Patient Portal capabilities

These terms and conditions apply to and govern UCHealth clinics and aligned medical facilities (each aligned medical facility, a “Facility”) provision of a patient portal system to be used by Facility patients. The information provided in the patient portal is not a substitute for the advice of your personal physician or other qualified healthcare professionals. Always seek the advice of your physician or other qualified healthcare professionals with any questions you may have regarding medical symptoms or a medical condition. Never disregard professional medical advice or delay in seeking it because of something you have read on the patient portal.

If you are admitted to the hospital and are using the patient portal ‘Hospital visit’ or ‘Bedside’ features, do NOT use the patient portal for urgent or emergent matters.

If you think you have a medical or psychiatric emergency, call 911 or go to the nearest hospital.

The contents of the patient portal are considered to be a part of your patient health record. Should you request copies of your patient records, they will include information transmitted via your patient portal.

Response to Electronic Communication 

UCHealth and Facilities will make their best effort to provide a timely response to electronic inquiries. In some cases, the clinic staff that needs to respond to an electronic inquiry or other communication may not be immediately available so a patient should allow at least two (2) business days for the message to be read. Accordingly, emergency situations requiring immediate attention should NOT be submitted electronically through the patient portal.

Furthermore, with respect to any electronic communications sent by the patient, we are only able to respond to such communications based on the information provided by the patient. If there is insufficient information provided, we will be unable to provide accurate and reliable service.

Third-party apps

The patient portal may offer helpful tips, information available from third-party applications, and links to such third-party applications to assist you in various ways. By clicking these offerings or links, you understand that you may be leaving UCHealth’s patient portal and accessing a third-party website, such as YouTube, to view the helpful information.  UCHealth provides these offerings and links as a convenience and for informational purposes only.  The links do not constitute an endorsement by UCHealth or approval of any features, products or services.  UCHealth bears no responsibility and disclaims any liability for the accuracy, content, or security of such third party apps.

Limitations on use of the Patient Portal

You agree that you will NOT upload or transmit any communications or content of any type (including secure messaging) that may infringe upon, misappropriate or violate any rights of any party. You agree that the following actions shall constitute a material breach of these Terms and Conditions:

  • signing on as or pretending to be another person
  • transmitting messages or material that infringes on or violates the intellectual property rights of others or the privacy or publicity rights of others
  • transmitting material that is unlawful, obscene, defamatory, predatory of minors, threatening, harassing, abusive, slanderous, or hateful to any person (including to UCHealth clinics and Facilities’ personnel).
  • using the patient portal’s interactive services in any way that is intended or is reasonably likely to harm the patient or others
  • collecting information about others, including email addresses
  • intentionally distributing viruses or other harmful computer code

Each of UCHealth clinics and aligned medical facilities expressly reserves the right, in its sole discretion, to terminate a user’s access to any interactive services and/or to any or all other areas of the patient portal due to any act that would constitute a violation of these Terms and Conditions.

Minor Eligibility

An individual must be age 14 or older to request a personal account.

Account Sharing

The patient portal allows a person designated by you to log into their account to access your health information. The person you designate must agree to follow these terms and conditions.

Deceased Patients

Once a patient is marked as deceased within the patient health record or other UCHealth system, such patient’s portal access will be automatically terminated.  UCHealth clinics and aligned medical facilities are not able to reactivate a deceased patient’s account once the account has been terminated.  If you have legal authority over a deceased UCHealth patient’s estate under Colorado state law, and are requesting access to such deceased patient’s medical record as a result of this authority, please contact Health Information Management, UCHealth at 720-848-1031. 

Website revisions

We may revise the information on the patient portal, or otherwise change or update the patient portal, including these Terms and Conditions, without notice to you. UCHealth and Facilities may also make improvements and/or changes in products and/or services described on the patient portal or add new features at any time without notice. We encourage you to periodically read these Terms and Conditions to see if there have been any changes to our policies that may affect you. Your continued use of the patient portal will signify your continued agreement to these Terms and Conditions as they may be revised.

