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Frequently Asked Questions


Question:   I did not receive a notification e-mail to my e-mail account. What can I do to receive notification e-mails?


Notification e-mails can be caught by spam filters and contained as junk e-mail or even deleted. First, check your spam, bulk, or junk e-mail folder to see if your notification e-mail was inadvertently caught as a spam e-mail. If this happened, refer to the instructions provided by your e-mail service to unblock e-mails from our domain. The following table outlines these instruction for the most popular e-mail services.

E-mail program Where to look for misdirected notification e-mails How to ensure notification e-mails reach your inbox
AOL Spam folder Add the sender of the notification e-mail to your AOL address book.
Gmail Add the sender of the notification e-mail to your Gmail contacts list.
Hotmail Junk e-mail folder In Hotmail help, search for "Create a safe list;" then follow the instructions in the corresponding topic.
Outlook In Outlook help, search for "Add name to safe senders list;" then follow the instructions in the corresponding topic.
Windows Live Hotmail Junk folder In Windows Live Hotmail help, search for "Block or allow;" then follow the instructions in the corresponding topic.
Yahoo! Mail Spam or bulk mail folder Add the sender of the notification e-mail to your Yahoo! address book.


I forgot my portal account password. How do I reset my password?


On the portal home page, click the I forgot my password link. In the User ID box, type your ID, and then click Submit. The system will present you with the two hint questions you selected and answered when you initially signed up for the portal.Type your answers, and then click Submit. Answering the questions correctly will log you onto the system and automatically display the Set Password page, where you will be prompted to enter a new password.

Question: I am an existing patient to the clinic. I get the following error when I go to Verify My Identity: Your identity information could not be matched. Please try again or contact the support. What should I do?


A typing error occurred in one of the following fields: first name, last name, and/or PIN. Enter your first name, last name, and PIN as they appear on your Patient Portal PIN letter.

Question: How can I be sure my medical record is private and secure?


When your personal healthcare information is involved, nothing is more important than privacy and security. It is key to all online healthcare transactions, from requesting medication refills, to requesting appointments, to managing medical record data. We are committed to protecting the safety and confidentiality of your medical records. We have worked to develop stringent guidelines. Our portal requires each patient to have a user name and password. Our connection to the portal uses the industry standard 128-bit SSL data encryption, and we use secure messaging so no private patient information is sent to non-secure or regular e-mail accounts.

Question: How can I help keep my medical record and messages private?


Your medical records and secure e-mail messages are protected by the combination of your user name and password. You can help keep your records safe by:

  • Not sharing your password with anyone.
  • Selecting a password you can remember without having to write it down.
  • Always logging off of the portal website and message center when you are finished.
  • Always close you internet browser window after you log off of the portal and message center websites.

If you follow these guidelines, you can help ensure that no one expect you and your healthcare provider will see your personal healthcare information.

Question: What Internet browser can I use to access your portal website?


You can use one of the following browsers:

  • Microsoft Internet Explorer version 7.x or later
  • Mozilla Firefox version 2.0 or later
  • Apple Safari version 2.0 or later
Question: How do I get started?
Answer: All you need is a computer and an internet connection. Once you have these, becoming a portal member is simple: go to https://mercyspecialtyclinics.portalforpatients.com and click Register, located in the top left corner of the screen. The portal will prompt you through the registration and verification process. When the process is done, you can start using portal immediately.


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