FollowMyHealth Frequently Asked Questions (FAQ’s) GETTING STARTED DO I HAVE TO USE ONE OF THE LISTED LOGINS? FollowMyHealth does not have a direct username and password login method. We have chosen to use Facebook, Google, Yahoo, and LiveId for a number of reasons. Most people will have one of these logins. Additionally, these login methods each adhere to Open Authentication 2.0 Standards; which provide for a safe and secure login. EXPIRED INVITATION Error Connecting Account "The invite is invalid, out of date, or the security code does not match". If you received this notice, please attempt to enter the security code previously emailed to you. If you are certain you are using the correct information, please contact the Pinnacle Health Medical Group portal team at followmyhealth@pinnaclehealth.org or (717)901-3744 ext. 44. Your invitation is either expired or the correct code is not being used. FIRST TIME LOGGING IN? The first time that you sign in to create a FollowMyHealth account, you will be asked to share with FollowMyHealth some basic information from your connecting account so that you are able to be authenticated. Each authentication method (Facebook, Yahoo, Google, and LiveID) words it differently, but essentially the only information we obtain is your username. FollowMyHealth will NOT be utilizing the potential public information contained in your authenticating account’s pictures, contacts, friends, etc. and in no way will be releasing that information to anyone. FOLLOWMYHEALTH NOTIFICATIONS You will be notified for any new information that is added into your health record. The News Feed on the Home screen will list the new information added and when it was added to your record. Incoming messages are the exception, new messages will be found on the Messages screen. If you have removed the News Feed you can re-add the News Feed to the Home screen by clicking on "Add Healthcare Apps," locating it from the list and clicking on Install. This will place the News Feed back onto the Home page. If you have arrived here because you are receiving reminder notifications to sign up even though you have already done so, please click the opt out link at the bottom of the e-mail to stop receiving these reminders. This will not stop you from receiving regular notifications from your account. I CAN’T GET IN! Are you having difficulties logging into FollowMyHealth? Are you at work? Most organizations will block sites that they do not want their employees visiting during working hours (Facebook for instance, which some users use for their authentication). Additionally, some organizations control the content that a user's browser can load (namely Silverlight since it can be used for games or Netflix). 1 FollowMyHealth Frequently Asked Questions (FAQ’s) The inability to login at work may very well be the intent of the people in charge of your internet access. Try logging in at home. If you are still having problems logging in at home, please contact the portal support team at followmyhealth@pinnaclehealth.org or (717)901-3744 ext. 44. I HAVE ALREADY REGISTERED! WHY IS IT ASKING ME FOR MY INFORMATION AGAIN? Already registered? You have arrived at the registration screen again because you are attempting to create a new FollowMyHealth account through a different authentication method (Facebook, Google, Yahoo, or LiveId) than your original account. Try another known login to see if that will pass you through to your existing FollowMyHealth account. Once into your record, please add a new authentication method so that you can login with any of your known username/passwords. See Add Authentication Method for help on this matter. ONLY HAVE ONE EMAIL? When two or more people share one email address issues logging in may arise. A FollowMyHealth account is tied to one login (typically an email address). Two or more people may use the same email address for notifications, but in order to have two distinct FollowMyHealth accounts, two email addresses are recommended, but not required. Solution: Please create a new email address. This can be done by going to any of our approved login methods and creating an account with them (Google has the easiest process). Note: This new email address can be used for login only. It is easily setup to have all notifications go to one email address. POPUPS BLOCKED In order to authenticate you, we must have a popup handle some communication between FollowMyHealth and your chosen authentication method behind the scenes. If you are having trouble getting in, please add www.followmyhealth.com to your unblocked sites. SILVERLIGHT INSTALLATION PROBLEM Silverlight sometimes fails on installation (or becomes disabled). This will cause your computer to request you to install it every single time you attempt to login, but then it tells you it is already installed…resulting in an endless loop of frustration. First, see if the plug-in merely needs to be re-enabled. Read this article If that does not work, you will need to close all browsers and uninstall Silverlight (Windows users → Control Panel → Uninstall Program; MAC users → use Spotlight to find Silverlight and drag it into the trash). Next, delete all temporary internet files and cookies through the internet options for your computer (Read this article for assistance with this task). Once Silverlight is uninstalled and the temporary internet files/cookies are deleted, go to www.microsoft.com/getsilverlight to install Silverlight. Once the installation completes, login to the FollowMyHealth to begin using your medical record online. 