Frequently Asked Questions

  1. What is Bridge Patient Portal?
  2. Is Bridge certified for Stage 2 Meaningful Use?
  3. Can the patient portal help me achieve MACRA/MIPS requirements?
  4. Can I interface Bridge to my EHR or Practice Management software?
  5. Can I try the product before I buy it?
  6. Can the application be customized?
  7. How are provider user licenses counted for pricing?
  8. Can I host the application on my own server?
  9. What type of training is included?
  10. What type of support is included?
  11. How can I initially populate the portal with my EHR/PM software data?
  12. Who has access to the application source code?
  13. Is the software HIPAA compliant?
  14. How does Bridge ensure HIPAA compliance each portal?
  15. What are HIPAA-compliant advanced IT solutions?
  16. Is it a hipaa violation to include names or PHI in an email or SMS text?
  17. Is skype hipaa compliant?
  18. Can I request a new feature?
  19. Can I customize my own intake forms?
  20. Can I create my own Care Plans for my patients?
  21. What EMR’s does your product currently interface with?
  22. Does Bridge offer IVR Services for notifications or reminders?
  23. Does Bridge offer SMS and Email notifications?
  24. Does Bridge offer video econsultations for telemedicine as part of it’s patient portal solution?
  25. Is your patient portal mobile friendly?
  26. Can a patient use the direct messaging protocol?
  27. Do you offer medical web design services?
  28. We have more than one child. Can I set up one account for all of our children?
  29. What is the Bridge Patient Portal Chronic Care Management Solution?
  30. Can I customize chronic care management forms?
  31. How do I track the time I have spent in providing Chronic Care Management services?
  32. We have more than one child. Can I set up one account for all of our children?
  33. How will I be charged?
  34. What’s Bridge’s cancellation policy?

What is Bridge Patient Portal?

Bridge Patient Portal is the leading ONC-certified patient portal solution for health organizations seeking to improve profitability in today’s challenging healthcare market. Beyond just patient portal software, Bridge offers a mobile-ready, patient engagement platform that increases patient engagement as well as provides a more personal and stronger connection with your organization.

Bridge is an EHR-agnostic / vendor-neutral solution that can interface with multiple EHR and RCM systems simultaneously. Bridge’s patient portal software is extremely secure, HIPAA-compliant and ONC-certified, undergoing routine 3rd-party audits (legal, clinical, and security). Bridge can be used to meet MACRA requirements.

Bridge has a full range of fully customizable features, including:

Patient Registration
Patient Appointment Scheduling
Prescription Refills
Online Bill Pay
Secure Messaging
Care Plans
Reporting
Medical Records
Patient Forms
eConsultations
Notifications
Caregiver/Proxy Access
Admin Tasking Dashboard
Appointment Reminders

To learn more about Bridge Patient Portal and its features please see: Bridge Patient Portal

Bridge is also available as a healthcare mobile app, with native support for Android and iOS.

Is Bridge certified for Stage 2 Meaningful Use?

Yes. Bridge Patient Portal was certified by ICSA Labs for 2014 Edition Module EHR / Ambulatory * ONC Health IT Certification. This designates that Bridge is capable of supporting healthcare providers with Stage 1 and Stage 2 meaningful use measures required to qualify for funding under the American Recovery and Reinvestment Act (ARRA).

Bridge certified on the highest number of criteria (17 modular EHR criteria) of any EHR-independent 3rd party patient portal solution. Using Bridge Patient Portal, healthcare professionals are able to attest to 45% of Meaningful Use Stage 2 criteria. Paired with a certified EHR solution, Bridge can meet 100% of Meaningful Use Stage 1 and 2 criteria.

Bridge Patient Portal v1.XXXX, certification date: 10/3/2013, certification ID number: 130082R00.

Can the patient portal help me achieve MACRA/MIPS requirements?

Yes. Especially with regards to the Advancing Care/EHR Measure. Much of the total score from Advancing Care requires the participation of at least 1 patient in Portal activities such as accessing their information, receiving patient education, and messaging.

Can I interface Bridge to my EHR or Practice Management software?

Yes. Bridge can be interfaced with any EHR or Practice Management system.

Bridge works with the most common industry standards, including Health Level Seven (HL7) and Continuity of Care Document (CCD) and FIHR via Bridge’s robust API. We can also build custom, non-standard interfaces designed for advanced integration between multiple systems where external compatibility support is not required.

