TRICARE Online

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General

What is MHS GENESIS?

MHS GENESIS (MHSG) is the new electronic health record for the Military Health System (MHS) and provides enhanced, secure technology to manage your health information. MHSG integrates inpatient and outpatient solutions that will connect medical and dental information across the continuum of care, from point of injury to the military treatment facility.
MHSG Patient Portal (MHSG PP) replaces the TOL Patient Portal (TOL PP) for booking appointments and refilling prescriptions. When fully deployed, MHSG PP will also provide a single health record for service members, veterans, and their families. Access the MHSG PP for information on services available at your local facility.

Learn more about the MHSG PP and deployment schedule by logging into TOL PP and selecting the MHS GENESIS Resources page link. For a current list of MHSG PP sites, click here .

What is the difference between TOL PP and MHS GENESIS?

The MHS GENESIS Patient Portal provides secure access to view your medical and active duty dental health records, manage appointments, and exchange messages with your healthcare team using secure messaging. The MHS GENESIS Patient Portal will replace the TOL PP as the new DoD Electronic Health Record (EHR), and is currently implemented at select facilities.

Patients can continue to use the TOL PP to request refills of prescriptions issued prior to their place of care transitioning to the MHS GENESIS as well as access their healthcare information from the previous DoD EHR (AHLTA).

What is the difference between TRICARE and TRICARE Online Patient Portal (TOL PP) websites?

TRICARE and TRICARE Online Patient Portal (TOL PP) are two different websites. TRICARE (www.tricare.mil) is a public website that provides information about TRICARE's health care program serving Uniformed Service members, retirees, and their families worldwide. TOL PP (www.tricareonline.com) is a secure web portal offering online military hospital or clinic appointments, prescription requests, and personal health data for eligible beneficiaries. For additional information about TOL PP, click here.

What is the difference between TRICARE Online Patient Portal (TOL PP) and TRICARE Online Patient Portal Secure Messaging?

TOL PP (www.tricareonline.com) is a secure web portal offering online military hospital or clinic appointments, prescription refills and new fills, and personal health data for eligible beneficiaries. TOL PP provides access to a Secure Messaging service that allows you to securely communicate non-urgent, non-emergency health care issues and concerns with your provider team. For more information on Secure Messaging, please see the Secure Messaging section below.

Is TOL PP the same system used at my military hospital or clinic?

TOL PP works with systems at your military hospital or clinic to support capabilities such as online appointments and prescription requests. TOL PP provides 24/7 access to health care services and information specific to DoD Beneficiaries who are eligible for care and treatment at a military hospital or clinic.

Who is eligible for a TOL PP account?

Any DoD Beneficiary eligible for care and treatment at a military hospital or clinic, including active duty and retired service personnel and their eligible family members over the age of 18 years old.

Children under the age of 18 are not eligible for a TOL PP account. Parents of minor children eligible for care, but not able to establish a TOL PP account can create a TOL Secure Messaging account to assist in managing the healthcare needs of their minor child.

Log in using your DS Logon Premium (Level 2) or CAC to access TOL PP.

How do I get a DS Logon account?

Does my DS Logon password expire?

Can I include my whole family under one TOL PP account?

In order to protect the privacy of individuals, every family member over the age of 18 years old must have their own TOL PP account. Adult users can manage certain tasks for their minor children under 12 years of age. They can make and manage appointments, request prescriptions, and view Health Record data. A user can also manage appointments and request prescriptions for their spouse and other authorized family members if granted access by that individual. Health Record data may not be viewed for children over the age of 12, or adult family members.

Family member privileges are based on family relationships established in the Defense Eligibility Enrollment Reporting System (DEERS). For example, an active duty service member can grant his or her spouse privileges, which allow the spouse to book and cancel appointments for the active duty service member, and eligible family members other than minor children. Click here to view more information on Family Member Access.

Not all of my family members display in my TOL PP account. Why is that?

Family member access on TOL PP is based on family relationships established in the Defense Enrollment Eligibility Reporting System (DEERS). Your spouse and other eligible family members can grant access to you that allows you to manage appointments and prescription requests on their behalf. Likewise, you can grant the same permissions to your family members. The steps below outline how to manage family relationships from your DS Logon account.

From TOL PP Logon page, select the "Change My Account" button.

Log into the DS Logon My Access Center. You will see Relationships section on the Profile page.

Select the "Change Relationships" button to access the Manage Relationships page with the following options:

- People I Can Act On [Name, Relationship, Permission, Begin Date, End Date] (Only applicable if you have family members/dependents in DEERS.) This list reflects adult family members who have granted you with permission to act on their behalf.

- People Who Can Act on My Behalf [Name, Relationship, Permission, Begin Date, End Date] (Only applicable if you have a family association in DEERS.) Names listed reflect adult family members for whom you have granted permission to act on your behalf.

If applicable, you will see an "Add Permission" link. If selected, the question "Whom would you like to grant access within the family?" displays, and you are able to choose from a list of authorized adult family members, to designate them as able to manage appointments and prescription requests for you.

After selecting from the list, Select "Next". On the Create Permission screen, complete the Permission type (Clinical), Begin Date, and End Date fields. Select the "Save" button to complete the permission.

Select the Finish button to exit the Manage Relationships page.

For families with dual Service Member households, one Service Member will need to be designated as the Sponsor, and the other as Spouse.

If you need additional help, please contact the Defense Manpower Data Center (DMDC) Support Office at (800) 368-3665 or (866) 363-2883 for the hearing impaired.

How do I grant my family member(s) access to act on my behalf on TOL PP?

You can give eligible family members permission to act on your behalf using their TOL PP account by selecting "Log In" and then clicking "Change Relationships" on the DMDC My Access Center web page. By granting family members access to your account, you are allowing them to manage appointments and prescription requests on your behalf. For example, you can grant privileges to your spouse and other authorized family members to manage appointments and prescription requests for you from their TOL PP account. For additional information on TOL PP Family Member Access, click here.

Which log in method should I use to access TOL PP?

