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MyKelseyOnline Frequently Asked Questions (FAQ)

General Questions
What is MyKelseyOnline?
Who can sign up for MyKelseyOnline?
When will MyKelseyOnline be available at every Kelsey-Seybold Clinic location?
What types of appointments can I schedule online?
Is there a fee for using MyKelseyOnline?
How do I sign up for MyKelseyOnline?
I already have a PatientOnline account. Can I still use it?
May I open an account for a child or another adult?
What functions may I perform with a proxy account?
Security and Privacy
How secure is MyKelseyOnline?
How is my privacy maintained?
Signing Up for MyKelseyOnline
Why am I required to provide my Social Security number and other personal information to sign up for MyKelseyOnline?
What questions am I required to answer during the enrollment process? Where do those questions come from?
I don't want to enter my SSN or other personal information online. Can I fill out a form or give you the information on the phone?
Can you provide me with an access code and I'll create a password?
Using MyKelseyOnline
Who do I contact if I have a question regarding the use of MyKelseyOnline?
I forgot my MyKelseyOnline ID. How do I get a new one?
I forgot my password. How do I get a new one?
When can I cancel an appointment?
Where can I update my personal information or change my password?
How soon can I expect a response to an "Ask Your Doctor" message?
I was logged out of MyKelseyOnline. What happened?
Using MyKelseyOnline for Family Members
Can I establish an account for a child or family member?
Can I ask questions regarding a family member from my MyKelseyOnline account?
Can my spouse and I share one MyKelseyOnline account?
How do I obtain proxy access?
Can a non-Kelsey-Seybold patient serve as a proxy?
Can I establish a proxy account for my teenager?
What functions may I perform on my child's or another adult's behalf with a proxy account?
Access Codes, Passwords and User IDs
My access code does not work, what should I do?
Is my access code my user ID?

General Questions

What is MyKelseyOnline?

MyKelseyOnline offers patients personalized and secure online access to portions of their medical records. It enables you to securely use the Internet to help manage and receive information about your health. With MyKelseyOnline, you can use the Internet to:

  • Request appointments in specialty departments.
  • Schedule selected appointments in primary care.
  • E-mail your health care team.
  • View past and future appointments.
  • Request updates to insurance and demographic information.
  • And more!
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Who can sign up for MyKelseyOnline?

To ensure a smooth implementation, MyKelseyOnline is being rolled out to four or five Kelsey-Seybold Clinic locations at a time, starting with Fort Bend Medical and Diagnostic Center, Cypress Clinic, The Woodlands Clinic, and The Woodlands OB/GYN Clinic on April 28, 2009. Any patient at those locations can enroll in MyKelseyOnline by going to MyKelseyOnline.com and selecting "Sign-up here for MyKelseyOnline".

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When will MyKelseyOnline be available at every Kelsey-Seybold location?

MyKelseyOnline will be rolled out to every location in 2009. The plan is as follows:

  • April 28: Fort Bend Medical and Diagnostic Center, Cypress Clinic, The Woodlands Clinic and The Woodlands OB/GYN Clinic
  • May 5: Silverlake Clinic, Spring Medical and Diagnostic Center, Pasadena Clinic, Woman's Center and Houston Center
  • May 12: Clear Lake Medical Center, Clear Lake Clinic, West Clinic and Katy Clinic
  • May 26: Main Campus, Humble Clinic, Kingwood Clinic, St. Luke's Medical Tower and Kelsey-Seybold at The Vintage

Patients at these Kelsey-Seybold Clinic locations can enroll online at www.MyKelseyOnline.com, starting on the roll-out dates listed above.

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What types of appointments can I schedule online?

Once you establish a MyKelseyOnline account, you can request an appointment with any Kelsey-Seybold doctor. This includes your primary care physician or a specialist in Allergy, Cardiology, Dermatology, Endocrinology, OB/GYN, and more than 40 medical specialties. You can directly schedule selected appointments with a Kelsey-Seybold specialist in Family Medicine, Internal Medicine or Pediatrics.

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Is there a fee for using MyKelseyOnline?

MyKelseyOnline is available to you at no fee.

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How do I sign up for MyKelseyOnline?

Go to www.MyKelseyOnline.com and select "Sign-up here for MyKelseyOnline". Online enrollment for MyKelseyOnline is a multi-step process.

