I already submitted a registration request, why am i getting reminded to do something more?

Explanation…

Our eVisit Patient Portal is part of a larger pilot project involving us and the Ontario Telemedicine Network (OTN), the Local Health Integration Network (LHIN), with funding from the Ministry of Health and Long-Term Care (MOHLTC).

Part of being a pilot project means we’re learning how best to use the system in a way that meets all legal and regulatory requirements, as part of our overall commitment to protecting patient privacy.

Speaking to the details, one issue is that when it comes to patient registration, in theory, any individual can register on behalf of someone else so long they know the name, date of birth, phone, address, email, and health card number of that other individual.

This makes a lot of sense as a way of facilitating an effective registration process for families and caregivers. An effective registration process is critical - a tool that people can’t use can’t help us deliver better patient care.

However, this approach also introduces privacy risks since there’s always a risk that the individual on the other side of the system isn’t authorized to communicate with us on behalf of the individual being registered.

For our part, we’ve sought to do a variety of things to address this risk, such as:

  • we have developed custom tools to compare the submitted information with the information that we have on file;

  • we are sending confirmation emails to the contact information that we have on file after every registration;

  • completing a registration without authorization is fraudulent and opens up that individual to civil and criminal penalties;

  • requesting an “out-of-band” confirmation from each registering individual, analogous to how many online sites now require two-factor authentication.

Needing this “out of band” confirmation is why we’re asking patients to explicitly ask us to process their registration, instead of doing so in the ordinary course.

Our conclusion is that by adopting all of the above, and more, we are striking the right balance between protecting patient privacy, and enabling effective use of patient care technologies.

Here’s the REMINDER email…

Subject: Message from Magenta Health - Your Patient Portal Account - %%PT_NAME%%

Hello %%PT_NAME%%,

A registration in your name for the Novari eVisit Portal is pending completion, specifically Step 2 of the registration process has not yet been completed.

Please note you will not have access to send a message through the Novari eVisit Portal until you respond to this email noting: “Please process my portal registration", at this time we will validate your request, and you will receive a confirmation email.

Your next steps: 

  • If you initiated the registration, respond to this email with: “Please process my portal registration"

OR

More information about the Novari eVisit Portal is available at the following links as well:

https://www.magentahealth.ca/evisit-patient-portal-pilot

https://www.magentahealth.ca/evisit-patient-portal-pilot-details

Best,
Magenta Health