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My Patient Connect FAQs

My Patient Connect Basics

What is My Patient Connect?

My Patient Connect is a web-based service through which Concord Hospital and Concord Hospital Medical Group (CHMG) providers and patients can communicate securely about non-urgent, health-related matters. Through My Patient Connect, you can request appointments; view your laboratory, radiology, pathology and test results; view your visit summaries and discharge instructions; request provider referrals; renew prescriptions; update your personal information and more. 

How do I enroll in My Patient Connect?

Current Users of Patient Connect-My CHMG Health Care or Patient Connect-My Concord Hospital Stay

To access your new My Patient Connect account, you must activate your invitation via an e-mail you will receive from your provider’s office or Concord Hospital at the time of discharge from your inpatient stay. Once your invitation is activated, follow the invitation instructions. Your account invitation will expire in 90 days. You will receive a reminder e-mail before it expires. If you do not accept the invitation before it expires, please contact your provider’s office to request a new invitation.

New patient/My Patient Connect user

To Enroll From Your Home

Visit concordhospital.org and click on the My Patient Connect icon on the home page. You must then submit an online request form which will require you to provide some basic information. Once your requested is processed, you will receive an invitation via e-mail which will require you to enter your date of birth, choose a challenge question/answer and accept the Terms of Use and Privacy Policy. You will then be prompted to set up an account by entering a unique user name and password.

To Enroll at Your CHMG Provider Office

When you arrive at your CHMG provider office, inform the registrar that you would like to enroll in My Patient Connect. The registrar will ask you to provide your e-mail address. You will receive an invitation via e-mail within seven days which will require you to enter your date of birth, choose a challenge question/answer and accept the Terms of Use and Privacy Policy. You will then be prompted to set up an account by entering a unique user name and password.

To Enroll at Concord Hospital

If you are a patient at Concord Hospital, inform your nurse or care manager that you would like to enroll in My Patient Connect. Your nurse will ask you to provide your e-mail address. You will receive an invitation via e-mail within seven days which will require you to enter your date of birth, choose a challenge question/answer and accept the Terms of Use and Privacy Policy. You will then be prompted to set up an account by entering a unique user name and password.

My Patient Connect is currently available to any Concord Hospital or CHMG patient that is 18 years of age or older.

Is a mobile app available for My Patient Connect?

Yes. A mobile app is available for Apple and Android users. You must first download the app titled HealtheLife Mobile and will then be guided to download access to Concord Hospital’s My Patient Connect and prompted to log in using your personal user ID and password.

Does participation in My Patient Connect cost anything?

No. My Patient Connect access is free.

Is my information safe and secure on My Patient Connect?

Yes. My Patient Connect uses highly secure encryption technologies with no caching. This means My Patient Connect will not record any of your patient information on the computer or mobile device you are using to access your My Patient Connect account. Unlike conventional e-mail, all My Patient Connect messaging is done while you are securely logged into our Web site to protect the privacy and confidentiality of personal information that is transmitted. Also, unlike conventional e-mail, which relies on multiple file servers distributed across the Internet, My Patient Connect uses a centrally managed, internal secure database, which ensures that messages cannot be intercepted, deleted, copied or altered in any way.  

In addition, you create your own user ID, password and challenge questions. All medical information is stored safely behind the firewall of Concord Hospital’s electronic health record system. Only you, your healthcare providers and their authorized staff can read your My Patient Connect messages.

What is My Patient Connects privacy policy?

My Patient Connect is owned and operated by Concord Hospital/Concord Hospital Medical Group and is fully compliant with federal and state laws pertaining to your privacy. Your name and e-mail address will be treated with the same care and privacy given your health records and will never be sold or leased by Concord Hospital or Concord Hospital Medical Group. You may access the privacy policy in My Patient Connect or at concordhospital.org.

What if I forget or lose my password?

If you forget or lose your password, click on the ‘I forgot my password’ link on the My Patient Connect log in screen. You will be transferred to the ‘reset password’ page and asked to provide your e-mail address. A link to reset your password will be sent to your e-mail address with further instructions. You may also click on the Account Help link on the login page of your portal account. This link will provide you with additional information regarding your account.

How do I cancel my My Patient Connect access?

We hope you find My Patient Connect helpful and continue to use it. However, if you wish to cancel your personal access please notify your Concord Hospital Medical Group provider office or call Concord Hospital Health Information Management Services at (603) 228-7312.

Who do I contact if I need help with My Patient Connect?

If you need assistance with My Patient Connect, you may contact our vendor Cerner Support directly at 1(877)621-8014.

If this is a medical emergency, dial 911.

If you are seeking non-urgent medical advice or need to speak with your provider, contact your provider’s office directly.

Using My Patient Connect

Where can I update my personal information (e.g., home address, e-mail or change my password)?

Once you log into My Patient Connect, you can change your password within the ‘Patient Information’ section under your name in the upper right-hand corner of the web page. You may also update your e-mail address, edit your notifications and access the help menu all from this menu.

Do I need an e-mail address to use My Patient Connect?

Yes. You need a unique, personal e-mail address to use My Patient Connect. If you share your e-mail account with a member of your family and you both would like My Patient Connect access, please note that each e-mail address can only be linked to one My Patient Connect account.

