Help : Patient Portal - Help for Patients
The Patient Portal is a platform for you to view your medical records and securely interact with your medical providers. It's up to your provider which specific features to include, so every feature listed below may not be available. However, pages that may be included are:
- My Account Details - securely view and update your personal and insurance details
- Secure Messages - send secure electronic messages to, and receive secure messages from, your provider.
- Request Appointment - submit an appointment request online.
- Invoices & Payment - securely view and pay bills and invoices.
- Labs & Documents - view lab results and other documents shared with you by your provider.
- My Vitals - view and add vitals readings (like blood pressure, height, and weight).
- My Medications - review your medication list and request prescription refills.
- My Vaccine Record - securely view and update your vaccination record.
- My Pharmcies - designate (or change) preferred and primary pharmacies.
- Encounter History - view summaries of past visits with your provider that your provider has shared with you, including recommendations or follow up information.
These help sections describe how to: (1) activate your Patient Portal account (that is, how to set your password for the first time), as well as how to log in or reset you password, and (2) use all of the pages described above.
If you're having technical difficulty with the Patient Portal and can't find the answer in these online help pages, contact MD HQ (email@example.com) with your name, the name of your provider, and a brief description of the problem.
Help: Accessing Your Patient Portal Account
Help: Logging in to Your Patient Portal Account
Your email/username is the email address that you used during online patient registration or when you activated your Patient Portal account.* If you need to change your Patient Portal username, contact your provider to update your email address on file.
Your password is set by you when you confirm your registration or Patient Portal activation. If you forget your password, you can reset it by following the "I forgot my password" link on the log in screen.
To protect the security of your health information, it is very important that you keep your Patient Portal password private!
*For some patients (this is very rare), the email address used to log into the Patient Portal may not be the same as the email address on file with the provider. If you suspect this is the case and is causing a problem, contact firstname.lastname@example.org.
Help: * I forgot my password
Click "I forgot my password" if you are already registered with the practice and have an active patient portal account, but you need to reset your password. You will need to enter the following confirming information:
- The email address you have on file with your provider
- Your date of birth
- Your last name
- Your zip/postal code (in the U.S., first 5 digits only)
This information must exactly match the information that your provider has on file for you. When you click "Send reset link" at the bottom of the password reset form, the system will send an email to the email address that you entered. If the system is able to verify your account, the email will contain a link that you can follow to create a new password.
Help: Creating your Patient Portal Account
If you initially registered with the practice in person or over the phone, you'll need to create your Patient Portal account and set your password by clicking "I'm a registered patient. Create my account!" You'll be asked to provide certain information to confirm your identity, which must match what your provider has on file for you. If everything matches, you'll receive an email link that you can follow to set your Patient Portal password. Then just log in using your email address and the password that you set.
In some cases (generally only if you are a long time member of the practice who initially registered in person or over the phone OR if you registered online but never confirmed your registration by following the link in the confirmation email), your provider must manually enable Patient Portal access for you before you can activate your Patient Portal account and set your password.
If you're not sure whether your provider needs to enable Patient Portal access, try to create your Patient Portal account by clicking on the link and providing the requested information. If you receive an email saying that we were unable to verify your account, contact your provider to make sure that Patient Portal access is turned on and your provider has the correct information on file for you.
Help: * I'm a registered patient. Create my Patient Portal account!
Use this link if you are a registered patient and you would like to activate your Patient Portal account.
You'll need to enter:
- The email address you have on file with your provider
- Your date of birth
- Your last name
- Your zip/postal code (in the U.S., first 5 digits only)
This information must match the information that your provider has on file for you. When you click "Send activation link," the system will send an email to the email address that you entered. If the system is able to verify your account using the information that you entered, you'll receive an email with a link that you can follow to create a password.
Help: New Patient Registration
To register online as a patient with the practice, enter your information in the new patient registration form. You can get to this form by clicking on "I'm a new patient. Take me to the registration page." on the Patient Portal login screen. You should only fill out the registration form if you are a new patient, i.e., you have never seen a provider in this practice before OR if you've specifically been instructed to do so by your health care provider. Existing patients who just need to set up Patient Portal access should instead use the link "I'm a registered patient. Create my Patient Portal account!"