TOL PP utilizes the Defense Manpower Data Center (DMDC) authentication process to provide login services. You can log into TOL PP using your Department of Defense (DoD) Self-Service (DS) Logon Premium (Level 2) account or your DoD-issued CAC. If you are having difficulties logging in, please contact the Defense Health Agency Global Service Center (DHAGSC) by selecting "Contact Us". For additional information on logging into TOL PP, click here.

How do I log in using my CAC?

Select the "CAC" log in option on the Defense Manpower Data Center (DMDC) My Access Center page and follow the directions. Be sure that the card is correctly inserted in the card reader. If you encounter problems, select the "Frequently Asked Questions" button from the DMDC My Access Center page for answers to common questions.

Note that civilian contractor CACs may have DoD certificates that are not compatible with TRICARE Online (TOL). Your original log in method or beneficiary DS Logon account should provide access to your TOL account.

For additional information on logging in with your CAC, click here.

Why does my TOL PP session time out?

What is remote proofing?

Remote proofing is the process of validating sufficient information about you to uniquely identify you. If you do not have a CAC , use the online Remote Proofing option offered on DMDC My Access Center to complete the registration or upgrade processes for DS Logon Premium (Level 2) account.

You can also use remote proofing to regain access to a DS Logon account in the case of a forgotten password when answers to the Challenge Questions have been forgotten.

What if I fail remote proofing while creating an account?

I bookmarked the DMDC My Access Center page for faster access to TOL PP, so why doesn’t it log me in when I use my bookmark?

How can I find out more information about my TRICARE benefits?

How do I check claims information?

How can I make TRICARE payments online?

Which internet browsers enhance the display?

Best efforts are made to ensure that TOL PP supports older versions of browsers wherever possible. The TOL PP website may function if you use other browsers; however, the features may not display or work properly. For your security, it is highly recommended that you set your browser to update to the latest version automatically. Using older software, including older browsers, can be a security risk for your computer.

TOL PP supports the latest versions of the following browsers:

Google Chrome
Microsoft Edge
Mozilla Firefox
Apple Safari

How is system news, such as projected service disruptions and the addition of new features to the website, communicated?

How do I provide feedback?

You may submit feedback regarding your use of the system via the Interactive Customer Evaluation (ICE) surveys. To best serve users, you are strongly encouraged to provide contact information including your name, email address, and/or phone number. This will allow TOL PP technical experts to troubleshoot your issue. If contact information is not provided, TOL PP technical experts will not be able to address your specific issue, contact you to gather more information, or inform you when the issue has been resolved.

The TOL PP Team greatly appreciates your feedback and is committed to continuous system improvement. To submit feedback regarding your use of the system, click here or access the "Feedback" link located at the top of the page.

If you are sent a Joint Outpatient Experience Survey (JOES) following a clinic visit, you are encouraged to complete and submit the survey as another means of providing feedback. Your input is important.

Profile

What account information can I manage from the TOL PP Profile page?

Selecting Profile from the "Welcome" page navigates to the My Profile page where you can view account values passed from DEERS at account setup for the following fields:

Editable fields include:

Service Affiliation (required)
Primary Email (required)
Primary Mobile
Mobile Carrier
Notification Settings (Opt in to receive notifications for Appointments, Prescriptions and Test Results for Coronavirus, COVID-19 and Influenza tests)
Additional Email Recipients for Appointments (up to three)
Additional Mobile Recipients and carriers for Appointments (up to three)
Default Pharmacy Pickup Location for Prescriptions

Notifications help keep you informed of important events related to your health care. Patients who sign up for notifications will receive alerts to their Primary Email and/or Primary Mobile contacts saved in My Profile.

The Profile menu also includes access to Update MTF for you and your family members, and Help for entering International Mobile numbers, and updating MTF settings.

Be aware that many MTFs have migrated to the MHS GENESIS Patient Portal (MHSG PP). If your MTF has made this transition, not all TOL PP applications are available for your use. For more information, Log In to TOL and select the MHS GENESIS Resources page link. For a current list of MHSG PP sites, click here.

How do I update my Sponsor's information?

Why are my family members not displaying on TOL PP?

Eligible family members are maintained in the Defense Eligibility Enrollment Reporting System (DEERS). You may not see family members over the age of 18 years old display on TOL PP if that family member has not granted you permission in DEERS. To review your family member access in DEERS, select "Log In" from TOL PP and then click "Manage My DS Logon" on the DMDC My Access Center web page. For additional information on TOL PP Family Member Access, click here.

What is a Primary Care Manager (PCM) and why do I need one?

All Prime enrollees select or are assigned a PCM. The PCM is responsible for providing you all routine, non-emergency, and urgent health care.

If you don't get a referral from your PCM, your care will be under the point-of-service (POS) option. By using the POS option, you will pay higher out-of-pocket-costs. The POS option has its own deductible, which doesn't count towards your annual catastrophic cap. You may request to change your PCM at any time.

For more information, click here.

How do I change my Primary Care Manager (PCM)?

You can request to change your PCM assignment by accessing the Beneficiary Web Enrollment (BWE) website, calling the regional contractor, or mailing the appropriate form to the regional contractor. Active Duty personnel are advised to contact their regional contractor for PCM change requests.

PCM Change information is available on the TRICARE.mil website. Access to "Primary Care Manager" and other TRICARE links is available under the TRICARE Plan Information title of the TOL PP Resources page. You will be redirected to the TRICARE.mil website.

A direct link to the "Changing Your PCM" web page is also available in the "I Want To..." section of the TRICARE.mil home page for customer convenience.

Please note: TOL PP does not directly manage your PCM change request. The military hospitals and clinics set the rules for their individual areas and, as such, PCM changes are subject to the local guidelines. If you have questions, please call your military hospital or clinic directly.

For more information, click here.

Where can I find a professional bio listing of available Primary Care Managers (PCMs) so that I may choose the best PCM for my family?

When I access TOL PP Appointments, it tells me that the information for my Primary Care Manager (PCM) is not available. What does this mean?

Why is my clinic or Primary Care Manager (PCM) name showing as "Unknown"?

How can I change my military hospital or clinic (MTF) settings for myself and my family members?

