Elation Patient Passport Guide - Frequently Asked Questions (for Patients)

What is Patient Passport?

Your Patient Passport is a solution that lets you keep in touch with your doctor's office between visits, so that all of your visit takeaways, lab results, and recommended healthcare steps are captured in one place. You can also access your complete clinical information like allergies or medications for use as a reference and to share with your other clinical providers.

What Patient Passport means for you...

• Notes from each visit will automatically be available to you online.
• You can securely message the office about results or non-urgent questions you may have - you don't have to wait until the office opens to ask a question.
• You can have access to your allergies, current medications and other pertinent information that other clinicians would find helpful to facilitate your care, and can print or fax this information straight from your phone or computer.
• Watch this video for more information on Elation Passport.

What is Elation Health’s role in regards to Patient Passport?

Elation Health, Inc. is a government-certified electronic medical record system that your provider uses to manage your medical records. Patient Passport is a solution that Elation Health built for Elation providers to communicate securely with their patients.

Is Patient Passport Secure?

Yes, Patient Passport is secure. We, at Elation Health, take security very seriously and as a government-certified electronic medical record system, we have put in place security protocols and infrastructure to protect your health data and keep it confidential.

Patient Passport uses role-based security with the most advanced information safeguards available. Encryption, password protection, the ability to track every viewer and other safeguards protect against unauthorized use of the exchange. Your information will not be shared with any third party. Only your medical provider or persons your medical provider gives access to to help facilitate your care will be able to access your confidential health data. We act on behalf of your medical provider to store their patients' confidential health data and, through your medical provider, are legally bound to comply with the laws and regulations set by the US Department of Health and Human Services and the US Congress in maintaining health data confidential.

We use the same security protocols (256-bit SSL/TLS to encrypt the traffic flowing from our servers to your doctors office and AES-256 to encrypt the data on our servers) that your bank and other high-security online sites use to ensure that your medical information is never visible to unauthorized people. We also use very strict requirements for the passwords that all Elation users are required to adhere to. We are constantly evaluating our security protocols and regularly add additional measures to ensure the data stored in Elation Health is secure and protected.

Can I access Patient Passport from my phone or tablet?

Yes! You can use Patient Passport on a mobile phone or tablet that runs mobile Safari, Chrome, Firefox, or Internet Explorer 9+. You can also download the Elation Passport app for iOS (an Android app is not available at this time).

Which internet browsers can I use to access Patient Passport?

Patient Passport should work with any modern browser. Currently, Patient Passport is optimized for Safari, Chrome, Firefox, and Internet Explorer 9+.

How long does each login session for Patient Passport last?

Each login session lasts until you log out or there have been two hours of inactivity. Two hours of inactivity will automatically log you out of your account and you will be redirected to the login screen and be prompted to log in again. 

What is the website/URL to access/log in to my Patient Passport account?

The website or URL for Patient Passport is https://app.elationpassport.com. 

How do I sign up for Patient Passport?

Patient Passport is available by invitation-only. You must receive an invitation from your doctor's office. Once the office has invited you, the sign-up steps are the following:

1. Look out for an email from your doctor's office, sent to the email address that you shared with your doctor's office.
2. Follow the instructions in the email by clicking on the link found in the body of the message.
3. A text message with your Passport Invitation Code will be sent to your mobile phone number that was shared with your doctor's office. This is an extra security measure put in place before you can access your account.
4. On the signup page, choose a password, enter your Passport Invitation Code and log in.
5. Watch this video for more information on Elation Passport.

I never received a Passport invitation email, what should I do?

Your doctor's office may not have a correct email address on record for you. Please contact your doctor's office so they can confirm that your email address was recorded correctly during registration. Your doctor's office can then resend the invitation email. 

What will I need to sign up for Patient Passport?

Patient Passport is accessible on any device that has access to the internet with a web browser (like Internet Explorer or Google Chrome). This means any tablet, mobile phone, desktop, or laptop regardless of whether it is an Apple or Microsoft product are all compatible. However, please note that Patient Passport is not optimized for some older internet browsers and you should ensure your computer is up to date.

The signup process requires you to have a valid email address as well as a mobile phone that can receive text messages for security purposes.

What is a Passport Invitation Code?

The Passport Invitation Code is a numeric code used for privacy and security purposes to ensure only the intended user is able to register for Passport. You will receive your Passport Invitation Code via text message to your registered mobile phone when you click on the invitation email from your doctor. If for some reason you do not receive your invitation code or do not have access to a mobile device, your doctor's office is able to provide you with the code directly.

