2014 Patient Portal User Guide The Patient s Guide to Using the Portal
Table of Contents: What is the Patient Portal?...3 Enrolling in the Patient Portal.......... 4-19 A. Enrollment Option #1: First-Time Adult Registration.....5-9 B. Enrollment Option #2: Adding a Patient to Your Existing Account. 10-14 C. Enrollment Option #3: Adding a Patient Without an Existing Account...15-19 Using Quick Links......20-46 A. Appointments...22 i. Requesting an Appointment.....23-26 ii. Rescheduling an Appointment.....27-29 iii. Cancelling an Appointment...30-32 B. Sending a Message 33-35 i. Reading Messages From Your Provider..........36 ii. Responding to Messages From Your Provider..37-38 C. Prescription Renewals...39-42 D. Health Record.....43-46 Accessing the Patient Portal...47-56 A. Logging Into Your Patient Portal Account......47-48 B. Logging Out of the Patient Portal...48 C. Recovering Your Username and Password...49-56 Technical Support 57 2
What is the Patient Portal: IASIS HEALTHCARE Patient Portal is a Web-based communication tool that facilitates communication between a practice and its patients and specific departments within the hospital. The Portal is a convenient and secure health-management tool you and your family can use anywhere you have access to the Internet. The Patient Portal helps you better plan the details of your ongoing health care. After logging in to the Portal, you can: Request Prescription Refills Send an electronic request to your provider for a refill. Pay Your Bills Review bills and have access to online bill pay. Securely Message Your Provider Send and receive secure messages with IASIS HEALTHCARE staff and providers. Review Your Test Results Access and review some of your test results online. View and Request Appointments Request and keep track of appointments. 3
Enrolling in the Patient Portal: Enrolling in the IASIS HEALTHCARE Patient Portal actually begins at your provider s office or the IASIS HEALTHCARE hospital of your recent stay. After an appointment with your healthcare provider or your stay at one of our IASIS HEALTHCARE hospitals, an invitation to enroll in our Patient Portal will be sent to you at the email address you provided to our staff. Below is an example of the email invitation you will receive. This invitation will begin your enrollment process to become an account holder. After choosing the option that describes your account status, click on the link that is provided within that option to proceed to enroll. 4
Option #1: Adults Registering for the first time Are you an adult (age 18 or older) registering to view your own medical information? o If so, follow the instructions under Enrollment Option #1: Adults Registering for the First Time Option #2: Parents with an existing account Do you already have a Patient Portal account, but want to be able to add your child or other dependent to your account? o If so, follow the instructions under Enrollment Option #2: Parents With an Existing Account Option#3: Parents without an existing account Did you want to be able to view your child s medical information, but don t have a Patient Portal account yourself? o If so, follow the instructions under Enrollment Option #3: Parents Without an Existing Account A. Enrollment Option #1: First-Time Adult Registration If you are an adult, age 18 or older, registering to view your own medical information, you can enroll by following these steps: 1. In the enrollment invitation email, click the link under 1 Adults registering for the first time, which should look similar to this: 5
2. After clicking the link, you will be taken to the Patient Portal Terms of Use page, shown below. NOTE: In order to continue your enrollment, you must read and accept the Terms of Use. Check the box beside I have read the Terms of Use and Conditions and click Agree to continue enrollment. NOTE: If you select Disagree, you will be returned to the Welcome page. 6
3. The next page has your PIN automatically placed. Enter the required information as follows: c. Enter your first name in the First Name field. d. Enter your last name in the Last Name field. e. Enter your date of birth in the Date of Birth field. f. Click Next. 4. On the next page notice that the First Name, Last Name, and Date of Birth have been carried over from the previous page. 7
