Southwestern Vermont Medical Center Patient Portal Agreement Policy and
The Southwestern Vermont Medical Center Patient Portal (the “Patient Portal”
or “Portal”) allows patients to securely view certain medical information
online, as well as securely message their providers who are participating
in the Patient Portal system. Use of the online Patient Portal can
be a valuable tool that enhances patient-provider communication, but has
certain inherent risks. By accepting the Agreement to Abide by the
described below. Please read carefully as this Agreement contains
limitation of liability, indemnity and limitation of warranty provisions
that affect your legal rights.
Please note that the use of the Patient Portal is a privilege, not a right,
and may be suspended, modified or terminated at any time by Southwestern
Vermont Medical Center. Patient Portal users must be 18 years
of age or older to gain access (parents and legal guardians may request
proxy access to their minor child’s account up to 12 years of age).
The Patient Portal offers an online means to view and access certain information
related to your care at Southwestern Vermont Medical Center. Information
related to your care is highly confidential and may include psychiatric
The Patient Portal also enables Southwestern Vermont Medical Center to
communicate with you for non-urgent issues only. The Patient Portal
is not intended to provide internet-based diagnostic medical services nor
does the Patient Portal support internet-based triage and treatment requests.
Diagnosis can only be made and treatment recommended after you see your
provider. The Patient Portal also does not support emergency communications
DO NOT use the Patient Portal to communicate (i) an emergency, (ii) an
urgent issue or (iii) sensitive information (e.g. mental health information,
substance abuse issues, work excuses, worker’s compensation information,
other legal matters). If you experience an emergency, contact the
Emergency Department or dial 911.
Proper Subject Matter:
• Use the Patient Portal to update your demographic information.
• Be sure that all information that you enter is true, accurate,
complete, and updated.
• Be concise when typing an email using the ‘Contact Us’ link.
• DO NOT use the ‘Contact Us’ email for medical related questions.
The Patient Portal offers the following functions:
• View and print “Continuity of Care Document” or “Health Summary”.
• View updates to your health information.
• View selected health information (allergies, medications, current
problems, past medical history request, appointments).
• Update your demographic information (i.e. address, phone numbers,
Not all of your health record information is included in the Patient Portal
and your provider may decide, in his or her discretion, to exclude certain
information even if such information is generally included in the Patient
Portal. Accordingly, you should not rely on the Patient Portal as
a complete health record.
• Emails from you to any staff member should be through the Patient
Portal in order to avoid the security risks of regular email.
• All email address lists will be kept confidential and such lists
will not be shared with other parties, unless necessary to carry out Patient
Portal operations (e.g. perform system upgrades to the Portal) or as required
• A variety of healthcare and administrative personnel (such as nurse
practitioners, physician assistants, registered nurses, certified medical
assistants, clerks, etc.) will be involved in reading, processing and replying
to your emails and information submitted through the Patient Portal (similar
to how phone communication is handled). There is no need to notify us that
you have read an email, unless you have a question or need further information.
• Read our Notice of Privacy Practices for information on how private
health information, is handled in our facility. The privacy
notice can be viewed at svhealthcare.org.
• If you have any concerns about privacy, please contact the
Southwestern Vermont Medical Center’s Privacy Officer.
Please note that, while Southwestern Vermont Medical Center uses security
and encryption measures to protect your information, no system can eliminate
all of the risks of intentional intrusion or inadvertent disclosure of
information. While using the Patient Portal, information will be
transmitted over the Internet, which is a medium ultimately beyond Southwestern
Vermont Medical Center’s control. As a result, Southwestern Vermont
Medical Center cannot ensure or warrant the security of any information
transmitted through the Patient Portal. Furthermore, Southwestern Vermont
Medical Center cannot ensure or warrant the transmission of information.
YOU AGREE NOT TO HOLD SOUTHWESTERN VERMONT MEDICAL CENTER OR ANY OF ITS
OFFICERS, DIRECTORS, EMPLOYEES, AFFILIATES, AGENTS OR OTHER STAFF LIABLE
FOR NETWORK INFRACTIONS BEYOND SOUTHWESTERN VERMONT MEDICAL CENTER’S CONTROL,
INCLUDING BUT NOT LIMITED TO NETWORK DELAYS, NETWORK FAILURE OF INTERRUPTION,
CORRUPTION OF DATA, UNAUTHORIZED ACCESS TO OR DISCLOSURE OF INFORMATION,
POWER OUTAGES OR FAILURE OF TRANSMISSION OF INFORMATION. YOU HEREBY
EXPRESSLY ASSUME THE SOLE RISK OF ANY UNAUTHORIZED DISCLOSURE OR INTENTIONAL
INTRUSION, OR OF ANY DELAY, FAILURE, DISRUPTION OF USE, SUSPENSION OF USE,
INTERRUPTION OR CORRUPTION OF DATA OR OTHER INFORMATION TRANSMITTED IN
CONNECTION WITH USE OF THE PATIENT PORTAL.
