Patient Portal - Frequently Asked Questions
I forgot my password, how can I reset it?
- Go to the login page https://patientportal.phoenixchildrens.org/Login/ page and click Forgot Password?
- Enter your Email Address and click Submit
- An email will be sent with a link to reset your password. Click the link in the email and use the 6-Digit Verification Code that was sent, then create a new password.
How Do I Invite Additional Users to my Patient Portal?
- Log in to the portal and click on: My Account
- Click on: My Patients
- Find the patient you would like to add a user to and click: Invite Users?
- Fill in the person’s email address, first/last name and click: Send Invite
How do I update my contact information?
Once logged in, go to My Account. Click the button that says Update Personal Information? You can update your first and last name and cell phone number on this page . If you need to update your email address, please contact Health Information Management at PatientPortalSupport@phoenixchildrens.com.
Can my adolescent child (ages 13-17) use my email to create their own portal account?
No. Adolescents must use their own email address or cell phone number to create their own portal account.
Are divorced parents both allowed access to the portal?
Yes. Unless there is a court order preventing one parent from participating in the medical care of the child, both parents may be granted access to the patient portal. Phoenix Children’s would need to be provided with a copy of this order.
My child is 18+, how do I continue to view their medical records?
At the age of 18, the patient’s account will be systematically transitioned to Owner permissions and the parent’s account will be transitioned to Standard Access (Full access to medical information, billing, and messaging within the patient portal).
When your child turns 18, your access to new information in their Patient Portal will automatically end. You will continue to have access to health information that was available before they turned 18. This change helps protect the privacy of adult patients and follows privacy laws and our hospital policies.
To continue managing their health information, we encourage your child to create and activate their own Patient Portal account before they turn 18. With their account, they can:
• View medical records, test results, and visit summaries
• Schedule appointments (when available)
• Request prescription refills
• Send secure messages to their care team
• Use other available Patient Portal features
If your child wants you to continue having access to their health information after the age of 18, they can give you permission through adult proxy access. If your child does not currently have an active Patient Portal account, they will need to establish one to assign the adult proxy access permissions to you. Patient accounts can manage these settings from My Account > My Proxies starting at age 17.
If you need to make healthcare decisions for your child after the age of 18 because they are unable to make decisions for themselves, please contact our Health Information Management (HIM) department at 602-933-1490 or patientportalsupport@phoenixchildrens.com. Our team can help you understand the required legal documentation and next steps.
Why don't I see the Refill Prescriptions button on all of my patients?
If your patient has an active prescription fulfilled by the Phoenix Children's Retail Pharmacy, you can review those prescriptions and request refills directly in the Patient Portal. Patients who don't have any active prescriptions at Phoenix Children's Retail Pharmacy won't display this button.
For any additional questions, please reach out to the Phoenix Children's Patient Portal team at PatientPortalSupport@phoenixchildrens.com