Frequently Asked Questions

Q:  What is PatientConnection?

A:  PatientConnection is an online tool that offers you personalized access to portions of your medical records. It enables you to securely use the Internet to help manage and receive information about your health care. A few of the things you can do with PatientConnection include:

  • Request, schedule, or cancel medical appointments
  • View your health summary in PeaceHealth’s electronic health record system
  • View your test results
  • Request prescription renewals
  • Access trusted health information resources
  • Communicate with your medical care team using secure messaging

Q:  Is there a fee to use PatientConnection?

A:  PatientConnection is a free service offered to all PeaceHealth Medical Group patients.

Q:  What do I need to use PatientConnection?

A:  You need a personal email address and access to a computer connected to the Internet with an up-to-date browser such as Internet Explorer 8, Firefox or Safari.

Q:  How do I sign up?

A:  If you have time, your clinic care team can sign you up while you’re in the clinic. Otherwise, at the end of your visit, you will receive an activation code that you can use later at your own computer. This code will enable you to log in and create your own username and password.

Q:  What should I do if I lose my activation code before I have signed in?

A:  You can call the clinic to have a new activation code mailed to you or get one at your next visit. It’s important to note that the newest activation code will replace any unused code; the old one will no longer work.

Q:  If I send a message to my doctor or nurse, when can I expect a reply?

A:  You will generally receive an answer within one to three business days. Please note that PatientConnection should not be used for urgent situations. Please contact your medical center if the situation requires immediate attention or dial 9‑1‑1 if it is an emergency.

Q:  When can I see my test results in PatientConnection?

A:  Your test results are released to your PatientConnection account after your physician has reviewed them. This generally occurs within one to seven days.

Q:  Will I be able to view my hospital services in PatientConnection?

A:  No. At this time, PatientConnection records your interactions with PeaceHealth Medical Group clinic providers. We plan to integrate hospitals into the portal in the future.

Q:  Can I view a family member’s health record in PatientConnection?

A:  It’s possible. This is called Proxy access and allows a parent or guardian to log into PatientConnection and connect to information regarding your family member for whom you are the legal guardian. To request proxy access, log on to your account and click "Messages" and "Request family access." You will receive a reply and/or further instructions from our health information management department.

Q:  Can I submit questions regarding a family member from my account?

A:  No. PatientConnection offers direct access to YOUR medical record. Any electronic communication about another individual’s health would be placed in YOUR health record, not theirs. Since this information would not appear in the correct health record, it could potentially jeopardize medical care. If a parent or guardian needs to communicate with a child’s doctor, we recommend calling the clinic directly.

Q:  Can my spouse and I share one PatientConnection account?

A:  No, because of the sensitive nature of medical information, each adult must establish his or her own PatientConnection account.

Q:  Do you have technical support for PatientConnection?

A:  Yes. For non-clinical questions or issues, you can click on the “Technical Support” link to request help from the portal login page or from inside the portal itself.

Q:  How is PatientConnection secure?

A:  We take great care to ensure your health information is private and secure. Access to information is controlled through a secure activation code, personal username, and password. You control your own password, and the account cannot be accessed without that password. Further, PatientConnection uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with PatientConnection. Unlike conventional email, all PatientConnection messaging is done while you are securely logged on to the system.


Q:  I’ve been using the PeaceHealth portal. How is this new one different?

A:  You’ll notice that the new portal offers many of the same features as the current one. Our new PatientConnection provides you increased control and convenience when it comes to managing your health care. You’ll be able to:
  • Directly schedule and cancel appointments with your primary care doctor
  • Review your medical history, including summaries of your recent visits
  • Download your health summary
  • Get information about and manage your health conditions
  • Print a customized wallet card with your health information to carry with you
The look and feel of PatientConnection is also enhanced, giving you the ability to customize your experience by color-coding some areas and uploading photos. And of course, you can send secure inquiries to your PeaceHealth care team for non-urgent matters.

Q:  Can I continue to use the portal I’ve been using until now?

A:  Yes, but only to pay past bills and view old records, and just for a few months; the other interactive features will no longer be available. You will want to move to the new portal to interact with your clinics and see your newest record information.

Q:  In the new PatientConnection, it looks like information is missing. Where is my old information?

A:  Much of your record from our previous electronic health record (EHR) system has been copied into our new EHR, including about three years of record information, such as lab or imaging test results. For services prior to January 1, 2010, records are kept only in our previous EHR.

Q:  Will online bill pay be available in the new PatientConnection?

A:  Yes, it's not a feature we have available right now, but we plan to add it by summer 2013. Thanks for your patience.