a. If there s an error in your First Name, Last Name, or Date of Birth, you can correct them on this page. b. Enter your email address under both Email and Retype Email. c. Click Next. 5. The next page is the Security Info, you will be asked to create a username and password, as well as answer at least one secret question. NOTE: If you use the tab to move from box to box, the tab will stop on the suggestions. Just use tab again to move to the next box. a. Enter a unique username in the field under Username. i. Your username should be at least six (6) characters, and cannot exceed thirtyfive (35) characters, in length. ii. Your username should only contain upper and lower case letters and numbers. iii. If you choose a username that is already being used, a warning message will appear asking you to select a different username. b. Enter a secure password in the fields under Password and Confirm Password. i. Your password must be at least six (6) characters ii. Your password must contain at least one of the following: 1. Upper case letters 2. Lower case letters 3. Numbers or characters iii. Your password CANNOT start or end with a space iv. Your password CANNOT contain your username v. Your password should be something easy for you to remember, but hard for anyone else to guess. 8
a. Answer at least one of the Secret Questions. You may answer more than one question, but at least one question must be answered to proceed. b. Click Next. 6. The next page is the Summary page, along with the message, Your profile has successfully been created, as shown below. 9
B. Enrollment Option #2: Adding a Patient to Your Existing Account If you are already a registered Patient Portal user, but you want to add your child (or another dependent) to your account, you can link your child using a PIN obtained at their providers office. If the patient is a minor, you will need to request this at their next visit to their IASIS HEALTHCARE provider or during a hospital stay. To add the patient to your existing patient portal account, you will follow Option #2 in the invitation email you receive. 1. In the enrollment invitation email, click the link under 2 Parents with an existing account, which should look similar to this: NOTE: Your provider may have printed out and given you a copy of the email message. If so, please note that you can enroll using either the email message or the print message. The enrollment instructions are exactly the same. 2. Login to your Patient Portal account, using the Username and Password you created when you registered for the Patient Portal. 3. Under the Quick Links menu on the left, click on the Profile link which is highlighted in the screen shot below. 10
4. On your Profile page, click the Add a Patient With PIN link. 11
5. Fill out the requested information in the required fields as follows: a. Copy the PIN you received in the invite email (or in the print message) into the PIN field. b. Enter the first name of the patient you want to add in the Patient s First Name field. c. Enter the last name of the patient you want to add in the Patient s Last Name field. d. Enter the date of birth of the patient you want to add in the Patient s Date of Birth field. e. Click Next. 12
6. The next page you will see is the Add Patient Demographics page. 13
You may fill out any additional information on this page, but it is not required to continue. If you want fill in the remainder of the information using your own demographic information, check the box next to Pre-populate this patient s demographics with my own demographic information. f. Be certain to enter the required information in the fields whose titles are in red with an asterisk (*), which include the following: i. Relationship to Account Holder As you are the account holder, this will be the relationship between the patient you are linking to your account and you. For example, if you were linking your 2-year-old daughter to your account, you would choose Daughter from the drop-down menu. ii. First Name, Last Name and Date of Birth - These fields carry over from the previous page. If any of them is incorrect, you can correct it here. iii. State/Province Choose your state or province in the drop-down menu. iv. Country Choose your country United States or Canada. g. Click Submit. 7. The next page you will see is a confirmation of your successful completion of enrollment to link a patient to your account. 14
C. Enrollment Option #3: Adding a Patient without an Existing Account (you will be the account holder of someone else s account) If you do not have an existing portal account and you want to be the account holder of someone else s account such as your child (or someone else that has given their permission to allow you to have access to their account you will follow Option #3. 1. In the enrollment invitation email, click the link under 3 Parents without an existing account, which should look similar to this: 15
2. After clicking the link, the next page is the Patient Portal Terms of Use page, shown below. 3. In order to continue your enrollment, you must read and accept the Terms of Use. Check the box beside I have read the Terms of Use and Conditions and click Agree to continue enrollment. NOTE: If you select Disagree, you will be returned to the Welcome page. 16
