OWL Frequently Asked Questions -- Hospital
1. Who is eligible for an OWL account?
a. At this time, only patients who are admitted to Franklin Woods Community Hospital (FWCH) or Norton
Community Hospital (NCH) on or after April 1, 2014 are eligible for an OWL account. As the OWL continues
to evolve, individuals who are admitted to any MSHA hospital, complete an outpatient procedure at any
MSHA facility, or visit their Mountain States Medical Group (MSMG) physician will be able to register for an
2. Can my child have an OWL account?
a. At this time, only patients 18 years of age and older will be able to register for an OWL account.
3. What information is on the OWL?
a. Patients will be able to view a Continuity of Care Document (CCD) which provides a summary of the
hospital visit. The CCD will have a current problems list, medication, laboratory/radiology reports, recent
immunizations, and recent medical history. Some laboratory/radiology reports will not be released to the
OWL due to their sensitive nature.
4. Is my information secure?
a. The OWL has security measures in place to help protect against the loss, misuse, or alteration of
information under our control. These measures include encryption of data using the Secure Socket Layer
(SSL) system. A secure messaging service is used when personal information is sent electronically.
5. Does my doctor participate in the OWL?
6. When will I be able to see my results?
a. At this time, OWL is only available as a service for inpatients at Franklin Woods Community Hospital (FWCH)
and Norton Community Hospital (NCH). As OWL expands, more MSHA hospitals, MSMG clinics, and
outpatient services will be added to the OWL.
a. Most results from testing will be posted within five business days. However, some tests require more time
to analyze and will not fall within the five business days category. Tests with sensitive results such as
pregnancy, STD testing, alcohol, and drug test will not be released to the OWL.
7. How can I register for an Online Wellness Link (OWL) account?
a. To register, you must be admitted to either Franklin Woods Community Hospital (FWCH) or Norton
Community Hospital (NCH) on or after April 1, 2014 and complete a registration form upon discharge. As
OWL expands, you will be able to register for OWL upon discharge from any MSHA hospital, completion of
an outpatient procedure at any MSHA facility, or visiting your Mountain States Medical Group (MSMG)
8. How do I log into the portal as a returning user?
9. How do I change my password?
a. Returning users should access the portal at the Online Wellness Link (OWL) Patient Portal page or by
clicking on the link near the top of this page.
a. To change your password, click the “Change Password” link on the Online Wellness Link (OWL) home page.
You will be prompted to enter your old password, and to confirm your new password by typing it twice.
Your new password will be set when you click OK.
10. How do I change my address/phone number/email address?
a. To update your personal information, click the “Profile” link on the left side of the Online Wellness Link
(OWL) home page. This will bring up your User Information page. Click the “Edit User” button at the bottom
of this page, and you will be able to change your date of birth, address, phone numbers, and email
address. If your demographic information has changed, please contact your provider's office to update this
11. When will my registration form be processed?
a. It could take up to five business days. If you would like to check your registration status, you can contact
OWL patient support by email at OWL@msha.com or by calling 423-302-2OWL, 844-OWL-MSHA.
12. It has been more than five business days and I still haven’t received a response.
a. Once your Enrollment Form is processed, we send you two emails with instructions for completing the
registration process. Some email clients block emails from unfamiliar senders. Check your spam filter to see
if these emails have been blocked. For assistance with privacy settings, please contact your email provider.
OWL Frequently Asked Questions -- Mountain States Medical Group (MSMG) Clinics
Please check back for more information regarding the OWL and MSMG clinics. Thank you.