  1. In the first step, you will be asked to provide certain personal information, including your Social Security number.
  2. The next step requires you to answer four security questions to confirm your identity.
  3. Having successfully completed those steps, you will receive your access code. To activate your account, you will be required to enter your access code, the last four digits of your Social Security number, date of birth and zip code.
  4. Finally, you will create a unique user ID and password that you will use to login to MyKelseyOnline during future visits to the site.
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I already have a PatientOnline account. Can I still use it?

MyKelseyOnline will replace our existing PatientOnline system and offer more services and features. For a limited time, patients can continue to access their PatientOnline accounts for appointment requests only. However, we strongly recommend that you use MyKelseyOnline instead of PatientOnline because PatientOnline offers fewer services and will be discontinued in the near future.

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May I open an account for a child or another adult?

A "proxy" is a person who accesses and manages a patient's record on behalf of that patient. Proxy accounts can be established for the parents or legal guardians of children up to the age of 12. You may also establish a proxy account for a parent or elderly adult. Only Kelsey-Seybold patients can serve as a proxy.

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What functions may I perform with a proxy account?

Proxy account holders can view immunization history and request or schedule an appointment on their proxy's behalf. They will also be able to send a secure message to their child or adult proxy's health care team.

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Security and Privacy

How secure is MyKelseyOnline?

All communication between you and your Kelsey-Seybold Clinic health care provider using MyKelseyOnline is carried over a secure, encrypted connection. Encryption means the information is encoded in such a way that no one can read it during transmission. Your health records are stored behind a firewall to prohibit unauthorized access. In addition, MyKelseyOnline access requires a unique ID and password that you create.

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How is my privacy maintained?

MyKelseyOnline is owned and operated by Kelsey-Seybold Clinic and is fully compliant with federal and state laws pertaining to your privacy. Your name and e-mail address will be kept private and confidential and will never be sold or released by MyKelseyOnline.

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Signing Up for MyKelseyOnline

Why am I required to provide my Social Security number and other personal information to sign up for MyKelseyOnline?

At Kelsey-Seybold Clinic, maintaining the privacy of your personal health information is of the utmost importance to us. We utilize a stringent identity verification process before allowing access to any patient's record. By requiring multiple pieces of personal information (including SSN), we can confirm with accuracy that the enrollee is, in fact, the patient he/she claims to be. We will only allow access to a MyKelseyOnline patient record if we have definitely confirmed that the enrollee's identity matches that patient. Further, please know that all information you provide is secured with 128-bit encryption technology as it transmits from your computer to our MyKelseyOnline server.

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What questions am I required to answer during the enrollment process? Where do those questions come from?

As part of the rigorous identity verification process used for MyKelseyOnline, patients are required to answer four security questions during enrollment. Questions are provided by a secure 3rd party service that has direct access to various public information sources (for example, appraisal districts, bureaus of vital statistics, county records, and other records). The content of these questions is publicly available and can be retrieved legally by any requesting party. Much of it can be accessed directly from specific organizations' Web sites. The subject matter of these questions typically relates to property ownership and familial relationships. These are "top of mind" questions, meaning that a person whose identity is being validated will be able to correctly answer from his/her own memory. Other individuals would most likely lack the necessary personal information to submit accurate responses. Further, the questions are timed which precludes attempts to research the answers. The presentation of questions and your responses to them are all secured with 128-bit encryption to help ensure that no one can access them during transmission.

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I don't want to enter my SSN or other personal information online. Can I fill out a form or give you the information on the phone?

We're sorry. You can only enroll online using a secure, encrypted connection. When you enter your SSN and other personal information, it is encrypted, which means that no one can read it during transmission.

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Can you provide me with an access code and I'll create a password?

No. Our system is automated to protect your privacy. The only way to enroll in MyKelseyOnline is to go to www.MyKelseyOnline.com and complete the online enrollment process. That process will confirm your identity as well as your status as a Kelsey-Seybold Clinic patient. You will then be given an access code that will enable you to activate your account and establish your unique ID and password. The access code will expire after you use it or after 30 days.

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Using MyKelseyOnline

Who do I contact if I have a question regarding the use of MyKelseyOnline?

For help with setting up or using your account, please call the MyKelseyOnline Help Line at 713-442-6565. This service is available Monday-Friday, 8 a.m. to 5 p.m. You may also e-mail us at MyKelseyOnlineSupport@kelsey-seybold.com.

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I forgot my MyKelseyOnline ID. How do I get a new one?

