Telehealth/Zoom Guide

Important Changes to Out of State Telehealth

During the pandemic, state and federal agencies waived many requirements to allow telehealth to be delivered across state lines. This flexibility allowed patients and providers to remain connected while safely adhering to all COVID-19 restrictions and protocols. As COVID conditions improve, some states’ telehealth regulations and rules are changing. These changes mean that as of August 31, 2021, we will no longer be able to schedule telehealth visits for patients located outside of Massachusetts. Read more.

To provide efficient, convenient, high-quality care close to home, Fenway Health offers telehealth visits.

Beginning on April 13th, you will be able to schedule video visits with your medical provider.

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Frequently Asked Questions

Telehealth is the use of digital communication technologies, like smartphones, tablets, and computers, to access and manage your health care away from your healthcare provider’s office.

Telehealth is safe, easy, convenient, and confidential.

Fenway Health is using Zoom Healthcare, which is a HIPAA secure platform. Your information is secured and protected.

Any Fenway Health patient who has a smartphone, tablet or computer with video/audio capabilities and a stable internet connection. Call Fenway Health to learn if your next healthcare provider visit is suitable for Telehealth and schedule/modify your Telehealth appointment. Patient registration or to make a medical appointment:
  • Ansin Building at 1340 Boylston Street: 617.927.6000
  • Fenway: South End at 142 Berkley Street, Boston, MA: 617.247.7555
  • Sidney Borum, Jr. Health Center: 617.457.8140

Patient registration or to make a behavioral health or addiction recovery & wellness appointment:
  • Behavioral Health Intake Line: 617.927.6202

Dental services: Call 617.927.6127
Teledental services may be available for some patients who are in need of urgent care. These include but are not limited to:
  • Evaluation of symptoms related to pain, bleeding, swelling, possible infection, trauma, and limited opening
  • Evaluation and referral to a dental specialist if needed
  • Information and education regarding home care and proper management of symptoms
  • Review of Invisalign Clear Aligners

Our dentists will determine which patients are appropriate candidates for teledental visits.

Lifeline Program: Subsidized Phone and Internet Service

In order to help those with limited phone and internet service access crucial medical care provided using telehealth communications during the COVID-19 crisis, federal and state government agencies have increased support for the Lifeline program—a free or low-cost telephone and internet services for those in need.


All MassHealth members are eligible to participate in the Lifeline program. You may also qualify if you receive certain state of federal benefits such as Medicaid, Supplemental Nutrition Assistance Program (SNAP), Supplemental Security Income, and more. You may also qualify if your household income is at or below 135% of the federal poverty guidelines.

Eligible Providers

Assurance Wireless (partnership with Virgin Mobile), SafeLink Wireless (partnership with TracFone Wireless), and StandUp Wireless. Verizon is the home phone and broadband service provider for the state

Department of Telecommunications and Cable’s Hotline

For assistance in applying or to get support with any challenges in the process call the Department of Telecommunications and Cable’s hotline at 800-392-6066, for assistance in applying or to get support with any challenges in the process.

Click here for the full report from MassHealth (from 5/14/2020)

We Believe That Everyone Deserves Access To High-Quality, Affordable Health Care
Has your employment situation recently changed? Are you currently uninsured? If you live in MA, we can help you enroll in insurance. We can also talk to you about our sliding fee schedule. Call us at 617.927.6000. No one is denied care based on ability to pay.
How to Prepare for your Telehealth Visit

Step 1

You will receive a text message reminder from Fenway Health 24 hours prior to your scheduled appointment. If you have not installed and tested your Zoom software yet, now is the time to do so.

Step 2

If you want to use a tablet or a smartphone, you need to download the Zoom Application into your device.

You can download by clicking here or going to the Apple App Store and searching for “Zoom”

You can download by clicking here or going to the Google Play Store and searching for “Zoom”

If you want to use a Windows or Mac computer, you can download by clicking here

Step 3

After installation, test your Zoom connection by joining a Test Meeting.

How to connect to your Telehealth visit

Step 4

You will receive an email the morning of your appointment and another text message reminder 1 hour before your appointment with information about how to connect to your healthcare provider.

Step 5

Follow the link in the text message or go to the Zoom application in your device and enter the Meeting ID included in the text message.

Step 6

You will be asked to enter your name. Please enter your first and last names.

Step 7

You will then be asked to choose audio and video. Select Join with Computer Audio if you are using a computer; you will also be able to test your speakers and microphone prior to joining the virtual visit. If joining via a mobile device, you will be prompted to join using internet audio, along with access to your microphone/video on your mobile device.
How the visit works

Step 8

Once connected to the meeting, you will be taken into a virtual waiting room. Please do not leave the meeting, and your healthcare provider will connect with you shortly.

Step 9

Once your healthcare provider connects with you, you will be able to see and hear your healthcare provider just like you were in a traditional office visit. Based on this interaction, your healthcare provider will assess your condition and make recommendations for your ongoing care.

For a step-by-step guide on how to install Zoom and join a Zoom meeting, you can also click here.

What operating systems and browsers are supported by Zoom?
    • Windows: 10, 8, 8.1, 7, or Vista
    • Mac: MacOS X with macOS 10.7 or later
    • Apple devices: iOS 7.0 or later, iPad OS 13 or later
    • Android Devices: Android 4.0x or later
    • Windows: Internet Explorer 11, Microsoft Edge, Firefox, Google Chrome
    • Mac: Safari, Firefox, Google Chrome
How to prepare your device/computer for a Telehealth visit?
  • You can use almost any mobile device or a computer as long as it has:
  • It is best to restart your computer frequently (daily or every few days) for it to run more efficiently.
  • Before your telehealth visit, close any unnecessary programs and applications that could be slowing down your mobile device/computer.
  • Install recommended updates for your mobile device/computer from trusted sources, such as Microsoft and Apple. Having up-to-date software helps prevent compatibility issues.
  • Locate your volume control on the mobile device/computer you’re using. You might need to adjust your volume or mute/unmute during the visit.
  • If possible, use a wired (Ethernet) network connection on your computer instead of Wi-Fi to ensure the best connection for your visit.
How to prepare your environment for a Telehealth visit?
  • Make sure that you’re in a quiet environment; close any doors and shut any windows to prevent background noise from disrupting your visit.
  • Sit in a location without windows or bright lights behind you to allow your healthcare provider to clearly see you. 
  • Sit a comfortable distance from the camera so your healthcare provider can clearly see you.
  • Place your mobile device/computer on a flat surface (such as a table or desk) that allows you to have the camera steady and prevents the speakers/microphone from being blocked.

Watch the videos below to learn more about our Telehealth services:

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