I don't use SMS texting. Can I still sign up for Passport?

If you do not have a mobile device or aren't able to access the SMS text code associated with your invitation, please contact your doctor's office. They will be able to provide you with the code directly.

My invitation code is not working. What should I do?

Please contact your doctor's office directly to confirm the invitation code, as they can find this information directly in your patient chart. This ensures the security of your information.

How do I log in to Patient Passport?

You can log in to your Patient Passport by going to https://app.elationpassport.com and entering your email and password.

If you have forgotten your password, you can reset it here or by clicking the “Forgot password?” link on the login screen. You will receive an email with instructions on how to reset your password. Note that for privacy reasons Patient Passport will not indicate whether an email address was found when sending a password reset. If you have not received a password reset email after 5 minutes, and have checked your spam folders, please reach out to your doctor to confirm the email address associated with your Patient Passport account. 

If you have forgotten, or are unsure of, the email address you've used for your Patient Passport account please reach out to your doctor's office directly, as they can confirm the email address being used.

How can I change/update my login email and password?

You have the ability to update their own email and password within your Patient Passport account.

To update your email and password, click on your name in the upper right corner of the page and select Settings from the dropdown. Once on your settings page, you will see the option to “Change Email” and “Change Password” under the Login and Security section.

• When you click "Change Email", you will be prompted to enter your new email address and then click “Submit Request”. Submitting will trigger a verification email to the new email address where you will need to confirm your new login email. Once confirmed, you will be able to login with the new email address.
• When you click "Change Password", you will be prompted to enter your old password, then add a new password and retype it to confirm. Clicking “Update Password” will immediately update your password to the new information and give you a link back to the login page.

I am not receiving a password reset email. What should I do?

If you are not receiving an email, be sure to check your spam folder. If you are still not receiving the email, please reach out to your doctor's office to confirm the email address being used for your Passport account.

What should I do if I see a discrepancy with my information in Patient Passport?

Call the office or send a message via Patient Passport to let the staff know that there is a discrepancy between the information in your Patient Passport account and information that you know is correct. The staff will be able to review your chart and make any needed changes.

How can I share my health information with another doctor?

You can print your clinical profile and any documents your doctor shared with you. You can also fax your clinical profile straight from your phone or computer - all you need is the other doctor's fax number. This can quickly give the clinician taking care of you access to your drug allergies and important health information, especially in a situation like the emergency room.

I would like to unsubscribe or be removed from an email list or remove a doctor from my Patient Passport account. What should I do?

All email messages and invitations to Patient Passport are initiated by your physician's office.

If you would like to unsubscribe or or otherwise stop receiving passport messages from a doctor, please reach out to your doctor's office to let them know you don't want to use Patient Passport. They will be able to avoid sending you invites in the future and disable your Passport account if you do not wish to use Passport to view your medical information from your physician.

How do I link multiple Patient Passport accounts together?

You can now use a single email to sign in to multiple Passport accounts! You can take the following steps if you would like to use a single email to sign in to multiple Passport accounts for different doctors you are seeing or different relatives you are caring for. There are two Scenarios described below with instructions relating to each:

Scenario 1: You have existing accounts they want to link together (example: You want to claim the account you already created for your daughter)

Here are the instructions you must follow first to claim your daughter’s account: 

1. Sign in to your Patient Passport account
2. Click your name from the right hand corner anywhere in the Passport account
3. From the dropdown menu, click “Claim Account”
4. Enter the email address of your daughter’s account
5. Click Send
6. Follow the instructions in the email you received in your daughter’s email account to claim the account

Here are the instructions that would appear in the email we sent to your daughter’s email address:

1. Sign in to Patient Passport using the email and password of your daughter’s account
2. Click her name from the right hand corner anywhere in the Passport account
3. Click on “Access Request”
4. Choose to grant access by checking the box
5. If you are a delegate or legal representative, you may check the delegate box
6. Click “Share chart”
7. Log out of your daughter’s Passport account
8. Log in to your own Passport account again
9. Click your name from the right hand corner anywhere in the account- you will now see your name and your daughter’s name appear there and you have successfully claimed your daughter’s account

Scenario 2: You want to link a brand new account to an existing one

1. Have the doctor’s office send an invitation to you using the same email you use for your existing Passport account
2. Go to the invitation email you received and click the “Click here to claim your chart” button in the email
3. The Passport login screen will then open up- here is where you will sign in using the email and password for your existing account
4. After you sign in, you will see a box that asks you to enter your Date of Birth (or the Date of Birth that belongs to the person of the second account if you are linking to someone you are caring for)
5. If you are the legal representative for the second chart, you may also check off “I am the legal representative of this patient”
6. After entering the Date of Birth, a “Congrats” page will appear, click “Check it Out” to proceed
7. The second account is now linked to your first account!

