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Patient Frequently Asked Questions (FAQs) - Patient Portal RedesignWhat's changed on the Patient Portal? You can now use your mobile device to access your healthcare information. The Patient Portal is a mobile-friendly website that is optimized for the device you use to access the site (be it a desktop, smartphone, or tablet). From a mobile phone, you no longer need to zoom in and out to read text, and web pages automatically resize to fit in a small screen. You can access your health data anywhere, anytime, and at your own convenience, no matter which device or mobile operating system you choose to use. In addition, we have modernized the portal's look and feel with a contemporary design and intuitive navigation. Based on portal configuration, you can now connect to other portal applications in use by your providers, allowing you to access your health information from one centralized hub - the Change Healthcare Patient Portal. We also updated the Message Center with a contemporary look similar to that of email applications you may already be familiar with, such as Gmail and Yahoo. Last but not least, the portal now supports Spanish translation (with the exception of Spanish registration and Education) across the website. Why does the Home page look different?We've given the Home page a brand new look, modernizing the design and making navigation more intuitive. We added eye-catching icons and a navigation bar that quickly takes you from one location to the next, all with the intent of providing you with a great user experience. We removed the left navigation and relocated links in this pane to more appropriate places. Using your mobile device or desktop, the Home page automatically adjusts to fit nicely in a small or large screen. Pop-out and drop-down menus take you to healthcare information with just a simple tap or mouse click. How do I access the Patient Portal from my mobile phone?Navigate to the Patient Portal as you would to any other site from your mobile browser. The mobile and desktop versions access the same website. If you choose, create a bookmark and place it on your Home screen for a one-tap short cut to the Patient Portal. What browsers and devices work with the Patient Portal?We currently support the following browsers, devices, and operating systems (OS).Browser VersionInternet Explorer 9, 10, 11Chrome 41Firefox 36Mac/Safari 8Device / OSiPhone 4 and above with iOS 7, iOS 8IPad 2 and above with iOS 7, iOS 8Surface Pro 3 with Win 8.1Android Phones with KitKat 4.4Android Tablets with KitKat 4.4How do I determine which version of Internet Explorer is installed on my computer?Open Internet Explorer>click the Help menu>click Help AboutNext to "Version," the first number that appears (e.g., 7, 8, or 9) indicates the version of Internet Explorer installed on your computer. Can I still access the Patient Portal using Internet Explorer (IE) 8?The updated Patient Portal is not designed to work with IE 8. If you use this browser, the portal will not function properly. For this reason, we recommend that you download the latest version of Internet Explorer from Microsoft’s website or use another supported browser. Are there differences between the mobile and desktop versions of the Patient Portal?The navigation varies slightly between the two versions; however, the functionality remains the same. The mobile navigation is designed to be very intuitive, allowing you to access your healthcare information with just a few simple taps. Can I view the Patient Portal in Spanish?Yes, as of 4/7/2015, you can view the entire portal in Spanish (with the exception of Spanish registration and Education) if you choose. All labels, buttons, actions, and instructional text will display in Spanish. However, the Clinical Exchange service does not automatically translate messages sent from your providers and care team. Please confirm directly with your provider that he or she accepts messages in Spanish. We offer assistance for our Spanish-speaking patients through the Customer Support Help Desk. We have Spanish-speaking support staff available and ready to assist you. Note: Spanish is not available on the Canadian site. How do I send my dependent's provider a message?From a mobile device: From the Home screen, tap the Envelope icon or tap the Menu button, located in the upper right-hand corner of any screen and select Messages from the drop-down menu. The Message Center screen displays. Tap the Compose button. Next, tap the Select Patient down arrow and select the patient whom the message is regarding. Now, select the provider by tapping the down arrow and making a selection. Once a provider is selected, a message displays, alerting you that the message is not intended for emergencies or same day requests. Tap Yes, I understand to proceed. From the Subject drop-down, select the Message Your Provider/Care Team. Enter the subject and text of your message and then tap Send. The Clinical Exchange service provides confirmation of successful message transmission, as well as the expected response time from your provider's office. From a desktop: From the Home screen, click the Envelope icon, or click Messages in the top navigation bar from anywhere in the application to reach the Message Center. From the Message Center, click the Compose button located in the far-left navigation pane. Click the Patient drop-down to select the patient whom this message is regarding. Click the Provider drop-down to select the patient's provider. Once a provider is selected, a message displays, alerting you that the message is not intended for emergencies or same day requests. Click Yes, I understand to proceed. From the Subject drop-down, select the Message Your Provider/Care Team. Enter the subject and text of your message then click Send. The Clinical Exchange service provides confirmation of successful message transmission, as well as the expected response time from your provider's office. How do I find my health records now that the navigation has changed?You can access a health record through multiple navigation paths from your mobile