My Patient Portals FAQs


What is a patient portal?

Why does Hallmark Health System (HHS) have two patient portals?

How do I sign up for the Physician office patient portal?

How do I sign up for the Hospital-based patient portal?

Is my online medical information secure?

What are the minimum requirements needed to access the patient portal?

Who can I contact if I have technical issues when logging into my portal account?

How do I update or correct information in my medical record?

Who do I contact for questions about a test result?

How do I know my provider is participating in the Physician office patient portal?

How will I know when I have a new message on the Physician office patient portal?

 


What is a patient portal?

A patient portal is an online tool that gives patients the ability to communicate with their providers and view their healthcare information. It is a way for patients to become engaged in their care and to take responsibility and manage their own health.

Why does Hallmark Health System (HHS) have two patient portals?
HHS has one patient portal that is physician office based and a second portal that is hospital based. The physician office patient portal contains information that was entered by your provider(s) at the time of your visit. Visit types include Primary Care Physician, Cardiology, OBGYN and more. The hospital-based patient portal has information that was entered within the hospital setting including laboratory results, imaging results (x-ray, CT, MRI), medications, allergies, medical problems, discharge instructions, visits, outpatient appointments and more.

How do I sign up for the Physician office patient portal?
Visit your physician’s office to receive your unique Personal Identification Number (PIN). Once you have received your PIN, complete the registration steps to access the site.  

How do I sign up for the Hospital-based patient portal?
If you have been given a Personal Identification Number (PIN) during your hospital visit, register here. If you are a new user, you need to receive a secure PIN. You can get your secure PIN by visiting the Release of Information Department within Medical Records at either hospital campus, Monday through Friday, 8 a.m. to 4 p.m. A valid picture I.D. is necessary. Then complete the registration steps to access the site.

Is my online medical information secure?
Security is of utmost importance to Hallmark Health System (HHS) when transferring personal information electronically. Our portals use encryption to keep your records private and secure. Sending messages through this site is more secure than sending regular email. You also play a key role in keeping your information secure. Please follow these steps to keep your information safe.

•    Do not choose a username and password that would be easy for someone to guess such as your name and date of birth
•    Do not share your username and password with anyone
•    Always log out when you are finished with your session
•    If you have to write down your password, be sure to keep it in a safe place
•    Change your password regularly

What are the minimum requirements needed to access the Patient Portal?
You must have a valid email address to complete the enrollment process to access either portal. Additionally, a device with a current Internet browser is required:

                 Google Chrome, Firefox, Safari, Internet Explorer 9x or higher

Either portal can be launched from a smart phone provided an Internet connection exists with a browser option described above.  No mobile application is available at this time.


Who can I contact if I have technical issues when logging into my portal account?
For issues with accessing either patient portal, please call 781-338-7200 during business hours Monday – Friday. 

You may contact this number to receive assistance with logging into the portal, updating your account, resetting your password, disabling your account etc.

This number is NOT for asking questions related to your test results or updating your medical record information.

How do I update or correct information in my medical record?
Elect one of the following options to update or correct information in your medical record:
•    Bring updated or corrected information to your next provider appointment or hospital-based visit
•    To update information in the Physician Office Portal via telephone, call your provider’s office directly
•    To update information in the Hospital-Based Portal via telephone, call the HHS Medical Records Department, Release of Information Office at 781-979-3213.

**If you have the capability to update health information yourself in either patient portal, those updates will NOT be seen by your health care provider(s).  Updates/corrections should be handled using one of the options noted above.

**If you want to report that a family member is deceased and request his/her portal account be retired, please call the appropriate area as noted above.

Who do I contact for questions about a test result?
Please call you primary care provider office for more information.

How do I know my provider is participating in the Physician office patient portal?
Hallmark Health is currently in the process of adding providers to the portal. You will be able to communicate via the portal only with those providers in offices already participating in the portal. Please call your physician's office to determine if your doctor is participating.

How will I know when I have a new message on the Physician office patient portal?
If you have a new message from your physician office patient portal, you will receive an email notification with a link prompting you to log into your portal account to view the message.

 

 

 

 


   EMERGENCIES - DIAL 911

Do not use the patient portals for urgent or emergency medical concerns. Call your doctor's office if you need to be seen today.


Patient Portal Assistance 
Monday through Friday
8 a.m. to 4 p.m.
781-338-7200


How to Obtain Your Secure Personal Identification Number (PIN)

Visit the Release of Information Department within Medical Records at either hospital (no appointment necessary).

Melrose-Wakefield Hospital 
781-979-3213
Monday through Friday
8 a.m. - 4 p.m.

Lawrence Memorial Hospital, Medford 
781-306-6555
Monday, Wednesday and Friday
8 a.m. - 2 p.m.