CareTracker Patient Portal Tips by Phasis Group, LLC CONTENTS Purpose... 2 Patient Portal Manual and Help... 2 Requirements for Patient s Computer... 2 Operating System / Internet Browsers... 2 Internet Explorer Setup... 2 Google Chrome Setup... 3 Patient Registration... 3 Pre-Register a Patient (short registration process)... 3 Pre-register in Patient module... 3 Activate Patient (Full Registration Process)... 8 To activate a patient... 8 Patient Portal Troubleshooting FAQ s... 12 1- Incorrect or lost ID/number for registration... 12 2- Patient can t find their pre-registration email... 13 3- It takes a long time to find a patient in Manage Patient Enrollment... 13 Workaround for Patient Portal Patient Search... 13 4- Patient forgot their username or password... 14 Forgot Username:... 14 Forgot Password:... 14 5- Patient can t open a message attachment (e.g., lab results)... 16 6- Can t send pre-registration email from patient module... 16 7- A form uploaded to the patient portal doesn t appear... 16 8- *Let us know what else we need to add!... 17
PURPOSE The purpose of this document is to give guidance for the most common tasks related to the Patient Portal, and how to deal with the most common problems encountered by CareTracker operators and by patients using the Patient Portal. This document will evolve as we see a need for other troubleshooting tips related to the Patient Portal. This document will be located on the Phasis Group website (phasisgroup.com) on the Resources page, in both the Patient Portal section of the Documents and Links tab, and in the Patient Portal section of the Phasis Webinars tab. *Note: Upcoming bug fixes and functionality changes being developed by CareTracker are noted in this document by a yellow highlighted: *Note. PATIENT PORTAL MANUAL AND HELP To obtain a comprehensive Patient Port Manual from CareTracker Help: 1. Click on the Help button at the upper right 2. Click on the Search button at the upper left 3. Type in Patient Portal and then Enter or click on the search icon 4. Click on Patient_Portal.pdf 5. You can then either download the pdf file or use it online. To jump to a section quickly, click on the line in the Contents. You can also choose various Patient Portal help sections after searching on Patient Portal in step 3 above. REQUIREMENTS FOR PATIENT S COMPUTER Operating System / Internet Browsers Currently only works on Internet Explorer and Google Chrome on Windows computers (PCs) On Mac computers (in Chrome or Safari), patients can still logon and view most everything, though they cannot view message attachments (e.g., lab results) Internet Explorer Setup 1. Turn off Pop-up Blocker In an IE window, click Tools (on Menu bar) > Pop-up Blocker > Turn Off Pop-up Blocker. Or if it s not turned off and they get the message below, they should click on Options for this site and then Always allow.
2. Turn on Compatibility View While at the HealthTracker site (www.healthtracker.com), click on Tools > Compatibility View Settings > Add > Close *Note: This is currently needed in order to view documents like lab results attached to messages. This will be fixed soon. Google Chrome Setup 1. Turn off Pop-up Blocker When Google Chrome blocks pop-ups for you, the blocked pop-up alert icon appears in the address bar. If you click on the icon, you can see the pop-ups that have been blocked for that page. To always see pop-ups for the site, select "Always show pop-ups from [site]." 2. *Note: Currently, attached documents like lab results cannot be viewed. This is scheduled to be fixed in mid-february, 2016. PATIENT REGISTRATION There are two ways to register a patient for the patient portal: 1. Pre-register the patient, who then clicks on a link in an email and does a shortened registration 2. Activate the patient, who then does the full registration process *Note: pre-registering is the preferred method, as it is quicker and easier for the patient Before registering a patient: In order to register a patient for the patient portal, they must have a date of birth, email address, and practice provider recorded in their patient record. Pre-Register a Patient (short registration process) There are two places to pre-register a patient: in the patient module and in the Administration module. Pre-register in Patient module 1. Click on the Practice Details tab, then on the Pre-Register Patient button highlighted below:
You should get the following popup confirming that the pre-registration email was sent: 2. An email will be sent to the first email address in the patient s record with a link to complete their registration. *Note: most practices choose to give the patient a handout with directions for completing the registration, and to write the patient s account number on it (see 4c in Registration Form Notes below for details) in case they choose to use that rather than their last appointment date when they register. *There is a sample handout in the Phasis Group website, in the Patient Portal section of the Resources page. We can make one for you, with the group ID for your practice. 3. When the patient opens the email, which will be from caretracker@caretracker.com, they will click on the Continue Registration link in the email to complete their registration. See an example email below:
4. The link will bring them to the following screen to complete registration:
