Messaging the clinic
Send a support request to your clinic from the portal, read the clinic's replies and answer them.
Overview
The Support page lets you send a written request to your clinic and read its replies. Use it for questions that are not urgent, for example about a bill, a treatment plan or a prescription. For an emergency, phone your clinic.
Prerequisites
- You are signed in to the portal.
- A question that is not urgent.
Steps
Open Support. Click Support in the menu at the top.
Read the counts. The boxes at the top show Open, Needs Response, Resolved and Total. They count all your requests.
Click "New Request". The Create Support Request form opens.
Choose a Category. For example Billing, Appointments, Treatments, Insurance, Portal Access, Prescriptions, Referrals, Feedback, Complaint or General.
Write a Subject. A short summary of at least 5 characters.
Write a Description. At least 20 characters. Give dates and other details so the clinic can help you faster. You cannot attach files.
Click "Submit Request". Your request shows in the list with the status Open. You may get an email to confirm it.
Find a request. Use Search tickets... or the status list (for example Awaiting Response or Resolved) to find a request. Click a request to open it.
Read and reply. The Conversation shows the clinic's replies. Type in the box and click Send Message to reply. You can reply until the clinic closes the request. The status Awaiting Your Response means the clinic needs an answer from you.
Rate the help you got. When a request is Resolved or Closed, click Rate Experience. Choose 1 to 5 stars, add a comment if you want, and click Submit Rating. You can rate each request once.
Expected outcome
- Your clinic receives your request and replies in the portal.
- You can read the whole conversation at any time.
Troubleshooting
| Problem | Likely cause | What to do |
|---|---|---|
| "The subject needs at least 5 characters" | The subject is too short | Write a longer subject |
| "The description needs at least 20 characters" | The description is too short | Add more detail |
| You cannot reply | The clinic has closed the request | Click New Request to ask again |
| No reply yet | The clinic has not answered yet | Wait, or phone the clinic if it is urgent |
| You want to send a photo or file | Requests do not take attachments | Describe it in words, or ask the clinic how to send it |
| You cannot create a request | Your clinic has turned off portal support | Phone or visit your clinic |