Connect – Login Page

Helpful Answers to Questions About Our New Electronic Medical Record and Patient Portal

Connect Help

• Who do I contact if I have further questions about Connect?

What is Epic?

Epic is the new integrated electronic health record for Columbia University Irving Medical Center, NewYork-Presbyterian Hospital, and Weill Cornell Medicine.

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Why are we changing to Epic?

Having all of your health information in one place helps us to deliver the best care, no matter where you are — your doctor’s office, the emergency room, or in the hospital. Epic gives your providers the information they need to continue delivering world-class care to you, including notes from providers involved in your care at any of our locations.

You also will benefit from a single patient portal to see all your upcoming appointments, test results, and billing statements.

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What is Connect?

Connect is the patient portal, offering you personalized and secure online access to view portions of your medical records to manage your healthcare. Connect is a single portal for Columbia University Irving Medical Center, NewYork-Presbyterian, and Weill Cornell Medicine.

Through Connect, you have access to:

• Test results
• Online appointments
• Online bill payment
• Simpler communication with your provider’s office
• A record of all appointments, emergency room visits, and inpatient stays
• After-visit summaries
• Clinical Notes
• Telehealth services, including follow up video visits and urgent care on demand

Please visit https://www.myconnectnyc.org/newuser/ to sign up.

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Who can participate with Connect?

Any patient age 12 or over is eligible for a Connect account. In addition, parents can be given portal proxy access to manage their children’s accounts, or patients can grant access to their own accounts to family members, friends, or caregivers. Please see the Terms and Conditions for further information.

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When did Columbia University Irving Medical Center and NewYork-Presbyterian join Weill Cornell Medicine’s Connect?

Columbia University Irving Medical Center and NewYork-Presbyterian fully joined the Weill Cornell Medicine’s Epic electronic medical record system and the Connect patient portal on Feb. 1, 2020.

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Will Connect have all of my prior health records?

Our teams are bringing key components of your current medical history into Connect, which you can review with your provider. Rest assured that your doctors will have access to your full record.

If you need prior health record information that is not available in the Connect portal, you may request access using the online request form after logging in.

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Is Connect secure?

Columbia University Irving Medical Center, NewYork-Presbyterian, and Weill Cornell Medicine are committed to protecting your privacy and the security of your health information. All communication between you and your healthcare provider and care team using Connect is carried over a secure, encrypted connection. Encryption means the information is coded in such a way that no one can read it during transmission. This secure connection utilizes industry standard Secure Socket Layer (SSL) 128-bit encryption. Your health records are stored behind a firewall to prohibit unauthorized access. In addition, Connect access requires a username and password that you create yourself.

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Is there a fee to use Connect?

Connect is a free service offered to our patients.

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What services are available on Connect?

In addition to viewing components of your health record, Connect offers:

• Test results
• Online appointments
• Online bill payment
• Simpler communication with your provider’s office
• A record of all appointments, emergency room visits, and inpatient stays
• After-visit summaries
• Telehealth services, including follow up video visits and urgent care on demand

Please visit https://www.myconnectnyc.org/newuser/ to sign up.

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How do I sign up for Connect?

You will receive an activation code after your visit or you can sign up by going to https://www.myconnectnyc.org/newuser/ and clicking the Self Sign Up button.

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What technical requirements are needed to use Connect?

You need access to a computer connected to the Internet and an up-to-date web browser. We also have apps available for iOS and Android devices.

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Can I use Connect on my mobile device?

Connect can be used with Apple and Android apps.

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Can I connect to external apps through Connect?

Patients can link their Connect account to third-party apps through the FHIR standard. If you have an app that uses FHIR to work with your provider’s electronic health record system, Connect supports it. Follow the instructions supplied by the app to add your Connect information. For more detailed instructions, please click on the following link:

https://open.epic.com/Tutorial/PatientAuthentication

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Can you send me a new Connect activation message as I have lost it, let it expire, or did not receive it?

