Frequently Asked Questions for the Patient Portal
GENERAL INFORMATION
1. HOW DO I SIGN UP TO USE THE PATIENT PORTAL?
Next time you come to our office, our receptionist will ask for your email address and automatically “web-enable” you. She will provide you with a computer generated username and password. Instructions will also be provided on how to sign in the first time.
2. I HAVE MORE THAN ONE CHILD THAT COMES TO YOUR OFFICE. DO I NEED A SEPARATE LOG IN FOR EACH OF THEM?
Yes, you need an individual log in for each child. Just ask our receptionist to ‘Web Enable’ each child.
3. CAN I CHANGE MY PASSWORD?
Yes and we recommend that you do so
periodically. Click
here
for directions.
**Please note that changing your password will temporarily lock you
out of your account until the password is accepted by our office
staff. Allow at least 15 minutes before attempting to log into your
account again.
4. WHAT IF I FORGET MY PASSWORD?
Our staff does not have access to your password.
If you forget your password, please follow these
directions.
**Please note that changing your password will temporarily lock you
out of your account until the password is accepted by our office
staff online. Allow at least 15 minutes before attempting to log
into your account again.
5. WHAT IF I FORGET MY USERNAME?
For your protection, if you forget your username, you must come into the office to obtain this information.
6. I LOCKED MYSELF OUT OF THE PORTAL. WHAT DO I DO?
The system will lock you out with 3 failed attempts to enter the portal. Please call our office to unlock your portal account. Once your account is unlocked, please allow at least 15 minutes before attempting to log into your account again. None of your login information will change when your account is unlocked.
7. CAN I ACTUALLY SCHEDULE AN APPOINTMENT ONLINE?
The portal does not have our actual doctor
schedule online. You can request well care appointments and specify
a preferred time and date. We will then confirm the time and date
for you during our regular business hours. If you have an urgent
problem, please call us on the phone so we can work you in as soon
as possible.
**An appointment request is not a scheduled appointment. Please
wait to be contacted by our office with confirmation of a scheduled
appointment date and time.
8. HOW DO I SIGN UP FOR APPOINTMENT REMINDERS?
This is an automatic function. You will receive
an email reminder 5 days and 2 days before any appointment. This
email will be sent to the address on file and will not contain any
actual appointment information. Details can be seen by logging into
the patient portal.
**Because it will take some time to web enable all of our patients
you will continue to receive a telephone reminder as well. We
apologize for the inconvenience.
9. HOW DO I REQUEST MEDICATION REFILLS?
Please see these
directions. If you
are eligible for refills, we will fax them to your pharmacy within
48 to 72 business hours. If you are not eligible for refills,
someone from our office will contact you.
**Please note that ADD/ADHD medications cannot be handled through
the Patient Portal. Please call our office and follow the prompts
on our telephone system.
10. I SENT A MESSAGE AT NIGHT. WHEN WILL I GET A REPLY?
It can take 24 to 48 business hours to receive a
response. We try to reply to portal messages first thing when we get
to the office. However if we need a doctors approval on a request,
we will reply as soon as the doctor sees it.
** If this issue cannot wait, please call our office immediately.
11. ARE THE MESSAGES I SEND YOU OVER THE PORTAL RECORDED IN MY CHILD’S RECORD?
Yes. Everything you send us and any messages we send you are retained in your child’s record.
12. I CAN’T SEE MY CHILDS ENTIRE CHART.
At this time the portal does not allow you to view all portions of your child’s record online. We expect that the portal will continue to develop over time.
13. WHERE CAN I ACCESS THE PATIENT PORTAL?
On any cell phone or PC with internet access and at our office.