2 FollowMyHealth Frequently Asked Questions (FAQ’s) WHY DO I NEED A FACEBOOK, GOOGLE, YAHOO, OR LIVE ID ACCOUNT? These accounts are free of charge and are used to simply provide authentication for FollowMyHealth. We do not take or post any additional information from them; only what is needed for authentication. Please click here if you would like more of an explanation to our choice of these companies. If you do not already have one of these accounts, please create one. Once completed, choose the “G” button (for Google, for example) and provide your username/password! PROBLEMS FORGOT PASSWORD Cannot remember your password? Simply choose the authentication account with which you signed up to FollowMyHealth (Facebook, Google, Yahoo, or LiveID) and select either “Forgot Password” (Facebook) or one of the variants of “Can’t access my account” (Google, Yahoo, or LiveID). This will initiate the password reset process that is unique to each account as you have configured it. FORGOT USERNAME Forget your username? We have attempted to highlight the last login you used with a green highlight around the method, but that may still be of little use if you do not remember the username within the type. If you are unable to recall the username, please contact the portal support team and they will be able to tell you of the type of login you used (Facebook, Google, Yahoo, or LiveID). They will not be able to tell you specifically with which email you signed up (see our Security FAQ for an explanation). If the username remains unrecoverable, you will need to contact the portal support team at followmyhealth@pinnaclehealth.org with your name, date of birth. FollowMyHealth does not store your login username (see Security for details). The only remedy for a forgotten username is to delete your FollowMyHealth account, create a new account, and then establish connections from your newly accessible FollowMyHealth account. I AM UNABLE TO MESSAGE MY PROVIDER. Pinnacle Health Medical Group currently does not support the functionality at this time for messaging between providers and patients. I AM UNABLE TO TYPE IN A TEXT FIELD. Chances are you are on an Apple computer using the Google Chrome web browser with a Microsoft Silverlight plugin. Sadly there is not a resolution for this problem because Microsoft has not provided a solution (click here for details), but there are several options for a work around. #1: Use Firefox #2: Use Safari. Please be sure that you are running Silverlight 5.0 (how to check) #3: Use the Copy and Paste method. Click here to view the article. 3 FollowMyHealth Frequently Asked Questions (FAQ’s) I CLICK "I ACCEPT" BUT DO NOT GO ANYWHERE. While creating a new account you will be asked to supply certain information. If you have left a field blank or invalid information is entered, this will need to be corrected before you can complete your account creation. MY FOLLOWMYHEALTH™ ACCOUNT HAS NOTHING IN IT! Have you received an email saying that you have “an important message” but when you login there is nothing there? If your FollowMyHealth account used to have information in it, but is now empty, you are probably okay. You may have simply logged in with a different Authentication Method than you had previously. Since each login (username and password) creates a unique FollowMyHealth account, you have probably simply created an account that is not tied to your medical information. Try logging in with a different username and password. Then, you can tie your working account to both authentication methods using this article. I HAVE ALREADY INSTALLED SILVERLIGHT BUT IT KEEPS PROMPTING ME TO INSTALL. If you have already installed Silverlight but it keeps prompting you for install, chances are Silverlight has either become disabled or needs updated to the latest version. Silverlight can become disabled for a number of reasons but merely needs to be re-enabled and here's how: Windows Users: Internet Explorer users (Control Panel, Internet Options, Programs, Manage add-ons, select Microsoft Silverlight and on the bottom of that window you will click enable.) Firefox users (press and hold Ctrl+Shift+A, find Silverlight and select enable) Chrome users (type