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MyChart Frequently Asked Questions

 

Enrollment Questions
What is MyChart?
Is there a fee to use MyChart?
How do I sign up?
Is my access code my user ID?
Who do I contact if I have further questions?
Your Medical Record
When can I see my test results in MyChart?
Why are certain test results not shared electronically via MyChart?
If some of my health information on MyChart is not correct, what should I do?
How do I submit updates to my current health issues, allergies or medications?
Can I see radiology images through MyChart?
If I send a message to my doctor, when can I expect a reply?
Traveling this summer?
Video Visits
How do I prepare for my MyChart Video Visit?
How do I connect to my scheduled MyChart Video Visit?
Share Everywhere
What is Share Everywhere?
How does Share Everywhere work?
Two-factor authentication
What is two-step verification?
How do I set up and use two-step verification?
After I Have Enrolled
I forgot my password. What should I do?
Can you send me a new activation code as I have lost it, let it expire or did not receive it?
I see a "LOGIN UNSUCCESSFUL" error and I think I might be locked out. What should I do?
Where can I update my personal information (e.g., home address, e-mail or change my password)?
How do I get the complete set of my medical records?
Can I see my medical records from other health care systems that use MyChart?
Technical Questions
How is MyChart secure?
What is your Privacy Policy?
I was logged out of MyChart, what happened?
What do I need to use MyChart?
My activation code does not work, what should I do?
How do I voice concerns, suggestions, complaints, and or compliments about a service?
Why isn't my provider listed when trying to Message My Doctor?

What is MyChart?

MyChart offers patients personalized and secure on-line access to portions of their medical records. It enables you to securely use the Internet to help manage and receive information about your health. With MyChart, you can use the Internet to:

  • View selected test results.
  • View your health summary from the MyChart electronic health record.
  • Access trusted health information resources.
  • Request medical appointments.
  • Request prescription renewals.
  • Communicate electronically and securely with your medical care team.
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Is there a fee to use MyChart?

MyChart is a free service offered to our patients.

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How do I sign up?

You will be issued a MyChart activation code during a visit at a ProMedica facility. This code will enable you to log in and create your own username and password. If you were not issued an activation code, you can request activation online, ask to sign up during your next office visit, or you may e-mail us at MyChartSupport@promedica.org, or you can call our MyChart Support Line at 419-291-4173 or toll free at 1-833-212-1586 Monday through Friday, 8 a.m. - 6 p.m.

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Is my access code my user ID?

No, your access code is not your MyChart ID or password. You will use this code only once to log into MyChart for the first time. (The code will expire after you have used it or after 14 days). When you log into MyChart the first time, you will then be asked to create your own unique MyChart ID and password.

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Who do I contact if I have further questions?

You may e-mail us at MyChartSupport@promedica.org, or you can call our MyChart Support Line at 419-291-4173 or toll free at 1-833-212-1586 Monday through Friday, 8 a.m. - 6 p.m. (MyChart users can also choose "Ask a Question" from the Messaging menu at the top of the MyChart home page.)

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When can I see my test results in MyChart?

It may take several days or even weeks for certain tests to be resulted. If you feel that your test results should be available but you don't see them in MyChart, it is best to call the office of the provider who ordered the test(s) to discuss the test results.

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Why are certain test results not shared electronically via MyChart?

Your provider is able to determine which types of test results are able to be accessed through MyChart. Further, tests of a very sensitive nature are not released to MyChart. Please note you can only view test results for children under 12 years old and for adults.

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If some of my health information on MyChart is not correct, what should I do?

Your MyChart information comes directly from your electronic medical record at ProMedica. Ask your doctor to update any incomplete information at your next clinic visit. Your health information is reviewed and updated in your electronic medical record each visit. Should you need to correct information in your MyChart, a HIPAA Amendment Form will need to be completed.

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How do I submit updates to my current health issues, allergies or medications?