Within a few minutes, you will receive a confirmation email at the email address that you entered in the registration form. You must click the link in that email to finalize your registration and create your Patient Portal account. Then you can log in to the Portal using your email address as your username and the password that you created. If you do not receive the email within 15 minutes, check your spam/junk mail folder.
Help: * I'm a new patient. Take me to the registration page
If you're new to the practice (i.e., you haven't seen a provider yet), use this link to register online and automatically set up your Patient Portal account.
Help: Email Aliases
The MD HQ Patient Portal requires that each user have a unique email address as the username. This can create problems where one email account is shared by two or more patients (commonly, parent and child, or family email accounts, e.g.). To avoid setting up separate email accounts for multiple patients who currently share an email account, you can use aliases, which are additional email addresses that use the same inbox, contact list, and account settings as the primary email address, and all route email messages into the primary inbox.
FAQs: Why does the Patient Portal keep making me reset my password?
If you are finding that you have to reset your password every time you try to log in to your Patient Portal account, you may be entering the wrong information in the username/email field. Your username sould be the email address on file with your provider.* To update your email address on file, contact your provider.
If you've set your browser to automatically remember your login information, you may be having this problem because the browser is remembering and automatically entering the wrong username. If you manually enter the correct username and click "Log In!", the browser should ask whether you want it to remember the new information.
* For some patients (this is very uncommon), the email address used to log into the Patient Portal will not be the same as te email address on file with the provider. If you suspect this is the case and it is causing problems, contact email@example.com, being sure to include the name of your provider and a description of the problem.
FAQs: Am I registered?
You are registered with the practice if you have ever seen a provider or received medical services from the practice, or if you registered online by submitting the online registration form.
If you registered online but did not finalize your registration by following the link in the confirmation email sent to your email address, you're still registered with the practice (no need to fill out the registration form again!) but won't be able to create your Patient Portal account until (1) you go back and follow the verification link (but note: the link expires a few days after the email is sent), or (2) a provider verifies your email address and enables Patient Portal access.
FAQs: I'm trying to activate my Patient Portal account - why am I receiving the message "Unable to verify your account"?
Having trouble activating your Patient Portal account or setting your password? There are several reasons why account activation might fail.
Problem #1: You are not registered with the practice.
Before you can create a Patient Portal account, you must have registered with the practice either in person or using the online registration form.
Solution: Register online! On the Patient Portal log in screen, click on "I'm a new patient. Take me to the registration page."
Problem #2: Information on file with your provider does not match what you entered to verify your identity or there is more than one patient with your email address on file.
The system checks your email address, home postal code (for U.S. zip codes, use 5 digits, not 5 + 4), and date of birth to verify your identity and correctly link your Patient Portal account to your medical records. If the information that you enter doesn't match what your provider has on file or if there is another patient with the same email address listed (e.g., a member of your family), your account cannot be activated until this information is corrected or duplicate email addresses are removed.
Solution: Double-check the information that you entered and make sure you are entering the email address that is on file with your provider. If you recently moved, you might try entering your previous home postal code. If you continue to receive an error, call your provider to correct your information on file and make sure the same email address isn't listed for any other patients. Once this is done, you can try again by clicking on "I'm a registered patient. Activate my account!" on the Patient Portal log in page.
Problem #3: You registered online but did not verify your email address by following the confirmation link.
When you register online, your Patient Portal account is created automatically and Patient Portal access is enabled when you follow the link in the confirmation email to set your password.
Solution #1: Find the confirmation email that was sent when you registered and click on the link to confirm. Don't forget to check in your spam/junk email folder! You're looking for an email with the subject "Please confirm your registration with our practice" (probably from REGISTRATION CONFIRMATION, firstname.lastname@example.org) Once you've confirmed by following the link, you can log on using your email address and the password that you set.
Solution #2: If you can't find the confirmation email (its been deleted or you never received it), you'll need to call your provider to ask that Patient Portal access be enabled. Then, click on "I'm a registered patient. Activate my account!" on the Patient Portal log in page.
Problem #4: You are an existing patient and the practice has not yet enabled Patient Portal access for you.