You can request a new activation message during your next visit at Columbia University Irving Medical Center, NewYork-Presbyterian, or Weill Cornell Medicine. Security issues prevent us from emailing a new activation message to you. You can also use the Self Sign Up process without an activation code.

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My Connect activation message does not work, what should I do?

If you get an activation message via text message or email, you have 24 hours to respond to it. If you get a letter with a code on it, it is good for 30 days. Also, you can complete the Self Sign Up process without an activation code, and the system will ask you questions to verify your identity. If that does not work for you, then please contact Connect Technical Support at 646-962-4200 for help with the sign up process.

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When I try to log into Connect, I keep receiving the message “Login unsuccessful.” What could be wrong?

The password field is case-sensitive, so make sure your Caps Lock is turned off. Also, be sure not to enter any extra spaces in either your Connect Username or Password. If you have forgotten your login information, click here to recover your username or click here to reset your password.

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I forgot my Connect Username. How do I recover it?

Click here to recover your Connect Username. After entering your personal information, your Connect Username will be sent to the email address on file for your account. If you need additional assistance, please contact Connect Technical Support at 646-962-4200 for help.

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I forgot my Connect Password. How do I get a new one?

Click here to reset your Connect Password. After entering your personal information, you will be prompted to send a security code to the email address on file for your account. After correctly entering the code, you will be able to create a new password. If you need additional assistance, please contact Connect Technical Support at 646-962-4200 for help.

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Where can I change my Connect Password?

Log into Connect. Under Your Menu, click on Security Settings.

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Can I ask questions regarding a family member from my Connect account?

No, you should not ask questions regarding a family member from your Connect account. Your Connect account links directly to your medical health record and messages about the other individual would be placed in your health record. Information appearing in the incorrect health record could potentially jeopardize medical care.

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Can my spouse and I share one Connect account?

No, due to the sensitive nature of medical information, patients must establish their own Connect account.

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Can I be given access to another adult’s Connect account? Do I need to be a patient myself?

Any adult can be given access to another adult’s account, by granting portal proxy access. The portal proxy does not need to be a patient. The patient will need to complete the Connect Patient Portal Proxy Access Authorization form. Once the form is processed, the portal proxy will receive an email to establish a Connect account on the patient’s behalf. In cases where the patient is unable to sign the form due to limited capacity, please contact the patient’s provider.

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Can I give another individual access to my Connect account?

Yes, you may give any other adult access to your Connect account, by granting portal proxy access. You will need to complete the Connect Patient Portal Proxy Access Authorization form at your provider’s office. Once the form is processed, your chosen portal proxy will receive an email to establish a Connect account on your behalf, or if they already have a Connect account, to add your account access to their own.

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Can I obtain Connect access for my child?

Parents or legal guardians can be given portal proxy access on behalf of their children under the age of 12 years old. Parents and legal guardians should ask about being given portal proxy access at their child’s next appointment.

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What if I no longer want someone to have access to my Connect account?

If you previously granted another individual portal proxy access to your Connect account, you can remove their portal proxy access through Share My Record. To update the setting, first log into your Connect account. Then, under Your Menu, click Share My Record. The first option on the page – Friends and family access – allows you to cancel proxy access.

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My child is 12 to 17 years old. Why can’t I be the primary email registered for my adolescent child’s Connect account?

New York State law allows adolescents to keep their sensitive medical information private and to consent to some of their own medical treatments. Especially for adolescents, the doctor-patient relationship is built on trust. Adolescents should play a large role in their personal care as they transition to adulthood, and should use tools to monitor their health and communicate with their clinical providers. Having a teen be the primary Connect account holder for their portal account allows for confidentiality of sensitive information while also helping empower younger patients to be more engaged with their health.

A proxy account (“Adult to Child/Adolescent (0-17) Default Access/ No Consent Required” Proxy account) for parents of adolescent patients can be created. This proxy account provides access to most of an adolescent’s account, while maintaining the confidentiality of the adolescent.

