myProvidence Doctor's Office (pilot program)

How do I access myProvidence Doctor's Office on the myProvidence Web site?

Please note: These services are currently available only to patients participating in our pilot at the Providence Medical Group – Mercantile and Bethany clinics.

Directions: Navigate to http://www.providence.org/eHealth and complete the registration form to create your myProvidence account. After you've signed up, you'll be given instructions about the additional steps that need to be followed before you can access myProvidence Doctor's Office:

• First, your doctor's care team will need to find you in their office records before completing your registration. This may take 1-3 business days.
• Next, we'll notify you by e-mail when you've been matched in your doctor's records. This e-mail will include instructions for entering a unique "security activation code" on myProvidence – the last step before you can start using myProvidence Doctor's Office. Read more about the security activation code.

If you've previously registered for myProvidence and would like to add myProvidence Doctor's Office to your myProvidence account, follow these steps:

1. Log in to myProvidence with your e-mail address and password.
2. From the myProvidence home page, click on the "Doctor's Office" tab at top.
3. Follow the "Sign up for myProvidence Doctor's Office" link to add these services to your account.
4. Follow the additional steps described above.

How do I create a new message? (PMG pilot program)

To write a new message, click the "Message to my doctor" link that is listed with "Doctor's Office" tasks. Fill out the secure form provided and hit "send" to deliver your message to your doctor. Please address only one medical concern per message and be as direct and concise as possible. If you are experiencing multiple medical problems, please call your doctor or schedule an appointment.

The myProvidence Message Center is not intended to be used for urgent or life threatening health problems. Call 911 if you have a medical emergency.

How long will it take to hear back from my doctor when I send him or her a secure message? (PMG pilot program)

In most cases, your doctor or a member of your doctor's care team will reply within 2 business days. We'll send you an e-mail to let you know when a new message is waiting in your myProvidence inbox.

If you have an urgent or life-threatening matter, call your doctor's office or 911.

How do I retrieve a message from my doctor? (PMG pilot program)

You'll be notified via personal e-mail when a message from your doctor or your doctor's care team has arrived in your myProvidence Message Center inbox. To retrieve a new message, log into myProvidence and click on the "Doctor's Office" tab to access your secure inbox.

We'll also signal that you have 1 or more new messages by displaying a number in parentheses, such as (1), next to "Message Inbox" links on myProvidence.

If you've sent a message to your doctor, you will typically receive a response within 48 hours, or by the end of the next business day if you've sent your message over a weekend.

Please note: A copy of your secure messaging exchanges with your care team may be filed in your medical records.

How do I reply to a message from my doctor? (PMG pilot program)

Click on the "Reply" button at the top of any message to write back to your doctor or your doctor's care team. Fill out the secure form provided and hit "send" to deliver your message.

When writing a response to your doctor, you may find it helpful to review the message history displayed at the bottom of the reply form.

How long will the messages in my secure message center inbox be stored for me? (PMG pilot program)

Your messages will be stored as long as you remain a myProvidence user (unless you delete them yourself). We will never automatically archive, delete or otherwise alter the messages in your message center folders.

How do I delete messages in my inbox? (PMG pilot program)

If you would like to delete a message, follow these steps:

• Select the checkbox next to the message (or messages) you would like to delete.
• Click the "delete" button at the botoom of your inbox.
• Messages will be moved to your deleted folder.
• To permanently delete a message from the deleted folder, follow the same steps as above. You'll be prompted to confirm that you want to permanently delete the message before that action is taken.

How do I exit the myProvidence Message Center? (PMG pilot program)

If you are ready to end your session in the myProvidence Message Center, be sure to click the Log Out button in the top-right corner of the page. Logging out will ensure that no one else can view your private information.

Will my doctor be able to refer to the secure messages we exchange at future appointments? (PMG pilot program)

Yes. Copies of all secure messages you exchange with your doctor and your doctor's care team, including Prescription Refill Requests and Specialist Referral Requests, will be kept in your permanent medical record for future reference.

How long will it take to find out if my Prescription Refill Request or Specialist Referral Request has been approved? (PMG pilot program)

Prescription Refill Requests and Specialist Referral Requests have the same turn-around time as all secure messages: In most cases, your doctor or a member of your doctor's care team will respond to your request within 2 business days. We'll notify you via e-mail when your doctor has responded to your request.

What are the advantages of using the online Prescription Refill Request, rather than calling my pharmacy? (PMG pilot program)

In most cases, calling your pharmacy directly is still the quickest way to get more medication. Check the label on your medication before completing the online form. If you still have refills remaining, the online request doesn't offer any advantage.

However, the online form can speed up prescription requests that your doctor will need to approve with your pharmacist, including when you:

• Run out of medication while traveling and would like to get more from a nearby pharmacy.
• Have been told by your doctor that you need a different dose of an existing prescription.
• Would like a prescription for a new medication. Please briefly explain your request in the "Additional information" section below.

If I use the online Prescription Refill Request, will my medications be mailed to me, or do I still need to pick them up? (PMG pilot program)

That depends on your preference. If the pharmacy name you provide on the request form is a mail-order pharmacy or online drugstore, your medications will be mailed to you per your arrangement with that company. Otherwise, you will still need to pick up your medications at the pharmacy location you name.

When should I use the online Specialist Referral Request? (PMG pilot program)

This form can be used for multiple purposes, including when you:

• Would like to see a medical specialist and, for insurance purposes, need your doctor's approval before you can schedule that appointment.
• Have seen a medical specialist and, for insurance purposes, need your doctor to formally approve that visit.
• Would like to see a medical specialist and want your doctor to recommend one by name.

Why isn't my doctor participating in Providence Doctor's Office Services? (PMG pilot program)

In 2007, Providence introduced the first level of Providence Doctor's Office Services as a pilot program for patients at the Providence Medical Group Mercantile and Bethany clinics. After the pilot program, we will begin to add more services and extend myProvidence Doctor's Office to more Providence clinics and patients.

Can I switch to one of the doctors who is currently participating in Providence Doctor's Office Services? (PMG pilot program)

Yes. But please consider this decision carefully. The most critical factor in long-term, quality health care is maintaining a relationship with a doctor who you feel comfortable with and who you trust. If you feel you have such a relationship with your current doctor, we strongly suggest that you continue to see that doctor and wait for his or her practice to begin offering online services in the future.