Go to the "My Profile" page to update your military hospital or clinic by selecting "Profile" from the top menu bar and then select "Update MTF". Once you've arrived on the "Update MTF" page, refer to the instructions on updating your military hospital or clinic for you and your listed family members.

Be sure you are enrolled with a Primary Care Manager (PCM) at the new military hospital or clinic.

For detailed instructions, click here.

Can I change my military hospital or clinic (MTF) and other profile settings using my mobile device?

Yes, you can change your MTF and profile settings on your mobile device. Once logged into TOL PP Mobile, select "My Profile" to view or change the following:

Service Affiliation (required)
Primary Email (required)
Primary Mobile
Mobile Carrier
Notification Settings (Opt in to receive notifications for Appointments, Prescriptions and Test Results for Coronavirus, COVID-19 and Influenza tests)
Additional Email Recipients for Appointments (up to three)
Additional Mobile Recipients and carriers for Appointments (up to three)
Default Pharmacy Pickup Location for Prescriptions

From the "Update MTF" tab, you can change the MTF selection for yourself or listed family members.

How do I know which military hospital or clinic (MTF) to select?

Mobile

Can I access TOL PP using my mobile device?

Yes, you can access TOL PP with any mobile device including your smart phone. When you access TOL PP from your mobile device, you will automatically be redirected to the TOL PP Mobile website. You can log in using either your Department of Defense (DoD) Self-Service (DS) Logon Premium (Level 2) account or your DoD issued CAC (requires a card reader attached to your device).

How do I get the TOL PP Mobile icon on my mobile device's home screen?

TOL PP Mobile does not require you to download an app.

You can access information on how to add the TOL PP Mobile on your home screen through the following steps.

Open your mobile device web browser.
Go to www.tricareonline.com.
Log in using DS Logon Premium.
Tap the menu bar, then tap "Add to Home Screen" for instructions on adding the TOL PP Mobile shortcut.

What features can I access through TOL PP Mobile?

From TOL PP Mobile, you can access the following features:

All features are still available to you from your desktop computer.

Be aware that many MTFs have migrated to the MHS GENESIS Patient Portal (MHSG PP). If your MTF has made this transition, not all TOL PP applications are available for your use. For more information, Log In to TOL and select the MHS GENESIS Resources page link. For a current list of MHSG PP sites, click here.

Why does the TOL PP site look different when I access it from my mobile device?

Can I manage my appointments using my mobile device?

Can I request to fill a prescription using my mobile device?

Can I access my Health Record data using my mobile device?

Can I view my child(ren)'s Health Record data from my mobile device?

Yes, you may view the following types of health data for your child(ren) based on their age:

Laboratory Results:

Chemistry - under the age of 15 years old
Microbiology - under the age of 15 years old
Anatomic Pathology - under the age of 15 years old

Medications - under the age of 16 years old

Radiology Results - under the age of 15 years old

Immunizations - under the age of 15 years old

Problem List - under the age of 16 years old

Encounters - under the age of 15 years old

Documents - under the age of 15 years old

Vitals - under the age of 15 years old

Allergies - under the age of 15 years old

State and federal laws protect the privacy of individuals. You cannot view health data for your spouse or for your family members that exceed the maximum age limit.

Can I view my spouse's Health Record data from my mobile device?

Can I download Health Record data to my mobile device?

Yes, you can download Health Record data to PDF or CCD (XML) format on your mobile device. The following instructions outline the steps to save your Health Record data to a downloaded file.

Step 1: Log in to the TOL PP Mobile
Step 2: Tap "Health Record"
Step 3: Tap "Download My Data" tab
Step 4: Tap "Continue" after reviewing the Health Record disclaimer information (This step is only necessary for the first download attempt)
Step 5: Select one or more data types
Step 6: Select the date range
Step 7: Tap the "Download PDF" or "Download CCD (XML)" buttons to save the file to your device.

For instructions on viewing Health Record data from your desktop computer, click here.

Can I access Secure Messaging from my mobile device?

Appointments

What eligibility requirements must be met in order to make appointments online?

TOL PP provides a secure method for you to manage online appointments for yourself and your eligible family members. In order for you to manage appointments, you and your family members must be enrolled at the military hospital or clinic where you are seeking the appointment and have a Primary Care Manager (PCM) assigned. Self-referral appointments and classes do not require a PCM assignment.

If your MTF has transitioned to the MHS GENESIS Patient Portal (MHSG PP), you will need to access that site for information on making online appointments. For a current list of MHSG PP sites, click here.

How do I know if I am enrolled at my local military hospital or clinic (MTF)?

How do I make an appointment on TOL PP?

To make a new appointment online, select the "Appointments" option either from the "Welcome" page, or from the top menu bar. Navigate to the "Make Appointment" page and follow the steps to make an appointment.

TOL appointments should not be used for emergent medical needs such as chest pain, difficulty breathing, or other new or worsening conditions where an immediate physical examination is warranted. Your local clinic may be able to provide guidance. If unsure, seek emergency care.

For detailed instructions, click here.

How do I cancel an appointment on TOL PP?

Why isn't the option to cancel an appointment available when I try to select it?

How do I make or cancel a Specialty appointment?

How do I reschedule an appointment on TOL PP?

What happens if I select the option to be notified when an earlier appointment time becomes available?

You will only be able to select this option if the appointment that you make is more than 24 hours in the future. For example, if the provider you have an appointment already scheduled with has a cancellation, and you have selected the option to be notified when an earlier appointment time becomes available, then you will receive an email and/or text message based on the contact information you provided. If the appointment is less than 24 hours in the future, the option to be notified of an earlier appointment will not be available.

How will I know if an earlier appointment becomes available?

I received an earlier appointment notification but when I logged into TOL PP there was no appointment available. Why?

How do I set up appointment reminders on TOL PP?

You may define your preferred email addresses and mobile phone numbers using the "My Profile" page on TOL PP. The information saved in your profile serves as the default for generating reminder messages for your appointments.

Appointment notifications will indicate if your appointment is Virtual (conducted by phone) or Video (conducted by computer) appointments in the header of the notification, as a reminder that the appointment will not be conducted in the clinic.

You can add up to three additional email addresses and mobile numbers for use with appointment notifications.

