What is the RelayHealth service?
RelayHealth is a Web-based service through which providers and patients can communicate securely. This service supplies providers with an interactive Web site where patients can initiate a webVisit® consultation, receive preventive care reminders, send a note to the provider's office, request prescription renewals and refills, request lab or test results, and request appointments. Patients may also securely store and manage their Personal Health Record information including health conditions, allergies, immunizations, hospitalizations, office visits, and their family health history.
Is this service secure?
This service uses a high level of security to protect the privacy and confidentiality of healthcare information transmitted through its provider-patient messaging service. Unlike e-mail, which relies on multiple file servers distributed across the Internet, we use a single, centrally managed, secure database for all provider-patient communications. All messages are delivered to a Web browser using 128-bit, secure-socket layer encryption. To prevent others from viewing your private information, you should always log out after using this service.
How is this service different from regular e-mail?
These messages differ from regular e-mail because they are securely and confidentially transmitted. They employ clinical guidelines and algorithms to support the interaction between provider and patient. All RelayHealth messages provide an audit trail enabling provider and patient to view the entire message history.
How will I know if I have a message waiting for me at this site?
You will not receive a RelayHealth e-mail address. Rather, you check your messages by signing in to your password-protected Home page. When a message is delivered to your inbox, we will immediately send an e-mail to your preferred e-mail address (the e-mail address you provided when registering) notifying you of a waiting message, and providing a convenient link to this service.
I forgot my User ID or my Password. What should I do?
If you have forgotten your User ID or Password, simply click the "Forgot your User ID or Password?" link on the sign in page and follow the simple and secure process to retrieve your sign in information. You can also call Customer Support at 1-866-RELAY-ME (1-866-735-2963) for assistance.
What type of hardware and software is necessary to run this service?
This service requires only a connection to the Internet and a Web browser. You can run this service using either a PC or a Macintosh computer and supported browsers include:
- Microsoft Internet Explorer 8 and 9 - latest version
- Firefox - latest version
- Safari - latest non-beta version
- iPad 1 Safari iOS 5.x - latest non-beta version (supported for providers and authorized staff member users only)
How can I obtain a supported browser?
Why does RelayHealth have supported browsers?
RelayHealth aims to provide users with a superior online experience, built on the latest browser standards and Internet security. Supported browsers ensure that your data is protected by the latest security measures and that every feature works as designed.
Can I use RelayHealth without a supported browser?
We highly recommend that you update your browser before logging in. We will not intentionally stop you from using RelayHealth; however, we cannot guarantee that your browsing will work successfully without a supported browser.
Are there operating systems that should not be used with RelayHealth?
Yes. For security reasons, we do not recommend browsing while using Mac OS 9 or Windows 95 as your operating system. These operating systems do not protect against the latest security issues.
When will you officially support the beta or early release version of my browser?
We update our supported browsers after they are officially released by browser publishers. There may be a slight delay as we test our product with the new browser and we train our internal support teams.
Internet Explorer 7
- Select Internet Options from the Tools menu.
- Select the Security tab.
- Click the Custom Level... button. The Security Settings dialog box will pop up.
- Scroll down to the Scripting category. Click Enable Active Scripting.
- Click OK twice.
- Click the Internet Explorer Refresh button.
- Select Options from the Tools menu.
- Click the Content icon.
- Click OK.
- Click the Firefox Reload icon.
- Select Preferences from the Safari menu.
- Click the Security icon.
- Close the Preferences window.
Have you previously registered with this service?
To use this service, you must have previously registered and obtained a User ID and a Password. You may have received an email invitation from your provider to use this service; however, registration is not automatic. To sign up, click the Register Now or Register As A New User links.
Is your User ID your e-mail address?
When you register, you provide us with an e-mail address. That e-mail address becomes your User ID, although you can change it to something else. Try entering your e-mail address as your User ID if you aren't sure if you changed the User ID.
I forgot my User ID or Password. What should I do?
If you have forgotten your User ID or your Password, simply click the "Forgot your User ID or Password?" link and follow the simple and secure process to retrieve your sign in information. Or call Customer Support at 1-866-RELAY-ME (1.866.735.2963) for assistance.
Are cookies disabled in your Web browser?
Turning off your Web browser's ability to store cookies may cause difficulties when you sign in. Here is how to enable cookies in the browsers supported by RelayHealth.
