Answers to frequently asked questions (FAQs) about the patient portal
Please note that additional FAQ answers and support are available once you have logged into My UKHealthCare.
If you need general help using the portal, this 3-minute tutorial video might help.
Spanish speakers: An option inside the portal allows you to change the portal framework and navigation to Spanish. Note, however, that results and clinic notes are only available in English.
What is the My UKHealthCare patient portal?
The UK HealthCare patient portal is a convenient and secure health-management tool you can use anywhere you have access to the Internet. Through the portal, you can:
• Request a prescription renewal from your UK HealthCare team.
• View your test results.
• View your health care record.
What is included in the medical record?
The UK HealthCare patient portal includes a view of clinical data from your UK HealthCare electronic medical record. This includes:
• Clinic visit summaries.
• Medications you are currently taking.
• Lab results and radiology reports.
• Hospital discharge instructions.
You may use My UKHealthCare to:
• Request appointments, prescription renewals and referrals.
• Get health maintenance reminders.
Even more great features will be added later this year.
Will the portal contain my entire medical record?
The portal will only show records from the UK HealthCare electronic health record. How far back in time those records extend will vary depending on the clinic. There are several ways you can obtain your entire UK medical record. (Click the link for detailed instructions.)
Can I access the portal on all my electronic devices?
Yes, the portal is mobile-optimized, so you can easily navigate through it on all of your devices. There is also an app available for download that can make it easier to access My UKHealthCare from your devices. There is no charge for the apps.
Download the app for Android devices
Download the app for iOS devices
How do I sign up for an account?
• Pick up and fill out a signup form from your clinic, then return it to the clinic. To ensure your email is matched with the correct medical record, it is important you provide us with all the information requested.
• Within three days, you’ll receive an email with instructions for signing up.
• Follow the instructions in the email, using your four-digit birth year as your PIN.
• Access the portal through the confirmation email you receive after you register.
We recommend that once you have access, you add the site to your favorites/bookmarks so you can easily return whenever you wish. The address to bookmark is www.myukhealthcare.org.
Will you sell or share my email address with third-party advertisers or spammers?
Your contact information is safe with us. Neither UK HealthCare nor our software vendor, Follow My Health, will EVER sell your email address or other information to any outside parties.
What do I need to have on my computer to use the portal?
My UKHealthCare requires Internet access and one of the following browsers: Internet Explorer 8.0 or higher; and modern versions of Chrome, Firefox or Safari.
What is my invite code?
Your invite code is your four-digit birth year. This will be used only once, when you initially sign up.
What if I don’t have a computer?
You can access the portal using a computer in our Don and Cathy Jacobs Health Education Center (HEC), located in UK Chandler Hospital Pavilion A near the bridge to the parking garage. The friendly staff in the HEC can help you get signed up and answer many of your questions.
Who can I contact if I have trouble logging in or accessing the My UKHealthCare patient portal?
If you are having trouble accessing any website on the Internet, call your Internet provider. If you can access the Internet but cannot access My UKHealthCare, call 859-257-1000 or 800-333-8874.
Can my spouse and I use the same email address to request our invitation?
Yes, you can use the same email for your patient portal invitations, but you will need to create separate accounts with unique usernames and passwords.
How old do you have to be to participate in the portal?
You must be at least 18 years old to participate in the My UKHealthCare patient portal.
Can my children have My UKHealthCare accounts?
Parents and legal guardians of children from birth to age 12 may sign up for a portal account on behalf of their child. This is known as proxy access. Proxy accounts have all the information and functionality of regular portal accounts. Ask for a proxy access form at your child's clinic and follow the directions for requesting access. Note that the granting of proxy accounts is strictly up to the discretion of UK HealthCare.
Because of state and federal laws protecting the healthcare privacy of minors age 12-18, proxy access is not available for children once they reach their 12th birthday. When the child turns 18, he or she may apply for an adult portal account.
Can I use my smartphone or tablet to sign up?
Signing up for the portal must be done on a laptop or desktop computer, but once you have an account an app is available for your smartphone or tablet.
Where do I get the app?
Click the link that fits your device:
What if I have questions about my medical information in the portal?
If you have questions about any of the results or clinical information in your personal record, or if you suspect a mistake has been made, contact the appropriate clinic directly. If you don’t have the clinic’s contact information, call 859-257-1000 or 800-333-8874 and you will be transferred to the clinic.
I don’t see all of my UK HealthCare providers in the portal. Why?
Only UK HealthCare clinics currently using our electronic health record are on the portal at this time, however, new clinics are coming online every week and all are expected to be online by September 2015.
If your provider's department is active on the electronic medical record but you still don’t see your provider, please contact your provider's office and let them know.
What does the “Recent Selected Results” section include?
This section provides a quick view of recent results from the list below. A full list of your results can be found under the “Clinical and Lab Results” section of your “Health Record.”
• Body mass index
What lab results can I view in the portal?
You can view all of your lab results. Results will be available on the portal approximately three days after they are verified by your provider’s office. Note that while radiology reports will be viewable, actual images will not.
Sending and receiving messages through My UKHealthCare
How do I check my messages?
After you log in to the My UKHealthCare patient portal, you begin at the home page. Select "Inbox" from the top navigation bar. This will take you directly to your inbox. Click on the received message you would like to view.
How will I know when I have a new message?
When a new message arrives in your UK HealthCare patient portal inbox, an email alert will be sent to the email address you provided when you set up your account. Please remember to notify your provider’s office if your email address changes.
Why am I not receiving email alerts?
You can confirm your email address for notifications or change your email address by completing the following steps:
• Open your patient portal account.
• Click "My Account" on the top right of the screen.
• Click on "Notification Preferences."
• Delete the email listed in the "Contact Information" box.
• Enter your new email address for notification of patient portal messages.
• Click "Update."
A notification that your email was updated will appear. Notifications regarding My UKHealthCare patient portal messages will be sent to the newly listed email address.
Note: The above process does not update the email address you have on record with UKHealthCare. Please call your provider's office to update your records with a new email address.
Can I send a message to a provider?
Although this feature of the portal is coming soon, it is not yet available. You can still call your clinic to leave a message for your provider. If you don’t have that number, call 859-257-1000 or 800-333-8874.
Can I request my first appointment with my new primary care physician or specialist using My UKHealthCare?
Unfortunately, no. Even if you already participate in the portal, you need to see a provider face-to-face before you can access that person within My UKHealthCare. After your first visit with a participating provider, your provider's name will appear in your My UKHealthCare provider list and you will be able to use the portal to request appointments and prescription renewals.
How do I request a medication renewal?
Through the My UKHealthCare patient portal, you can request a medication renewal. Start by clicking on "My Health" from the top navigation bar.
• The Clinical Record Summary page will appear.
• Under the "Medications" heading you can select "Renew" or select "Medications" on the left navigation panel and select "Renew" if available.
• Enter your provider’s name in the "To" search box.
• Select the appropriate provider from the dropdown list that appears.
• Select which prescription(s) you would like renewed.
• Select the best way to contact you if the provider has questions.
• Select the pharmacy where we should send your prescription.
• Add any additional comments.
General medical records
How can I obtain a copy of my entire medical record?
Click here for detailed instructions on requesting your medical record.