myPatient Portal Frequently Asked Questions

You can access your electronic health record (EHR) through the secure myPatient Portal. Your EHR includes information about your appointments, test results, surgical procedures, hospitalizations, prescriptions, allergies, immunizations and other information such as x-rays and care documents.

myPatient Portal is a product of Asquam, LLC; a community health collaborative comprised of Speare Memorial Hospital; Lakes Region General Hospital; Franklin Regional Hospital and associated medical practices. Asquam uses Cerner® Health to provide a secure username and password to access your patient information.

Please browse the help topics if you have any questions. If you need technical assistance, please contact customer support at 1-877-621-8014 24/7 or email mypatientportal@asquam.org,which is monitored Monday-Friday.

If you need assistance with your medical record, please contact Health Information Services at your provider location:

Speare Memorial Hospital
16 Hospital Road
Plymouth, NH 03264
603.536.1120

Lakes Region General Hospital
80 Highland Street
Laconia, NH 03246
603.524.3211

Franklin Regional Hospital
15 Aiken Avenue
Franklin, NH 03235
603.934.2060


Creating an account


New Users

  • Any patient 18 or older may sign up to use myPatient Portal
  • Parents with children under the age of 12 may access their child’s record via myPatient Portal with no need for proxy.
  • Adults may allow another adult to access their health information via myPatient Portal through Proxy authorization.

You may enroll in myPatient Portal by asking any member of your healthcare team to sign you up; all you need is an email address.

You will receive an e-mail invitation; simply follow the instructions in the invitation to activate your account. The message will come from ‘myPatient Portal-no-reply@iqhealth.com’ (The invitation is valid for 90 days) You must do this for each account you request.


NOTE: Check your spam folder if you do not see a message in your inbox within 24-hours.

System Requirements

We recommend that your computer have a broadband Internet connection. We require a minimum of the browser versions listed below. The myPatient Portal may not work properly with older browsers; we recommend you always use the latest software.

Windows
Internet Explorer 10
Firefox 3.6
Firefox 4
Chrome 10

Macintosh (OS X)
Safari 5
Firefox 3.6
Firefox 4
Chrome 10

Downloading the Cerner® Mobile Application

Apple® and Android™ App Download Guide
Follow the steps below to download and log into the myPatient Portal mobile application.

Step 1

HealtheLife myPatient Portal Frequently Asked Questions
Search and download the free HealtheLife (Cerner) application from the iTunes App Store or Google Play Store.

 

Step 2

Accept the Apple or Android License agreement.

Step 3

Log in using your Speare Memorial Hospital myPatient Portal account.

Note: You must have a myPatient Portal account before you can log into the mobile app.

Secure Messaging


Never use the Patient Portal for urgent situations; always call 911 in an emergency.

Contacting Your Provider

myPatient Portal allows you to send messages to your provider. Generally a nurse or the medical assistant who works closest with your provider will read the message first. Your message will be shared with your provider, and responded to appropriately. You will generally receive a reply within 24-hours, except when the office is closed for weekends and/or holidays. Providers do not read or respond to messages when the office is closed.

Requesting an Appointment

Appointment requests are routed to appointment schedulers. Your provider will not see your message; please do not include any personal health information except for the reason for your visit when you request to schedule or cancel an appointment.

Please remember, myPatient Portal should not be used for urgent or acute health matters. Please call your healthcare provider’s office if the situation requires immediate attention, or dial 911 if it is an emergency.

Renewing Prescriptions

Under the ‘renew a prescription’ option, you will be asked which medication you need to renew. Please let us know if you want a 30-day or 90-day supply. In the comments section, please indicate your preferred pharmacy. You may also use the comment section for additional information.

Any member of your health care team might help to process your medication renewal request; please do not include any personal health information that you only want your provider to know. Only use the prescription renewal option for medication renewal requests. Please do not use the prescription renewal option to try to communicate with your provider on health-related matters.

When managing your prescriptions, please plan ahead. Prescription renewal requests are typically processed within three business days of when it is received. Renewal requests are not processed on weekends or holidays. If you are out of your medication, please call your provider’s office directly.

Medications that were not prescribed by a Speare Memorial or LRGHealthcare provider cannot be renewed through myPatient Portal.

Health Record

Proxy Access

Proxy access allows a parent, guardian, or other legally authorized adult to log into their myPatient Portal account and then connect to the account of a family member and/or another person. Patients 18 or older over age 18 may appoint any other adult as a proxy.

Parents with children 11 or younger may access their child’s record via myPatient Portal with no need for proxy. Due to privacy rights in the State of NH, myPatient Portal is not available to any patient between the ages 12-17 years of age.

For proxy access, a patient must complete a myPatient Portal Proxy Form. You may download a form to complete and return. Forms are also available in provider practices, patient registration and Health Information Management.

