Patient Portal: Policies and Procedures & User Reference Guide Patient Portal Version 5.8.1 1
Welcome to the Patient Portal We would like to welcome you to the Patient Portal. The Patient Portal is a secure web-based healthcare application that enables you to communicate with your health care providers and connects you directly to your Electronic Health Record (EHR). The patient portal is simply an alternate way of communicating with your health care providers and their support staff. Currently, the Patient Portal allows patients conveniently, safely and securely to: Ask questions Receive results and other documents Refill prescriptions Request appointments Request your Personal Health Record 2
The Policies and Procedures section of this document outlines the terms of use of the Patient Portal. The User Reference Guide section provides step-by-step instructions to complete your enrollment and utilize these features. If you have any additional questions, please contact the practice for assistance. 3
Enrolling in Patient Portal Your practice must first enroll you in the Patient Portal application and provide you with an eight-digit token number. You will need this token number to initiate your enrollment. An email with a link to the Portal website will be sent to the address that you provided to the practice. If you have a filter for junk mail, please monitor your junk folder for Patient Portal emails you may need to add Patient Portal.com to your contact list or safe list. Please note that the token number is only valid for 30 days; if you do not enroll within this time period, you must contact your practice to request a new token number. To enroll in the Patient Portal, please complete the following steps: Open the "Welcome to Patient Portal!" e-mail sent by your practice and click the Click here to go to Patient Portal link. You will see the following screen: After you click the I Accept button, the Enrollment page will appear. Enter your security token, date of birth and your email address. This email address needs to match the email address you gave your practice when requesting your token. 4
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1. Create your Username and Password. Enter the user name and password you will use to log into Patient Portal in the fields provided. The user name must be between six (6) and 20 characters in length. The password must be between six (6) and 20 characters in length and can contain letters, numbers and/or special characters. 6
Note: As you type your password, a password strength indicator will display. Use mixed case letters, numbers and punctuation characters to increase the password strength. Note: We recommend that you change your password every six months. 2. Create your login security authorization. Select a security question and your answer in the fields provided. 3. Create your password recovery credentials. Enter a forgotten password question and answer in the fields provided and then click the Submit button. Note: The Answer field cannot contain any spaces. If the answer to your question is two or three words, the system does not allow spaces. For example, Boston Red Sox should be typed as BostonRedSox. When finished, click the Submit button to complete the enrollment process and display the Home page. The system will send you a confirmation e-mail notifying you that you have successfully completed the enrollment process and to provide you with a link to Patient Portal. 7
Note: For easy access, we encourage you to access Patient Portal through your practice s website. You will find the link the portal in the top navigation bar of your practice s website. Alternatively, you may access Patient Portal directly via the Patient Portal link provided in the enrollment confirmation e-mail. We recommend you add your practice s website or the Patient Portal website to your list of Favorites per the following instructions. http://www.wdhospital.com/body.cfm?id=570 https://www.patient Portal.com/ud2/Login/Login.aspx From Internet Explorer, click on Favorites and then Add to Favorites Internet Security Here are some suggestions to help protect your privacy and keep your information secure. Choose a password that is easy for you to remember but difficult for others to guess. Passwords are case sensitive, must be between six (6) and 20 characters and should include both numbers and characters. If you use a public or shared computer, it's important that you always sign out completely at the end of each session by clicking the Sign Out link. Doing this eliminates the possibility that another person could use the same computer to view the contents of your account. Where possible, delete the Web browser's cache and cookies. The cache maintains a copy of web pages that have been viewed recently. Computers are vulnerable to viruses and online attacks that seek to intercept sensitive information provided through the Internet and therefore, your computer should have an up to-date anti-virus program and make use of a firewall. You should not leave your computer unattended while logged in. If you have to leave your computer, log out of all programs and close all windows that might display sensitive information. The Patient Portal automatically logs you out if there has been no online activity for 20 minutes. Logging In to Your Patient Portal Web Account To log in to your Patient Portal Web account, either access your practice s website and click the Patient Portal link in the top navigation bar or access the Patient Portal website via the following link: https://www.patient Portal.com/Login/Login.aspx. You may also access either website via your Favorites if you have added them per the instructions above. Enter your User Name and Password in the applicable fields and click Log In. Both the User Name and Password are case sensitive. Note: If you enter an incorrect password four times, the system will lock your account. However, the system automatically will unlock your account after 20 minutes. Enter the requested security information in the Answer Your Security Question field and then click the Submit button. 8