Will I receive appointment reminders for appointments made over the phone or in person?

If you make an appointment over the phone or in person, you will receive appointment reminders if you have appointment notifications enabled on TOL PP and have logged in to your account in the past year.

Appointment reminders for eligible children under the age of 18 years old will be sent to their Sponsor, unless appointment reminders have been disabled for the clinic in TOL PP.

My mobile carrier isn't listed on the Profile page. Will I be able to set up text reminders?

Yes, you can set up text message reminders if you have another mobile phone carrier. You will need to provide the domain name of your cell phone carrier. On the "My Profile" page, select "Other" from the mobile carrier list and enter the mobile number in email format. For example, if you have Ting as your mobile provider, the email is addressed as the 10-digit telephone number, followed by "@" and the domain name (such as 1234567890@message.ting.com). Check your wireless carrier website for specific email message format. Your wireless carrier may charge extra fees for text messaging.

Will I be able to set up text message reminders if I have an international mobile number?

Yes, you can set up text message reminders if you have an international mobile phone number. You will need to provide the domain name of your international cell phone carrier. On the "My Profile" page, select "Other" from the mobile carrier list and enter the mobile number in email format. For example, if you have a German mobile phone number, the email is addressed as the designated country code for Germany (49), followed by the 10-digit German telephone number, followed by "@" and the domain name (such as 490123456789@ge.de). Check your wireless carrier website for specific email message format. Your wireless carrier may charge extra fees for international text messaging.

For detailed instructions, click here.

Why am I receiving appointment reminders by telephone in addition to my text and/or email reminders?

TOL PP supports email and text message reminders for appointments. Telephonic appointment reminders are supported by some military hospitals or clinics and are automatically sent to all scheduled beneficiaries from the military hospital or clinic's telephone system. To manage telephone reminders, you must contact your military hospital or clinic directly.

You can manage your own email and text message appointment reminders for both TOL PP and military hospital or clinic-booked appointments. Go to "My Profile" to set up email and text message appointment reminders.

I cancelled my appointment but I am still receiving an appointment reminder. Why?

Does TOL provide information on referrals ordered from my MTF?

I have moved since creating my account and I would like to make appointments with my new military hospital or clinic (MTF). How can I change my settings?

I am unable to find any available appointments at my military hospital or clinic (MTF). What should I do?

Why do I see a message on the Appointments page that states I am not found in CHCS?

Prescriptions

How do I fill prescriptions for myself or my family members using TOL PP?

You can manage many prescription needs by navigating to "Prescriptions" from the "Welcome" page or by selecting "Prescriptions" from the top menu bar. You have the option to fill new prescriptions and refill active prescriptions listed on the page for yourself, or for an authorized family member. You can also manually enter one or more prescription numbers to request a refill for yourself or a family member.

Please note that electronic prescriptions sent from an outside care facility will not display on TOL PP until the MTF Pharmacy has validated the prescription in the local CHCS system.

Once an MTF has transitioned to the MHS GENESIS (MHSG), you will be able to submit refill requests for active prescriptions for up to one year following the transition. Use MHSG Patient Portal (MHSG PP) to request new or refill prescriptions filled after the date of transition. For a current list of MHSG PP sites, click here.

For detailed instructions, click here.

How can I check if a prescription for me or one of my family members is active and available to be filled?

You can check the status of an active prescription by navigating to "Prescriptions" on the top menu bar. The view will default to your list of prescriptions. You can select an authorized family member from the "Request Prescriptions For:" list to see their list of prescriptions. If available, your new and refillable prescriptions will be selectable. If the prescription was issued at an MTF other than your currently assigned location, select the alternate MTF and the list will refresh to display active prescriptions at that MTF. You can click the expand icon to the left of a prescription to see an expanded display of prescription details. You can also check the status of a specific prescription by navigating to "Check Status" and then entering the prescription number(s) in the boxes provided.

What does the "MTF" field allow me to do?

The "MTF" field defaults to the primary military hospital or clinic (MTF) selected in your TOL PP Profile. If the prescription you need to fill was originally from a military hospital or clinic different from your primary TOL PP MTF, the prescription can only be filled at the MTF that originated the prescription. Use the MTF field to change the default location to the originating MTF. You may then request to have a prescription filled from that MTF. The original fill location is printed on your prescription label.

Can I request prescriptions from my Primary military hospital or clinic (MTF) and an alternate MTF at the same time on the same page?

After I submit a manual refill request, a message indicates my prescription is not on file, but I know that it is. What should I do?

If I decide that I want to pick up my prescriptions at a different Pharmacy Pick-up Location, can I change it?

In the process of submitting a prescription request, you must select a pharmacy Pick-up Location from the list provided, if you have not chosen a default pick-up location. Once the request has been submitted and accepted by the pharmacy system, the pharmacy location cannot be changed via TOL PP. Please contact your military hospital or clinic pharmacy, using the contact information on the prescription label, for assistance.

Can I cancel a prescription request?

TOL PP tells me that my prescription cannot be refilled but I know there are refills left. How can I fix that?

The prescription may not be refillable for various administrative reasons. If it is too early to request the next refill, the comment will tell you the date you can request the next refill. If there are no refills remaining on the prescription, you may use Secure Messaging to contact your Provider for a renewal. Otherwise, please contact your military hospital or clinic pharmacy, using the contact information on the prescription label, for additional information.

How does the system determine when a prescription is eligible to be refilled?

For all prescriptions, the system checks to see if 75% of the Days' Supply has passed. This is calculated based upon the date that the prescription was last filled. For example, if the Days' Supply is 60, and the prescription was last filled on May 1, it will be eligible for refill on June 15, or 45 days after the prescription was filled. Please note - the refill eligibility calculation starts from the fill date on the CHCS system (the date the Rx label is printed), not the Dispensed date (the date the beneficiary picked up the Rx).

How do I correct missing refills that are not displaying as active on my refill page?

Can I request refills of TRICARE Mail Order Pharmacy prescriptions via TOL PP?

Why am I not able to get my controlled medications refilled on the date that I'm told it can be filled?

Why don't I see my E-prescriptions in TOL right away?

Health Record

What is the Health Record and why will it help me?

