Frequently Asked Questions
If you are experiencing a medical emergency, please call 911 and do not use online messaging.
I used to have a hospital portal and/or a separate clinic portal; can I keep those and not sign up for a new portal?
As of September 9th, 2019 we have created a new, combined KSB Patient Portal to enhance your experience. This allows you to access your hospital and clinic records in one, convenient spot. You must re-enroll in the new KSB Patient Portal to receive any records starting September 9th, 2019. You can re-enroll by asking your healthcare provider for an invitation.
How does the KSB Patient Portal benefit my health care?
The KSB Patient Portal allows you to go online to request non-urgent appointments, view your most lab results, view most recent radiology results, send secure messages to your care teams, request prescription refills and see a summary of medications, allergies, immunizations and medical issues. You will soon be able to complete pre-visit questionnaires on the patient portal as well. Other functionalities may be added at any time.
How do I sign up for the KSB Patient Portal?
You can enroll in the KSB Patient Portal by providing your email address at registration when you arrive for KSB services at any of our KSB locations. You will need access to the internet and a valid email address to receive an invite.
What if I didn’t receive my invitation email after visiting registration at a KSB location?
Please check your spam or junk mail folders in your email account. If you still can’t find it, please contact the KSB Patient Portal Technical Support line at (815) 285-5424 and ask them to verify your email address and resend the invitation.
Can I enroll my spouse, child or another family member in the KSB Patient Portal?
Parents/legal guardians of a minor child from 0-11 years of age can enroll for a portal account on behalf of the minor. If your child is ages 12-17 years of age your child will need to be present and a consent form will need signed by you and your child to allow you proxy access to your child’s account. Due to federal and state laws, your child’s consent from ages 12-17 is required for you to access their electronic medical record. You can always obtain their full medical record at our Health Information Management (HIM) Department located at 101 W. First Street, Dixon, IL. You can only enroll for access to another adult’s medical information if KSB has a documented and active medical power of attorney on file.
Can I ask questions regarding a family member from my KSB Patient Portal account?
No. Your KSB Patient Portal account is specific to your health care and is tied only to your medical record.
Is a mobile version of KSB Patient Portal available?
Yes, a mobile version of the KSB Patient Portal is available. Visit your iOS and Android app store and search and download “IQ Health”
How do I get technical help accessing the KSB Patient Portal?
You may call the KSB Patient Portal technical support line at (888) 338-9741, 24 hours a day and seven days a week. This line is for forgotten password or technical assistance.
Can I use the KSB Patient Portal to communicate an emergency or medical concern?
No, the KSB Patient Portal is for routine health-related inquiries only. If you are experiencing a medical emergency, please call 911 and do not use online messaging.
Where will secure messages sent through the KSB Patient Portal go?
When you select a provider to contact in the KSB Patient Portal, the message will be sent securely through your electronic medical record to that provider’s specialty area/clinic.
How soon will I hear back from my care team after sending a secure message?
You can expect to receive a response from your care team within two business days (Monday through Friday, during your provider’s regular office hours).
Are there situations where I shouldn’t use online messaging through the KSB Patient Portal?
Yes. Please call your KSB physician’s office (instead of using online messaging) for any of the following purposes:
- You need to see a physician within 48 hours
- You need a prescription filled within 48 hours
- You need to cancel or reschedule an appointment in the next 48 hours
- You need to cancel or reschedule a procedure/surgery within the next seven days
Can I send an email or text message to my provider, instead of using secure messaging through the KSB Patient Portal?
No. For security reasons, you should never send confidential information via email or text message to your provider or care teams. If you choose to communicate with your care team, you will need to use secure messages through the KSB Patient Portal.
Will the KSB Patient Portal allow me to schedule my own appointments?
Not at this time. We continue to work to improve our KSB Patient Portal to meet our patient’s needs and will be addressing this feature in the future.
What lab results will be viewable in the KSB Patient Portal?
Most lab and radiology test results are viewable in the KSB Patient Portal within 48 hours of the results being available to your provider. Please note that some sensitive results such as mammogram results and genetic markers may not be displayed in your portal. You may obtain a copy from your provider’s office or our Health Information Management Department which is located at 101 W. First Street in Dixon. Hours of operation are Mon-Fri 8:30 am – 5:00 pm.
Will the KSB Patient Portal allow me to view my clinical notes?
Yes. Your hospital and clinic notes, education, and provider documentation will be available for visits starting September 9th, 2019. You can request clinical notes prior to September 9th, 2019 by contacting KSB’s Health Information Management Department, located at the KSB Lovett Center at 101 W. First St. Dixon, IL 61021. Hours of operation are Mon-Fri 8:30 am – 5:00 pm. You can also send a secure message to your providers office and request that they attach to a message and send it to you in your Patient Portal.
How can I remove a proxy user from my portal account?
To remove a user you previously authorized access to for your portal account, call KSB Patient Portal’s Technical Support line at (815) 285-5424 and our Patient Portal support team will be happy to assist you.