How do I send a message to my CHMG provider office using My Patient Connect?

Once you successfully enroll in My Patient Connect, you are able to send a secure message to your CHMG provider’s office. You may also send a secure message to a provider’s office to request appointments, referrals or renew medication prescriptions. If you don't receive a response in two business days, please feel free to call the office.

How will I know if I have a message waiting for me in My Patient Connect?

There are two ways to know if you have a new message waiting for you in My Patient Connect:

  1. When you have a new message in My Patient Connect, another message will also be sent to the e-mail address you entered during enrollment advising you that there is a message waiting for you in My Patient Connect. The e-mail will include a direct link to the message. If you click on the link, you will be transferred to My Patient Connect and asked to enter your user ID and password to access the message.
  1. When you log into My Patient Connect, there will be a messaging box on the home page notifying you that there are new messages in your inbox. Clicking on the messaging box will bring you to the new message.

Will my doctor reply to my e-mail message or do nurses or medical assistants reply to all e-mail questions?

A qualified member of your provider office staff will respond to your e-mail request under the guidance of your provider.

Who can view the messages I send using My Patient Connect?

Only you, your provider, and your provider's authorized staff can view your My Patient Connect messages. Members of your provider's staff - like a nurse or receptionist - may be qualified to respond, or prepare responses, just as they would during an office visit or telephone call. Messages may be saved in your medical record for future review, but are never stored on the Internet except on the secure My Patient Connect server and cannot be read en route, deleted, copied or altered in any way.

When can I expect a reply to a message I send to my provider's office via My Patient Connect?

You can expect to receive a response to My Patient Connect submitted e-mail messages within one business day. If you don't receive a response in two business days, please feel free to call the office. My Patient Connect should not be used for urgent medical situations. Please call your medical provider if the situation requires immediate attention or dial 911 if it is an emergency.

Will I be charged for e-mail communication with my provider office?

You will not be charged for e-mail communication with your provider office.

How do I request a prescription refill in My Patient Connect?

Once logged in to My Patient Connect, select Health Record, then Medications. Click the renew button and select which medication(s) you would like to renew.

Can I schedule an appointment on My Patient Connect?

Although you may not schedule an appointment on the My Patient Connect at this time, you may submit a request for a non-urgent medical appointment.

Will all of my medical information be available in My Patient Connect if I am a patient of several CHMG practices?

Your portal will contain lab results immediately and other diagnostic test results will be available within a week. It will also contain your health issues list and we are working diligently to move your medication list to your portal. If you have an immediate need, please call your CHMG practice.

How does my My Patient Connect information interact with medical records that I may have with providers that are not part of CHMG?

Your My Patient Connect record only interacts with records that you have with Concord Hospital Medical Group providers. However, it is possible that your My Patient Connect account may include medical problems and/or medications that a non-CHMG provider has noted or prescribed. This can occur when, in the course of your care, your non-CHMG provider shares information about you with a CHMG provider and that information is noted in your CHMG electronic health record so that it can be considered in your ongoing care. 

I no longer have the e-mail invitation sent to me following my discharge. How do I register my account without it?

If you no longer have your e-mail invitation and want to register your account you may contact your provider’s office or visit concordhospital.org, click on the My Patient Connect icon on the home page and submit an online request form.

Where do I find my discharge instructions and/or end of visit summary?

The Health Record menu from within My Patient Connect has a Visit Summary section that will provide you access to your visit summaries and discharge instructions.

When will my medical information be available in My Patient Connect?

Most of your personal medical information is available in My Patient Connect immediately after your discharge from Concord Hospital or your appointment with a CHMG provider however some information my take slightly longer to appear in My Patient Connect.

Who do I contact if I have questions about the information I am viewing in My Patient Connect?

Contact your primary care provider’s office.

Can I access my child’s record and/or a dependent that I am a legal guardian of?

Parents do not need to be a Concord Hospital or CHMG patient or have a My Patient Connect account in order to be linked to their child’s health record.

Parents can have electronic access to their child’s health record until the child is 12 years old. On the child’s twelfth birthday, electronic access will automatically be removed. Parents cannot obtain electronic access to their child’s health record if the child is 12-18 years of age. This complies with NH State law pursuant to RSA 318-B:12-a and RSA 141-C:18 which gives minors certain rights with regard to their health information.

If you are a guardian of an adult and would like to obtain access to their health record, official guardianship documentation must be submitted to the adult’s CHMG practice or mailed to Concord Hospital Health Information Management Services (HIMS), 250 Pleasant Street, Concord, NH 03301. Once all necessary paperwork is presented, you will receive access to the patient's medical information.

If you are seeking access to a My Patient Connect account belonging to an adult family member, you and your family member must complete an authorization for proxy and submit to HIMS. Durable Power of Attorney (DPOA) does not meet the criteria for adult to adult linking. A DPOA for health care only gives rights to the DPOA when the patient is incapacitated or cannot make decisions on their own behalf, as determined by a provider. Any patient, guardian or parent of a child up to 18 years of age may request copies of medical records in writing by completing our Authorization to Disclose Protected Health Information form. For additional information regarding how to obtain copies of medical records, contact Health Information Management Services at (603) 228-7312 or e-mail release.info@crhc.org

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