onHealth24 Health Portal gives you access to your Health Care data from Home - online. You can Manage & schedule appointments, see prescription, lab results and much more, all from the convenience of your home computer or your smartphone.

Frequently Asked Questions

Here are some frequently asked questions about using onHealth24.

What should I do if I forget my login or password?
Go to onHealth24.com and click on onHealth24 Health Portal. Then click on the Login button below Already Enrolled. You will then be asked for your username or personal information (which must match doctor's office records). Once submitted and accepted, a password reset email will be sent to your email address.

What if my account gets locked?
After four failed password attempts, your onHealth24 account will lock. It will unlock automatically after 20 minutes.

Why can't I see my latest lab results?
All lab results must be reviewed by your care provider before they can be shown in your account. You will also need to request your health record in My Chart to get the most up-to-date records transferred from your chart.

Why is information missing from My Chart in onHealth24?
You must first request your health record in My Chart to get the most up-to-date records to be transferred to your account. This request must be submitted every time that you want your chart updated. Please note that there is often a delay before your recent records are available after you submit your request. A notification email will be sent to you when it is ready for viewing.

Why can't I view documents sent to me by my care team?
Documents are viewed in PDF by using a program called Adobe Acrobat.  You may need to update or dowload the Adobe Acrobat program on your computer to view the documents. Please check the Adobe help page for more information. There is a link to download and update Adobe Acrobat at the bottom right of the screen when logged into onHealth24. Please read the Adobe Help page for more information.

How do I print or download documents that I can view in onHealth24?
After opening the document, try hovering near the bottom of the page to bring up a hidden menu that offers options to print or download. Most documents have a link at the top where you can download a copy as well.

Why am I not receiving onHealth24 notifications in my email account?
Be sure to check your Spam folder for notifications and add the sender to your contact list or safe list for future emails.

Why can't I see all of my appointments in the onHealth24 Inbox?
Only appointments requested through onHealth24 will appear in your Inbox. You can view all of your scheduled appointments under the Upcoming Appointments section of the home page or on the My Appointments page under the Schedule tab.

Why can't I go back to the Home Page?
There are times while navigating onHealth24 that you get stuck on a page and not know how to return to the home page. The system may also freeze on a specific page as well. In these instances, it is best to close and re-open your browser to get back to the onHealth24 login screen where you can re-enter your username and password.

What if I change my email address?
Please notify your care provider that you have a new email address. You also need to update your onHealth24 account by going to the My Information page under the Settings tab.

How Do I:

• Sign up for onHealth24
• Reset your login
• Send a message to your care team
• Request a non-urgent appointment
• View and pay your statement online
• View your lab results and list of medications
• View your health records

Sign up for onHealth24

1. Use the following link:  Sign Up
2. You may choose English, Spanish, Mandarin or Cantonese.
3. Check the box next to Accept the Terms and Conditions; then click Continue.
4. Complete the required fields on each page which are identified with a red asterisk. Insurance information is not required. User names and passwords are case sensitive.
5. Your provider’s office will send you an email when your request to enroll has been accepted.  Your request may be denied if:
   • You are already enrolled, or
   • You are 10-17 years of age, or
   • We cannot match your information to a current HealthPoint patient.
6. Once you receive the acceptance email you are able to access and use all of the onHealth24 Patient Portal features. Just go to www.eHealth.com and click on onHealth24 Patient Login.

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Reset your login

1. Go to onHealth24.com and click on onHealth24 Patient Login. Then click on the Login button below Already Enrolled.
2. Click on Need help with your user name and password?
3. Choose either:

   • I have my user name - Fill in your username and click the Next button.

   • I'm having problems signing in - Choose this section if you don’t know your username. Enter the information as it would appear in HealthPoint's medical record, then click Next.

4. Check the personal email associated with your patient portal account (hint: check spam folder). Click on Forgot Password and a reset page will open in your web browser. If the link does not open, right-click on the link for more options.

   • Username is shown at the top

   • Reset your password. It must be between 6 and 20 characters and include at least one number.

   • Choose a security question using the dropdown.

   • Create a password recovery question. Write your own question and answer to be used for resetting a password.

   • Click Submit to finish. You will now be automatically logged into your account.

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Send a message to your care team

You can send a non-urgent secure message to your provider team through onHealth24 and the response will be sent to your MyHealthPoint inbox. A notification will also be sent to the personal email address that is linked to your patient portal account.

1. Click on Mail tab and choose the Compose Message link.
2. Select the question Category (it’s ok to guess if you are not sure).
3. Select the clinic location from the To drop down.
4. Type in the Subject of the message.
5. Type your Message (please use this function for non-urgent messages only).
6. Click Submit to send the message.

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Request a non-urgent appointment

When you request an appointment online through onHealth24, the request will be processed by staff and a confirmed appointment time will appear under Schedule > My Appointments.

1. Click on Schedule and choose Request Appointment.
2. Select the Provider, Category, and Location.
3. Type in the Reason for appointment and choose the Priority (Low, Normal, High).
4. Choose your Preferred time range, dates and days.
5. Click Submit to send the appointment request.
6. Your confirmed appointment will be sent via email within 24 hours.

If you have an urgent issue, please call your clinic. If this is a life-threatening situation, call 999.

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View and pay your statement online

You can view and/or pay your HealthPoint statements online.

1. Click on Payments tab.
2. Review your Statement by clicking on Click to view this statement in the lower right corner.
3. Click on Make a Payment button.

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View your lab results and medication list

onHealth24 home page has a list of your lab results and medications prescribed by your HealthPoint providers. To view the latest results you will need to update this information with the following steps:

1. Click on Request Health Record under the My Chart tab.
2. Click the Submit button.
3. You will receive an email notification when the updated results are available on onHealth24.  This may not be immediate. If you cannot see them, you may need to log out and log back in refresh the information.

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View your health records

You can view and print your health records and lab results through onHealth24. A new request must be submitted for each record so that we can import the latest records. Once your request has been approved, the record will appear in your inbox and under My Chart.

*Please note that certain items will only appear after your provider has reviewed them.

1. Click on Request Health Record under the My Chart tab.
2. Click Submit to send the record request (always do this before viewing your records to be sure you have the latest).
3. Click on View My Chart under the My Chart tab.
4. Use the links on the left side of the screen to navigate within your health record.
5. You can also download a copy of your records:
   • click Download and send my chart, then
   • click Download My Data.
6. Using the icons in the upper left, you can then save to your computer, print or email to your personal email.

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