- Choose Tools >> Internet Options.
- Click the Trusted Sites icon, then click the Sites... button.
- In the Add this Web site to the zone field, enter:
(Don't forget the https://)
- Click OK.
- Choose Tools >> Options >> Privacy.
- Click the Cookies tab.
- Check Allow sites to set Cookies
- click the Exceptions button.
- in Address of web site, enter:
(Don't forget the https://)
- click the Allow button.
- click the Close button.
- Click OK
- Choose Preferences >> Security .
- Under Accept Cookies:
- Click Always, OR
- Click Only from sites that you navigate to
Can I add a family member to my account?
Yes. Add a family member if you are legally responsible for communicating with his or her providers. Once you've established your account in this service, you may add one or more family members to your primary account. In general, adding a dependent means adding a parent or child so that you can establish online messaging relationships and a personal health record on the dependent's behalf.
Please note that some providers will not allow dependents to be added to a primary account. For example, a practice may not accept adding a dependent who is over the age of 18. In other cases, state law determines the age at which a patient must register for a primary account rather than having a dependent account connection to a primary account. We recommend contacting your providers to confirm that adding a dependent to your primary account falls within their online messaging policies and state legal requirements before adding a dependent to your primary account.
How do I add a dependent family member to my primary account?
At the center of your Home page, under the Reminders section, click Add a Family Member. You can also access this workflow from the Health Records area. Click the Health Records tab on the global navigation bar, then select Add a Family Member from the options on the left.
Complete all required fields in the Setup Wizard. Required fields have a red asterisk. You may optionally enter additional information such as alternate contact information, health plan and guarantor information, etc. The service will pre-populate the Address information of the Setup Wizard form with the address information associated with your account. If this address information is not correct for the family member, please edit the entries before saving. Click Save, and at the bottom of the form, click I’m Finished Adding Patients.
To communicate with a provider on the dependent’s behalf, below the family member's name, click the Add Provider for link to search for and select a provider. If you do not want to add a provider for this family member, click Edit Setup instead.
My spouse and I share responsibility for my dependent family member's healthcare communication and decisions. Can we both access my dependent family member's information through this service?
The dependent family member's health information will be tied to your or your spouse's RelayHealth account, but not both. The service does not allow for dual access to the dependent record at this time.
How do I change my User ID?
You can change your User ID at any time by clicking the Change Your User ID link on your Home page. Enter your new preferred User ID (there are no special restrictions on format at this time), and click Save. Use the new User ID the next time you sign in to this service.
How do I change my password?
You can change your password at any time by clicking the Change Your Password link on your Home page. Enter your current password, your new preferred password, and then re-enter the new password for verification. Click Save. Use the new password the next time you sign in to this service.
Are there any restrictions on passwords?
Yes. Having a strong password helps to protect your data. You can specify a password between 6 and 32 characters (letters, numbers, or symbols). The password may not include a space or greater/less than symbols (< >). Additionally, do not use your first name, last name, User ID, security question answer, a common word, or a previously used password.
How do I change my Security Questions?
You can change your Security Questions at any time by clicking the Change Your Security Questions link on your Home page. Enter your password for verification, then select three security questions and answers. Click Save. The service uses these security questions to complete the Recover My Password workflow through the “I forgot my User ID or Password” link on the login page. If you previously did not have three security questions answered, the service will prompt you to answer three questions on your login to the application.
Are there any requirements to use My Regional West?
You must be 19 years or older, have a valid Social Security number, and be a patient of Regional West Health Services (Physicians Clinic, hospital, or had an emergency department visit).
Are there any fees for using My Regional West?
There is no charge to patients.
Does every Regional West Health Services patient automatically have My Regional West?
You may decline access to your My Regional West account if you do not want it; however we strongly encourage all patients to sign up for this free service.
Will my clinic physician contact me through My Regional West?
Your physician will not try to contact you through My Regional West. If you sent a message through the secure messaging area, your healthcare team will respond with a message to your account.
Whom do I call if I have questions about test results I see in My Regional West?
If you had a hospital stay or visited the Emergency Department: Please call your primary care provider or specialist who cared for you during your stay who also works in a clinic, such as an orthopeadic surgeon. If you had the tests done during an appointment in the clinic: Please call your physician's office.