Questions and Answers

What is the Patient Portal and how can it help me?

Our Patient Portal is designed to give you access to the your health information provided by your our practice. You can use this portal 24/7 to:

  • Access reports, continuity of care documents (CCD) and your demographic information.
  • Request a new appointment online and check your upcoming appointments.
  • Communicate with our office staff via secure messages.

Create an Account

If the following does not asnwer your question, please email us.

How can I create an account?

From the login screen, click on "Start Now!" button and follow the prompts.

What information do I need to create an account?
  • A username and password.
  • A valid Email address. (You will recieve important notifications later.)
  • Demographic information including your full name, gender, date of birth, ethnicity, race, preferred language, contact phone number and complete home address.
  • Setup security questions to protect your account.
Why do I need to provide my personal information?

We will need your demographic information to verify your account. Your provider will keep your information safe under the HIPAA Privacy Rules.

Can I change the information later?

Once your account is setup and verified by the provider, you can see your demographic information under "Profile". If you want to make any changes, you can submit a request from that page. The provider staff will be happy to update your information.

Why do I need to answer secure questions?

Security questions are designed to protect access to your information. You will need to answer the security questions if you want to reset your password in future.

Login

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How do I login to the system?

You will need your username and password information to access the system.

What if I don’t know my username?

If it is your first time using Patient Portal, you will need to register an account first. Click the button "Start Now!" and create your login username and password from there.

If you forgot your username, for security purposes, please contact your provider.

What if I forgot my password?

If you have a username but you forgot your password, simply clicking on "Forgot your password?" will lead you to reset your password.

Why can’t I login?
  • All fields are case sensitive. Check to see if the "Caps Lock" key is being used. Please also allow a few seconds delay to login after you hit enter or press the login button if your Internet speed is slow.
  • Verify that your username and/or password are correct.
  • Please read any other error messages carefully.
  • If the issue continues, please contact us.

Home Page

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What information should I pay attention to on the Home page?

After successfully logging in, the first screen you will see is the Home page. First time users should follow the prompts to complete the login process. Each time you login to the Patient Portal you can see notifications about New Forms, Appointments and New Messages.

How can I change the size of the text to make it easier to read?

If you have difficulty reading the content, you can use the "font resize buttons" at the top left of your view. Just click the buttons to justify the text size until you are satisfied.

What are the buttons on the left side of the page?

These buttons give you information about New Forms, Appointments and New Messages. Following each link will direct you to the content. You can also see announcements from your practice in this section.

How do I use the quick links?

There are two types of quick links.

  • On the Home Page you will see tabs organized just like the sections of this portal. You can find helpful links under each tab.
  • You can also click on the red "I want to…" button in top, left corner of the page. This is a drop down list of additional links. You can use this button as short cut to accomplish tasks. This is accessible across the site.

Appointments

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How do I make an appointment?

There are two options.

  • From the "Appointments" tab go to "New Request", or
  • From the "Home" tab to go to "Request Appointment" button under "Before your visit".

You will be directed to the same page. Follow the prompts carefully.

The progress indicator will show the steps you have completed. You will need to:

  • Choose a date from the calendar and time range from dropdown box.
  • Give us the reason for your visit and provide a daytime contact phone number.
  • Give the referring provider name and contact information if necessary.
  • Review your request and submit. You can also add notes.
What will happen after I request an appointment?

You will see a confirmation message once the request is submitted. After the appointment is confirmed by the practice, you can view your request in the "Upcoming" button under the "Appointments" tab.

How will I know that my appointment is confirmed?

You will get a confirmation phone call or email from the practice. The confirmed appointment will show in your "Upcoming Appointments" list.

Can I change or cancel my appointment? If so, how?

While your appointment request is pending, you can cancel the it by clicking the "Cancel" button next to the pending appointment. After the appointment is confirmed, you will no longer able to make changes from the Patient Portal. You will need to contact us directly to cancel or change the appointment.

Forms

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Why do I need to fill out a New Patient form?

For security reasons, each new or established patient must complete a one-time "New Patient" form. Each patient must be verified by the practice before any medical data can be provided. We can only verify your account when you submit the New Patient form. You will not be able to use appointment request or access other content without a verified New Patient form.

Why can’t I see the forms?

You don’t need to worry unless you are sure that certain form should be given to you. Contact us if you have questions.

When will I need to fill out forms?

When will I need to fill out forms? New Patient forms are required to confirm your identity. You may also need to fill out other forms depending on the reason for your visit.

How do I open forms?

PDF forms are provided. To open the forms, you will need to have Adobe® Reader installed on your computer. If you have trouble viewing the forms, you will need to download and install Adobe® Reader from here.If you are a Chrome user, we highly recommend you submit your form using Internet Explore or Firefox. To check the avaiblity of the program, you can look for icon like or in your program list.

How can I fill out forms online?

Some forms are "read-only" which means you don’t need to fill out anything. However, if you need to fill out a form you need to open the form first. After the form is completed press the "submit" button. You can also print a copy for your records.

Can I print forms?

If you prefer paper forms, you can print the forms and fill them out by hand. To print forms, you will first need to open the form. Hover the mouse over the form and you will see a row of buttons appear at the bottom of the screen. Click the picture that looks like a printer. Follow the instructions to print. You can also print copies of forms you have filled out using the same process.

Reports

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How do I find a report?

