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MyKelseyOnline

​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​Frequently Asked Questions

COVID-19 Related Questions

If you're experiencing COVID-19 symptoms (fever, cough, and shortness of breath) or other upper respiratory conditions, you have the option to conduct an E-visit with a Kelsey-Seybold Clinic provider. You'll receive medical advice and a care plan in one hour or less without having to leave home!  Our providers can immediately screen for COVID-19 and, if needed, direct you to the appropriate level of care or provide a care plan, including sending prescriptions to the pharmacy of your choice.
What is coronavirus disease 2019 (COVID-19)?

Coronavirus disease 2019 (COVID-19) is a respiratory illness that can spread from person to person. The virus that causes COVID-19 is a novel coronavirus that was first identified during an investigation into an outbreak in Wuhan, China.

Have there been cases of COVID-19 in the U.S.?

Yes. The first case of COVID-19 in the United States was reported on January 21, 2020. The current count of cases of COVID-19 in the United States is available on the CDC's website.

Have there been cases of COVID-19 in the Houston area?

Yes. The first case of COVID-19 in the Houston area was reported on March 5, 2020. The current count of cases of COVID-19 in the Houston area is available on the Texas Department of Health website.

How does COVID-19 spread?

The virus that causes COVID-19 probably emerged from an animal source but is now spreading from person to person. The virus is thought to spread mainly between people who are in close contact with one another (within about 6 feet) through respiratory droplets produced when an infected person coughs or sneezes. It also may be possible that a person can get COVID-19 by touching a surface or object that has the virus on it and then touching their own mouth, nose, or possibly their eyes, but this is not thought to be the main way the virus spreads.

What are the symptoms of COVID-19?

Patients with COVID-19 have had mild to severe respiratory illness with symptoms of:

  • fever
  • cough
  • shortness of breath

How can I help protect myself and others?

You can help protect yourself from respiratory illness with everyday preventive actions.

  • Avoid close contact with people who are sick.
  • Avoid touching your eyes, nose, and mouth with unwashed hands.
  • Wash your hands often with soap and water for at least 20 seconds. Use an alcohol-based hand sanitizer that contains at least 60% alcohol if soap and water are not available.
  • If you are sick, help prevent the spread of respiratory illness to others by staying home.
  • Cover your cough or sneeze with a tissue, then throw the tissue in the trash.
  • Clean and disinfect frequently touched objects and surfaces.

Who is at most risk for contracting a severe case of coronavirus?

Anyone can contract COVID-19, but to date, severe cases have mostly been limited to the elderly and those with existing chronic health conditions like heart disease, cancer, diabetes, and respiratory disease.

Is there a treatment?

There is no specific antiviral treatment for COVID-19. People with COVID-19 can seek medical care to help relieve symptoms.

Is masking an effective way to prevent getting coronavirus?

There is no evidence to support that masking is any more or less effective in preventing the spread of COVID-19 than it is for any other respiratory virus. You should only wear a mask if a healthcare professional recommends it. A facemask should be used by people who have COVID-19 and are showing symptoms. This is to protect others from the risk of getting infected. If you visit the doctor with a cough, you should request a mask to cover your nose and mouth.

Should I be preparing an emergency stockpile of food, water, and medicine?

While the overall risk for COVID-19 in the United States remains low, the purchase of medications to help alleviate respiratory symptoms and liquids to help with hydration is a generally good practice — standard preparations normally taken during this time of year for the flu or other viruses is recommended.

What should I do about upcoming travel, both international and domestic?

The Centers for Disease Control and Prevention is regularly updating travel recommendations as the COVID-19 circumstances evolve. Visit the CDC's website to receive the most up-to-date recommendations for travel.

What does Kelsey-Seybold recommend for people returning from countries of concern?

We recommend following CDC guidelines and best practices, which can be found on the CDC COVID-19 website. A specific page is dedicated for travelers returning, or arriving, from areas with widespread, sustained (ongoing) transmission of COVID-19 and may be found here.

Should I schedule an appointment with a Kelsey-Seybold physician if I believe I may have Coronavirus?

If you are concerned about symptoms you or a family member are experiencing, we ask that you call our 24/7 Contact Center at 713-442-0000 to speak to a medical professional who may advise you on the next steps. At Kelsey-Seybold, we follow CDC guidelines for infection control and prevention. In the interest of public safety, we ask that patients who are demonstrating symptoms of COVID-19 or respiratory symptoms (fever, cough, and shortness of breath) to contact us at 713-442-0000 for assistance.  You can also conduct an E-visit by logging into your MyKelseyOnline account.

How is Kelsey-Seybold preparing for potential coronavirus cases?

