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:

  • View your office visit notes
  • Request prescription renewals
  • View test results
  • View your health summary from your EMR – electronic medical record
  • Request a medical appointment

How do I sign up for the Patient Portal?
Any patient who wishes to access their own portal account can get an activation code at check in. You can activate the account through the link on our website and create a unique login and password. If you encounter any issues when getting set up, please contact our patient portal representative at 315-748-7869.

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?
Health information can be updated through the portal. By clicking on the history tab, you have the capability to update and edit your medical, social, and family history. Under account information, you can update and edit your demographics, insurance, and pharmacy information. Changes that you make will become part of your permanent medical record. Recent changes can also be updated in your medical record at your office visits.

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 side menu, go to the account information tab. Under account, you can update personal information and insurance. Under pharmacy, you can view the pharmacies you have listed and make any updates if needed.
If you need to change your login, password, email, or security questions, locate the edit profile button on the top of the screen.

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?
To protect patient confidentiality, your login and password cannot be shared with anyone. If you would like to grant someone else access to your portal account, you will need to contact the practice and set that person up as your Authorized Representative. Please see our Portal Policy Section for more details.