Technical Help for Members
If you can't find the answer you need, you may:
- Use the Website Feedback and Support form to submit your question.
- Call Customer Service during standard business hours, Monday through Friday.
Login and Passwords
I can't log in to the secure member website.
You must register and create a password before you log in for the first time. (The secure member site, called MyGroupHealth for Members, is where you can refill prescriptions, e-mail your doctor, and see your lab results and other personal health information. Follow the instructions when you register to get access.)
If you have registered and created a password, make sure you are entering your correct member ID number and password. Your ID number is on your member card. Your Group Health password is case-sensitive.
Not sure you're using the right password? You may create a new one at Forget your password? (This link is on the login page, below the password field.) You also may call Customer Service for assistance during business hours, Monday through Friday.
I'm locked out! How do I get access — and why did that happen?
If you are locked out of the secure member website, our system can send a temporary password to your personal e-mail address so you can create a new password. Follow the instructions on the error page you see when you try to log in. You also may call Customer Service for assistance during business hours, Monday through Friday.
You'll be locked out if you have 5 unsuccessful attempts to log in. The lock-out is a security measure to protect against hackers. A lock-out usually happens because someone isn't aware they incorrectly entered their member ID number or password.
The 5 attempts don't have to occur at the same time. Maybe you tried 3 times last week, and then you tried 2 times today and couldn't log in, and that added up to the limit of 5 consecutive failed attempts. (The count goes back to zero when you do successfully log in.)
How do I change my password or my security question?
Log in to the website and go to "Update Account Profile" at the top of the left column. You can change your password and security question at any time. You'll be asked for the correct answer to the security question if you are having trouble logging in and need to change your password.
Updating E-mail, Information
How do I change my e-mail address or other personal information?
Log in to the website and go to "Update Account Profile" at the top of the left column. You can change your personal e-mail address, street address, stored bank card information, coverage status, and other information there.
It's important to make sure we have your current e-mail address. That is the e-mail where temporary passwords are sent if you are locked out and where you receive notices when you have new messages in your member inbox.
Choosing or Changing Your Doctor Online
How do I choose my personal physician?
You can view profiles of doctors and other providers in the Provider Directory. The directory lists providers who work at Group Health medical centers and providers who work in our contracted provider network at other clinics and hospitals.
To choose your primary care provider online, register and log in to the secure member site. Then when you open the Provider Directory, you'll see a link at the top of each provider profile that says, "Make this doctor my personal physician." You'll only be able to choose a primary care doctor when you are logged in.
You also may call Customer Service during business hours, Monday through Friday, to designate a personal physician.
How do I change my personal physician?
To change your primary care doctor online, you must be registered and logged in (see above). Then go to the Provider Directory and simply choose a different provider to be your personal physician. Or you may call Customer Service.
Personal Online Services
I don't see all services, such as e-mailing my doctor.
To see these services, you need access to the secure member website. Register on this site and follow the instructions to get access to your personal online services. This process includes entering a one-time ID verification code that will be mailed to your home address.
If you did register and enter your one-time code, there are several reasons that you may not see a full suite of services.
- If you don't get your primary care at a Group Health medical center, you will only have some online services. You'll be able to refill prescriptions online, get a Health Profile assessment, and check your health coverage and benefits online. However, you won't be in the system that allows you to e-mail a Group Health doctor, make Group Health appointments online, or see your online medical record at Group Health, including lab results.
- You registered and got access to your personal online services before you chose a doctor at Group Health. To have the rest of your services activated, call Customer Service during business hours, Monday through Friday.
- You haven't chosen a personal physician yet. Call Customer Service during business hours, Monday through Friday to choose a provider at Group Health and have the rest of your services switched on. Or, you can log in and choose a physician in the Provider Directory and then call Customer Service. (See the "Choosing" category on this page.)
Where is the link to e-mail my doctor?
After you log in to the secure member site, you'll see the "E-mail Your Health Care Team" link in the center column of your home page and in the left column of any page on the secure site. (The Provider Directory doesn't have secure e-mail links.)
