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UW Medicine eCare Frequently Asked Questions


Enrollment Questions
What is UW Medicine eCare?
What is the cost of UW Medicine eCare?
Who can sign up for UW Medicine eCare?
How do I sign up?
Support Questions
How do I contact UW Medicine eCare?
Which providers participate in UW Medicine eCare?
When can I expect a reply to messages I send to my provider or clinical team?
Why did my message go to the clinical team and not my provider?
eCare For My Family
Can I view a family member's (e.g., my child, spouse, parent) health record in UW Medicine eCare?
Can I ask questions regarding a family member from my UW Medicine eCare?
Can my spouse and I share one UW Medicine eCare account?
After I Have Enrolled
Can you send me a new access code as I have lost it, let it expire, or did not receive it?
Is my access code my user ID?
I forgot my user ID. What should I do?
I forgot my password. What should I do?
My access code does not work. What should I do?
Where can I update my personal information (e.g., home address, email or change my password)?
Technical Questions
How is UW Medicine eCare secure?
What is your Privacy Policy?
Who has access to my electronic medical record?
Why do you need my email address, will you be sending me "spam"?
How do you protect my medical record from being "hacked"?
When I try to login, UW Medicine eCare keeps telling me "login unsuccessful."



What is UW Medicine eCare?

UW Medicine eCare is a patient portal offered to patients of most UW Medicine Primary Care Clinics, including UW Neighborhood and Hall Health Clinics, and is being made available to specialty clinic patients as we implement new electronic medical records in those clinics. UW Medicine eCare enables patients to securely use the Internet to help manage and receive information about their health.

With UW Medicine eCare, you can use the Internet to:

  • Request or schedule medical appointments.
  • Request referrals.
  • Request prescription renewals.
  • View test results.
  • View your health summary from your electronic health record.
  • Communicate electronically and securely with your clinical team.
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What is the cost of UW Medicine eCare?

There is no charge for access to this service at this time. In some situations, your provider may offer you the choice between paying a fee to receive medical advice via eCare, or coming into the office for a visit for that advice. You will be notified in advance if your provider will charge you for an eCare encounter.

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Who can sign up for UW Medicine eCare?

All patients of the UW Medicine Clinics and Hall Health Primary Care Center who are seen in a clinic that is using the EpicCare electronic medical record and who are over the age of 16 may sign up for an eCare account. In addition, parents/guardians of children under the age of 13 may sign up for eCare access to their children's online health records. Minors between the ages of 13-15 are not able to have active eCare accounts at this time. We will soon be offering caretaker access for adults as well.

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How do I sign up?

Patients who want access to their own online health record via eCare can enroll at their next office visit or call their clinic and ask for an eCare letter so they can sign up online. Parents or guardians of children under the age of 13 must complete the enrollment process in person. Birth or adoptive parents must present photo identification and sign a form acknowledging that they have a right to the child's health care information. If you are not the birth or adoptive parent of the child, you must present legal paperwork (such as a court order or medical power of attorney) proving that you are the legally recognized caregiver for the child. Caretakers of adults will need to show Medical Power of Attorney documents.

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How do I contact UW Medicine eCare?

You can contact our customer service center by e-mail at uwecare@uw.edu. You can also contact us at 206-520-UWMD (520-8963) during the following business hours:

  • Monday - Saturday 7:00 am to 8:00 pm
  • Sunday 9:00 am to 5:30 pm
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Which providers participate in UW Medicine eCare?

Check with your clinic to find out if eCare is available to you, or you can contact our customer service center at 206-520-8963.

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When can I expect a reply to messages I send to my provider or clinical team?

You will generally receive an answer within two business days. UW Medicine eCare should not be used for urgent situations. Please call your clinic if the situation requires immediate attention or dial 911 if it is an emergency.

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Why did my message go to a clinical team and not my provider?

The clinical team plays a vital role of collecting any additional information that your doctor or care provider may need to address your concerns. In addition, the clinical team is available during all hours that the clinic is open so messages can be acted on promptly even when your personal care provider is not available.

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Can I view a family member's (e.g., my child, spouse, parent) health record in UW Medicine eCare?

Family access to the online health records of adult patients is not available at this time, but is expected to be available in late 2012. Parents/guardians of children under the age of 13 may sign up for eCare access to their children's online health records. eCare access is not currently available for children between the ages of 13-15.

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Can I ask questions regarding a family member from my UW Medicine eCare?

UW Medicine eCare is not like regular e-mail. Besides being more secure than e-mail, it is directly linked to your personal health record, and any message, including medications, referrals and medical advice, may become a permanent part of your personal health record. As a result, it is important for your safety and the safety of your family members that we limit your use of UW Medicine eCare to requests pertaining only to you.

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Can my spouse and I share one UW Medicine eCare account?

