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This article will cover frequently asked questions that patients may have when troubleshooting the Patient Portal
Content:
- What does the question “Have you been to any of our clinics before” when booking an appointment mean?
- Can I select services and/or practitioners without choosing a location?
- How do I know how much a service costs?
- How can I register as a user/patient the Patient Portal?
- I cannot login, what do I do?
- Why does it say my saved password is incorrect for my Patient Portal account?
- How can I complete the forms?
- Is a Patient Portal account mandatory to complete forms or book an appointment?
- How can I manage my appointment (cancel, reschedule)?
- Is a Patient Portal account mandatory to manage my appointments?
- I created an account in the same system before for another clinic. Can I use that account to log into this clinic’s Patient Portal?
- How can I change the email address used for registration?
- How can I change my personal information?
- How can I change the medical information completed in onboarding forms?
- Can I use Patient Portal on my mobile phone?
- After selecting a desired appointment slot, do I lose the selection if I don’t have an account created?
- Why did I receive an email asking to contact the clinic for creating an account?
- Why for some appointments I do not see the Cancel and Reschedule buttons, but for others it is available?
What does the question “Have you been to any of our clinics before” when booking an appointment mean?
This question is asking if you have received treatment in any of our clinic locations before.
- Choose: Yes if you are a current or past patient at one of the clinics and a list of available services will populate.
- Choose: No if you have never been to or been treated by this clinic before. This will display all the services offered to new patients.
Can I select services and/or practitioners without choosing a location?
Because services and practitioners may vary by location, a location must be chosen when booking. You can then select your service(s) and practitioner.
How do I know how much a service costs?
Each clinic sets their own price for their services. If you want to know how much each service will cost, you will need to contact or call the clinic for pricing information.
How can I register as a user/patient in the Patient Portal?
There are four ways you may register for a patient portal account.
- You may receive an invite emailed from the clinic
- You can use the register button from the clinic’s booking page and follow the verification email sent.
- You can register by clicking on the Manage My Appointment or Complete Forms button from an appointment notification email.
- You can register after selecting a desired appointment slot.
I cannot login, what do I do?
If you cannot login simply click on forgot password and enter the same email address you used for registration. If you use a different email address, your account will not be found. If you follow the instructions to retrieve your password and do not see an email, be sure to check your Spam folder. You might receive one of the two emails:
- An Invite email: This email will be sent if your registration was incomplete and will allow you to create a password and finish the registration process.
- An Access the account or reset password link email: This email will be sent if the account is active and you cannot log in.
If you do not see an email in your inbox or spam, this means the email address entered does not match the address used to register the account. Please contact the clinic to retrieve the email address you have on file.
Why does it say my saved password is incorrect for my Patient Portal account?
If you visit multiple clinics and have created a patient portal account with more than one clinic, the password you have saved in your internet browser may be linked to the other patient portal account you saved. Try using the password for the other clinic. If this doesn't work, simply click "forgot password" and reset your password.
How can I complete the forms?
There are two ways to complete forms:
- Click on the Complete Forms button from the appointment confirmation email and register/login to access your patient account and fill out your forms.
- Login directly to the portal and go to My Forms tab.
Important Note: The side menu will only appear in Fullscreen view. If your browser view is windowed you will need to click Fullscreen.
Is a Patient Portal account mandatory to complete forms or book an appointment?
Yes, the Patient Portal is how you will access and complete your forms prior to your appointment. A patient portal account is needed to book an appointment. However, you may check a clinic’s offerings and availability without an account. After selecting your desired service and time slot you can finalize your registration.
How can I manage my appointment (cancel, reschedule)?
There are two ways you can manage your appointment:
- Click on the Manage My Appointment button from the appointment confirmation email and register/login to access your patient account.
- Login directly to the portal and go to My Appointments page.
Is a Patient Portal account mandatory to manage my appointments?
Yes! In order to manage, update, modify, or cancel an appointment, you will need to log into your Patient Portal account.
I created an account in the same system before for another clinic. Can I use that account to log into this clinic’s Patient Portal?
No, any previous account will not work with a new clinic. You must create a new account with each clinic. This is because each clinic has its own patients and accounts and they do not share information with other clinics. Each Clinic will require a different Username and Password.
How can I change the email address used for registration?
Yes, please follow these steps here to change your email address.
How can I change my personal information?
You can change your personal information by navigating to the My Forms tab and selecting the personal information forms. Even if the form is already completed, you can update the information listed at any time
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How can I change the medical information completed in onboarding forms?
The Medical Questionnaires can now be updated from the Patient Portal. Patients will need to access this from the Dashboard > Forms then click on the forms they want to update on the right hand side. Once this form is selected to a green check mark will appear.
Can I use Patient Portal on my mobile phone?
Yes! The Patient Portal can be used on any device with an internet connection.
After selecting a desired appointment slot, do I lose the selection if I don’t have an account created?
No, the slot is saved for a short time while you register for your account. If you do not register right away, another patient may take this appointment time. To be sure to retain your selected time, complete the registration process as soon as possible. You may however move from one device to another to complete your registration as the selected appointment time will be connected to your registration email.
Why did I receive an email asking to contact the clinic for creating an account?
This means that based on the email address alone we could not match your account to the clinic information on file. The clinic can send you an invite email to create the account upon providing your personal information to them directly. Please contact them to finish your account registration.
Why for some appointments I do not see the Cancel and Reschedule buttons, but for others it is available?
Each clinic determines their cancellation and rescheduling policy based on the notice they need to fill appointment slots and notify practitioners of schedule changes. Your clinic has set a timeframe when it is allowable for you to cancel or reschedule your appointment. For example, a clinic may have set a 48 hour policy for online changes to an appointment that prevents you from canceling or rescheduling yourself from your patient portal account. Please contact the clinic by phone or email to cancel or reschedule.