Patient Portal — Terms of Use
Effective: 2026-09-03
Welcome. Please read this before you use the patient portal. It is short on purpose.
In an emergency, do not use this portal
If you are having a medical emergency, call 911 or go to the nearest emergency room.
Do not use the portal to report an emergency. Do not use it for anything urgent. If you have a problem that cannot wait — heavy bleeding, trouble breathing, chest pain, a fever after surgery, severe pain, or anything that worries you — call your practice directly, or call 911.
Nobody watches the portal around the clock. Messages you send are read during regular business hours. It may be a day or more before someone replies. The portal is a convenience, not a way to reach your care team quickly, and it is never a substitute for talking to a clinician.
Who we are, and who your practice is
The portal software is provided by Metrodora Labs, LLC ("Metrodora"). We build and run the software.
Your practice is your healthcare provider, not us. Your medical records belong to your practice. Your care comes from your practice. We hold your information on your practice's behalf, as its service provider, under a written agreement that requires us to protect it and limits what we may do with it. We are not your doctor and we do not make any decision about your care.
So: for anything about your health, your treatment, your records, or your bill, contact your practice. For a problem with the portal software itself — a page that will not load, a login that will not work — contact us at support@metrodora.ai.
Your health information and your rights
Federal law (HIPAA) gives you rights over your health information: to see it, to get a copy, to ask for a correction, to find out who it has been shared with, and to ask for limits on how it is used.
You exercise all of those rights through your practice, not through us. Your practice holds your record and answers those requests. If you send us a request like that, we will pass it along to your practice, but we cannot act on it ourselves.
Your practice also gives you its own Notice of Privacy Practices, which explains how it uses and protects your health information. This document is not that notice and does not replace it. Ask your practice for a copy.
What you can do in the portal — and what happens next
The most important thing to understand: things you submit in the portal are requests, not confirmations. Your practice's staff review them. Nothing you enter changes your medical record on its own.
- Requesting an appointment. Choosing a time sends a request. Your appointment is not booked until the practice confirms it. Until you hear back, assume you do not have that slot. If you need a specific time, call.
- Filling in intake forms. Your answers go to your care team to review. They are not added to your chart automatically — a person reads them first and decides what belongs in your record. If something in your history is important, tell your clinician directly too.
- Signing consent forms. A form you sign here is recorded and sent to your practice. Your clinician will still go over the important points with you. If you do not understand something you are being asked to sign, do not sign it — ask.
- Sending a message. Messages go to your care team's inbox and are answered during business hours. See the emergency warning above.
- Making a payment. If online payment is turned on for your practice, a payment you submit is recorded and passed to your practice. Your balance is not final until your practice applies it. If a balance looks wrong, call the practice's billing staff.
- Viewing your documents and instructions. What you see here is a copy for your convenience. Your practice's records are the official version. If something looks wrong or out of date, tell your practice.
If you do not get a response, or a request seems to have gone nowhere, call your practice. Do not assume a submission was received just because you sent it.
Follow the instructions your clinician gives you
The portal may show you general information — things like what to do before or after a procedure. This is general guidance, not personal medical advice. It is not tailored to you.
If anything the portal shows you conflicts with what your clinician told you, follow your clinician. They know your situation; the portal does not. When in doubt, ask them.
Keeping your account safe
- Keep your password to yourself. Do not share it, not even with family, unless you have arranged access with your practice.
- Do not use someone else's account, and do not let anyone use yours. What is in the portal is your private health information.
- Sign out on a shared or public computer.
- Tell us and your practice right away if you think someone else has gotten into your account —
support@metrodora.ai.
If you need someone else — a spouse, an adult child, a caregiver — to see your information, arrange it with your practice. Do not simply hand over your password.
How you may use the portal
Please use the portal only for your own care (or the care of someone you are formally authorized to act for), and honestly. Do not try to reach other people's records, break the software, or get around its security. If you do, we may suspend your access, and we will tell your practice.
Things that will not always work perfectly
We work to keep the portal available and accurate, but no software is perfect and no online service is available every minute. Pages go down, messages get delayed, and occasionally something breaks.
Because of that, do not rely on the portal for anything time-sensitive. For anything urgent, call your practice. In an emergency, call 911. Please keep your own copies of documents that matter to you.
Ending access
Your practice controls your portal access, and it may end if you stop being a patient there or if your practice ends its use of the portal. You may stop using the portal at any time — that does not affect your care, and it does not affect your right to get your records from your practice.
If we change these terms
If we make an important change, we will tell you — by email or by a notice in the portal — before it takes effect. You can always ask us for the current version.
Governing law
These terms are governed by the laws of the State of New York.
Questions about the portal
About your health, your records, your appointment, or your bill — contact your practice. They are your provider and they hold your record.
About the portal software itself: support@metrodora.ai