device or laptop.From a mobile device: From the Home screen, tap the Medical Chart icon, or tap the Menu button located in the upper-right hand corner of the screen, and then select the down arrow next to Health Records. A list of health record options displays (such as Medication and Allergies, Problems & Procedures, etc.). Tap the applicable one to navigate to the desired screen. From a desktop: From the Home screen, select the Medical Chart icon or click Health Records located on the top navigation bar. Clicking Health Records displays a pop-out menu with clinical data options. Select the applicable option to proceed to the desired screen. How do I request a referral to another provider?From a mobile device: From the Home screen, tap the Envelope icon or select the Menu button located in the upper right-hand corner of any screen and then select Messages. Tap the Compose button. Address your message by selecting the appropriate patient and provider name. Tap Yes, I understand to acknowledge that this message is not intended for an emergency or same day requests. Next, select Referrals from the Subject drop-down list. Complete the required fields for the referral request. You may request a referral to a specific provider, or your provider may choose a specialist for you. Confirm or change (by tapping the Account link) your health plan information. Tap Send. The Clinical Exchange service provides confirmation of successful message transmission, as well as the expected response time from your provider's office. From a desktop: From the Home screen, click the Envelope icon or select Messages from the Navigation bar from any screen. Select the Compose button. Address your message by selecting the appropriate patient and provider name. Select Yes, I understand to acknowledge that this message is not intended for an emergency or same day request. Next, select Referrals from the Subject drop-down list. Complete the required fields for the referral request. You may request a referral to a specific provider, or your provider may choose a specialist for you. Confirm or change (by selecting the Account link) your health plan information. Click Send. The Clinical Exchange service provides confirmation of successful message transmission as well as the expected response time from your provider's office. How do I request lab or test results?From a mobile device: From the Message Center screen, tap the Compose button. Address your message by selecting the appropriate patient and provider name. Tap Yes, I understand to acknowledge that this message is not intended for an emergency or same day requests. From the Subject drop-down, select Lab Results. In the search box, begin entering the name of the lab or test results. A type-ahead feature will quicken the process of locating the entry. Select the applicable entry from the drop-down list. You may select more than one entry by tapping the plus sign. Next, tap Done to proceed to the Message text box. Enter your message, and tap Send. The service provides confirmation of successful message transmission as well as the expected response time from your provider's office. The service delivers the response from the provider's office to your Clinical Exchange inbox. From a desktop: From the Message Center screen, click the Compose button. Address your message by selecting the appropriate patient and provider name. Select Yes, I understand to acknowledge that this message is not intended for an emergency or same day requests. From the Subject drop-down, select Lab Results. In the search box, begin entering the name of the lab or test result. A type-ahead feature will quicken the process of locating the entry. Select the applicable entry from the drop-down list. You may select more than one entry by clicking the plus sign. Next, select Done to proceed to the Message text box. Enter your message, and click Send. The service provides confirmation of successful message transmission as well as the expected response time from your provider's office. The service delivers the response from the provider's office to your Clinical Exchange inbox. How do I schedule (reschedule or cancel) appointments with my provider(s)?From a mobile device: The Clinical Exchange service provides a simple process for managing appointments with your providers. From the Home screen, tap the Envelope icon, or select the Menu button from any screen and tap Messages. Tap Appointments to start an appointment message. Select the patient and provider. Next, select the type of appointment (schedule a new appointment, reschedule, or cancel) from the Action drop-down. Select the applicable date(s) and enter the Reason for the Appointment. Confirm or change (by tapping the Account link) your health plan information and then tap Send. The service provides confirmation of successful message transmission, as well as the expected response time from your provider's office. Your provider's office will send a reply to your Clinical Exchange inbox that includes the scheduled appointment date, or confirmation of rescheduled or canceled appointment dates (if applicable). Note: The Change Healthcare service is not intended for an emergency or same-day appointment requests.From a desktop: From the Home screen, click the Envelope icon, or select Messages from the navigation bar. Click Appointments to start an appointment message. Select the patient and provider. Next, select the type of appointment (schedule a new appointment, reschedule, or cancel) from the Action drop-down. Select the applicable date(s) and enter the Reason for the Appointment. Confirm or change (by clicking the Account link) your health plan information and then click Send. The service provides confirmation of successful message transmission, as well as the expected response time from your provider's office. Your provider's office will send a reply to your Clinical Exchange inbox that includes the scheduled appointment date, or confirmation of rescheduled or canceled appointment dates (if applicable). Note: The Change Healthcare service is not intended for an emergency or same-day appointment requests. Patient