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Frequently Asked Questions

What is a PIN?

  • A PIN (Personal Identification Number) is a unique number issued to you by the front desk of your healthcare provider's office.

How do I receive a PIN?

  • The front desk of your doctor's office must generate a PIN for you in person. This is to ensure your identity. Next time you go to the doctor, ask the front desk to give you a Patient Portal PIN. They will generate a PIN, and then provide you with an informational letter regarding the steps you must take to register on the Patient Portal.

I don't see anywhere to enter my PIN. Where do I enter the PIN?

  • There are two steps to registering on the Portal. The first step is creating an account. This is where you enter a username, password, email address, and security questions. After you successfully complete the first step, the Portal will ask if you've received a PIN and wish to verify your identity. This second step requires you to enter your name, date of birth, sex and PIN.

I share an email address with someone else, but when that person tries to create an account, it says the email address is already in use. Why is this happening?

  • The Portal only allows one account to be linked to a particular email address. This is to ensure that you don't accidentally receive someone else's messages and no one accidentally receives yours. You can create a free email address at www.gmail.com .

When I go to create an account, it is telling me that my email address is already in use. Why is this happening?

  • When you register on the Portal, there are two steps. The first step is creating an account. This is where you enter your username, password, email address and security questions. Once you complete this step, the system will ask if you've received a PIN and wish to verify your identity. The second step of registering on the Patient Portal is verifying your identity. This is where you enter your name, date of birth, sex and PIN. This second step is what links you to your chart at ProHEALTH. If, for some reason, you create an account, but never complete the process by verifying your identity, you have STILL created an account. The system still recognizes your email address and password, and you are considered an existing user. Please log into the Portal using the username and password that you created, click the black link that says "Verify My Identity," and you are back on track to completing your registration.

I asked my doctor's office to give me a PIN for the Patient Portal and they didn't know what I was talking about. Are all ProHEALTH departments using the Patient Portal?

  • No. Only the ProHEALTH departments that are currently using the Electronic Medical Record (EMR) are able to give patients access to the Portal. Please contact your doctor's office to see if the Patient Portal is available to you.

I keep receiving a message that says Page Cannot be Displayed. What does this mean?

  • This is a technical error that can be due to a faulty network connection, a firewall setting, or pop-up blocker. Make sure your firewall setting and/or pop-up blocker allow you to access the Portal web address.

I've received a PIN and an information packet, but when I try to verify my identity, I am getting an error message that says, "The supplied information does not match a patient account." Why is this happening?

  • If the information you are entering does not exactly match the information ProHEALTH has on record for you, the Portal will not recognize you. This is to ensure that no one aside from you can access your record.

The information I am entering to verify my identity is completely correct. It still won't verify my identity. What can I do?

  • This could be due to a few different things. If you have a hyphen or an apostrophe in your name, try entering your name without it, or with a space before and after it. Sometimes our system has too few or too many spaces. Also, when you enter your birthday, make sure you are entering it in mm/dd/yyyy format, and make sure the little calendar that pops up isn't accidentally changing your birthday to this year. If the system still won't verify your identity, it may be due to the fact that your PIN has expired.

How do I find out if my PIN has expired, and what does this mean?

  • Your PIN expires 30 days after it was generated. This means that if you have not registered within 30 days of receiving your PIN, you will not be able to register unless you visit your doctor's office and have a new PIN created for you. Unfortunately, PINs cannot be given over the phone or through email.
  • Note: Though ProHEALTH has issued PINs to patients under the age of 18 in the past, we are not issuing or regenerating PINs for minors at this time.

If a PIN expires after 30 days, how will I log into the Portal each time?

  • When you create a Patient Portal account, you enter a username and password. These are the credentials that you will use when you log into the Portal. The PIN is only used to verify your identity. After your identity has been verified, you no longer need your PIN.

There is incorrect information in my chart. Who should I contact?

  • You should contact your doctor's office directly to change the information you see in your chart.

I want to send a request for an appointment/referral/lab result/medication refill. How do I do that?

  • Click the "I Want To..." tab at the top of the page. Click on the type of request you wish to send.

I sent a request some time ago and I have not received a response. Why is this happening and what should I do?

  • Requests are monitored on a department-by-department basis. If the office is not responding, please keep in mind they are overwhelmed with requests and are working as quickly as possible to assist their patients. If you have not received a response from your office, make sure you have routed your request to the correct office. You should contact the office directly to address the situation.

Where can I find the Patient Portal Welcome Packet?

  • For a copy of the Patient Portal Welcome Packet, click here .

I still have more questions. Where can I get answers?

  • If you have any questions regarding your personal health information or any information that you see in your chart, please contact your doctor's office. If you're having trouble logging in or wish to report a website-related issue, please Contact Tech Support .