Frequently Asked Questions
In order to help answer your questions about this new, convenient service, we've put together a list of Frequently Asked Questions. You can also talk with your doctor about how to best communicate with his or her office.
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What is the service?
Our new partnership with RelayHealth® allows us to offer secure bi-directional messaging. With this service, you can consult or communicate with the Akron General Center for Executive Health, request a meeting or visit, view lab results and access health education information.
If your physician participates in the RelayHealth program, you are able to share this information electronically through this service.
Remember, the Akron General Center for Executive Health is not a treatment program and we do not share your results with your physician. Be sure to follow up with your physician if you have additional questions.
If you currently do not have a doctor or are in need of one, Akron General offers a free physician referral service. We can match you with a primary care doctor or specialist close to you by calling 330-344-AGMC (2462) Monday through Friday 8 a.m. - 6 p.m. and Saturday, 8 a.m. – noon.
See a full listing of physicians who practice at Akron General through our Find a Doctor section of our Website.
Is there a charge for this service?
There is no charge for routine communications, such as appointment requests and lab results.
How soon will I get a response?
You will be notified when you make an online request through RelayHealth when you can expect a response.
How is this service different than e-mail?
The RelayHealth system ensures authentication of messages since it requires a personalized username and password. It also offers much more security as compared to plain email (see next question for more details). And while plain email allows messages to be stored on multiple services across the Internet, RelayHealth messages are never stored anywhere but on the secure RelayHealth servers, and they cannot be read en route, deleted, copied, or altered in any way. RelayHealth provides security and an audit trail, making it superior to e-mail as a means of confidential communication.
Is this service secure?
Embedded Secure Sockets Layer (SSL) technology-a protocol that delivers server authentication, data encryption, and message integrity-ensures RelayHealth messages can only be read by the staff of the Center for Executive Health and you. Information transmitted via RelayHealth can be trusted to arrive privately and unaltered to the server specified. The RelayHealth service requires a sign-in ID and password, and can only be accessed by registered users. Clients using the service can view an audit trail detailing who has accessed their Health Record, and can terminate their online relationship with the Center for Executive Health at any time-preventing access to any your confidential medical information.
What computer hardware/software do I need to use the RelayHealth service?
Microsoft Internet Explorer 6 and 7 on Windows XP and higher
Firefox 1.5 and 2.0 on Windows XP and higher
Safari 2.0 on Mac OS 10.4
RelayHealth requires only a connection to the Internet and a Web browser. RelayHealth supports:
Will I be assigned a RelayHealth e-mail address? How will I know if I have a message waiting for me at RelayHealth?
As a RelayHealth user, you aren't assigned an e-mail address. Rather, you'll access the secure RelayHealth service by typing the RelayHealth URL into your Web browser and signing in to your password-protected RelayHealth account. When a message is delivered to your RelayHealth Inbox, you're immediately notified via e-mail (this notice is sent to the e-mail address you provided when registering) and provided a convenient link to RelayHealth so you can quickly access your waiting message.
How do I send a message to the Center for Executive Health using this service?
Once you successfully register with RelayHealth and we agree to communicate with you through the service, easy-to-use, structured templates allow you to ask the Executive Health Physician questions concerning your physical, to request a meeting or appointment, to receive lab or test results, to ask a simple question, or to access health education information.
Who can view the messages I send using RelayHealth?
Only you and the Center for Executive Health, and authorized staff can view your RelayHealth messages.
How do I know the message I get back is from my doctor?
All members of RelayHealth, doctors included, are required to create and enter a secure Sign In name and password to access the service. In addition, RelayHealth requires doctors to submit their medical credentials for verification. When your doctor replies to your message, their name will appear in the "Sender" field of the message. Should a member of your doctor's authorized staff respond to your message, that person's name — as well as the doctor's name — will appear in the "Sender" field of the message you receive. These are just some of the ways we guarantee your privacy and security.
What if I forget my password?
If you register for RelayHealth and forget your password, you can simply click the "Forgot your Sign In Name or Password?" link below the Sign In box on the Sign In page. If you know either your sign in name or your password, we can provide you with the missing piece of information immediately. If you have forgotten both your sign in name and your password, you'll be directed to RelayHealth Customer Support for assistance.
As a user, do I have to enter my health information in the Health Record section of RelayHealth? Who has access to my RelayHealth Health Record? Who can change my Health Record?
Only you, your doctor, and your doctor's authorized staff have access to your RelayHealth Health Record. And you can see who has accessed this medical information at any time. However, only you will be responsible for the information entered. The Relay Health Record is for your own personal use, and your doctor does not update the Relay Health Record or base any medical decisions they may make on the information you may enter. The Relay Health Record is simply a tool to help you take control of your health care.
What if I decide I want to discontinue my or my family member's membership in RelayHealth?
You can discontinue your RelayHealth membership at any time. Once your RelayHealth membership is terminated, all information stored in your account up to the termination date — a "snapshot" if you will — remains accessible to us, but you will no longer be able to communicate with the Center for Executive Health through RelayHealth (or vice versa).
What if I need help?
With RelayHealth, you enjoy 24/7 toll-free phone and e-mail support. During normal business hours (6:00 AM to 5:30 PM Pacific Time), RelayHealth Customer Support representatives are accessible by phone or e-mail. Voice or e-mail messages left after normal business hours automatically page an on-call Customer Support representative, who responds within one hour.
Contact RelayHealth Customer Support Online or Call toll-free: 1-866-RELAY-ME (1-866-735-2963).
RelayHealth® and Relaymessage are registered trademarks and service marks of McKesson Information Solutions LLC.
Other Features of RelayHealth Available through Akron General and Participating Physicians:
Visit your doctor online - use a webVisit® (for non-emergent problems)
Schedule an appointment, without waiting on hold
Get your lab results
Refill your medications
Set up your personal health record
Get a referral to a specialist
Set up an account for your family (children ages 17 and under)
This service is not to be used in the case of emergencies, or for your urgent care needs