week service, White Plains Connect was quickly expanded to a seven day, round-the-clock operation to meet the needs of families unable to visit their doctors. Since its inception on March 20, White Plains Connect has had over 7,500 virtual visits for non-COVID and COVID-related issues.