FAQ

LifeLong Connect Patient Portal Frequently Asked Questions For Patients

This document provides answers to some common questions you may have about using the LifeLong Connect PatientPortal.

How do I enroll and log on to the LifeLong Connect Patient Portal website?
To access LifeLong Connect Patient Portal, you must have an email account and then successfully complete enrollment to create a portal account.

You will be required to use a security token (a system generated password key) before you log on to LifeLong Connect Patient Portal.You can obtain the security token from your Health Center, and then set up a user name and password duringenrollment.

Your Health Center will assist you with creating an email address and enrollment. An alternative is to call 510 981 4100 for enrollment assistance, or for any other required assistance.

How do I know my health information secure?
To make sure patients' private health information is safe from unauthorized access, LifeLongConnect is located in a secure site and accessed through an encrypted, password-protected logon. The system also has an "audit trail" feature that keeps a record of anyone who has accessed your information, any changes that were made to the record, and when.

Please note that you should always keep your logon information confidential.

How can I access the LifeLong Connect portal?
You can access and use the portal with your personal computer, a tablet or your smart phone.

What are the minimum requirements to use the portal website?
The following browsers are supported: Microsoft® Internet Explorer® 8.0 or higher, Mozilla Firefox®2.0 or higher, Google®ChromeTM and OperaTM. For mobile website, mobile devices running onAndroidTM 4.0 or higher or Apple®iOS 7.1 or higher are supported.

What do I do if the token does not work?
If the security token provided to you does not work, contact your health center to receive a new token.

How do I retrieve my user name?
You can retrieve your user name by clicking the Need help with your user name and password? link on the log in page. You must select I'm having problems signing in and enter your personal information.You will receive an email with a URL to reset the password after you enter the correct details.

How do I retrieve my password?
If you have forgotten the password, you can reset the password by entering the user name andanswering the forgotten password security question. After answering the security question, you willreceive an email with a URL to reset the password. You can also call 510 981 4100 if you are unable to retrieve your password.

How do I reset my password if I do not remember the answer to the password security question?
If you do not remember the answer to the password security question you can select I'm having problems signing in and enter your personal information on the log in page. You will receive an emailwith a URL to reset the password after you enter the correct details.

What should I do if I am having difficulty resetting the password?
If you are having difficulty resetting the password, you can request your health center to provide you apassword reset link and token. You will receive an email containing the password reset link in youraccount. You can reset the password using the link and the password reset token. Contact yourhealth center for assistance if you still have difficulty accessing your account.

Can someone else log on to my account?
The system is secure. No one can access your account unless they have access to your user name andpassword. You should always create a strong password with a combination of alpha-numeric andspecial characters for your account. If anyone else tries to access your account with an incorrect username or password, the system will lock your account after four attempts.

Why am I unable to open a PDF or other documents received from LifeLong?
Many LifeLong ConnectPatient Portal documents are in Adobe Acrobat® format. To view these documents,you need an Adobe® Acrobat® Reader. Ensure you have the latest Adobe Acrobat Reader installed inyour system.

Why am I unable to open any documents received, even though I have AdobeAcrobat Reader installed?
If Adobe Acrobat Reader is installed, but you still cannot open any documents, then verify ifJavaScript is enabled in your computer. JavaScript is required to display messages and it may not beenabled on your browser. Click the Having Trouble?link on your LifeLong ConnectPatient Portal page forinstructions to enable scripting.

What should I do if I see an error message when trying to open or download a document sent fromthe portal?
When trying to open or download a document, if you are receiving an error message such as:
• 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.

In these cases, there could be issues with the Internet Explorer security settings.
Click the HavingTrouble? link on your LifeLong ConnectPatient Portal page for instructions to fix this issue.

Can I book appointments from LifeLong Connect Patient Portal?
You can book standard primary care appointments using the portal. You can also send an appointment request if you areunable to book the preferred time or day, or preferred type of appointment.

Can I see all my appointments in the Inbox?
You can see all appointments, including thosemade by phone or at the practice, or those appointments made through LifeLong ConnectPatient Portal.

Can I renew my medications from LifeLong Connect Patient Portal?
You can send a request to renew active and inactive medications from LifeLong ConnectPatient Portal. Yourprovider must approve the medication renewal request. You will receive a medication refill in your LifeLong ConnectPatient Portal account after your provider approves your request.

How do I pay my statement on LifeLong Connect Patient Portal?
You can view statements and makepatients. When an electronic copy of a statement uploads to your account, you will receive an emailnotification indicating a statement is available.

Only the latest statement is payable on LifeLong ConnectPatient Portal. If you have a pending payment thatyou cannot pay online, you should contact your health center biller and request for a new statement. If yourstatements are overdue, contact the health center,or Patient Services at 510 981 4100 to resend the statement.

Can I see lab results on LifeLong Connect Patient Portal?
Yes, you may request lab results using the My Chart tab in the portal. Note that recent lab tests may not be immediately available until reviewed by your provider.

When your provider has reviewed your lab test, you will receive an email notification indicating your personal health record is available in your Inbox for review.

Why does the Submit button appear to be frozen?
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 LifeLong ConnectPatientPortal page for instructions to fix this issue.
• If there were any other messages displayed on the screen, then contact your practice to reportthe issue.

Can I use LifeLong Connect Patient Portal on my mobile device?
Yes, LifeLong ConnectPatient Portal is now available for mobile devices and tablets. There is no specialmobile app that you need to download. On your mobile device, either open your enrollment emailand click the LifeLong ConnectPatient Portal link or enter the link in your mobile browser to access the LifeLong ConnectPatient Portal mobile site. Only mobile devices running on Android 4.0 or higher or AppleiOS 7.1 or higher are supported.

Should I register to use LifeLong Connect Patient Portal on my mobile device or tablet?
You can access and use LifeLong ConnectPatient Portal on your computer or mobile device if you have anactive account with a user name and password. You need not create a new account to access LifeLong ConnectPatient Portal on your mobile devices if you have an active account.

What if I have questions that are not answered here?
We hope this document has been helpful, but if you need further assistance, you have several options: Use the Having Trouble? link in LifeLong Connect, or contact your health center, or call 510 981 4100 for assistance.

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