No, due to the reasons stated above. Each adult form and establish their own UW Medicine eCare account and agree to the Terms and Conditions.

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Can you send me a new access code as I have lost it, let it expire, or did not receive it?

If you have lost, did not receive, or have let your access code expire, contact us at uwecare@uw.edu or at 206-520-UWMD (520-8963).

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Is my access code my user ID?

No, your access code is not your user ID or password. You will use this code only once to log into UW Medicine eCare. (This code will expire after you have used it or after 60 days). You will then establish your own unique user ID and password.

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What is the security question used for?

The security question and answer provides added security if you forget your UW Medicine eCare password and use the Password Reset button. You will be asked to enter your Security Question along with other personal information before being allowed to change your password online.

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I forgot my user ID. What do I do?

We will need to retrieve or change your user ID for you. Please contact us at uwecare@uw.edu or at 206-520-UWMD (520-8963).

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I forgot my password. What do I do?

Click on the Forgot Password link and fill in the form. It will ask you to fill in some personal information including your security question. If you enter this information correctly, you will be able to create a new password.

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

For your security, your access code expires after 180 days and is no longer valid after the first time you use it. After this time, you should contact your clinic for assistance. For additional assistance, please contact us at uwecare@uw.edu or at 206-520-UWMD (520-8963)

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Where can I update my personal information (e.g., home address, email or change my password)?

Log into UW Medicine eCare. On the left menu, choose "Preferences," then select the Change Address link to change your address, the Change Email Address link to change your email address, or the Change Password link to change your password.

Be sure to click the "Submit Changes" button so that your updates will be entered into the system.

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How is UW Medicine eCare secure?

UW Medicine eCare uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with UW Medicine eCare. Unlike conventional e-mail, all UW Medicine eCare messaging is done while you are securely logged on to our website. Additionally, you set your own user ID and password. All medical information is stored safely behind the firewall in UW Medicine Clinic's electronic health record system. Read more by clicking on our security and privacy link.

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What is your Privacy Policy?

UW Medicine eCare is owned and operated by UW Medicine and is fully compliant with federal and state laws pertaining to your privacy. Your name and e-mail address will be treated with the same care and privacy given your health records and will never be sold or leased by UW Medicine (see our Notice of Privacy Practices).

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Who has access to my electronic medical record?

Only selected staff can see your records for the purpose of providing you with quality healthcare. Every time someone looks at your record, our computer automatically records the staff person's name and the date. All staff members have signed an agreement that states that they will protect your confidentiality. UW Medicine takes strong action against employees who violate this policy.

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Why donít all my medications show up in my UW Medicine eCare account?

Prescriptions written by non-UWM Clinic physicians will not appear on your medication list unless they are then prescribed by your UWM physician in EpicCare. Prescriptions that have expired will also no longer show on your medication list.

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How long does it take if I request a prescription renewal through UW Medicine eCare?

We recommend you continue to call your pharmacy first for prescription renewals. However, if you request a prescription renewal through eCare, every attempt will be made to process the prescription renewal within 48 hours of receipt during normal business hours. If you submit your request on a weekend of holiday, it will be received and processed beginning the next business day.

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Why do you need my email address, will you be sending me "spam"?

As with your medical record, we take your privacy very seriously. We require your email address so that we may notify you electronically when there is new information available in your eCare health record. If your care team has responded to your medication renewal request or your appointment request has been confirmed, we send you an email to let you know new information is available in eCare. Your email address is safe with us and will only be used to conduct business regarding your quality health care at your UW Medicine clinic.

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How do you protect my medical record from being "hacked"?

Internet security today is a multi-layered and complex world. Access to your medical record by unauthorized persons is not acceptable and we do everything to insure that will not happen. We start by issuing you your own private user id and password. We then make it possible for you to change your password whenever you think it is necessary. We would recommend changing your password at least every 90 days and always use a combination of characters and numbers, never use a word that you would find in a dictionary. We also use the latest industry standard encryption technology when information is shared between your computer and our medical record data base so your information is never in clear text between your computer and our system. UW Medicine deploys many layers of Internet security in our clinics and to your home utilizing intrusion detection software, firewalls, encryption, complex passwords, and IT staff that monitor the environment 24/7. We take your privacy very seriously.

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When I try to login, UW Medicine eCare keeps telling me "login unsuccessful."

Try the following suggestions first:

  1. Make sure your Caps Lock key is not on. The password field is case sensitive. The User ID field is not.
  2. Make sure you do not enter extra spaces in either the UW Medicine eCare User ID or password boxes and try again.
  3. If you have forgotten your User ID or password, click on the forgot password link and fill in the form.

If you are still unable to access your account or have forgotten your User ID, please contact us at uwecare@uw.edu or call 206-520-UWMD(520-8963).

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