Registration Form Notes: a) The Username and Password are 8-15 characters. The Password must have at least one capital and one number. b) For Account Verification, they can choose either their Last Appointment Date, or their Account Number. c) If they choose Account Number, it s in the format: practiceid-patientid Practice ID is a unique 4- or 5-digit number that identifies your CareTracker company (ask us for it, it s also the prefix on statement account numbers) Patient ID is the unique 8-digit number that identifies the patient within CareTracker, which can be seen in the box at the upper left when the patient is in context (see below). *Note: it is not the patient s chart number Example Account Number: The practice ID for the Phasis Group Training Company is 11724, and Daffy Duck s patient ID is 17204455, so Daffy s account number is: 11724-17204455. Below is a completed registration form using Account Number for verification:
5. After completing the form, they ll be registered and brought to the Welcome page: 6. They ll click on Go to Practice and go into the Home screen of the patient portal:
Activate Patient (Full Registration Process) Preregistering a patient for the patient portal is the preferred/easiest method, but you may sometimes want to activate them (e.g., if they can t remember their email address while in the office). They will then need to go straight to the www.healthtracker.com website to register. To activate a patient: 1. In the Practice Details tab of the Patient module, click on the Activate icon to the left of the Pre-Register button (see below). If it says Deactivate Patient when you hover over it, that means the patient is already activated or registered. 2. It will then change to Active, Not Registered for this group, and add a Pat Identifier field to the right: 3. You can then click on the Patient Printout button at right to print a page to give to the patient with their patient identifier (aka. Registration ID ) and directions for registering (see below). Besides the 6-digit registration ID, the patient will also need to enter their doctor s first and last name, and the practice s city. If you print out this page you might want to write those two things on it also.
Patient Printout: *Note: a new Patient Printout will soon be implemented that includes the registration ID, group provider and address (for this activate/register process), and the account number (for the pre-registration process): If you later need to send the patient a pre-registration email, the Account Number is the ID they ll need for the pre-registration process. 4. As it says in Step 1 in the Patient Printout above, the patient will need to go to www.healthtracker.com and click on the Register button, which will bring up the registration form below. They will enter the required personal information, search for and select their provider (it ll just stay highlighted like below), enter their Registration ID, and click Register. *Note on searching for their provider: it is important to type in the provider s first and last names correctly. For example, if the provider s official name is W John Smith, the patient must type in at least W, including the blank. Until the new Patient Printout is implemented, it might be a good idea to write down the provider s name and city on the printout.
5. After completing the registration page, they will get the following popup: 6. They ll then go into the email that was sent from HealthTracker@caretracker.com, like below. They ll click on the link, which will take them to the Welcome page at www.healthtracker.com.
PATIENT PORTAL TROUBLESHOOTING FAQ S Below are some common problems encountered by patients and CareTracker operators when dealing with the Patient Portal: 1- Incorrect or lost ID/number for registration First, ask the patient whether they re entering a Registration ID (they went directly to www.healthtracker.com to register) or the Account Number (they clicked on the link in their pre-registration email). a) If Registration ID, they probably got a message like this on the (full) registration form: To find their number in the patient module, click on the Practice Details tab - it s the number to the right of Pat Identifier : If there is no number there, and the Status is Deactivated for this Group, you will need to click on the Activation button to the left of the Pre-Register Patient button first to get the registration ID. b) If Account Number, it is in the following form: practiceid-patientid Practice ID is a unique 4- or 5-digit number that identifies your CareTracker company. Phasis Group Support can tell you this number, or you can see it on a patient statement. Patient ID is the unique 8-digit number that identifies the patient within CareTracker, which can be seen in the box at the upper left of the screen when the patient is in context (see below). *Note: it is NOT the patient s chart number Sample Account Number:: the practice ID for the Phasis Group Training Company is 11724, and Van Test s patient ID is 74949780, so Van s account number is: 11724-74949780. The patient would choose Account Number for their Account Verification and enter it in the Answer box:
