Help : Frequently Asked Questions (FAQ)

Below are some frequently asked questions about using the MD HQ EMR. If you do not see your question here and cannot find what you need in the help section, please contact us at

Help: How do I Email Patient Documents?

From the Patient Dashboard, go to the Document Block and right-click on the document you want to send. Select "Email Document" from the right-click menu that appears.

Figure 1: Right-click options

In the Email Document pop-up window that appears, enter the intended recipient's email address and add text to the subject and body of your email. The document that you initially selected by right-clicking will automatically be attached to your email. Click "Email Document" to send. 

Figure 2: Email Document pop-up

Help: How do I Fax Patient Documents?

From the Patient Dashboard, go to the Patient Document Block and right-click on the document you want to fax. Select "Fax this Document" from the listed options, which will open a new tab for you to complete the fax process.

Figure 1

The attached document will be listed at the top of the new tab that appears. You can attach additional documents using the menu provided at the top. Enter the intended recipient's fax number in the "Fax will be sent to" field, and then edit your fax cover page as needed by clicking on any text you would like to change. Note that adding additional documents resets the cover page, so any text edits should be made only after all documents you want to send have been attached. Click "Send as Fax" to transmit your document(s) and cover sheet.

Figure 2

Help: How do I Send a Secure Message to a Patient?

Figure 1

Send a secure message to a patient by clicking on the speech bubble icon in the upper right corner of the patient’s photo on the patient's dashboard page. This will open the Secure Message pop-out so that you can securely communicate with the patient via the Patient Portal.

If you do not see a speech bubble icon, Patient Portal access has not been enabled for this patient. For help with enabling Patient Portal access, see Help: Enable Patient Portal Access.

In the Secure Message pop-out, type your title (message subject) in the first field and then type your message in the second field. If the "Notify Patient" box is checked, the patient will be notified by email that he or she has a secure message waiting in the Patient Portal. Click "Send this message" to complete.

Figure 2

Help: What Happens if there is a Fax Sending Error?

If an attempted fax fails to go through, the system will alert you by opening a new tab called "Errors!" in the System Tasks Block on the Scheduling/Calendar page. If the fax was associated with or sent from a patient's file, an error message will also appear in the "Sent Faxes" tab of the Documents Block on the applicable patient’s dashboard page.

Figure 1

The failed fax record shown in the Errors tab of the System Tasks Block (or the Sent Faxes tab on a patient's dashboard page) will include a summary of the fax (patient, recipient, provider, date) and the error. Hovering your mouse over an entry displays a longer explanation of what caused the error (e.g., line busy, fax interrupted, no dial tone, wrong number).

Figure 2

Click (or right-click) on an entry to view the fax, edit any incorrect information, and resend. You may also use the right-click menu to view a detailed fax transmission error log. Once the fax goes through successfully, use the right click menu to delete the failed fax error message. The Errors tab will disappear from the System Tasks block when all errors have been deleted.

Figure 3

Help: How do I See if a Patient Has Patient Portal Access?

Patient photo and information blockYou can quickly check to see whether a Patient has access to the Patient Portal by looking for a blue speech bubble icon (for sending a Secure Message) in the upper right-hand corner of the patient's photo on the patient's dashboard page. If the icon is visible, Patient Portal access is enabled for that patient.

For help with enabling Patient Portal access, see Help: Enable Patient Portal Access.

But note that even after Patient Portal access is enabled via the EMR, the patient must verify his or her identity before he or she will be able to log on to the Patient Portal. The identity verification requires that the patient enter his or her last name, date of birth, zip code and email address, and that these values match what you have on file for the patient. If one or more values do not match, or if there is more than one patient in your practice with the same email address listed, the identity check will fail. Therefore, it is possible that you will have enabled Patient Portal access but the Patient will still be unable to access his or her account due to problems in the identity verification process.

For more information (written for patients) about troubleshooting Patient Portal access, see Patient Portal: Help for Patients: Accessing your Patient Portal Account.

Help: How do I Merge Duplicate Patient Accounts?

