Answers to frequently asked questions (FAQs) about the patient portal

Welcome to my UK HealthCare Patient Portal! UK HealthCare has put a lot of thought and care into developing our patients’ portal.  Your information is secure, and resides in the “cloud.” It contains most, but not all, of your medical record. We used patient feedback to determine what parts of the medical record were most reasonable and useful to you, our patients.

Please note that additional FAQ answers and support are available once you have logged into My UK HealthCare.

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 primary language to Spanish. Note, however, that results and clinic notes are only available in English.

What is the My UK HealthCare 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.
  • Communicate with your care team using electronic messaging that is more secure than regular email.
  • Request, reschedule and cancel appointments.

What is included in the My UKHealthCare patient portal?

The UK HealthCare patient portal includes a view of clinical data from your UK HealthCare electronic medical record. This includes:

  • Information about most appointments.
  • Clinic documentation and clinic visit summaries.
  • Medications you are currently taking.
  • Allergies.
  • Immunizations.
  • Lab results and radiology reports. (Note that this does NOT include images.)
  • Hospital discharge instructions.

You may use My UK HealthCare to:

  • Request appointments, prescription renewals and referrals.
  • Get health maintenance reminders.
  • Pay your UK HealthCare bill online.

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?

  • When you register for your clinic appointment or hospital visit, please provide your correct email address. 
  • Within three days, you’ll receive an email from our portal vendor, Follow My Health ( with instructions for signing up. (If you do not see this email within three-four days, please check your spam filter. Still not there? Call our Portal Support line at Call us at 859-218-6221 or 844-820-7344 (toll free) 9 a.m. - 8 p.m.)
  • 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

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 NEVER 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 UK HealthCare requires Internet access and one of the following browsers: I

  • Internet Explorer version 10 or higher.
  • Google Chrome version 34 or higher.
  • Firefox version 38 or higher.
  • Safari version 8 or higher.

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?

Your portal account can be accessed from any computer, tablet or smartphone. You can also welcome to 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 UK HealthCare 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 UK HealthCare, call 859-218-6221 or 844-820-7344 (toll free) 9 a.m. - 8 p.m.

Can my spouse and I share a portal account?

You can use the same email to request your patient portal invitations, but since each person has a separate medical record 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 UK HealthCare 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?

Yes, once you complete initial sign up through the mobile browser, you will need to access your record using your data on your smartphone or tablet FMH (Follow My Health) app.

Where do I get the app?

Click the link that fits your device:



Portal contents/usability

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 859-218-6221 or 844-820-7344 (toll free) 9 a.m. - 8 p.m. and you will be transferred to the clinic.

I don’t see all of my UK HealthCare providers in the portal. Why?

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 test results can I view in the portal?

You can view all of your results. Results will be available on the portal approximately four days after they are verified by your provider’s office. Note that while radiology reports will be viewable, actual images will not.

If you have questions about any of the results or clinical information in your personal record, contact the clinic directly.

Sending and receiving messages through My UK HealthCare 

How do I check my messages?

After you log in to the My UK HealthCare 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. Note that messages in your inbox will also be stored in your Documents section.

How will I know when I have a new message?

You can set up email or text-message alerts through the Preferences area.

When a new message arrives in your UK HealthCare patient portal inbox, an email alert will be sent to the notification preference 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?

First, make sure you check your Junk, Spam, or Clutter email folders for an email from

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 UK HealthCare 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?

If you have a routine question or need to communicate with your provider, you can securely message your provider’s care team by going to your inbox and choosing your provider.  If you need to talk with someone regarding symptoms you are experiencing, or have an immediate need, please call the clinic directly. If you don’t have that number, call 859-218-6221 or 844-820-7344 (toll free) 9 a.m. - 8 p.m.

Can I request my first appointment with my new primary care physician or specialist using My UK HealthCare?

Unfortunately, no. Even if you already participate in the portal, you need to be seen by a particular provider before you can access that person within My UKHealthCare.  

How do I request a medication renewal?

If you no longer have refills on a prescription medicine you can request a medication renewal through your portal. (IMPORTANT: Portal prescription requests are for renewals only. The prescription will still need to be refilled by your pharmacy. If you currently still have refills on your prescription, contact your pharmacy directly.) To request a prescription renewal via the portal:

  • Log into your portal account and click on the "My Health" tab. 
  • Find the line with the medication you would like renewed and click the pill bottle icon in the Options column. 
  • In the pop-up window, make sure the provider is correct.
  • Select the pharmacy where we should send your prescription.
  • Add any additional comments.
  • Click Send to send the request to your provider. 

This will send a message to your care team that your provider needs to evaluate your medication needs. You may receive a call from the clinic to be seen, or they may directly process the renewal. You will receive a notice once the clinic sends your renewal to your preferred pharmacy. To know when your prescription will be ready for pick up, please call your pharmacy. 

General medical records 

How can I obtain a copy of my entire medical record?

Click here for detailed instructions on requesting your medical record.

Page last updated: 7/30/2017 3:47:37 PM