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What is a Proxy account for an adolescent? What do I see with a Proxy account?

An “Adult to Child/Adolescent (0-17) Default Access/No Consent Required” account provides parents and legal guardians the ability to see most of their teen’s account, while protecting a teen’s sensitive information.

This proxy account is able to message providers, set up appointments, request prescription refills, pay bills, and view specific lab work, medications, and problems for the patient.

Sensitive information like sexually transmitted infection laboratory results and details about pregnancy, substance use and related medications will not be accessible through this proxy account to ensure the confidentiality of teens. Adolescents may choose to share all of their medical information on Connect with parents or legal guardians by logging into Connect, clicking the “Menu” button, pressing “Share My Record” and following the prompts.

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My child would like me to be able to see all of their medical information. Is there a way for them to allow me access to their account?

NY state law encourages patients between the age of 12 to 17-years-old to be the primary holders of their portal accounts. By default, every parent and legal guardian will be provided an “Adult to Child/Adolescent (0-17) Default Access/ No Consent Proxy” account that provides access to your adolescent’s account, while maintaining the confidentiality of the adolescent by only showing teen sensitive information to the adolescent. This proxy status does not lapse until the patient is 18-years-old.

If there is an additional need to see more information related to your adolescent’s account, including potentially sensitive information regarding the teen, the adolescent can grant full access to the portal by creating an “Adult to Adolescent (12-17) Consent Form Signed Proxy” account for their parent/legal guardian. To do this the adolescent must consent to giving their parents access in Connect by logging into Connect, clicking the “Menu” button, pressing “Share My Record” and following the prompts. Additionally, this consent can be completed at a registration front desk the next time a patient is in office. A patient will have to sign a consent granting full access to their Connect account to their parent or legal guardian. This full access lapses two years after signing the consent document and can be re-consented and then reassigned after this time, if needed.

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How can my adolescent patient share their record with me?

To set up a connection from an adolescent’s account to a proxy account, after logging into Connect, on the Connect homepage click the “Menu” button. Click “Share my record” and follow the prompts.

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What if my adolescent does not have an email account to enroll themselves in Connect?

Most adolescents at this point have an email account. This email account can be a school-based email, Gmail, iCloud account or any other email account that your adolescent has regular access to.

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Can we use a family email address for Connect registration?

A teen’s portal account should be registered under an email that is used solely by your teen. This promotes access to their personal health information and doctor-patient confidentiality.

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My adolescent is not able to care for themselves or has diminished ability to make their own medical decisions. What if I need full access to my adolescents account?

Please discuss these concerns with your healthcare provider.

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What happens to my Connect proxy access when my child turns 12?

On your child’s 12th birthday, access to your child’s information through Connect will change. An “Adult to Child/Adolescent (0-17) Default Access/No Consent Required” account provides parents and legal guardians the ability to see portions of their teen’s account, while protecting a teen’s sensitive information.

This proxy account is able to message providers, set up appointments, request prescription refills, pay bills, and view specific lab work, medications, and problems for the patient.

Sensitive information like sexually transmitted infection laboratory results and details about pregnancy, substance use and related medications will not be accessible through this proxy account to ensure the confidentiality of teens.

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Can I update my personal information (e.g., home address, phone number, or e-mail) through Connect?

Yes, you can update your personal information through Connect. Log into your Connect account. Under Your Menu, click on Personal Information. If any information is incorrect, hover over a card and click the Edit button in the bottom right corner to make updates.

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If I send a message to my provider’s office through Connect, when can I expect a reply?

You can expect a response within two business days. Please do not use Connect to send any messages requiring urgent attention. For urgent medical matters, contact your provider’s office by phone or call 911.

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When can I see my test results in Connect?

Most test results are automatically released to your Connect account. If you do not see a specific test result, you may request that your provider manually release the result to Connect. Connect Technical Support cannot discuss medical information.

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Why are certain test results not shared electronically via Connect?