If you registered with the practice before it began using the Patient Portal, for example in-person at your doctor's office, a provider must manually enable Patient Portal access to your medical record after verifying that they have on file for you a unique email address (i.e. not listed for any other patients) for an email account that only you have access to.
Solution: Try to activate your account, double-checking that the information you are entering matches what should be on file with you provider (see problem #2). If you continue to encounter an error, call your provider to check whether Patient Portal access is enabled and the information on file is correct. Then, click on "I'm a registered patient. Activate my account!" on the Patient Portal log in page.
FAQs: I'm trying to reset my password - why am I receiving the message "Unable to verify your account"?
You will not be able to reset your Patient Portal password if the information that you enter (email address, postal code, last name, and date of birth) doesn't match what your provider has on file for you. Potential issues to be aware of:
- The email address that you enter to verify your identity has to be the one that is on file with your provider, which in rare cases may be different from your username (which is the email address that you used to register online).
- If there is another patient with the same email address on file, you won't be able to reset your password until the duplication is removed.
- For U.S. zip codes, just enter the first 5 digits, not 5 + 4.
Check what you entered and try again. And, if you still have problems, contact your provider to make sure that the information on file is correct and Patient Portal access hasn't been accidentally disabled.
FAQs: I entered my information to activate my account or reset my password - why didn't I recieve a confirmation email?
If you completed the form to activate your Patient Portal account or reset your Patient Portal password, you should have received a confirmation email from us either saying "Unable to verify your account" or "Password reset confirmation". If you do not see a confirmation email in your inbox, it may have been snared by your spam/junk filter. Check your spam/junk mail folder.
You can also "whitelist" emails from us (mark them as "not spam/junk" to make sure they arrive in your inbox). The process for whitelisting really depends on what email provider you use, if you know how, you can add email@example.com and firstname.lastname@example.org to your safe senders list, and mark anything from us that gets caught in your spam/junk filter as "not spam/junk" to make sure that you get emails from us in the future.
FAQs: How do I disable my Patient Portal account?
If you want to disable Patient Portal access for any reason, just contact your provider. No information is lost when you disable your Patient Portal account, as all of your information remains on file with your provider. But once the account is disabled, you will no longer be able to access your information remotely or send messages or requests via the Patient Portal.
If you suspect that your account security has been seriously compromised, you can request that Patient Portal access be temporarily suspended to protect your privacy.
Help: My Account Details
View and edit your contact and insurance information on file with your provider via the My Account Details page. Once you click "Save," newly-added or edited information is shown in orange, pending review and acceptance of the new information by your provider.
Core information, like you name and date of birth, cannot be updated via the Patient Portal. Call or see your provider, or send a secure message, to update this or any other personal information that doesn't appear on the Account Details page.
Help: Secure Messages
Note: electronic communications are for non-urgent requests only.
Electronic communication can be a convenient way to contact your provider and to get needed medical advice or information. But email is not a good way to send sensitive health information because it's not secure – that is, it can be intercepted and read by unauthorized third parties. So, the Patient Portal includes a secure message center, a secure, encrypted alternative to email for sensitive communications with your provider.
Help: Secure Messages Inbox
In your secure messages inbox, open (un-archived) conversations are shown in reverse chronological order, with follow-up messages and responses nested under the original message to which they apply. Each message is flagged by sender - messages that you sent have a red flag to the left that says "Me", while messages sent by your provider have a blue flag to the left that contains the specific provider's initials.
By default, only the subject and date of each message is shown. When you hover over a message, buttons appear showing the different actions that can be taken on that message, which may include:
- Show Details - available for all messages; shows the text of the message as well as any special instructions that you added (which provider should respond and how).
- Send Follow-Up - only available for open (un-archived) messages sent by you; sends a follow-up message that will be shown nested below the original message.
- Reply - only available for open (un-archived) messages sent by your provider; sends a reply that will be shown nested below the original message.
- Archive - only available for open (un-archived) conversations; marks the entire conversation thread as closed and hides it until you click on the Show All Conversations button near the top of your secure messages inbox. When shown, archived conversations appear in a darker shade of grey.
- Re-Open (Un-Archive) - only available for archived conversations; re-opens the entire conversation thread so that you can send follow-ups or replies to messages in the conversation.
