| General |
| What should I do if I'm having a medical emergency? |
| | | In the event of an emergency, call 911 for immediate assistance. |
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| My question doesn’t fit any category? |
| | | Please call your Primary Care Physician’s office to discuss any further questions. |
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| Where are the After Hours Clinics located? |
| | | Information on After Hours Clinics, Diagnostic Centers, and Physical Therapy Centers can be found on the Patient Services page. In the event that you decide to use an After Hours Clinic, please contact your Primary Care Physician first. |
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| When will my access to my minor child’s account be turned off? |
| | | Your access will be turned off once your child reaches the age of 12 and your provider can reinstate your access to your child’s account if appropriate. Your access will be turned off permanently once your child reaches the age of 18. |
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| Technical |
| How do I access my information online? |
| | | You must get an authorization code from your participating PCP to gain online access to your records. |
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| Are the authorization code and password the same thing? |
| | | No, the authorization code was provided by the provider office and is used to create the account. The password is created by the patient and is used each time you log in to the portal. |
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| What is my verification code? |
| | | The verification code is displayed on the screen during the account setup process. It will look something like this: |
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| I do not remember my password can I reset it? |
| | | Yes, please select the “Forgot password” link and follow the prompts to answer the security questions |
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| Why do my security questions not work? |
| | | The answers to the security questions are case sensitive, they must be answered EXACTLY how they were created |
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| I still need additional help. Is there a phone number I can call? |
| | | Yes, please call us at (810) 424-2470 for technical assistance. |
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| Medications |
| Can I request a prescription refill? |
| | | Yes, login to the portal and select “Medications”. Select the medication to refill and select “Request a refill” |
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| What information do I need when requesting my prescription refill? |
| | | To request your prescription refill please provide the following which can be located on your current prescription bottle: |
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| How and when will I learn of my physician’s decision on my prescription refill request? |
| | | You will receive a message from your physician for prescription refills requested through the web portal within two business days |
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| What if my prescription refill request is denied? |
| | | Your Primary Care Physician may request that you schedule an appointment to discuss your current options. |
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| Why can I not refill certain medications? |
| | | Controlled substances cannot be prescribed electronically, you can send a message to your provider using “Ask my Doc” requesting a refill. The prescription will need to be picked up at the office |
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| Ask My Doc |
| Can I email my provider from the portal? |
| | | You cannot “email” but you can send your provider a secure message from the portal, the message is limited to 250 characters. |
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| Where will I find a reply? |
| | | You will receive a notification email indicating you have an unread message, please login to the portal and select “Messages” |
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| Can I add new messages to existing ones? |
| | | No, you are not able to reply to a message from the portal, a new message would need to be started. |
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| Labs |
| Where do I find my lab results? |
| | | Lab results that have been signed by the physician can be viewed under “Tests”. Only electronic results will be shown, all others should be obtained through your physician’s office. |
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| Appointments |
| Can I schedule an appointment from the Portal? |
| | | You can request an appointment and the office will schedule it then notify you of the date and time. |
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| How and when will I learn of confirmation on my appointment request? |
| | | You will receive a message from your physician for appointments requested through the web portal within two business days. |
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| What if I have to reschedule or cancel my appointment? |
| | | Please call your Primary Care Physician’s office immediately to reschedule or cancel your appointment. |
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| What if my appointment request is denied? |
| | | Please call your Primary Care Physician’s office immediately to discuss your current options. |
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| What do I need to bring with me to my appointment? |
| | | Please bring the following with you to your scheduled appointment: |
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| What payment is due at my appointment? |
| | | You are expected to pay your co-payment and any outstanding balance at the time of your appointment. |
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| Referrals |
| How and when will I learn of my physician’s decision on my referral request? |
| | | You will receive a message from your physician for referrals requested through the web portal within two business days. |
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| What are my responsibilities in the referral process? |
| | | You are responsible for: |
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| What if my referral request is not authorized? |
| | | Your Primary Care Physician may request that you schedule an appointment to discuss your treatment options. |
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| What is a preferred provider? |
| | | A preferred provider is a specialist physician/provider that your Primary Care Physician has a relationship with and refers patients to. Preferred providers are reviewed annually for their quality and coordination of care with your Primary Care Physician. |
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| What is a referral? |
| | | Your Primary Care Physician may decide that you require additional care by a specialist. Depending on your health insurance provider or managed health care plan, you might need a pre-authorization or referral before seeing a specialist. When your Primary Care Physician decides that such care is necessary, he or she will initiate the appropriate referral process to a preferred provider. |
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