Frequently Asked Questions (FAQs) - Patient Portal RedesignWhat's changed on the Patient Portal? You can now use your mobile device to access your healthcare information. The Patient Portal is a mobile-friendly website that is optimized for the device you use to access the site (be it a desktop, smartphone, or tablet). From a mobile phone, you no longer need to zoom in and out to read text, and web pages automatically resize to fit in a small screen. You can access your health data anywhere, anytime, and at your own convenience, no matter which device or mobile operating system you choose to use. In addition, we have modernized the portal's look and feel with a contemporary design and intuitive navigation. Based on portal configuration, you can now connect to other portal applications in use by your providers, allowing you to access your health information from one centralized hub - the Change Healthcare Patient Portal. We also updated the Message Center with a contemporary look similar to that of email applications you may already be familiar with, such as Gmail and Yahoo. Last but not least, the portal now supports Spanish translation (with the exception of Spanish registration and Education) across the website. Why does the Home page look different?We've given the Home page a brand new look, modernizing the design and making navigation more intuitive. We added eye-catching icons and a navigation bar that quickly takes you from one location to the next, all with the intent of providing you with a great user experience. We removed the left navigation and relocated links in this pane to more appropriate places. Using your mobile device or desktop, the Home page automatically adjusts to fit nicely in a small or large screen. Pop-out and drop-down menus take you to healthcare information with just a simple tap or mouse click. How do I access the Patient Portal from my mobile phone?Navigate to the Patient Portal as you would to any other site from your mobile browser. The mobile and desktop versions access the same website. If you choose, create a bookmark and place it on your Home screen for a one-tap short cut to the Patient Portal. What browsers and devices work with the Patient Portal?We currently support the following browsers, devices, and operating systems (OS).Browser VersionInternet Explorer 9, 10, 11Chrome 41Firefox 36Mac/Safari 8Device / OSiPhone 4 and above with iOS 7, iOS 8IPad 2 and above with iOS 7, iOS 8Surface Pro 3 with Win 8.1Android Phones with KitKat 4.4Android Tablets with KitKat 4.4How do I determine which version of Internet Explorer is installed on my computer?Open Internet Explorer>click the Help menu>click Help AboutNext to "Version," the first number that appears (e.g., 7, 8, or 9) indicates the version of Internet Explorer installed on your computer. Can I still access the Patient Portal using Internet Explorer (IE) 8?The updated Patient Portal is not designed to work with IE 8. If you use this browser, the portal will not function properly. For this reason, we recommend that you download the latest version of Internet Explorer from Microsoft’s website or use another supported browser. Are there differences between the mobile and desktop versions of the Patient Portal?The navigation varies slightly between the two versions; however, the functionality remains the same. The mobile navigation is designed to be very intuitive, allowing you to access your healthcare information with just a few simple taps. Can I view the Patient Portal in Spanish?Yes, as of 4/7/2015, you can view the entire portal in Spanish (with the exception of Spanish registration and Education) if you choose. All labels, buttons, actions, and instructional text will display in Spanish. However, the Clinical Exchange service does not automatically translate messages sent from your providers and care team. Please confirm directly with your provider that he or she accepts messages in Spanish. We offer assistance for our Spanish-speaking patients through the Customer Support Help Desk. We have Spanish-speaking support staff available and ready to assist you. Note: Spanish is not available on the Canadian site. How do I send my dependent's provider a message?From a mobile device: From the Home screen, tap the Envelope icon or tap the Menu button, located in the upper right-hand corner of any screen and select Messages from the drop-down menu. The Message Center screen displays. Tap the Compose button. Next, tap the Select Patient down arrow and select the patient whom the message is regarding. Now, select the provider by tapping the down arrow and making a selection. Once a provider is selected, a message displays, alerting you that the message is not intended for emergencies or same day requests. Tap Yes, I understand to proceed. From the Subject drop-down, select the Message Your Provider/Care Team. Enter the subject and text of your message and then tap Send. The Clinical Exchange service provides confirmation of successful message transmission, as well as the expected response time from your provider's office. From a desktop: From the Home screen, click the Envelope icon, or click Messages in the top navigation bar from anywhere in the application to reach the Message Center. From the Message Center, click the Compose button located in the far-left navigation pane. Click the Patient drop-down to select the patient whom this message is regarding. Click the Provider drop-down to select the patient's provider. Once a provider is selected, a message displays, alerting you that the message is not intended for emergencies or same day requests. Click Yes, I understand to proceed. From the Subject drop-down, select the Message Your Provider/Care Team. Enter the subject and text of your message then click Send. The Clinical Exchange service provides confirmation of successful message transmission, as well as the expected response time from your provider's office. How do I find my health records now that the navigation has changed?You can access a health record through multiple navigation paths from your mobile device or laptop.From a mobile device: From the Home screen, tap