Frequently Asked Questions (FAQ)
Q. The phone line is busy, is there something I can do about it?
A. We try to give our best service to our patients and it can get very busy from time to time. Please try again a few minutes later or look at the solutions below.
If you want to book an appointment, try our online booking platform: https://portal.healthmyself.net/forwardcaremedical#/
Q. My doctor asked me to send a photo/file/attachment, where should I send them to?
A. Please send all documents/files/photos/attachments through your Pomelo account.
***Appointments cannot be changed or made through email, so please do not send us emails requesting a change in appointment***
Q. My online booking platform is broken / doesn’t work. What is happening?
A. First make sure that you have registered on the online booking platform, if you already registered and online booking doesn’t work, it may be because appointments are fully booked. In this case, please call our office to book an appointment.
For in-person appointments: please call our office or book a virtual appointment first.
Q. Why do my appointments feel so short?
A. MSP (Medical Services Plan) limits us to a certain time period per appointment. Our doctors care for you and try their best to give the best care to patients, but please note that we are limited in time. You are always welcome to book appointments as often as you like.
Q.I forgot my online booking (Pomelo) password, how do I reset my password?
A. If you forget your Pomelo portal password, you can reset the password yourself. Go to: https://portal.healthmyself.net/forwardcaremedical#/and click on ‘reset password’. You will be asked for a pin which was made by you when you first created your account. If you forgot your pin, then please contact website support: https://portal.healthmyself.net/support
For additional questions/concerns, please email firstname.lastname@example.org. We will reply within 1-3 business days.
Q. It's been over 2 months and I still haven't received my lab reports back. What should I do?
Our clinic policy states that: it is your responsibility to book an appointment after you have completed any lab or imaging to review your results. Even though we try our best to make sure all results are appropriately reviewed, electronic and human errors are always a possibility. With patients calling us for their results, it ensures that nothing falls through the cracks. Usually, most bloodwork takes 1 week to return, reports for imaging or biopsies may take 2-4 weeks.
Q. What is your clinic policy?
You can read over our clinic policy. Patients should have received and signed a copy of the clinic policy when they first became patients at FCM. We may ask patients that don't have a clinic policy on file to sign a new one.