Because of the complications and potential problems involved with merging accounts, MD HQ is happy to merge them for you. But first, a few quick steps are needed from you.

First, choose the duplicate with less information in it and set that account status to INACTIVE and disable Patient Portal access. To set as INACTIVE, click on the pencil icon in the Patient Information block (below the patient's photo) to open the Patient Information pop-out. Use the drop-down menu in the bottom right-hand corner of the Basic Data tab to change the status of the account to INACTIVE.

Figure 2

To disable Patient Portal access, click to the "Patient Portal" tab on the far right of the Patient Information pop-out. In the Patient Portal tab, select "No Access to Portal."

Figure 4

Figure 5Finally, locate the patient’s ID number (NOT the name, for security reasons) for both duplicate accounts. This number is found in the Photo Block just below the patient’s name. Email these patient ID numbers to with a request that we merge these accounts.

If there are more than two duplicates to be merged, set all but one to be INACTIVE, with no Patient Portal access, as described above, and email all ID numbers for the duplicate accounts to with your request. We will take care of the rest!

Help: How do I Delete a Fax?

Open the fax you would like to delete and click on the "Add to Office Documents" tab to the right of the document pop-out. In the "Name for Document" field, write a quick description of the fax or the reason you are deleting it.

Next, click on the "Document Type" drop-down menu and select "System Type: Trash". Finally, complete the action by clicking "Add to General Office Documents."

Figure 1

Note: we will soon be adding a "Delete" button which will streamline this process.

Help: What is Plan A/Plan B?

Plan A/Plan B makes it so that you can have parallel billing plans, where the same service incurs a different charge, depending on whether the patient is part of billing plan A or B. Typically, Plan B is the standard (default) charge, while Plan A is the discounted rate if a discount applies to the specific service. However, this terminology is configurable.

The charges for Plan A and Plan B are set by you in your practice's charge list. See Help: Charges. If you do not need or want a two-tier charge structure, you can simply ignore Plan A and use Plan B exclusively. By default, patients coming into the system are placed in Plan B.

To change the patient's billing plan, click on the edit icon Edit in the upper right-hand corner of the Patient Information block and then on the Billing Info tab. Then toggle the radio button between Plan A and Plan B, and click "+ Edit Patient" to save.

Billing Info

Help: Why Doesn't the Fax Page Appear When I Click Complete and Fax Rx?

Figure 1

When you create a new Rx and click the "+ Complete and Fax to Pharmacy" button, the new tab containing the fax-form may not open due to a built-in pop-up blocker. If this is happening and you are using Chrome, a "Pop-up blocked" warning should appear in the right side of the address bar for a few seconds after you click the "+ Complete and Fax to Pharmacy" button.

Figure 2Figure 3

After the warning disappears, a small icon will remain. When you hover over the icon it will say, "Pop-ups were blocked on this page."

To prevent this from continuing to happen, click the icon, and select, "Always allow pop-ups from [your EMR URL]." Then click "Done." You will now be able to launch pop-ups and open new tabs without Chrome interference.

Other browsers should show a similar warning in the URL bar and have a similar process for setting the pop-up blocker to allow for pop-ups from your EMR.

Once you've set the pop-up blocker to allow pop-ups from your EMR, you may need to manually create a fax form for the prescription by right-clicking on the prescription and clicking on "Create Faxable Form."

Help: How do I Expand Text Fields?

Almost any text field in the EMR can be expanded by clicking and dragging the bottom right corner of the field. Furthermore, if you wish to change the default size of any given text box or pop-up, contact MD HQ and we will be happy to make the configuration change for you.

Figure 1

Help: I Can't Find the Rx I'm Looking For

When searching for a drug to prescribe or add to a patient's record, start by typing in all or part of drug name in the search field. To narrow results, you can continue to add search terms, such as the route, strength, or active ingredient. Whole or partial words or numbers are fine, and the system will search as you type. Note for searching with partial words or numbers: typing just the beginning of a search term (e.g. "Epi" for Epinephrine) will pull up the matching record, typing just the end (e.g., "Phrine") will not.

