Patient Portal Outages

• There may be times when the Secure Patient Portal (MHS GENESIS or TOL) is unavailable due to scheduled maintenance or technical problems. 
• You can complete actions that you usually complete on the Secure Patient Portal in other ways.

Schedule or Cancel Appointments

Please call the Central Appointments Line at your military hospital or clinic to schedule, change, or cancel appointments for yourself or family members. To find the right phone number to call:

• Search for your military hospital or clinic online
• Click on your facility’s page
• You’ll find the “Making an Appointment” phone number right below the chart.

Note: You won’t get appointment reminders via email or text message while the patient portal is down.

Refill and Check the Status of Your Prescriptions

To refill and check the status of your prescriptions at your military pharmacy:

• Search for your military hospital or clinic online
• Click on your facility’s page
• You’ll find the pharmacy phone number and hours of operation on the right side of the page

Use the Health Record button to View or Download Your Personal Health Data

While the Secure Patient Portal website is down, you won’t be able to view or download your personal health data using Secure Patient Portal’s Health Record button. If you need specific information, please contact your provider or his staff directly. To find the right phone number to call:

• Search for your military hospital or clinic online
• Click on your facility’s page
• You’ll find the “Main Phone” number in the chart at the top of the page
• Ask them to connect you to your clinic
• If you need your prescription history, you can also check with Express Scripts. Inc.

Communicate Securely With Your Provider

• If your provider uses the MHS GENESIS Patient Portal, click this link: >>MHS GENESIS
• If your provider uses the TOL Patient Portal, click this link: >> TRICARE Online
• If you are not sure which portal your military hospital or clinic uses, search for the website of your facility here: >>Military Hospitals and Clinics 
  Once you reach the correct website, click the “Secure Patient Portal” link at the top right-hand corner of the homepage and you’ll be directed to the correct portal, either MHS Genesis or TOL.