4. The next page the PIN is automatically added in the PIN field. Enter the required information for the patient you will be the account holder.. a. Enter the patient s first name in the First Name field. b. Enter the patient s last name in the Last Name field. c. Enter the patient s date of birth in the Date of Birth field. d. Click Next. 5. The next page is the Account Holder Demographics page. You will need to enter your information in the required fields as follows: 17
a. Enter your first name in the First Name field. b. Enter your last name in the Last Name field. c. Enter your date of birth in the Date of Birth field. d. Enter your email address in both the Email and Retype Email fields. e. Click Next. 6. On the Security Info page, you will be asked to create a username and password, as well as answer at least one secret question. a. Enter a unique username in the field under Username. i. Your username should be at least six (6) characters, and cannot exceed thirtyfive (35) characters, in length. ii. Your username should only contain upper and lower case letters and numbers. iii. If you choose a username that is already being used, a warning message will appear asking you to select a different username. b. Enter a secure password in the fields under Password and Confirm Password. i. Your password must be at least six (6) characters ii. Your password must contain at least one of the following: 1. Upper case letters 2. Lower case letters 3. Numbers or characters iii. Your password CANNOT start or end with a space iv. Your password CANNOT contain your username v. Your password should be something easy for you to remember, but hard for anyone else to guess. 18
vi. Your password should be something easy for you to remember, but hard for anyone else to guess. 1. Answer at least one of the Secret Questions. You may answer more than one question, but at least one question must be answered to proceed. 2. Click Next. 7. The Summary page, along with the message, Your profile has successfully been created, as shown below completes your enrollment. 19
Using Quick Links: The IASIS HEALTHCARE Patient Portal provides a secure Web-based messaging tool designed to facilitate quick and efficient communication between you and your healthcare provider. Remember, the Patient Portal is not to be used as a tool to communicate emergent needs. The IASIS Healthcare Patient Portal contains a Quick Links Menu that allows you to quickly and easily access all the features of the Portal. 20
Here is a brief overview: Request & View Appointments o Allows you to view, request, reschedule and cancel appointments Send a Message o This link provides you the ability to ask questions about billing, your medications, your test results or other non-urgent health related questions. You can send them to your provider or the hospital (you will need to have been at your provider s office or the hospital as a patient to access all the features of the portal). Read Messages o You can read your provider s/hospitals answers to your questions here, as well as receive reminders. Health Record o Here you can view and print your Health Summary and add information to a Health Tracker Prescription Renewal o You can request a prescription renewal from your provider. Online Pre-Registration o You may have access to some pre-registration papers prior to your procedure or office visit, you can ask your provider if this is expected for your procedure or office visit. Pay Your Bill o Here you will find the links to pay your medical bills. Announcements o Find out the latest announcements from your IASIS HEALTHCARE provider or hospital. Calendar of Events o Find out about upcoming healthcare events from your IASIS HEALTHCARE provider or hospital. Health Library (A.D.A.M.) o Access the A.D.A.M. health virtual library, containing thousands of resources to provide you the opportunity to read health related information. Frequently Asked Questions o Browse our Frequently Asked Questions (FAQ s) for answers to common questions and troubleshooting tips. Technical Support o Contact our Patient Portal Support Team. Phone Numbers o Access the phone list of your local IASIS HEALTHCARE hospital and provider. Profile o Manage your Patient Portal account by resetting your password, adding patients to your account, and more. Privacy Policy o Read our Privacy Policy to better understand how we use and protect your healthcare information. 21
A. Appointments Viewing and scheduling your appointments in the Patient Portal is done through the Request & View Appointments page. Click Request & View Appointments under the Quick Links Menu. To continue to the Request & View Appointments page, read the Terms of Use and if you agree, click Agree. NOTE: If you click Disagree, you will be returned to your Patient Portal Homepage. 22
i. Requesting An Appointment This is the Request & View Appointments page. From here, you can view previous and current appointments, request an appointment with your provider, or reschedule or cancel an appointment. You can also view your appointments on a calendar. Click View Calendar. To request an appointment through the Patient Portal: 1. Click Request An Appointment. 23