The "Health Record" provides you secure and easy access to your health information. On TOL PP, you can click on the Health Record logo to view, print, save, and/or download your personal health data. This may be helpful to you for your own personal record-keeping, for partnering with your provider(s) in the care of you and your family, and because some downloadable formats of your data may be easily and securely sent to additional care providers as needed, with your consent.

Once your MTF has transitioned to MHS GENESIS (MHSG), view your Health Record data using the MHSG Patient Portal (MHSG PP). You can always view historical Health Record data using TOL PP. For a current list of MHSG PP sites, click here.

How do I access my Health Record to view my personal health data on TOL PP?

What does the "CUI" marking mean when I download my Health Record data?

Controlled Unclassified Information (CUI) markings refer to UNCLASSIFIED information that must be safeguarded from unauthorized disclosure. CUI is an overarching term representing many different categories, each authorized by one or more laws, regulations, or Government-wide policies applied to Information requiring specific security measures indexed under one system across the Federal Government. Established by Executive Order 13556, the DoD CUI Program standardizes the way the Executive branch handles unclassified information.

Click here for more information.

Can I view my child(ren)'s Health Record data?

State and federal laws protect the privacy of individuals, and limit what health data will display for your child(ren) age 12 years or older. Details on health record data restrictions are provided in the list below:

Laboratory Results - under the age of 15 for Chemistry, 15 for Microbiology, and 15 for Anatomic Pathology. Results for Coronavirus and Influenza lab tests are an exception to this policy and will display for your child(ren) 12-17.

Medications - under the age of 16

Radiology Results - under the age of 15

Immunizations - under the age of 15

Problem List - under the age of 15

Encounters - under the age of 15

Documents - under the age of 15

Vitals - under the age of 15

Allergies - under the age of 15

Parents can request a hard-copy of personal health data for children age 12-17 by visiting their clinic.

Can I view my spouse's Health Record data?

How do beneficiaries who have minors get their personal health data?

Personal health data for patients that exceed the maximum age cannot be viewed online. Patients under 17 years of age are not eligible to create their own TOL PP account. If a patient falls into these categories and has a recent test result, clinic staff will generally contact the patient or guardian within 10 business days. These patients or their parents also may get hard-copies of personal health data directly by visiting the clinic in person.

How are parent-minor domestic violence, abuse, neglect or custody cases handled?

The TOL PP will establish a parent-minor child relationship during the authentication process using the Defense Manpower Data Center (DMDC) Defense Eligibility Enrollment Reporting System.

In cases of domestic violence, abuse, neglect or custody cases where one or both parents should not have access to their child's personal health data, the DMDC has established controls to separate the sponsor/spouse from the family when it is necessary to block the parent(s) from the child's information.

Are there limits on the personal health data results that can be retrieved using the Health Record?

The availability of your health record data differs depending upon the type of data requested and whether or not your MTF has transitioned to MHS GENESIS (MHSG). After the date your MTF migrates to MHSG, you will only see your historical data in TOL PP Health Record. Go to the MHSG Patient Portal (MHSG PP) to view recent Health Record information.

The Health Record default settings and data range parameters are outlined below:
Note: Select sensitive results such as HIV are not available to view online.

Laboratory Results: default is 15 months; change the date range to retrieve up to 30 years of data.

Medications: default is 15 months; change the date range to retrieve up to 30 years of data.

Radiology Results: default is 15 months; change the date range to retrieve up to 30 years of data.

Immunizations: no limit on the date range; data results for immunizations can be retrieved as far as the source system (AHLTA CDR) has information.

Problem List: default is 30 years.

Encounters: default is 15 months; change the date range to retrieve up to 30 years of data with a maximum of 100 encounters available for display.

Documents: default is 15 months; change the date range to retrieve up to 30 years of data.

Vitals: default is 15 months; change the date range to retrieve up to 30 years of data.

Allergies: no limit on the date range; data results can be retrieved as far as the source systems (VA and AHLTA CDR) have information.

Click here to view details on age restrictions for viewing your child(ren)'s health record data.

When can I expect my Laboratory Results to be available on TOL PP?

Your certified lab results will be displayed to you within a specified number of days after it has been collected and received in the laboratory. The following are some general guidelines for when you can expect to see the results displayed.
Note: Select sensitive results such as HIV are not available to view online. Laboratory result data for VA is not currently available.

Chemistry/Hematology results display within 4 days from the certified date. Examples of Chemistry/Hematology lab tests include lipid panel, chemistry panel and complete blood count (CBC).

NOTE: COVID-19, CORONA, and Influenza Lab test results are available upon lab certification.
Microbiology results display within 4 days from the certified date. These results may display as soon as 4 days from the collection date. Examples of Microbiology lab tests include throat culture, urine culture, and wound culture.
Anatomic Pathology results will display within 4 days from the certified date. Examples of Anatomic Pathology lab tests include pap smear, tissue examination, and bone marrow.

A notification when COVID-19, Influenza or Corona Virus results are available to view will be sent if you have elected to receive Appointment email and or text messages in your profile settings.

When can I expect my Radiology Results to be available on TOL PP?

How do I correct an error or request an update to my personal health data displayed on my Health Record?

If you believe that corrections need to be made to your personal health data, please contact your Provider team directly. The information in your electronic health record (EHR) comes from the AHLTA Clinical Data Repository (CDR). In addition to data that has been entered by health care Providers, the CDR receives much of its data from various other MHS systems including CHCS, VA, and Network Pharmacies. If you know you have had an encounter with someone on your Provider team, then it's possible it has not yet been transmitted to the AHLTA CDR database.

I am seeing another person's results when viewing my Health Record data. What should I do?

I can access the Health Record links but I receive a message that says the data that identifies me in my electronic health record (EHR) does not match the data TOL PP received from the Defense Enrollment Eligibility Reporting System (DEERS). Why?

I can access the Health Record links but I receive a message that says that TOL PP is not able to retrieve all or part of my electronic health record (EHR) data for Health Record. Why?

What is the Health Record Download My Data option?

The Health Record "Download My Data" option allows you to download/save your personal health data into one of two formats:

1. Portable Document File (PDF)
The PDF files are human readable and can be viewed, printed, or stored with your personal electronic records.