chrome:plugins in the address bar, find Silverlight and select enable) Mac Users: Safari users (Click on "Safari" located in the menu bar, select "Preferences," in Preferences select the "Security" tab, under the header Web Content, and check mark Enable plug-ins) Firefox users (press and hold Shift+Cmd+A, find Silverlight and select enable) If Silverlight is enabled and you are still prompted to install Silverlight, update to the latest version available. www.microsoft.com/getsilverlight. I TRIED LOGGING IN BUT ONLY GOT A BLANK SCREEN Have you been stuck at a blank screen after entering your credentials? No need to worry! There are probable explanations as to why and they are rather easy to fix. 1. After your login, the FollowMyHealth attempts to load Silverlight so that your medical information can then be displayed (if you are getting in, but do not see any of your information, 4 FollowMyHealth Frequently Asked Questions (FAQ’s) please try this article). If you have not yet, please try installing Microsoft’s Silverlight (read this article if you would like detailed instructions on this step). Then, be sure to close your browser (if you are on a Mac, this means quitting the application) before logging in so that the new program is able to load appropriately. If you continue having Silverlight issues, please try these steps. 2. In order to complete authentication, several popups may occur. Please ensure that www.followmyhealth.com is a trusted/safe site in your browser. Unfortunately, each browser and operating system handles allowing popups differently. Feel free to Google your particular configuration or try this article to see if it can help. 3. You are a Mac User running 10.7.4+, it is recommended you install Silverlight 5.0. www.microsoft.com/getsilverlight If you have arrived at this article because you are not connected to an organization and are therefore not seeing any information, please see this article. MY MEDICAL INFORMATION IS WRONG OR MISSING If your FollowMyHealth account has incorrect or missing information, please contact the portal support team. Their contact information is present on the Support popup. This is located under your name, in the top right corner of your FollowMyHealth account. NOT GETTING EMAILS Not receiving an invitation email or update emails for your FollowMyHealth account? Email providers like earthlink, sbcglobal, and boxbe require that the domain “@followmyhealth.com” be added to your safe sender list before you are able to receive emails. Regardless of your email domain, feel free to add us (noreply@followmyhealth.com) as a safe sender so that all of our emails will arrive in your inbox! PRINTING PROBLEM Did your computer or browser freeze when you tried to print? If your computer froze during an attempted print, we suggest one of two options: 1. Print a selection - Highlight the desired items (click one item or hold ctrl and shift at the same time to select everything between two chosen items) then, from the drop down menu for Printing, choose “Print Selection”. 2. Export your record to a file and choose which items (or pages) to print. - Choose the far right icon and after agreeing to the disclaimer, tell us where you want the file saved on your computer. - Open this file and choose what you would like printed. THE LOGIN INFORMATION YOU ENTERED DOES NOT MATCH ANY RECORD IN OUR SYSTEM. 5 FollowMyHealth Frequently Asked Questions (FAQ’s) You will receive this message if you clicked on the "Login" button but do not have an account created with these credentials. From here you are given two options, "Create a new account" or "Use a different login method." If you do not presently have an account and want to create one, please request one using the ‘Getting Started’ link. If you have already created an account but supplied the incorrect credentials, please select "Use a different login method" and try again. THE LOGIN INFORMATION YOU ENTERED IS ALREADY ASSOCIATED TO AN EXISTING RECORD. If you have received this message while trying to login this has occurred because you selected "Create an Account" when an account already exists for with this login information. You are given two options, "Log into my account" or "Use a different login method." If you already have an account using these login credentials please select "Log into my account." This will take you to your existing FollowMyHealth account. If you are sharing this login with another person please refer to this article. Questions ADD AUTHENTICATION METHOD To add a new authentication method (Facebook, Google, Yahoo, or LiveId) please go to the “Settings” page (the link is under your name) once logged into FollowMyHealth. Under the section aptly titled “Add Authentication Method”, click the blue “+” and choose your other desired logins. Only one username/password of each type is allowed. NOTE: You may need to enable popups in