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Frequently Asked Questions

In case of a medical emergency, dial 911.

Q: What is Patient Portal?
A: Patient Portal is a secure way to access some of your medical record from the convenience of your own home- 24 hours a day,  7
days a week.

Q: Who can participate in Patient Portal?
A: Established patients of St. Joseph Hospital- Physician Practices who are age 18 or older, responsible for their own healthcare and have their own private E-mail address.

Q: How do I register for Patient Portal?
A: If you are an established patient, visit the office during office hours and request to be registered.

Q: Will I be charged to use Patient Portal?
A: No!  Patient Portal is a free of charge service provided to you from St. Joseph Hospital- Physician Practices.

Q: Can I request access to my child's Patient Portal medical record?
A: Not at this time.

Q: What do I do if I am not able to view the portal?
A: The minimum requirements for accessing Patient Portal are:
     Hardware: any hardware that supports Web browsers.
     Operating System: Windows 7 and Windows 8
     Web browser: Internet Explorer 9.x or later, Firefox, Safari and Chrome.
     Click here for Internet Explorer Help.
     Click here for Chrome help.
     Click here for Firefox help.     

Q: What do I do if I lost my temporary password?
A: Call your provider’s office during office hours for a new temporary password.

Q: What do I do if I forgot my password?
A: On the
Home page, enter your user ID and click the ‘I forgot my password’ link.
You will be prompted to answer your security questions and a temporary password will be E-mailed to you.   The E-mail will contain a link directing you to the Patient Portal login page where you may enter your user ID and temporary password.
You will then be prompted to change your password.

Q: I entered my password incorrectly too many times and now I’m locked out.  What do I do?
A: If you know your password, you must wait 30 minutes to clear the lock and then you can try logging in again.  Or, follow the steps above to reset a forgotten password.

Q: What are the minimum password requirements?
A: A password must contain between 6 and 15 characters- letters and numbers.
The 3 previous passwords cannot be re-used.

Q: Can I change my user ID, password or security questions?
A: Yes! Click the Edit Account link in the upper right corner of the
Home page.  If you change your User ID, you may still login using your E-mail address as your user ID.
You may also use the 
Update Personal Information f orm to notify your provider’s office of changes to your name, address, phone, etc.  When you submit this form, your provider's office will update your medical record.

Q: I tried to change my user ID but I received a message that the user ID is not available.  What do I do?
A: That means someone else already has the user ID you tried, you must choose a different user ID.

Q: What do I do if I have forgotten my user ID?
A: Even if you have changed your user ID, you can always log in using your E-mail address as your user ID.

Q: Can I change my E-mail?
A: Please use the
Change My E-mail Address form or call your provider's office ASAP during office hours if you change your E-mail address, or messages may fail to transmit to or from your provider's office.

Q: How do I make changes to my name, address or phone numbers?
A: Use the
Update Personal Information   form to send demographic changes to your provider’s office.  When you submit this form, your provider's office will update your medical record.

Q: My name is listed correctly in some areas of Portal, but not all.  How do I fix this?
A: Please notify your provider's office of a name change by using the
Update Personal Information form or by calling your provider's office during office hours.  When you submit this form, your provider's office will update your medical record and within 24 hours of that update, all areas in Portal will reflect your new name.

Q: Why can't I see all my test results in Patient Portal?
A: There are multiple factors as to why you cannot see all results.  If you wish to know your results not shown in Patient Portal, please use the
Request Test Results  form or call your provider's office during office hours.

Q: Why are some of the links on this page not working?
A: You must be logged into your account to access certain pages and to make changes to your information.         

Q: Why do messages in my Inbox have no content?
A: Although a secure message in your Patient Portal Inbox may appear to be blank, when you see a paperclip icon there is a file attached. Open the message by double clicking it (if you don't open the message you are just previewing it and will not see the attachment).  After openning the message you will see options to view or download the attachment.  Attachments are typically lab results or visit summaries.

Q: Why can't I view attachments in my Inbox when I use my mobile device?
A: Not all features are available on mobile devices.  Please try logging into Patient Portal using a laptop or desktop computer.         

Q: Why don't I see my sent messages in the Sent folder of my Inbox?
A: Currently, the only messages saved in the Sent folder of your Inbox are messages regarding E-mail changes, or demographic changes (such as home address, phone or emergency contact info, etc).  If you wish to save a copy of other messages you send, you may do so by printing your message or you may save the message to a file on your personal computer.

Still have Questions?
Use the
Send a Message to My Provider form to send your provider's office a question, or you may call your provider's office during office hours.