Patient Portal: Frequently Asked Questions


The Patient Portal is a secure, confidential and easy to use website that gives patients 24 hour access to their medical records. It uses the latest encryption technology to deliver secure communication between patients and providers. The Patient Portal is administered and maintained by NextGen Healthcare Information Systems, LLC (“NextGen”) on behalf of Westchester Health.

Your security is important to us. We are committed to protecting your privacy. Your name and email address will be treated with the same care and privacy given to your health records and will never be sold or leased by Westchester Health or NextGen. We use techniques to encrypt, safeguard, and secure your personal information. For more information, please review the NextGen Privacy Policy on the Westchester Health Patient Portal login screen and the Westchester Health Notice of Privacy Practices.

Westchester Health will access and use your information on the Patient Portal in accordance with the Westchester Health Patient Portal Consent Form which you must complete in order to access the portal and Westchester Health’s Notice of Privacy Practices. As a summary, Westchester Health may use your information in order to facilitate scheduling, billing, and your treatment, as well as to communicate with you about your care.

No! The Patient Portal is provided as a courtesy to our patients and its use is optional. Westchester Health is focused on providing the highest level of service and health care.

By signing up and enrolling in the Patient Portal you will be able to:

  • Correspond online with your provider and practice using the Patients Portal’s secure messaging capabilities

  • Request appointments

  • Access important health information from your medical record

  • Request prescription refills

  • Pay your bills online

Under no circumstances should the Patient Portal be used for urgent matters. Use of the Patient Portal is for non-urgent (routine) communication and requests only. In case of an emergency, call 911 or go to the nearest emergency room.

You may contact the Patient Portal Team at (914) 232-1919 (select Option 3), email the Portal Team at portal@westchesterhealth.com or you may request access at your next visit. While in your doctor’s office, inform staff that you wish to enroll in the Patient Portal. We will require you to complete the Westchester Health Patient Portal Consent Form prior to using the Patient Portal. If you are requesting access on behalf of another Westchester Health patient (e.g. as a legal guardian) then you must complete the relevant Authorization Form and provide documentation in accordance with our policies and procedures to verify that you are such patient’s personal legal representative.

After completing the Westchester Health Patient Portal Consent Form and if applicable an additional Authorization, an invitation email will be sent to you at the e-mail address you provide on the consent form. This will supply a link to the Patient Portal login screen. Follow the prompts which will guide you through the enrollment process. Choose and remember a password, you will be using it each time you log into the site. We suggest you keep your password in a secure location, if you forget your password you must request a password reset from your login screen.

If you have a filter for “junk” mail, please monitor your junk folder for Westchester Health emails. Please note the portal invitation email is valid for 30 days. If you do not enroll within this time period, you must contact Westchester Health to request a new invitation email and may need to complete additional forms.

No. Due to the sensitive nature of medical information each adult patient must sign and submit a Westchester Health Patient Portal Consent Form and establish his/her own Westchester Health Patient Portal account.

Although you can access the Patient Portal 24/7, incoming messages from patients are only monitored by Westchester Health staff during our normal business hours. Therefore, please do not use the Patient Portal for any urgent issues, or in emergency situations. In those cases, you should either call our office, or in the event of an emergency you should call 911 and/or go to the appropriate setting (urgent care or emergency room).

Documents and lab results cannot be automatically uploaded to the website: they need provider approval prior to upload. You should send your provider a secure message from the NextGen Patient Portal account asking for the status of a recent lab result. When your provider sends you an electronic copy of the lab result, you will receive an email notification indicating a document is available in the Inbox.

Access to information for patients under the age of 12 is permitted by the child’s personal representative. Access to information for children ages 12 to 18 is also permitted by a child’s representative, but is limited to appointments and on line bill pay only. Access to another adult’s information (18 or older) can only be done under the following conditions:

1. Mutual Consent of the patient with signed authorization; or

2. By a Patient’s personal representative(s) after completion of an appropriate authorization form and submission of any documentation Westchester Health may require.

If you need additional information than what is available through the Portal, you may complete an Authorization for Release of Health Information Form and turn it in at your doctor’s office or mail or fax it to the address/fax number on the form.

The Patient Portal Support Team can be contacted during normal business hours at (914) 232-1919 (select Option 3) for assistance in any of your questions regarding the Patient Portal.

If you currently have an active Portal Account with another Medical Practice log into your established NextMD account using your Portal id and password you created. Once logged in select the MY ACCOUNT tab and then MANAGE PRACTICES. Under Enroll to the Additional Practice enter the security token provided by Westchester Health along with your email address and select submit.

If you can’t remember your username and or password select the following from the Patient Portal login screen:


Select one of the below options which applies to your situation:

  • I have my user name
Select this option if you know your user name You will need to answer your forgotten password security question if you do not remember the answer select another option. Upon submission of you answer an email will be sent containing a URL for you to reset your password. Click on the link and follow the onscreen instructions.

  • I’m having problems signing in
Select this option if you know your id and password and are having problems signing in. Enter your information so your account can be located and upon submission an email will be sent to you as part of our request to reset your user account password. Click on the link and follow the onscreen instructions.

  • I have my reset token
If you have contacted the Portal Support team and a password rest token has been given enter it here along with your email address. Next, follow the onscreen instructions.

If you have been un-enrolled from the portal and would like to re-enroll you must request a new enrollment token from the Portal Support Team. You must create a new USERID and PASSWORD. Your previous ID will not work. However, your portal history will be there when you log in. This includes any appointment history and communications with your physicians office.

If you do not see your physician as an option for appointments, medication renewals or communications they are not currently setup for the Patient Portal at this time. However, you will be able to pay your bills on line. Contact the support team at (914) 232-1919 (select Option 3) or email portal@westchesterhealth.com for assistance in the enrollment process.

Yes. However, you will need to contact the Portal Support Team at (914)232-1919 (select Option 3) or email portal@westchesterhealth.com for assistance in the enrollment process. We are in the process of activating the Portal for all our physicians. Your office will let you know when your provider is participating.

Many NextGen Patient Portal documents are in Adobe Acrobat format. To view these documents you need an Adobe Acrobat Reader. Ensure you have the latest Adobe Acrobat Reader installed in your system.

If Adobe Acrobat Reader is installed, but you still cannot open documents, verify if JavaScript is enabled in your computer. JavaScript is required to display messages and it may not be enabled on your browser. Click the Having Trouble? link on your Nextgen Patient Portal Page for instructions to enable scripting.

When trying to open or download a document, if you are receiving an error message such as:

  • Internet Explorer cannot download 50PPM from nextmd.com
  • Internet Explorer was not able to open the internet site
  • The requested site is either unavailable or cannot be found. Please try again.
In these cases, there could be issues with the Internet Explorer security settings. Click Having Trouble? link on your NextGen Patient Portal page for instructions to fix the issue.

Only appointments made directly through the NextGen Portal website are displayed in the inbox. Appointments made by phone or at the practice location will not display.

When an electronic copy of a statement uploads to your account, you will receive an email notification indicating a statement is available. If for any reason you do not see a statement contact the Portal Support Team. (914) 232-1919 (select Option 3).