The Patient Portal Dashboard will display. 9
Home Tab This page displays a section for Practice Information, Practice messages, Inbox: incoming mail items sent by your practice, Upcoming Appointments: a list of future appointments with Providers at WHP, Reminders: Future enhancement! Use the links in each section to send a message to your practice. Note: Any time a practice responds to a request or an email, uploads a document or forms to your Patient Portal account, a notification will be sent to your email address informing you that an item has been uploaded to your home page. Mail Tab Click on the Mail tab and select Inbox, Sent Items or Compose Message. Inbox To view new and old messages pertaining to appointment requests, medication refills, documents and Personal Health requests. Sent Items To view messages you ve sent to the provider s practice. Here is where you can manage your sent email. To open a message, click once on the mail item in order to view, reply, print or delete the message. Compose Message To compose a message to your Practice regarding General Questions, Medication Questions, Referral Requests and Test Results. 10
Schedule Tab Click on the Schedule tab and select Request Appointments or My Appointments. Request Appointment To send an appointment request to your practice 11
After clicking the Submit button, you will receive the message Your appointment request has been successfully submitted. 12
Important: Your provider s practice will either call you or reply by Patient Portal to your request. My Appointments To review your upcoming or past appointments. To cancel an appointment, click on the appointment in the list. At the bottom of the details you have two links: Cancel This Appointment Reschedule This Appointment 13
My Chart Tab Allows you to request your Personal Health Record (PHR). PHR is an electronic summary of your health and medical history (allergies, medications, family history, etc.). You can view it and save it to a storage device such as a CD, smart card, or USB flash drive. View My Chart Once you have requested your PHR you can then view the details. Request Health Record Click Submit to send request. 14
Renew Medications Tab To renew on-going medications, click Renew Medications link. 15
1. Select Your Medical Practice: Wentworth Health Partners will automatically default to this field. No action is required on your part. 2. Select Medications: Click on the Select different medications link to view your list of active medications on file at your provider s practice. You also have the capability to check a checkbox to view inactive available medications that your provider may have prescribed for you in the past. Click the checkbox next to the medication you wish to renew. Click the Select button. 3. Select Pharmacy: Your preferred pharmacy will default. If you wish to select a different pharmacy, click the Select different pharmacy link. In the Pharmacy Search field, type a few letters of the pharmacy name and click Search. Confirm the address and phone information. Select the correct pharmacy by clicking the button. Use the checkbox to set this pharmacy as your Patient Portal preferred pharmacy. This setting will save to your medication renewal page. Click the Select button. 4. Submit Renewal: Reason: will default to Renewal of Ongoing Medications Send to: select the provider to renew your medication Comments: enter any comments regarding the renewal Note: The next time you click on the Renew Medications, for your convenience the system will have saved your previous medications renewal requests, as well as your Pharmacy, Reason and Sent To: information. To modify any of these, click on the next to the field you would like to change. If you would like medications sent to two different pharmacies, please note this information in the Comments section. 16
Research Tab This section provider some helpful reference links. Settings Tab Account Settings Click on your Account Settings tab to view your Patient Portal profile. This section allows you to update your user name, password, security question, forgot password question and ability to un-enroll in the Patient Portal. My Information The My Information section enables you to view your address, e-mail address and primary phone number. Text messaging set-up You have the ability to receive text messages when your practice sends your any communications. To set this feature up, please follow the steps outlined below: 1. Either click ADD (to add a new phone number) or Edit to edit your existing phone number 2. Click the arrow in the Type field and select Mobile 3. Enter phone number 4. Check box next to Receive text message notifications at this mobile number 5. Select Mobile Carrier from list 17
Note: The current version of Patient Portal does allow you to edit address, e-mail and phone information, but it does not alert your provider s practice. If you make any changes to this information, please send a secure message or call the practice. Manage User Grants This feature is used to delegate account access to another person identified on your patient Portal Registration Form (if you elected to do so) and/or dependents. With Patient Portal, your practice can set up relationships that allow you (care manager) to have full access of another s user s account (dependent under age 12) or allow another user to have full access of your account. For example, a husband may grant his wife permissions to access his account. If you wish to use this feature, complete the Patient Portal Additional Access Form available at your Practice. Manage Practices This feature is not currently used. Statement Notifications This feature is not currently used. 18
Access to other patient s Portal If you have been given access to another patient s portal account (Spouse, Dependent) you will need to change the patient listed in the dropdown. You will need to change the patient when performing any of the below functions: Appointment Requests Compose Message Request Health Record Renew Medications 19