Frequently Asked Questions

Find answers to common questions about managing your practice profile, patient capacity, privacy, and more.

Account & Access

Patient Capacity & Availability

Profile & Information Management

Hours of Operation

Referrals & Network Collaboration

Locations & Multiple Sites

Notifications & Communication

Technical Issues

Reporting & Analytics

Special Circumstances

Frequently Asked Questions

Account & Access

How do I reset my password?

I forgot my username, how can I retrieve it?

Can I have multiple users access our clinic's profile?

What permissions do different user roles have (admin vs. clinician)?

Patient Capacity & Availability

What happens when I am no longer accepting new patients?

Can I set different acceptance criteria for different types of patients (e.g., pediatric vs. adult)?

How do I temporarily pause accepting new patients (e.g., during vacation)?

Can I specify which insurance types or payment methods I accept?

How do I indicate if I'm accepting virtual/telehealth patients vs. in-person only?

What does "rostered capacity" mean and how do I set it?

Profile & Information Management

How do I add or update the languages spoken at my clinic?

Can I upload photos of my clinic or staff?

How do I list the specific services I offer (e.g., chronic disease management, mental health)?

How do I indicate accessibility features at my location (wheelchair access, parking)?

Can I add information about after-hours care or on-call services?

How do I update my contact information (phone, fax, email)?

Hours of Operation

How do I set different hours for different days of the week?

Can I set specific hours for different services (e.g., lab draws only in mornings)?

What if my hours change temporarily (e.g., reduced summer hours)?

How do I indicate if I'm closed for lunch or have split shifts?

Can I set recurring holiday closures (e.g., closed every statutory holiday)?

Referrals & Network Collaboration

How can other clinicians or OHT members find my practice?

Can I see which clinics are accepting patients in my area?

How do I connect with my Ontario Health Team through the portal?

Can I refer patients to other clinicians through this system?

How do I indicate which specialists I have referral relationships with?

Data Sharing & Privacy

Who can see my clinic information in the portal?

What patient information is shared through this system?

How is my data protected and secured?

Can I control what information is visible to the public vs. healthcare providers?

Is this portal PHIPA compliant?

How do I report a privacy concern?

Locations & Multiple Sites

I practice at multiple locations, how do I manage all of them?

Can I set different availability at different locations?

How do I indicate which services are available at which location?

Can I have different staff listed for different clinic locations?

Notifications & Communication

Will I be notified when a patient tries to connect with me?

How do I set my notification preferences?

Can patients contact me directly through the portal?

How do I communicate updates to my OHT or primary care network?

Technical Issues

The portal isn't loading properly, what should I do?

Which browsers are supported?

Can I access this portal from my mobile device?

Who do I contact for technical support?

Is there a user guide or training materials available?

Reporting & Analytics

Can I see how many patients have viewed my profile?

How can I track referrals or patient inquiries?

Can I export my clinic data for my own records?

Are there reports available for OHT administrators?

Special Circumstances

I'm retiring soon, how do I indicate my practice is closing?

I'm going on parental leave, how do I update my status?

Our clinic is undergoing renovations, how do I communicate temporary changes?

I'm only accepting existing patients' family members, how do I indicate this?

Can I indicate if I'm accepting patients transitioning from another provider?