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Patient Online Portal (POP)
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Patient Online Portal (POP) Topics
Appointments
Can I request an appointment for the same day?
No. Patients who require an appointment within the next 24-48 hours will need to contact their provider's office directly.
Will I receive appointment reminders through the POP?
Yes, appointment reminders are automatically generated the day the appointment is scheduled and 1 day prior to the appointment.
Features
What will I be able to do on the POP?
You will be able to:
  • View laboratory results.
  • View medical information such as a problems list, medications, vitals, and allergies.
  • Schedule an appointment or request to reschedule or cancel an appointment with healthcare providers.
  • View and request medication refills.
  • Send secured messages between patient and provider.
  • Pay your bill.
Will online consults be available?
No. Online consults with physicians are not available at this time. However, patients can use the POP's messaging feature to ask simple, non-urgent questions.
What determines the order providers are listed in on the POP?
The providers are listed in the order by whom the patient has seen the most.
Labs
How long after my visit with my doctor will I be able to see my labs on the POP?
Patient labs will be available in the patient portal immediately after the Provider has reviewed your labs.
My lab tests ordered by a non HealthCare Partners physician are not appearing on the POP – it has been more than 4 days so why are they not there?
Laboratory tests ordered by external providers (Non HealthCare Partners) will not populate in the portal; we ask that you contact the ordering provider for your test results. If your labs were ordered by a HealthCare Partners provider and they do not appear after 4 business days, please let us know by contacting us at pop@healthcarepartners.com.
Please be advised that certain labs will not cross over to your portal, regardless of the ordering provider. Based on California Health and Safety Code Section 123148 it is the policy of HealthCare Partners that the following results be blocked from appearing on the POP.
  • Sensitive blood results i.e. (HIV antibody test, HTVL antibody)
  • Hepatitis infection A, B, C, D, E
  • All toxicology testing i.e. (Opiates)
  • Test Results related to routinely processed tissues, including skin biopsies
  • Pap smear test
  • Products of conception
  • Bone Marrow aspirations for morphological evaluation
  • Chromosome analysis and genetic testing
Please note: Laboratory results will cross over to the portal immediately after being verified by the ordering provider.
Why can't I see some X-ray, Ultrasound or other radiology reports on the POP?
Please contact your Doctor's office to view Radiology reports.
Login
If I change providers, will I have to sign a second user agreement to continue to use the POP?
No, there is no need to sign a second user agreement; your original signed agreement will suffice.
Can I dis-enroll from the POP? How do I do that?
Yes, you can dis-enroll from the POP by going to the HealthCare Partners Connections tab and clicking on the Red X to remove the connection from HealthCare Partners. The account will be disabled from further communication.
If I dis-enroll can I then re-enroll on the POP at any time?
Yes, by following the same registration sign-up process.
What if my email carrier or login method is not listed on the homepage?
In order to connect to the POP you must use one of the services listed on the homepage (FMH, Facebook, Yahoo, Google or Windows Live ID). If you do not have one of these, and need assistance setting one up, send an email to pop@healthcarepartners.com
Medications
If I add medical data to my POP record, will my doctor receive this information?
Not at this time. Presently, all personally added medical data will be stored in your POP Personal Health Record, but will not be made available to your provider.
Why can't I request a renewal on my medication -the button appears disabled?
The renewal button may be grayed out, as it may be too soon to request a renewal or the medication is already pending renewal authorization from the provider to submit to the pharmacy.
How do I know when my prescription is ready for pick-up?
Check directly with your pharmacy. The pharmacist will only contact HealthCare Partners if there is a delay in processing.
Messaging
How long does it take my provider to respond to messages I send?
The provider will respond to your message in 1-3 business days.
Privacy
Can multiple patients be linked to the same email address?
Yes, if the Adult patient has enrolled him/herself, they can use the same email for minors under age 12, or if they are a legal caregiver. For patients who are not legal caregivers or have minors, the answer is no. Each patient should have his or her own email address to ensure privacy.
Is there a timeout setting on the POP?
Yes, users will be automatically logged out of the POP after 10 minutes of inactivity.
Can I email/forward my POP health record to another email recipient?
Yes, when you select the email icon on the page, a release disclaimer window appears asking if you want to continue. Once you select "okay," you can enter the email address you want to send the record to.
Registration
How can I sign up?
  • Click on the REGISTER NOW button on the home page of this website.
  • Complete the form that is displayed and submit it.
  • If the data you enter matches our records, you will receive an invitation via the email you provided on the form.
  • If the data you enter does not match what we have in our records for you then you will be given a phone number to call to get help from our patient support center. If they are able to verify your data then they will send you an invitation email.
  • Complete the steps required in the invitation
    - Accept Terms
    - Accept HIPAA Agreement
    - Enter the invitation code
  • You are now registered on the POP and can access your personal health record!
Who can sign up?
  • Adults 18 years or older.
  • Patients between birth up to 17 years of age can be registered by the parent or legal care giver. Be advised that data acquired in the age range of 12 through 17 will not be available on the portal; however, data acquired during the years before the child reached age 12 will be available.
How long will the link in the email to sign up for the POP be active?
The invitation included in the e-mail is good for 90 days.
How long will it take to receive an invitation after the initial sign up?
The invitation code email could take 1-2 business days after sign up.
Who can I contact if I have not received an invitation email?
You can contact POP Customer Support via email at pop@healthcarepartners.com anytime: Email is checked 8:30a - 5:30p, Monday thru Friday.
Support
Who should I contact if my health information on the POP is not correct?
You can contact POP Customer Support via email at pop@healthcarepartners.com anytime: Email is checked 8:30a - 5:30p, Monday thru Friday.
Technical
If I am having trouble connecting from home after hours, whom can I call for support?
POP Customer Support offers after-hours assistance, or you can email pop@healthcarepartners.com and you will receive a response within 48 hours.
Who can I contact if I am having trouble registering on the POP?
If you are having trouble registering on the POP you should contact us via email at pop@healthcarepartners.com anytime: Email is checked 8:30a - 5:30p, Monday thru Friday.
Can I access the POP with my Smart Phone or Tablet?
Yes, the POP supports mobile devices.
Can I receive messages on my cell phone through SMS Text Messaging?
No, SMS text messaging is not available at this time.
What are the computer system requirements to be able to use the POP?
Windows
  • Windows 7, Windows Vista, Windows XP Service Pack 2
  • Internet Explorer 8.0 or later, Modern versions of Firefox, Chrome or Safari
Mac
  • Apple Mac OS x 10.1.8 or higher
  • Intel Core Duo 1.83GHz or faster processor
  • Modern versions of Safari, Chrome or Firefox