My Premise Health Frequently Asked Questions

Enrollment Questions
What is My Premise Health?
Is there a fee to use My Premise Health?
How do I sign up?
Who do I contact for TECHNICAL SUPPORT?
Your Medical Record
When can I see my test results in My Premise Health?
Why are certain test results not shared electronically via My Premise Health?
If some of my health information on My Premise Health is not correct, what should I do?
If I send a message to my doctor, when can I expect a reply?
My Premise Health For My Family
Can I view a family member's health record in My Premise Health?
Can I ask questions regarding a family member from my My Premise Health account?
Can my spouse and I share one My Premise Health account?
After I Have Enrolled
I forgot my password. What should I do?
Can you send me a new activation code as I have lost it, let it expire or did not receive it?
Where can I update my personal information (e.g., home address, e-mail or change my password)?
Technical Questions
How is My Premise Health secure?
What is your privacy policy?
I was logged out of My Premise Health, what happened?
What do I need to use My Premise Health?
My activation code does not work, what should I do?

What is My Premise Health?

My Premise Health offers patients personalized and secure on-line access to portions of their medical records. It enables you to securely use the Internet to help manage and receive information about your health. With My Premise Health, you can use the Internet to:

  • Request medical appointments.
  • View your health summary from the My Premise Health electronic health record.
  • View test results.
  • Request prescription renewals.
  • Access trusted health information resources.
  • Communicate electronically and securely with your medical care team.
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Is there a fee to use My Premise Health?

My Premise Health is a free service offered to our patients.

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How do I sign up?

Patients who wish to participate will be issued a My Premise Health activation code during their clinic visit. This code will enable you to log in and create your own username and password. If you were not issued an activation code, you may call your primary care clinic to get one or ask to sign up during your next office visit.

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Who do I contact for TECHNICAL SUPPORT?

You may email mypremisehealthsupport@premisehealth.com. Please provide a phone number which you may be reached at. Support hours are M-F 6 am – 7 pm CST.

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When can I see my test results in My Premise Health?

Your test results are released to your My Premise Health account after your physician has reviewed them. This is generally within 1-12 days.

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Why are certain test results not shared electronically via My Premise Health?

Your provider is able to determine which types of test results are able to be accessed through My Premise Health. Further, tests of a very sensitive nature are not released to My Premise Health.

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If some of my health information on My Premise Health is not correct, what should I do?

Your My Premise Health information comes directly from your electronic medical record at your doctor's office. Ask your doctor to correct any inaccurate information at your next clinic visit. Your health information is reviewed and updated in your electronic medical record each visit.

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If I send a message to my doctor or nurse, when can I expect a reply?

You will generally receive an answer within 1-3 business days. Please note that My Premise Health should not be used for urgent situations. Please contact your medical center if the situation requires immediate attention or dial 911 if it is an emergency.

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Can I view a family member's health record in My Premise Health?

Yes you can. This is called Proxy access and allows a parent (or guardian) to log into their personal My Premise Health account, and then connect to information regarding their family member. Complete a Proxy Consent Form and return it to one of our medical facilities to request access to this convenient service.

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Can I ask questions regarding a family member from my My Premise Health account?

My Premise Health offers direct access to your personal health record and communicating about another individual's information would be placed in your health record. This information would not appear in the correct health record and could potentially jeopardize medical care.

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Can my spouse and I share one My Premise Health account?

No, due to the sensitive nature of medical information, each adult must sign and submit a Release of Information request and establish their own My Premise Health account.

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I forgot my password. What should I do?

You may click “Forgot Password” link on the sign-up page to reset your password online. You may also contact My Premise Health Support by emailing mypremisehealthsupport@premisehealth.com. Please provide a phone number which you may be reached at. Support hours are M-F 6 am – 7 pm CST.

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Can you send me a new activation code as I have lost it, let it expire or did not receive it?

You may contact your health center by phone or by email at mypremisehealthsupport@premisehealth.com. Please provide a phone number which you may be reached at. Support hours are M-F 6 am – 7 pm CST.

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Where can I update my personal information (e.g., home address, e-mail or change my password)?

Log into My Premise Health and from the left menu, go to the Preferences section and select the appropriate option.

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How is My Premise Health secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure activation codes, personal usernames, and passwords. Each person controls their password, and the account cannot be accessed without that password. Unlike conventional e-mail, all My Premise Health messaging is done while you are securely logged on to our website.

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What is your Privacy Policy?

My Premise Health is owned and operated by My Premise Health and is fully compliant with federal and state laws pertaining to your privacy. Your name and e-mail address will be treated with the same care and privacy given your health records and will never be sold or leased by My Premise Health.

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I was logged out of My Premise Health, what happened?

We aim to protect your privacy and security of your information. While logged into My Premise Health, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out of My Premise Health. We recommend that you log out of your My Premise Health session if you need to leave your computer for even a short period of time.

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What do I need to use My Premise Health?

You need access to a computer connected to the Internet and an up-to-date browser (such as Internet Explorer).

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My activation code does not work, what should I do?

For your security, your activation code expires after 14 days and is no longer valid after the first time you use it. If you still have problems, you may contact your health center by phone or by email at mypremisehealthsupport@premisehealth.com. Please provide a phone number which you may be reached at. Support hours are M-F 6 am – 7 pm CST.

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