Frequently Asked Questions
What is My Clinic?
My Clinic (powered by NextMD) is our secure patient portal. It gives you a way to contact your healthcare provider about non-urgent requests through a secure patient portal.
Can I register for the portal over the phone or online?
For security reasons, we need to register you in person at the Clinic.
Is My Clinic Patient Portal the same as email?
No. This system uses a secure web portal (website) to send messages to your doctor and doctor’s office directly to our electronic health record system. This allows staff to view your request alongside your electronic medical chart. Our Staff can see vital parts of your health record as they take care of your requests.
I have lost my token/my token is more than 30 days old and the web site will not take it. What should I do?
You no longer need an enrollment token to sign up. If you were previously issued an enrollment token but have not completed the enrollment process, please contact the My Clinic Helpline at 574-204-7600 for one of our support staff to assist you. They will need to verify your identity before completing your enrollment on the patient portal.
Can I send a message about my child (spouse, child, parent, etc…) through My Clinic portal account?
The Patient Portal includes “Care Manager/ Dependent” functionality. The Care Manager function allows you to designate who the message is concerning. This must be set-up before you may send messages regarding your child (spouse, child, parent, etc.).
Keep in mind that if your account has not been set-up to accommodate a Care Manager, any messages that you send will become part of your personal health record. Please contact our offices for further details. The Care Manager/ Dependent functionality will only be activated after the identity of the Care Manager has been verified.
If your family member would like an independent portal account, one of our staff members will be happy to assist them.
How quickly can I expect a response to my message?
Patients should allow at least two business days to receive a reply. However, it is common for our physicians and staff to reply more promptly.
Who do I contact if I have further questions?
Call the My Clinic Help Line at 574-204-7600.
I have forgotten my User Name/ Password. How can I retrieve it?
Go to My Clinic and click on “Need help with your username and password?” You will be asked to enter your information to find your account in our records. You will receive an email containing your username or password information.
My User Name, Password, or Security Question Answer is not working. I know I entered it correctly. What do I do? Remember that all login information (username, password and security question answer) is case sensitive. Make sure that you are entering the information in the same “case” in which you created your login. If you still cannot login, go to My Clinic and click on “Need help with your username and password?” Use the options listed for login information retrieval. If you are still experiencing technical problems, contact our My Clinic Helpline at 574- 204-7600.
I visit multiple doctors at the Clinic. Do I need to enroll on the portal for each doctor?
Once you enroll in My Clinic, you are set up to access all physicians and clinic practices at the South Bend Clinic. Just select the doctor you would like to communicate with and your portal message will get to that doctor’s office.
I am locked out of my account, how can I unlock it?
Your account will be locked after four unsuccessful log-in attempts. The username and passwords are both case sensitive, so please be careful when logging in. Call the My Clinic Helpline for someone to assist you or have your account unlocked at 574.204.7600.
I have a new email address, how can I change it?
Login to My Clinic and click on the “My Account Tab”. Go to “My Information” and then scroll down to email addresses where you can make a change.
My doctor said she sent me a My Clinic message, but I never received an email letting me know that the message was available. What should I do?
The email notification was likely lost in your Spam filter. Search your Spam folder and correct the filter to prevent it from identifying these notifications as Spam. Even if the notification was lost, any messages or documents, that were sent via the My Clinic Patient Portal, can be retrieved by logging into My Clinic and reviewing your inbox.
Why can't I see my lab results?
Lab results are available upon your request and are visible after they have been reviewed by a provider. If you request to have your lab results sent through the portal, but they are not visible, your lab results may not be final yet. Please call the office if you have not received notification regarding your lab results within two weeks of your request.
At this time, we can only publish labs that have been ordered by a South Bend Clinic provider. The labs must be performed at South Bend Clinic in order to be published in your portal account.
Why can't I see all of the information in my record?
The portal does not allow all portions of the medical record to be visible. Tests or vaccines that were done prior to the initiation of our patient portal will not be visible.
Some of my information is wrong. How do I correct this?
We are hopeful that the patient portal will help us keep your information correct and reduce other errors such as billing mistakes. If you notice an error in your demographic information or your medical history, please send us a change request through the portal.
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