The Patient Portal and the content contained therein are provided “as
is” with no warranties whatsoever. SOUTHWESTERN VERMONT MEDICAL CENTER
MAKES NO REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OF IMPLIED,
AS TO THE OPERATION OF THE PATIENT PORTAL, OR THE CONTENT, PRODUCTS AND/OR
SERVICES INCLUDED THEREIN. TO THE FULLEST EXTENT PERMISSIBLE BY APPLICABLE
LAW, WE DISCLAIM ALL WARRANTIES, FITNESS FOR A PARTICULAR PURPOSE, TITLE
Availability of Access to Patient Portal
• Southwestern Vermont Medical Center uses reasonable efforts to
make the Patient Portal available 24 hours a day and seven days a week.
There may, however, be instances where the Patient Portal may be interrupted
for backups, maintenance, upgrades, emergency repairs and other reasons
beyond Southwestern Vermont Medical Center’s control. Southwestern
Vermont Medical Center will make reasonable efforts to minimize such interruptions.
You agree that Southwestern Vermont Medical Center will not in any way
be liable or responsible to you for any such interruptions to the Patient
• Although the Patient Portal is intended to be available 24 hours
a day and seven days a week, the Patient Portal is only checked during
hours of operation, which are 8 am to 5 pm Monday through Friday, excluding
holidays. You are encouraged to use the Patient Portal at any time; however,
emails submitted after hours are held for us until we return the next business
* Reasonable efforts will be made to respond to email inquiries within
3 to 5 business days after receipt. Response time may be longer if the
Patient Portal service is interrupted for maintenance, upgrades, or emergency
repairs related to events beyond our control. In this respect, you agree
not to hold Southwestern Vermont Medical Center, its officers, directors,
employees, affiliates, agents or other staff liable or responsible to you
for such modification, suspension, or disruption of the Patient Portal.
• If the Patient Portal email function is not accessible for any
reason, please contact the Information Systems Help Desk at 802-447-5411.
Medical Advice and Information Disclaimer
The Patient Portal may from time to time include information posted by
Southwestern Vermont Medical Center in the form of news, opinions, or general
educational materials that should not be construed as specific medical
advice or instruction from Southwestern Vermont Medical Center. Information
within the Patient Portal is not intended to be used for triage, diagnosis
or emergency services. The Patient Portal should not be considered
a complete medical record nor should it be relied on to suggest a course
of treatment for a particular individual. You should always seek the advice
of your physician with any questions you may have regarding a medical condition
and you should never disregard medical advice or delay seeking it because
of something you may have read on the Patient Portal.
How our Secure Patient Portal Works
The Patient Portal is a webpage that uses encryption and other security
measures designed to keep unauthorized persons from reading communications,
information, or attachments. Secure email and information are designed
to be read only by someone who knows the right password or pass-phrase
to log in to the Patient Portal site.
How to Participate in our Patient Portal:
Patients can be signed up for Southwestern Vermont Medical Center’s patient
portal while they are an inpatient by discussing this option with a Health
Resource Case Manager. Patients can sign up after discharge or after an
outpatient visit through SVHealthcare.org using their first name, last
name, date of birth, email address, and medical record number. These fields
must match what Southwestern Vermont Medical Center has on file. Employees
can sign up through visiting the Health Information Services Department.
When using the Patient Portal, you agree to conduct yourself in
a manner consistent with all applicable laws and regulations. You
agree that you shall not: (a) interfere or disrupt (or attempt to interfere
with or disrupt) the Patient Portal or servers or networks connected with
the Patient Portal; (b) transmit any file which contains viruses or Trojans
or any other contaminating or destructive feature, or; (c) provide any
information that is false or misleading or that you do not have the right
Availability of the Patient Portal
Access to this secure Patient Portal is an optional service, and may be
suspended or terminated at any time and for any reason. If service is suspended
or terminated, we will notify you as promptly as we reasonably can.
How to Use our Patient Portal:
1. Sign up for access through the Health Resource Case Manager during
your stay at Southwestern Vermont Medical Center, or by visiting the SVHealthcare.org
website. Children can be registered through their parents as a proxy
until the child is twelve (12) years old.
2. After initial enrollment, you will receive an email with a temporary
user ID and password, along with instructions on how to set up your account.
3. After logging in to the portal for the first time, review the
Patient Portal User Agreement and electronically submit the Agreement by
clicking Accept. *Note: If enrolling electronically by selecting “Accept”
you are indicating that you have read and fully understand the User Agreement,
therefore creating an electronic signature of acceptance.
4. After the above is completed you should be all set to use the Patient
You may close your Patient Portal account at any time by contacting the
Patient Portal Help Desk at 802-447-5687. Southwestern Vermont Medical
Center reserves the right to terminate your access to the Patient Portal
at any time for any reason.
Homepage: Allows you to view the following components of your medical
record. Here you can also make suggestions on how we can improve our site
through the ‘Contact Us’ link.
