Frequently Asked Questions

ABOUT ELATION PASSPORT

HOW TO USE ELATION PASSPORT

TROUBLESHOOTING

ABOUT ELATION PASSPORT

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What is Elation Passport?

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Your Elation Passport is a new solution that lets you keep in touch with your doctor's office between visits, so that all of your visit takeaways, lab results, and recommended healthcare steps are captured in one place. You can also access your complete clinical information like allergies or medications for use as a reference and to share with your other clinical providers.

What Elation Passport means for you...

  • You’ll still be able to contact your doctor’s office just like you always have.
  • Notes from each visit will automatically be available to you online.
  • You can securely message the office about results or non-urgent questions you may have - you don’t have to wait until the office opens to ask a question.
  • You can have access to your allergies, current medications and other pertinent information that other clinicians would find helpful to facilitate your care, and can print or fax this information straight from your phone or computer.
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What will I need to sign up for Elation Passport?

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Elation Passport is accessible on any device that has access to the internet with a web browser (like Internet Explorer or Google Chrome). This means any tablet, mobile phone, desktop, or laptop regardless of whether it is an Apple or Microsoft product are all compatible. However, please note that Elation Passport is not optimized for some older internet browsers, and as a result, may not render appropriately on those browsers. See which internet browsers Elation Passport is optimized for.

The signup process currently requires you to have a valid email address and a mobile phone that can receive text messages for security purposes.

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Is Elation Passport secure?

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Simply put: Yes, we take security very seriously and as a government-certified electronic medical record system, we have put in place bank-grade security protocols and infrastructure to protect your health data and keep it confidential.

More details: Elation Passport uses role-based security with the most advanced information safeguards available. Encryption, password protection, the ability to track every viewer and other safeguards protect against unauthorized use of the exchange. Your information will not be shared with any third party. Only your medical provider or persons your medical provider gives access to to help facilitate your care will be able to access your confidential health data. We act on behalf of your medical provider to store their patients' confidential health data and, through your medical provider, are legally bound to comply with the laws and regulations set by the US Department of Health and Human Services and the US Congress in maintaining health data confidential.

We use the same security protocols (256-bit SSL/TLS to encrypt the traffic flowing from our servers to your doctors office and AES-256 to encrypt the data on our servers) that your bank and other high-security online sites use to ensure that your medical information is never visible to unauthorized people. We also use very strict requirements for the passwords that all Elation users are required to adhere to. We are constantly evaluating our security protocols and regularly add additional measures to ensure the data stored in ElationEMR is secure and protected.

HOW TO USE ELATION PASSPORT

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How do I sign up for Elation Passport?

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Elation Passport is available by invitation-only. You must receive an invitation from your doctor’s office. Once the office has invited you, the sign-up steps are the following:

  • Look out for an email from your doctor's office, sent to the email address that you shared with your doctor's office.
  • Follow the instructions in the email by clicking on the special link.
  • A text message with your Passport Invitation Code will be sent to your mobile phone number that was shared with your doctor's office. This is an extra security measure put in place before you can access your account.
  • On the signup page, choose a password, enter your Passport Invitation Code and log in.
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How do I log in to Elation Passport?

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You can log in to your Elation Passport by going to app.elationpassport.com and entering your email and password.

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What is an Elation Invitation Code?

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The Elation Invitation Code is used for privacy and security purposes as part of Elation 2-factor authentication for accessing a patient’s Elation Passport. You will receive your Elation Invitation Code via text message to your registered mobile phone when you click on the invitation email from your doctor.

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How will I know when I have a new message?

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Every time there is a new message from the office, you will automatically receive an email from Elation with the notification and a link to access the message in Elation Passport. If you'd rather receive a text message when a new message is available, adjust your notification preferences in Settings. Under "Set preferred contact method," choose SMS Text Message.

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Where do I see messages from the office and how do I reply?

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New messages from the office display in your Timeline. The number of unread items in your Timeline is indicated on the "Timeline" tab in the main navigation, and also on the "New" tab inside Timeline. Clicking the "New" tab in Timeline will show you only your unread messages.

To reply to a letter from the office, open the letter and click in the "Reply" field in the "Responses" section at the bottom of the message.

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How do I send a new message to the office?

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Currently you can only reply to letters that the office has sent to your Passport. When you respond to a letter, you should only discuss the contents of that letter. In a future update to Passport, you will be able to compose your own letter to your doctor about a new topic.

If you have new or pressing questions about your health, or if you're experiencing a medical emergency, continue to contact your doctor as you previously would (by phone or another method), or call 911.

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Can I comment on Visit Summaries?

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No. Currently you can only reply to letters that the office has sent to your Passport.

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What should I do if I see a discrepancy with my information in Elation Passport?

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Call the office and let the staff know that there is a discrepancy between the information in your Passport and information that you know is correct. The staff will be able to review your chart and make any needed changes.

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Can I access Elation Passport from my phone or tablet?

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Yes! You can use Elation Passport on a mobile phone or tablet that runs Mobile Safari, Chrome, Firefox, or Internet Explorer 9+.

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Which internet browsers can I use to access Elation Passport?

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Currently, Elation Passport is optimized for Safari, Chrome, Firefox, and Internet Explorer 9+.

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How can I share my health information with another doctor?

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You can print your clinical profile and any documents your doctor shared with you. You can also fax your clinical profile straight from your phone or computer - all you need is the other doctor's fax number. This can quickly give the clinician taking care of you access to your drug allergies and important health information, especially in a situation like the emergency room.

TROUBLESHOOTING

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I never got a Passport invitation email or am not receiving email alerts, what do I do?

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The office may not have a correct email address on record for you. Please contact your doctor’s office so they can confirm that your email address was recorded correctly during registration. Your doctor’s office can then resend the invitation email.

We also only send email alerts when there are new messages or visit summaries in your Elation Passport. To ensure that the email we send you ends up in your inbox, and isn't mistakenly sent to the junk folder, please whitelist our email address, which is support@elationpassport.com.

Learn how to whitelist an email address on AOL, Yahoo, Gmail, Hotmail, Outlook, Apple Mail, ThunderBird and Postini.

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I never got the Elation Invitation Code, what do I do?

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The office may not have a correct mobile phone number on record for you. Please contact your doctor’s office so they can confirm that your mobile phone number was recorded correctly during registration. Your doctor’s office can resend the Invitation Code, or just tell you the code over the phone.

Please make sure your service plan and mobile device supports text message delivery. Delivery speed and availability may vary by location and service provider. Also make sure you are at a location with adequate cell signal when you’re trying to receive your codes.

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I forgot my password, what do I do?

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On the login screen for Elation Passport, click the link that says "Forgot password?". An email will be sent to your email address with a link to reset your password.

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Who should I contact if I have trouble accessing Elation Passport?

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Contact the Elation Team at support@elationpassport.com.

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My doctor does not yet have Elation Passport, what do I do?

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Send Elation an email to support@elationpassport.com with your name, your doctor’s name, phone and city, state and we will send your doctor information about Elation Passport on your behalf. We will also contact you when your doctor has Passport available.