Virtual Support

New moms can connect with doctors, nurses through Baylor Scott & White app

By Rachel Strickland | Photos courtesy of Baylor Scott & White Health

It’s no secret that life after giving birth can be overwhelming, uncertain, and filled with change. Traditional medical care starts with pregnancy and ends with birth, but many parents feel that the real struggle begins after they leave the hospital with their new bundle of joy.

Baylor Scott & White’s new Virtual Postpartum Care program aims to bridge the gap between pre- and postnatal care. With the click of a button, new moms can ask questions about their baby’s health and development, as well as their own physical and mental health. This digital health program enables mothers to chat with a dedicated Nurse Care Advocate without needing to visit a hospital or clinic. The program also offers unique and easy access to pelvic floor therapists, lactation consultants, and educational content designed to make the transition into motherhood as smooth as possible.

Baylor Scott & White recently launched several new Virtual Care programs within the MyBSWHealth app to enhance their patients’ health care experience by making it more accessible and convenient. Some of the telehealth programs include Headache Care, 24/7 Virtual Urgent Care, and Muscle and Joint Care, but the newest option is Virtual Postpartum Care, which offers support for new mothers.

Dr. Gordon Wright Bates, a professor at Baylor College of Medicine who serves as chair of OB/GYN at Baylor Scott & White in Temple, believes there has been a gap between prenatal and postpartum care. He said that after their last postpartum check, most moms are left on their own to deal with their new babies, which can be extremely difficult and overwhelming.

“We wanted to fill this gap with the latest technology,” he said. “The MyBSWHealth app is widely recognized as an excellent app to access general health appointments and even finance, but we wanted to specifically focus on the postpartum period.”

According to the doctor, the Postpartum Care program addresses three common problems for postpartum women: breast health/breastfeeding, pelvic floor health, and mental health support.

He says it’s very common for women to have challenges with breastfeeding, from pain and discomfort to worries that the baby isn’t getting enough nutrition. Pelvic floor health, though not typically thought of as a postpartum issue, has a significant impact on a woman’s body after delivery. Bates, who has more than 30 years of experience in OB/GYN care, explained that many women have urine leakage, unusual bleeding, or other bladder and bowel issues. And finally, he said that roughly 80% of new moms experience some postpartum symptoms, from feeling sad or overwhelmed, which is why he says mental health support is so critical. The MyBSWHealth Postpartum Care feature provides access to specialists who can answer questions in these areas, offering helpful, focused and accurate information.

Bates notes that one of the most important features of the app is the messaging feature, which enables patients to send any questions they may have via a secure message and receive advice from a care advocate. If the patient feels that she needs more help than that, she can use the app to schedule a video visit to address questions or determine the next steps. For pressing concerns, their care team gives patients a phone number to reach nurses for advice. They can also call 911 if it is an emergency. Even if no questions or issues arise, weekly check-ins are available through the app to help patients know what to expect regarding their recovery.

The Postpartum Care features aren’t just for brand-new mothers who are fresh out of the hospital —information and support are available for up to six months postpartum.

“It’s not a short-lived thing that you use, and it’s gone. It lasts for several months and available to any woman in Texas,” Bates added. “The patients feel empowered to get the information and the care they need,” he shared. “If they’re up feeding the baby in the middle of the night or have a worry, rather than accessing the emergency room or calling the on-call doc, they have the information at their fingertips. And that’s really what patients want now.”

He believes the app is beneficial for new moms who are tired and overwhelmed and want real-time, accurate information from a trusted source.

“Convenience and access are such a key part of patient care now,” he added.

Shelby Hodnett, a patient of Baylor Scott & White who gave birth to her second child in 2024, utilized the Virtual Postpartum Care features. Hodnett said she remembers receiving a lot of updates from her nurse care advocate.

“I had postpartum depression with my first baby, so they checked in a lot more just to make sure everything was so good,” she said. “And then, if I had any questions, I could reach out to my nurse, who was available any time that I needed her.”

Comparing her second pregnancy — with access to Virtual Postpartum Care — to her first, Hodnett said that she felt much more comfortable having access to the app.

“I think with my first, I didn’t know what to expect, and so, (I just had to) wing it,” she said. “But the app really helped me put things in perspective.”

Hodnett said she also utilized the care features, which allowed her nurse care advocate to help her schedule pelvic floor therapy appointments.

“It was nice to have the option for care without having to leave home because it’s very difficult, especially if you’re a first-time mom. So, it just simplified everything.”

For Hodnett, one of the best parts about the Postpartum Care feature is the ability to get answers to her questions.

“I was able to discuss some breastfeeding concerns, as my daughter wasn’t latching properly. My nurse was able to give me some tips while also scheduling me a follow-up with a lactation consultant,” she said. “I think it’s a wonderful tool that new mothers definitely need, and I’m excited for them to expand and continue promoting this program.”

The app is constantly being updated, and in July, Baylor Scott & White launched even more care options for new moms: Prenatal Care. Anyone enrolled in Prenatal Care with a Baylor Scott & White physician will have access to the messaging feature, pregnancy expectations, weekly milestones and a question area.

“I’m really excited about it,” said Bates, who has delivered more than 1,000 babies as an OB/GYN and a reproductive endocrinologist. “It’s been a tremendous boost for our patients and seamlessly continues to provide great care during what’s traditionally been a time of many questions and many challenges with maybe not optimal support.”

Other virtual care options at Baylor Scott & White Health include: