My Health FAQs

Patient Portal Frequently Asked Questions

General Questions

What is a patient portal?

In general terms, a patient portal is an online service that provides personalized and secure 24×7 access to portions of your health records. By using a username and password known only to yourself, you can access your health information beyond regular clinic hours. Here are just some of the things you can use your patient portal at Health Services for:

  • Communicate securely with your health care team.
  • View and download your clinical visit summary from your electronic health record.
  • View and download your financial summary for each visit.
  • View and download most test results.
  • Complete required forms prior to your upcoming visit to the health center.

What about medical emergencies?

The patient portal is for non-emergency use only; Health Services does not monitor the patient portal during non-business hours.  If you are experiencing a medical emergency, or need immediate medical attention call 911 or visit your local emergency room. The patient portal is not to be used for any situations requiring immediate attention from one of our healthcare professionals.

What fees are associated with the patient portal?

This service is included free of charge to all patients that have visited Health Services at least once, and have a signed portal consent form on file with us.  Note, data and usage rates from your internet service provider, or cell phone carrier may apply.

Can I send an email directly to my doctor?

In order to protect your privacy, Health Services only communicates electronically through the patient portal and no longer uses standard email to send or receive messages regarding your care. In some cases, your provider may wish for you to reply directly to the secure message they send you, the patient portal provides a secure messaging system that prevents any of your information from being compromised. If you have any questions about this policy, please contact us at (208) 426-1459 and ask to speak with our HIPAA Privacy Officer.

Can I make a payment via the patient portal?

We do not accept online payments at this time.  Also keep in mind, we will we never ask you to send payment information via e-mail.  For any payment or billing related questions, please contact our Health Insurance and Billing Office during normal business hours at (208) 426-5618.

What happens to my account after I graduate?

If you are a student and you’ve had a recent visit with Health Services, your username and password can be managed by visiting my.boisestate.edu > click login > and then click reset/create password.  Since the patient portal uses the same username and password you establish for your Boise State University login, you will be able to login to the patient once you’ve reset your login information.

  • For assistance with your username and/or password, contact the Office of Information Technology (OIT) at (208) 426-4357.
  • For any other questions not related to your username or password, please contact Health Services at (208) 426-1459.

I’m an employee separating from the university, will my records remain active?

Employees separating from the university with emeritus status will keep a permanent account on the Boise State domain, similar to a student account.  If you were a patient at the health center, and you would like access to your records, please contact us at (208) 426-1459 and we may be able to either grant you temporary access to your health records, and/or we can perform a records release in accordance to our records release policies.

Your Online Health Record

How do I tell if my secure message has been read?

Once you’re logged in to the patient portal, from the top toolbar, choose Messages > View Messages, once a message has been read, a date/time stamp will be applied in the read column.  If it doesn’t look like your message has been read, hang in there, we’ll make every reasonable effort to respond to you within 2 business days.

How soon will my health information be available on the patient portal?

Under most circumstances, your health information will be available as soon as you check out from your appointment.  Please note, most lab results may take up to 72 hours before they are available on the patient portal.

Why is some of my health information missing?

Due to the sensitive nature of some tests, state laws and professional codes of conduct, not all of your health information such as information about you mental health visits, or sensitive lab results such as HIV tests may be available on the patient portal.  Also note, in some cases, your provider may prefer to speak with you directly instead of publishing the test results to your patient portal.

How do I request a medication refill?

If you need refills on your medications, please contact your pharmacy and have them send us a refill request. Alternatively, you can call the clinic and speak to the nursing staff to inquire about refills. You can reach the office at (208) 426-1459.

How do I print out my receipt?

Once you’re logged in to the patient portal, click on Appointments > My Visits then click on the Previous tab.  If a charge was applied during your visit, you will see a “receipt” link in the documents column of that appointment.

Online appointment scheduling?

We do not offer online appointment scheduling at this time. Please call us at (208) 426-1459 if you’d like to schedule, cancel, or make a change to an upcoming appointment.

Is my information accessible to other clinics and doctors I’ve seen?

Only the medical records that were created, maintained and stored by Health Services is available on the patient portal.  Please contact your other providers’ office(s) to inquire whether they offer a patient portal at their institution or practice.  If you have outside records that you would like to become a part of your permanent health record while here at Boise State, please use the Document Upload module available on the patient portal, once we have reviewed your document we will include it as part of your permanent health record at Health Services.

