Patient portal use policy

The patient portal is a convenient way to communicate with Sol Vida Family Care about brief, non-urgent matters. Portal messaging is not intended to replace an office visit, telemedicine appointment, or emergency care.

The portal may be used to:

• Request routine prescription refills
• Ask a brief follow-up question about a recent visit
• Provide an update requested by your clinician
• Request copies of records, forms, or referral information
• Ask a simple question about scheduling, billing, or clinic procedures
• Send home blood pressure, glucose, or other readings when requested

Please schedule an appointment for:

• New symptoms or medical concerns
• Symptoms that are worsening, persistent, or require evaluation
• Requests for a diagnosis or new treatment
• Medication changes or concerns about significant side effects
• Multiple or complex medical questions
• Review of outside records, imaging, or extensive laboratory results
• Completion of detailed forms, letters, or documentation
• Concerns that would normally require an examination

After reviewing a portal message, your clinician may determine that an appointment is necessary before providing medical advice, prescribing medication, ordering testing, or completing documentation.

The portal is not monitored continuously and should never be used for urgent or emergency concerns.

Call 911 or go to the nearest emergency department for symptoms such as chest pain, severe difficulty breathing, signs of a stroke, severe bleeding, loss of consciousness, thoughts of self-harm, or another potentially life-threatening concern.

For urgent concerns that cannot wait for a routine appointment, please contact the clinic by phone or seek care at an urgent care facility.

Please allow up to three business days for a response. Messages sent during evenings, weekends, holidays, or clinic closures will be reviewed on the next business day.

Sending multiple messages about the same concern may delay our ability to respond efficiently.

Please request routine refills before you run out of medication. Allow up to three business days for refill requests.

Some medications require an appointment, laboratory monitoring, or other follow-up before they can be renewed. Controlled medications will not be prescribed or adjusted solely through an unsolicited portal message.

Photos may occasionally be helpful, but they do not always provide enough information to safely diagnose or treat a condition. Sending a photo does not guarantee that the concern can be addressed without an appointment.

Please do not send sensitive photographs unless specifically requested by your clinician.

Portal communication becomes part of the medical record. Messages should be respectful, concise, and limited to the patient whose portal account is being used.

Abusive, threatening, discriminatory, or inappropriate communication will not be tolerated and may result in limitations on portal access or dismissal from the practice.

Portal messages, photographs, attachments, and clinician responses may become part of your permanent medical record. 

Do not use another person’s portal account to discuss your own health information.

By using the Sol Vida Family Care patient portal, you acknowledge that portal messaging is intended for limited, non-urgent communication and does not replace appropriate medical evaluation.