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General Questions

What is the Patient Portal?
The Patient Portal is a secure web-based system that will allow you to receive communication from our office and access portions of your medical record. Once you gain access to the Patient Portal, these services are available online anytime you want to log in and allow you to communicate with our office at your convenience.


What can I do on the Patient Portal?
The Patient Portal allows you to manage your personal health information at your own convenience. You will be able to send and receive secure messages from your physician's office, request appointments or referrals, review test results, request prescription refills and print office forms. The portal also offers some trusted resources for your own research.


What if I have a question that is not addressed on this page?
You may contact your provider's office with any questions. If you have an active Patient Portal account, feel free to send a non-medical message to the office staff.



Portal Account Questions

What do I need to access the Patient Portal?
You will need an email address, an internet connection, and a PIN from your provider's office, which you will use only once to set up your account. You may call or visit the office at any time to request a PIN- no appointment needed. Following 3 simple steps, you will use your PIN to link your medical record to your portal account. Once you have completed that easy process, you can throw away the PIN and begin using the Patient Portal with your password.


Can I create an account if I have not yet seen a provider at MCMG?
No- In order to access the Portal, you need to have been seen by a Mid Coast Medical Group provider.


Why do I have to verify my account?
The verification process is in place to protect the confidentiality of your health information. This will ensure that YOU are accessing your personal information and medical record.


What should I do if I lose my PIN?
Your provider's office will be happy to provide you with a new PIN. You may call or visit the office -no appointment needed.


What if I can’t remember my password?
In the sign-in box on the homepage, click the link that says I Forgot My Password. You will be asked two hint questions. (The questions were chosen by you when you verified your account). Type in your answers and submit. Your password will be sent to the email address you provided when you set up your Portal account.


What if I am locked out of my account?
You will have 3 attempts to log into the Patient Portal. If you are not successful, your account will be locked for 30 minutes. You may re-attempt after that time has passed. If you have forgotten your password, click on I Forgot My Password in the sign-in box and follow the instructions.


How can I change my method of contact preference?
You can change your method of contact preference on the My Portal Account page. There is a link there that will allow you to make the changes. Alternatively, you can go there directly from here by clicking this link: change my Method of Contact Preference.


How will I know when I have a new message?
When a new message arrives in your portal inbox, an email notification will be sent to the email address you provided when you set up your account.


What if my spouse and I want to sign up, but we only have one email address?
An email address can only be connected to one patient’s medical record.  You may both sign up for the Patient portal, but you are required to have separate email addresses.  This will ensure a secure and confidential account for each of you.  We do not recommend that you share your user name or password with anyone.


Can I access my child’s information through the Patient Portal?
Not at this time. We are exploring the possibility of allowing parents to access their children's accounts, as well as the possibility of accessing your parents' accounts. We will notifiy you if this changes.


Can teens use the Patient Portal?
You must be at least 18 years old to participate in the portal.


Can I choose how I wish to be contacted for different types of notifications?
You may contact your provider's office at any time to update your preferred method of contact. However, if you communicate to the office through the Patient Portal, you will receive a response back through the Portal.


Can I request appointments or send messages regarding someone other than myself?
No. Please do not send messages about another person through your Patient Portal account. Messages sent through the portal will file directly into the chart of the person named on the portal account. If you would like to correspond with us regarding your child or other person you have legal guardianship over, you will need to call the office.


How soon can I expect a response back from my physician’s office?
We will do our best to respond to your request promptly, but please allow 2-3 business days for responses. Offices are closed on the weekends, so we are not able to respond on Saturdays, Sundays and holidays.



Medical Record Questions

What information can I see in my record?
Along with your personal and insurance information, you will see your medication list, allergies, lab results, immunizations and vital signs.


Why can’t I see all my test results in the Patient Portal?
Your test results must be signed off by your provider in order for them to appear on your Patient Portal account. Only test results which are considered appropriate for release will be accessible. Generally speaking, tests of a very sensitive nature may not be released through the Patient Portal.


