Frequently Asked Questions
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What is MyMontefiore?
MyMontefiore is a Web-based service through which doctors and patients can communicate securely about non-urgent healthcare matters. Through MyMontefiore, you can consult your doctor about specific health symptoms, request a prescription refill, request appointments, receive lab or test results, access health education information, and more — depending on the types of MyMontefiore services your doctor offers.
What computer hardware/software do I need to use the MyMontefiore service?
MyMontefiore requires only a connection to the Internet and a Web browser. MyMontefiore supports:
- Microsoft Internet Explorer 7 on Windows XP and higher
- Firefox 2.x on Windows XP and higher
- Safari 2.x on Mac OS 10.4 and higher
Is the MyMontefiore service secure?
With highly secure, built-in 128-bit, secure-socket layer encryption technology, MyMontefiore protects the privacy and confidentiality of personal information transmitted through its doctor-patient messaging service. Only you, your doctor, and your doctor's authorized staff can read your MyMontefiore messages.
How is MyMontefiore different than regular e-mail?
MyMontefiore messages differ from regular e-mail messages in that they are securely and confidentially transmitted and structured to the specific needs of doctor-patient interaction. Also, unlike e-mail — which relies on multiple file servers distributed across the Internet — MyMontefiore uses a single, centrally managed, secure database which ensures that messages cannot be intercepted, deleted, copied, or altered in any way.
Will I be assigned a MyMontefiore e-mail address?
How will I know if I have a message waiting for me at MyMontefiore?
As a MyMontefiore user, you aren't assigned an e-mail address. Rather, you'll access the secure MyMontefiore service by typing the MyMontefiore URL into your Web browser and signing in to your password-protected MyMontefiore account. When a message is delivered to your MyMontefiore Inbox, you're immediately notified via e-mail (this notice is sent to the e-mail address you provided when registering) and provided a convenient link to MyMontefiore so you can quickly access your waiting message.
I can't find my doctor in your list. What should I do?
How can I tell my doctor about MyMontefiore?
Tell us your doctor's name and we'll contact your doctor about joining MyMontefiore. We'll notify you via e-mail when we contact your doctor.
Can I communicate with any doctor in the MyMontefiore network?
MyMontefiore is designed to support doctors and their established patients. It's not a vehicle for establishing a new relationship with a doctor.
Is there a fee for this service?
MyMontefiore does not charge you to access or use the MyMontefiore service.
How do I send a message to my doctor using MyMontefiore?
Once you successfully register with MyMontefiore and your doctor agrees to communicate with you through the service, easy-to-use, structured templates allow you to consult your doctor about specific health symptoms, request a prescription refill, request appointments, receive lab or test results, ask a simple question, or access health education information — depending on the types of MyMontefiore services your doctor offers.
Who can view the messages I send using MyMontefiore?
Only you, your doctor, and your doctor's authorized staff can view your MyMontefiore messages (members of your doctor's staff — like a nurse or receptionist — may be qualified to respond, or prepare responses, just as they would during an office visit or telephone call). Messages are never stored anywhere but on the secure MyMontefiore server, and they cannot be read en route, deleted, copied, or altered in any way.
How do I know the message I get back is from my doctor?
All members of MyMontefiore, doctors included, are required to create and enter a secure Sign In name and password to access the service. In addition, MyMontefiore requires doctors to submit their medical credentials for verification. When your doctor replies to your message, their name will appear in the "Sender" field of the message. Should a member of your doctor's authorized staff respond to your message, that person's name — as well as the doctor's name — will appear in the "Sender" field of the message you receive. These are just some of the ways we guarantee your privacy and security.
What if I forget my password?
If you register for MyMontefiore and forget your password, you can simply click the "Forgot your Sign In Name or Password?" link below the Sign In box on the Sign In page. If you know either your sign in name or your password, we can provide you with the missing piece of information immediately. If you have forgotten both your sign in name and your password, you'll be directed to MyMontefiore Customer Support for assistance.
As a user, do I have to enter my health information in the Health Record section of MyMontefiore?
Who has access to my MyMontefiore Health Record? Who can change my Health Record?
Only you, your doctor, and your doctor's authorized staff have access to your MyMontefiore Health Record. And you can see who has accessed this medical information at any time. Completing a MyMontefiore Health Record is not required; however, keeping accurate records of your health habits, medications, allergies, and medical conditions supplies helpful information to your doctor. Your doctor may use this information to help diagnose your symptoms, or to forward relevant preventive care and educational information to you. Your doctor can modify your Health Record to reflect a recent diagnosis or a new medication.
What if I decide I want to discontinue my or my family member's membership in MyMontefiore?
You can discontinue your MyMontefiore membership at any time. Once your MyMontefiore membership is terminated, all information stored in your account up to the termination date — a "snapshot" if you will — remains accessible to your doctor, but you will no longer be able to communicate with your physician through MyMontefiore (or vice versa).
If you want to alter your MyMontefiore account by removing a family member from the service, the family member's information will be removed from your MyMontefiore Health Record, and you'll be unable to message doctors about this family member. All previous messages sent and received for this family member will be stored in your MyMontefiore account. You can always re-add the family member back to your MyMontefiore account at a later date, if you wish.
What if I need help?
With MyMontefiore, you enjoy 24/7 toll-free phone and e-mail support. During normal business hours (6:00 AM to 5:30 PM Pacific Time), MyMontefiore Customer Support representatives are accessible by phone or e-mail. Voice or e-mail messages left after normal business hours automatically page an on-call Customer Support representative, who responds within one hour.
Contact MyMontefiore Customer Support Online or call toll-free 1-866-735-2963
