How do I troubleshoot Patient Fusion login issues?

Designating Permissions 
All users have the ability to invite patients to access the patient portal. However, an administrator can restrict a user's ability to invite patients at any time from the EHR Settings under Patient communications. For more information on restricting patient portal invite permissions, please see: Which users can invite patients to access the patient portal?



For step by step instructions on enrolling patients in the Patient Portal, please click here: How do I enable a patient in patient fusion?

FAQs

What if a patient loses their enrollment PIN? 
In the event that the patient loses their PIN, you may access their PIN within their chart. To do this, open the patient's chart and select Invite to patient portal from the Actions drop-down menu. Alternatively, click on the Patient Portal enrollment status at the top of their chart. Their PIN will be listed under the Access Code column.

How do I disable or re-enable a Patient Fusion account? 
If a patient needs to have their patient portal account reset, you can temporarily disable and re-enable the account. To do this, select Invite to patient portal from the Actions drop-down menu.  Alternatively, click on the Patient Portal enrollment status at the top of their chart. Then, click Cancel invite or Revoke Access. You can then re-enter the patient enrollment information and click Invite to patient portal to generate a new email messages and patient PIN.

What are Patient Fusion's system requirements?
You can view the system requirements for Patient Fusion here.

What if the patient is unable to locate their enrollment email? 
Patients will need their enrollment emails in order to setup their Patient Fusion Health Center accounts. Ask the patient to check their SPAM folder, as these messages may route to that location. Additionally, they may try adding healthrecords@patientfusion.com to their Safe Senders list. In the event that the initial email was blocked, you can resend the registration email after they've added healthrecords@patientfusion.com to the Safe Senders list. To resend an invitation, click the Actions button in the patient's chart and select Invite to patient portal. Alternatively, click on the Patient Portal enrollment status at the top of their chart. Click Resend invite under the Patient portal status column. 

My patient has visited www.patientfusion.com but is unable to create their account. 
The patient portal account must be created directly from the enrollment email that is generated upon selecting Invite to patient portal in the patient chart. The patient will not have the ability to create an account without first accessing their enrollment email. 

My patient has already created their patient portal account, but is having difficulty logging in. How can I assist them?
If a patient with an account is experiencing login difficulty, you can help them using the troubleshooting steps here: How can I help a patient troubleshoot patient portal login issues?

Patient Fusion

  1. Using Patient Fusion to connect with and engage your patients
  2. How do I get a Patient Fusion Online Scheduling Profile?
  3. Online Appointment Booking Page FAQ
  4. Why don't I see my name in search results for Patient Fusion's Online Booking Page?
  5. What is Patient Fusion (patient portal)?
  6. How do I enable a patient in Patient Fusion (patient portal)?
  7. What information is shared in the patient portal (PHR)?
  8. How do I troubleshoot Patient Fusion login issues?
  9. How does patient portal auto-invite work?
  10. What is Patient Intake (Online Check-In)?
  11. Which users can invite patients to access the patient portal?
  12. How do I turn off my Online Profile or Online Appointment Booking?
  13. What screenings, interventions or assessments are shared with the patient?
  14. Where can I get the Online Patient Fusion Profile URL?
  15. How do I embed appointment booking on my website?
  16. How does a patient register for their Patient Fusion portal (PHR)?
  17. How can I help a patient troubleshoot patient portal login issues?
  18. I need help with the Patient Fusion portal
  19. How do I give a patient or their family/caregivers access to the patient portal?
  20. How do I revoke a patient's access to the Patient Portal?
  21. How can patients send a message to their provider?
  22. How soon will available appointments update on my Online Profile?
  23. How do I process patient appointment requests?
  24. What information can I share with patients from an encounter?
  25. What is search engine optimization (SEO)?
  26. How does my patient link their Patient Fusion account to an existing account?
  27. How do I disable auto-invite?
  28. What if a patient receives an access error when viewing their patient portal?
  29. What can I do if some patients are not receiving PHR enrollment emails?
  30. How do I create Patient Intake (Online Check-In) Templates?
  31. How do I process Patient Intake (Online Check-In) Forms?
  32. How do I set up a cancellation policy for my Online Booking Page?
  33. How can a patient book an appointment online?
  34. How does a patient fill out the Patient Intake (Online Check-In) Form?
  35. How do I process Online Appointment Booking reschedule and cancellation requests?
  36. What are the System Requirements for Patient Fusion?

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