2- Patient can t find their pre-registration email If a pre-registration email was already sent to the patient, you ll need to resend the email from the Patient Portal application in Administration>Setup (upper left): a) Open the Manage Patient Enrollment tab b) Do either of the following to find the patient: 1) Page through using the page numbers at the bottom until you find them 2) Put the patient s name (last, first) in the Patient box and click on Search *Note: if these searches are very slow, see FAQ #3 below ( It takes a long time ) for a workaround until this is fixed. c) Check the patient s box and click on the Pre-Register Patient button. d) You should get a popup verifying the pre-reg email was sent to them. e) Verify that the patient knows their account number. It is on their statement, in the format: 3- It takes a long time to find a patient in Manage Patient Enrollment If your practice has thousands of patients activated for the Patient Portal, it currently takes a long time (e.g., about a minute) to get into the Manage Patient Enrollment tab, to walk through the pages, and to search for a particular patient (up to several minutes). *Note: Caretracker is currently working to correct this by speeding up these searches, as well as providing the Reset Password and Pre-Register Patient option (for already preregistered patients) in the patient module. Until this slow search is fixed, you could either send a Todo to Support asking us to do it, or use the following workaround: Workaround for Patient Portal Patient Search 1. Search for the patient and bring them into context. Note the patient s patient ID or chart number. 2. Go into the Patient module and click Edit. 3. Add a space before their last name and click on Save. 4. Go into Administration > Setup > Patient Portal 5. Click on the Manage Patient Enrollment tab. When it comes up, this patient should be first in the list. 6. You can now either reset their password or resend their pre-registration email. 7. Go back into the Patient module and click Edit. 8. Remove the space or period from before their last name and click Save. *Note: if you worked with other patients before changing their name back, you won t be able to find them via a name search; you ll need to either use the patient history dropdown (upper left) or the patient ID you noted in step 1.
4- Patient forgot their username or password Patients can recover their username or password via the Sign In screen: Forgot Username: (1) They ll click on the Forgot Username? link. It will prompt them to enter their email address: (2) After they enter their email address and click Submit, it will their username which they can select. If there are more than one usernames associated with that email (e.g., a couple sharing an email address) it ll show them all, like below: (3) After they select the username it ll be placed in the Username field in the Sign In form Forgot Password: (1) They ll click on the Forgot Password? link, which brings up:
(2) After they enter their username and email address, it ll ask them the security questions they chose when they registered: (3) If they answer them correctly, they ll get this to choose a new password: (4) If they can t remember the answers, they ll get the message The data entered does not match our records. Please try again. A CareTracker operator will need to reset their password, via the Manage Patient Enrollment tab in the Patient Portal application in Administration>Setup. If it is too slow, either send a Todo to Support to do it for you, or see the Workaround for Patient Portal Patient Search in FAQ #3 above.
5- Patient can t open a message attachment (e.g., lab results) When they click on an attachment to a message, nothing happens. Currently, If the patient is using Internet Explorer they ll need to turn on Compatibility View. See #2 under Internet Explorer Setup on page 2. If they re using Google Chrome, they cannot currently view an attachment. *Note: this will be fixed in both Internet Explorer and Chrome in February, 2016. 6- Can t send pre-registration email from patient module If the patient s Patient Portal status (in Practice Details tab of patient module) is Active, Not Registered, it means a pre-registration email was already sent, and you ll need to do this in the Patient Portal application in Administration: 1. Go to Administration > Setup > Patient Portal, and click on the Manage Patient Enrollment tab. 2. Either use the page numbers at the bottom to page to the patient, or put the patient s name in the Patient box (last, first) and click on Search. *Note: if this takes a long time, refer to the Workaround for Patient Portal Patient Search above in FAQ #3. 7- A form uploaded to the patient portal doesn t appear In order to upload a file (e.g., a pdf of a registration form) to the patient portal, you set the Display to ALL in Portal button to Yes (see screen below). It will then show up in the Practice Forms box of the Patient Portal home screen. *Note: there is currently an issue of the Display to ALL in Portal not staying set to Yes after uploading a file, which is being addressed by CareTracker Support. In the meantime, after uploading the file, find it in document management, open it, and change the flag from No to Yes. *Suggestion: when uploading a form for the Patient Portal, use a designated patient, like Patient Portal to upload them under, in order to find them easier later in case you need to remove them. Also, leaving the Mark as Reviewed at No would make them easier to find.
8- *Let us know what else we need to add!