Answers to MyChart Questions

Premier Health answers frequently asked questions about MyChart.

What is Premier MyChart?

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

  • Request medical appointments with your physician using Premier Health's electronic health record.
  • View your health summary from the Premier MyChart electronic health record.
  • View results of imaging and lab tests performed by Premier Health.
  • Request prescription renewals from your physician using Premier Health's electronic health record in their office.
  • Access trusted health information and patient education resources.
  • Communicate electronically and securely with your Premier Health medical care team.
  • Request to add medical problems, allergies, and medications to your Premier Health electronic health record (if your physician is using Premier Health's electronic health record in their office)

Is there a fee to use MyChart?

Premier MyChart is a free service offered to our patients.

How do I sign up?

  • Request a MyChart activation code during your visit to a Premier Health Facility or by contacting your physician's office using Premier Health's electronic record.
  • You can also request an activation code by going to the MyChart Login Page and clicking on the "Request MyChart Signup" option.

Who do I contact if I have further questions?

For questions regarding the content of your health information, contact your physician's office.

If the content in question is regarding hospital information, or if you don't have a Premier Health physician office, please call the hospital’s health information (medical records) department.

For technical support ONLY (web site assistance issues, browser issues, password reactivation, etc.), click on "Technical Support" online or call our support line at 866-668-0592.

When can I see my test results in MyChart?

For outpatient visits, finalized results for blood tests and other lab services are released to your MyChart account within 72 hours of becoming final.

For outpatient/office visits, X-ray or imaging test results are released to MyChart within 5 days after they are finalized. For hospital visits, please allow one hour after discharge.

For imaging studies, you will only see the interpreting physician's impression of the study, which is a summary of the results. Your physician will receive a detailed interpretation.

I had a test a week ago but I don't see the results. Why?

Test results are automatically released at various intervals to MyChart, once they become final. Generally, lab results will be available 72 hours of becoming final for outpatient/office visits. Finalized lab results are released one hour after discharge for hospital visits.

Imaging or X-ray studies will be available in 5 days for outpatient/office visits and one hour after discharge for finalized results. It may take several days or even weeks for certain tests to be resulted and become final.

Pathology results (except for pap smears) are not released automatically to MyChart.

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 practitioner who ordered the test, to discuss the test results.

For tests that were conducted during a hospital visit, please contact the health information (medical records) department to have that information released to you.

I see some test results but not all of them from all of my physicians. Why?

Once they become final, test results are automatically released at various intervals to MyChart. If you do not see test results in MyChart, please call the ordering physician’s office and/or the hospital medical records department to request the release of your information, or discuss it with your physician during your next visit.

If your tests were not done by a Premier Health facility, you will not see them in Premier MyChart.

For tests that were conducted during a hospital visit (emergency department, observation, outpatient surgery, and inpatient stays), please contact the health information (medical records) department to have information released to you.

Can I see radiology images through MyChart?

The text of an x-ray report (the interpreting physician's impression or summary of the results) can be viewed but actual x-ray images are not displayed in MyChart. Imaging results are released to MyChart 5 days after becoming "final".

How do I communicate my medical concerns?

MyChart is not used to communicate urgent medical concerns to your doctor. It should only be used to communicate non-emergency medical questions, such as those about your test results, clarification of information at your office visit, or corrections to your medical information.

IF YOU ARE EXPERIENCING AN URGENT MEDICAL PROBLEM, CALL 911 OR YOUR PHYSICIAN'S OFFICE IMMEDIATELY.

For an overview of MyChart messages, press play below or read the transcript.

 

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

Your MyChart information comes directly from your physician's office using Premier Health's electronic health record and at your Premier Health hospital. At your next office or clinic visit, ask your physician to correct any inaccurate information. Your health information is reviewed and updated in your electronic medical record at each visit. You may also use the "Message to Doctor" function to communicate with your physician's office.