When reviewing your current health issues, medications, or allergies in MyChart just click the "+Add" and update accordingly. You can also request that any of the above be removed. When you hover over an item, a red remove button will appear in the bottom right corner. When clicked, a box will pop up asking for a reason for the removal. This information will be reviewed by your provider at your next visit to determine if it should be added or removed from your medical record.

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Can I see radiology images through MyChart?

The text portion of your radiology imaging report can be viewed in the Test Results section of MyChart.

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If I send a message to my doctor or nurse, when can I expect a reply?

You will generally receive an answer within 3 business days. Please note that MyChart should not be used for urgent situations. Please contact your ProMedica provider if the situation requires immediate attention or dial 911 if it is an emergency.

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Traveling this summer?

If you find yourself in need of care, you can use the Share Everywhere feature to provide one-time, temporary access to your health information. Through your MyChart or MyChart mobile account, you can generate a code for a doctor, dentist or other provider to use. They can also write a note back to ProMedica to keep your care team informed of the care you received. Read more here!

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How do I prepare for my MyChart Video Visit?

You can now join your scheduled video visit through Google Chrome, Mozilla Firefox, or Microsoft Edge web browser on most devices. (Please note, Microsoft Internet Explorer browser is not compatible with MyChart video visits). If you are using iPhone or iPad devices, you will need to upgrade to iOS version 14.3 if you have versions 14.2.1 or 14.2 prior to your visit. Please allow 20 minutes before your scheduled appointment for setup and to be ready at the time of your visit.

In the appointment details, you can use the Hardware Test tool to test your camera, microphone, and speakers before your appointment time.

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How do I connect to my scheduled MyChart Video Visit?

Review our tip sheet (English), tip sheet (Spanish) or online video for instructions on accessing MyChart video visits from your computer or mobile device. If you have difficulty joining via browser or by mobile device, review our troubleshooting tip sheet (English), or troubleshooting tip sheet (Spanish).

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Can I view a family member's health record in MyChart?

Yes you can. This is called Proxy access and allows a parent, guardian or loved one to log into their personal MyChart account, and then connect to information regarding their loved one.

Send a completed ProMedica MyChart Proxy Access Request Form via email, fax (419-479-6919), or drop off the form at any one of our ProMedica facilities. Please be aware that information sent via email is not secure and could be misdirected or intercepted in transmission.

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Can I ask questions regarding a family member from my MyChart account?

MyChart offers direct access to your personal health record and communicating about another individual's information would be placed in your health record. This information would not appear in the correct health record and could potentially jeopardize medical care.

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Can my spouse and I share one MyChart account?

No, due to the sensitive nature of medical information, each adult must establish their own MyChart account. You can establish Proxy access to allow a parent, guardian or loved one to log into their personal MyChart account, and then connect to information regarding their loved one.

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What is Share Everywhere?

Share Everywhere provides a secure way to share your medical information with your care team, even if a care provider doesn’t have access to an electronic medical record.

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How does Share Everywhere work?

Share Everywhere can be found under "Your Menu" in MyChart. This feature generates a share code and that can be shared with any of your health care providers. The share code recipient enters that code and the patient’s date of birth on the Share Everywhere website to receive one-time, temporary access to the patient’s health information. The person who views this information can also write a note back to the patient’s health system to help keep them informed of the care they provided.

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What is two-step verification?

Two-step verification improves the security of your MyChart account by using a second step to check your identity. This is to ensure that you're the only person who can access your account.

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How do I set up and use two-step verification?

To set up two-step verification, navigate to "Your Menu". Scroll to the bottom of the menu and click on "Security Settings". At the bottom of the security settings page, click the button to turn on two-step verification.

Once this feature is turned on, you will be prompted to enter the verification code sent to the email on the MyChart account.

For more help with two-factor verification setup and use, watch this short video: https://youtu.be/koPkT5piYUs

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I forgot my password. What should I do?