Customer Service information

To deactivate your patient portal account, please contact technical support. You can find contact information on the portal login page.

If you are using the bedside tablet feature and feel your login PIN has been compromised, please notify your nurse.

If you need information or technical assistance regarding your patient portal account, or if you feel that your login ID or password have been compromised, please contact technical support. You can find contact information on the portal login page.

Patients who feel that information found in their portal record is inaccurate or incomplete should feel free to address their questions first to the physician’s office where they receive care. If questions or concerns persist after doing so or if you think that information in your health record should be changed, please contact Health Information Management, UCHealth at 720-848-1031.

Email Privacy

Patients who are users of the patient portal should be aware that they will be notified via email when there is new medical information to be viewed in their account. This means that any person with access to a patient’s email will be able to see this notification. This could include the patient’s spouse, employer or anyone else that can access a patient’s email account. Although no private medical information will be sent, the notification that new medical information is available by accessing one’s patient portal may be information that a patient would not want others to know. Thus, patients should take this into account when providing an email address.

Please know that if you send us an email communication, it may be shared with the UCHealth clinics’ or Facilities’ staff that assists the physician, or another provider involved in providing the patient’s medical care.

Patient Portal Alerts through SMS Messaging Service

If you wish, you may turn on SMS text notifications from UCHealth and affiliated clinics and hospitals. When you turn on these notifications, you are signing up to receive text messages related to your care and your patient portal account. This may include appointment reminders, updates on your patient portal account, one-time passcodes, prescription reminders, billing notifications, and other reminders about your care. 

After you turn on SMS text notifications, you can decide to opt out at any time by texting STOP to the short code (the 6-digit phone number) that sends these messages from UCHealth. You will no longer receive SMS text messages from this short code after you opt out.  

If you want to opt out of some SMS text messages but not others, or you want to turn notifications back on after you opt out, you can do so on the patient portal  “Communications preferences” page (find it in the main menu under “Communication preferences”). You can also text HELP to the short code for instructions. 

If you experience any problems with the messaging program, you can reply HELP for assistance, or you can call the support team at 855.395.9031 any time 9 a.m. – 5 p.m. Mountain Time, Monday – Friday. 

Your cellular carrier is not liable for delayed or undelivered messages. 

Message and data rates may apply for any SMS text messages from us to you, or from you to us. The number of messages you receive and the timing of these messages will vary. 

You can find our privacy policy at uchealth.org/privacy. If you have any further questions, you can always contact us at [email protected]. 

Security and Confidentiality 

We afford the same degree of confidentiality to medical information stored on the patient portal as is given to medical information stored by UCHealth clinics and/or Facilities in any other medium. Each of UCHealth and Facilities is committed to protecting the confidentiality of your medical information. We limit UCHealth clinics’ and Facilities’ employees’ access and ability to enter or view information based upon their role in your care. Firewalls, passwords, encryption, and audit trails are further used to safeguard your information.  Neither UCHealth, nor the Facilities release portal audit trail information unless legally required to do so. We shall identify the records released and note the time and date of access each time a patient accesses their patient portal. We have taken steps to make all information received from our online patient portal users as secure as possible against unauthorized access and use.

For other than general information viewing, the patient portal must be accessed with a Secure Sockets Layer (SSL) compatible browser. Our SSL web server uses authentication and offers the highest level of encryption technology commercially available.

You can tell when you are secure by looking at the location (URL) field. If the URL begins with https:// (instead of http://), the document comes from a secure server. This means your data cannot be read or deciphered by unauthorized individuals. You can tell whether you are truly connected to your patient portal by viewing the digital certificate. This certificate verifies the connection between the UCHealth server’s public key and the server’s identification.

User names and passwords provide two layers of authentication and are stored in an encrypted database that is isolated from the Internet. As a patient portal user, your role in maintaining the security of your medical information is: 1) Changing your password on a regular basis, and 2) Keeping your login ID and password confidential.  If you believe your portal account was accessed inappropriately, please contact technical support.