By default, matching results appear from your preferred shortlist. If no results are found, or if you add a "+" to your search, results will be shown from the entire NDA/NDF formulary database.

If too few results appear, try searching using just the first part of the name (to catch alternative spellings), variations on the name, or just the active ingredient and other information (route, strength, etc.). You can also try adding a "+" to the end of your search to search the entire NDA/NDF formulary database.

Figure 1

"I Can't Find the Prescription Drug I'm Looking For!"

If you’ve tried searching with partial words, active ingredient, etc., and still can't find the medication you're looking for, it may be missing from the database. You can add it to the database by one of the following two ways:

1.    When no results are found, click the link that appears beneath the search field to add a new drug to the database.

Figure 2

2.    Or, click the “Admin” tab at the top of the page, go to “Manage” and then “Add New Rx”.

Figure 3

In the Add New Drug pop-up, fill in all the fields by typing information and selecting options from the drop-down menus. Once all the fields are completed, click "+ Add New Drug" to finalize your action and add the new drug to the database.

Figure 4

How to Add Nicknames to Drugs:

To add a nickname to a drug (e.g., to make it easier to find in the future), right-click the desired drug in the search results and select “Modify Rx Nicknames” from the menu that appears.

Figure 5

In the Modify Rx Nicknames menu, type nicknames for the drug in the provided field, with multiple nicknames separated by commas. Note: The nicknames entered will only affect that specific Rx and dosage. If you want to apply the same nicknames to other dosages of the same drug, you will need to repeat the process for each dosage.

Figure 6

Help: How do I Delete a SOAP Note?

To delete a SOAP Note, you must first unsign it (if signed) and then remove/delete all the diagnostic codes, prescriptions, plans items, and charges in the note. Do this by right-clicking each dx, rx, plan or charge listed within the note and selecting "Remove" or "Delete". You may be required to enter a reason to delete certain items.

Next, from the patient’s dashboard, go to the SOAP/Encounter Notes Block, right-click the title of the desired note you wish to delete and click "Delete SOAP Note".

Figure 2

A confirmation pop-out will open in which you must provide an explanation of why you are deleting the note. Then click "Delete this SOAP Note" to complete the action and delete the note. Deleting a note cannot be undone.

Figure 3

Help: How do I Update Billing to Reflect External Billing or Accounting

Billing Block - Add Payment

If you use QuickBooks, GnuCash, or any other external billing or accounting software or service to process payments but also want to keep the Billing block within the EMR up-to-date, you can simply add charges and payments to patients' accounts in the EMR as usual. Payment method should be marked as "Other" or "Cash" when a payment or credit is added, and you may add notes to indicate that the payment occurred via your preferred billing service.

So, for example, if you have a charge to a patient's account and want to update the account to reflect the fact that the patient recently paid via your preferred billing service, you would open the Add Payment pop-up by clicking on the plus icon in the Billing Block of the patient's dashboard page and selecting "Add Payment/Credit." Then you would add a payment/credit to the patient's account in the desired amount, designate the payment method as "Cash" or "Other" (whichever your preferred approach) and add notes, if desired.

See also Help: Billing.

Add Payment pop-out

Help: Creating and Managing Alternate Plan Items

In addition to the standard plan options, like prescriptions (Rxs), orders, and vaccines, you can also have custom Alternate Plan Options. For example, you can create a list of supplements or lifestyle prescriptions (lifestyle Rxs), or even in-office inventory items like books or supplies.

Your Alternate Plan items are defined in the Alternate Plan Options manager. The manager can be accessed in the Admin drop down menu, under Manage, under Alternate Plan Options.

To create a new item, click the green “+Add New Plan Option” button at the top of the pane.Screen shot of add alternate plan option pane

Alternate Plan Name (free text field) – this is the name of the item you are adding, for example, 'eat more vegetables'.

Action Type (drop down menu) – this is the classification of the action item you're adding. This can be a supplement, a lifestyle prescription, or another category you have created. If you have not yet created the category for your desired action type, choose ALL TYPES from the drop down menu, and type in the name of the category you are creating. This will be saved for future use, appearing in the drop down menu when you add a new plan option in the future.

