PortalFAQ

What is a patient portal?
A patient portal is a secure online website that gives you convenient 24-hour access to your personal health information and medical records. It’s known as your electronic health record or EHR. Use on any device with an Internet connection.

How do I get access to a patient portal?
To enroll in the new Health E Life portal
please call 802-334-4192 or email: patientportal@nchsi.org and the patient portal help desk will verify your information and send you an enrollment link or your health care providers can provide you with instructions to set up your account. There may be a couple of steps involved, including creating a secure password to make sure that only you have access to your health information. Once your account is set up, you’ll be ready to conveniently access your health information and medical records.

Will my past history of medical information be available on the new Patient Portal?
No, only health information gathered on or after May 16, 2022, will be available on your Patient Portal. HealtheLife is part of North Country Hospital’s new electronic medical system called Cerner. Because it is a new system, only the information gathered after installation will appear. While information prior to May 16, 2022, is stored in your hospital medical record, your Patient Portal will display information added after the creation of the portal.

What if I forget my NCH Patient Portal Account username or password?

• Visit the Patient Portal and click either “Forgot My Username” or Forgot My Password” to reset.
• You can also call Cerner Consumer Care at 877-621-8014 for patient portal and HealtheLife app assistance.

Can a parent see their minor child’s patient portal?
Yes, you will have access to your child’s health information through the Patient Portal from birth through 12 years of age if a pediatric minor proxy form has been completed. When a child turns 12, access is changed to billing only.

Can my spouse and I share one HealtheLife account?
No. Due to the sensitive nature of medical information, each adult must establish his or her own account in North Country Hospital’s HealtheLife.

When will labs be available to patients in the patient portal?
Your test results are released to your account once they have been finalized. This typically takes about three days.

Can I request an appointment using the Patient Portal?
Yes, for services that do not require a physician’s order you can request an appointment in the Appointments section. Simply choose the “Schedule a New Appointment” link and follow the prompts. Appointment requests may only be used to schedule wellness visits with North Country Hospital Practice providers and mammograms.

Once you make an appointment request, it will not show on your portal until the appointment has been scheduled by your medical team. Once the appointment has been scheduled, you will see the appointment listed under “View upcoming appointments.” You will also receive an e-mail notification that your appointment has been scheduled if you have your settings configured to receive email notifications.

What if I have technical problems with the Portal?
No matter what your problem is, there is lots of help available. You can find assistance by calling 802-334-4192
or email: patientportal@nchsi.org.