On Tuesday, I went to my dermatologist because I seem to have developed some sort of scalp infection – like dandruff on steroids without the steroids. She prescribed something to rub into my scalp twice daily and two different special shampoos to use at very specific times for the next two to three weeks. She told me that if I had any questions, the best way to reach her was through the Patient Portal, where I can ask a question and get back an almost immediate answer.

I told her that I didn’t know anything about a Patient Portal, but I would find it and get on it when I got home. I went to her website (actually the website of the large group of which her three doctor office is only a part) and clicked on “Patient Portal”. A screen came up which asked me to put in my patient I.D. (I of course didn’t even know I had a patient I.D., but I think it told me it was my email) and my password. Of course I didn’t have a password, so I clicked on forgot my password, which did me no good, because it told me that I didn’t use a valid patient I.D. I tried my name; that didn’t work either.

I realized that maybe there were instructions, so I looked into the fine print on the page, and saw something that I thought was pretty surprising. It said that to log in the first time, you needed certain information which could only be shared in person at their office; so if you want to create a presence within the Patient Portal, “just stop by the office”.

Seemed a little weird, but whatever, this is life. So I stopped by the office yesterday, and told the young lady who checks you in why I was there. She didn’t understand why the website told me to come in, she said. She didn’t know anything about getting onto the website, she said, but I will send you a link.

OK, and she did, and I sat down with my phone, clicked on the link and it took me to just where I was the day before when I tried it from home. I repeated my motions and got the same response – I couldn’t register on the site. The desk then called my doctor’s assistant who came out, and told me that my I.D. was my email. I told her I figured that, but it didn’t help. She told me she couldn’t help me, either, because she had never been in Patient Portal because (as she said) “I am not a patient”. She did answer my questions, though.

I went back to the desk and told them that their link didn’t work, and a young man told me that it didn’t work on phones, only on laptops. I told him that I tried it on my laptop and that didn’t work either. But he told me that he would have his manager (not in, it appeared) call me.

The manager hasn’t called yet, but last night – after three more attempts – I finally was able to register myself on the portal using the link that they had given me earlier in the day. I must admit I was impressed at how much information about me is on the portal, including a photo (I have no idea where they got that), so they can identify me.

In the meantime, I had a few more questions about how I am to go about the treatment protocol. And, as my dermatologist said, this is the best and quickest way to reach her. But…..I can’t find a way to ask a question on the website. There is a “message” section which appears to have a line where I should be able to click and type – but the clicking doesn’t get me to a place where I can type. The portal seems to be generally read-only.

So, when and if the manager calls me, I have one more question for him/her. And in the meantime, I have found the portal, but it doesn’t really seem to lead anywhere.