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.
Go Back to My Health to Register or Sign In
What is the service?
Our new partnership with RelayHealth® allows us to offer secure bi-directional messaging. With this service, you can consult your doctor about non-emergent problems, request appointments, lab results, and medication refills. It is not to be used in the case of emergencies, or for your urgent care needs. This service is also available through Akron General only to patients of participating physician offices.
Is there a charge for this service?
There is no charge for routine communications, such as appointment requests, lab results and medication refill requests. There may be a charge for a webVisit®. You will be alerted as to when a charge may be incurred.
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 a patient message 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 patient communication. Finally, RelayHealth features multiple other options in addition to just communication, including integrated administrative and e-prescribing services for the medical office, and convenient forms and medically reviewed content for patients.
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 registered doctor, the doctor's authorized staff, and the patient. 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. Patients using the service can view an audit trail detailing who has accessed their Health Record, and can terminate their online relationship with a doctor at any time-preventing access to any medical information communicated via RelayHealth in the future.
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.
Can I communicate with any doctor in the RelayHealth network?
RelayHealth is designed to support doctors and their established patients. It's not a vehicle for establishing a new relationship with a doctor.
How do I send a message to my doctor using RelayHealth?
Once you successfully register with RelayHealth and your doctor agrees to communicate with you through the service, easy-to-use, structured templates allow you to consult your doctor about specific health symptoms (we call this a webVisit consultation), request a prescription refill, request appointments, receive lab or test results, ask a simple question, or access health education information — depending on the types of RelayHealth services your doctor offers.
Who can view the messages I send using RelayHealth?
Only you, your doctor, and your doctor's authorized staff can view your RelayHealth messages (members of your doctor's staff — like a nurse or receptionist — may be qualified to respond, or prepare responses, just as they would during an office visit or telephone call).
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 your doctor, but you will no longer be able to communicate with your physician through RelayHealth (or vice versa).
If you want to alter your RelayHealth account by removing a family member from the service, the family member's information will be removed from your RelayHealth Health Record, and you'll be unable to message doctors about this family member. All previous messages sent and received for this family member will be stored in your RelayHealth account. You can always re-add the family member back to your RelayHealth account at a later date, if you wish.
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.