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MyCare Frequently Asked Questions
What is the Patient Portal?
The new Overlake Internal
Medicine Associates (OIMA) patient portal, MyCare
, is a secure online website that gives patients convenient 24-hour access
to their medical information from anywhere with an internet connection.
What services can I access via MyCare?
View lab results
Message your provider or the Billing Office
Request appointments and information
View portions of your medical records
Update your address/insurance
Please check MyCare
regularly for added functionality.
How do I register for
The first step is to
ensure that you have an email account that you check regularly. If you did not
receive a MyCare
registration letter at your last appointment then call or stop by your
OIMA physician’s office and speak with one of our staff. The staff member
will provide you with a letter that provides specific instructions on how
to register. The last step is register by following the instructions in
What is my User ID?
It will be necessary for
you to create your own unique User ID as one will not be provided to you.
Will my medical information be secure?
Yes. The direct connection
between your computer, or devices, and the server is encrypted and secured. For
more information, please review the OIMA Patient Portal User Terms and
Conditions form during the MyCare
registration process. Copies of the Terms and Conditions form can be provided
Can I ask emergency related questions via
is not to be used for emergency related health care issues. Please call
you physician’s office directly for any question you would need answered
within one business day or sooner.
you are experiencing an emergency, call 911.
Can I cancel or reschedule an appointment via
Yes, with at least 24
hours of advanced notice. In order to open up your appointment to others in a
timely fashion, please call your physician’s office directly to make any
appointment changes within 24 hours.
Failure to cancel/reschedule an appointment
without 24 hours notice may result in
a fee, which is not covered by your insurance.
How will I know that my request has been taken care
You will receive an email
to the email address you previously supplied to our office. The email will be
from ‘Overlake Internal Medicine
Due to HIPAA laws, we
cannot email you responses that contain any medical information so do not reply
to the email sent to your email address. The email will direct you to log into
to view our
reply or actions taken.
Can I expect a replay by email, or by telephone?
We generally will reply
using the same method that you used to contact us. If we require additional
information, we may call your preferred phone number.
Do messages sent and received through
MyCare become part
of my medical record?
Yes, in most cases the
messages you send or receive do become part of your electronic medical record.
account has been compromised, what do I do?
Call our office
immediately and we will disable your MyCare
account. If you would like to continue usingMyCare
, we would issue you a new user name and password at your next visit to
the clinic. In order to verify your identity the new user name and password
must be given to you in person, not by phone or email.
Will only my doctor see my message or information
Staff members other than
your physician will be involved in receiving your message, and routing them to
your physician, nurse, or front desk as necessary. If you physician is out of
the office that day, your request may be handled by the physician on-call, or
held until your physician returns to the office.
Will I continue to receive a phone call from the
clinic staff with lab results, as I have before I began using
Yes, you will receive a
call from a clinic staff member if your labs are abnormal. If the lab results
are normal, you will be receiving both a mailed copy and an electronic copy
available via MyCare
. At some point in the future, lab results and your physician’s comments
will only be available viaMyCare
How long does it take for requests to be processed?
Messages and requests will
be responded to as quickly as possible. A majority of requests will only be
processed during normal office hours, as they are patient specific, medical
issues. If you do not hear back from us within 24-48 business hours please do
not hesitate to call your physician’s office for an update.
Why does MyCare
look different when accessing through
different web browsers?
As is the case with many
other internet based websites you may experience formatting differences (fonts,
colors, etc.) but functionality will not be affected.
Will I have access to
on my mobile devices?
Yes, you will have access to many of the same MyCare
functionalities via your smart phone/tablet as your desktop computer,
as long as those mobile devices have internet capability and accessibility.
However, you may experienceMyCare
performance issues depending on your mobile device model and memory availability.
Is there a fee to
register and use MyCare?
No, there is no fee.
As a parent or
guardian, will I be able to see my child’s/family member’s information?
With proper authorization, parent or guardian accounts can be created
that allow you to access and/or manage selected family members’ health
information. Please stop by or call your OIMA physician’s office to set-up a MyCare
account as a parent or guardian.
What if I have trouble
logging in, using MyCare
or have any other questions?
Call or stop by your physician’s office, during normal business hours;
Monday through Friday 8:00a – 5:00p, where a representative will assist you.
What should I do if I
see a discrepancy or information that is not up-to-date?
You have the right to request an amendment of your health information.
Your request must be in writing, and it must explain why the information should
be amended. We may deny your request under certain circumstances. Your request,
our denial, if applicable, and your statement of disagreement, if applicable
will be stored in your medical records and be included with any medical records
release. Copies of Overlake Internal Medicine Associates Notice of Privacy
Practices can be provided upon request.