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.
To learn more about Patient Gateway, you can also watch these videos. Subtitles are available in Arabic, Chinese, Haitian Creole, Portuguese, Russian and Spanish. To change subtitles, follow these steps:
  1. When the video is playing, hover over or pause the video.
  2. Click “Settings” (the gear icon ⚙ next to “CC”) on the bottom of the video.
  3. Click “Subtitles/CC.”
  4. Choose one of the language options.

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  • What is Mass General Brigham Patient Gateway?
    • 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:
      • Communicate with your health care team
      • Schedule appointments
      • Participate in virtual visits
      • Review your medications and renew prescriptions
      • View lab or test results
      • Read visit notes and after-visit summaries
      • Request referrals
      • Pay your bill
      • Read health and wellness information
    • For more information, please watch the Mass General Brigham Patient Gateway overview video
  • Logging in to Mass General Brigham Patient Gateway
  • Enrolling in Mass General Brigham Patient Gateway
    • How do I enroll in Mass General Brigham Patient Gateway?
      • 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:
        1. Confirm your identity
        2. Create a username, password, and security question
        3. Agree to our terms and conditions
      • 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.
      • If you have any trouble enrolling, please contact Technical Support for assistance using the Technical Support link on the right side of this screen.
      • For more information on how to enroll with a link or activation code, please review this tip sheet or watch this video.
      • For more information on how to enroll without a link or activation code, please review this tip sheet or watch this video.
    • Can I enroll someone other than myself?
      • No, please see "How can I get access to another person’s Patient Gateway account?"
    • How can I get access to another person’s Patient Gateway?
      • 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.
    • How do I become a Patient Care Representative (PCR)?
      • 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.
      • To get Patient Gateway PCR access to an adult patient
        • 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.
        • If the adult patient does not have their own Patient Gateway account:
          • 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.
          • 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.
      • To get Patient Gateway PCR access to children and teens
        • For children age 0-12
          • 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.
          • 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.
        • For children age 13-17
          • 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.
          • 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.
    • 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.
    • 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.
    • How do I cancel my Patient Gateway account?
      • 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.
  • Understanding System Requirements
  • Virtual Visits
    • What are Virtual Visits?
      • 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.
    • What happens during a Virtual Visit?
      • 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.
    • Can anyone use Virtual Visits?
      • Contact your doctor’s office to find out if they are doing Virtual Visits.
    • How do I prepare for my Virtual Visit?
      • 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.
    For more information about Virtual Visits and other technical requirements click here.
  • Viewing and paying my bills
    • Can I pay my bill using Patient Gateway?
      • Yes. If you have an active Patient Gateway account and your provider uses online billing, you will be able to pay your bill online.

    • Can I pay a bill for another patient using Patient Gateway?
      • 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.

    • What is Pay as Guest?
      • 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.

    • Who do I contact if I have a question about my bill?
      • 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 Brigham617-726-3884
        Boston Dermatology and Laser Center617-722-4100
        Boston Eye Surgery and Laser Center - Boston508-534-7583
        Boston Eye Surgery and Laser Center - Plymouth508-534-6027
        Boston Eye Surgery and Laser Center - Cape Cod508-534-6027
        Boston Health Care for Women Inc617-739-1151
        Boston West Cardiology781-894-1199
        Cape Cod Eye Surgery and Laser Center508-534-6027
        Centre Dermatology and Aesthetic Medicine857-282-1300
        Commonwealth Obstetrics and Gynecology855-871-7324
        Commonwealth Radiology Associates617-726-4272
        Dana-Farber Cancer Institute866-408-4669
        Dermatology Consultants at Newton Wellesley617-969-0210
        Edward Busick M.D.781-647-0855
        Essex Neurological Associates978-532-8010
        Eye Center of the North Shore978-599-1871
        Family Care Associates781-235-1606
        Gastroenterology Health Care617-969-1227
        HandSurgery PC857-282-1100
        Howard Goldberg M.D.781-598-4040
        Krauss Dermatology781-416-3500
        Levinson-Harris Medical Group857-282-1200
        Martin Richler M.D.781-891-1447
        Massachusetts Eye and Ear617-573-3135
        Medical Associates of Greater Boston508-820-8383
        Micro Surgical Eye Consultants978-531-4400
        New England Ear Nose and Throat617-910-0368
        New England Hematology Oncology617-658-6050
        New England Orthopedic Specialists857-238-6367
        Newton Wellesley Eye Associates617-964-1050x19
        Newton Wellesley Dermatology781-237-4827
        Newton Wellesley OB GYN617-332-2345
        Newton Wellesley Urology PC617-643-1700
        North End Waterfront Health Center617-643-8800
        North Shore Cardiovascular Associates866-832-6946
        Opthalmaic Consultants of Boston800-649-0733
        Orthopedics New England508-655-0471
        Pediatric Associates of Wellesley781-736-0040
        Pediatric Health at Chestnut Hill617-244-6000
        Plymouth Laser and Surgery Center508-534-6027
        Professional Services617-724-7748
        Putnoi Eye Care (Waltham)781-894-2020
        Putnoi Eye Care (Wellesley)781-235-5100
        Root Family Medicine508-465-3434
        Saltzman Urology617-332-0116
        Sanphy Podiatry Group781-596-0703
        Wellesley Primary Care Medicine781-431-2345
        Wellesley Womens Care617-965-4120
        Xuan Zhang M.D.617-527-5528

        Note: The billing function in Mass General Brigham Patient Gateway is not available on all accounts.

    For more information about Patient Gateway Billing features, please review this tip sheet or watch this video.
  • How do I request and view an estimate?

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.