Arch Health Medical Group

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 ArchConnect Patient Portal, ask your patient services representative during your next appointment.
 

What is ArchConnect Patient Portal?

ArchConnect Patient Portal is a secure Internet portal that enables patients to communicate with providers via secure email and request:

  • Appointments
  • Prescription refills
  • 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 ArchConnect Patient Portal website?

To access ArchConnect Patient Portal, you must complete the enrollment form.
 
What if I forget my user name?

You can retrieve your user name by clicking the “Need Help with your user name and password?” link on the logon page. You must select “I’m having problems signing in” and enter your personal information. You will receive an email with a URL to reset your password after you enter the correct details. Your user name will be listed at the top of the screen.
 
What if I forget my password?

You can reset your password by entering your user name and answering the password security question. After answering the password security question, you will receive an email with a URL to reset the password.   You can also contact the ArchConnect Support Desk at 1-888-780-6676 to reset the password for you.
 
How do I reset my password if I do not remember the answer to the password security question?

If you have chosen to reset your password using the user name option and you do not remember the answer to the password security question, click on Cancel to go back to the login screen.  Once you are there, click on the “Need help with your user name and password” link.  On the next window, select the option for “I’m having problems signing in” to enter your personal information.  You will receive an email with a URL to reset your password.

What should I do if I am having difficulty resetting the password?

If you are having difficulty resetting the password via the “Need help with resetting your user name and password?” link, please note:  The password must be between 6-20 characters which can be a combination of letters, numbers and special characters and is case sensitive.  You can request a new password from the ArchConnect Support Desk at 1-888-780-6676 to provide you with a password reset link and token. You will receive an email containing the password reset link in your account.  You can reset the password using the link and the password reset token. 

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 www.nextmd.com.
  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 ArchConnect Support Desk at 1-888-780-6676 for assistance.

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.

How do I get my account unlocked?

Contact the ArchConnect Support Desk at 1-888-780-6676 for assistance.

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

Many ArchConnect portal documents are created in Adobe Acrobat® format.  To view these documents, you must have Adobe Acrobat Reader. 


Why am I unable to open any documents received from a doctor, even though I have Adobe Acrobat Reader installed?

If Adobe Acrobat® Reader® is installed, but you still cannot open any documents, then verify if JavaScript is enabled on your computer.  JavaScript is required to display messages and it may not be enabled on your browser.

What should I do if I see an error message when trying to open or download a document sent by a provider?

When trying to open or download a document, if you are receiving an error message such as:
“Internet Explorer cannot download 50PPM from ArchConnect.”
“Internet Explorer is not able to open the internet site.”
“The requested site is either unavailable or cannot be found.  Please try again.”

In these cases, there could be issues with the Internet Explorer security settings.  Click the “Having Trouble?” link on your ArchConnect Patient Portal page for instructions to fix this issue.

Who do I contact if I need help?

Contact the ArchConnect Support Desk at 1-888-780-6676.

How do I know if my computer and internet browser are compatible?

The following browsers are supported:
Microsoft® Internet Explorer® 8.0 or higher
Mozilla Firefox® 2.0 or higher
Google® ChromeTM and OperaTM
For mobile website, mobile devices running on AndroidTM or higher or Apple® iOS 7.1 or higher are supported.

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 ArchConnect Support Desk at 1-888-780-6676
 
Can I renew my medications from the ArchConnect Patient Portal?

You can request prescription renewals via ArchConnect, but it is quicker if you contact your pharmacy.
 
How do I pay my statement on ArchConnect Patient Portal?

This feature is not available at this time.  You may go to the Arch Health website and click on “Online Bill Pay” in the top right corner of the Home page to submit a payment.  
 
Can I see lab results on ArchConnect Patient Portal?

Yes, you can see your lab results on the ArchConnect 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 does the submit button appear to be frozen?

Check the following:
  • If you are using a mobile device, then try using a computer instead.
  • If you are not using a mobile device, try a different browser, if possible.
  • If JavaScript is disabled in the browser, click on the “Having Trouble?” link on your ArchConnect Patient Portal page for instructions to fix this issue.
  • If there were any other messages displayed on the screen, please contact the ArchConnect Support Desk at 1-888-780-6676 to report the issue.
 Why are some features missing in the website?

The ArchConnect 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 a medication renewal, request an appointment, request your medical records, and so on.  Arch Health Medical Group has customized the ArchConnect 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 Medical Records website for instructions on how to obtain 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 1-888-780-6676.
 
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.  Please contact the ArchConnect Support Desk for assistance at  1-888-780-6676.
 
Can I request my medications be sent to pharmacy not in the local area?

Yes, you can any pharmacy that you enter will be for purposes of the medication you are requesting through the ArchConnect Portal only and will not transfer to your electronic health record.  If you wish to add the pharmacy to your record permanently, you will need to notify the ArchConnect Support Desk for assistance at 1-888-780-6676 or let your doctor’s office know at your next visit.
 
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 call you physician’s office and we can take the information over the phone or you can e-mail it to us via the portal.

For insurance updates, please contact the office because we may have additional questions (ex: subscriber name, sub DOB, dual coverage, etc.).
 
What is the response time for?

  • Compose an email
  • Medical question / Recent test result
  • Medical records request
  • Medication Question
  • Other Request
  • Referral Request
  • Request for copy of lab result
Response Time: 2 day
 
  • Schedule an Appointment
  • All appointments
Response Time: 2 days
 
  • Renew Medications
  • Prescription Renewal
Response Time: 2 days
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