If you are experiencing a medical emergency, please dial 9-1-1 by phone
Frequently Asked Questions
If your question is not answered below, contact Patient Gateway Technical Support at 800-745-9683.
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What is Mass General Brigham Patient Gateway?
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Mass General Brigham Patient Gateway is a secure electronic portal that helps you better manage your own health or the health of a family member. Patient Gateway allows you to do these things and more:
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Communicate with your health care team
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Schedule appointments
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Participate in virtual visits
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Review your medications and renew prescriptions
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View lab or test results
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Read visit notes and after-visit summaries
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Request referrals
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Pay your bill
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Read health and wellness information
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For more information, please watch the Mass General Brigham Patient Gateway overview video
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Mass General Brigham Patient Gateway is a secure electronic portal that helps you better manage your own health or the health of a family member. Patient Gateway allows you to do these things and more:
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Logging in to Mass General Brigham Patient Gateway
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I can’t remember my username/password. How can I log in?
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If you have an email address, you can find your username and reset your password by clicking the "Forgot Username" and "Forgot Password" button on the login screen.
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If you do not have an email address, please call the Patient Gateway Help Desk at 800-745-9683 for help.
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For more information, please watch this video.
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The screen says my account has been disabled. What do I do?
- This happens when you have too many failed login attempts. Contact Technical Support for assistance using the link on the right side of this screen.
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Enrolling in Mass General Brigham Patient Gateway
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How do I enroll in Mass General Brigham Patient Gateway?
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If you are a new user to Patient Gateway, go to www.patientgateway.org and click "Enroll Now" to begin the enrollment process.
Your account will be activated once you:- Confirm your identity
- Create a username, password, and security question
- Agree to our terms and conditions
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Accounts for patients under the age of 18 must be associated with the account of a parent or guardian. This process cannot be completed online. See ‘Can I enroll someone other than myself?’ below for additional help.
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If you have any trouble enrolling, please contact Technical Support for assistance using the Technical Support link on the right side of this screen.
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Can I enroll someone other than myself?
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No, please see "How can I get access to another person’s Patient Gateway account?"
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How can I get access to another person’s Patient Gateway?
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You can become a Patient Care Representative (PCR) for another individual. Becoming a PCR will allow you to have single Patient Gateway account with access to your information, as well as anyone you are a PCR for.
For example, a parent may become a PCR for their child, or an adult may become a PCR for their parent. Access to a teen patient is limited.
Note: A PCR must be at least 18 years old.
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How do I become a Patient Care Representative (PCR)?
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Note: A PCR must be at least 18 years old.Access to a teen patient is limited. A Patient Gateway PCR is not the same as a health care proxy.
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To get Patient Gateway PCR access to an adult patient
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If the adult patient already has their own Patient Gateway account, the patient can send you an invitation from their Patient Gateway account. Once you accept the invitation you will have access.
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If the adult patient does not have their own Patient Gateway account:
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Inquire at the patients next doctor appointment. You will need to fill out and sign a PCR form. The patient must give their consent by signing the form. The doctor’s office can then grant the access.
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Or, contact Patient Gateway Technical Support at 800-745-9683. Both the patient and the PCR must be available to give verbal consent. The request will be reviewed and if approved, access will be granted within 1 – 2 business days.
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To get Patient Gateway PCR access to children and teens
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For children age 0-12
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Inquire at the patients next doctor appointment. You will need to fill out and sign a PCR form. The doctor’s office can then grant the access.
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Or, contact Patient Gateway Technical Support at 800-745-9683. The request will be reviewed and if approved, access will be granted within 1 – 2 business days.
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For children age 13-17
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Inquire at the patients next doctor appointment. You will need to fill out and sign a PCR form. The patient must give their consent by signing the form. The doctor’s office can then grant the access.
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Or, contact Patient Gateway Technical Support at 800-745-9683. Both the patient and the PCR must be available to give verbal consent. The request will be reviewed and if approved, access will be granted within 1 – 2 business days.
If you already have a Patient Gateway account, you will continue to use the same username and password. If you do not already have a Patient Gateway account, you will be given enrollment instructions by the doctor’s office or you can select enroll now from the login page and set up your account without an activation code. -
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What is my activation code? How does it differ from my password or medical record number?
