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Need safe urgent medical care during COVID-19? We can help. Learn More.

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Frequently Asked Questions FAQs

Get answers to the most frequently asked questions related to NYC Health + Hospitals’ virtual urgent care.

General Information

What Is ExpressCare?
  • ExpressCare is a service that allows you to receive virtual care from a NYC Health + Hospitals emergency doctor using a smartphone, tablet or computer.
  • You can connect with an emergency room doctor from anywhere in New York.
  • We treat common health issues that are not emergencies.
  • We provide care in over 200 languages and American Sign Language.
  • You can also visit one of our three walk-in ExpressCare locations in the Bronx or Queens to receive care.
When is Virtual Expresscare available?

Virtual ExpressCare is available 24 hours a day, seven days a week. For in-person times, please check the location tab of the website.

Who can use ExpressCare?

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

How does Virtual ExpressCare work?

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.

  • Go to expresscare.nyc to launch a visit from your mobile device or computer and click the Talk to a Doctor 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 doctor who will then treat you and coordinate next steps.
How do I access my visit information?

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 doctor visit
  • Refill your medication
  • Message your doctor privately
  • Pay bills
  • Schedule follow-up appointments

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

If I am waiting for an ExpressCare doctor, do I have to wait in the internet browser window?

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 doctor or staff will be unable to hear or see you.  If this happens, please wait for ExpressCare doctor 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.

If I am disconnected from the doctor or support hero, what should I do?

Please wait for ExpressCare doctor 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.

Can I schedule the time of my doctor visit when using virtual ExpressCare?

Yes. With Virtual ExpressCare, you can visit expresscare.nyc to pick a time that is most convenient for you to talk to a doctor. 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 ExpressCare doctor.  If you need to re-schedule, please do so on the link in the same email or text message.

Paying for ExpressCare

I have NYC Care. Can I use ExpressCare?

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.

I do not have health insurance. Can I still use ExpressCare?

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.
How do I pay for ExpressCare?

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

How do I know if I have access to ExpressCare?

ExpressCare accepts most insurance plans.  Please refer to the How it Works page for a list of qualifying insurance plans.  During the COVID-19 pandemic, ExpressCare is waiving all co-pays.  Otherwise, co-pays are based on your insurance plan.  As a self-pay patient, you will pay a flat $125.

ExpressCare Everyday Care

Can you prescribe antibiotics?

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 doctors will only write prescriptions based on their best clinical judgement.

How are prescriptions sent to the pharmacy?

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

Can I get a prescription?

ExpressCare doctors can provide prescriptions based on their recommendations for the best treatment. ExpressCare doctors 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 doctors.

Can I go to an ExpressCare location near me?

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.

Can you treat my older parent?

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.

Can my children be treated in virtual ExpressCare?

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

Can ExpressCare handle emergency situations?

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

What do we treat at ExpressCare?

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

  • COVID-19
  • Cold symptoms
  • Flu symptoms
  • Sinus infections
  • Sore throats
  • Allergies
  • Asthma
  • Minor cuts or burns
  • Minor pains, sprains or strains
  • Urinary tract infection
  • Sexually transmitted diseases
  • Upset stomach or diarrhea
  • Nausea, vomiting, or diarrhea
  • Other non-emergencies
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