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Patient Online Services Frequently Asked Questions

Enrollment Questions
What is Patient Online Services?
Is there a fee to use Patient Online Services?
How do I sign up?
Who do I contact if I have further questions?
Your Medical Record
When can I see my test results in Patient Online Services?
Why are certain test results not shared electronically via Patient Online Services?
If some of my health information on Patient Online Services is not correct, what should I do?
If I send a message to my doctor, when can I expect a reply?
Patient Online Services For My Family
Can I view a family member's health record in Patient Online Services?
Can I ask questions regarding a family member from my Patient Online Services account?
Can my spouse and I share one Patient Online Services account?
After I Have Enrolled
I forgot my password. What should I do?
Can you send me a new activation code as I have lost it, let it expire or did not receive it?
Where can I update my personal information (e.g., home address, e-mail or change my password)?
Technical Questions
How is Patient Online Services secure?
What is your privacy policy?
I was logged out of Patient Online Services, what happened?
What do I need to use Patient Online Services?
My activation code does not work, what should I do?

What is Patient Online Services?

Patient Online Services offers patients personalized and secure on-line access to portions of their medical records. It enables you to securely use the Internet to help manage and receive information about your health. With Patient Online Services, you can use the Internet to:

  • Request medical appointments.
  • View your health summary from the Patient Online Services electronic health record.
  • View test results.
  • Request prescription renewals.
  • Access trusted health information resources.
  • Communicate electronically and securely with your medical care team.
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Is there a fee to use Patient Online Services?

Patient Online Services is a free service offered to our patients.

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How do I sign up?

Patients who wish to participate will be issued a Patient Online Services activation code during their clinic visit. This code will enable you to log in and create your own username and password. If you were not issued an activation code, you may call your primary care clinic to get one or ask to sign up during your next office visit.

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Who do I contact if I have further questions?

You may e-mail us at MyChartSupport@*****.com, or you can call our Patient Online Services Patient Support Line at 877-858-0398

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When can I see my test results in Patient Online Services?

Your test results are released to your Patient Online Services account after your physician has reviewed them. This is generally within 1-12 days.

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Why are certain test results not shared electronically via Patient Online Services?

Your provider is able to determine which types of test results are able to be accessed through Patient Online Services. Further, tests of a very sensitive nature are not released to Patient Online Services.

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If some of my health information on Patient Online Services is not correct, what should I do?

Your Patient Online Services information comes directly from your electronic medical record at your doctor's office. Ask your doctor to correct any inaccurate information at your next clinic visit. Your health information is reviewed and updated in your electronic medical record each visit.

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If I send a message to my doctor or nurse, when can I expect a reply?

You will generally receive an answer within 1-3 business days. Please note that Patient Online Services should not be used for urgent situations. Please contact your medical center if the situation requires immediate attention or dial 911 if it is an emergency.

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Can I view a family member's health record in Patient Online Services?

Yes, you can. This is called proxy access and allows a parent (or guardian) to log in to their personal Patient Online Services account and then connect to information regarding their family member. Complete a Proxy Consent Form and return it to one of our medical facilities to request access to this convenient service or select Share My Record from the Health menu. From there you can select "Friends and family access" and modify or add new access to your health record.

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Can I ask questions regarding a family member from my Patient Online Services account?

Patient Online Services offers direct access to your personal health record and communicating about another individual's information would be placed in your health record. This information would not appear in the correct health record and could potentially jeopardize medical care.

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Can my spouse and I share one Patient Online Services account?

No, due to the sensitive nature of medical information, each adult must sign and submit a Release of Information request and establish their own Patient Online Services account.

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I forgot my password. What should I do?

You may contact our Patient Online Services Patient Support Line at 877-858-0398 to request a new, secure password. You may also click the "Forgot password" link on the sign-in page to reset your password online.

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Can you send me a new activation code as I have lost it, let it expire or did not receive it?

Contact us at MyChartSupport@*****.com and after we verify your information, a new code will be sent via U.S. Postal Mail. Privacy issues prevent us from e-mailing a new activation code to you.

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Where can I update my personal information (e.g., home address, e-mail or change my password)?

Log into Patient Online Services and from the left menu, go to the Preferences section and select the appropriate option.

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How is Patient Online Services secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure activation codes, personal usernames, and passwords. Each person controls their password, and the account cannot be accessed without that password. Unlike conventional e-mail, all Patient Online Services messaging is done while you are securely logged on to our website.

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What is your Privacy Policy?

Patient Online Services is owned and operated by Patient Online Services and is fully compliant with federal and state laws pertaining to your privacy. Your name and e-mail address will be treated with the same care and privacy given your health records and will never be sold or leased by Patient Online Services.

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I was logged out of Patient Online Services, what happened?

We aim to protect your privacy and security of your information. While logged into Patient Online Services, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out of Patient Online Services. We recommend that you log out of your Patient Online Services session if you need to leave your computer for even a short period of time.

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What do I need to use Patient Online Services?

You need access to a computer connected to the Internet and an up-to-date browser (such as Internet Explorer).

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My activation code does not work, what should I do?

For your security, your activation code expires after 30 days and is no longer valid after the first time you use it. If you still have problems, email us at MyChartSupport@*****.com or you can call our Patient Online Services Patient Support Line at 877-858-0398

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