At the sign-in screen for MyKelseyOnline, click "Forgot MyKelseyOnline ID?" You will be asked for your first name, last name, date of birth, Social Security number and zip code. A message with your MyKelseyOnline ID will be sent to your personal e-mail address on file. You may also call the MyKelseyOnline Help Line at 713-442-6565. This service is available Monday-Friday, 8 a.m. to 5 p.m.

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I forgot my password. How do I get a new one?

At the sign-in screen for MyKelseyOnline, click "Forgot Password?" You will be asked for your MyKelseyOnline ID, last four digits of your Social Security number, and date of birth. Then you must answer a password reset question. Once you answer the question, it will take you to a screen where you will type in your new password twice. You may also call the MyKelseyOnline Help Line at 713-442-6565. This service is available Monday-Friday, 8 a.m. to 5 p.m.

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When can I cancel an appointment online?

Please be courteous to our staff and to other patients. If you need to cancel or reschedule an appointment, please try to do so as far in advance as possible.

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Where can I update my personal information or change my password)?

Log into www.MyKelseyOnline.com and from the left menu, go to the Preferences section and select the appropriate option.

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How soon can I expect a response to an "Ask Your Doctor" message?

"Ask the Doctor" is not for urgent matters. For urgent matters, dial 9-1-1. Your doctor's office will make every effort to respond to your messages within 24 hours, excluding weekends and holidays. If you need to speak with your doctor's office sooner, please call the office directly.

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I was logged out of MyKelseyOnline. What happened?

We aim to protect your privacy and security of your information. While logged into MyKelseyOnline, if your keyboard remains idle for 20 minutes or more, you will be automatically logged out of MyKelseyOnline. We recommend that you log out of your MyKelseyOnline session if you need to leave your computer for even a short period of time.

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Using MyKelseyOnline for Family Members

Can I establish an account for a child or family member?

Adult patients of Kelsey-Seybold can manage medical information for family members such as seniors or young children up to the age of 12 if they have been granted proxy privileges for those patients. A "proxy" is simply a person who accesses and manages a patient's record on behalf of that patient. Only Kelsey-Seybold patients can serve as a proxy. Proxy access is important for a variety of reasons. Minor children are not legally allowed to view their medical records online. A parent or guardian must use proxy privileges to view the child's record via MyKelseyOnline. For adult patients, proxy access may be granted to one spouse on behalf of the other to streamline management of family health needs. Alternatively, an elderly or infirmed adult may need assistance in using MyKelseyOnline to its full capability. In this case, proxy access can be very helpful and beneficial to the patient. In order to arrange child or adult proxy access, login to MyKelseyOnline and select the appropriate option under the "My Family's Records" menu.

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Can I ask questions regarding a family member from my MyKelseyOnline account?

No. MyKelseyOnline offers direct access to your personal health record and communicating about another individual's information would be placed in your health record. This information would not appear in the correct health record and could potentially jeopardize medical care. However, you can send a secure message via your proxy account.

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Can my spouse and I share one MyKelseyOnline account?

No. Due to the sensitive nature of medical information, each adult must sign and submit a Release of Information request and establish their own MyKelseyOnline account.

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How do I obtain proxy access?

You will need to complete and submit a Proxy Request Form for each child and/or adult whose MyKelseyOnline account you would like to access. These forms are available in the "My Family's Records" menu within MyKelseyOnline. You will also find instructions indicating how the completed form(s) should be submitted.

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Can a non-Kelsey-Seybold patient serve as a proxy?

No. Only Kelsey-Seybold patients can serve as a proxy.

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Can I establish a proxy account for my teenager?

At this time, proxy accounts can be established for the parents or legal guardians of children up to the age of 12. No proxy accounts can be established for children between the ages of 12 and 17.

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What functions may I perform on my child's or another adult's behalf with a proxy account?

Proxy account holders can view immunization history and request or schedule an appointment on their proxy's behalf. They will also be able to send a secure message to their child or adult proxy's health care team.

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Access Codes, User IDs and Passwords

My access code does not work. What should I do?

For your security, your access code expires after 30 days and is no longer valid after the first time you use it. If your access code has expired, call the MyKelseyOnline Help Line at 713-442-6565. This service is available Monday-Friday, 8 a.m. to 5 p.m.

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Is my access code my user ID?

No. Your access code is not your MyKelseyOnline ID or password. You will use this code only once to log into MyKelseyOnline for the first time. (The code will expire after you have used it or after 30 days). When you log into MyKelseyOnline the first time, you will then be asked to create your own unique MyKelseyOnline ID and password.

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