2. On the next page, click Select A Provider. 3. Next fill in the appointment details by: a. Click the arrow next to Select the provider for your appointment: to select the provider with which you would like to request an appointment (you can only make appointments with providers that you have visited since enrolling in the patient portal). b. Click the arrow in the drop-down menu beneath Select the appointment type for your appointment: and choose the appointment type. c. Click Next. 24
4. On the Schedule page, fill in the requested information by: a. Enter the reason for your appointment in the field under Reason for Appointment. NOTE: this field is required and has a maximum of 50 characters. b. Enter any comments you may have for your provider in the Comments textbox. i. You can use the comments to provide additional information to your provider about why you want to schedule the appointment, or inform their office of any special accommodations or considerations you may need. c. Choose the Appointment Schedule option that works best for you. d. Click Next. 5. The following page provides a summary of the information you entered for the appointment request. Review the information to ensure it is correct and then click Request Appointment. 25
26 6. When your appointment request has been submitted, you will receive the following message:
ii. Rescheduling an Appointment Appointments can be rescheduled in the Patient Portal, but only with 24 hours advanced notice. To reschedule an appointment: 1. On the Request & View Appointments page, locate the appointment you wish to reschedule and click the Reschedule button. If you don t see your appointment listed, you can click the blue Reschedule Appointment button to send your provider a message. 27
2. On the Reschedule Appointment page, you will need to fill in the following information: a. In the Reschedule Reason drop-down menu, click the arrow and choose the appropriate reason. b. If you are willing to see another provider for this appointment, check the box to the right of Is Willing to See Other Physician. Otherwise, leave it blank. c. Enter any comments you may have for your provider in the Comments textbox. i. You can use the comments to provide additional information to your provider about why you need to reschedule the appointment. d. Under Appointment Schedule, you will see the scheduling preference you indicated with the original appointment. 28
i. To change your scheduling preference, uncheck the box beside your original preference, and check your new scheduling preference. e. Click Next. 3. The next page will show a summary of your appointment reschedule request. Review the details to ensure they are correct and then click Reschedule. 4. When your appointment reschedule request has been submitted, you will receive the following message: 29
iii. Cancelling An Appointment Appointments can be cancelled in the Patient Portal, but only with 24 hours advanced notice. To cancel an appointment: 1. On the Request & View Appointments page, locate the appointment you wish to cancel and click the Cancel button. a. If you don t see your appointment listed, you can click the blue Cancel Appointment button to send your provider a message. 30
2. On the Cancel Appointment page, you will need to complete the following information: a. In the Cancel Reason drop-down menu, click the arrow and choose the appropriate reason. i. Choose Transportation if you are canceling your appointment due to lack of transportation. b. Enter any comments you may have for your physician in the Comments textbox. i. You can use the comments to provide additional information to your physician about why you need to reschedule the appointment. c. Click Next. 3. The next page will show a summary of your appointment cancellation request. Review the details to ensure they are correct and then click Submit. 31
32 4. When your appointment cancellation request has been submitted, you will receive the following message:
B. Sending a Message Sending Messages to Your Provider/Hospital 1. Click the Send a Message link (highlighted in the screenshot below) under the Quick Links Menu. To continue to the Send a Message page, read the Terms of Use and if you agree, click Agree. NOTE: If you click Disagree, you will be returned to your Patient Portal Homepage. 33
To send a message to your provider/hospital: 1. Under Please choose a location type, click the circle next to Physician Office or if message is to a hospital, click the circle next to Hospital. 2. Once you choose a location type, a new drop-down menu appears with the heading Please choose a location. 34
