OP Portal FAQs

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If a parent states that they have not received their Welcome email, navigate to the patient's Family Contacts and check their Authority and Email Address. If both are correct, you can always resend the Welcome email by clicking Register and confirming you want to send another email. This is especially helpful if they have a new email address.

Any changes to Widgets, new warning messages, etc. can take 15 minutes or longer to update in the portal.

• Instamed is the preferred vendor. However, we will work with other vendors on a case by case basis.
• If your practice uses a bank and the parents are currently accessing payments via a URL, this can be added to a custom widget and/or warning message (in the Billing section) on the OP Portal to allow payments to be collected easily. See the pages for Updating Custom Texts or Customizing Your OP Portal Home Page for more instructions.

To add the parent/guardians portal account to show their own patient account as well as their dependent(s):

1. Confirm they are listed as a Family Contact in the child's/dependent's chart with the required fields.
2. Navigate to the parent's/guardian's Patient Chart > Family Contacts.
3. Add the Family Contact in the parent's chart: Search by Last name and click on the existing contact record to highlight, then click Select. Confirm/Add the details:
   • Their Role/Reason cannot be Self. We recommend setting the Role/Reason to Other Relative. 
   • The Authority must still be set to either Joint or Exclusive.
   • Confirm the Email address.

After the parent/guardian has registered, they will now see themselves as a dependent on their OP Portal account, as well as any children/other dependents.

1. Log into the OP Portal as an admin.
2. On the left navigation, select Reports > Audit Log.
3. In the Action field, start typing "Welcome" and select Profile: Welcome Mail Sent.

1. A list of all of the Welcome emails sent, in reverse chronological order, will appear.
   • You can see the date and time sent in each row item. 
   • To see more details such as the person and email address it was sent to, click on the row.
   • To search for a specific person, click in the Search field and type the parent's last name + first name (eg "Smith+John"). Click on that row to see more details.

If a parent/guardian cannot see one or more patients when they log into the portal, please follow the steps below to troubleshoot:

Confirm Patient/Parent Details in OP

Confirm Patient is Active in OP

1. Open the patient’s chart.
2. Click on the Basic Information tab.
   • Confirm patient is Active OP patient.
   • Confirm there is no email address or N/A.

If you needed to make the patient Active, or clear their email address, wait a few minutes and then confirm that the patient now shows under the parent/guardian Portal account. If the patient is Active and has no email address, or N/A in the email address field, continue to the next section to troubleshoot further.

Confirm the Parent/Guardian is Active in OP

1. From the Patient Chart, click on the Family Contacts tab.
2. Confirm the parent/guardian is added to the patient's Family Contacts.
3. Select the parent/contact.
4. Are they Active? If yes, continue on to the "Confirm Patient/Parent Details in the OP Portal" section.
5. If they are not Active:
   • Check for Duplicate Contacts in Contact Manager:
     1. In OP, go to Practice Management tab > Contact Manager
     2. First search by last name. If no duplicate is found, search by email address.
     3. If a duplicate is found, use the Merge Contacts feature.
   • If no duplicate found, exit and go to DAR (Demographic Analysis/Recall):
     1. Select No date restrictions and click Search.
     2. Now sort by email address. If no duplicates found, sort by Date of Birth (Note: this is only useful if your practice adds the DOB for contacts).
     3. If a duplicate is found, use the Merge Contacts feature.

If a duplicate was found, and you were able to use the Merge Contacts feature, wait a few minutes and then confirm that the patient now shows under the parent/guardian Portal account. If the parent/guardian still cannot see the patient, continue to the next section to troubleshoot further.

Confirm Patient/Parent Details in the OP Portal

Confirm Patient Details in the OP Portal

1. Navigate to the Admin side of the OP Portal > Users.
2. Search for the patient (last name+first name).
3. Select the patient.
4. Does the patient have a @dummy.com email address?
   • If Yes: Go to the next step.
   • If No: Manually change the email address to a @dummy.com email address. Wait a few minutes and then confirm that the patient now shows under the parent/guardian Portal account. 
5. Is Role Patient?
   • If Yes: Continue on to the "Confirm Parent/Guardian Details in the OP Portal" section.
   • If No: Contact OP for further support.

Confirm Parent/Guardian Details in the OP Portal

1. On the Admin side, open Profile.
2. Click on Caregivers.
   • Confirm the parent/contact is listed here.
3. Navigate back to Users.
4. Search for parent/contact.
5. Select the parent/contact and click Profile.
6. Click on Dependents.
   • Confirm the patient is listed here.
7. Refresh the connection:
   1. Click on Sources.
   2. Click on ellipsis under the Actions column.
   3. Click Disconnect then Confirm.
   4. Click on the ellipsis again.
   5. Click Connect then Confirm.
   6. Wait 10-20 minutes and see if this resolved the issues.

If the patient still cannot be viewed by the parent/guardian, contact OP for further support.