Frequently Asked Questions (FAQ): Patient Portal

What is the Lone Star Circle of Care Patient Portal?

Patient Portal is your medical home on the Web. With Patient Portal, you can connect with your healthcare team and access medical information through a convenient, safe, and secure environment.

How will the Patient Portal benefit my health care?

You play an important role in your own healthcare. The Patient Portal offers easy access to your medical information and tools that will make it easier to participate in decisions about your health.  Stay informed by viewing your most up-to-date medical records, including test results.

How do I sign up?

You will receive enrollment instructions during your next visit to Lone Star Circle of Care for an appointment.

What if I didn’t receive my invitation email?

Check first to make sure the invitation email is not in your junk or spam folders.  You may contact technical support by calling 877- 800-5722.

I forgot my password or user name.  What should I do?

You can get help accessing your account on our login page. Click the “forgot password” link and follow the instructions.

What about my privacy?

Your privacy is important to us! This is a secure site, and you can control who accesses your healthcare information. To access your Patient Portal account you will need to provide your username and password. You will also need to answer a security question. You should not provide this information to anyone you would not trust to have your health information.

Can I use the Patient Portal to send messages to my health care provider?

Yes, this is one of the best and most important features of the Portal.

How soon will I hear back from my health care team after sending a secure message?

We strive to respond to most portal messages within 48 hours (Monday through Friday, 8 a.m. to 5 p.m.). Appointment requests placed before 3 PM will receive a same-day reply. Please note that the response times exclude weekends and holidays.

How will I know if I have received a new secure message?

When a new message arrives in your Patient Portal inbox, an email alert will be sent to the personal email address you provided when you set up your account. You can go to the Settings tab of your portal account to change the alert to a text message instead. Note that the content of the secure message will not be sent to your personal email or text message. You can only read and write secure messages on the Patient Portal.

Can I use the Patient Portal to communicate an emergency concern?

No. The Patient Portal’s secure electronic messaging features should not be used for urgent care matters. In the case of an emergency, dial 911.

Can I make online prescription renewal requests?

No. All prescription refill requests must come to Lone Star Circle of Care electronically from your pharmacy. Even if your prescription bottle says that no refills remain, please call the pharmacy to start the refill process.

What lab results will be viewable on the Patient Portal?

Most common lab test results will be viewable in your medical record Sensitive test results may first be communicated by phone or in person before they become available on the Portal.

When will I see my lab results?

Your test results are posted to your Portal account after your doctor has reviewed them—typically within 4 business days after LSCC receives them.

Are all my medical records available on the Patient Portal?

No. Much of the information in your medical record is not available here. For example, your visit notes, scanned documents and forms, and records we receive from other providers will not be displayed on the site.  For a complete copy of your medical record in paper or digital format, call 877- 800-5722.

How do I set up someone else up in my family?

Parents and legal guardians of children under 13 years of age can request proxy access to their child’s account by filling out a form available at the clinic. To comply with state and federal privacy laws, access will be automatically discontinued when a child turns 13 years of age. Parents of children with documented incapacitation can request an exception to this policy.

Because we encourage our teenage patients to take an active interest in their health, patients 13 years of age and older can create their own Patient Portal account.

Parents and caregivers of adults with documented disabilities or other long-term chronic illnesses can obtain proxy access to by completing an Adult Proxy Access Form.

Why can’t I view my teenager’s health record?

When a child becomes an adolescent, some information in the medical record can become protected or confidential by law. To ensure confidentiality of these conversations and comply with state and federal privacy laws, LSCC does not provide proxy access for Portal accounts of minors aged 13 to 17.

If your child is unable to make medical decisions on their own due to a documented medical condition or illness, you may be granted access.

Why does the Patient Portal site say NextGen?

NextGen is the vendor we work with to securely manage your electronic medical record information.  The Patient Portal is a customized NextGen system which provides you with the capabilities to interact with the medical record system.