2. Click the arrow in the drop-down menu and choose the practice or hospital where your provider works. a. If you chose Physician Office, please then choose a location for your provider s office. If you choose Hospital, please choose a location for the hospital. i. Once you choose a location, another drop-down menu will appear with the heading Please choose a provider. Click the arrow and choose your provider from those listed. b. If you chose Hospital, the drop-down menu will list the names of all IASIS HEALTHCARE hospitals. Choose the hospital. 3. Once you have chosen a location, click the arrow for the Please choose a topic dropdown menu, and choose the topic most relevant to your question. 4. In the Question Details textbox, enter the details of your question. This is required to complete the message. 5. Click Submit to send your message to your provider/hospital. You will then be shown a confirmation page, shown below: 35
i. Reading Messages From Your Provider Reading messages from your provider is done through the Read Messages page. To access it, click the Read Messages link under the Quick Links Menu. To read a message, simply click on the message in the list. Your message will then open in the Message Details window, shown below: 36
ii. Responding to Messages From Your Provider Most of the time, messages from your provider will be one-time messages that will not require any response from you. In these messages, you will see a line that says Replies have been disabled for this message, like this example: From time to time, though, your provider may need additional information from you and send you a message asking you to reply. You can respond to these messages on the Read Messages page. To respond to a message: 1. Click on the message in the list on the Read Messages page. This will bring up the Message Details windows, shown below: Notice that for this message, the Reply button has been enabled. 37
2. Click Reply to open the Reply to Message window. 3. In the Message textbox, enter the information your provider requested, along with any additional comments you may have. 4. Once you are satisfied with your message, click Send. You will receive a Reply Sent window like this: 5. Click Close on both the Reply Sent and Message Details windows to return to the Read Messages page. 38
C. Prescription Renewals You can now request a renewal for your prescriptions directly through the Patient Portal, 24/7/365! To access, click the Prescription Renewal link under the Quick Links menu. This will take you to the Terms and Conditions for Use page. Please read over the Terms and Conditions, if you agree then click Agree to continue to the Prescription Renewal page. NOTE: If you click Disagree, you will be taken back to your Patient Portal Homepage. 39
Renewing an Existing Prescription 1. On the Prescription Renewal page, you will see a list of your prescriptions, similar to this one: 40
2. In the list, check the box next to the prescription(s) you want to have renewed. 3. Once you have selected the prescription(s) you want to have renewed, click the Renew Selected button. 4. On the next page, you will be asked to review and submit your selected prescription(s). Click Submit to confirm your selection(s), or click Previous to edit the prescription(s) information. 41
42 5. After clicking Submit, you will see the following confirmation message:
D. Health Record The IASIS HEALTHCARE Patient Portal is more than just a way to message your provider or hospital; it is also a powerful tool that allows you to access and view some of your health record. Through the Patient Portal, you can keep track of important health indicators, like blood glucose and cholesterol, as well as view critical health records, such as your immunizations, medications and procedures. You can search educational health information by clicking on Search Health Education. NOTE: You can print the entire Health Record found in your portal account or print just sections that you need. If you would like to print, click on the Print All Medical & Health Records or click on the View All of your choice and print just that section. Below is an example view of a Health Record (Homepage): The Health Record page looks identical to the Patient Portal Homepage. All the instructions below for navigating in the Health Record page are the same for navigating the Homepage as well. 43
How To Use Health Trackers The information in your Health Information Summary that you can add is stored in the Health Trackers section. Health Trackers represent information that can be entered by you or your provider to track key health indicators and are displayed as a graph. The Health Trackers include your blood glucose, blood pressure, cholesterol levels, and weight. For patients under age 20, growth can be viewed in a graph using the Growth Chart. Below is an example of using the Blood Pressure tracker: Keeping a daily track of your blood pressure: 1. From either the Patient Portal Homepage or the Health Record page, open the Blood Pressure Health Tracker by clicking the View All Blood Pressure 44
