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Frequently Asked Questions


Enrollment

 

Using the UHC Patient Portal

 

The UHC Patient Portal and my Family

 

Technical Questions

 

Answers 

 

 

Enrollment

1. What is the UHC Patient Portal?

 

The UHC Patient Portal is a Web-based service through which doctors and patients can communicate securely about non-urgent healthcare matters. Through the UHC Patient Portal, you can securely request appointments, request physician referrals, renew medication prescriptions, request and receive lab or test results, access health education information, and more. back to top

 

2. Is the UHC Patient Portal Secure?

 

Yes, the UHC Patient Portal uses highly secure, built-in 128 secure-socket layer encryption technology with no caching to automatically encrypt your session with the UHC Patient Portal. In regard to e-mail, unlike conventional e-mail, all the UHC Patient Portal messaging is done while you are securely logged into our website to protect the privacy and confidentiality of personal information that is transmitted. Also, unlike conventional e-mail, which relies on multiple file servers distributed across the Internet, the UHC Portal Patient uses a centrally-managed, internal secure database which ensures that messages cannot be intercepted, deleted, copied, or altered in any way. In addition, you create your own user ID, password, and secret questions. All medical information is stored safely behind the firewall in Union Health Center's electronic health record system. Only you, your healthcare providers, and their authorized staff can read your UHC Patient Portal messages. For further information, please click on the ‘Notice of Privacy Practices’ link at the bottom of this page. back to top

 

3. What is your privacy policy?

 

The UHC Patient Portal is owned and operated by the Union Health Center, 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 never is sold or leased by the Union Health Center, Inc. Learn more by clicking on our Notice of Privacy Policies link. back to top

 

4. What is the cost of the UHC Patient Portal?

 

The UHC Patient Portal is free. back to top

 

5. Who can sign up for the UHC Patient Portal?

 

Union Health Center patients, age 18 and older. back to top

 

6. How do I sign up for the UHC Patient Portal?

 

To enroll, ask a staff member for information on how to register for the UHC Patient Portal. It simply requires your medical record number and some other personal information to create your own user ID and password. back to top

 

7. How do I contact the UHC Patient Portal if I need help?

 

If this is a medical emergency, dial 911.

 

If you are seeking medical advice or need to speak with your physician, contact your physician's office directly. If you need technical support for your UHC Patient Portal account, the UHC Patient Portal Support site is your resource. You may email the support team with questions regarding registration. You can access the email on the ‘support tab’ of the home page of the portal website and on the registration page. back to top

 

8. What physicians participate in the UHC Patient Portal?

 

Currently only the Primary Care Providers at UHC participate in the Patient Portal. back to top

 

9. What is a Medical Record (MR) number? What if it doesn't work?

 

A MR number is your Personal Identification Number. When you register as a patient at UHC you are given this number. It is the identification number that UHC staff uses to access your medical record information. It also enables UHC Patient Portal to verify that you are the representative for your account when you enroll in the UHC Patient Portal. When you enter the correct MR number along with your birth date and social security number in the registration enrollment form, you will get access to portal features that permit you to send secure messages to your physician to request appointments, referrals, test/lab results and prescription renewals. Please remember your personal information must match the registration information that UHC has for you in order to successfully register. back to top

 

 

Using the UHC Patient Portal

1. What if I forget or lose my password?

 

Click on the "I forgot my password" link. You will be transferred to the “Reset Password” page and you will be asked to provide answers to the secret questions you answered during the enrollment process. Once you answer the questions, click on the “Reset Password” button, which will transfer you to a new Log In page. At the same time, a temporary password will be sent to the email address you entered during enrollment. Once you receive the message containing the password, use the temporary password to log back into the UHC Patient Portal. Upon successful log in, you will be asked to create a new password. When a new password is created, you will receive a confirmation message to your email address. If you do not receive a temporary password, remember to check your junk mailbox, it may have been sent there. back to top

 

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

 

Log into the UHC Patient Portal. You can update your personal information within the “Patient Services” section of the UHC Patient Portal. Click on the “Update My Personal Information” link on the navigation list. back to top

 

3. Where can I update my email address or change password?

 

Log into the UHC Patient Portal. You can update your email or change password. Click on the “Edit Account” link on the upper right corner of your screen. Click the “CHANGE” button to update your name, User ID, Email, Password or Privacy Hint questions. back to top

 

4. Will I be assigned a UHC Patient Portal e-mail address?

 

As a UHC Patient Portal user, you are not assigned an email address. You will receive an e-mail at the non-UHC Patient Portal email box advising you that there is a secure message for you in your the UHC Patient Portal In box. To access your UHC Patient Portal mail, you either click the link in your email or copy- paste the link in the address field of your Web browser. back to top

