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Frequently Asked Questions

Enrollment Questions

What is Secure Message Patient Portal?

Secure Message Patient Portal offers DFD Russell Medical Centers' patients personalized and secure online access to portions of their medical records. Patient Portal provides DFD patients with timely and secure electronic access to their health information from anywhere at anytime. It enables DFD patients to securely use the Internet to help manage and receive information about your health.

With Patient Portal, you can use the Internet to:

· View your chart summary from your electronic health record.
· Request prescription renewals.
· Access trusted health information resources.
· Communicate electronically and securely with your medical care team.

Who can use Patient Portal?

Patient Portal services are available to active DFD Russell Medical Centers' patients over the age of 18.

Is there a fee to use Patient Portal?

Patient Portal is a free service offered to DFD Russell Medical Center patients.

How do I sign up?

If you are an active patient of DFD Russell Medical Centers or are scheduled for your first New Patient appointment, you can create a Secure Message Patient Portal account. As part of creating your new account, you will need a secure PIN (unique personal identification number). This PIN will enable you to login to the Portal and create your own user ID and password.

Patients may request their secure PIN during your next office visit. As part of this request, patients will be required to present a photo ID and sign a Secure Message Patient Portal Access Request form.

Who do I contact if I have further questions?

You may e-mail us at support@dfdrussell.org or call us at 207-524-3501.

Your Medical Record

Can I request my test results in Patient Portal?

Yes. You can request your test results from "Request Lab or Test Results" from the Portal home page.

How can I ask a question about my test results in Patient Portal?

From the Patient Portal home page, select "Request Lab or Test Results." When filling out the request form, it would be helpful to select the date of your test if known, or as close as possible to the date of the test.

If some of my health information in "My Chart Summary" is not correct, what should I do?

Your "My Chart Summary" information comes directly from your electronic medical record at your doctor's office. Ask your doctor to correct any inaccurate information at your next clinic visit or send your doctor’s clinical support team a Secure Message by clicking the question mark (?) in the "See an Issue" box from the "My Chart Summary" Portal page.

How can I ask my doctor a question?

From the Patient Portal home page select "Send a Non-urgent Message to My Healthcare Provider's Medical Team." Fill out all the appropriate fields and send.

Note: these messages are sent to the clinical support staff at the medical center and they will forward on to the provider if necessary.

If I send a message to my doctor or nurse, when can I expect a reply?

You will generally receive an answer within 2 business days.

Please note that Secure Message Patient Portal should not be used for urgent situations. Please contact the office directly by phone at 524-3501 if the situation requires immediate attention or dial 911 if it is an emergency.

How can I request a refill of a medication in Patient Portal?

From the Patient Portal home page select "Request Medication Refills." Select the medication you wish to refill and select the pharmacy you would like it to go to. It will default to the pharmacy we have on file for you but you can change it by entering the Pharmacy information in the text field.

Patient Portal For My Family

Can I view a family member's health record in Patient Portal?

No. A patient’s Patient Portal account is accessible to that individual patient only. Please contact DFD Russell Medical Center’s Medical Records department for more information regarding family access.

Can my spouse and I share one Patient Portal account?

No, due to the sensitive nature of medical information, each adult must sign and submit a Release of Information request and establish their own Patient Portal account.

After I Have Enrolled

I forgot my password. What should I do?

>>Click here to reset your password.

Can you send me a new PIN code if I have lost it, let it expire or did not receive it?

You may request a new PIN at your next office visit.

Where can I update my personal information (e.g., home address, e-mail or change my password)?

From the Patient Portal home page, click on the "My Personal Information" lock. It is only necessary to enter the information that is new or that has changed. All other fields can be left as-is or left blank.

Technical Questions

How is Secure Messaging secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure access codes, personal ID's, and passwords. Each person controls their password, and the account cannot be accessed without that password. Unlike conventional e-mail, all Patient Portal Secure Messaging is done while you are securely logged on to our website.

What is the Privacy Policy?

Patient Portal is owned and operated by DFD Russell Medical Centers and is fully compliant with federal and state laws pertaining to your privacy. Your name and email address will be treated with the same care and privacy given to the rest of your health records and will never be sold or leased by DFD Russell.

I was automatically logged out of Patient Portal, what happened?

We aim to protect your privacy and the security of your information. While logged into Patient Portal, if your keyboard remains idle for 20 minutes or more, you will be automatically logged out of the Portal. We recommend that you log out of your Portal session if you need to leave your computer for even a short period of time.

What do I need in order to use Patient Portal?

Once you receive your activation PIN code from DFD Russell Medical Center, you need access to a computer connected to the Internet and an up-to-date browser (such as Internet Explorer), as well an active personal email address, such as hotmail.com or yahoo.com for your user ID, and password you will create upon registering for your Portal account.

My PIN code does not work, what should I do?

For your security, your access code expires after 30 days and is no longer valid after the first time you use it. If you still have problems, call us at 524-3501 and you will be forwarded to a staff person who can assist you.

Is my PIN code my user ID?

No, your PIN code is not your Patient Portal ID or password. You will use this code only once to log into Patient Portal for the first time. (The code will expire after you have used it or after 30 days). Your PIN code verifies your identity and links your electronic medical record to your Portal user account. When you log into the Portal the first time, you will then be asked to create your own unique ID and password.