Frequently asked questions – [email protected]

Answers to frequently asked questions (FAQs) about the patient portal

Please note that additional FAQ answers and support are available once you have logged into [email protected]

If you need general help using the portal, this 3-minute tutorial video might help.

Spanish speakers: An option inside the portal allows you to change the portal framework and navigation to Spanish. Note, however, that results and clinic notes are only available in English.

What is the [email protected] patient portal?

The [email protected] patient portal is a convenient and secure health-management tool you can use anywhere you have access to the Internet. Through the portal, you can:

  • Request a prescription renewal from your Graves-Gilbert team.
  • View your test results.
  • View your health care record.

What is included in the medical record?

The [email protected] patient portal includes a view of clinical data from your Graves-Gilbert Clinic electronic medical record. This includes:

  • Clinical summaries.
  • Medications you are currently taking.
  • Allergies.
  • Immunizations.
  • Lab results.

You may use [email protected] to:

  • Request appointments, prescription renewals and referrals.
  • Get health maintenance reminders.

Even more great features will be added soon including online billing.

Will the portal contain my entire medical record?

The portal will only show records from the Graves-Gilbert Clinic electronic health record.

Can I access the portal on all my electronic devices?

Yes, the portal is mobile-optimized, so you can easily navigate through it on all of your devices. There is also an app available for download that can make it easier to access [email protected] from your devices. There is no charge for the apps.

Download the Portal App for Android Devices
Download the Portal App for Apple Devices

How do I sign up for an account?

  • At your next appointment, provide your email address to the registration clerk when you arrive.
  • Within four days, you’ll receive an email with instructions for signing up.
  • Follow the instructions in the email, using either the last 4 digits of your SSN or your four-digit birth year as your invite code.
  • Access the portal through the confirmation email you receive after you register.

We recommend that once you have access, you add the site to your favorites/bookmarks so you can easily return whenever you wish. The address to bookmark is

What do I need to have on my computer to use the portal?

[email protected] requires Internet access and one of the following browsers: Internet Explorer 8.0 or higher; and modern versions of Chrome, Firefox or Safari.

What is my invite code?

Your invite code is the last 4 digits of your social security number or your four-digit birth year. This will be used only once, when you initially sign up.

What if I don’t have a computer?

During your next appointment, ask the friendly staff at Graves-Gilbert to help you get signed up and answer many of your questions.

Who can I contact if I have trouble logging in or accessing the [email protected] patient portal?

If you are having trouble accessing any website on the Internet, call your Internet provider. If you can access the Internet but cannot access [email protected], call toll-free 888-670-9775.  The patient portal support hotline is available weekdays 7am to 7pm and closed all national holidays.

Can my spouse and I use the same email address to request our invitation?

Yes, you can use the same email for your patient portal invitations, but you will need to create separate accounts with unique usernames and passwords.

How old do you have to be to participate in the portal?

[email protected] is open to all current patients of Graves-Gilbert Clinic.  As a parent or guardian of a minor, you may request a proxy invite to manage their electronic health record.

Can my children have [email protected] accounts?

Yes. For children 12 and under you may request a proxy invite.  For children 13 and older, the patient must sign a release form in the Pediatrics department at their next visit.

Can I use my smartphone or tablet to sign up?

Signing up for the portal must be done on a laptop or desktop computer, but once you have an account an app is available for your smartphone or tablet.

Where do I get the app?

Click the link that fits your device:

Download the Portal App for Android Devices
Download the Portal App for Apple Devices

Portal contents/usability

What if I have questions about my medical information in the portal?

If you have questions about any of the results or clinical information in your personal record, or if you suspect a mistake has been made, contact the appropriate provider’s office directly. If you don’t have the contact information, call 270-781-5111 and you will be transferred to the provider’s office.

How do I view my lab results?

Once signed on to the portal, choose My Health near the top.  From the drop down menu listed, choose results.  Here you will see a list of lab results with most recent results listed near the top and older results below.

What lab results can I view in the portal?

You can view all of your lab results. Results will be available on the portal approximately three days after they are verified by your provider’s office. Note that radiology reports will not be available on the portal.

Sending and receiving messages through [email protected]

How do I check my messages?

After you log in to the [email protected] patient portal, you begin at the home page. Select “Inbox” from the top navigation bar. This will take you directly to your inbox. Click on the received message you would like to view.

How will I know when I have a new message?

When a new message arrives in your [email protected] patient portal inbox, an email alert will be sent to the email address you provided when you set up your account. If your email address changes, update it in the portal and please remember to notify your provider’s office, too.

Why am I not receiving email alerts?  How do I update my email address?

You can confirm your email address for notifications or change your email address by completing the following steps:

  1. Open your patient portal account.
  2. Click “My Account” on the top right of the screen.
  3. Click on “Notification Preferences.”
  4. Delete the email listed in the “Contact Information” box.
  5. Enter your new email address for notification of patient portal messages.
  6. Click “Update.”

A notification that your email was updated will appear. Notifications regarding [email protected] patient portal messages will be sent to the newly listed email address.

Note: The above process does not update the email address you have on record with Graves-Gilbert Clinic. Please call your provider’s office to update your records with a new email address or notify the registration clerk at your next visit.

Can I send a message to a provider?

Yes, please allow up to 2 business days for a response.  If you have an emergency, please call the office directly or 9-1-1.

Can I request my first appointment with my new primary care physician or specialist using [email protected]?

Unfortunately, no. Even if you already participate in the portal, you need to see a provider face-to-face before you can access that person within [email protected] After your first visit with a participating provider, your provider’s name will appear in your [email protected] provider list and you will be able to use the portal to request appointments and prescription renewals.

How do I request a medication renewal?

Through the [email protected] patient portal, you can request a medication renewal. Start by clicking on “My Health” from the top navigation bar.

  1. The Clinical Record Summary page will appear.
  2. Under the “Medications” heading you can select “Renew” or select “Medications” on the left navigation panel and select “Renew” if available.
  3. Enter your provider’s name in the “To” search box.
  4. Select the appropriate provider from the dropdown list that appears.
  5. Select which prescription(s) you would like renewed.
  6. Select the best way to contact you if the provider has questions.
  7. Select the pharmacy where we should send your prescription.
  8. Add any additional comments.