Patient Online FAQ
To make navigation easier, we’ve organized the following list of frequently asked questions (FAQs) into categories. If your question is not addressed here, please email us at POLsupport@med.mit.edu. We’ll get back to you within two business days.
Getting Started
- Who can use Patient Online?
- How do I register for an account?
- How do I request access to the data of family members who are 13 and under?
Communicating with your Care Provider
- Should I use Patient Online instead of the phone to communicate with my care provider?
- I sent my care provider a message through Patient Online and I haven’t heard back yet. What should I do?
- Why should I send messages to my care providers through Patient Online instead of regular email?
- Why can’t I send messages to care providers I haven’t met before?
Appointments and Pharmacy
- When I request or reschedule an appointment with my care provider, how long will it take for a response?
- When I cancel an appointment, how long will it take to process my cancellation?
- What’s the difference between a prescription refill and a prescription renewal?
- When I submit a prescription refill request, how soon will it be ready for pickup at the pharmacy?
- When I submit a prescription renewal request, how quickly will it be approved or denied by my care provider?
Technical
- I forgot my password and/or username. What should I do?
- What should I do if my account is locked from too many failed log-in attempts?
- How can I stop receiving automated appointment-reminder emails?
- How can I stop receiving automated confirmation emails about the requests I submit?
- Why has my account been deactivated?
Getting Started
1) Who can use Patient Online?
Anyone who is over the age of 17 (this age limit is waived for MIT registered students) and is eligible for services at MIT Medical can register for a Patient Online account. This includes all registered students, faculty members, employees, affiliates, retirees and family members. Parents may request access to an account for their children under age 14. No accounts or access are granted to children age 14-17 except with written permission from the child's primary care provider.
2) How do I register for an account?
Fill out the online registration form, choose a username, and click “Submit.” Once your information is confirmed, you will receive an email with your account password, so you can sign in to your account.
3) How do I request access to the data of family members who are 13 and under?
- If you do not currently have an active POL account: Click Register Now on the registration page. Complete the “About You” section and then hit “Apply” at the bottom of the page to request access to family members” information.
- If you have an active POL account: Login to your POL account; from the menu on the left, choose “Family Access” and then “Request Access to a Family Member” below. Enter the requested information and click “Next.”
Communicating with your Care Provider
1) Should I use Patient Online instead of the phone to communicate with my care provider?
If you have a non-urgent question, most care providers would prefer that you use Patient Online. They’ll get back to you within two business days. However, if your question is urgent, call your care provider’s office directly.
2) I sent my care provider a message through Patient Online and I haven’t heard back yet. What should I do?
Your care provider may not work every day of the week, or he or she may be away for an extended period of time. If you haven’t heard back from your care provider in two business days, call the provider’s office directly.
3) Why should I send messages to my care providers through Patient Online instead of regular email?
Patient Online messages are secure and encrypted. Regular email messages do not provide the level of security and encryption that government regulations require for communication between patients and care providers.
4) Why can’t I send messages to care providers I haven’t met before?
The Patient Online messaging system is set up for patients and their care providers. In order to maintain the high level of personal care between patients and their providers, only messages from patients who have an established relationship with the care provider will be sent to that provider. If you have a question for a provider you’ve never met, you may call the provider’s office directly.
Appointments and Pharmacy
1) When I request or reschedule an appointment with my care provider, how long will it take for a response?
You will receive a response within two business days.
2) When I cancel an appointment, how long will it take to process my cancellation?
All requests submitted through Patient Online take up to one business day to process. If you’d like to cancel your appointment less than one day before the appointment date, please call your care provider’s office directly and cancel over the phone.
3) What’s the difference between a prescription refill and a prescription renewal?
When your care provider prescribes medicine that you’ll need for an extended period of time, he or she may include a fixed number of prescription refills. If your fixed number of refills runs out and you’d like to renew your prescription, you must request a prescription renewal. At that point, your care provider will reevaluate your health needs and determine whether you still need the prescription medicine.
4) When I submit a prescription refill request, how soon will it be ready for pickup at the pharmacy?
If we receive your refill request Monday through Friday by noon, your prescription will be ready for pickup at the pharmacy by 8:30 a.m. on the next business day. If you need your prescription sooner, please call the pharmacy directly at 617-253-1324.
5) When I submit a prescription renewal request, how quickly will it be approved or denied by my care provider?
When you request a prescription renewal, we submit the request to your care provider. Your care provider will evaluate the request and either approve or deny it within two business days. If your request is denied, you will receive a message from Patient Online telling you to contact your care provider directly.
Technical
1) I forgot my password and/or username. What should I do?
If you forgot your password or username, go to the login page and click on the "Forgot Password" or "Forgot Username" link. If that doesn’t work, email POLSupport@med.mit.edu and include your name, date of birth, and your MIT ID number or the last four digits of your Social Security number. We will send you your username and/or new password within one business day.
2) What should I do if my account is locked from too many failed login attempts?
Email us at POLSupport@med.mit.edu, and include your name, date of birth and your MIT ID number or the last four digits of your Social Security number. We’ll get back to you within one business day.
3) How can I stop receiving automated appointment reminder emails?
After you're logged in, click on the “Preferences” link at the top of the main screen. Under the “Alerts” heading, uncheck the box that’s labeled “Appointment reminders.”
4) How can I stop receiving automated confirmation emails about the requests I submit?
After you're logged in, click on the “Preferences” link at the top of the main screen. Under the “Email” heading in the “Notify me when” section, uncheck the first box labeled “a request has been received, has been fulfilled, or I have received a message from my health care provider.”
5) Why has my account been deactivated?
Based on the information we have, you are no longer eligible for services at MIT Medical, and your account has been deactivated. Please read the “Who’s eligible to use Patient Online?” answer above for an explanation of eligibility. If you believe that your account has been inactivated in error, if your eligibility status has changed, or if you need temporary access to your account to review your medical information, please email us at POLsupport@med.mit.edu, and we will reactivate your account.
Still have a question?
Email us at POLsupport@med.mit.edu. We’ll get back to you within two business days.
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