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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?

Ø View lab results

Ø Message your provider or the Billing Office

Ø Request appointments and information

Ø View portions of your medical records

Ø Update your address/insurance

Please check MyCare regularly for added functionality.

 

How do I register for MyCare?

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 the letter.

 

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 upon request.

 

Can I ask emergency related questions via MyCare?

No, MyCare 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.

If you are experiencing an emergency, call 911.

 

Can I cancel or reschedule an appointment via MyCare?

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 of?

You will receive an email to the email address you previously supplied to our office. The email will be fromOverlake Internal Medicine Associates PS donotreply@oima.org ’.

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 MyCare 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.

 

My MyCare 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 submitted?

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 MyCare?

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 MyCare 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.