How will I know when I have a new message?

Every time there is a new message from the office, you will automatically receive an email from Elation with the notification and a link to access the message in Elation Passport. If you'd prefer to receive a text message when a new message is available, adjust your notification preferences in Settings. Under’ Set preferred contact method’, choose SMS Text Message.

Where do I see messages from the office and how do I reply?

New messages from the office display in your Timeline. The number of unread items in your Timeline is indicated on the “Timeline” tab in the main navigation, and also on the “New” tab inside Timeline. Clicking the “New” tab in Timeline will show you only your unread messages. Click the "All" tab in Timeline to see all messages. The orange paper airplane picture is for messages you initiated to your doctor and the blue envelope picture is for messages the doctor sent you. If the message has multiple comments, you will see a designation on the right hand side. If a message has attachments, you will see a paperclip picture above the paper airplane or envelope.

• To find your messages on the Elation Passport iOS Application, go to "Inbox" and then "All". You can also find visit summaries under "Timeline" and then "All". They have a green stethoscope picture next to them.
• To reply to a letter from the office, open the letter and click in the “Reply” field in the “Responses” section at the bottom of the message.

Note that attachments cannot be added to replies. If you need to send an attachment to the office, you can send a new message instead of replying to the letter.

How do I send a new message to the office?

You can only send a new message to the office if your provider has enabled messaging on your Patient Passport account. If you do not see the “New Message” button at the bottom of the screen, your provider has not enabled messaging on your account.

1. To start a new message, click or tap the button at the bottom of the screen that says “New Message”
2. On the message screen that pops up, select the subject of your message from the dropdown menu
3. Write your message in the “Message” field, then when you're finished, click or tap
4. Your sent message will immediately appear at the top of the Timeline

Can I comment on Visit Summaries?

No. Currently you cannot comment on Visit Summaries. You can only reply to letters that the office has sent to your account or write a new message (if your provider has enabled communications).

Can I add an attachment to a Patient Passport message?

Yes, you can add an attachment to a new passport message. (Attachments can only be added to new messages and not replies.) To add an attachment:

1. Start a new message by clicking the button at the bottom of the screen that says “New Message”
2. Complete the "Subject" and "Message" fields
3. Scroll down to the bottom of the page and click the “Add attachment” button (which is on the right-hand side of the “Send” button) and select the relevant attachment.
4. Click “Send”

How do I download attachments (e.g. lab results, orders, documents etc.) from a Patient Passport message?

Currently you will need to login to Patient Passport on a web browser on your desktop or laptop to download attachments. The Patient Passport mobile app is limited to viewing visit note summaries, image files (lab reports, photos) and the clinical profile. You can download documents sent to your Patient Passport account by clicking into the Patient Passport message, and then clicking the “Download all attachments" button at the top of the message. This will download the attachments you received in a .pdf format.

When downloading a lab order requisition, please be aware that the document initially appears in Patient Passport as a basic lab requisition. However, upon downloading and printing, the formatting may vary based on the specific lab, and it will display with the appropriate requisition formatting.

How do I delete a Patient Passport message?

There currently is not a way for you to delete messages in your Patient Passport account. The intent of this is to keep a log of all messages to ensure for proper auditing purposes in the future.

If you think the information in your medical or billing record is incorrect, you can request a change, or amendment, to your record through your provider. The HIPAA Privacy Rule, only allows your provider ("covered entity") to review the request and determine if an amendment is appropriate.

How do I schedule an appointment via my Patient Patient account?

Though you cannot schedule an appointment directly within Patient Passport, if your doctor has enabled self-serve scheduling you will see a blue “Book Appointment” link in the top right-hand corner of the screen. Click this link to access the Booking Site and schedule your appointment. If this link is not available,  contact your doctor’s office directly to schedule an appointment.

How do I cancel my appointment via my Patient Passport account?

You cannot cancel or schedule an appointment via your Patient Passport account. Please check your automated appointment reminder sent via text or email for an option to cancel your appointment. Some doctors prefer that you contact their offices directly to cancel an appointment, and may not provide the option in their automated reminders. If you do not see the option to cancel, please reach out to your doctor's office directly.