order to add a different authentication. Please consult this article if you need assistance allowing www.followmyhealth.com as a trusted site. In the event you have created separate FollowMyHealth accounts, using your additional authentication methods, you will need to delete these accounts prior to adding these authentication methods to your connected FollowMyHealth account. Click here to learn how to delete your account. DO YOU HAVE AN ANDROID APP? Yes we do! You may go here to download FollowMyHealth to view your record from your Android device. For specific information about using an Android phone, please sign into your FollowMyHealth account, click on the Support link in the upper right-hand corner under your name and choose Knowledge Base (Frequently Asked Questions). DO YOU HAVE AN IPHONE/IPOD/IPAD APP? Yes we do! You may go here to download FollowMyHealth to view your record from your iDevice. For specific information about using iPhone, please sign into your FollowMyHealth account, click on the Support link in the upper right-hand corner under your name and choose Knowledge Base (Frequently Asked Questions). 6 FollowMyHealth Frequently Asked Questions (FAQ’s) HOW DO I ADD INFORMATION TO MY MEDICAL RECORD? If you want to add information into your record, please navigate to the "My Health" tab. Once on this screen you can navigate to the tab you would like to add information to. For example, if you want to add a medication to your record click on the medications tab and start typing in what medication you want to add. You will need to select what medication you would like to add prior to clicking on the "Add Medication" button. The same holds true for Conditions, Allergies, Immunizations, Procedures, Results, Vitals and Social History. You must type in what information you want to add prior to clicking on the "Add" button for each respective category. Please note: any information you enter will only be contained in your FollowMyHealth account and will not go over into the system that your provider uses. HOW DO I CHANGE MY CONTACT EMAIL ADDRESS? If you want to change any demographic information about yourself, head over to the “My Info” section of FollowMyHealth. Here all of your contact information is displayed. Please feel encouraged to change the email address field to something that you check frequently. HOW DO I EXPORT MY INFORMATION? Navigate to your “My Health” section. In the top right corner of that window you may choose one of four options. After agreeing to a brief set of terms, the information is available in four different ways: email, fax, print, and saving it to a file. In the popup, please choose the correct settings and choose the desired items you want exported. Please note, clicking one of the buttons will interact with your entire online record, if you choose from the small arrow next to the icon, you will be able to export just your selected items. How…? HOW DO I DELETE MY FOLLOWMYHEALTH™ ACCOUNT? In the event that you need to delete your account, please navigate to the “Settings” link located underneath your name within your FollowMyHealth account. On this screen in the right column in a section entitled “Deactivate Account”, please click on the “Delete Account Permanently” hyperlink. Click “Yes” in the warning box to permanently delete your FollowMyHealth account. This deletion is permanent and will remove your online record (including any patient entered items). HOW DO I INSTALL SILVERLIGHT? Upon your first time logging into your FollowMyHealth account, you may be prompted to install Silverlight. Simply click on the installation and agree to the standard “Yes” and “I accept” prompts as they arrive to download and install the runtime application. If you are a Mac user and running 10.7.4+ it is recommend you install Silverlight 5.0. In the event that you face some difficulties during this installation, please consult this article for assistance. If you want to install Silverlight without help, simply go to www.microsoft.com/getsilverlight. 7 FollowMyHealth Frequently Asked Questions (FAQ’s) HOW DO I REFILL A PRESCRIPTION? In FollowMyHealth, please click on your “My Health” section and navigate to the “Medications” tab. Simply choose one of the listed medications to request a refill. Once highlighted, if that medication allows for a refill, the pill bottle icon will illuminate. The “request a prescription renewal” icon sends a renewal request to the primary care provider who prescribed the active medication. If the medication was prescribed by a specialist, you will be unable to request a refill via FollowMyHealth. In the refill request dialog box, you will have the ability to change the pharmacy where the medication should be filled if needed. FollowMyHealth does not allow for the changing of a retail pharmacy to a mail order pharmacy online at this time. If you need to change your prescription to a mail order pharmacy, please contact your provider’s office. Click ‘Send’ to initiate the request. You will receive communication from Pinnacle Health Medical Group if your request was able to be filled. HOW DO I SCHEDULE AN APPOINTMENT? Scheduling an appointment can be achieved in one of two ways. 8 FollowMyHealth Frequently Asked Questions (FAQ’s) 1. Navigate to the “My Providers” section of your FollowMyHealth account and select the provider with which you wish to schedule an appointment. Either choose the link below his or her picture or highlight him or her and choose the calendar button located at the top of that section. Fill out the popup with the desired information. 