Springfield Hospital Patient Portal Frequently Asked Questions

What is the Patient Portal
The Springfield Hospital Patient Portal is an online health electronic document management tool that lets you see some of your clinical medical information recorded in your Electronic Medical Record (EMR). Examples of the clinical information on the Patient Portal include:
•  Allergies
•  Vitals
•  Immunizations
•  Other health information
•  Lab Tests and results
•  Medications that you were given while in Springfield Hospital

How do I access the Patient Portal once I have completed the invitation/account set-up process?
For future visits to the Springfield Hospital THRIVE Patient Portal after you have completed the initial setup process, you can log in at: Thrive Patient Portal. Remember to use this link ONLY after you have completed the sign-up process.

Do I need special equipment?
No. All you need is access to a computer, an email account that matches the one provided during registration at Springfield Hospital, and an internet connection. How the information looks to you may depend on the computer you are using, whether that is a laptop or other mobile device.

How do I set up an account?
You will have to start with the email link sent to you after discharge from Springfield Hospital, or you can ask for assistance at the hospital to help you set up an account. Step-by-step instructions on how to set up an account are included in this handout. Once you have entered your information and have been prompted to create a user ID and password, you will only need your user ID and password to sign into your Patient Portal account in the future.

Can my family/friends access the information found on my Patient Portal?
Yes, but only after you have given them permission. As a patient of Springfield Hospital, you can choose to give an authorized representative access to specific hospital visits. You will be asked this information during the admission process.

Can I have access to my child’s portal?
For children up to age 12, parents or legal guardians will be able to view their child’s information with a written consent form. To respect State guidelines, parents or legal guardians will not have access to the portal for children between the ages of 12 to 17. We do not offer a portal for this age group. If you have any questions, please call 802-885-7026.

What if I forget my password and log in?
• At the log in window, click on the Forgot My Password link.
• Enter your exact last and first name, then click Submit.
• You will then receive a message telling you that information was sent to your email.
• Check your email and click on the link in your email.
• You will then need to answer your security questions you first set up when signing in.
• You will then be able to enter in a new password and confirm it by reentering it.

Who should I contact if I have trouble logging in or accessing the Springfield Hospital Patient Portal?
If you have trouble logging in to the Patient Portal, please call 802-885-7026, Monday through Friday from 8 am to 4:00 pm.

Will I receive emails after each admission to Springfield Hospital?
No. Once you or your authorized representative have signed on to the portal the first time, you will not receive additional emails. After each admission, a new summary document about your hospital stay will post to your patient portal. You may access the document any time after you are discharged.

What if I have questions about my medical records or see a discrepancy?
If you have questions about your medical records, or feel that you would like something corrected, please contact Springfield Hospital’s Health Information Management Department at (802) 885-7304, Monday through Friday from 8 am to 4:30 pm. There also may be times that certain information may not be available to you on your Patient Portal based upon a specific test and/or how it is filed. Your provider may decide at his or her discretion, to exclude certain information even if such information is generally included in the Patient Portal. This may be due to many reasons, one of which is your provider may wish to discuss the information with you.

Is my medical information secure on the Springfield Hospital Patient Portal?
The Patient Portal uses special security measures called encryption to keep unauthorized persons from seeing your information. The information can only be seen by someone who has your password to log in to the Portal site. This is why it is important for you to protect your password.

What if I have some questions related to how I am feeling now?
The Springfield Hospital Patient Portal will not provide you any information for any emergency questions. If you are having a health care emergency, please call 911 or visit your nearest emergency room. If this is a non-emergency, please call your primary care provider.

Why are there so many medications listed on the portal? I don’t take all these medications.
There are two medication categories listed.
Medications – This is a list of medications Springfield Hospital has that you have received over several months and may include recent, past, and discontinued medications. It is your medication history.
Medications Administered – These are medications that were given to you while you were in Springfield Hospital. Some have different names than what you are used to seeing as these are from Springfield Hospital’s pharmacy.
Medications you are to take are on the printout given to you when you left Springfield Hospital. Please follow these instructions. Medications you see on the Portal are a summary of your Springfield Hospital experiences.

Can I print off or save the information I see on my Patient Portal?
Yes. Once you have opened up your summary, you can follow the instructions below to print:
• .Click on Download Summary of Care.
• .Select Download Summary of Care. (We are not set up yet for sending the summary).
• .Then you will receive a pop up that will ask you if you wish to open it or save it. Select Save.
• .Then open the folder.
• .Open the Springfield Hospital Portal File.
• .You will see four documents. Select the first one that says HTML.
• .Once you open this HTML document, you will then be able to print or save it to your computer.

Remember to protect your health information and share it only with those individuals you wish to see it.

Can I view or send messages to my doctor’s office using the Patient Portal?
No. At this time, the Message Center is not activated, however we anticipate providing this in the future for you. This process will require special addresses to receive or send any messages. These addresses are not the same as the typical email address. There is no one reviewing any messages at this time.

Why can I not see information from the other hospital or doctors’ offices that I go to on the Portal?
The Springfield Hospital Patient Portal relates to services provided only at Springfield Hospital and will not include health information from any other health care facilities that you may have used for health services. If you are a patient of Springfield Medical Care Systems’ physician practices, you are invited to access the SMCS Physician Practice Patient Portal (called Follow My Health). Please call 802-885-7026 for assistance or questions about the SMCS Physician Practice Portal.

What if I change my mind and do not want my son or daughter to be my representative on the Patient Portal any longer?
If your son or daughter, or other authorized representative, had access to your Patient Portal by using your User ID and password, you can go to My Settings and change your password to remove their ability to log into your Patient Portal. However, if he or she has access through their email account on your hospital ID account, please submit your request in writing to Health Information Management to restrict any access to your Patient Portal. You may call the number listed below to find out the best method for you to accomplish this task.

If you have any further questions or need assistance, please call for assistance:
Please call 802-885-7026
Monday through Friday
8:00 am to 4:00 pm
Please allow up to one business day to return messages.