Kelsey-Seybold continues to monitor the novel coronavirus situation and follow guidance from the CDC and Houston Health Alert Network (HAN). Medical leadership for the clinic system has enacted an emergency preparedness committee to use the guidance provided by public health authorities to work through topics such as staff training and education, personal protective equipment, communications, employee health and exposures, and more.

What would lead Kelsey-Seybold Clinic to test a patient for COVID-19?

Kelsey-Seybold Clinic is following CDC guidelines for testing. If a person meets CDC criteria for symptoms and/or travel history, we will contact local health officials to arrange for COVID-19 testing.

Is Kelsey-Seybold Clinic testing for coronavirus?

No. Currently, only government agencies can order confirmatory testing.

How is Kelsey-Seybold Clinic protecting its employees from contracting coronavirus?

Kelsey-Seybold is following CDC guidelines for personal protective equipment and infection control that includes gowning, masking, and more. Our organization is continuously working to inform, train, and support our workforce so that our staff is prepared to safely and effectively help care for patients with COVID-19.

What should I do about my child's scheduled check-up with their Pediatrician?

Currently, newborn through 12-month check-ups should not be cancelled as these are critical exams for newborns to receive immunizations and other well care checks. Parents with children over one year old with well-child exams should contact their child's pediatrician either through MyKelseyOnline or by phone to determine if their exam should be rescheduled for a future date or can be conducted using a virtual visit option.

What should I do about my scheduled elective surgery?

Following the guidance of public health officials and the CDC, we have cancelled elective surgical procedures that may be scheduled at one of Kelsey-Seybold's Ambulatory Surgery Centers or within a hospital effective Tuesday, March 17 through Tuesday, March 31. The patient's treating physician will determine if it is appropriate to proceed with the surgery or procedure and will communicate any schedule changes with the patient.

Will diagnostic testing still be available?

At this time, we have greatly reduced all diagnostic test services to a minimal amount. All diagnostic testing is under review for cases that are medically appropriate to be rescheduled. Patients with elective screening mammogram appointments through March 31 have been cancelled.


General Questions

What are the minimum browser requirements for MyKelseyOnline?

Microsoft Windows
Windows 7, Windows 8.1, and Windows 10 either have or can be updated to a Microsoft browser that supports TLS 1.1 and TLS 1.2. These versions also support recent releases of Chrome and Firefox. We expect no particular browser compatibility challenges for users of these versions of Windows. Windows 8 users ideally should update to Windows 8.1. Windows 8 users who for whatever reason cannot or choose not to update to Windows 8.1 can use a recent release of Chrome or Firefox.

Windows XP and Windows Vista cannot be updated to a version of Internet Explorer that supports TLS 1.1. The best option for continued browser security on these operating systems is to obtain the last compatible release of Firefox or Chrome.
OS X / macOS
OS X / macOS 10.9 and subsequent versions either have or can be updated to a version of Safari that supports TLS 1.1 and TLS 1.2. These versions also support recent releases of Chrome and Firefox. We expect no particular browser compatibility challenges for users of these versions of OS X / macOS.

OS X versions 10.6 through 10.8 cannot be updated to a version of Safari that supports TLS 1.1. The best option for continued browser security on these operating systems is to obtain the last compatible release of Firefox or Chrome.

OS X versions 10.4 and 10.5 are not supported by any major TLS 1.1 capable browser.

Who do I contact if I am having problems with the MyKelseyOnline website?

Please call the MyKelseyOnline Help Line at 713-442-6565. This service is available Sunday-Saturday, 7 a.m. - 9 p.m.​​

Can I download the MyKelseyOnline app?​

MyKelseyOnline is powered by Epic. Once you download the free MyKelsey app, you will be able to schedule appointments from your phone.

Search for MyKelsey in the apps store on your mobile phone. The, you’ll be promoted to search for your medical provider. Scroll down to Kelsey-Seybold Clinic and MyKelseyOnline. When you click on the MyKelsey icon, you’ll automatically go to the MyKelseyOnline log-in page. Your user ID and password will be the same.

How do I sign up for MyKelseyOnline?
Go to MyKelseyOnline.com and select “Sign up here for MyKelseyOnline” to obtain your access code.
  1. In the first step, you will provide certain personal information, including your Social Security Number.
  2. The next step requires you to answer four security questions to confirm your identity.
  3. Having successfully completed those steps, you will receive your access code. To activate your account, you will be required to enter your access code, the last four digits of your Social Security Number, your date of birth and a zip code.
  4. Finally, you will create a unique user ID and password that you will use to login to your MyKelseyOnline account.
For your convenience, Kelsey-Seybold now offers In-Room sign up for MyKelseyOnline. At your next doctor's appointment, check with any member of our clinical staff to inquire about signing up for a MyKelseyOnline account.
Is there a fee associated with using MyKelseyOnline?
MyKelseyOnline is a free service offered to our patients.
What is MyKelseyOnline?
Who can sign up?