No matter what your interface needs may be, Bridge can help you develop the perfect solution. In some cases, Bridge already has pre-built interfaces for certain software systems. Contact a Bridge representative to see if Bridge has an interface developed for your EHR or PM system.

Interface Page (insert link)
To learn more about the Health Level Seven and Continuity of Care Documents please see: Understanding the Acronym Puzzle: What Health Professionals Need to Know About C-CDAs, CDAs, and CCDs

Can I try the product before I buy it?

We believe the best way to get familiar with one of Bridge’s solutions and experience its benefits, is an interactive demonstration with one of Bridge’s portal specialists. A Bridge portal specialist will be able to convey the in’s and out’s of Bridge’s robust product offering in a demonstration customized to the client.

In some cases, Bridge has the ability to provide a demo login to a test environment in order for a client to interact with the product further.

Can the application be customized?

Yes. Bridge Patient Portal is a fully customizable patient portal solution. Tell Bridge what you would like customized and Bridge can tell you if it is feasible and if there is an associated cost. In some cases, Bridge will not charge for customizations if Bridge feels that it would be beneficial for all Bridge users.

Some of the customizations Bridge frequently installs include:

Changes to intake form templates
Changes to registration forms
EHR/PM software interfaces
Self-scheduling workflows
Proxy access rules
Filtering/hiding health summary and lab data
Payment gateway interfaces
Custom homepage widgets
Website integration
In-portal advertising

All of our installations are designed to meet your healthcare organization’s brand identity. You can also choose to reserve a requested portal customization for your organization’s use only. This is a common request in cases where the customization is part of a client’s “secret sauce.”

How are provider user licenses counted for pricing?

Bridge is priced based on a combination of number of providers and active patients to ensure that clients are not billed unnecessarily for under-utilized systems. A provider is considered to be anyone providing care to a patient. This includes: M.D., D.O., D.C., N.P., L.Ac., DDS, DMD, and RN. Some of Bridge’s pricing is based on the number of providers that are going to be using Bridge. Bridge does not provide a discount for part-time providers as most license costs are based on patient utilization. Supporting staff and other administrative staff are not required to purchase a license, as long as there is one active provider license.

Can I host the application on my own server?

Yes. Bridge can be hosted on your own server or on one of Bridge’s, depending on your healthcare organization’s preference. If you wish to not host on Bridge’s cloud server you also have these additional options.

Client self-hosted: This option allows you to host the Bridge software on your own server or on a dedicated joint-managed Bridge server. Bridge Patient Portal requires access to this server for product update services and the server must meet the company’s technical requirements. Server technical maintenance has an additional cost.
Dedicated Bridge Server: If you’d like your organization to be on a dedicated server but do not have the resources to maintain one, Bridge Patient Portal can provide joint-managed dedicated hosting with Amazon Government Cloud.

What type of training is included?

Training hours are included in all purchases of the Bridge Patient Portal. Bridge’s training sessions are typically carried out online via GoToMeeting.

Many of Bridge’s clients opt for a “train the trainer” approach, rather than having every member of their organization meet with a trainer from Bridge. If you choose this option, we will train an individual or a select group of people at your organization to use the portal. They can then, in turn, teach the rest of your healthcare staff.

In addition to online training, Bridge will provide clients with a product manual and how-to videos that explain some of the different functions and capabilities of the patient portal. Bridge will work with your team to develop these training materials and overall training plan.

What type of support is included?

Bridge will provide ongoing support to all clients. Support shall include telephone or email assistance in remedying situations and problems with the operation and performance of the Patient Portal. This support is available during Bridge’s normal business hours, 9:00 a.m. to 5:00 p.m. ET, Monday through Friday, excluding legal holidays.

Unless otherwise specified, Bridge will be responsible for providing Level 2 support only. Level 2 support is defined as support relating to the software or server, where advanced technical, development and server administration knowledge is required. This includes, but is not limited to troubleshooting of software bugs, server administration and database administration. Level 1 support, defined as support provided directly to patients (ie. login issues, missing information from medical record, etc.) is generally the responsibility of the client, though arrangements can be made to where Bridge can handle these support responsibilities.

How can I initially populate the portal with my EHR/PM software data?

