Frequently Asked Questions
Q: What is a Personal Health Record (PHR)?
A: The SHAPE PHRTM is a Personal Health Record from Secure Services Corporation that provides you an invaluable tool for you to record and maintain your personal and family medical history. You have complete control of your healthcare information and you decide who has access to it. Also, with your permission, your doctor or other medical provider can enter information about your medical encounters/visits - ensuring that your SHAPE PHR is up-to-date with your latest medical history.
Q: Why would I want to keep a PHR?
A: Your health information is scattered across many different medical providers and facilities. Keeping your own complete, updated and easily accessible health record means you can play a more active role in your healthcare. Each of your doctors has a file containing records of your visits and tests. However, most patients visit more than one doctor. Therefore, a patient's SHAPE PHR offers a different perspective than that of the file in their doctor's office, since it can include any information that you think affects your health. This can include information that your doctor may not have, such as your exercise routines, dietary habits, use of over-the-counter drugs or herbal formulas - you name it!
A SHAPE PHR assists you in collecting and especially organizing your medical records in one convenient and accessible location. The SHAPE PHR makes your medical records truly portable, as they are accessible anywhere in the world as long as you have Internet access.
Q: How long does it take to get started?
A: Once you have registered, it only takes a few minutes to get started creating your medical record. Many people initially enter contact information for their doctors and any current medical information. Other areas of initial concern include allergies, especially drug allergies, and immunization records. It is strongly recommended that you continue to take a few minutes every month to make sure your record is updated.
Q: Why should I keep my health records online?
A: You should keep your records online because they are accessible when you need them from anywhere in the world. This could make it a life saving tool in the event of an emergency.
Q: How many records can I create?
A: The number of records depends on your subscription. Other family members and additional cards may be added to your subscription.
Q: Who should have a record?
A: Everyone. The SHAPE PHR is great for recording children's immunizations and medical history making completion of school physical forms easier. It's also a must for Seniors who may be taking multiple prescription drugs and seeing several doctors. The SHAPE PHR can enhance the quality of care and safety of patients by ensuring that their doctors and medical providers have a more complete and accurate medical history for a patient.
Q: How secure is my information?
A: Information is stored encrypted and at rest in our "Tier One" data facility. All information is also encrypted while traveling from the server to your computer. The SHAPE PHR uses a level of security and encryption that exceeds HIPAA-compliance standards. Additionally, your information can be securely accessed by using your SHAPE Card™ with your fingerprint and the optional biometric reader at home or participating locations.
Q: What is the SHAPE Card and how is it used?
A: The SHAPE Card is a biometric smart card that is the most secure method to access your medical information in your SHAPE PHR. The SHAPE Card must be enrolled by you with your fingerprint. As more health care providers install smart card biometric readers, your card will be the "front door key" to your medical data each time you access it when you are at the the doctor's office.
In the meantime, we have allowed for access by either the SHAPE Card or through a user ID. If there is an emergency, there is also a special emergency access ID.
Q: What if I want to discontinue my subscription?
A: You will have the option of exporting your SHAPE PHR records to paper or otherwise saving them on your computer. Upon cancellation, all your information will be fully erased from our servers.
Q: How do I view my records?
A: You can view and maintain your record by simply going to www.shapephr.com. If using your home computer, you will be prompted to enter your user ID and password to gain entry to your SHAPE PHR. If you are using your SHAPE Card biometric access card, you will automatically enter the SPAPE PHR at the initial screen. Once you are in the inital summary screen you may select which person's SHAPE PHR you want to enter and view or add information.
Q: What if I forget my User ID and Password?
A: You can email us using our "contact us" page or call customer support at 1 866-535-8749. If you are using your SHAPE Card to gain access to the system your user ID and password will not be required.
Q: Which doctors offices are linked with the SHAPE System and my SHAPE Card?
A: We are currently enrolling doctors in the SHAPE System. If you would like information on participating doctors in your area, call our Customer Care Line.
Q: How do I go about obtaining copies of my health records?
