Partners Patient Gateway Technical Support

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Frequently Asked Questions

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  • Logging in to Partners Patient Gateway
    • I can't remember my username. How can I log in?
      • Your Partners Patient Gateway username is the email address you used to create the account.
    • I can't remember my password. How can I log in?
      • At the Partners Patient Gateway login screen, enter your username and click 'Secure Log In'. Then click 'Forgot Password?'. A message will be sent to the email address you use to log in, and you will be taken through the secure process of resetting your password.
      • If you cannot reset your password using the 'Forgot Password?' link, please use the blue field on the right side of this page to contact Partners Patient Gateway Technical Support.
    • What is my Activation Code? How does it differ from my Password?
      • Your activation code is a temporary code that helps you create your Partners Patient Gateway account, and link your medical information to this account.
      • Your password is created by you to securely log in to Partners Patient Gateway. Patient Gateway staff does not have access to any password information.
  • Enrolling in Partners Patient Gateway
    • How do I enroll in Partners Patient Gateway?
      • If you are a new user to Partners Patient Gateway, go to www.patientgateway.org and click ‘Enroll Now’ to begin the enrollment process. You will need a personal email address and access to this email account for confirmation purposes. After setting a password and security questions, confirming your identity, and agreeing to our terms and conditions, your account will be available for use.
      • Accounts for patients under the age of 18 must be associated with the account of a parent or guardian. This must be done through your child’s practice; see ‘Can I enroll someone other than myself?’ below for help.
      • If you have any trouble enrolling, please use the blue field on the right side of this page to contact Partners Patient Gateway Technical Support.
    • Can I enroll someone other than myself?
      • You can become a Patient Care Representative (PCR) for another individual. Becoming a PCR will allow you to have one log-in that will access both your information (if you are a patient) as well as anyone you are a PCR for.
        For example, a parent may become a PCR for their child, or an adult child may become a PCR for a parent. Note: a PCR must be at least 18 years old.
    • How do I become a Patient Care Representative (PCR)?
      • To become a PCR, you must first fill out and sign a PCR form at the doctor’s office of the patient. If the patient is 13 years of age or older, both the PCR and the patient must sign the PCR form. The doctor’s office can then create the account.
        If you already have a Partners Patient Gateway account, you will continue to use the same username and password. If you do not already have a Partners Patient Gateway account, you will be given enrollment instructions by the doctor’s office.
    • What is my activation code? How does it differ from my password?
      • Your activation code is a temporary code that helps you create your Partners Patient Gateway account, and link your medical information to this account.
      • Your password is created by you to securely log in to Partners Patient Gateway. Patient Gateway staff does not have access to any password information.
    • I just completed the steps for enrolling in Partners Patient Gateway. Now what?
      • I enrolled online
        If you enrolled online and successfully completed the 'Get Access Now' process, then log in with the username and password you created during enrollment. You are all set!
      • I enrolled online, but did not complete the 'Get Access Now' process
        If you enrolled online but did not complete the 'Get Access Now' process, your enrollment request was submitted to the enrollment staff for processing. They may contact you to confirm your identity. You will then receive a one-time-use Activation Code by US Postal mail. You will need the username and password you created when you enrolled, plus the Activation Code, the first time you log in.
      • I enrolled at my doctor's office
        • If you enrolled at your provider's office, and received an Activation Code, use the activation code the office staff provided you. Follow the instructions on the activation code letter.
        • If you enrolled at your provider’s office and opted for text method enrollment, check your email for confirmation and to complete the enrollment using the link in the email.
  • Updating my Partners Patient Gateway Account
  • Changes Within Partners Patient Gateway
    • What do the changes to Partners Patient Gateway mean for me?
      • Partners Patient Gateway is in the process of updating its operating system. Additional Partners hospitals and affiliated physician practices are being added to our system. Our goals are to improve communication and coordination, and provide you with higher-quality care, greater convenience, and a better overall experience.
        The enhancements will make it even easier to interact with your doctor’s office. As this new system goes into effect across Partners-affiliated hospitals and practices, you will be able to:
        • Update your medications, allergies, and health problems.
        • Change your address or other personal information.
        • Use health questionnaires to better inform your care providers.
        • See charts of your test results over time.
        • Share a daily log of your own care with your practice.
    • Why is some of my health information in two different places within Partners Patient Gateway? Why do I see multiple tabs for some parts of my health record (such as Medications and Mail)?
      • Your doctors are transitioning to a new computer system. During this transition, some doctors will be using one system, while other doctors are on another system.

        For some modules, Partners Patient Gateway will display information from both systems within two distinct sections or “tabs” (e.g. Medications List 1, Medications List 2). If you don’t find what you are looking for in the primary tab, select the alternate tab to see additional information.

        If all of your doctors have transitioned to the new computer system, Partners Patient Gateway will continue to display information using the two tab format so you may reference historical data from the prior system.

  • Understanding System Requirements
If your question is not answered, click here to contact Partners Patient Gateway Technical Support