GENERAL QUESTIONS

FollowMyHealth® is Community Psychiatry’s very first patient portal!

Not only will it simplify processes for our staff, but it will also provide a more engaging experience for our California patients as they will have online access to scheduling, medication refills, and video appointments.

Click here for more information.

With FollowMyHealth®, patients can:

  • Review their medical records online in a safe, secure environment
  • Communicate privately with front office staff or provider via secure messaging
  • Request Rx refills
  • Schedule or change appointments (Existing Patients Only)
  • Confirm or cancel appointments (Via Text Messages)
  • Receive automated telehealth/video appointment links
  • And more!

It’s available online 24 hours a day, 7 days a week via any computer, tablet, or smartphone!

No, only Community Psychiatry’s California locations will be using FollowMyHealth®, as other locations have their own patient portal software.

There will be a soft (test market) launch for selective locations on Monday, August 16, 2021. The remainder of the locations will launch Tuesday, September 7, 2021.

The roll-out plan will include:

• A two-prong launch approach with a soft launch on August 16, followed-by a hard launch on September 7
• Monthly All-Staff emails with pertinent updates
• Training for specific departments (including reference guides and materials)
• Pre-launch promotions (including Zoom platform and billing statement messaging)
• Patient communications (including website landing page and email)
• Launch event promotions (including a dedicated command center)
• Front Office Collateral

Yes, there will be additional features and enhancements to the patient portal after the launch.

Stay tuned for further communications.

Patients can download the mobile app in the App Store or Google Play Store.

Please instruct patients to:

  • Grant the app access to your microphone and camera if they intend to use for video appointments; and
  • Use an Android 6.0 or higher or an iOS 11.0 or later while in the app (if a mobile phone is too old the FMH will not be able to be installed).

FO team members and providers will be trained on accessing FollowMyHealth through a web browser on their desktop. They will all be looking at the same interface as the patients will via their app. They do not need to download the app to assist / meet with patients. However, if they would like to become more personally familiar with the app, please download.

Click here for more information.

For technical assistance, please have them contact FollowMyHealth® support at 1-888-670-9775.

FollowMyHealth is committed to maintaining patient privacy as a top priority. Appropriate security steps have been taken to protect patients’ information while using the tool on Community Psychiatry’s behalf (like requesting strong passwords and a two-step validation during sign-on).

In compliance with federal patient privacy regulations, all transmitted data is encrypted during the sign-in process. HIPAA-compliant security standards keep patients’ information encrypted (unreadable) and de-identified (name and other identifiers stripped out).

Click here for more information.

  • For technical support, email or call FollowMyHealth® support at 1-888-670-9775, Monday-Friday, 5am-5pm PDT
  • Other support materials here

Access Questions

TBD

If a patient is new or if an existing patient is younger than 18 years old:

  • A FO team member can manually send an email invite upon an encounter (phone or in-person) with the patient during or after the launch date.

If an existing patient is 18 years or older:

  • They will automatically receive an email invite on the launch date prompting them to create an account with a personalized link to the platform; if they don’t act upon this invite, they will receive a reminder email invite every 30 days thereafter until registration.
  • They may access the portal via CommunityPsychiatry.com on or after the launch date and request an account by clicking on “I need to sign up.”  This will trigger a notification to the FO staff for further processing and reply.
  • A FO team member can manually send an email invite upon an encounter (phone or in-person) with the patient during or after the launch date.

Click here for more information.

Click here to watch a video about how to create an account from an invitation.

For technical assistance, please have them contact FollowMyHealth® support at 1-888-670-9775.

It is entirely possible that a patient already has a FollowMyHealth® account through another healthcare provider.

If this is the case, the patient will need to connect to Community Psychiatry through the personalized email invitation they will receive from us.

Click here for more information.

For technical assistance, please have them contact FollowMyHealth® support at 1-888-670-9775.

If a patient needs to reset their password, they will need to choose the authentication account that they used to log in to their FollowMyHealth® account (Facebook, Google, Yahoo, AppleID or Microsoft LiveID (email and password).

Then, select the available link to start a password reset process that is unique to their account as they have configured it.

Click here for more information.

Click here to watch a video about how to reset a password.

For technical assistance, please have them contact FollowMyHealth® support at 1-888-670-9775.

There are a couple of ways a patient can try to recover their username using their LiveID (email address and password):

  • They can click “Forgot your username?” here
  • Upon creating their account, they should have received an email confirming their specific SMH Secure username from noreply@followmyhealth.com. Have them search their email for this sender as well as the word “username.” This email will contain their username.
  • A FO team member can assist them with recovery after confirming their name, date of birth, and email address.

If the patient used a third-party authentication method to access FollowMyHealth® (i.e., Google, Facebook), try using the applicable log-in for that platform.

Click here for more information.

For technical assistance, please have them contact FollowMyHealth® support at 1-888-670-9775.

A patient may receive this message if they clicked on the button to log in and if their credentials were not associated with a FollowMyHealth® account.

There are a couple of ways a patient can attempt to access further:

  • Instruct them to click and sign on via “I Have an Existing Account” on the platform screen and try signing in with a different login method.
  • Try to complete password recovery or username recovery (above).
  • Try to find the email titled “FMH Secure Login Account Created (older accounts) or Success! Your username was created (newer accounts)”.  It would have been sent out when the initial FMH username/password credentials were made.

Click here for more information.

For technical assistance, please have them contact FollowMyHealth® support at 1-888-670-9775.

