Patient Portal FAQs

What is a patient portal?
A Patient Portal is a secure online application that allows patients to interact and communicate with their healthcare care team and staff. Patient portals benefit both patients and providers by increasing efficiency and productivity based on the features offered within the portal.
What can I do with a Patient Connect Portal account?
The portal allows users a secure way to view a summary of their personal health record, communicate with your care team, complete forms online, request appointments, ask billing or insurance questions, request prescription refills, view appointment history, pay balances online, and more.
Can I get my complete medical records through the portal?
Not at this time, but you can view, print, and download a summary of your personal health record.
I have a question for my provider, how can I contact him/her through the portal?
In the portal click the option for Messages to create a new message and select your provider care team from the drop-down list.  Provide the information you want to communicate and select the “send” button. Please allow up to 24 business hours either by reply to your portal account or by phone call.
Prescription Refill Requests
Prescription refills are only processed during regular business hours Monday - Friday. Please allow 1-2 business days for prescription refills to be processed. Prescriptions received after 3pm on Friday or on weekends will be processed by 5pm Monday. If this is a MEDICAL EMERGENCY, call 911.
Appointment Requests
Your request is NOT automatically processed as an appointment. Your medical condition, location preference, and appointment availability are reviewed prior to securing an appointment to ensure you are receiving the most appropriate care. You will be contacted within 24 business hours by an appointment representative to secure an appointment that most closely accommodates your request or question.
Billing Questions
Emails and phone calls will be returned within 24 business hours. Allow 3 business days for itemized statements
I want to request a prescription refill but the medication is not listed on my portal account.
Only medications which were prescribed at Carolina Neurosurgery & Spine Associates are available for you to request a refill. If you have another medication that was prescribed by another provider, you will need to contact that provider’s office for the refill.
Why are my messages not answered immediately?
The communication features on the Patient Connect portal are for convenience and not intended for urgent matters. For urgent requests, patients should contact our office directly at 704-376-1605 or 911 if it is a medical emergency.
I have forgotten my username/password. How can I find out what they are?
On the log in page for the Patient portal, you should see a link below the password field that reads: “Forgot your password?” Click and follow the instructions to begin the process of resetting your password.
How do I change my password or security question?
Log into the portal and select the “My Account” tab on the top right.  Select the “Change password” or Change security question” in blue to start the process.