2. In the “Appointments” section, select the “schedule a new appointment” button (it looks like a calendar). Fill out this popup to the best of your ability. When you request an appointment electronically, please select your preferred appointment date(s) and in the “special instructions” box, include your preferred appointment time. You will need to highlight the provider you are requesting an appointment with to enable the buttons to schedule an appointment. If you are unable to schedule an appointment as desired, please contact the portal support team at followmyhealth@pinnaclehealth.org or (717)901-3744 ext. 44. 9 FollowMyHealth Frequently Asked Questions (FAQ’s) HOW DO I RECEIVE APPOINTMENT REMINDERS You will receive an appointment reminder 3 days in advance via an automated email which will contain a link to get into your FollowMyHealth account to see the appointment details. You will receive these automated email reminders, in addition to phone calls, for your visits with the provider, nurse or lab. HOW DO I VIEW MY CLINICAL SUMMARY The Document tab is where you will find your clinical summary following your appointment. HOW DO I VIEW MY RESULTS After your provider reviews your results, you will receive a “Patient Result Letter” in the Documents tab. You can think of it as us sending a letter to you about the results. Your provider’s office may still contact you to discuss abnormal test results. 10 FollowMyHealth Frequently Asked Questions (FAQ’s) If your provider plans on reviewing the results with you at an upcoming visit, you may not receive any communication. However, the actual results will populate the “Results” tab after 7 days. HOW LONG BEFORE MY REQUEST FOR CONNECTION IS APPROVED? The amount of time between your request for your medical information and the approval of your access to that information is within 48 hours. HOW LONG DOES IT TAKE FOR ITEMS TO SHOW FROM MY LAST VISIT? Your general information will be available immediately. Any results will be available in your FollowMyHealth account 7 days after your provider reviews the results. 11 FollowMyHealth Frequently Asked Questions (FAQ’s) IF I GET A FOLLOWMYHEALTH UPDATE, DOES IT POST ONTO MY FACEBOOK WALL? Absolutely not. We use Facebook (and the other authentication methods) purely for authentication. We do not post your FollowMyHealth activity to any external location. TECHNICAL EXPLANATION OF SECURITY In compliance with HIPAA regulations, in-flight data is 128 bit encrypted. Data at rest is also HIPAA compliant with 256 bit encryption. Your login occurs over SSL (https) and is thereby also secure. In keeping with Open Authentication Standards (2.0), we allow for sign in to occur through Facebook, Google, Yahoo, or LiveID. FollowMyHealth does not store your username/password. Your credentials will continue to be maintained by those companies. An authentication token is given to FollowMyHealth after your successful login with them in order to verify your identity and to grant you access to your universal health record. This is stored only as a session cookie and will remove itself from your system the moment you close the browsing window (the entire window/program; not just the existing tab). WHAT IS AN AUTHENTICATION METHOD? In order to allow most people to simply sign into FollowMyHealth without needing to create a new email address, we offer Facebook, Google, Yahoo, and LiveID as authentication methods in keeping with Open Authentication 2.0 standards. We will not be asking or posting any additional information from these organizations other than what is required to help you gain access to your FollowMyHealth account through their username/password for you. WHY IS THIS PERSON LISTED AS A PROVIDER? Is there someone in your “My Providers” list that you have never seen before? You may not have seen them, but your medical information has had some form of an encounter with them. It could have been something as simple as having looked at an item in your record. Providers are listed from most encounters to least. AFTER I SUCCESSFULLY REGISTER, HOW DO I ACCESS MY ACCOUNT Please bookmark the following site: https://prd.followmyhealth.com/Login/App/PatientAccess#/Index 12