the Medical Chart icon, or tap the Menu button located in the upper-right hand corner of the screen, and then select the down arrow next to Health Records. A list of health record options displays (such as Medication and Allergies, Problems & Procedures, etc.). Tap the applicable one to navigate to the desired screen. From a desktop: From the Home screen, select the Medical Chart icon or click Health Records located on the top navigation bar. Clicking Health Records displays a pop-out menu with clinical data options. Select the applicable option to proceed to the desired screen. How do I request a referral to another provider?From a mobile device: From the Home screen, tap the Envelope icon or select the Menu button located in the upper right-hand corner of any screen and then select Messages. Tap the Compose button. Address your message by selecting the appropriate patient and provider name. Tap Yes, I understand to acknowledge that this message is not intended for an emergency or same day requests. Next, select Referrals from the Subject drop-down list. Complete the required fields for the referral request. You may request a referral to a specific provider, or your provider may choose a specialist for you. Confirm or change (by tapping the Account link) your health plan information. Tap Send. The Clinical Exchange service provides confirmation of successful message transmission, as well as the expected response time from your provider's office. From a desktop: From the Home screen, click the Envelope icon or select Messages from the Navigation bar from any screen. Select the Compose button. Address your message by selecting the appropriate patient and provider name. Select Yes, I understand to acknowledge that this message is not intended for an emergency or same day request. Next, select Referrals from the Subject drop-down list. Complete the required fields for the referral request. You may request a referral to a specific provider, or your provider may choose a specialist for you. Confirm or change (by selecting the Account link) your health plan information. Click Send. The Clinical Exchange service provides confirmation of successful message transmission as well as the expected response time from your provider's office. How do I request lab or test results?From a mobile device: From the Message Center screen, tap the Compose button. Address your message by selecting the appropriate patient and provider name. Tap Yes, I understand to acknowledge that this message is not intended for an emergency or same day requests. From the Subject drop-down, select Lab Results. In the search box, begin entering the name of the lab or test results. A type-ahead feature will quicken the process of locating the entry. Select the applicable entry from the drop-down list. You may select more than one entry by tapping the plus sign. Next, tap Done to proceed to the Message text box. Enter your message, and tap Send. The service provides confirmation of successful message transmission as well as the expected response time from your provider's office. The service delivers the response from the provider's office to your Clinical Exchange inbox. From a desktop: From the Message Center screen, click the Compose button. Address your message by selecting the appropriate patient and provider name. Select Yes, I understand to acknowledge that this message is not intended for an emergency or same day requests. From the Subject drop-down, select Lab Results. In the search box, begin entering the name of the lab or test result. A type-ahead feature will quicken the process of locating the entry. Select the applicable entry from the drop-down list. You may select more than one entry by clicking the plus sign. Next, select Done to proceed to the Message text box. Enter your message, and click Send. The service provides confirmation of successful message transmission as well as the expected response time from your provider's office. The service delivers the response from the provider's office to your Clinical Exchange inbox. How do I schedule (reschedule or cancel) appointments with my provider(s)?From a mobile device: The Clinical Exchange service provides a simple process for managing appointments with your providers. From the Home screen, tap the Envelope icon, or select the Menu button from any screen and tap Messages. Tap Appointments to start an appointment message. Select the patient and provider. Next, select the type of appointment (schedule a new appointment, reschedule, or cancel) from the Action drop-down. Select the applicable date(s) and enter the Reason for the Appointment. Confirm or change (by tapping the Account link) your health plan information and then tap Send. The service provides confirmation of successful message transmission, as well as the expected response time from your provider's office. Your provider's office will send a reply to your Clinical Exchange inbox that includes the scheduled appointment date, or confirmation of rescheduled or canceled appointment dates (if applicable). Note: The Change Healthcare service is not intended for an emergency or same-day appointment requests.From a desktop: From the Home screen, click the Envelope icon, or select Messages from the navigation bar. Click Appointments to start an appointment message. Select the patient and provider. Next, select the type of appointment (schedule a new appointment, reschedule, or cancel) from the Action drop-down. Select the applicable date(s) and enter the Reason for the Appointment. Confirm or change (by clicking the Account link) your health plan information and then click Send. The service provides confirmation of successful message transmission, as well as the expected response time from your provider's office. Your provider's office will send a reply to your Clinical Exchange inbox that includes the scheduled appointment date, or confirmation of rescheduled or canceled appointment dates (if applicable). Note: The Change Healthcare service is not intended for an emergency or same-day appointment requests. ................
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