A: Contact your doctors' offices or the health information management or medical records staff at each facility where you received treatment. Find out if your provider has his or her own plan for helping patients to create personal health records (PHR). Your physician may be willing to fax copies of your records directly to your SHAPE PHR. If so, provide the physician with one of the "Fax Information" labels they can paste into your chart for future reference.
Remember, too, that you probably have copies of many of your medical records. Your SHAPE PHR allows you to personally enter information either through your computer or by faxing it to your SHAPE PHR.
If you are caring for a parent, have them submit written authorization to his or her doctors and healthcare facilities. In that authorization, the patient should include language that gives permission to release all information regarding treatment and care to you, and/or anyone else the patient wants to permit access. This document might also include the names of people the information should NOT be shared with. You'll need to give this authorization to the healthcare facility's Health Information Management Department.
Q: Am I required to pay for copies of my health record?
A: Your healthcare provider is allowed to charge a reasonable fee for copies of your health record. The fee can include the cost of copying and postage if mailed.
Q: My SHAPE PHR comes with personal fax number. Can I use this fax function for records other than medical ones?
A: Yes. The fax number is yours as a part of your SHAPE PHR. Some subscribers have found it useful to have all kinds of information faxed to them. You must go into your SHAPE PHR's fax folder and copy or download the fax to use it.
Q: Where can I locate the federal and state laws that govern the disclosure of my health information?
A: For information about the health information laws in your state, visit www.healthprivacy.org.
Most health records are subject to the HIPAA Privacy Rule, which can be accessed at http://aspe.hhs.gov/admnsimp/bannerps.htm.
Health records originated by the federal government, such as the Veterans Administration or Indian Health Services are also subject to the Privacy Act of 1974. The Privacy Act can be accessed at www.usdoj.gov/foia/privstat.htm.
Health records originated by federally subsidized substance abuse programs are subject to the Confidentiality of Alcohol and Drug Abuse Patient Records rule. These regulations can be accessed at www.gpoaccess.gov/cfr/index.html.
Q: How do I cancel my subscription?
A: Please contact us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it or call (866)535-8749, SHAPE PHR Customer Care Service Line, with your Subscription ID (Number on SHAPE Card) to cancel. You will receive an email to the address you entered upon purchase confirming that your subscription has been canceled.
Q: I already canceled my subscription. Why did I get billed again?
A: Please check your email for a confirmation of canceled subscription. It will verify the final date and amount you were billed. If you have additional questions, please contact us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it or call (866)535-8749, SHAPE PHR Customer Care Service Line.
Q: I was issued a credit. How long will it take for a credit to appear on my statement?
A: It may take up to 5 business days for the credit to appear on your bank statement.
Q: What happens if my credit/debit card expires (will expire soon) or my credit/debit card number has changed?
A: Please contact us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it or call (866)535-8749, SHAPE PHR Customer Care Service Line, with your Subscription ID (Number on SHAPE Card) and the card information that needs to be updated.
Q: What happens if my billing address, email address, or other contact information has changed?
A: Please contact us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it or call (866)535-8749, SHAPE PHR Customer Care Service Line, with your Subscription ID (Number on SHAPE Card) and your new information. You will receive an email confirming the update.
Q: Why was my credit/debit card declined?
A: There could be a number of reasons why your credit/debit card was declined. Please use a different card to place the order or if you have additional questions, please contact us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it or call (866)535-8749, SHAPE PHR Customer Care Service Line.
Q: What payment options does SHAPE PHR accept?
A: SHAPE PHR accepts VISA, MasterCard, Discover and American Express cards.
Q: How do I pay for my SHAPE PHR?
A: All subscriptions are monthly and “auto-renewing”, meaning that we will bill your credit/debit card each month, on the anniversary of the calendar day of your subscription, until you cancel. If the calendar day on which you subscribed does not exist in the following month(s), the billing date will be the date closest to the subscription anniversary date. For example, if you subscribe on June 10, your next billing date is July 10. If you subscribe on March 31, your next billing date is April 30.
Q: I have a question which has not been answered by the FAQ’s. What do I do?
A: If you have any further questions, please contact us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it or call (866)535-8749, SHAPE PHR Customer Care Service Line.
