Our goal is to continue to offer the portal to our patients and to avoid charging for messages that are not brief. To accomplish this, we respectfully request that our patients follow these general rules. The portal is not to be used for medical diagnosis and treatment. Please do not ask for new prescriptions/antibiotics. Please keep your messages very short and succinct – similar to a text. Avoid multiple messages on the same day. Do not send messages through your portal for another patient (child/parent/spouse). Replies may take up to 72 hours. NEVER send an urgent message. Messages sent after hours will be addressed during business hours. Please schedule an appointment so your issue can receive appropriate medical assessment by a doctor. 

Allow 1-2 weeks for your physician to receive, review, and interpret test results. Please also remember that your physician will post your results in our Mountain View Family Physicians portal – not the service provider’s portal – with an accompanying interpretation note [SCROLL DOWN BELOW RESULTS TO SEE THE NOTE FROM YOUR PHYSICIAN]. Your physician will always try to post this as soon as possible, but due to heavy volume it may sometimes take 1-2 weeks to fully assess test results. Additionally, test results and messages from your physician are best viewed on a computer whenever possible. If viewing on the Healow app, please note that your physician’s message will be displayed to the side of the lab results. 

We appreciate your understanding and assistance.