Questions and Answers

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

Our Patient Portal is designed to give you convenient access to health information provided by our practice.


You can use this Portal to:

  • Access reports, lab results, clinical summary (Clinical Document Architecture (CDA)) and your demographic information;
  • Request a new appointment;
  • Review your upcoming appointments;
  • Communicate with our office staff via secure messages.

Create an Account

How can I create an account?

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

What information do I need to create an account?
  • A username and password.
  • A valid email address. This is necessary for delivery of important notifications later.
  • Demographic information including your
    • full name
    • gender
    • date of birth
    • ethnicity
    • race
    • preferred language
    • contact phone number
    • complete home address
  • 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 information will be kept secure under the HIPAA Privacy Rules.

Can I change my personal information later?

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

Why do I need to answer security questions?

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

Login

How do I log in to the system?

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

What if I don't know my username?

The first time you access the Patient Portal, you will create an account. Click the button "Start Now!" and create your login username and password from there.

In the future, if you forget your username please contact us.

What if I forgot my password?

If you have a username but you forgot your password, select "Forgot your password?" 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

What information is 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 right corner of your view. Just click the buttons to change 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 our office in this section.

Appointments

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" 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 should I do after I request an appointment?

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

How do I know my appointment is confirmed?

A practice staff member will Contact you to confirm the appointment. Once the appointment is confirmed, you can view your request in the "Upcoming" button under the "Appointments" tab.

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

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

How do I find a past appointment?

There are two options.

  • Select the time range and then click the “Refresh” button, or
  • Select a time range from “this month”, “last month”, “this year”, “last year” or “all time”.

Reports

How to find a report?

After each office test, 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 date the report was released, rather than the appointment date.

How do I view a report?

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

What does a report mean to me?

You'll have access to your reports soon after each visit. An electronic report is faster and more efficient than traditional paper reports and you can access it at any time.

Why don't I see any reports?

Please allow 1-3 business days for us to create and upload the reports. Be sure that the correct date range range is selected. Please keep in mind that the date here refer to the date the report was released, rather than the appointment date. If you are still having problems, contact us.

Patient Summary

What should I expect to see in my health record?

You are expected to see your lab results, the basic health history we've recorded in our office, and a clinical summary(Clinical Document Architecture (CDA)) under "Health Record" session. Remember, this information includes electronic data that was entered into our Electronic Medical Records system only. Data not entered electronically is not available in this system Service information rendered prior to the electronic data will not be entered in to the system.

What is a Clinical Summary?

A Clinical Summary provides an overview of your electronic medical information. It will include your demographic information, allergies, adverse reactions, alerts, medications, problem list, a history of procedures, relevant diagnostic tests and/or laboratory data, functional status, immunizations, plan of care, reason for referral, social history and vital signs.

Why do I need a Clinical Summary?

A Clinical Summary will give you an overview of the medical information we have on file for you in our office. Through this portal, you can view your information at any time, day or night. This report is based on Clinical Document Architecture (CDA) which is a health-industry standard.

How do I send my Clinical Summary to another Healthcare Provider, like my Hospital?

Click the Arrow button. You can send a copy of your Clinical Summary Data to another Healthcare Provider who has a “Direct” Email Address. “Direct Messaging” is a Healthcare Industry Standard for secure, encrypted transmission of medical records. You must get the Healthcare Provider’s “Direct” Email Address. You cannot enter a standard email address here.

Messages

How can I compose a secure message?
  • Go to the "Messages" tab click on the "Compose New" button.
  • Click on "Compose Message".
  • Click on the green "Address Book" button on the right side of the screen.
  • Choose an approved 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 cannot 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 receivers 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
  • 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?

Some subjects have 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 was 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 messages 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 us for solutions.

Is there a limit on message length?

Messages should not exceed a maximum length of 1024 characters, which are about 250 words.

Education

How do I benefit from this education section?

The Education section is to help you better understand your problem, medical terminology and your prescription. You will find definition and a preset Google search link for each item.

How to find the specific educational information?

To access educational content you can directly go to this section and choose "Problem List", "Lab" or "Medication" to view. It includes all problem, lab item and medication that are in your record. Each title is clickable and comes with a definition and/or Google search link. To find more specific information you can click on the link under "Health Record" – "CDA". This will direct you to the education section.

Profile

How can I change my demographic information?

If your demographic information needs to be updated, please click on the "Report Changes" button located on the right side of the screen. This will create a message to our staff who will update the information for you.

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 fields. Once you submit the information, it will show under "Pending Insurance Information".

How can I change my password?

To change your password, go to the "Security" section and click on "Change Password". Enter 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 update the answers with a new answer.

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.

What is Activity History?

All your online activity, including login to the portal, will be recorded in this section. Use the filter on top to find the activity record you want.