Patients struggle to access MHS following changes to login process

A change to the login system for the MHS Genesis medical records’ patient portal has caused headaches for military health beneficiaries, as many have found they can’t access their entire family’s accounts. The Defense Health Agency announced in mid-September that it was switching from the older login process, DS Logon, to a new program called myAuth for the MHS Genesis system. DS Logon required lengthy passwords that had to be changed frequently, while myAuth promised a more “user-friendly experience” and improved security, according to DHA. Following the transition, however, some patients have been unable to access their own medical records. Sponsors must grant access permission to their spouses and dependents, and in some cases, dependent children aren’t showing up on either parent’s accounts. “Just stop changing things. Every time one system finally starts working and everyone gets used to it, you switch it up. Tricare online was fine. Genesis was fine,” an Army spouse wrote on Tricare’s Facebook page. In response, DHA announced Sept. 25 that the patient portal would remain “fully accessible via DS Logon.” But beneficiaries say when they use the old DS Logon system, they are redirected to the myAuth login page and still cannot access family records. “I can log in and see all my stuff. I can send out messages and receive them … but nothing for my kids,” a military spouse said in a direct message to Military Times. “To message their doctor, I have to send a message through m…