BEST USES of the PORTAL

Portal messaging is a wonderful tool that allows you to communicate with your provider between visits. It is better than emails because it’s HIPAA compliant (secure) and because every message is saved for easy recall if necessary.

It is not, however, a substitute for a focused visit with your provider and is best used for quick questions and updates. Please remember that Dr. Aimée and Dr. Rachel handle all of your requests themselves, so efficiency is the name of the game and your patience is appreciated.

• When you message your provider in the portal, please consider these things:

  • A message that takes longer than 3-5 minutes to read AND fulfill should probably be a visit.

  • A message that contains more than 2 requests should probably be a visit.

  • A message that is longer than 3-5 sentences should probably be a visit.

• Your provider will discuss and order labs with you when you are together during a visit as it allows them to be both specific and complete in what is needed, and will save you money by optimizing the choice of labs (there are many).

  • You may request a 15-Minute Lab Reorder Visit.

  • Please don’t ask for labs in advance of your visit unless it is absolutely necessary and very straightforward and specific (e.g. I need a TSH and free T4 and free T3 to recheck my thyroid). In that case, also be clear about which lab you want to do them at: Quest, Labcorp, PAMF, etc. and if you want to use your insurance or pay out of pocket (discounted) rates.

    • If you want to use insurance, be sure your insurance information is updated in your portal.

• If you haven’t seen your provider in the last calendar year, you need a visit.

  • Annual visits are required for ongoing prescription refills

• If you need a referral for something that they haven’t evaluated you for within the last 2 months, you need a visit.

• If you need them to complete any form or referral in a timely way—best to schedule a visit and you can do it together in real time.

  • Otherwise expect forms/referrals to be completed within 2 -3 weeks as they are a lower priority than clinical issues.

• Need a prescription refilled? Contact your pharmacy to fax or e-prescribe a refill request at 831-465-8528. This is by far the easiest and most accurate way to get a refill.

  • If you need to message your provider about a refill or new prescription, be sure that the pharmacy you want to use is the primary pharmacy entered into your patient portal.

  • If you are unable to do this, include the pharmacy in your message, as well as the name, address and fax number of the pharmacy.

  • Your provider requires 4-days advanced notice for doing refills (even though they prioritize them) as they don’t work every day of the week and are sometimes busy with crises.

•  Can’t remember what you are supposed to be doing for your health since your last visit?

  • Before you message your provider with questions, please review the after-visit summary from your most recent visit in the patient portal, where they detail what your ongoing plan is.

• Expect message response times to be within 2-3 business days because of the volume of messages.

Thank you for your understanding.

these measures help us provide the focused individualized care you deserve in a more timely manner for Everyone.