You agree that you will NOT use the patient portal in any way that is intended to provide unauthorized access (hacking) to the UCHealth network or Third Party software vendor networks.

Disclaimer

You understand that the each of UCHealth and Facilities takes no responsibility for and disclaims any and all liability arising from any inaccuracies or defects in software, communication lines, virtual private network, the Internet or my internet service provider (isp), access system, computer hardware or software, or any other service or device that you use to access your patient portal. You understand that the patient portal may not be available to you at all times due to system failures, back-up procedures, maintenance, or other causes. Access is provided on an “as-is, as-available” basis and each of UCHealth clinics and aligned medical facilities does not guarantee that you will be able to access your patient portal at any particular time. During times when the patient portal is unavailable, other communication methods (e.g., telephone) should be used to contact your health care provider.

The patient portal, its content and all site-related services are provided “as is,” with all faults, with no representations or warranties of any kind, either expressed or implied, including, but not limited to, the implied warranties of merchantability, fitness for a particular purpose or non-infringement. You assume total responsibility and risk for your use of your patient portal, all site-related services, and third party websites. No oral or written information or advice given by UCHealth or Facilities or its authorized representatives shall create a warranty of any kind regarding the patient portal. Any references to specific products or services on your patient portal do not constitute or imply a recommendation or endorsement by UCHealth or Facilities unless specifically stated otherwise.

Limitation of Liability; Choice of Law

UCHealth and Facilities and each of their respective affiliates, suppliers, and other third parties mentioned or linked to on your patient portal are neither responsible nor liable for any direct, indirect, incidental, consequential, special, exemplary, punitive, or other damages (including, without limitation, those resulting from lost profits, lost data, or business interruption) arising out of or relating in any way to the patient portal, site-related services and products, content or information contained within the patient portal, and/or any third party website, whether based on warranty, contract, tort, or any other legal theory and whether or not advised of the possibility of such damages. Your sole remedy for dissatisfaction with the patient portal, site-related services, and/or third party websites is to stop using the website and/or those services. Applicable law may not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you. These terms and conditions are governed by Colorado law without regard to its principles of conflicts of law.

Copyrights

Except as otherwise indicated, all content on your patient portal and mobile app, including text, graphics, logos, button icons, photos, images, forms, audio, video, questionnaires, and software, is the property of UCHealth or Facilities or their respective licensors and is protected by United States and international copyright laws. Each of UCHealth clinics and Facilities allow you to view or download a single copy of the material on your patient portal solely for your personal, noncommercial use.

The compilation of all content on your patient portal is the exclusive property of UCHealth or Facilities and is protected by United States and international copyright laws. Unless specifically authorized in writing by UCHealth or Facilities, any use of these materials, or of any materials contributed to your patient portal by entities other than UCHealth or Facilities, on any other website or networked computer environment for any purpose is prohibited.

Any rights not expressly granted by these Terms and Conditions or any applicable end-user license agreements are reserved by UCHealth and Facilities. Content and features are subject to change or termination without notice in the editorial discretion of UCHealth or Facilities.

The Digital Millennium Copyright Act of 1998 (the “DMCA”) provides recourse for copyright owners who believe that material appearing on the Internet infringes their rights under U.S. copyright law. If you believe in good faith that materials appearing on your patient portal infringe your copyright, you (or your agent) may send us a notice requesting that the material be removed, or access to it blocked.

In accordance with the DMCA, Each of UCHealth Facilities has designated an agent to receive notification of alleged copyright infringement in accordance with the DMCA. Any written Notification of Claimed Infringement should comply with Title 17, United States Code, Section 512(c)(3)(A) and should be provided in writing to our designated agent as follows:

Agent for copyright issues: General Counsel, UCHealth
Address: 12401 E. 17th Avenue, Mail Stop F415, Aurora, CO 80045