Have you had trouble with the Intermountain Healthcare (IHC) My Health portal sign in?

You are not alone! … It is a major pain.¹

If you search for “IHC my health” on Google, for example, you will see something like this:

Note that IHC is spending money on Google ads to promote My Health+

My Health+ is also known as MyHealth+, MyHealth Plus, and My Health Plus. I guess they can’t make up their mind.

Both of the links in the Google search results forward to:
https://intermountainhealthcare.org/patient-tools/my-health-plus/

which looks like this:

That looks promising, but as you probably know, looks can be deceiving.

Let’s assume that you want to use the My Health portal sign in page on a laptop or desktop.

So you click on “MyHealth+ On the Web”, which takes you to a page like this:

You click on “Sign in”, enter your login info, and then you are on a page like this:

You simply want to login to MyHealth+, but you figure you need to do something to make that happen, so you click on “Continue”, only to receive a message like this:

Huh? Why don’t they have my records?

Why do I need to go through all this hassle just to login?

This problem also occurs if you use the My Health Plus app.

If you decide to “contact support”, you notice that no support information is given. Grrr!

If you search on Google or the IHC site, you will eventually find a phone number for website support.

And guess what happens when you call technical support?

Many of you know the answer to that one!

After listening to the menu options and pressing a number or two, you hear a voice message that says:

due to unexpected call volume and limited staff, our hold times may exceed two hours

Two hours? I filed a Better Business Bureau complaint about this poor customer service on 10 October 2020 (when the hold time was three hours). IHC said they were hiring new staff members and “please know that we are working to address this and improve wait times and the patient experience with MyHealth+.”²

I wrote this post because nearly two months later I do not see any improvements. (Unless you believe reducing hold times from 360 minutes to 240 minutes is an improvement. I do not.)

Presently the workaround is to use the legacy MyHealth portal at myhealth.intermountainhealthcare.org. I was able to login to that “legacy” MyHealth site, and I hope you can too.

Footnotes

1. If you do not have a My Health username and password, you can try to register online, via the MyHealth+ app [ Apple App Store (iPhone) | Google Play (Android) ], or, if those methods do not work, ask your primary care physician’s office to email you a link to register for MyHealth.
   
   Even though everything IHC will send you will refer to “MyHealth+” (or My Health Plus), remember that MyHealth+ on the web does not work, therefore you will need to use the “legacy” My Health website at myhealth.intermountainhealthcare.org.
   
2. Here is the transcript of my Better Business Bureau complaint about Intermountain Healthcare’s long hold times for website technical support.
   
   You can read the transcript on the BBB website, although you have to scroll down the page to find it. The complaints are in chronological order, most recent first.

Better Business Bureau complaint about Intermountain Healthcare
Complaint Type: Problems with Product/Service
Submitted on 10 October 2020

On six separate occasions I have either not been able to login to “MyHealth+” (“MyHealth Plus”), or I have not been able to schedule an appointment. These problems have occurred using the IHC MyHealth+ iOS app and the website—often both. IHC instructs patients: “If you have additional questions, please call technical support at ###-###-####”, for example at https://intermountainhealthcare.org/patient-tools/my-health-plus/ . I have called that number on the aforementioned six occasions, but each time I have received a recording indicating that “wait times exceed [one hour OR two hours OR three hours]”. I do not understand how a healthcare company thinks that making patients wait on hold for 1–3 hours is, or ever has been, acceptable. IHC will probably rationalize that “it’s not for patient care, just tech support”. However, throughout their website; on slick patient brochures in their clinics and hospitals; and in frequent Internet, social media, print, and other advertising, IHC heavily promotes their MyHealth+ feature. Before spending more money on advertising, would you please hire enough staff to answer tech support calls? This neglect constitutes very frustrating, poor-quality customer “service”.

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IHC response submitted on 20 October 2020

Mr. *,

Thank you for taking the time to share your concerns regarding MyHealth+. We are aware of the current wait times and sincerely apologize for your frustration. Steps are being taken to address this, including hiring more support staff to handle concerns and volumes. We are also working to deliver an online form that allows patients to request parental proxy access. We have pushed for the use of MyHealth+ related to our COVID delivery of care. We are pointing patients towards MyHealth+ as a way to access results and are working to improve the patient experience on that platform. Again, I sincerely apologize for your experience but please know that we are working to address this and improve wait times and the patient experience with MyHealth+.

Respectfully,

Abby

Intermountain Healthcare