To get started using Bridge Patient Portal, Bridge can help you transfer data from your EHR or PM software. Prior to importing data, patients need to have portal accounts. The easiest way to create a large number of accounts is using a CSV file. Once accounts are created, Bridge can import Continuity of Care Documents (CCDs) from your EHR or PM software using a common directory on your local server. Bridge’s expert team will guide you through the entire migration and/or go-live process.

Who has access to the application source code?

Bridge controls the source code and does not allow clients to have access to it. However, if requested and at an additional cost, a client can be a beneficiary of the source code through Bridge’s source code escrow program. This protects the code in the event of an unforeseen disaster or modification that would render Bridge incapable of continuing to support and maintain the software application.

Is the software HIPAA compliant?

Yes. Bridge Patient Portal has gone through multiple rounds of third-party HIPAA audits and is ONC 2014 Edition certified. With the ONC 2014 certification, Bridge’s portal meets or exceeds all security requirements pertaining to patient portal software, as set forth in the standards for Meaningful Use Stage 2 and HIPAA. Protecting the privacy of your patients’ personal health information is a top priority for Bridge. As a Bridge customer you will also sign a Business Associate agreement with Bridge for HIPAA compliance purposes.
To learn more about security please see: 8 Security Features You Need in an EHR or Patient Portal

How does Bridge ensure HIPAA compliance each portal ?

Bridge Patient Portal is committed to the security, compliance and QA of each individual portal. Each portal is hosted on a secure Amazon Government cloud server with the appropriate firewalls. Bridge undergoes annual third-party HIPAA software and various other security-related audits, in addition to oversight from an on-staff dedicated compliance officer.

What are HIPAA-compliant advanced IT solutions?

ealthcare providers in the U.S. must comply with HIPAA regulations, which were designed to provide privacy standards to protect patients’ medical records and other health information supplied to health plans, doctors, hospitals and other healthcare entities. These regulations extend to all types of healthcare technologies that doctors might use to store and manage patient information. Although there is no definitive HIPAA certification for any organization, IT companies can be HIPAA-compliant. This means that they adhere to HIPAA regulations and take the necessary steps to ensure their products effectively protect sensitive patient information.

Bridge has a long history in helping medical practices meet and understand HIPAA guidelines

To learn more about HIPPA and healthcare applications please see:

Is it a hipaa violation to include names or PHI in an email or SMS text?

Yes. That being said depending on the content of the email/sms, who the email/sms is being sent to, or mechanisms put in place to ensure the integrity of Protected Health Information (PHI), email/sms can be in compliance with HIPAA in certain circumstances. The patient also has the ability to sign an opt in agreement (where they relinquish the responsibility of the health organization) with a health organization and receive PHI via email/sms.

For more information please see: The Facts about HIPAA and Email/SMS Communication with Patients

Is skype hipaa compliant?

While Skype’s® encryption methods are strong, one of the most compelling reasons against the use of Skype® for healthcare provider-patient communication is that Skype® will not enter into a business associate agreement (BAA), which is required under the HIPAA Omnibus Rule. Organizations that use the software to communicate with patients over the Internet should be aware of the risks involved and consider using other video conferencing platforms instead.
For more information please seeIs Skype HIPAA Compliant?

Can I request a new feature?

Yes. Please feel free to ask us about any feature that you would like to have installed. There is a good chance that we are already developing it or have it scheduled for development.

Can I customize my own intake forms?

Yes. Bridge features a number of pre-built intake forms that can be further customized to your exact needs. There is a small charge for creating a custom intake form. The work is billed hourly and most forms don’t require more than a few hours.

For more information on intake forms please see: Why Does Your Medical Practice Need Electronic Patient Intake Forms?

Can I create my own Care Plans for my patients?

Yes. Bridge Patient Portal comes preloaded with many Care Plan templates. Each of these can be modified. You can also create your own without any assistance from Bridge technical support.

What EMR’s does your product currently interface with?

Bridge Patient Portal Currently Interfaces:

– GE Centricity (Centricity Business, Centricity EMR and CPS)
– NextGen
– Allscripts
– Greenway
– Athena
– McKesson
– PrognoCIS

Does Bridge offer IVR Services for notifications or reminders?

While Bridge does not offer IVR services as part of its core offering, Bridge is open to working with 3rd party vendors to provide the solution if requested. Bridge currently support SMS text, email and mobile app push notifications and reminders

Does Bridge offer SMS and Email notifications?