- Your activation code is a temporary code that helps you create your Patient Gateway account and link your medical information to this account.
- Your password is created by you to securely log in to Patient Gateway. If you forgot your password, click the "Forgot Password?" link on the login screen.
- Your medical record number is assigned by your doctor’s office. If you do not know this number, please contact your doctor’s office or the registration office.
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I just completed the steps for enrolling in Patient Gateway. Now what?
- I enrolled online
If you enrolled online and successfully completed the enrollment, then log in with the username and password you created during enrollment. You are all set! - I enrolled online, but the screen says I need to wait for an email. Now what?
If you enrolled online but did not successfully complete the enrollment process, your enrollment request was submitted to the enrollment staff for processing. They may contact you to confirm your identity. You will then receive an email with a link to complete your enrollment. This may take 3-5 business days. -
I enrolled at my doctor's office
If you enrolled at your doctor's office, check for an email or text message and complete enrollment using the link provided.
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How do I cancel my Patient Gateway account?
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If you would like to cancel your Patient Gateway account, contact Technical Support for assistance using the link on the right side of this screen and request your account to be removed.
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Understanding System Requirements
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What is required to use Patient Gateway?
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To have the best and most secure experience using Patient Gateway, we ask that you are using a recent version of one of today's modern browsers such as Microsoft Edge, Chrome, Firefox or Safari.
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Are there any security settings required on my computer?
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No, there are no special security settings required to use Patient Gateway.
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Can I access Mass General Brigham Patient Gateway on my mobile device?
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Yes, there are two ways to access Patient Gateway on your mobile device:
- There is a mobile app available for Android and iPhone smartphones, you can download it for free from your app store.
- If you do not wish to download the app, you may access Patient Gateway by entering www.patientgateway.org in your mobile browser.
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Virtual Visits
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What are Virtual Visits?
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Virtual visits are a way to meet online with your doctor by video. To take part in a Virtual Visit, you need a computer (with a webcam), a tablet or mobile device with the Zoom application downloaded.
It’s as easy as 1, 2, 3 Step 1: Login, Step 2: Connect, Step 3: Start your virtual visit.
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What happens during a Virtual Visit?
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The Mass General Brigham Virtual Visit Program will allow you to meet with your doctor or care provider through video chat on a computer or a mobile device. It is the same world-class Mass General Brigham care but from home, work, or from any other private location.
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Can anyone use Virtual Visits?
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Contact your doctor’s office to find out if they are doing Virtual Visits.
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How do I prepare for my Virtual Visit?
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If this is your first Virtual Visit, you will need to download and install the Zoom video application to the computer, tablet or smartphone you want to use for your visit. You can find the application for download in the Apple Store, Google Play, or directly from Zoom.
If you want to use a mobile device or tablet for your Virtual Visit, download the Mass General Brigham Patient Gateway app. If you plan to use a Windows or Mac computer, please use Chrome, Firefox, or Safari browser to log in to Patient Gateway at the time of your virtual visit.
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For more information about Virtual Visits and other technical requirements click here. -
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Viewing and paying my bills
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Can I pay my bill using Patient Gateway?
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Yes. If you have an active Patient Gateway account and your provider uses online billing, you will be able to pay your bill online.
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Can I pay a bill for another patient using Patient Gateway?
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To pay a bill for another patient using Patient Gateway, you must have been listed as the patient's guarantor on the date of the appointment. To pay an account that you are not listed as the guarantor, you can select Pay As Guest on the Patient Gateway login page to pay on an account.
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What is Pay as Guest?
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Pay as Guest allows you to make a payment on an account without requiring you to login to patient gateway. Enter the billing account number and billing account holder’s last name to locate the billing account. Please contact the billing department customer service number on the paper statement for billing assistance.
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Who do I contact if I have a question about my bill?
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Patient Gateway Technical Support does not have access to billing information and cannot assist with billing questions. If you have billing related questions, please call the phone number on your billing statement.
Please see additional contact information below.