If the inaccurate information is related to a hospital visit, hospital stay, or an emergency department visit, you should contact the health information(medical records) department at the hospital to make corrections. You may be asked to complete a "Request for Amendment" form.

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

You will generally receive an answer within 1-3 business days. Please note that MyChart should not be used for urgent situations. Please contact your medical center if the situation requires immediate attention or dial 911 if it is an emergency. These messages are first received by the physician's office staff who will handle your request if they are able. If the request requires it, they will forward it on to your doctor.

Why don't all my health issues show up in my MyChart record?

Your health summary contains the record of health issues that have been documented by your physician, using the Premier Health electronic health record. If your physician is not on Premier Health electronic medical record system, or if the services were not performed at a Premier Health hospital, the health issues will not show up in your MyChart file. If information from physician-provided services is missing from the Premier Health electronic health record, please discuss with the provider during your next office visit.

My Preventive Care recommendations don't seem right to me, what do I need to do?

Preventive Care procedures are suggested based on your age and gender and in some cases a specific diagnosis you may have. You are encouraged to discuss this information with your Primary Care Physician during your next visit. Your Primary Care Physician can override Preventive Care recommendations that may not apply to your specific situation.

Why is the "Last Done" date on my Preventive Care procedure Incorrect?

The "last done" date on your preventive care procedure may not have been recorded if the procedure or test was not performed at your physician's office using Premier Health's electronic health record. If you see a date that is inaccurate for a preventive care procedure, please discuss it with your primary care physician at your next visit, so that the record can be updated in Premier Health's electronic health record.

If your physician does not use the Premier Health electronic health record, procedures or tests performed at the office will not be reflected in MyChart. This can be updated by your physician using Premier Health's electronic health record, via the receipt of the health summary for the encounter.

Who sees my request for an appointment or an appointment cancellation?

These requests are routed to appointment schedulers. Your doctor will not see this information. Please do not include any personal health information with an appointment request or an appointment cancellation.

If you see that you are overdue for a regularly scheduled Preventive Care item, please request an appointment through the MyChart appointment request.

What if I am seen at a non-Premier facility or physician – How do I get this information in MyChart or communicated to my Primary Care Physician?

If you are seen at, or by, a non-Premier Health facility or physician, you will need to call the medical records department at the respective facility, in order to obtain a copy of the medical records, which can be taken to your Premier Health primary care physician. If you are seen by a physician who uses the Premier Health' electronic health record system, you can also add missing medications and allergies in MyChart. The information will have to be made a permanent part of the record during a physician office visit

How do I download a portable copy of my health summary?

To download a portable copy through MyChart, you will need to click the “My Medical Record” portion in the navigation bar on the left side of the page. Next, click “Download Summary” and, from there, download your health summary, with the option of adding password protection.

How do I get a copy of my medical records?

To obtain a copy of your medical record, please contact the hospital’s medical records department and/or your physician office using Premier Health's electronic health record.

What is MyChart, and how does its use benefit older adults?

MyChart is a free service offered to patients of Premier Health that provides secure online access to portions of their medical records.

Melinda Ruff, MD explains the benefits of MyChart.  Press play below or read the transcript.

 

From the comfort of home, MyChart allows patients to:

  • Schedule medical appointments
  • View a health summary
  • View test results
  • Renew prescriptions
  • Access trusted health information resources
  • Communicate electronically with your medical team

MyChart benefits older adults because of its easy access and up-to-date information available at your fingertips.

For more information about MyChart and how it can help you, talk to your physician.

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

Yes, under certain conditions, you can. This is called Proxy access and allows a parent (or guardian) to log into their personal MyChart account, and then connect to information regarding their family member. Complete a Proxy Consent Form and return it to your physician's office to request access to this convenient service. Parents may have proxy access to their children's account until they reach the age of 12. After that, the child's account will becomes their own and they may elect to share it with their parent or guardian at their discretion. Parents may have access to a minor child's (over the age of 12) account or another adult's account if that person is incapacitated and unable to manage their own affairs. The parent or guardian will need to have legal guardianship or power of attorney for the individual for whom they are seeking proxy access.