Any Kelsey-Seybold patient who has been seen by a Kelsey-Seybold physician can sign up for a free MyKelseyOnline account. Proxy (authorization for one person to act on behalf of another) accounts are also available for the parents or guardians of children and other adults.​

Questions about Access Codes and User IDs 

I forgot my MyKelseyOnline ID.  How do I get a new one?
I forgot my password.  How do I get a new one?
Is my access code my user ID?

No, your access code is not your MyKelseyOnline ID or password. You will use this code only once to log into MyKelseyOnline for the first time. (The code will expire after you have used it or after 30 days). When you log into MyKelseyOnline the first time, you will then be asked to create your own unique MyKelseyOnline ID and password.

My access code does not work what should I do?

For your security, your access code expires after 30 days and is no longer valid after the first time you use it. You may also call the MyKelseyOnline Help Line at 713-442-6565. This service is available Sunday-Saturday, 7 a.m. - 9 p.m.​​​

Where can I update my personal information (i.e., home address, e-mail or change my password)?

Log into www.MyKelseyOnline.com and access the dropdown menu under the More tab. Click on the appropriate links under Personal Information.

​​Questions about MyKelseyOnline for My Family

Can a non-Kelsey patient serve as a proxy?

No, only Kelsey-Seybold patients can serve as a proxy.

Can I ask questions regarding a family member from my MyKelseyOnline account?

No, MyKelseyOnline offers direct access to your personal health record and physicians. Communicating about another individual's information would be placed in your health record. This information would not appear in the correct health record and could potentially jeopardize medical care.

Can I view a family member's health record in MyKelseyOnline?

Yes you can. This is done through a proxy (authorization for one person to act on behalf of another) access. A proxy (parent/guardian or family member) can log into their personal MyKelseyOnline account and then connect to information regarding their family member. Make sure that you have been linked to your child's account or you have requested proxy access to an adult account.

Can my spouse and I share one MyKelseyOnline account?

No, due to the sensitive nature of medical information, each adult must establish their own MyKelseyOnline account and then grant their spouse access to their personal account.

​Log in to your MyKelseyOnline account, go to My Family Records, select the Grant Adult Proxy Access link, and complete the required steps.

May I view a family member's (my child, spouse, parent) medical information in MyKelseyOnline?

Adult Kelsey-Seybold patients can manage medical information for family members of all ages. MyKelseyOnline is a convenient way to manage appointment scheduling, communicate securely with your health care provider, review immunization records, receive certain test results and much more. Children from ages 12-17, have some restriction on their account with a higher level of privacy that is respected by their health care provider. Therefore, a proxy (authorization for one person to act on behalf of another) for this age group will not be able to view appointment information, such as future and past appointment history. When the child turns 18, the proxy account is expired. Should you wish to use this feature, please call the MyKelseyOnline Help Line at 713-442-6565. This service is available Sunday-Saturday, 7 a.m. - 9 p.m.

​​​Questions about Security and Privacy​

How secure is MyKelseyOnline?​

All communications between you and your Kelsey-Seybold Clinic health care provider using MyKelseyOnline are carried over a secure, encrypted connection. Encryption means the information is encoded in such a way that no one can read it during transmission. This secure connection utilizes industry standard Secure Sockets Layer (SSL) 4096-bit encryption. Your health records are stored behind a firewall to prohibit unauthorized access. In addition, MyKelseyOnline access requires a unique ID and password that you create yourself.

I was logged out of MyKelseyOnline, what happened?

We aim to protect your privacy and security of your information. While logged into MyKelseyOnline, if your keyboard remains idle for 20 minutes or more, you will be automatically logged out of MyKelseyOnline. We recommend that you log out of your MyKelseyOnline session if you need to leave your computer for even a short period of time.

What is your Privacy Policy?

MyKelseyOnline is owned and operated by Kelsey-Seybold Clinic and is fully compliant with federal and state laws pertaining to your privacy. Your name and e-mail address will be kept private and confidential and will never be sold or released by MyKelseyOnline.

​​Questions about Signing Up for MyKelseyOnline

Can you provide me with an access code and I will create a password?

No, our system is automated to protect your privacy. To enroll in MyKelseyOnline, you need to go to www.MyKelseyOnline.com and complete the online enrollment process. This will confirm your identity as well as, your status as a Kelsey-Seybold patient. You will then be given an access code that will enable you to activate your account and establish your unique user ID and password. The access code will expire after you use it or after 30 days.