Privacy and Security

Can other healthcare institutions view my record?

It’s important to note that your health record is kept private and secure and is not something people can openly look at. They need to be actively caring for you and have your permission to view your record. The only exception might be if you are unable to give consent for some reason, such as being unconscious, and/or a member of staff deems it clinically necessary to access your record if you pose the threat of harm to yourself or others. The bottom line is that you control who accesses the information in your health record, no one can view your record without your authorized and written consent. If you have additional questions, please give us a call at (208) 426-1459 during our normal business hours and ask to speak with our HIPAA Privacy Officer. For more information about how we protect your privacy, view our Notice of Privacy Practices (pdf).

How do I grant access to my parents so they can view my account?

Due to the type of sensitive information contained within your account, we do not currently offer the ability to add a proxy designation to your account.  For privacy reasons, we strongly recommend that you keep your username and password private and confidential.  For additional information about password privacy, please see Password Privacy.

Can my spouse and I share the same account if we’re both patients?

Since your patient portal account only provides access to your medical records and health information, each user must establish their own individual account.

How can I ensure that my session is secure?

While we ensure that your session is secure by implementing the specified administrative, technical, and physical security safeguards, there are a few steps that you should take to ensure that your session is secure. The first is to verify that your browser is connected using an https:// connection, each different browser denotes this in a different way. We also recommend if you do not own, or have direct control over the computing device you are using that you turn on some form of “private browsing” such as incognito mode to keep your personal health information private and that in addition to logging out of your session, that you also completely close your browsing session. Please visit your browser’s help articles for more information about enabling the private feature.Password Privacy.

Why did my session timeout?

While we understand this can pose an inconvenience, we hope you will understand, protecting your privacy and security is our utmost concern.  Any patient portal session which remains in an inactive state for longer than: 20 minutes will be logged out. We recommend that you do not rely on the session timeout, and always log out of your session, and then also close your browser completely once you are finished with your session.

I forgot, or I want to change my password?

If you are having trouble signing in due to a password issue, simply follow the same procedure you would to reset your password by visiting my.boisestate.edu > click on the Log In button > then click on the Reset/Create Password link.

How often does my password expire?

The same username and password that you use to login to Boise State University systems such as BlackBoard and PeopleSoft are used to login to the patient portal, we follow the same password expiration policy which is every 90 days.

What are the password requirements for the patient portal?

Please see the password complexity requirements required by the university below.  Note, we recommend that you create a password that is 8 characters or more in length and uses a character from all 4 of the special conditions group.  Additionally, we also recommend that you never write your passwords down or share them with anyone.

Boise State University Password complexity requirements

  • is at least 8 characters or more in length;
  • does not contain your User name, first name, or last name;
  • has at least one character from 3 of the following 4 groups:
    • uppercase letters (A to Z)
    • lowercase letters (a to z)
    • digits (0 to 9)
    • special characters (~!@#$^&*()_+`-=:;”‘<>?./), except for the percent sign (%) and the space character.
    • is not a password that you have used within the last year.

Technical Questions

Do you offer two-factor authentication (2FA)?

Two-factor authentication (2FA) is not offered at this time but is expected to be available soon.

I'm missing, or am no longer receiving notification email from the patient portal (such as the example shown below)?

Your message has been received and will be answered within the next 2-3 business days. Please note, Health Services is only able to respond to messages during our normal business hours.

Boise State University
Health Services

Occasionally email service provider’s spam filters can send legitimate emails to your spam folder. You may need to check your spam or junk mail folder to be sure that the messages aren’t being mistakenly marked as spam.  If they are, please consult your email client or service’s help articles to unblock the messages.

What are the technical requirements to connect to the patient portal?

The patient portal is designed to be accessible on any computer (PC) or Mac form factor that has internet connectivity and a web browser such as Internet Explorer, Google Chrome, Firefox, and Safari.  Your browser must be configured to accept cookies. Please see Technical Requirements for more information.

What about access for mobile devices?

While there currently isn’t a “mobile” app available, you can still use any web based browser on your mobile device which will provide all of the same functionality as if you were on a desktop session.  Note, Health Services does not charge for mobile use of the patient portal, however, your normal carrier data and usage rates may apply.