Where can I find my lab results?
At the top of your portal home page, click the tab labeled My Medical Record. On the left, you will a see a column containing the available types of information. Click on Lab Results. If you do not see what you are looking for, you may request results. To do this, go to the tab labeled I Want To... and select Request My Test Results.


I have a Patient Portal account but I can’t see my medical records. Why?
The most likely answer for this is that you have not linked your portal account to your medical record. If you look at the very top of the portal page and see Verify My Account that means you have not linked to your medical record. You will need a PIN from your providers office in order to verify your account. Click here to learn more.


Can I reschedule an appointment through the Patient Portal?
Yes- Our policy is that you will need to contact us within 24-48 hours if you are unable to keep your scheduled appointment. If your appointment is cancelled with shorter notice, your insurance may be billed and you will responsible for related copays or deductables.


Can I edit my insurance information?
If your insurance information needs to be updated, please call your provider's office. The staff will assist you in updating your medical record.


How do I order a medication refill on the portal?
On the home page, there is a box in the upper right corner labeled Refill Your Medications. Click the link to begin. You may also access this feature from the home page by clicking the tab labeled I Want To… and selecting Request a Medication Refill.


Why can’t I view all my Providers in the Medical Group?
All Mid Coast Medical Group providers who use electronic medical records can be viewed on the Patient Portal.


Why can’t I request appointments for some of my Providers?
Your health is our top priority. In some offices, it is in your best interest if appointments are made by phone, in person or through a referral from your primay care provider.


Some of the information in my medical record is wrong. How do I correct this?
If you see something that you feel may be wrong- make note of it so that you may discuss it with us at your next visit. If you have an active Patient Portal account, feel free to inform us of needed changes by sending us a non-medical message.


Why can’t I see my hospital medical records?
You are accessing the Patient Portal for Mid Coast Medical Group. If you have received care at Mid Coast Hospital recently, you may consider accessing the Mid Coast Hospital Patient Portal.



Technical Questions

Can I access the patient portal using my smartphone?
Yes and No. There is not a specific smartphone app that you can download from an app store. However, you can access it on your smartphone if you have an internet browser, by just browsing to the portal site. We expect that in the near future you will be able to access the portal via a specific app for your smartphone.


What internet browsers are supported with the Patient Portal?

The Patient Portal supports the following Web Browsers:

- Internet Explorer (Windows only)

- Google Chrome (Windows, Mac, Linux)

- Firefox (Windows, Mac, Linux)

- Apple Safari (Windows, Mac)


Who can I contact if I have trouble accessing the Patient Portal?
You may contact your providers office. A staff member will walk you through the process of linking your portal account to your medical record.


How secure is the Patient Portal?
When using the Patient Portal, all communications between you and your physician's office are carried over a secure, encrypted connection. This secure connection utilizes industry standard Secure Socket Layer (SSL) 128-bit encryption to ensure secure data transmission as well as server-side digital certificate authentication. To prohibit unauthorized access, all medical information is stored behind our firewall in our electronic medical record system.


PLEASE NOTE: It is extremely important that you keep your username and password in a secure location and completely confidential. Please DO NOT SHARE your login information with anyone. Your username and password are specific to you and your secure account on the portal. It is your responsibility to prevent disclosure of your username and password and to change them if you feel that your security has been compromised.


What is your privacy policy?
Download our privacy policy here. You may need to download and install Adobe Reader to view our privacy policy.


Why do I get "Access Denied" when I try to send a message?
The most likely answer for this is that you have not linked your portal account to your medical record. If you look at the very top of the portal page and see Verify My Account that means you have not linked to your medical record. You will need a PIN from your providers office in order to verify your account. Click here to learn more.


Do I need a paid subscription to use the UpToDate Trusted Medical Info?
No. The UpToDate site displays information that may seem to indicate you need a subscription, but you do not. There is plenty of free medical information on the site that does not require a subscription.