PATIENT PORTAL FAQS
How secure is my medical information?
Your information is extremely secure. The information on the Portal is merely a snapshot of your medical record, not your actual record. The snapshot is maintained on a secure server.
Can I ask emergency related questions via the Patient Portal?
No, if you are experiencing a health care emergency, call 911 or visit the nearest emergency room.
Can I cancel or reschedule an appointment via the Patient Portal?
You will receive an appointment reminder email and/ or text 7 days before your appointment date and another one 1 day before your appointment date. The email will be from reminders@eclinicalmail.com.
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If you are unable to make your appointment, please try and give (5 days) advance notice. This will give your provider's office the chance to open your appointment to others in a timely fashion. Please call your Provider's office directly to make any appointment changes.
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Can I expect a reply by email, or by telephone?
Each provider will choose how they communicate with their patient. If we need more information to process your request or to let you know results, we may use your portal account to send you messages, mail letters and/or call you at your telephone number.
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Due to HIPAA (privacy) laws, we cannot email you a response directly that contains and medical information.
Do my messages sent through Patient Portal become part of my medical record?
Yes. Messages that are sent to you within the Patient Portal are part of your medical record.
I think my Patient Portal account has been compromised (i.e. someone else has access my account). What should I do?
Call us immediately and we will disable your account.
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We can issue you a new username and password at your next visit to the clinic (the information will only be given in person, not by phone or email).
Can I have one portal account for my whole family?
No, each member of your family must have their own individual Patient Portal account, as all messages and information transmitted become part of your permanent health record.
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If another member of your family has access to the Patient Portal through their Primary Health Medical Group Provider, you will have separate usernames and passwords that are specific to each of you. Please make certain that you are using the correct username and password. You will be welcomed by name after a successful login; please double-check it is the correct patient before proceeding with requests or changes.
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What if I have trouble when I first log-in?
It can take up to 24 hours for your registration to take effect in our systems.
After 24 hours, please contact Healow by calling 1-(866) 888-6929. You may have to come to the clinic to resolve the problem, please bring your photo ID when you do.
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What if I forgot my password?
On the login screen, there is a 'forgot password' link that will ask you for some personal information. You will then be able to set a new password.
Why is my account locked?
As a security feature, the system will automatically lock-out an account that has had 5 failed attempts. If your account becomes locked, you can either visit your physician's office or call your provider's office so we can reset your account. You can then use the 'forgot password' link to reset your password.
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We apologize for this inconvenience, but it is necessary for security purposes.
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When I check my inbox, there are messages from my provider, but I am not getting email communication telling me to check the MySalud Online account. What's wrong?
Check your spam inbox; the message may be there. It could be that your email address on file at Salud Family Health Centers is not documented correctly. Please call your provider's office and verify the correct email address with the front desk staff. Unfortunately, we have no way of knowing if the email reminders and updates from the Patient Portal are getting through to your email inbox.
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Please remember that MySalud Online should not be used from emergency means of communication or attempts to communicate with your provider.
I am still having problems with MySalud Online. Now what?
While most of our patients have experienced no difficulties, from time to time there are technical questions. Please visit Healow's Frequently Asked Questions page HERE.
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Please know that is the issue is deemed to be a problem with your internet provider or personal computer which can include but is not limited to viruses, hijack programs, internet speed, firewall settings and/or pace issues you will be asked to contact your internet provider or a computer tech of your choosing.