Frequently Asked Questions
Q. What is Mountain Health’s phone number?
Q. What are the minimum requirements to use the website?
- Microsoft Internet Explorer 8.0 or higher
- Mozilla Firefox 2.0 or higher
- Google Chrome and Opera
- For mobile website- Android 4.0 or higher or Apple iOS 7.1 or higher
Q. How do I enroll and log on to the NextGen Patient Portal website?
A. To access NextGen Patient Portal, you must successfully complete enrollment
and create an account. You must complete enrollment using a security token
before you log on to the NextGen Patient Portal. You must obtain the security
token from Mountain Health, and set up a user name and password during
Q. What do I do if the token does not work?
A. If the security token provided to you does not work, contact Mountain
Health to receive a new token.
Q. Can I enroll in NextGen Patient Portal without a token?
A. No, you cannot enroll in Patient Portal without receiving a token from
Q. How do I retrieve my password?
A. If you forget your password, you can reset it by entering the user name
and answering the password security question. After answering the password
security question, you will receive an email with a URL to reset the password.
You can also request Mountain Health to reset the password for you.
Q. How do I reset my password if I do not remember the answer to the password
A. If you do not remember the answer to the password security question,
you may select Forgot Password.
Q. What should I do if I am having difficulty resetting my password?
A. If you are having difficulties resetting the password, you can call
Mountain Health to provide you with a password reset link and token. If
you have an email on file you will receive an email containing the password
rest link in your account. You can reset the password using the link and
the password rest token.
Q. Can someone else log onto my account?
A. The system is secure. No one can access your account unless they have
your user name and password. You must always create a strong password
with a combination of alpha-numeric and special characters for your account.
If anyone else tried to access your account with an incorrect user name
and password, the system will lock your account after four attempts.
Q. Why am I unable to open PDF or other documents received from a doctor?
A. Many NextGen Patient Portal documents are in Adobe Acrobat format. To
view these documents, you need an Adobe Acrobat Reader. Ensure that you
have the latest version of Adobe Acrobat Reader installed into your system.
Q. Why am I unable to open any documents received from a doctor, even though
I have Adobe Acrobat Reader installed?
A. If Adobe Acrobat Reader is installed, but you still cannot open any
is required to display messages and it may not be enabled on your browser.
Link on your NextGen Patient Portal page. Mountain Health will not provide
assistance with installing Adobe Acrobat Reader.
Q. What should I do if I see an error message when trying to open or download
a document sent by a provider?
A. There could be issues with the Internet Explorer security settings if
you see any of the following error messages when trying to open or download
a document: Internet Explorer cannot download 50PPM from nextmd.com Internet
Explorer was not able to open the internet site. The requested site is
either unavailable or cannot be found. Please try again. Click Having
Trouble link on your NextGen Patient Portal page for instructions to fix
Q. Can I book appointments from NextGen Patient Portal?
A. No, but you may call Mountain Health, 619-445-6200 to schedule an appointment.
Q. Can I see all my appointments in the Inbox?
A. Yes, you will see all scheduled appointments on your Portal with the
appointment time listed.
Q. Can I save my booked appointments to other calendar to scheduling applications?
A. Yes. You can export your booked appointments from the NextGen Patient
Portal account in the .ics format and import them to any calendar applications
that support the ics format.
Q. Can I export multiple appointments as a single .ics file, to save them
to my personal calendar?
A. No, you cannot. You can export only one appointment at a time. NextGen
Patient Portal does not currently support bulk export of appointments.
Q. Can I renew my medications from NextGen Patient Portal?
A. You can send a request to renew active and inactive medications from
NextGen Patient Portal. Your provider will review the request and reply
with the status of the refill request. You will receive a medication refill
in your NextGen Patient Portal account if your provider approves your
request. How do I pay my statement on NextGen Patient Portal? At this
time paying statements through NextGen Patient Portal is not available.
Q. Can I see lab results on NextGen Patient Portal?
A. Documents and lab results are not automatically uploaded to NextGen
Patient Portal once the provided has reviewed the results. You may send
your provider a secure message from the NextGen Patient Portal account
asking for the status of a recent lab result. When your provider sends
you an electronic copy of the lab result, you will receive an email notification
indicating a document is available at the Inbox.
Q. Why is the submit button
A. Check the following:
- If you are using a mobile device, then try using a computer instead.
- If you are not using a mobile device, try a different browser if possible.
Having Trouble? link on your NextGen Patient Portal page for instructions to fix this issue.
If the problem persists, contact your practice to report the issue.
Q. Are the same features available on NextGen Patient Portal in all practices?
A. The NextGen Patient Portal system helps you communicate with your provider
in a fast and efficient manner. There are different modules in the system
that allow you to communicate with your provider, request a medication
renewal, and request your personal health record, and so on. Mountain
Health has customized NextGen Patient Portal and all features may not
be available at this time.
Q. Can I use NextGen Patient Portal on my mobile device?
A. Yes, NextGen Patient Portal is now available for mobile devices and
tablets. There is no special mobile application that you need to download.
On your mobile device, either open your enrollment email and click the
NextGen Patient Portal link or enter the link in your mobile browser to
access the NextGen Patient Portal site. Only mobile devices running on
Android 4.0 or higher, or Apple iOS7.1 or higher are supported.
Q. Can I receive notifications as text messages on my mobile phone instead
A. Yes, you can set up your mobile number in NextGen Patient Portal, to
receive notifications as text messages.
Q. Should I register to use NextGen Patient Portal on my mobile device
A. You can access and use NextGen Patient Portal on your computer or mobile
device if you have an active account with a user name and password, you
do not need to create for mobile devices.
Q. What is a Patient Health Record?
A. A document that contains information from your chart, such as allergies,
medications , conditions, lab results, vital signs, immunizations, procedures,
insurance, social history, family history, advanced directives, instructions,
referral reasons, plan of care, demographic information, and functional status.
Click link below to access the Enrollment SOP
NextGen Patient Portal Enrollment and Management SOP.
Click the link below to access the Policies for Patient Portal
NextGen Patient Portal Policy.
Click the link below to Access the Patient Portal Website SOP
NextGen Patient Portal Website SOP