Click the "Forgot password" link on the sign-in page to reset your password online. You may e-mail us at MyChartSupport@promedica.org, or you can call our MyChart Support Line at 419-291-4173 or toll free at 1-833-212-1586 Monday through Friday, 8 a.m. - 6 p.m for assistance with resetting your password.

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Can you send me a new activation code as I have lost it, let it expire or did not receive it?

Yes, if the original activation code has never been used, click Request Online, choose a signup method, and then after we verify your information, a new code will be sent via e-mail. If the original activation code has been used, click Forgot MyChart Username? and complete the form. Your MyChart Username will be emailed to you. If you need further assistance you may e-mail us at MyChartSupport@promedica.org, or you can call our MyChart Support Line at 419-291-4173 or toll free at 1-833-212-1586 Monday through Friday, 8 a.m. - 6 p.m.

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I see a "LOGIN UNSUCCESSFUL" error, and I think I might be locked out. What should I do?

If you tried to login five times or more and were unable to access MyChart, we have locked your account for security reasons. To reactivate your account, you may e-mail us at MyChartSupport@promedica.org, or you can call our MyChart Support Line at 419-291-4173 or toll free at 1-833-212-1586 Monday through Friday, 8 a.m. - 6 p.m. After verifying your identity, we will give you a temporary password to use to login; you'll then be asked to create a new password.

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Where can I update my personal information (e.g., home address, e-mail or change my password)?

Log into MyChart and from the Preferences tab, select the appropriate option.

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How do I get the complete set of my medical records?

Complete our ProMedica Authorization Form so we can release your medical records to you or send them to another party. Once the form is complete and signed, fax it to 419-479-6919.

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Can I see my medical records from other health care systems that use MyChart?

Yes. ProMedica MyChart now participates with MyChart Central. MyChartCentral is a web site that helps you organize your health information. It's a portal to all of your online charts, allowing you access without entering your username and password for each chart. With MyChartCentral, you don't need to remember a handful of passwords and visit multiple web sites looking for your medical data: You can find it all in one place. For more information on MyChart Central click here.

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How is MyChart secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure activation codes, personal usernames, and passwords. Each person controls their password, and the account cannot be accessed without that password. Further, MyChart uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with MyChart. Unlike conventional e-mail, all MyChart messaging is done while you are securely logged on to our website.

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What is your Privacy Policy?

MyChart is owned and operated by ProMedica and is fully compliant with federal and state laws pertaining to your privacy. Your name and e-mail address will be treated with the same care and privacy given your health records and will never be sold or leased by MyChart. To see ProMedica's Notice of Privacy Practices click here.

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I was logged out of MyChart, what happened?

We aim to protect your privacy and security of your information. While logged into MyChart, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out of MyChart. We recommend that you log out of your MyChart session if you need to leave your computer for even a short period of time.

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What do I need to use MyChart?

You need access to a computer connected to the Internet and an up-to-date browser (such as Google Chrome).

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My activation code does not work, what should I do?

For your security, your activation code expires after 14 days and is no longer valid after the first time you use it. If you still have problems, you may e-mail us at MyChartSupport@promedica.org, or you can call our MyChart Support Line at 419-291-4173 or toll free at 1-833-212-1586 Monday through Friday, 8 a.m. - 6 p.m.

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How do I voice concerns, suggestions, complaints, and or compliments about a service?

We value the voice of our patients and families and are committed to providing quality care and service. If you have any feedback that you would like to share about an experience you've had at ProMedica; to include concerns, suggestions or compliments about staff, please contact us here.

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Why isn't my provider listed when trying to Message My Doctor?

Some providers are not listed in MyChart including Radiologists, Psychiatrists, Residents, and Pathologists, InPatient/Hospital Specialists etc. Generally, providers you come into contact with during your hospital stay will not be available to message in MyChart. If you do not see the provider listed that you are attempting to message please call the appropriate clinic to address your current concern.

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