Certain laboratory tests of a sensitive nature are not automatically released to Connect. If you do not see an expected test result, please contact your provider to request that these results be released to your Connect account. You can also submit a request after logging in. Connect Technical Support cannot discuss medical information.

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How do I see my Clinician’s Notes on Connect?

Notes that your provider(s) have shared with you are viewable in your Connect account. To view notes, click on View notes under a past visit or hospital stay on the Visits page. In the mobile app, tap the Visits icon and tap View notes under a past visit or hospital stay.

Notes are written in a way for your doctor and other health professionals on your care team to quickly understand your current health status. For help in reading your notes, you might want to refer to a list of common medical abbreviations and terms.

Certain notes such as notes for adolescents age 12-17 and behavioral health will not be automatically shared at this time and must be requested. If you do not see a clinician note that you need on Connect, you can ask your doctor to share the note or you can submit a request after logging into Connect.

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If some of my health information on Connect is not correct, what should I do?

The health information in your Connect account comes directly from your doctor’s electronic medical record. For outpatient records, you can ask your doctor to correct any inaccurate information at your next visit, or send a message through Connect to your provider’s office to request corrections to your health record. Your health information is reviewed and updated in your electronic medical record each visit.

For hospital, ambulatory surgery, emergency room, and outpatients you can request a correction to your records. For additional information, and to access online as well as printable forms, follow the instructions on the links below:

NYP: https://www.nyp.org/patients-and-visitors/medical-records
Columbia: https://www.columbiadoctors.org/about-us/medical-records
Weill Cornell Medicine: https://weillcornell.org/contact

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What if I don’t want my health records shared outside my doctor’s office?

Your privacy is a top priority. Your private information can only be viewed in relation to the care you are receiving at Columbia University Irving Medical Center, NewYork-Presbyterian, or Weill Cornell Medicine. If you want to prevent us from electronically sharing your information through health information exchange networks, just say no when asked about it during the registration process. If you previously said yes to sharing information and you have changed your mind, please contact one of the privacy offices, and they can turn off sharing for your records.

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How do I request additional information or my full medical record?

If you see any part of your record missing on Connect, you can request that the missing information be uploaded to your Connect account. You can also request a full copy of your medical records. To make a request from Connect after logging in, click here. For additional information, to access a printable form, or to access a form in another language, follow the instructions on the links below:

NYP: https://www.nyp.org/patients-and-visitors/medical-records
Columbia: https://www.columbiadoctors.org/about-us/medical-records
Weill Cornell Medicine: https://weillcornell.org/contact

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What bills can I pay through Connect?

You can pay your Columbia and/or Weill Cornell Medicine provider bills and your NewYork-Presbyterian hospital bills through Connect.

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Are credit card payments made through Connect safe?

Yes, all electronic fund transfers and payments are compliant with Payment Card Industry (PCI) standards.

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Do I have to pay my bills online?

No, in addition to making online payments, you may pay your bills via phone or mail. Details can be found on your statement.

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What if I have questions about my bills or balance?

You can reach customer service by calling the phone number on your statement or by sending an electronic message through Connect.

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What do I need to have a video visit?

For the best experience, we strongly recommend that you use the smart device app for a visit. We have versions for both iOS and Android devices. There is no setup required if you use the app, just install the app on your device and log in.

If you do not have a smart device and must use a personal computer, make sure that you have the latest version of a common browser like Chrome, Firefox, Safari, or Explorer/Edge. Also, make sure that your microphone and camera are in good working order. Two days before your scheduled visit, you will be sent instructions for setting up and configuring the software before your first video visit. You may have to install new drivers on your computer, so please make sure you have the ability to install new programs on your computer.

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How do I schedule a video visit?

Many providers have video visits available through the online scheduling portion of Connect. Look for “Video Visit” when you are scheduling your appointment. Otherwise, when you contact the department to schedule your appointment, ask them if a video visit is appropriate for the type of appointment that you would like to schedule.

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Who do I contact if I have further questions about Connect?

You should contact your provider’s office, or ask during your next visit.

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