Yes. Bridge has a robust admin panel that allows for the easy setup of SMS and Email notifications. These can be used for a variety of features, including:

– Appointment Confirmations
– Appointment Reminders
– Health Summaries
– New Documents
– Rx Refill Status Change
– New Invoices
– New Lab Results
– New Message

To learn more about SMS and Email notifications please see: The Facts about HIPAA and Email/SMS Communication with Patients

To learn more about sending appointment reminders securely please see: How to Send Automated Patient Appointment Reminders Without Jeopardizing Patients’ Data Security

Does Bridge offer video econsultations for telemedicine as part of it’s patient portal solution?

Bridge offers a email-based e-consultation solution with integrated billing for the e-consultations. In regards to video e-consultations, Bridge generally recommends 3rd party systems.

To learn more about telemedicine please see: Telehealth Is Healthcare’s New Frontier, Powered by MACRA

Is your patient portal mobile friendly?

Is your patient portal mobile friendly?

Yes. Bridge’s web browser-based application is mobile friendly by using responsive design. This ensures a user-friendly experience on all devices.

Bridge also offers a client-branded mobile app solution with extensive functionality for interfaces, patient medical records, appointment scheduling, messaging, bill pay and more. To learn more about Bridge’s mobile app solution please visit: Universe mHealth

Can a patient use the direct messaging protocol?

Yes, granted the provider has a direct message address.

Do you offer medical web design services?

Yes. In partnership with our strategic partner Medical Web Experts, Bridge offers a wide range of web development services, ensuring maximum engagement across your patient population.

Medical Web Experts has over 10 years of experience specializing in medical web design and app development for the healthcare industry. For more information visit their website: Medical Web Experts

We have more than one child. Can I set up one account for all of our children?

Yes. Parents can have an account for all of their individual children, provided that all of their children are under the age of 18 or the age of majority in their state. Modeled after recognizable social media applications, parents can intuitively toggle between the profiles of their children. This feature clearly displays which child’s information the parent may be viewing, allowing the parent to manage his/her child’s appointments, prescription requests, and medical records with ease. Bridge also has built in age of majority software that automatically disconnects a child for a parents account when the child reaches the age of majority.

To learn more about Pediatric specific portal features please see: 3 Portal Features Every Pediatric Clinic and Parent Should Know

What is the Bridge Patient Portal Chronic Care Management Solution?

Bridge’s Chronic Care Management (CCM) solution is a software platform designed to coordinate care for high-risk patients, such as patients with multiple medical conditions. It was developed to facilitate billing for CPT code 99490, which reimburses providers for 20 minutes of clinical follow up per month for Medicare patients with 2 or more chronic conditions. Since its inception the platform has expanded and now offers a care management solution for other preventative services. Within the platform there is a library of careplans for the most common chronic conditions and a built in database to track preventative services for patients.

To Learn more about Bridge’s Chronic Care Management solution please see: CM Dashboard

To Learn more about CPT code 99490 please see: Dismantling the Hurdles of Chronic Care Management

Can I customize chronic care management forms?

Yes, there is a form builder in the Chronic Care Management solution that enables administrators to develop custom forms to be used in their CCM program

How do I track the time I have spent in providing Chronic Care Management services?

The Chronic Care Management solution has a built in timer. Every time a care coach accesses a patient chart, reviews the patient health records, updates or modifies the patient’s care plan, or communicates with the patient via phone or email the time spent in each activity is automatically recorded. At the end of the month, you can run a billing report for each provider that details the amount of time spent on Chronic Care Management service.

We have more than one child. Can I set up one account for all of our children?

Yes. Parents can have an account for all of their individual children, provided that all of their children are under the age of 18 or the age of majority in their state. Modeled after recognizable social media applications, parents can intuitively toggle between the profiles of their children. This feature clearly displays which child’s information the parent may be viewing, allowing the parent to manage his/her child’s appointments, prescription requests, and medical records with ease. Bridge also has built in age of majority software that automatically disconnects a child for a parents account when the child reaches the age of majority.

To learn more about Pediatric specific portal features please see: 3 Portal Features Every Pediatric Clinic and Parent Should Know

How will I be charged?

Fees are charged on the first of the month based on the highest number of enabled patients, and number of disabled patients in that same day, in the system, in the prior month. The fee applies to the upcoming month.

What’s Bridge’s cancellation policy?

Bridge asks for 30 days notice before you cancel your license with Bridge Patient Portal.

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