After each office visit, a report should be posted to this portal for you to view. Select the time range and then click the "Refresh" button. You can also select a time range from "this month", "last month", "this year", "last year" or "all time". Please keep in mind that the date here refer to the uploading date other than the appointment date.

How do I view a report?

PDF forms are provided. To open a report, you will need to have Adobe® Reader installed on your computer. If you have trouble viewing a report, you will want to download and install Adobe® Reader from here.

What does a report mean to me?

You’ll have access to your reports soon after your visits. An electronic report is faster and more efficient than traditional paper reports. You have access to your information 24/7.

Why don't I see any reports?

Please allow 1-3 business days for your provider to create and upload the reports. Be sure that you choose the correct date range. If you are still having problems please contact us.

Health Record

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What should I expect to see in my health record?

You can expect to see your lab results, Continuity of Care Document (CCD) under "Health Record" session. Remember, this information includes electronic data only. Data not entered electroniclly will not be entered in to the system.

What is a CCD?

A Continuity of Care Document (CCD) includes an overview of your entire electronic medical record. It will include your demographic information, conditions or problems, allergies, adverse reactions, alerts, medications and test results.

Why do I need a CCD?

A Continuity of Care Document (CCD) will give you a 24/7 overview of your electronic medical information. A CCD is also helpful if you want to change doctors or go to another practice.

How can I view my lab result?

Select the lab result you want to view (e.g. blood chemistry, drug levels…etc.) from the left-hand side of the page. You can choose a time range for the result. You can either pick a specific date range or choose a time range to view. The lab result will show with graph and table of data facts. Lab information rendered prior to the electronic data will not be entered in to the system.

How can I understand the lab data?

Each lab result graph has a legend and you can choose which elements to view. Click on the lab result you want to view. A graph will appear if there are any results for that lab test. You may see a dialog icon below the graph if your doctor has made any comments. Click on the icon to view the comment about the test. If you have problems understanding the results, please contact us.

Why didn’t I see any lab results?

Please allow 1-3 business days for the practice to create and upload the lab results. Also, make sure you have chosen the correct date range. If the problem persists, please contact us.

What are Orders?

Orders are documents verifying the instructions that your provider has given for you. This can be anything from Patient Education to a request lab or radiology tests.

How long does this information stay in the Patient Portal? ?

This information is easily accessable to you as long as you need it.

Medication

If the following does not asnwer your question, please email us.

Why isn’t my current prescription listed?

Please allow several business days to process the prescription. If you still have questions, please contact us.

What do the different prescription statuses mean?

"Rx is pending"- your refill request is pending the doctors approval.

"Sent" – your electronic prescription was sent to your pharmacy.

"Called" – your prescription was called into your pharmacy.

"Print" – a copy of your prescription can be printed.

Messages

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How can I compose a secure message?
  • Click on the "Messages" tab and click on the "Compose New" button.
  • Click on "Compose Message".
  • Click on the green "Address Book" button on the right side of the screen. (See information below)
  • Choose one or multiple receivers by checking the box next to the name.
  • You can either type in your "Subject" or choose from the dropdown list on the right side of the "Subject" line. Please notice that you can’t leave the "Subject" box empty.
How do I use the Address Book?

For security purposes, messages can only be sent to designated receivers. Click on the "Address Book", for a list of approved receivers. You can sort the list by first name, last name or work group. Just click on the title to change the sort selection. You can select the names of one or multiple senders and they will appear in the "Send To" box. Click on the "back arrow" to exit the list.

What if I can’t find a name in the Address Book?
  • Try re-sorting the contacts by name. Just click on the column title to change the sort.
  • Try typing keywords in the search box under any title you want to search the list
  • Don’t miss the content on other pages. It is possible to miss when you have a long list.
  • If you still can’t find the name you are looking for, please contact us.
How do I use the message template shortcuts?

Sometimes your "Subject" has a pre-set message template for the content. From the "Subject" dropdown box you can click on a title. The message content will automatically appear. You can change the Subject and/or the content to customize it to meet your needs.

How can I confirm that my message is sent?

After a message is sent you will be redirected to your "Sent" box. You will see the date and time your message was sent. You can also view your previously sent message(es) from this section.

What does "Partly Successful" mean after sending a message?

When you send a message to multiple receivers, there is chance that one or more of the receivers may fail to get your message. "Partly Successful" is an alert to let you know who did NOT get your message. You can try sending the message again or contact the provider office for solutions.

Is there a limit on message length?

Messages should not exceed a maximum length of 1024 characters, which is about 290 words.

Profile

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How can I change my demographic information?

If your demographic information needs to be updated, please click on the "Report Changes" button located in the lower right corner of the screen. This will inform our staff. For security reasons you can’t change your demographic information from the Patient Portal.

How can I add insurance information?

Under the "My Insurance" section you will see your current medical insurance information. You can also add insurance information by clicking on "Add Insurance". Enter your insurance company name and click "Search" Complete the rest of the required. Once you submit the information, it will show under "Pending Insurance Information".

How can I use the clinic information?

Patient Portal also provides clinic information for your convenience. You can find our location, contact number and a map with driving directions. You will also find your doctor’s information.

How can I change my password?

To change password, you need to go to the "Security" section and click on "Change Password". Type in your current password and your new password. Confirm your new password by typing it again.

What if I forget the answers to my security questions?

If you forget the answers to your security questions, you can verify possible answers or update the answers with a new answers.

Why I can’t change my user name?

When you register an account, your information is linked to the unique ID which is your username.Therefore, you can change your password or demographic information, but you can’t change your username.