PatientPortal Success

ChartMaker® PatientPortal Resources

The ChartMaker® PatientPortal is an online service that allows a patient (or patient representative) to keep track of their personal medical information while also allowing practices to share and receive information easily with patients.

Find important downloads, instructional guides, videos and more to assist in your learning and knowledge of ChartMaker® PatientPortal.

Videos

The following playlist contains multiple videos to assist you with your Practice Manager training:

PatientPortal in ChartMaker® Medical Suite

Patient Portal Setup

Support FAQ

  • Accessing the Portal (i.e. passwords, troubleshooting)

 

What website do I access for ChartMaker PatientPortal?

To access the portal, visit the following link: https://chartmakerpatientportal.com

What browsers can I use for the PatientPortal?

Any browser (Chrome, Mozilla, etc.) will support our portal website. However, if you’re using a version of Internet Explorer below version 8, you may not be able to view your health information effectively. So we do recommend Internet Explorer 8 or higher.

Who can I contact if I have trouble with my login? (i.e. forgotten password, resetting accounts, etc. )

Please contact ChartMaker Clinical Support for help resetting your password.

Can a patient reset their username and/or password?

Patients have the ability to reset their password in one of two ways.  If they know their password, they can reset it by going to “My Account” after logging into the Portal.  If they do not know their password, they can click “Forgot Password?” from the login page.  They will be prompted to enter the answer to the Security Question they set up during registration.  If the patient does not know the answer to their Security Question then they will need to contact the Administrator at your practice.  Administrators can reset passwords from the Admin console (Patients page).  Currently usernames cannot be reset.  If the patient forgot their username, the Administrator can look it up through the Patients page on the Portal.

How do I reset my patients’ password?

Log in to the administration portal and search for your patient. Then click on the Reset Password link. After, you will click yes.

Will patients be prompted to change their password periodically?

No, the system does not remind patients to change their password.

  • Authorizing Patients

 

Can multiple patients that are in the same family use the same email to be authorized?

Yes. You can use same email to authorize multiple patients. However, they will each need to be authorized individually. Each patient’s welcome message will contain their first name and that is how they will determine who the welcome message is for.

Can I re-authorize my patient?

Yes, as long as the PatientPortal button is yellow, you can re-authorize them as many times as you want if you are authorizing by email. You can also re-authorize patients using the manual printed instructions feature but in this case, you will have to decide the safest way to get them access to their secure login instructions if they are not physically in your office .

Can I re-authorize my patient if the PatientPortal button is green?

No. If they need to change their email address, the patient can do it directly from their portal.

What if the PatientPortal button is yellow and the patient’s email has changed. Can I re-authorize them with the new email?

Yes you can change their email in Practice Manager. Click the Patient Portal button and re-authorize their email again. Don’t forget to hit the save button after authorizing or the authorization email will not go through to the patient

What if my patient’s portal button is green and their email changed. Can I change it in the portal for them?

Yes, this can be done via the admin portal. Login to the portal, click on the patient tab and search for your patient. Then click on the email icon button to change their email address.

 

What happens if the patient changes their email address? Do I have to re-register them?

No, re-registration is not necessary.  If the patient changes their email address through the “My Account” page on the PatientPortal, communication between your database and the PatientPortal will continue.  Your practice will not be notified via a To-Do List reminder when patients make this type of change so it is recommended that you inform your patients to directly contact your office with this type information.  Your staff will then manually update the patient’s email in either Practice Manager or Clinical.

My patients have multiple portals with offices that use ChartMaker® PatientPortal. Can they use the same username to create multiple accounts?

No the username has to be unique. However, they can use the same email address to get authorized.

  • Using the Portal (i.e. fees, requirements, portal functions)

 

Is there a fee to use the PatientPortal?

Yes.  Reference the section on “Registration Instructions” on page 5 for more information.

Am I required to use the PatientPortal?

If your practice is attempting to meet Meaningful Use or MIPS, usage of a PatientPortal is required . If your practice has no plans to attain Meaningful Use/MIPS then it is up to your discretion as to whether you incorporate this functionality.

How will the patient know how to navigate the PatientPortal?

Besides patient education by the staff at your practice, the patient will also receive a welcome email (on the PatientPortal) upon registration.  There is also a link at the bottom of the webpage titled, “How to use your patient portal” that will provide them with the same information included in the welcome email.

How can I tell that something was done on the Admin portal?

To see which activity and changes have taken place, click on My account, and activity history log link on the left.

What information is uploaded to the Portal for an individual patient?