Code/ID# (free text field) – the formal product code, if applicable. This is a place for tracking standard codes used to refer to the item. For example, for supplements this could be the NIH supplement ID.

Plan “Class” (drop down menu) – this is a place to differentiate between items in the same category of action types. For example, when adding supplements, you can create a class for supplements that require refrigeration. Then you would contact MD HQ to have different classes appear differently within the EMR. Established classes will appear in the drop down menu. To create a new class, select [New Class] from the menu and type in the name of the new class. This will be saved for future use.

Nicknames (free text box) – other names for the action item. These nicknames will be searchable within MD HQ in addition to the formal name of the action item. Add nicknames in the box, separated by commas.

Description (notes field) – description of the action item. This description will appear in the EMR when the action item is hovered over, as well as automatically appear in the instructions/notes field to go to the patient when the action item is prescribed (instructions/notes can be editing while prescribing).

When finished, click the “Add New Alternate Plan Option” button at the bottom of the page. For supplements, a pop-up box will appear, giving you the option to set up a default dosing profile (default brand, frequency, method, etc.) for the supplement, or not by clicking cancel. Note: you can always set (or edit) the default profile for an action item later, by prescribing the supplement to a patient, entering the desired information, and checking the box to “Save settings as the system default profile”.


Setting up the default action item dosing profile:

Enter any preferred default prescribing information in the fields provided, or leave blank to fill out on a case-by-case basis at the time of prescription.

Screen shot of default dosing profileAdministrative Record (checkbox) – leave unchecked. Designates that the action item was not prescribed by the practice, but added as an administrative record of what the patient is doing or has done in the past. Should be unchecked in default profile.

Brand (free text field) – preferred brand name of action item (if applicable).

Strength (free text field) – preferred dose strength (if applicable).

Method (free text field) – action item delivery method.

Freq (drop down menu) – how often the patient should follow the action item. Select from the options in the drop down menu. If the desired option is not in the drop down menu, select “PRN (as needed)” and enter special instructions in the Instructions to Patient field.

Total Doses (integer) – total number of doses (if applicable).

Expires (Days) (integer) – the number of days after the start that the action item expires. This is calculated from the frequency and total doses by clicking on the calculator button. If either input is changed, it will not immediately recalculate – click the calculator button again to recalculate.

Instructions to Patient (notes field) – instructions for the patient. Enter if needed or leave blank.

When finished, save by pressing the button “Create Default Profile for ….

Help: What bandwidth do I need to run MD HQ?

MD HQ requires a solid internet connection to run smoothly for our clients. Beyond that, the requirements are minimal. Any standard DSL or Cable connection should work, though the faster the better. We recommend at least 3mbps upload speeds and 5 mbps download speeds, though the system will work down to about 786 kbps upload speed and 1.5 mbps download speed.

For mobile/wireless connections, 4G connections are generally excellent, and 3G connections can be sufficient if they're connecting on a cell network (on a phone or tethering through a phone or cellular device).

If you work with large PDF files attached to patient charts, additional speed is encouraged. Please note that some internet providers advertise "up to X speed", so your true performance may actually be slower than the advertised speed.

Help: How do print or fax an entire patient chart?

If you would like to export a patient's full chart as a printed document or fax you can easy do in a single step. Just open the patient chart and under Reports (in the menu) select "Printable Patient Chart". The resulting document will include all their SOAP notes, administrative notes, PMH items, vital readings, and other chart information. If you want to exclude or modify any information, the document contains links for removing items and sections, and you also have the ability to edit any of the text by just clicking the spot you want to edit and making edits in the WYSISYG editor that pops up. Just use the buttons at the top of the page to either send the document as a fax and/or print it to give to the patient.

The only major information that is not included in this report are files (e.g. PDFs, Questionnaies, Handounts, etc) that have been uploaded to the patient's chart. To fax these files as well just follow these instructions on faxing patient documents.