If you are logged in and have access to some personal online services, but don't have secure e-mail, see the previous question.
The "Reply" button doesn't work to e-mail my doctor.
You can reply to most messages for 30 days after they appear in your Message Inbox. After 30 days, you will no longer be able to reply to a message.
In some cases, the original message may not have a reply button. This might happen, for example, if your regular doctor is out of the office and another member of his or her team sends you a message to let you know that, but is not available to respond to follow-up messages. Most doctors will have their messages forwarded to another doctor who can assist you, so this should not happen often.
If you want to e-mail your doctor and can't use the reply button, start a new message.
I was ready to send a message, but the "Send" button wouldn't work.
The send button won't be active until all parts of the message are complete. You must type something in both the subject and message fields.
If you pasted your whole message in the message field, try typing in another period or any other character.
In the list of providers I can e-mail, a doctor is listed that I've never seen. Why?
Occasionally, doctors you have not had an appointment with may be listed in the drop-down menu, such as specialists who have consulted with your doctor or helped analyze a test result. Our system automatically lists all doctors who have participated in your care.
Where are my lab results and immunization records?
If you have access to your personal online records, you'll find lab results and immunizations under the "Medical Record" section after you log in. Medical Record is in the center column of your home page and in the left column of any page on the secure site.
Your Medical Record includes lab results, blood pressure and weight, health conditions, allergies, letters and vision prescriptions, and routine-care reminders.
You can view your online medical records if you get care at a Group Health medical center and you have registered and followed the instructions to get access to your personal online services.
Why isn't my most recent test result available in my lab results?
Most lab and test results are automatically sent to your online medical record by the lab. Some results aren't automatically released to your online record, such as mammography. If you're expecting test results that have not been posted, contact your physician to check on the result status or to ask that your provider release your results to MyGroupHealth.
When I log in, I have an alert that a new message is in my Message Inbox. When I open the link, I don't see anything new.
This problem may occur if you have a web accelerator installed on your computer, such as Fasterfox or Google Web Accelerator.
Web accelerators are hardware or software that seem to make your browser access web pages more quickly. They do this by caching (or storing) previously accessed pages, or by "pre-fetching" documents or pages likely to be accessed in the near future. However, if an old message or lab result has been cached, the accelerator may skip new messages or lab results and go directly to the cached one.
If you know you have a web accelerator installed on your computer, disable it and then try checking your messages or lab results again. If you aren't sure whether there is a web accelerator on your computer, or you have disabled it and the problem persists, please contact Customer Service.
Have other questions about online services?
Open the online service you have a question about — refilling prescriptions, making appointments, viewing lab results, or whatever — and go to the "About This Service" link at the top of the page.
Each type of service has its own About This Service page, which explains how the service works and answers common questions.
Supported Browsers and Operating Systems
The pages don't look quite right. What Web browsers does Group Health support?
We support the more recent versions of commonly used browsers, primarily Internet Explorer, Firefox, and Safari.
If you are using an older browser, you should consider upgrading to a more recent version to get the most satisfactory experience on the Group Health site.
I am having trouble opening PDF links.
Adobe Reader is a free program that allows you to access PDF files. If you don't have Adobe Reader or need to upgrade, you can download this software free from the Adobe website.
I can't find or open a page that I bookmarked. What happened?
We occasionally make changes to the organization of our site and the location of some pages may change, or some pages may be removed. Usually pages that are moved will automatically go to the new location. Otherwise, use the search box at the top of all pages.
I've heard that I should clear my cache for security reasons. How is that done?
The cache is a collection of web pages you've recently visited. The browser saves the pages in a list that can be reviewed, such as your history list. The cache then helps pages reload faster when you return to them.
Clearing the cache will increase the security and privacy of your information because no one will be able to see your browsing history. This is important if you're using a public computer, such as at a library. If you don’t know how to do this, search for "clear cache" or "clear browsing history" in the Help section for your browser window.