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Patient Portal FAQs

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Patient Portal Frequently Asked Questions

Below are frequently asked questions to help guide you. If you are interested in enrolling in the new Arch Patient Portal, ask your patient services representative during your next appointment.

What is the Arch Patient Portal?

The Arch Patient Portal is a secure Internet portal that enables patients to communicate with your providers and office team via secure email and request:

  • Appointments
  • Test results
  • Medical records

Who can enroll?

All patients over the age of 18 can register in their physician’s office.

How do I use the Portal for my dependent child or an adult under my care?

The ability to enroll as a proxy for a minor child or an adult is not available at this time but is planned for a later release.  Please continue to communicate with us via telephone or email for these matters.
How do I enroll and log on to the Arch Patient Portal website?

To access Arch Patient Portal, you must receive an enrollment token number from your physician's practice. 
What if I forget my user name?

You can retrieve your user name by following the instructions at the Patient Portal Welcome screen and selecting "forgot user name?". If you are unable to retrieve your user name, please contact our Portal Help team at (858) 675-3292. 
What if I forget my password?

You can retrieve your user password by following the instructions at the Patient Portal Welcome screen and selecting "forgot password?". If you are unable to retrieve your user name, please contact our Portal Help team at (858) 675-3292. 
Can I combine my accounts? 

If you already have a NextMD account with another practice, you can enroll in multiple practices by following these steps:
  1. Go to
  2. Login to the NextGen Patient Portal website using your original user name and password. Your user name and password are case sensitive.
  3. From the Menu on the left, under My Account, click the “Manage Practices” link to go to the multiple practice enrollment page.
  4. Enter your email address. Verify that your email address is correct; otherwise you will not be able to enroll in Patient Portal. 
  5. If you have any difficulty, contact the Portal Help team at (858) 675-3292. 

Can someone else log on to my account?

The system is secure. No one can access your account unless they have access to your username and password. It is advisable to create a strong password with a combination of alpha-numeric and special characters for your account. If anyone tries to access your account with the wrong username or password, the account will be locked after four attempts.

Why am I unable to open a PDF or other documents received from a doctor?

Many Arch Patient Portal documents are created in Adobe Acrobat® format. To view these documents, you must have Adobe Acrobat Reader. 

Who do I contact if I need help?

Contact the Arch Portal Help team at (858) 675-3292. 

I’m trying to access the portal through my phone and it isn’t working.  What can I do?

Confirm that your mobile devices are running on AndroidTM or higher or Apple® iOS 7.1 or higher. If you are still having trouble, please contact the Arch Support Desk at (858) 675-3292.
Can I renew my medications from the Arch Patient Portal?

For the fastest service, please contact your pharmacy to request refills for your prescriptions. 
How do I pay my statement on Arch Patient Portal?

Yes, there is a patient statement and bill pay section on the Portal. 
Can I see lab results on Arch Patient Portal?

Yes, you can see your lab results on the Arch Patient Portal as soon as they have been reviewed by your physician.
How do I get a record of my immunizations?

You can view your immunizations by clicking on the “My Chart” tab at the top of the Home page and then clicking on “View My Chart”. Immunizations is listed as a category on the left hand side of the screen.
Can I see my medical record?

You can view the “Personal Health Record” by clicking on “My Chart” at top of the Home page, and then clicking on “View My Chart”. You may save a copy of the information as a PDF file by selecting “Download and send my chart”. If you would like copies of medical record documents (which are not on the Portal), please go to “Mail” and select “Compose Email” and then “Medical Records Request”.
What is the “Personal Health Record”?

The Personal Health Record (PHR) is a collection of  information from your medical record, such as allergies, medications, conditions, vital signs, immunizations, procedures, insurance, social history, family history, advanced directives, instructions, referral reasons, plan of care, demographic information, and functional status. It is not a complete copy of your medical record.
Can I see all my appointments in the Inbox? 

You can select “Schedule” (top right section of the home page), “My Appointments” and select “Include Past Appointments” (in the top left section of “My Appointments” page), and all of your appointments that have been requested through the portal will be displayed.  Appointments not scheduled through the portal will not be displayed. 
 Why are some features missing in the website?

The Arch Patient Portal helps you communicate with your provider in a fast and efficient manner. There are modules in the system that may be used to communicate with your provider, request an appointment, request your medical records, and so on. Arch Health Medical Group has customized the Arch Portal based on specific needs and will offer additional features in the future.
How do I access my hospital records from Palomar? 

Please visit the Palomar Health website for instructions on how to obtains your records. 
How do parents who are divorced or separated get access to dependent children’s medical records?

Unless one parent has been awarded sole custody by the court, either parent may authorize release of medical record information to themselves or others. Please visit our website for detailed instructions on how to request records. Or call (858) 675-3199.
Why don’t I see my provider in the list of physicians in the portal?

Most but not all of the Arch Health providers are listed in the portal for appointments. Please contact the Arch Portal team for assistance at (858) 675-3292.
If my address and phone number are incorrect in the portal, what do I do?

Please do not make changes to your address or phone number directly in the Portal. This will not update your information in our main system. You can contact the Arch Portal Help team at (858) 675-3292 and they can assist you or send us a message through the portal.