Please note: If you are a custodial parent, guardian or other legally-authorized adult, and are requesting a proxy account for myPatient Portal, you are required to submit a copy of your court appointed guardianship documentation to the respective Health Information Management department, before your request for proxy can be considered.

Examples of required documentation:

  • Durable Power of Attorney for Health Care (DPOH)
  • Guardianship Appointments (Guardianship Documentation)
  • Custody Papers
  • myPatient Portal Proxy Form

Proxy Access: Age-Specific Rights

  • Child, birth to age 11

A parent or legal guardian may have full access to a child’s health record. Access may include medications list, test results, after-visit summary, and problem list.

  • Child, age 12-17

No Proxy Access: In the State of NH, minors have privacy rights specific to sexual reproduction, sexually transmitted diseases, and mental health and substance abuse treatment. For this reason, myPatient Portal is not available to patients who are 12-17 years of age.

  • Adult, age 18+

With proper legal documentation, any person may authorize another adult to have full access to some or all of the information in their health record. Often this type of proxy account is used by a person for an elderly parent, but it can be for a spouse, another family member, or any other adult. A properly completed and signed myPatient Portal Proxy Form is required.

  • Diminished-capacity adult, age 18+

With proper legal documentation, an adult may have full access to the health record of an adult family member or any unrelated adult who is of diminished mental capacity and not able to be fully responsible for their own care. Appropriate legal documentation (such as Guardianship orders, Durable Power of Attorney for Health Care, a court order, or an advance directive) must be on file with the respective Health Information Management Department in order to process this type of proxy account.

Please note: Speare Memorial Hospital, Lakes Region General Hospital, and Franklin Regional Hospital, and associated medical practices reserves the right, on a case-by-case basis, to reduce or increase access to health record information through proxy accounts in accordance with state and federal law.

Proxy access may be revoked at any time by filling out a Proxy Revocation Form. Proxy revocation forms can be completed at any encounter, but actual revocation must be completed by the respective Health Information Mangement Team.

Troubleshooting

Can’t log in?

      • Make sure your Caps Lock key is not on. The password field is case sensitive.
      • Make sure you do not enter extra spaces in either your email or password boxes and try again.
      • Make sure you are logging in with the email you used when you activated your account, even if that email is now obsolete for you. Once you log in with that email, you can change it to your new email under account settings.
      • If you have forgotten your password, select I forgot my password.
      • Try to remove the cache from your web-browser.
      • Make sure your browser cookies are allowed for myPatient Portal

Forgot your password?

If you forget your password, you can reset your account by clicking the Forgot Password link via the Account help link, listed on the sign in page.

If you don’t have the mobile option enabled, a reset password email is sent to the email address associated with your account. If you are a user in the United States and have the mobile phone recovery option set up, you will receive a text message with a one-time code that you can use to reset your password.

Follow the instructions on the password reset pages to change your password. For security reasons, the password reset code sent in the text message and the link provided in the email are valid for only one hour.

Need more help?

If you are still having problems, contact the account support team.

Did you submit too many password recovery attempts?

To protect your account, account recovery attempts are limited. This added security prevents someone else from repeatedly attempting to recover your account.

If you are not receiving the password reset emails, check your email’s spam or junk folder. You can try to reset your password again after a period of time.

Is the password reset link or code expired?

You can request a new password reset link or code by clicking the Forgot Password link and starting the recovery process again.

What makes a secure password?

A secure password must be at least eight characters long and it is recommended to have at least three of the four following criteria: uppercase letters, lowercase letters, numbers and symbols. Remember passwords are case sensitive.

Password requirements:

      • Be between 8-40 characters long
      • Be case sensitive

Secure password tips:

      • Do not use the same password for all your accounts
      • Make your password difficult to guess
      • Change your password often
      • Make sure your recovery options are up to date
      • Keep your password secure by not writing it down

Auto lock-out: Bumped from the system?

We want to protect your privacy and the security of your information. If your keyboard is idle for 20 minutes or more when you are logged into myPatient Portal, you will automatically be logged out. Any unsaved information you have typed will be lost. We recommend that you log out of your myPatient Portal session if you need to leave your computer for even a short period of time.

Further help

Technical support is available 24/7 by calling 1-877-621-8014 or email mypatientportal@asquam.org, which is monitored Monday-Friday. Please note that we cannot help patients with health-related issues; please call your provider directly.

If you have questions about your medical record, please contact the respective Health Information Management Department:

Speare Memorial Hospital
16 Hospital Road
Plymouth, NH 03264
603.536.1120

Lakes Region General Hospital
80 Highland Street
Laconia, NH 03246
603.524.3211

Franklin Regional Hospital
15 Aiken Avenue
Franklin, NH 03235
603.934.2060