My Health Record Frequently Asked Questions
FOR QUICK HELP:
Support Hotline: (888) 670-9775
Support Email: firstname.lastname@example.org
SEARCHABLE support by word or topic – http://support.followmyhealth.com
You will receive an email via the Portal once your prescription has been refilled. If your prescription cannot be filled, you will receive an email via the Portal that explains your options. If you have further questions, please call us at (828) 258-8681 and select Option 3 to reach our Patient Care Team.
1. What is My Health Record?
My Health Record is a Web site (Patient Portal) that provides you with secure online access to your personal health records.
2. How can you be sure that your personal health records are secure?
Your records are stored as encrypted data.
3. What options are NOT available with My Health Record?
You will not be able email The Family Health Centers any health records, or attach any forms or files to a message. You will be able to upload personal medical records to your account, however those records will be for your reference only. They will not be added to your healthcare provider’s records at The Family Health Centers. To make permanent changes to your legal health record, please contact your Healthcare Provider.
You cannot revise or delete items from your Medical Record. If you delete an item, such as a diagnosis, it will be removed from your My Health Record account but it will not be removed from the medical records that are kept on file at The Family Health Centers.
4. Why should you activate your My Health Record?
A My Health Record account provides convenient online access to your personal health records at any time of the day or night. These health records can include your conditions, medications, allergies, immunizations, select vitals and lab results. The portal also allows you to exchange messages with your providers at The Family Health Centers. Your My Health Record account will also allow you to pay your bill online.
5. What resources do I need before I request an account?
You will need a desktop or laptop computer with internet access. You will need an email account. You will be asked to provide your full name, your date of birth and your email address. You will NOT be able to activate your account using a smartphone, tablet or other mobile device. Once your account is activated you will be able to download the Follow My Health application and WILL be able to access your account from your smartphone, tablet or mobile device.
6. How do I request an account?
If you are current patient of The Family Health Centers, check your email accounts for a My Health Record Invitation. The My Health Record invitation will walk you through the steps to activate your account online. For the best login experience, The Family Health Centers recommends that our patients use the “Follow My Health” login option, which looks like the button shown at left.
Patients will also be given the option to log in using Facebook, Google, Yahoo!, MSN or Cerner Health. These options are NOT recommended.
If you have not received a My Health Record Invitation, or if you are a new patient, please email us at email@example.com with your full name, date of birth and a current email address.
During an office visit, you may also check with a member of our front desk or check out staff about activating an account.
7. Who will the email be from?
You will receive an email from no-reply@FollowMyHealth.com. The invitation will be titled “Invitation to join The Family Health Centers – FollowMyHealth, My Health Record.” Please follow the activation instructions in the email or follow the step by step instructions.
8. May I request an account by visiting the Web Site, www.fhconline.com and visiting the My Health Record tab?
Yes, you may request an account by visiting our Web site and visiting the My Health Record tab. This approach, however, will not automatically activate your account. If you request an account through the My Health Record tab, as a next step we will issue an email invitation to your preferred email address. You will receive an email from “no-reply@FollowMyHealth.com“ The invitation will be titled “Invitation to join The Family Health Centers - FollowMyHealth, My Health Record” Please follow the activation instructions in the email or follow the step by step instructions.
9. What should I do once my account is activated?
Visit www.fhconline.com and visit the My Health Record tab at the far right of the home page. Once you arrive on this tab, visit the log-in button. Then enter your username and password. This should open your secure My Health Record and show only your personal health records.
10. What are common problems patients have with activating an account?
Please check back for more on common problems. If you would like to share problems you are experiencing, please call our Marketing Dept. at (828) 210-3723, or please fill out our patient satisfaction survey here.
11. What if I forget my username or password? What if my login doesn’t work?
If you kept your email invitation from Follow My Health, this email contains your username. As a next step, visit www.followmyhealth.comPlease email us at firstname.lastname@example.org and briefly describe your issue. Please include the best telephone number that we may use to reach you during the day. A team member will make every effort to contact you within 48 hours?
12. How do I request a portal account for a child or a dependent? How do I request a proxy account?
Please follow the activation instructions here.
13. What types of questions or messages are appropriate to share with my provider through the My Health Record?
All non-acute, non-emergency messages are appropriate. Most concerns that you have warrants a message to your Provider. For instance, you may request a prescription refill, ask a question about lab results, or ask for a referral.
14. If I write a message to my provider, how quickly will I receive a response?
If you are having an emergency, please call 911.
Urgent needs are not appropriate for the My Health Record. If you have an urgent need or are feeling ill, please call our office at 828-258-8681, Option 1, to request an appointment. Treatment of illness requires an appointment.
Your provider will make every effort to respond within 48 hours. If your provider is out of the office, messages that require immediate attention may be answered by another provider. If your message does not require immediate attention, our office will make every effort to communicate when you can expect to receive a response. I you feel that your message requires immediate attention and your message is delayed, please call our office at (828) 258-8681.
15. How can I view my lab results using My Health Record?
Once you are logged on to My Health Record, go to the “My Health” tab and select “Results” in the pull-down menu. This will show your most recent results, the date of the labs, the value recorded for each test and how your results appear in terms of “Low, Normal or High.” If your provider feels your lab test requires an explanation, you will receive a message through your My Health Record account with details about the lab results or a separate telephone call.
16. How can I view my X-Ray / Radiography results using My Health Record?
The Family Health Centers is not able to provide X-Ray / Radiography results because the results are not currently available electronically. If your doctor thinks it’s necessary or if your results are abnormal, you will receive a message through your My Health Record account with details about the X-Ray / Radiography results or a separate telephone call.
17. How can I pay a bill using the My Health Record?
Go to the Follow My Health Home Page. In the "Action Center" you will find a notification that you have an unpaid bill. In the home page tab, at the lower right, go to Billing and select the "Make a Payment" button
18. How do I request a prescription refill using the My Health Record? What prescriptions may I request?
Log in to your My Health Record Account. Go to "Medications" in the drop-down menu under the My Health tab. You will see a list of your medications. Next to each Medication, you will see an image of a Prescription Bottle with an "RX" label on it. If the bottle displays clearly, it means you will be able to request a refill of the prescription. To request a refill, click on the prescription bottle and it will open a message window. Select your Provider, confirm your medication, add any messages you wish to share with your provider, and hit Send. Your request will be routed to your Provider. If your request is granted, your prescription will be routed to The Family Health Centers Pharmacy Nurse and your prescription will be filled. You will receive a message in your inbox confirming that your prescription request was fulfilled.
My Health Record does not allow our patients to request prescriptions that were previously prescribed by another Physician's office, that are over the counter, or that require pickup at our offices.
19. How do I request an appointment using the My Health Record?
Patients my “request” an appointment date and time that best meet your needs. Your request will be routed to our scheduling department. A member of this team will contact you via the portal to confirm your request and to confirm the date and time of your scheduled appointment. If the scheduled appointment does not meet your needs, you will have the opportunity to request an alternative appointment date and time.
20. How do I print my personal health records from the My Health Record?
Once you are inside your health record, click on the “My Health” tab, go to “Summary” and on this page you will be given the options to email or print or fax certain items such as your entire chart, to export your chart to a flash drive or CD. If you have a health record from another Doctors office you have the option to import a record, however if you import an external record, it does not import into The Family Health Centers’ records. It imports only into your personal account for your personal use.
Updated May, 2016