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Patient Portal
Patient Portal Help Videos
PATIENT PORTAL ASSISTANCE = FREQUENTLY ASKED QUESTIONS:

What is the Patient Portal via MEDENT?
The Patient Portal in Medent is a personalized, secure on-line way for patients to gain access to their individual medical record. It is a FREE service that we offer to our patients which enables each patient to securely use their Internet connection to help manage and receive information about his/her personal health. 

With this connection you can:
  • Request prescription renewals
  • View test results
  • View your health summary from your EMR -  electronic medical record
  • Request/schedule a medical appointment

How do I sign up for the Patient Portal?
Any patient who wishes to start using the Patient Portal at CNYFC can get an activation code from the reception staff when he/she checks in for an office visit, or your nurse can issue an activation code to you in the exam room.  This code allows you to login and create your own user ID and password so that you can communicate directly with your doctor’s nursing team. 

When will I be able to see my test results via the Patient Portal?
Your test results are released to your Medent Patient Portal account after your physician has reviewed them.  At CNY Family Care, this is generally within 4 days from the date of your office visit.

If some of my health information on the Patient Portal is not correct, what should I do?
The information in your Patient Portal comes directly from your patient account at CNY Family Care. Our reception staff will go over this information with you at each office visit.  If you have some changes since the last time you were at our office, you can inform our receptionists when you check in. Changes will automatically be reflected on the portal.

Why are certain tests NOT shared electronically via the Patient Portal?
Your provider is able to determine which type of test results would be accessed through the Patient Portal. Our providers feel that some test results are too sensitive to be released via the Patient Portal, and would therefore choose to see a patient in person to discuss any such tests.

If I send a message to my doctor/team when can I expect a reply?
Messages sent to a provider will generally be answered within 2 to 3 business days. 

The Patient Portal should not be used for any URGENT matters or emergencies. If you have a matter that requires immediate attention, please call the office at 315-463-1600 or 911 for EMERGENCY assistance.

If I forget my password, what should I do?
You can click on the “Forgot Password” link on the sign-in page to reset your password online. 

What do I do if I have lost my access code letter?
You can call and request another access code or request it when you are in the office.

Where can I go to update my personal information (i.e. home address, e-mail, change my password)?
Log into the Patient Portal and from the left menu, go to the Preferences section and select the corresponding option.

How is the Patient Portal secure?
At CNY Family Care, we pride ourselves in protecting the privacy of each of our patients. Access to patient information is controlled through secure access codes, personal ID’s and passwords. Each individual controls their password and the account cannot be accessed without that password. In addition, the Patient Portal uses advanced encryption technology with no caching to automatically encrypt your session. All of the portal messaging is done while you are securely logged on to our website.

What is your Privacy Policy?
Our Patient Portal is owned and operated by Medent/CCS and is fully compliant with federal and state laws concerning privacy for each patient. A patient’s name and e-mail address will be treated with the same care and privacy given to your health records and will never be sold or leased by CNY Family Care or Medent/CCS.

Is my access code my User ID?
No - The access code you are given from a team member at CNY Family Care will allow you to log onto the Patient Portal for the first time. You will then be asked to create your own unique Patient Portal ID and password.

My access code does not work. What should I do?
For patient security, the access code you are given will expire after 30 days and is no longer valid after you have used it the first time. You will need to contact our office to be given a new access code if the one you have is not working.

I was logged out of the Patient Portal, what happened?
One of our biggest goals at CNY Family Care is to protect the privacy and security of all patient information. While you are logged into the Patient Portal, if your keyboard remains idle for 15 minutes or longer, you will automatically be logged out of the system.   

What do I need to be able to use the Patient Portal?
Each patient needs access to a computer that is connected to the internet along with an up-to date browser line, Internet Explorer or Chrome.

Can my spouse and I share one Patient Portal account?
Due to the sensitive and personal nature of medical information, each adult must sign and submit a Release of Information request in our office to establish their own Patient Portal account. Therefore, you cannot share one Patient Portal account with a spouse or family member. 

Since Patient Portal accounts only connect a user with his/her patient record, other family member questions cannot be accessed through an individual Patient Portal account. Each patient needs to have a separate Patient Portal account.