 

5. What is the purpose of the In box?

 

The In box is where you will find messages sent to you from the UHC staff. back to top

 

6. What is the purpose of the Sent box?

 

The Sent box is where you will find the messages you sent to the UHC Patient Portal staff. back to top

 

7. How will I know if I have a message waiting for me at the UHC Patient Portal?

 

There are two ways to know if you have a new message waiting for you in the UHC Patient Portal:

 

a. When you have a new message in the UHC Patient Portal, another message will also be sent to the email address you entered during enrollment advising you that there is a message waiting for you in the UHC Patient Portal. The email will include a direct link to the message. If you click on the link, you will be transferred to the UHC Patient Portal, and you will need to enter your user ID and password to access the message

 

b. When you log into the UHC Patient Portal, there will be a box at the upper right of the home page notifying you that there are new messages in your inbox. The box will include links to the new mail.
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8. How do I send a message to my doctor using the UHC Patient Portal?

 

Once you successfully enroll on the UHC Patient Portal, you will be able to send a message to your team, request appointments or cancelations for primary care or physical therapy, request referrals, renew medication prescriptions, and request and receive lab or test results by sending a message to your team. Log into the UHC Patient Portal. Click on "Patient Services" section of the UHC Patient Portal. Click on the "Send a message to your Medical Home Team" link on the navigation list. back to top

 

9. Why did my message go to an Administrative or Medical Assistant?

 

Unless your doctor has chosen to access his/her messages directly, all messages you send through the UHC Patient Portal are routed through your physician's office staff and forwarded to your physician as needed. back to top

 

10. Who can view the messages I send using the UHC Patient Portal?

 

Only you, your primary care provider, and your authorized staff can view your UHC Patient Portal messages. Members of your medical home team - like a nurse or receptionist or medical assistant - may be qualified to respond, or prepare responses, just as they would during an office visit or telephone call. Messages are never stored anywhere but on the secure UHC Patient Portal server, and they cannot be read en route, deleted, copied, or altered in any way. back to top

 

11. When can I expect a reply to message I send to my physician's office?

 

You will generally receive a response to the UHC Patient Portal submitted e-mail messages within one business day. The UHC Patient Portal should not be used for urgent situations. Please call your UHC provider if the situation requires immediate attention or dial 911 if it is an emergency. back to top

 

12. How do I know the message I get back is from my doctor?

 

All members of the UHC Patient Portal, doctors included, are required to create and enter a secure Log in name and password to access the service. Your doctor's name will appear on your secure message. back to top

 

 

The UHC Patient Portal and my Family

1. Can I view a family member's (e.g., child, parent, spouse) health record in the UHC Patient Portal?

 

No, that is not possible. The UHC Patient Portal only offers direct access to YOUR personal health record. NOTE: other customers may implement this differently and allow parents to create accounts on behalf of their children, etc back to top

 

2. Can I ask questions regarding a family member from my UHC Patient Portal account?

 

In the current system, exchange of medical information about another individual would result in having information about that individual placed in YOUR health record. This information would not appear in the correct health record potentially jeopardizing medical care. back to top

 

3. Can my spouse and I share one the UHC Patient Portal account?

 

No, due to the reasons stated above. Each adult must sign and submit a Release of Information request and establish an individual UHC Patient Portal account. back to top

 

4. Why can't my children have membership in the UHC Patient Portal?

 

In this initial offering, we are only allowing adults over age 18 to participate. In the future, children may be included. back to top

 

5. Can I sign up for proxy access to another account such as that of a parent?

 

No, proxy access is not available at this time due to privacy and security concerns. back to top

 

 

 

Technical Questions

1. What computer hardware/software do I need to use for the UHC Patient Portal service?

 

  • Minimum Web Browser Requirements:
  • Microsoft Internet Explorer 6.x and later
  • Mozilla Firefox 2.0 and later
  • Apple Safari 2.0 and later

 

Secure Messaging and Patient Portal require a Windows-based workstation that supports the web browser requirements listed above.
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2. My registration attempt failed. What should I do?

 

If you have problems trying to register, click on the ‘Support Tab’ and send a message to the support team. Please include ONLY your name and MR number when you send us an email. Remember that email outside of the portal site is not a secure location. back to top

 

3. Where can I get help for technical problems?

 

The UHC Patient Portal Support can only provide assistance related to the portal and its secure messaging component. If you have questions about your computer functions, we are not able to assist. To contact the UHC Patient Portal Support, click on the “Support Tab” and send an email to the support team. back to top