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Frequently Asked Questions

Q. What is Mountain Health’s phone number?

A. 619-445-6200

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 enrollment.

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 Mountain Health.

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 security question?

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 documents, then verify if JavaScript is enabled on your computer. JavaScript is required to display messages and it may not be enabled on your browser. For more information about enabling JavaScript, click the Having Trouble? 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 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 this issue.

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 inactive ?

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.
  • If JavaScript is disabled in the browser, click the 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 of emails?

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 or tablet?

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.


  1. Click link below to access the Enrollment SOP
    NextGen Patient Portal Enrollment and Management SOP.
  2. Click the link below to access the Policies for Patient Portal
    NextGen Patient Portal Policy.
  3. Click the link below to Access the Patient Portal Website SOP
    NextGen Patient Portal Website SOP

What Makes Us Unique?

  • Convenient Locations Throughout San Diego County
  • Non-Profit Federally Qualified Health Center
  • Provide High Quality Comprehensive Primary Health Care
  • Treat All Patients, Regardless of Their Ability to Pay