Clinical Summary, lab results and demographic information will be uploaded to the PatientPortal.  For Clinical Summaries, this includes patient name, chart number, gender, date of birth, address, phone numbers, race, ethnicity, preferred language, allergies, immunizations, medications, problems (diagnoses), procedures, reason for referral, results, social status and vitals.  Chief complaint, cognitive status, functional status, instructions, and plan of care (which contains sections for: educational materials, future appointment dates, pending in house lab orders, and off-site orders) are also included but only if documented through a properly configured template tool (corresponding “button” or checklist).

Lab Results -The entire lab report will be sent to the PatientPortal.

Demographic information includes patient name, gender, date of birth, race, ethnicity, preferred language, phone numbers and address.  Demographic information is only updated if one of the 3 document types (Clinical Summary, Lab Result, or Scan) is sent to the PatientPortal.  If no document is sent, then the PatientPortal will not receive any demographic updates, even if the information was modified in Practice Manager/Clinical.

Orders and Scans are also uploaded to the patient portal now.

Am I able to suspend a patient from the portal?

Yes, you can. On the patient tab, Search for patient, click the 3rd button. This will suspend ALL activity including messaging to/from this patient. This is reversible.

To reverse, click on suspended patients link under patient tab, search for patient, click reactivate account:

Can you suspend the data export for all patients at once?

No.  The data export suspension process is done per patient on the Patient tab in Practice Manager.

Is there a way to disable certain message types?

No, however your practice can customize the descriptive text that appears below each message type so you could use this area to communicate important information regarding the types of messages that should be used.

How do we prevent lab results from being uploaded?

In order to stop lab results from being uploaded to the PatientPortal, the data export must be suspended.  To do so,open the patient’s account in Practice Manager through the Patient tab.  Then click “Patient Portal” and check the box for“Suspend export on note signing” and then “OK”.  Alternatively, this can be done through Clinical by opening the patient’s chart and clicking the “Patient Portal” icon from the bottom of the Face Sheet.  This will also stop the automatic upload of Clinical Summary information as well.

When should I use the “Send Note to PatientPortal” option which is available when I right-click on a chart note?

This functionality would be used in situations like wanting to send a note that was entered in the EMR prior to the patient completing registration, OR if their data export is suspended but you want to send individual notes and/or if you want to manually send an unsigned scan.  Most likely if it is not one of these situations, the note will be sent during the automatic export of data and so this option would not be necessary.

Does the patient receive a notification if our practice uploads a new Document to the Portal?

No.  Documents uploaded to the PatientPortal (accessed through the “Documents” menu) are not patient-specific and can be seen by anyone accessing the Portal.  Because of this, uploaded documents should be generic in nature.

How do I determine who receives the messages sent by a patient through the Portal?

Recipients are configured through Distribution Lists, which are accessed through the messaging dialog (To-Do > New Message/Task… > To).  Reference the section on “Configuring Message Distribution Lists” on page 1 for more information.

Can I initiate a conversation with a patient through the portal?

Yes!  As of version 4.5, the practice has the ability to send a secure message to the patient via the PatientPortal.  To do so, open the patient’s chart in Clinical and go to To-Do > New Patient Portal Message. The patient will receive an email notification informing them that they have a new message waiting for them on the PatientPortal.

Can we fulfill patient recalls (reminders) through the PatientPortal?

Not at this time however it is planned as a future enhancement.

Does the ChartMaker® PatientPortal support multiple languages?

Currently, the PatientPortal does not offer multiple language support. However, your practice could include instructional information in a different language wherever the option to configure text is available.  A tool such as Google Translate could be used to identify the desired text which could then be copied and pasted onto your Portal.

Can we change the font (color, bold, etc.) that appears on the Portal?

No, this type of functionality is not currently available.

Can we link our practice’s website to the PatientPortal and vice versa?

Yes!  To include a link to your website on the PatientPortal you will need basic HTML code.  If you are unfamiliar with HMTL, someone from Clinical Software Support can assist you.  Your website administrator can inform you as to how to include a link to the PatientPortal on your website.

How often are programmatic changes made to the PatientPortal?

Enhancements to the PatientPortal are made on a regular basis, typically about 3 times per year, but the release schedule may vary depending on necessity.

  • Accessing the Portal (i.e. passwords, troubleshooting)

 

What website do I access for ChartMaker PatientPortal?

To access the portal, visit the following link: https://chartmakerpatientportal.com

What browsers can I use for the PatientPortal?

