My Premise Health Frequently Asked Questions

Enrollment Questions
What is My Premise Health?
Is there a fee to use My Premise Health?
How do I sign up?
Who do I contact for TECHNICAL SUPPORT?
Your Medical Record
When can I see my test results in My Premise Health?
Why are certain test results not shared electronically via My Premise Health?
If some of my health information on My Premise Health is not correct, what should I do?
If I send a message to my provider, when can I expect a reply?
My Premise Health For My Family
Can I view a family member's health record in My Premise Health?
Can I ask questions regarding a family member from my My Premise Health account?
Can my spouse and I share one My Premise Health account?
After I Have Enrolled
I forgot my password. What should I do?
Where can I update my personal information (e.g., home address, e-mail or change my password)?
Technical Questions
How is My Premise Health secure?
What is your privacy policy?
I was logged out of My Premise Health, what happened?
What do I need to use My Premise Health?

What is My Premise Health?

My Premise Health offers members personalized and secure on-line access to portions of their medical records. It enables you to securely use the Internet to help manage and receive information about your health. With My Premise Health, you can:

  • Communicate electronically and securely with your medical care team
  • Manage medical appointments
  • View information about previous visits
  • See and talk to a provider via a Virtual Visit
  • Receive medical care online for common problems
  • View your health summary from the My Premise Health electronic health record
  • View test results
  • Request prescription renewals
  • Access trusted health information resources
  • View and pay your bills
  • Share your Premise Health information with Non -Premise Health provider
  • Link to other healthcare records with the same capability
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Is there a fee to use My Premise Health?

My Premise Health is a free service offered to our members.

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How do I sign up?

Members who wish to participate can sign up by answering a few questions on-line. Simply click on the "Sign Up Now" button.
Members can also request a link be sent to them while at their appointment that will allow them to sign up instantly.

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Who do I contact for TECHNICAL SUPPORT?

You may email mypremisehealthsupport@premisehealth.com. Please provide your full name, a phone number which you may be reached and best time(s) to call with a description of the issue you are having.
DO NOT INCLUDE PASSWORDS OR ANY MEDICAL INFORMATION IN YOUR EMAIL!
Support hours are M-F 6 a.m. – 7 p.m. CST.

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When can I see my test results in My Premise Health?

Many of your test results are released to your My Premise Health account automatically and you may see them prior to your provider's review and some are released after your provider has reviewed them. This is generally within 1-12 days unless the test is considered sensitive.

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Why are certain test results not shared electronically via My Premise Health?

Your provider may be able to determine which types of test results are able to be accessed through My Premise Health. Further, tests of a very sensitive nature are not released to My Premise Health.

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If some of my health information on My Premise Health is not correct, what should I do?

Your My Premise Health information comes directly from your electronic medical record at your provider's office. Ask your provider to correct any inaccurate information at your next visit. Your health information is reviewed and updated in your electronic medical record each visit.

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If I send a message to my provider or nurse, when can I expect a reply?

You will generally receive an answer within 1-3 business days. Please note that My Premise Health should not be used for urgent situations. Please contact your medical center if the situation requires immediate attention or dial 911 if it is an emergency.

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Can I view a family member's health record in My Premise Health?

Yes you can. This is called Proxy access and allows a parent (or guardian) to log into their personal My Premise Health account, and then connect to information regarding their family member. You can request access to your family member's record simply by completing an online form. You may also grant access to another member using a different online form.

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Can I ask questions regarding a family member from my My Premise Health account?

If you have proxy access to your family record, you can ask questions on their behalf from your access to their record. If you do not have proxy access you should request that access before communicating about them through My Premise Health. Any question you ask is added to your own personal health record. Consequently, communicating about another individual's information would be placed in your health record. This information would not appear in the correct health record and could potentially jeopardize medical care for you or your family member.

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Can my spouse and I share one My Premise Health account?

No, due to the sensitive nature of medical information, each adult must have their own My Premise Health account. Once established, you may grant proxy access to each other using the "Grant Adult Chart Access" form from within My Premise Health.

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I forgot my password. What should I do?

You may click "Forgot Password" link on the sign-up page to reset your password online. You may also contact My Premise Health Support by emailing MyPHSupport@premisehealth.com. Please provide a phone number which you may be reached and best time to call. Support hours are M-F 6 a.m. – 7 p.m. CST.

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Where can I update my personal information (e.g., home address, e-mail or change my password)?

Log into My Premise Health and select Settings then Personal Information from the drop down menu.

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How is My Premise Health secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure personal user names, and passwords. Each person controls their password, and the account cannot be accessed without that password. Unlike conventional e-mail, all My Premise Health messaging is done while you are securely logged on to our website.

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What is your Privacy Policy?

My Premise Health is owned and operated by Premise Health and is fully compliant with federal and state laws pertaining to your privacy. Your name and e-mail address will be treated with the same care and privacy given your health records and will never be sold or leased by Premise Health.

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I was logged out of My Premise Health, what happened?

We aim to protect your privacy and security of your information. To protect your personal health information we monitor your login for activity and if idle for 15 minutes or more, you will be automatically logged out of My Premise Health. We recommend that you log out of your My Premise Health session if you need to leave your computer for even a short period of time.

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What do I need to use My Premise Health?

You need access to a computer connected to the Internet and an up-to-date browser (such as Chrome, FireFox, Edge or Safari).

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