Another option is to create an account in the exam room at your next doctor's visit. You will receive an access code that will enable you to activate your account and establish your unique user ID and password. The access code will expire after 30 days.

I do not want to enter my SSN or other personal information online. Can I fill out a form or give you the information over the phone?

You can only enroll online using the secure, encrypted connection process. When you enter your SSN and other personal information, it is encrypted, which means that no one can read it during transmission. Another option is to create an account in the exam room. The system will generate the access code automatically. This will enable you to activate your account and establish a unique user ID and password in the exam room.

What if the information I provide doesn't match the information in MyKelseyOnline?(phone numbers, Social Security Number, etc.)

For assistance signing up for MyKelseyOnline, or for help with setting up or using your account, please call the MyKelseyOnline Help Line at 713-442-6565. This service is available Sunday-Saturday, 7 a.m. - 9 p.m.​​

What questions are required to be answered during the enrollment process? Where do those questions come from?

As part of the rigorous identity verification process used for MyKelseyOnline, patients are required to answer four security questions during enrollment. Questions are provided by a secure 3rd-party service by the name of RSA (rsa.com), which has direct access to various public information sources (i.e. appraisal districts, bureaus of vital statistics, county records, etc.). The content of these questions is publicly available and can be retrieved legally by any individual who requests it. Much of it can be accessed directly from specific organizations' websites. The subject matter of the questions presented typically regards property ownership and familial relationships. These are "top of mind" questions, meaning that a person whose identity is being validated will be able to correctly answer them from his/her own memory. An "impostor" would not have necessary information readily available to submit accurate responses. Further, the questions are timed which precludes that "impostor" from researching the answers as well. The presentation of questions and your responses to them are all secured with 4096-bit encryption to ensure that no one can access them during transmission.

Who can I contact for help if I'm having trouble signing up or accidentally entered my information incorrectly?

For assistance signing up for MyKelseyOnline, or for help with setting up or using your account, please call the MyKelseyOnline Help Line at 713-442-6565. This service is available Sunday-Saturday, 7 a.m. - 9 p.m.​​​

Why am I required to provide my Social Security Number and other personal information to sign up for MyKelseyOnline?

At Kelsey-Seybold Clinic, maintaining the privacy of a patient's personal health information is a top priority. Accordingly, we utilize a stringent identity verification process before allowing access to any patient's record. By requiring multiple pieces of personal information (including SSN), we can confirm with greater accuracy that the enrollee is, in fact, the patient he/she claims to be.

We will only allow access to a MyKelseyOnline patient record if we have verified that the enrollee's identity matches that patient. Further, please know that all information you provide is secured with 4096-bit encryption technology as it transmits from your computer to our MyKelseyOnline server.

Questions about Using MyKelseyOnline

How do I cancel an appointment?

Please be courteous to our staff and to other patients. If you need to cancel or reschedule an appointment, please try to do so as far in advance as possible.

  1. You can cancel most types of appointments in MyKelseyOnline. Go to the appointments tab and click the “Cancel Appts” option in the drop down menu.
  2. On the Cancel Appointments page, select the appointment you need to cancel. If the appointment cannot be cancelled in MyKelseyOnline, you will receive a message to call the Contact Center at 713-442-0000 for assistance.
  3. Once you have selected the appointment, click the “Continue” button at the bottom of the page.
  4. On the next page, enter the reason you are cancelling the appointment and any comment needed. Click the Confirm Cancellation button at the bottom of the page to cancel the appointment.
How soon can I expect a response to an "Ask Your Doctor" message?

Your doctor's office will make every effort to respond to your messages within 24 hours, excluding weekends and holidays. If you need to speak with your doctor's office sooner, please call the office directly. Urgent matters should not be dealt with via MyKelseyOnline.

What type of appointments can I schedule online?

Once you establish a MyKelseyOnline account, you can directly schedule an office visit or preventive exam with a Kelsey-Seybold doctor in Family Medicine, Internal Medicine or Pediatrics.

You can also request an appointment with an expanding list of specialists. These include:

  • Allergy
  • Dermatology
  • Endocrinology
  • Gynecology
  • Neurology
  • Rheumatology

You can also directly schedule an appointment for the following services:

  • ​Laboratory tests
  • Nutritional (Dietitian) Services
  • Diabetes Education
  • Flu Vaccine (Seasonal)

Who do I contact if I have a question regarding the use of MyKelseyOnline?

For more information about MyKelseyOnline or for help with setting up or using your account, please call the MyKelseyOnline Help Line at 713-442-6565. This service is available Sunday-Saturday, 7 a.m. - 9 p.m.

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​​​​​MyKelseyOnline

Use your secure patient portal to book appointments online.
What is MyKelseyOnline?​


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