Any browser (Chrome, Mozilla, etc.) will support our portal website. However, if you’re using a version of Internet Explorer below version 8, you may not be able to view your health information effectively. So we do recommend Internet Explorer 8 or higher.

Who can I contact if I have trouble with my login? (i.e. forgotten password, resetting accounts, etc. )

To reset your password, click the “Forgot Password?” link located on the login
screen. If you have forgotten your username and you need to reset your account, please contact your physician’s office for help.

Can I create an account for myself on the PatientPortal website?

No, please contact your physician’s office for help with setting up an account.

Can I turn off my PatientPortal account that I have created with my practice?

Your physician’s office will have the ability to suspend your account. Please reach out to your physician’s office to request suspension of your PatientPortal account.

Can I delete my health information that uploaded to the portal?

Yes, you can click on the “Delete” option that is available above the document when you’re logged into your account and viewing a document. Your physician’s office will be able to delete your information permanently in the near future.

What devices can I access the PatientPortal from?

The ChartMaker® PatientPortal can be accessed from any device with an internet connection (desktop, tablet, smartphone, etc.) by opening a web browser and going to https://chartmakerpatientportal.com. However, since our portal is not yet a mobile portal, some information may not be visible or be as user-friendly as it would on a desktop.

Can I upload documents for my physician to see using the PatientPortal?

No, currently the functionality to send documents to your physicians through the PatientPortal is not available.

Can I change the username that I created for my account?

No, once you have selected a username it cannot be changed. If you are unaware of your username, call your physician’s office to request it.

As a parent or guardian, can I create a PatientPortal account for my child?

Yes, you can create an account for a minor or dependent. If the minor or dependent does not have their own email address, you can use your own for the authorization process.

Will my session time-out after a period of inactivity on the PatientPortal?

Yes, you will receive a pop-up warning after 10 minutes of inactivity and if you do not click “OK” to proceed within 1 minute of receiving the warning your account will be automatically logged out. You will then be taken to the log in screen to allow you to log back into the PatientPortal, if desired.

Can my spouse and I share a PatientPortal account?

No, everyone must have their own account.

Is there a Spanish version of the PatientPortal?

No, but you can inquire with your physician’s office to see if they have resources available to you in a different language.

Can I pay my balance due using the PatientPortal?

No, this functionality is not available at this time. Please contact your physician’s office to inquire about paying your account balance.

Can I see my next appointment?

This feature is currently not available but is in development.

Can I see my child’s vaccination history?

Most likely you will not see an entire list of your child’s vaccinations unless the office manually scanned it into the system. If this is the case, it would be displayed on the “Other Information” page, accessed from the Health Information menu. Alternatively, you could also view/print each Clinical Summary that contains immunization history to compile your own list.

How can I reply to my doctor’s message? I only see close, open or print.

You must close the provider’s message and then click the “Send a Message” link at left side of the “Messages” tab.

Can I change the email address where I receive notifications when there are updates on my PatientPortal account?

Yes, after logging into the PatientPortal, click “My account” in the upper-right corner. You can then type the desired email address in the “New email” field and click “Change email”. You should also notify your physician’s office of the change so they can modify it in their system as well.

Can I change the email address where I receive notifications when there are updates on my PatientPortal account?

Yes, after logging into the PatientPortal, click “My account” in the upper-right corner. You can then type the desired email address in the “New email” field and click “Change email”. You should also notify your physician’s office of the change so they can modify it in their system as well.

What does it mean when it says my PatientPortal is in maintenance mode?

This means that your provider’s office has currently suspended the PatientPortal for a short time in order to make necessary changes.

Do I need to maintain multiple accounts if I am seen as a patient at different practices that utilize the ChartMaker PatientPortal?

Yes, at this time you will need to maintain a separate account for each practice.

Why is using a PatientPortal important?

The ChartMaker® PatientPortal is an online service that allows you as a patient to keep track of your personal health information. It will also allow your provider to share and receive information with you easily.

I also have a PP with another practice that uses Chartmaker clinical and sometimes when I try to access my other practice’s information, I get logged back on to my previous practice even though I am using the username and password for my current practice? What am I doing wrong?

You are not doing anything wrong. Most websites behave similarly. In order to ascertain that you are accessing or have access to the correct practice. Log out of the practice you’re currently logged into, close your browser. Open a new browser window, now either click a link that your practice sent you (the one you want to log in to) or type chartmakerpatientportal.com, enter your appropriate username and password and you should be able to login to the practice of your choice.

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