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Troubleshooting/FAQ- Patient Portal

Answers to the most common questions

Updated over a week ago

What is Arya’s Patient Portal?

The patient portal is a two way encrypted Patient Health Record that allows the clinic to share confidential information securely with you.

After you create your account, you will be able to view, download and print documents shared by your healthcare provider.

Is the Patient Portal secure?

A patient portal has privacy and security safeguards to protect your health information, such as encrypted password-protected logins. Although the patient portal follows PIPEDA and provincial privacy and security legislation requirements, you should follow standard internet safety guidelines when using the Patient Portal.

πŸ“– NOTE Remember to protect your username and password from others and make sure to log in from a personal or secure device.

Close your browser and clear your cache after each use of the Patient Portal.

I have forgotten my username, how can I retrieve it?

At this time, you will have to contact your healthcare provider and ask for the email you have on file with them.

I have forgotten my password, how can I retrieve it?

Click on Forgot Password on the login page or click here to reset your password. You will receive an email with a link and instructions on how to create a new password. Click on the link in your email and follow the instructions.

My username or password is not working, what do I do?

πŸ“– NOTE All login information such as username and password is case sensitive. Make sure that you enter the information in the same case you created your login. If you still cannot log in, connect with your provider for assistance to help with your username and password link.

I have a new email address, how can I change it?

Contact your healthcare provider and let them know that your email address has changed. They will update your patient portal email address in your chart. Once updated, you will start receiving notifications to your new address and you can access the portal with your new id.

πŸ“– NOTE You may need to re-create the patient portal account with your new address.

Can I access the Patient Portal account from my mobile device?

Yes, you can access the patient from your mobile.

πŸ“– NOTE Google Chrome is the preferred browser and must have Adobe Acrobat installed or another PDF viewer on your device.

Why can't I view my documents on my mobile device?

If you are using a mobile device to access your Patient Portal, you must have Adobe Acrobat installed or another PDF viewer on your device to view the documents. Make sure your device and all your applications are up to date.

Google Chrome is the preferred browser.

My significant other and I share the same email address, can we use the same email address for our Patient Portal?

You cannot share an email address with another patient at this time. Each patient must have their own email address to create their patient portal account.

When can I see my test results using the Patient Portal?

You can view your test results when your healthcare provider shares the Result document with you.

πŸ“– NOTE You will also receive an email notification whenever your provider shares any file with you.

Can I view or send messages to my provider using the Patient Portal?

At the present time, this feature is not available on the Arya EHR Patient portal.

Can I request a prescription refill using the Patient Portal?

At the present time, this feature is not available on the Arya EHR Patient portal. You may request a prescription refill from your clinic directly and can print and download the prescription from the patient portal once your provider shares the prescription with you.

Do I need any special computer equipment to use the Patient Portal?

No. You can access your information through the Patient Portal from anywhere on the internet. You can log in using a desktop or laptop computer, a smartphone, or a tablet.

πŸ“– NOTE: Google Chrome is the preferred browser.

Can I change or update my password?

Yes. After logging in to the Patient Portal account, navigate to the Change Password page from the top right-hand corner of the Patient Portal. First, enter your current password to verify you are the authorized user, then enter your new password.

πŸ“– NOTE: Your password must be at least 8 characters long, have one upper case letter, one number and one special character.

What is your Privacy Policy?

Arya EHR complies with all legislation regarding the privacy of patient records. This includes but is not limited to the Personal Information Protection and Electronic Documents Act (Canada), the Personal Information Protection Act (British Columbia), the Personal Health Information Protection Act (Ontario) and the Health Information Act (Alberta).

How can I print or download the Shared documents?

Please follow the steps in the article (click the button below) to view, open, print and download the documents.

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