Patients across Central Maine Healthcare say they have struggled to access their medical records and manage refills and appointments since the health system transitioned to a new electronic medical record system May 1.

The move to Epic, a cloud-based platform with a patient portal, is one of several changes California-based nonprofit Prime Healthcare Foundation has made since it acquired Central Maine Healthcare in February. Epic has been implemented at Central Maine Medical Center in Lewiston, hospitals in Bridgton and Rumford, and practices across western Maine.

Stacey Bsullak of Poland, who receives cardiology and primary care at Central Maine Medical Center, said her medical history was not in Epic’s MyChart patient portal when she made an account.

She said it was scary to lose access to her medical records without notice.

“I don’t know how you can integrate and open a new portal system without having records already transitioned,” Bsullak, 53, said. “Hopefully doctors have access to the old system, but it’s pretty scary. I’m a breast cancer survivor, and this is my annual time of year where I have all my appointments — and nothing is in the portal.”

Patients have also reported difficulties reaching their providers about appointments and prescription refills this month.

A Central Maine Healthcare spokesperson said the transition to Epic has not interrupted scheduled care, and that medical records are still accessible: They’re just in two portals now.

“Importantly, patients have not lost access to their prior medical records,” the spokesperson said.

How can patients see their health records?

Epic’s patient portal is called MyChart. Since, Epic and MyChart took effect at Central Maine Healthcare on May 1, more than 4,000 patients have activated their accounts.

But several noticed their health and medication history did not transfer over from the former patient portal, MyHealth.

A Central Maine Healthcare spokesperson said patients can still see their medical records in MyHealth with the previous link. But all current and future care will be recorded in MyChart, where they said patients can message providers, request prescription refills, view appointments and access health information.

Bsullak said she was able to download her health history, tests, diagnoses and medication list early this week from MyHealth. The link is expected to remain available for approximately six months, a Central Maine Healthcare spokesperson said.

The person did not say whether the health system plans to transition medical history information to MyChart.

Patients who need help creating or accessing a MyChart account can email [email protected] or call MyChart support at 844-237-7463.

Patients can also receive copies of medical records after they send a release of information form to the Health Information Management department, which can be reached by email at [email protected].

Is the new system working?

According to Central Maine Healthcare, yes. A spokesperson said the May 1 transition to Epic “occurred without interruption to scheduled care.”

“As with any major electronic health record transition, we continue to support patients, physicians, and staff throughout the process and remain focused on ensuring patients have timely access to the information and care they need,” the spokesperson said.

But patients say they have been struggling to reach providers about appointments and prescription refills. They should be able to message their providers in MyChart, but Bsullak said only two of her seven doctors have been added to the portal. That doesn’t include her cardiologist, who she needs to see for her annual checkup.

Christine, who does not want her last name disclosed for fear of retribution from the health system, said she spent three days on hold or talking to Central Maine Medical Center staff last week. She said the primary care office could not help her access her MyChart portal, schedule tests or refill her prescriptions because they were also struggling to use the system.

The Waterville woman said her pacemaker needs to be changed soon.

“This battery’s almost dead, and I’m supposed to have appointments. Nothing’s being scheduled,” she said. “I’m supposed to see the cardiologist on the 14th to discuss the results of the testing that hasn’t been done and isn’t in the system.”

Why switch to Epic?

Epic is a cloud-based software platform that creates an electronic medical record for each patient. It offers telehealth options and a patient portal, and advertises clinical efficiency by integrating artificial intelligence into patient visits and charting. More than 325 million patients worldwide have an electronic record in Epic.

Purchasing and implementing Epic was part of Prime’s plan to invest $150 million in the health system over the next five years.

“The investment in Epic, a best-in-class (electronic medical record), represents a major advancement for Central Maine Healthcare and the communities it serves,” a spokesperson said, “providing patients and caregivers with a more connected, integrated, and modern healthcare experience that will support care coordination, access, and quality for years to come.”

Epic was implemented on the heels of the announcement that Central Maine Healthcare was cutting 38 positions in information technology. A spokesperson said the positions were related to legacy computer systems and duplicative functions.

Bsullak said she does not understand why Central Maine Healthcare laid off the workers right as it transitioned to Epic.

“It seems like you really need them right now,” she said. “Laying off an IT department, when this is an IT transition: What’s really going on?”