Case Study: Butler Health System achieves rapid expansion of telehealth into patients' homes with Zoom Video Communications

How Butler Health System Expanded its Telehealth Program During COVID-19

Butler Health System, an independent regional healthcare provider in Butler, Pennsylvania, faced an urgent challenge when COVID-19 forced outpatient facility closures: they needed to expand telehealth from clinic-based kiosks to home-based visits within days so 200+ clinicians could continue caring for patients in rural communities. Prior to the pandemic, telehealth was limited and often required patients to travel for insurance-covered visits, making rapid home-based deployment essential to maintain continuity of care.

BHS implemented Zoom’s HIPAA/PIPEDA-enabled healthcare plan, provisioning 200 licenses and building customized workflows (Scheduling Privileges, Outlook integration, personal meeting IDs and Waiting Rooms) to support scheduled and on-demand “Faster Care NOW” visits. The rollout scaled telehealth from a few weekly visits to thousands, kept providers working during closures, improved access and convenience for patients, reduced no-shows and cancellations, increased virtual program enrollment, and positioned telehealth as a lasting part of BHS’s care model.

Butler Health System

Cynthia Esser

Director of Emerging Technology