Health Record: Allows you to view information entered into core parts
of your electronic health record (e.g. allergies, lab results, radiology
reports, medication lists, and visit history, etc…). These are available
for you to review and check for accuracy as well as print for other physicians
or to keep for your records. If needed, you may obtain additional information
from the electronic health record by contacting the Health Information
Services Department. Please not that your Patient Portal is not your
complete medical record.
Medications: Allows you to view your current and past medications entered
by your physician or clinical staff.
Appointments: Allows you to view scheduled appointments.
Profile: Contains your demographic information, insurance and personal
contacts. Allows you to view and request changes to your information. Changes
submitted will be reviewed by the SVMC Health Information Services Department
before being updated in your account.
Protecting Your Private Health Information and Risks:
This method of communication and viewing information through the Patient
Portal is designed to prevent unauthorized parties from being able to access
or read messages while they are in transmission by using encryption. Other
security measures protect information maintained within the Patient Portal
site. The website for the Patient Portal has trusted site certificate,
which is viewable from your browser’s task bar.
Keeping messages secure depends on two (2) additional factors: (a) the
secure message must reach the correct email address, and (b) the authorized
individual must be able to get access to it. Only you can make sure these
two (2) factors are present. We need you to make sure that we have your
correct email address and are informed if it ever changes. You must
also assure that you protect the confidentiality of your username and password
and avoid disclosing your username or password or recording your username
or password in an unsecure place. Only you or someone you have authorized
through a proxy agreement should be able to access your Patient Portal.
You should notify us immediately of any unauthorized use of your login
information or if you believe that your login is no longer confidential.
We will not answer questions or send protected health information by regular
email. Even with these security measures, we cannot guarantee the confidentiality,
security or integrity of Patient Portal information. To the fullest extent
allowed by law, you agree to not hold Southwestern Vermont Medical Center,
its physician practices, its physicians, providers or any of its staff
liable or responsible for network infractions beyond our control.
Conditions of Participation
Access to the Patient Portal is an optional service and, accordingly,
access may be suspended or terminated at any time by Southwestern Vermont
Medical Center. You have no obligation to enroll in the Patient Portal
and enrollment, or not enrolling, will not affect the quality or availability
of your treatment.
Limitation of Liability
YOU AGREE THAT NEITHER SOUTHWESTERN VERMONT MEDICAL CENTER, NOR SOUTHWESTERN
VERMONT MEDICAL CENTER’S OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, CONTENT
PROVIDERS OR SUPPLIERS SHALL HAVE ANY LIABILITY TO YOU UNDER ANY THEORY
OF LIABILITY OR INDEMNITY IN CONNECTION WITH YOUR USE OF THE PATIENT PORTAL.
YOU HEREBY RELEASE AND FOREVER WAIVE ANY AND ALL CLAIMS YOU MAY HAVE AGAINST
SOUTHWESTERN VERMONT MEDICAL CENTER, SOUTHWESTERN VERMONT MEDICAL CENTER’S
OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, CONTENT PROVIDERS, CUSTOMERS, OR
SUPPLIERS (INCLUDING BUT NOT LIMITED TO CLAIMS BASED UPON SOUTHWESTERN
VERMONT MEDICAL CENTER’S NEGLIGENCE, OR THE NEGLIGENCE OF SOUTHWESTERN
VERMONT MEDICAL CENTER’S OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, CONTENT
PROVIDERS, CUSTOMERS OR SUPPLIERS) FOR LOSSES OR DAMAGES YOU SUSTAIN IN
CONNECTION WITH YOUR USE OF THE PATIENT PORTAL. YOUR SOLE REMEDY
FOR DISSATISFACTION WITH THE PATIENT PORTAL OR ITS SERVICES IS TO STOP
USING THE PATIENT PORTAL OR ITS SERVICES, AS APPLICABLE.
You understand and agree that you are personally responsible for your
conduct in connection with your use of the Patient Portal. As such,
you agree to indemnify and hold Southwestern Vermont Medical Center harmless
from any loss, liability, claims, demands, damages and costs (including,
but not limited to, direct, incidental, consequential, exemplary and indirect
damages), as well as reasonable attorneys’ fees, made by any party as a
result of or arising from: your use or misuse of the Patient Portal
or the use or misuse of the Patient Portal by another using your account
or login information; any violation or breach of this Agreement, or; any
violation of any rights of any third party.
By accepting this Agreement, I acknowledge that I have read and fully
understand this Agreement, which outlines my rights and obligations associated
with the Patient Portal, as well as the risks and benefits of the use of
the Patient Portal. I hereby consent to participation in the Patient
Portal and agree to comply with the terms and conditions outlined in this
Agreement. I acknowledge and agree that the laws of the State of
Vermont shall govern this Agreement and any dispute I may have with Southwestern
Vermont Medical Center. I acknowledge and understand that the use
of the Patient Portal is entirely voluntary and will not impact the quality
of care I receive from Southwestern Vermont Medical Center should I decide
not to use the Patient Portal.