2. Click the Add Blood Pressure button. a. Enter the heart rate in the Pulse Rate (bpm) field. b Enter the systolic blood pressure in the Systolic (mmhg) field. c. Enter the diastolic blood pressure in the Diastolic (mmhg) field. d. Enter the date and time the reading was taken in the Date and Time Collected field. i. You can either enter manually or by clicking the calendar ( ) and clock ( ) icons to set the date and time. 45
46 3. Click Save Blood Pressure. You will be returned to the Blood Pressure tracking page, which now has a graph of your recent blood pressure information:
Accessing the Patient Portal: After you have successfully enrolled in the IASIS HEALTHCARE Patient Portal, you can access your Patient Portal account from any Internet-connected device, including tablets and smartphones, through your device s web browser. A. Logging Into Your Patient Portal Account To login to your Patient Portal account: 1. Access the IASIS HEALTHCARE Patient Portal web site. 2. The Patient Portal Login Page will open. Login to your Patient Portal account, using the Username and Password you created when you enrolled for the Patient Portal. 47
3. Once you are logged in, you will see your personalized Homepage. From the Homepage, you can navigate the Patient Portal using the Quick Links menu on the left side of the page. B. Logging Out of the Patient Portal To log out of your Patient Portal account, click the Logout button in the top right corner. Additionally, if the Patient Portal does not detect any activity for more than 15 minutes, the system automatically logs you out of the Portal. NOTE: It is strongly recommended that you log out before exiting the IASIS HEALTHCARE Patient Portal. Logging out of the Portal provides better security for you and your health information. 48
C. Recovering Your Username & Password If you can t remember your username or password to log in to the IASIS HEALTHCARE Patient Portal, you can use the Forgot your username? Forgot your password? Recovering Your Username To recover your Patient Portal username: 1. On the Patient Portal Login Page click the Forgot your username? 49
2. In the Forgot Username dialog box, complete the fields with the following: a. Enter the email address you used to enroll for the Patient Portal in the Account Holder E-mail Address field. b. Enter your first name in the Account Holder First Name field. c. Enter your last name in the Account Holder Last Name field. d. Click Next. 50
3. Enter the answer you provided for your displayed Secret Question in the Secret Answer field and click Next. 51
4. If you provided the correct answer, you will see the Forgot Username Confirmation page. Click OK. 5. Check your email for a message from the Patient Portal Admin. Your message will contain your username. 52
Recovering Your Password To recover your Patient Portal Password: 1. Open your Patient Portal Login Page. Click on the Forgot your password? 2. In the Forgot Password dialog box, enter the following information: a. Enter your username in the Account Holder Username field. b. Enter your email address in the Account Holder E-Mail Address field. c. Click Next. 53
54 3. Next, enter the answer you provided for your Secret Question in the Secret Answer field and click Next.
4. If you provided the correct answer, you will see the Forgot Password Email Sent page. Click OK. 5. Check your email for a message from the Patient Portal Admin. Your message will contain a link to reset your password. 55
6. When you receive the email, click the email link and complete the following: a. Enter a unique username in the field under Username. i. Your username should be at least six (6) characters, and cannot exceed thirty-five (35) characters, in length. ii. Your username should only contain upper and lower case letters and numbers. iii. If you choose a username that is already being used, a warning message will appear asking you to select a different username. b. Enter a secure password in the fields under Password and Confirm Password. i. Your password must be at least six (6) characters ii. Your password must contain at least one of the following: 1. Upper case letters 2. Lower case letters 3. Numbers or characters iii. Your password CANNOT start or end with a space iv. Your password CANNOT contain your username v. Your password should be something easy for you to remember, but hard for anyone else to guess. If you enter a new password that is identical to your current password, you will receive an error message. i. 56
Technical Support: If you have any technical support questions that this guide did not cover, please consult our Frequently Asked Questions site, www.patientportalhelp.com or contact us at 1-844-246-0479 between 8:00 A.M. and 6:00 P.M. Central Time Zone. 57
2014 IASIS Healthcare Revised on 7.17.14 [Street Address] [City], [State][Postal Code] [Web Address]