Mass General Brigham 617-726-3884 Boston Dermatology and Laser Center 617-722-4100 Boston Eye Surgery and Laser Center - Boston 508-534-7583 Boston Eye Surgery and Laser Center - Plymouth 508-534-6027 Boston Eye Surgery and Laser Center - Cape Cod 508-534-6027 Boston Health Care for Women Inc 617-739-1151 Boston West Cardiology 781-894-1199 Cape Cod Eye Surgery and Laser Center 508-534-6027 Centre Dermatology and Aesthetic Medicine 857-282-1300 Commonwealth Obstetrics and Gynecology 855-871-7324 Commonwealth Radiology Associates 617-726-4272 Dana-Farber Cancer Institute 866-408-4669 Dermatology Consultants at Newton Wellesley 617-969-0210 Edward Busick M.D. 781-647-0855 Essex Neurological Associates 978-532-8010 Eye Center of the North Shore 978-599-1871 Family Care Associates 781-235-1606 Gastroenterology Health Care 617-969-1227 HandSurgery PC 857-282-1100 Howard Goldberg M.D. 781-598-4040 Krauss Dermatology 781-416-3500 Levinson-Harris Medical Group 857-282-1200 Martin Richler M.D. 781-891-1447 Massachusetts Eye and Ear 617-573-3135 Medical Associates of Greater Boston 508-820-8383 Micro Surgical Eye Consultants 978-531-4400 New England Ear Nose and Throat 617-910-0368 New England Hematology Oncology 617-658-6050 New England Orthopedic Specialists 857-238-6367 Newton Wellesley Eye Associates 617-964-1050x19 Newton Wellesley Dermatology 781-237-4827 Newton Wellesley OB GYN 617-332-2345 Newton Wellesley Urology PC 617-643-1700 North End Waterfront Health Center 617-643-8800 North Shore Cardiovascular Associates 866-832-6946 Opthalmaic Consultants of Boston 800-649-0733 Orthopedics New England 508-655-0471 Pediatric Associates of Wellesley 781-736-0040 Pediatric Health at Chestnut Hill 617-244-6000 Plymouth Laser and Surgery Center 508-534-6027 Professional Services 617-724-7748 Putnoi Eye Care (Waltham) 781-894-2020 Putnoi Eye Care (Wellesley) 781-235-5100 Root Family Medicine 508-465-3434 Saltzman Urology 617-332-0116 Sanphy Podiatry Group 781-596-0703 Wellesley Primary Care Medicine 781-431-2345 Wellesley Womens Care 617-965-4120 Xuan Zhang M.D. 617-527-5528 Note: The billing function in Mass General Brigham Patient Gateway is not available on all accounts.
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How do I request and view an estimate?
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What is an estimate?
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An estimate is the predicted amount you will pay for a medical service based on what patients have been charged in the past, with or without insurance.
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Need assistance with your Dana Farber Cancer Institute Estimate or to request an estimate?
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If you would like to schedule an appointment, please call 877-442-3324. If you have questions about this estimate, please call financial counseling at 617-582-9820. Click here for more information.
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Need assistance with your Mass General Brigham Estimate or to request an estimate?
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If you would like to schedule an appointment or request more information, please call customer service at 617-726-3884, option 2. Click here for more information.
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How long are estimates valid?
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The estimate is valid for 90 days.
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How accurate are estimates?
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Estimates provided are based on average patient charges for the type of service, procedure or test. It is only an estimate – your actual charges may be higher or lower than the estimate depending on various factors (e.g. general health, unforeseen complications, length of stay).
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How are any discrepancies from the estimate handled?
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If your final bill is greater than the estimate, you will be billed for the difference. If your final bill is less than the estimate, your account will be credited.
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What is the Massachusetts HSN surcharge?
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The Commonwealth of Massachusetts requires that a patient pay a surcharge whenever the patient liability for a visit is greater than or equal to $10,000. This surcharge percentage changes every October 1st. The surcharge is not included in this estimate and will need to be added when your account is settled. Please refer to the website here for additional information and current rates.
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If your question is not answered, click here to contact Patient Gateway Technical Support
If your question is not answered click here to contact Mass General Brigham Patient Gateway Technical Support.