Yes, a guardian can request to be an authorized individual to another patient’s health records with a manual invitation sent by a FO team member.

Click here for more information.

For technical assistance, please have them contact FollowMyHealth® support at 1-888-670-9775.

Portal Questions

CareNarrative is the administrative (“back-end”) part of the FollowMyHealth® dashboard. Previously authorized individuals, like FO Team members, can use this interface with certain permissions, like activating or deleting an account. This is also where incoming requests for sign-up assistance would come.

Permissions will be granted to appropriate team members and can be accessed via a web browser.

No, you will not need to connect to Community Psychiatry’s VPN to access any of the FollowMyHealth® dashboards.

Yes, although both FO team members and providers will be working on slightly differently configured dashboards, they will be able to view what the patients see on the FollowMyHealth® dashboard.

Further dashboard training to come in early August.

TBD

Please be aware that FollowMyHealth® reflects the patients’ medical information exactly as it appears in NextGen. The medical information released to the patient in FollowMyHealth® is under the discretion and control of Community Psychiatry.

Patients can also verify that the clinic settings in their Patient Portal are not disabled for data to flow by going to: “My Account > My Connections > Hospitals or Clinics and then clicking on the “Clinics” settings.

If a patient’s account contains no medical information at all, please go here.

Click here for more information.

For technical assistance, please have them contact FollowMyHealth® support at 1-888-670-9775.

For now, all forms (including new patient paperwork) must be completed ahead of patient’s appointment and will be available for viewing on their FollowMyHealth® dashboard.

The forms will be stored by a FO team member in “CareNarrative,” the FollowMyHealth® , back-end component.

Patients can request refills through the patient portal by clicking “Menu > Renew Prescription.”

However, there is a planned, open period which will consider the status of their patient activity as well as number of refills, which may not allow them to complete request.

If this is the case, they can manually send a message via the patient portal dashboard to contact a FO team member with the request and receive a response within X days/hours.

Note: patients should be encouraged to check with their pharmacy before requesting a refill as well as be advised of any after-hours or holiday implications.

Click here for more information. (app only)

Click here to watch a video about how a patient can request a refill.

There are a couple of ways for patients to make their payments:

  • Continue to go to CommunityPsychiatry.com and the “Make a Payment” tab
  • Log into their FollowMyHealth® account and click “Payment” on the dashboard
  • Make payments with a FO team member or through the billing line at 866-681-4869

Please note: InstaMed will continue to be our payment processor and is connected to the FollowMyHealth® dashboard.

Patients can send messages through the portal by clicking on the “Messages” tab and composing a message.

Note: patients will not be able to see a specific email address to any provider, a FO team member will be the gatekeeper and triage accordingly.

Click here to watch a video about how patients can send messages.

APPOINTMENT QUESTIONS

Existing patients (not new patients) can cancel, reschedule, and request new appointments through the FollowMyHealth® web browser and app.

For technical assistance, please have them contact FollowMyHealth® support at 1-888-670-9775.

One of the main features of FollowMyHealth® is that existing patients can now schedule appointments through the patient portal with providers who are current connections on their own.

Yes, FO team members can continue to make appointments for patients via phone and providers can assist during existing appointments.

Click here for more information on scheduling via app.

Click here for more information on troubleshooting appointment requests.

Click here to watch a video about how to schedule an appointment through the portal.

Yes, patients will still be able to schedule appointments.

Patients can cancel appointments through the patient portal as well as through the reminder text messages they will receive prior to appointments.

Please note: when they cancel the appointment it will not prompt immediate action to reschedule. They will need to go through the scheduling process again, either via the patient portal, by calling the front office or speaking with their provider.

Click here for more information. via app only

Yes, our cancellation policy will remain intact, with fees assessed for no-shows and appointments canceled less than two (2) business days’ notice.

Patients will now receive text reminders 2 days before and 1 day prior to their appointment (calendar days). If they would prefer to stop receiving these messages, they can opt-out of this functionality by going to: “My Account > Preferences > Communication Preferences > Notifications”

Telehealth Questions

The FollowMyHealth® patient portal includes a built-in telehealth platform for our providers and patients. Therefore, Zoom and Doxy links/accounts will no longer be needed to conduct an appointment.

A part of the FollowMyHealth® roll-out plan will be to sunset all Zoom accounts by the end of August 2021.

Please be on the lookout for further communications on this plan.

It is highly recommended that patients create a FollowMyHealth® account as soon as they receive their emailed invite during the launch (see Access Questions above) so that they are more familiar with the tool and receive telehealth instructions via email.

In addition, they will receive appointment reminders via text with telehealth instructions X days prior to their appointment.

Please advise them to be aware of these communications.

Click here to watch a video about how to join a scheduled video visit from the portal.

TBD

Please instruct patients to create a FollowMyHealth® account as soon as they receive their emailed invite (see Access Questions above). This will ensure continued treatment with their provider.

Back-up TBD

Although a patient does not need an account to attend an in-person appointment with their provider, it is highly recommended they create one in the event of a telehealth need or to use other functionalities, like schedule a future appointment.

Patients can download the mobile app in the App Store or Google Play Store.

Please instruct patients to:

  • Grant the app access to your microphone and camera if they intend to use for video appointments; and
  • Use an Android 6.0 or higher or an iOS 11.0 or later while in the app (if a mobile phone is too old the FMH will not be able to be installed).

Click here for more information.

For technical assistance, please have them contact FollowMyHealth® support at 1-888-670-9775.