2. Continuity of Care Document (CCD)
CCD files are formatted to be easily readable by a computer system, such as an external health care system's electronic records system. These files are formatted in eXtensible Markup Language (XML).

How do I download my Health Record data to a PDF or CCD (XML) file?

The following instructions outline the steps to download your Health Record data to a PDF or CCD (XML) file.

Step 1: Log in to the TOL PP
Step 2: Click "Health Record" to access your personal health data
Step 3: Click "Download My Data"
Step 4: Select one or more data types
Step 5: Select the date range for the data you want to download
Step 6: Select the "Download PDF" or "Download CCD (XML)" button

Please note that, although you can download and save a CCD (XML) file, you may not be able to read the file within your browser. As an alternative, save your personal health data to a PDF file. Both download options include the same data; the format is the only difference.

For detailed instructions, click here.

How do I manually upload my CCD (XML) file to an external health care system?

Steps to upload your Continuity of Care (CCD) document, formatted as Extensible Markup Language (XML), may vary between each electronic health record (EHR) or electronic medical record (EMR). XML is a markup language that defines a set of rules for encoding documents in a format that is both human-readable and machine-readable.

After downloading your Health Record data to a CCD (XML) file to your personal computer or mobile device, log into your external health care system to upload the CCD (XML) file into your EHR. Specific help may be available from each individual health care system on how to upload the XML file into your EHR.

For additional information or assistance with TOL PP, please contact the Defense Health Agency Global Service Center (DHAGSC), by selecting "Contact Us".

You may view health data for your child(ren) under the maximum age identified for family members.

Family members must be less than the following age by health data category:

Laboratory:

Anatomic Pathology - 15 years old
Microbiology - 15 years old
Chemistry - 15 years old

Medications - 16 years old
Radiology - 15 years old
Immunizations - 15 years old
Problem List - 15 years old
Encounters - 15 years old
Documents - 15 years old
Vitals - 15 years old
Allergies - 15 years old

Service Separation/Retirement

What assistance does TOL PP provide in preparation for my separation/retirement from active duty or the reserves?

The Service Separation page provides helpful information and guidance to Service members preparing to separate/retire from active duty or the reserves. It provides access to the Transition Assistance Program (TAP) portal and detailed steps to assist you through the process. Links to relevant resources and websites are also available from this page.

Secure Messaging

What is Secure Messaging?

TOL PP Secure Messaging (SM) service allows you to securely communicate non-urgent, non-emergency health care issues and concerns with your provider team. With a TOL PP SM account, you can initiate a consultation or request an appointment with your primary care provider team.

Click here to access information and resources about TOL PP SM.

After your MTF migrates to the MHS GENESIS Patient Portal (MHSG PP), you will have access to a separate secure messaging capability. Post migration, TOL PP SM will not be available. For a current list of MHSG PP sites, click here.

How do I get a Secure Messaging account?

You may have received an email invitation from your provider team to use this service; registration is not automatic. Select the "Secure Messaging" option from TOL Home page, or click here to register for a Secure Messaging account and obtain a username and a password. Once you have your Secure Messaging username and password, you can link your TOL account with your Secure Messaging account to enable single sign-on (SSO).

Having issues? Please contact Secure Messaging Customer Support. Secure Messaging is powered by Change Healthcare. You can contact them by visiting https://app.tolsecuremessaging.com/CustomerSupport.aspx , via phone at 866-309-4138, or via email at FederalPatientPortalSupport@changehealthcare.com.

How is Secure Messaging different from regular email?

How do I link my TOL account with my Secure Messaging account for single sign-on access?

Single sign-on (SSO) is available between TOL and Secure Messaging, allowing you to sign on to Secure Messaging without entering a separate username and password. First, you will need to link your TOL account with your Secure Messaging account. Follow instructions on the Secure Messaging site to link your accounts to connect via SSO. Click here for further guidance on enabling/disabling SSO and to view frequently asked questions.

How do I communicate using Secure Messaging on behalf of my family member(s)?

If you have not done so already, register yourself for a Secure Messaging account. After completing your registration, you will be asked if you wish to use the Secure Messaging service on behalf of family members who are dependents under the age of 18 years old. If yes, follow the on-screen instructions provided on the website to add your family member(s) to your account.

What is the difference between TOL PP Secure Messaging and MHS GENESIS?

The MHS GENESIS Patient Portal (MHSG PP) provides secure access to view your medical and active duty dental health records, manage appointments, and exchange messages with your healthcare team. TOL PP Secure Messaging (SM) is an application within TOL PP that allows users to communicate with their health care team. The MHSG PP will replace the TOL PP SM with its own version of secure messaging.

Patients can continue to use TOL PP SM to communicate with their care teams prior to their place of care transitioning to the MHSG PP.

After your MTF transitions to MHG GENESIS, you will have access to a separate secure messaging. Post migration, TOL PP SM will not be available. For a current list of MHSG PP sites, click here.

Nurse Advice Line

What is the Nurse Advice Line (NAL)?

TOL PP provides access to the NAL, which is a resource available to all TRICARE beneficiaries in the U.S., except those enrolled in US Family Health Plan.

Call 1-800-TRICARE (1-800-874-2273) and select option 1 to talk to a registered nurse 24 hours a day, 7 days a week to get health care advice, ask questions, or find out if you should seek in-person care. If you need an appointment, the NAL will help you get access to care and will follow up later by sending a note to your Primary Care Manager to let him or her know how you are doing.

Select Overseas Regional Call Center for overseas advice information.

MHS GENESIS is now live!

MHS GENESIS Patient Portal (MHSG PP) provides patients secure access to view their medical and active duty dental health records, manage appointments, and exchange messages with their healthcare team. MHSG PP replaces the TOL Patient Portal.

