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This page is for members and addresses questions about using the Group Health Web site. For general questions about Group Health Cooperative, see About Group Health. For member questions about coverage, billing, membership, consumer rights, and getting care, see Frequently Asked Questions or members may contact Customer Service.
If you can't find the answer to your questions about this site, e-mail the Webmaster. The MyGroupHealth for Members Web site support line is also available Monday through Friday from 8 a.m. to 5 p.m.
General Issues
Q. I can't find or open a page that I bookmarked. What happened to it?
A. There are two reasons your bookmarks may not work. First, much of our health information and many of our online services are available only to Group Health members who are registered and logged in to MyGroupHealth for Members. If you bookmarked a page available only to registered members, you will be asked to log in first. Once you log in, you should be taken to the page you bookmarked.
Second, we occasionally make changes to the organization and structure of our site and the location of some pages may change. Use the Search box at the top of every page to find a topic or page or browse through the major navigation links on the left side of every page.
If you do not find the topic you need or would like to suggest a new topic that you feel should be on our site, please e-mail the Webmaster. We will do our best to find it for you or to add it to our site if appropriate.
Q. Where can I find general health information on this site?
A. The Healthwise® Knowledgebase is available to everyone on our public site. When you log in to MyGroupHealth for Members, you'll also have access to our Condition Centers, health tools, and quizzes. You'll find these links under Health Topics.
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Registration and Log-In
Q. I tried to log in but the system did not recognize my name or member ID number.
A. You must type your ID number, last name, and birth date exactly as we have it in our records. To ensure any potential errors have been cleared from the system, close your browser and reopen it before trying to log in again.
If you continue to experience this problem, contact Customer Service.
Q. When I try to register for MyGroupHealth, I get an error that says I'm not in the database. What do I do?
A. Only Group Health members can register on our site.
If you are a member, there may be a couple of reasons you're not being recognized. Occasionally our database of member information might be unavailable. If this happens, it should only occur for a short time and you can try to register again later.
If you are a new Group Health member, your information may not yet be accessible. Call Customer Service to determine your status in our system.
If you are not a member, review our health plans and consider joining us.
Q. I registered for the site recently but have not been able to log in.
A. Whenever you log in, you must enter your member ID number and password exactly as you typed them when you registered. The password is case-sensitive.
To ensure that any potential errors have been cleared from the system, close your browser and reopen it before trying to log in again.
If you forgot your password, click on "Forget your password?" in the member log-in area. Or you can call Customer Service member Web site support toll-free at 1-888-874-1620 to reset your password.
Q. I registered and upgraded my account but I don't see all of the enhanced online services on my home page.
A. Some of our enhanced online services — e-mailing your health care team, appointment requests, and access to your online medical record — are available only for members whose personal physician is at a Group Health-owned and operated medical center.
If your personal physician is one of our contracted or network providers, you will not have enhanced services. However, you will have access to prescription refills and information about your health plan and benefits.
Q. I created a user name in my profile but I can't use it to log in. Instead, I'm being asked my member ID. Why can't I just use my name?
A. We ask you for your member ID number and password for security reasons.
Q. Why does the Web site log me out?
A. For security purposes, our system logs out users automatically after 30 minutes of inactivity.
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Online Services
Q. Why do I need to use the secure messaging system to talk to my health care team? I'd rather just send and receive messages using my personal e-mail.
A. We designed the secure messaging system to provide greater security than is available through e-mail.
Q. Can I select my doctor through this Web site?
A. You may log in and select or change your personal physician if they are located at a Group Health-owned medical center. This service is not available for physicians not located at a Group Health facility.
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Technical Issues
Q. The Group Health Web site does not look good on my screen and I am not able to register or log in.
A. This Web site specifically supports Internet Explorer version 6.0 or later, or Netscape 7.0 or later. You may not be able to use our site if you are using an earlier edition of these browsers pr a different browser.
We also recommend that you set your monitor display to 800 x 600 pixels or greater.
Q. I've heard that I should "clear my cache" for security reasons. What is a cache and how will clearing it give me extra security?
A. The cache is a collection of Web pages you've recently visited. The browser saves the pages in a list that can be reviewed. The cache then helps pages reload faster when you return to them.
Clearing the cache will increase the security and privacy of your information because no one will be able to see your browsing history.
Q. Can I use WebTV to register and log in to MyGroupHealth?
A. We do not support WebTV for MyGroupHealth.
Q. I have clicked on some links that include a note about being a PDF. How do I open these files?
A. Adobe Reader is a free program that allows you to access PDF files. If you don't have Adobe Reader or need to upgrade, you can download it free from the Adobe Web site.
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