WELLMED PATIENT PORTAL PATIENT FAQ

Transcription

1 Q: What is Patient Portal? A: Patient Portal is a web application that works on most/many desktop web browsers, e.g., Internet Explorer (IE) 8 and higher, Google Chrome, Mozilla Firefox and Safari. Patient Portal provides secure access to parts of your medical record and an easy way to communicate with your WellMed clinic from the comfort of home. Q: What does Patient Portal do? A: Patient Portal offers a variety of features including appointment requests, appointment reminder and confirmation s, sending and receiving messages, viewing of lab and imaging results and your immunization and referral history. Q: How do I find Patient Portal? A: Once you ve signed up for Patient Portal at your clinic s front desk, you ll get an with a link to the Patient Portal. The login page is at: Q: Does Patient Portal work on mobile devices like smart phones and tablets? A: No. The Patient Portal is not designed for mobile devices. Q: How do I sign up for Patient Portal? A: Ask your clinic s front office staff. They will ask you to provide identifying information, your address and to sign a consent form. Q: How do I log in to Patient Portal for the first time? A: You will receive and print out that contains your username, password and a link to the portal login page 1. Click (or paste into your web browser) the LOGIN LINK; 2. Enter your USERNAME and PASSWORD and click the Login button 3. Validate yourself by entering either your Date of Birth or Phone Number and then click the Submit button 4. Set up a new password and security question/answer and click the Submit button 5. Accept the eclinicalworks Consent by clicking the Next button 6. Accept the WellMed Consent by checking the I have read the consent from and the above information checkbox and clicking the Agree button WellMed Medical Management Patient Portal FAQ (Version 1.4) Page 1

2 Q: Can my family or friends use Patient Portal for me? A: Yes. Patient Portal can only be assigned to one address, but you can allocate a family member or friend to function as your proxy provided you (and they) have completed the proper consent form(s) and granted them permission to access your personal health information. Q: What if I can t connect to the Internet? A: Please contact you Internet Service Provider (ISP), e.g., Time Warner Cable. Q: I forgot my password. How do I get a new password? A: From the login page, click the Can t access your account? link. Then: 1. Select Forgot Password and click the Next button 2. Enter your Username and click the Submit button Patient Portal will send an to the address you used to register the account with instructions on how to reset your password. Your clinic can also reset your password which will trigger an containing the new information. Q: I forgot my username. How do I retrieve my username? A: From the login page, click the Can t access your account? link. Then: 1. Select Forgot Username and click the Next button 2. Enter your address or your First Name, Last Name and Date of Birth and click the Next button Patient Portal will send an to the address you used to register the account with your username. Your clinic can also reset your username which will trigger an containing the new information. Q: I m locked out of my Patient Portal account. How do I get unlocked? A: After five consecutive login failures, your account locks automatically for security purposes. Please contact your clinic during regular business hours to have your account unlocked. You will be required to verify your identity. WellMed Medical Management Patient Portal FAQ (Version 1.4) Page 2

3 Q: Can I reset my password? A: Yes. Once logged in, select Reset Password from the My Account section on the left-hand side menu. Q: How do I send a message to my doctor/clinic? A: Once logged in, click Compose under the Messages section from the left-hand side menu 1. Select your healthcare provider from the To: field (you should see your Primary Care Provider and any other providers you ve had a visit with at your clinic) and the Facility: field will fill in automatically 2. Fill in the Subject and a Message fields and click the Submit button. Q: How do I reply to a message from my doctor/clinic? A: You must compose a new message. See the previous question on how to compose a new message Q: How long does it take to get an answer to my message? A: Reasonable efforts will be made to respond to and telephone inquiries within one (1) business day, but no later than three (3) business days, after receipt. Online communications should never be used for emergency communications or urgent requests. If you have an emergency or an urgent request, you should contact your physician by telephone. Q: How do I read my test (Lab/Imaging) results? A: Click on Lab/Imaging Results under Medical Records and select a test/result from the Name column. You will see the numbers for value and reference range for each thing that was measured. Below that, look at the Result:. Your doctor will have selected a result such as Abnormal and may even have typed more information for you after the result, e.g., Abnormal: your iron is a bit high, please stop your iron supplement. WellMed Medical Management Patient Portal FAQ (Version 1.4) Page 3

4 Q: Can I schedule or cancel appointments through the Patient Portal? A: You can send appointment requests (click Request Appointment, fill out the required fields those with a red asterisks and click the Submit button). You can make an appointment cancellation request by composing a new message, but please call your clinic for appointment cancellations that are less than 24 hours in advance. Q: Does Patient Portal replace coming to the clinic? A: No. You should come to the clinic for all your appointments. Q: Is Patient Portal available in Spanish? A: Not at this time. Q: Can I have my Patient Portal account disabled? A: Yes. Contact your clinic to disable your account. Q: Patient Portal is hard to read. Can I increase the font size? A: Yes. Many/most web browsers have a Zoom in feature under the View menu. Q: Does my Social Security Number display on Patient Portal? A: No. Your Social Security Number is not displayed on Patient Portal. Q: Can I access Patient Portal after business hours? A: Yes. You can access Patient Portal anytime you have an Internet connection. Q: Can I upload documents to Patient Portal? A: Not at this time. Q: Can I print information from my Patient Portal? A: Yes. You can print from your web browser. Q: How will you use my address? A: We will only use your address for communication related to Patient Portal such as password/username retrieval, appointment reminders, messages and test results. You also have the option to unsubscribe from these types of s, BUT IF YOU DO YOU WILL BE UNABLE TO RECEIVE PASSWORD/USERNAME S. Under no circumstance will we share or disclose your to a third party. WellMed Medical Management Patient Portal FAQ (Version 1.4) Page 4

5 Q: Where can I get help? A: For scenarios other than sign up, password/username retrieval, unlocking your account and disabling your account, please refer to eclinicalworks Patient Portal Help Hub which you can access by clicking Help from the upper right-hand menu once you have logged in. PLEASE NOTE: The Help Hub speaks to the entire functionality of the product, some of which WellMed may not currently have enabled. WellMed Medical Management Patient Portal FAQ (Version 1.4) Page 5