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Frequently Asked Questions

Southwest General’s HealtheLife secure?

Southwest General takes great care to protect your health information. HealtheLife is completely confidential and meets all federal HIPAA guidelines designed to protect your private health information. To help protect your personal health information, do not share your username and password with anyone and be sure to log out after each visit.

Can I set up and access my Southwest General HealtheLife account during my hospital stay?

Yes. During your stay, you can access your email via computer, smartphone, or other mobile device to set up your account. Just ask any of your health care providers to send you an invite for HealtheLife. If you need further assistance while in the hospital call 440-816-4613.

What do I do if I forget my username or password?

Call Technical Support for Southwest General’s HealtheLife at 1-877-621-8014, 24-hours a day, seven days a week.

What should I do if I don't understand my results?

Contact your health care provider for any questions concerning your medical information.

Can I view the medical record of my child or a family member with Southwest General’s HealtheLife?

Yes. Proxy access allows a patient’s parent, guardian or designee to connect to the patient’s health information. Forms to request proxy access are available in the Medical Records Department at Southwest General.

Is there a fee to use Southwest General’s HealtheLife?

No, Southwest General’s HealtheLife is a FREE service offered to our patients.

When can I see my lab test results?

Lab tests will be posted to your electronic health record within 36 hours. All lab tests are now available.

If the health information in my account is not correct, what should I do?

Please contact your health care provider with any concerns about the accuracy of your health information.

Can I log my own personal health/wellness information in HealtheLife?

Yes. Select the "Wellness" option, which appears with a heart icon in the main menu. From here, you will have access to Trackers for steps, weight, food, blood pressure, blood glucose, cholesterol and heart rate. Additionally, you may access various health assessments, educational workshops, a meal planner and more in this section. To return to Southwest General’s HealtheLife, click on the "Return to Southwest General” button at the top of the page. The personal heath/wellness data you log is for your own reference and will not become part of your hospital electronic medical record.

Can my spouse and I share one HealtheLife account?

No. Due to the sensitive nature of medical information, each adult must establish his or her own account in Southwest General’s HealtheLife.

Can I use Southwest General’s HealtheLife to communicate an emergency or medical concern?

NO. DO NOT USE SOUTHWEST GENERAL’S HEALTHELIFE IN AN EMERGENCY. If you are experiencing a medical emergency, call 9-1-1 and do not use online messaging.

What if I have requested/need an e-mail invitation to register but do not receive the invitation?

Please check the spam or junk mail folders in your email account. If you still cannot find the invitation, call 440-816-4613 to verify your email address and have the invitation resent to you if needed.

Why does my invitation link not work?

For your security, your invitation expires after 90 days. Call 440-816-4316 l to have the email invitation re-sent to you.

Who do I contact for technical help with Southwest General’s HealtheLife?

Call Technical Support at 1-877-621-8014, 24-hours a day, seven days a week.

Will I be notified when new information is available in the portal?

Yes. You will receive an email alert when new information, results or reports are available in HealtheLife. The email alerts you that you have a message in the patient portal, but it does not include the content of the message.

Can I update my account information in HealtheLife?

Yes. In the upper right-hand corner, click on your name. From the drop down menu, select “Patient Information” to update your name, address, phone, email, insurance information, personal contacts and medical contacts. Select “Account” and then “Update Account Settings” to update your username and password information. To return to Southwest General’s HealtheLife, click on the “Back to Southwest General” button at the top of the page.