Patients receiving care at one of the following military treatment facilities (MTFs) are eligible to access MHSG PP:

Air Force

- 42nd Medical Group-Maxwell
- 673rd Med Grp-Elmendorf
- 56th Med Grp-Luke
- 355th Med Grp-Davis Monthan
- 19th Medical Group-Little Rock
- 60th Med Grp-McClellan
- 60th Med Grp-Travis
- 9th Med Grp-Beale
- 30th Med Grp-Vandenberg
- 412th Med Grp-Edwards
- 10th Med Group-USAF Academy CO
- 436th Med Grp-Dover
- 96th Med Grp-Eglin
- 325th Med Grp-Tyndall
- 6th Med Grp-Macdill
- Brandon Comm Clinic-Military
- 45th Med Grp-Patrick
- 23rd Med Grp-Moody
- 366th Med Grp-Mountain Home
- 22nd Med Grp-Mcconnell
- 2nd Med Grp-Barksdale
- 779th Med Grp-Andrews
- 81st Med Grp-Keesler
- 14th Med Grp-Columbus
- 509th Med Grp-Whiteman
- 341st Med Grp-Malmstrom
- 55th Med Grp-Offutt
- ERS-AF-BELLEVUE MED CNTR-CIV
- ERS-AF-BOY TOWN NTNL RSRCH HOSP EAST-CIV
- 99th MED GRP-O'Callaghan Hosp
- CREECH AID STATION-NELLIS AFB
- 377th Med Grp-Kirtland
- 49th Med Grp-Holloman
- 27th Spec Ops Med Grp-Cannon
- 4th Med Grp-Seymour Johnson
- 319th Med Grp-Grand Forks
- 5th Med Grp-Minot
- 72nd Med Grp-Tinker
- 97th Med Grp-Altus
- 20th Med Grp-Shaw
- 28th Med Grp-Ellsworth
- 7th Med Grp-Dyess
- 82nd Med Grp-Sheppard
- 47th Med Grp-Laughlin
- 59 MDW-559 MDG-REID-JBSA-LAFB
- 59 MDW-WHASC-JBSA-Lackland
- 75th Med Grp-Hill
- 92nd Med Grp-Fairchild
- 90th Med Grp-F.E. Warren
- 354th Med Grp-Eielson
- 61st Med Group-Los Angeles
- Ft. MacArthur Clinic
- 21st Med Grp-Peterson
- Schriever Medical Clinic
- 15th Med Grp-Hickam
- 66th Med Grp-Hanscom
- 43rd Medical Squadron-Pope
- 71st Med Grp-Vance
- 628th Med Grp-Charleston
- 17th Med Grp-Goodfellow
- 359th MED GRP-Randolph
- 62nd Med Squad-McChord
- 579TH Med Group-Bolling
- 1st SPEC OPS MED GRP-Hurlburt
- 460th Med Grp-Buckley AFB

Army

- Fox AHC-Redstone Arsenal
- Lyster AHC-Ft. Rucker
- Bassett ACH-Ft. Wainwright
- Kamish Clinic-Ft. Wainwright
- R W Bliss AHC-Ft. Huachuca
- AHC-VA MG GOURLEY CLINIC-MONTEREY
- Civ Emp Hlth Clinic-Pueblo
- Evans ACH-Ft. Carson
- Mountain Post Med Home-Carson
- Premier Medical Home-Carson
- TMC 10-Ft. Carson
- TMC 9-Ft. Carson
- Walter Reed AMC-Washington DC
- Camp Shelby
- Connelly HLTH Clinic-FT.Gordon
- Eisenhower AMC-Ft. Gordon
- Southcom Clinic
- TMC-4-Ft. Gordon
- 7th Special Forces (TMC 9)
- CTMC 2-Harmony Church-Benning
- CTMC SLEDGEHAMMER-BENNING
- CTMC-Ft. Benning
- Martin ACH-Ft. Benning
- Reception Sta TMC-Ft. Benning
- Winder FPC-FT. Benning
- Lloyd C. Hawks TMC
- Richmond Hill Med Home-Stewart
- Troop Med Clinic-Ft. Stewart
- Tuttle AHC-Hunter Army Airfld
- Winn ACH-Ft. Stewart
- Schof BKS SCMH-Schofield BKS
- Schofield Barracks AHC
- Tripler AMC-Ft Shafter
- Warrior Ohana Med Home-Shafter
- AMH Farrelly AHC-Ft. Riley
- Aviation Clinic-Ft. Riley
- Custer Hill HC-Ft. Riley
- Irwin ACH-Ft. Riley
- Munson AHC-Ft. Leavenworth
- TMC #1 (USDB)-Ft Leavenworth
- TMC #2 (USDB-2)-Ft Leavenworth
- Screaming Eagle Med Home-Campb
- Ireland ACH-Ft. Knox
- BJACH TBI CLINIC
- Bayne-Jones ACH-Ft. Polk
- CBPCC 1-Ft. Polk
- Consolidated TMC-FT Polk
- Kimbrough Amb Car Cen-Ft Meade
- McNair AHC Myer-Henderson Hall
- OHC Edgewood Ars
- L. Wood ACH-Ft. Leonard Wood
- Ozark Medical Home-Leonrd Wood
- AINSWORTH AHC-FT. Hamilton
- Keller ACH-West Point
- Mills Troop Clinic-Ft. Dix
- Mologne TMC
- Picatinny Arsenal AHC
- CBPCC 3-Ft. Bragg
- Clark Clinic-Ft. Bragg
- Fayetteville Medical Home-Brag
- Hope Mills Medical Home-Bragg
- Joel Clinic-Ft. Bragg
- OCC HLTH NSG OFF-Sunny Point
- Robinson Clinic-Ft. Bragg
- Troop & Family Med CL-FT. Brag
- USAOHC Ft. Bragg
- AHC Ft. Chaffee-Ft. Chaffee
- McAlester AHC-FT. McAlester
- Reynolds ACH-Ft. Sill
- USAOHC Pine Bluff Arsenal
- Moncrief ACH-Ft. Jackson
- Moncrief Medical Home-Jackson
- TMC CON (1-2-4)-FT. Jackson
- AHC MCAFEE-White Sands MSL RAN
- CBPCC 2-Ft. Bliss
- East Bliss Clinic-Ft. Bliss
- Mendoza Soldier Family CC
- Rio Bravo Medical Home-Bliss
- SR LDR SUSTNMNT USASMA-BLISS
- TMC Med Exam-Ft. Bliss
- William Beaumont AMC-Ft. Bliss
- BAMC-FSH Primary Care Clinic
- BAMC-McWethy TMC-FSH
- BAMC-SAMMC JBSA FSH
- BAMC-Schertz Medical Home
- BAMC-Taylor Burk Cl-Cp Bullis
- NICOE-CTR FOR INTREPID-BAMC-FSH
- Bennett Fam Care Clinic-Hood
- CBMH WEST KILLEEN-HOOD
- Charles Moore Hlth Cln-Ft Hood
- Copperas Cove Med Home-Hood
- Darnall AMC-Ft. Hood
- Harker Heights Med Home-Hood
- Killeen Medical Home-Hood
- Monroe Consolidated-Ft. Hood
- Red River Army Depot OHC
- Russell Collier Hlth Clin-Hood
- TMC-12-Ft. Hood
- AHC Ft. Story
- AHC McDonald-Eustis
- TMC Ft. Pickett
- TMC-2-Ft. Eustis
- 3/2 SCMH Arrowhead Clinic-JBLM
- 555 EN/17 FIB Soldier Care MH
- Aviation SCMH-JBLM
- Madigan AMC-Ft. Lewis
- Madigan-Puyallup Medical Home
- Madigan-S. Sound Medical Home
- Monterey AHC
- OMAMC-Ft. Lewis
- Okubo Fam Pract Clin-Ft Lewis
- US ARMY Health Cln-McChord AFB
- Winder Family Medical Cl-JBLM
- TMC-1-Ft. Irwin
- Weed ACH-Ft. Irwin
- Yuma Proving Ground AHC
- TMC Ft. Richardson
- Kirk AHC-Aberdeen Prvng Gd
- Barquist Army Health Clinic
- Connor CTMC
- Guthrie AHC-Ft. Drum
- Dunham AHC-Carlisle Barracks
- Andrew Rader AHC Myer-Hendersn
- Fillmore AHC AT New Cumberland
- Rodriguez Army Health Clinic