- Cancel - only available for messages that you have sent if no action has been taken on the message yet by you or the provider (e.g., follow-up, reply, archive); permanently deletes the message from your secure messages inbox and on your provider's end.
Help: Send a Secure Message
To send a secure message to your provider, click on the green secure message button at the top of your secure messages inbox. Type your subject in the subject line, and add the text of your message in the Complaints / Questions / Symptoms text area. Then, if desired, select which staff member you would like to respond and how the practice should respond using the drop down menus provided. If no response is needed, you can check the box to mark the conversation as closed. This automatically archives the conversation when you click "Send" (remember: archived conversations can be viewed by clicking on the "Show All Conversations" button near the top of your secure messages inbox). If your provider charges for time spent on secure messages, you may need to check a box consenting to be billed.
When you click "Send Message", your message and any special instructions are encrypted and transmitted to your provider.
Help: Request Appointment
Request an appointment online by clicking on an available date in the calendar. If a date is marked as unavailable for online scheduling , appointments may be available but you will need to call your provider to check. Generally, online appointment requests can only be made for a set period in the future (for example, a couple of weeks), though setting the available date range and other limitations for online scheduling is up to your provider. Dates in the past, or too far in the future for online scheduling, are shown in gray.
When you request an appointment, a small window pops up for you to type in details, for example the specific time(s) that work best for you or which provider you'd like too see, and then you click "Request Appointment" to finalize. Your pending request will appear above the calendar, where you can view details or remove it and cancel your request. Note that the appointment is not final until your provider confirms with you by phone or email.
Help: Invoices and Payment
Use the billing and invoices page to view your current balance, make a payment, review your statement (history of charges and payments), and download insurance invoices that have been made available by your provider.
Your current account balance is highlighted at the top of the page. A negative balance indicates that you owe money, while a positive balance indicates credit in your account.
Click "Make a Payment" to pay off your balance or add credit to your account using a credit card. Designate how much to pay, add billing information, and click submit payment. Note that the payment will be submitted immediately, and will not be placed in a queue for provider review, meaning that you will need to contact your provider to cancel a submitted payment.
Click "View Statement" to view or print your billing history.
Click "Print Invoices" to print invoices that you can submit to your insurance company for reimbursement. Invoices are not generated automatically, so if you do not see the invoice you are looking for, contact your provider about creating an invoice and sharing it with you via the Patient Portal.
Help: Labs and Documents
You can upload documents for your provider to see or view labs and documents that your provider has shared with you on the labs and documents page.
Recent documents are shown by default, but you can toggle to other documents (categorized by type) using the menu provided. Note that the menu only shows categories if there are one or more documents in that category that your provider has opted to share with you via the Patient Portal.
Documents that the provider has flagged as "key documents" in your file are highlighted in red in the Labs and Documents page. Click on a document to view it. Depending on the type of file, it will open in your browser (HTML, PDF, JPG, e.g.) or download to your computer (Microsoft Word, e.g.).
To upload a document from your computer's hard drive for your provider to review, click on the Upload Document button. Enter a title and click Choose File to select the document to upload. Enter notes, if desired, and click "Save Document". Your document will appear as a document pending provider review at the top of the page until it is reviewed and accepted by a doctor.
NOTE: there is a known bug when using Firefox to upload documents, where the browser misidentifies the file type to our system and generates an error message even when you are trying to upload a document of an accepted file type. To get around this problem, use a different browser (such as Chrome) to upload your document.
Help: My Vitals
The My Vitals page is where you can view or update vital signs like blood pressure, weight, height, and any others tracked by your provider. The readings that are shown may include both ones that are taken by your provider and ones that you have taken and added at home.
Vital Sign History and Graphs
When there is more than one reading entered for a particular vital sign, a graph is automatically generated that plots all readings (y-axis) by date (x-axis). Multiple readings are shown above the graph in chronological order, going from left to right and top to bottom. If there are lots of past readings, only some may be shown at-a-glance, while a scroll bar is provided so that you can scroll up to view older readings.
Adding a Reading
To add a reading, click on the applicable "+ Add New" button. Enter the reading, the date it was taken, and any notes, and click "Submit." A reading that you add will be initially shown in a lighter shade than past accepted readings, pending provider review. You can cancel a pending addition by clicking on it.