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.

Can my spouse and I share one MyChart account?

No, due to the sensitive nature of medical information, each adult must sign and submit a Release of Information request and establish their own MyChart account.

I forgot my password. What should I do?

Click the "Forgot password" link on the sign-in page to reset your password on line.

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

Contact your physician's office. After they verify your information a new access code will be sent to you via U.S. Postal Mail. Privacy issues prevent us from e-mailing a new access code to you.

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

Log into MyChart and from the left menu, go to the "Preferences" section and select the appropriate option.

What information should I provide for a prescription renewal?

You should provide the following information for a prescription renewal:

  • The name and exact address of your preferred pharmacy.
  • The number of pills (30 or 90 day supply).
  • The number of refills for the prescription.
  • Any new allergies that you have experienced.

This video explains refilling medications in MyChart. Press play or read the transcript.

 

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 access codes, personal ID's, 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.

Dale Block, MD explains the security of MyChart.  Press play below or read the transcript.

 

What is your Privacy Policy?

MyChart is owned and operated by Premier Health and Epic Systems Corporation 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.

I was logged out of MyChart, what happened?

We strive 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.

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 Internet Explorer).

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

For your security, your access code expires after 60 days and is no longer valid after the first time you use it. If you still have problems, email MyChart support.

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 90 days). When you log into MyChart the first time, you will then be asked to create your own unique MyChart ID and password.

What is the security question used for?

If you ever forget your password we challenge you with the security question to help us establish your identity. If you change your password on the site please remember to update your security question as well. Also please remember that passwords are case-sensitive.

How can I update my telephone number in MyChart?

Click on the "Preferences" menu and select the "Change Address" link. Make your corrections and click "Accept Changes". A message will be sent to your physician's office with your new information and will then be updated.

How can I update my address in MyChart?

Click on the "Preferences" menu and select the "Change Address" link. Make your corrections and click "Accept Changes". A message will be sent to your physician's office with your new information and will then be updated.

Why do I have to have an Internet email address to use MyChart?

When new information is sent out to your MyChart account you will also get an Internet email to let you know that new information is available.

I don't have an email address, how do I get one?

There are many web-based services that offer free email accounts. Check with your local library for more information.

How can I update my email address in MyChart?

Click on the "Preferences" menu and select the "Change E-mail Address" link. You must enter your new email address twice and then click the "Submit Changes" button. This will instantly update your info in MyChart and your electronic medical record.

How can I access MyChart on my mobile device?

  • If you currently have a MyChart account and you use an iPhone, iPad, iPod Touch or Android device you can now access your health information from your mobile device.
  • Just go to either the iPhone App Store or the Android Market on your device, search for and download the MyChart App.
  • Once downloaded, choose Premier Health from the list of Healthcare Providers.
  • This will download all the settings needed to access your information stored with Premier and will present you with a login screen.
  • At the login screen, simply enter your MyChart user name and password to access your information.
  • You will be able to see test results, health reminders, and medications you are taking, as well as send and receive messages from your physician, make appointments with him or her, and request prescription renewals.

How do I pay my bill through MyChart?

Once logged into your MyChart account, simply click on the Billing tab at the top of the screen to get started. Credit card payments can be made directly and securely through MyChart to any of your hospital or physician office accounts that you have with Premier Health. You can also link from here to another secure site that will allow you to make an online payment using a checking account.

This video explains MyChart Bill Pay. Press play below or read the transcript.

 

How do I ask billing questions through MyChart?

MyChart gives you the ability to send electronic messages to our Customer Service department to ask questions about your bill. Our Customer Service team will respond to your message within two business days.

Can I set up payment plans through MyChart?

Yes, through MyChart you can now set up payment plans using a credit card to pay your doctor bills ONLY. At this time hospital bills require a simple phone call to set up a payment plan – this information is provided on the Account Details screen.

Content Updated: March 21, 2019

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