Managed Care Support Contractor

- Camp Lejeune-MCS-PCM
- FT Bragg-MCS-PCM

NCR

- Dilorenzo Tricare Health Clin
- National Intrepid Center Of Ex
- Walter Reed Natl Mil Med Cntr
- Dumfries Health Center
- Fairfax Health Center
- Ft Belvoir Community Hosp-FBCH

Navy

- BMC Camp Horno
- BMC Camp Las Flores
- BMC Camp Las Pulgas
- BMC Camp San Mateo
- 62 Area-San Mateo
- BMC Barstow
- BMC Camp Chappo MCB
- BMC Camp Delmar MCB
- BMC Edson Range Annex
- BMC MCB Camp Pendleton
- BMC San Onofre MCB
- BMC Yuma
- NBHC NAS Point Mugu
- NBHC Port Hueneme
- NBHC TEMECULA
- NH Camp Pendleton
- Tricare Outpatient-Oceanside
- NBHC Fallon
- NH Lemoore
- BMA Nalf San Clemente
- BMC MCAS Miramar
- NBHC Coronado
- NBHC EASTLAKE
- NBHC El Centro
- NBHC MCRD San Diego
- NBHC NAS North Island
- NBHC NAVSTA San Diego
- NBHC NTC San Diego
- NBHC RANCHO BERNARDO
- NMC San Diego
- SD E County Primary Care Clin
- TRICARE Outpatient-Clairemont
- Tricare Outpatient-Chula Vista
- NBHC NAVWPNCEN China Lake
- NH Twentynine Palms
- NBHC Gulfport
- NBHC Meridian
- NBHC Milton Whiting Field
- NBHC NAS Belle Chase
- NBHC NAS Pensacola
- NBHC NATTC Pensacola
- NBHC NAVCOASTSYSC Panama City
- NBHC NSA Mid-South
- NBHC NTTC Pensacola
- NH Pensacola
- NBHC Albany
- NBHC Key West
- NBHC Kings Bay
- NBHC Mayport
- NBHC NAS Jacksonville
- NH Jacksonville
- James A Lovell FHCC
- BMC Lakehurst
- BMC Mechanicsburg
- NBHC Andrews AFB
- NBHC Dahlgren
- NBHC Indian Head
- NHC Patuxent River
- BMC Bldg 15 MCB Camp Lejeune
- BMC Camp Geiger MCB
- BMC Camp Johnson MCB
- BMC Corfac MCB Camp Lejeune
- BMC Courthouse Bay MCB
- BMC French Creek MCB
- BMC MCAS New River
- NH Camp Lejeune
- Primary Care Navcare Camp LEJE
- NHC Cherry Point
- NBHC Groton
- NBHC Portsmouth
- NBHC Saratoga Springs
- Naval Hlth Clinic New England
- Naval Health Clinic Charleston
- NBHC MCAS Beaufort
- NBHC MCRD Parris Island
- NH Beaufort
- NBHC Fort Worth
- NBHC Kingsville
- NBHC Chesapeake
- NBHC Dam Neck
- NBHC Little Creek
- NBHC NAVSTA Sewells
- NBHC NSY Norfolk
- NBHC Oceana
- NBHC Yorktown
- TRICARE OUTPATIENT CL-SUFFOLK
- Tricare Outpatient Cl VA Beach
- NBHC Puget Sound
- NBHC Subase Bangor
- NH Bremerton
- NHCL Everett
- NH Oak Harbor
- BMC MCAS Kaneohe Bay
- NBHC MCB Camp H.M. Smith
- NBHC Navcams Eastpac
- NHC Hawaii
- NBHC Bancroft Hall
- BMC OCS Brown Field
- BMC Sugar Grove
- NBHC The Basic School
- NBHC Washington Navy Yard
- NHC Quantico
- NH Guantanamo Bay
- NSHS Portsmouth

Patients can still access the TOL Patient Portal to view their healthcare information from previous electronic health record encounters. If you receive care at one of the above listed MTFs, select 'Go to MHS GENESIS Patient Portal'.

If you do not receive care at one of the above listed MTFs, select 'Close' to go back to TOL Patient Portal.