Patient Portal FAQ / Support

The Patient Portals are NOT meant for urgent care requests or emergencies.

Urgent appointments, including appointments needed within the next 3 business days, should be requested by telephone. Please call your primary care provider's office.

Please call 911 in any and all emergency situations.

General Patient Portal Questions:

Can I use the Patient Portals for my urgent medical needs?

The Patient Portal is NOT meant for urgent care requests or emergencies. Call 911 in any and all emergency situations.

Urgent needs, including action needed within 3 business days, should be requested by telephone. Please call your provider’s office.

Are the Patient Portals secure?

Notice the ‘s’ after ‘http’ in your web browser when logged into the Patient Portal? That signifies that your connection with the Patient Portal is secure. The information is pulled from our Electronic Medical Record system, which was established at Portage Health in 2010. All of the information is safely and securely stored. Portage Health spent a lot of time researching options for both an electronic medical records vendor and a system for the Patient Portal, and believes the security both offer is industry-leading.

Why aren’t all of my medical records available?

The Patient Portals are meant to provide you with a snapshot of key information related to your health. For a complete copy of your record, please contact the Portage Health Medical Records Department.

Do I have to participate in the Patient Portal?

Using either of the Patient Portals is completely up to you. We know people engage in their healthcare in many different ways. These tools are a powerful option to connect you with your healthcare team.

FAQs specific to the Physican Clinic Patient Portal

FAQs specific to the Hospital Patient Portal

What offices utilize thePhsyician Clinic Patient Portal?

The Physician Clinic Patient Portal is focused on your relationship with your healthcare team. From pediatrics to geriatrics, your healthcare team should be your go-to person for all of your health needs. The same is true with yourPhysician Clinic Patient Portal, where access is gained through your provider and all the information on the Physician Clinic Patient Portal is provided by your provider’s office. You will see lab results and updates to your health record from all areas of Portage Health, but the Portal is a tool utilized by you and your healthcare team.

The offices that offer Physician Clinic Patient Portal to patients are:

Hancock Family Health Center
Hancock Family Health Center-OB/GYN
Hancock Family Health Center-Pediatrics
Portage Internal Medicine
Portage Orthopaedics
Portage General Surgery
Houghton Family Health Center
Lake Linden Family Health Center
Calumet Family Health Center
Ontonagon Community Health Center

What if I forget my password?

You will have 10 attempts to login before your account is locked due to invalid password use. If you have forgotten your password or your account becomes locked, follow these steps to begin the process of resetting your password:

Select “Forgot Password?” from the login window.
Enter your User Name and click Submit. (Clicking Cancel will return you to the login window.)
You will receive a message stating that an email has been sent to the address associated with your Physician Clinic Patient Portal.
Check your email for the password reset message.
Click the link contained in the email. If the link is not used in the timeframe specified your account will remain locked and you will have to start the password reset process again.
The link will direct you to a screen where you will enter your User Name and answer your Security Question.

Once authenticated you may enter a new password and confirm it.

Password Guildines: Passwords for thePhysician Clinic Patient Portal may only include numbers and letters (no special characters). They must be at least eight characters long.

How can I manage multiple accounts for my family?

Each member of the family has their ownPhysician Clinic Patient Portal and cannot be combined. Each family member’s account can be managed by the same e-mail address, however, each account must have a different password to differentiate it from other accounts. For each account you will need to agree to the Terms & Conditions.

How soon will my prescription request be addressed?

All prescription requests will be called into your preferred pharmacy within 2 business days, unless we have questions for you. If we have questions about your request, we will call the number you provided. Please provide the most convenient phone number at which to reach you.

Why aren’t my lab results available?

Not all lab results will be posted immediately; many of them need to be approved by your healthcare team before being listed on the Patient Portal. Often times your physician won’t make them available until after consulting with you about the results.

What locations utilize the Hospital Patient Portal?

The Hospital Patient Portal is focused on a snapshot of your hospital stay. The information found in this Portal will not include office visits. For healthcare information related to your office visits, you will need to use the Physican Office Patient Portal, where access is gained through the Patient Access Center.

Why aren’t all of my medical records available?

The Hospital Patient Portal is meant to provide you with a snapshot your hospital stay. A hospital stay includes an admission to the Inpatient Unit (IPU), Intensive Care Unit (ICU) or Family Birthing Center (FBC) at the UP Health System - Portage Hospital in Hancock. If you are looking for a complete copy of your health record, please contact the UP Health System - Portage Medical Records Department at (906) 483-1556.

Why aren’t my lab results available?

Not all lab results will be posted immediately; many of them need to be approved by your healthcare team before being listed on the Hospital Patient Portal. Often times your physician won’t make them available until after consulting with you about the results. Additionally, only lab tests performed during your hospital stay will appear in the Hospital Patient Portal.

Can I manage my child’s Hospital Patient Portal account?

Minors under the age of 18 cannot have Hospital Patient Portal accounts due to legal restrictions of protected health information.

How can I manage multiple accounts for my family?

You can add dependants into your Hospital Patient Portal. You can add health record access for a child (over 18), spouse, or parent. You must confirm that you are legally entitled to communicate on the patient’s behalf before the Portal allows access.

What if I forget my password?

Select “I Forgot my Username or Password” from the login window.
Enter your email and click Submit. (Clicking Cancel will return you to the login window.)
You will receive a message stating that an email has been sent and you receive it within 5 minutes.
Check your email for the password reset message.
Click the link contained in the email. The link will expire in 24 hours. If you don’t click the link in the email, your account will remain locked and you will have to start the password reset process again.
The link will direct you to a screen where you can answer the Security Questions you set during account registration.

Once authenticated you may enter a new username or password and confirm it.

Password Guidelines: Passwords for the Hospital Patient Portal may by between 8 and 32 characters, including letters, number and symbols. Passwords cannot contain spaces or greater-than/less-than symbols (< >). Additionally, your password cannot use your first name, last name, User ID, security question answer, a common word, or a previously used password.