Help: My Medications
You can see all of the medications that your provider has on file for you on the "My Medications" page. Your current (unexpired) prescriptions are shown first, followed by a list of past/expired medications.
If a prescription is expired or will expire soon, you can request a refill by clicking on the "Request Refill" button to the right of the medication. Doing so will bring up a box where you enter any special instructions, check to indicate that you've read any required notifications from your provider, and click "Submit." The refill request then appears as a pending request awaiting provider review. You can cancel a pending request by clicking "Remove."
Once your provider refills the request, the pending request will disappear and the medication will appear in your medication list.
Help: My Vaccine Record
Your vaccine record on file with your provider is shown on the My Vaccine Record page of the Patient Portal. Each vaccine type is listed on its own row in alphabetical order. If you're looking for a specific vaccine, note that the vaccine may not be listed under the name you're looking for. For example, the flu vaccine is listed under "influenza."
If the vaccine is given according to a set schedule (e.g., three doses over two years), icons to the right indicate how many doses are given, with green icons indicating which you have received and grey icons indicating yet-to-be administered doses. If the vaccine is given as needed, green icons to the right indicate vaccinations that you have received and a single grey icon is shown indicating that additional vaccinations may be added.
You can click on any grey add vaccine button to add vaccinations that you have received to your record. You'll be asked to enter who administered the vaccine, the date it was received, the batch or lot ID, if known, and any notes about the vaccination. When you click "Add", the request will be sent to your provider for review and an orange pending icon will appear for that entry. Once the entry has been reviewed and accepted by your provider, it will be shown in green.
Some rarely-given vaccines may not appear on your vaccine list by default. Send a secure message to your provider to add a vaccine that does not appear on the list.
Help: My Pharmacies
Designate or change preferred pharmacies or set your primary pharmacy on the My Pharmacies page of the Patient Portal. Preferred pharmacies should include all of the pharmacies that you regularly use, making it quick and easy for your provider to fill your prescriptions to the right place. Your primary pharmacy is the defaut pharmacy that will be used when you request a prescription refill and do not specify which pharmacy should be used. So, the primary pharmacy should be the one that you use most often.
To add a new preferred pharmacy, click "+ Add Another Pharmacy" at the top of the page. Search the database by typing in the pharmacy name, name of the pharmacy chain, the street address, city, state/province, postal code, or phone number. The system will search as you type and matches will appear just below the search bar. Click on a result in the list to select it. In the confirmation pop up that appears, you can designate whether this new pharmacy should be your primary pharmacy, and then click "Complete and Add this Pharmacy."
- Type in a phone number with no spaces, special characters, or country code.
- Type in partial words or numbers when you're not sure of the exact spelling, punctuation, or formatting, or where your search isn't returning the result you're looking for. Note that you have to start at the beginning of the word for this to work – so "Oak" will find "Oakridge" but "ridge" will not.
- Capitalization doesn't matter.
- To narrow down a search with lots of results, go ahead and use multiple different search terms, separated by spaces. For example, an area code plus the pharmacy name and street name.
If you can't find the pharmacy you're looking for (after trying partial and multiple search terms as described above), go ahead and add a new pharmacy entry by clicking on the "No Matching Pharmacy Found" notification that appears below the search bar. You must enter the pharmacy type/brand, a common name (e.g. shopping center or cross street name used to identify that location), and pharmacy address. Adding additional information beyond what's required helps us to keep the database accurate and up to date and is greatly appreciated. Click "Submit this Pharmacy" to add.
When you add a new preferred pharmacy, it will appear near the top of the page as a pending request. Cancel a request by clicking the cancel button to its right. Once it has been reviewed and added by your provider, it will appear along with your other preferred pharmacies.
Help: Encounter History
Your provider may share summaries and recommendations from visits or conversations with you on your Encounter History page. Encounter histories become available automatically once they are marked as complete by your provider, and appear in the Patient Portal in chronological order by date of service. Click "Show Details" to the right of an entry to view the provider, date of service, and visit type, as well as details (like the assessment/diagnosis, prescriptions, and orders or referrals) and additional recommendations.