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MyChart ® Epic Systems Corporation

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FAQs

Access a Family Member's Account

Notice of Privacy Practices

Terms and Conditions

Customer Service

Email mychart@metrohealth.org
Phone 216-778-8801
Monday - Friday, 8 a.m. - 5 p.m.

MyChart Frequently Asked Questions

Getting Started on MyChart: What is MyChart?; Is there a fee to use MyChart?; How do I sign up?; Who do I contact if I have further questions?

Account Activation Issues: I have an Activation Code. How do I activate my account?; Can you send me a new access code as I have lost it, let it expire or did not receive it?; My access code does not work. What should I do?; Is my access code my user ID?

Account Sign In Issues: I forgot my MyChart ID. What should I do?; I forgot my password. What should I do?

Account Information: If I want to change my e-mail or my password, what should I do?; If my address or phone number is incorrect, what should I do?; Can I change when or how I receive my appointment reminders and other email notifications?; How do I add a photo or change the background color to my MyChart account?

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?; If I send a message to my health care team, when can I expect a reply?; Can I see my medical records from other health care systems that use MyChart?; Can I send my healthcare team a photo?

MyChart For My Family/Accessing Another Person's Account: Can I access a family member's health record or request appointments for a loved one in MyChart?; Who can get Proxy access?; How do I get/give Proxy access?; Can I ask questions regarding a family member from my MyChart account?; Can my spouse and I share one MyChart account?

MyChart Mobile: How do I use MyChart from my mobile device?; Does MyChart Mobile have the same features as MyChart on the web?

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?

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 and to communicate with your health care team. With MyChart, you can:

Request and cancel medical appointments.
View your health summary and histories.
View test results.
Request prescription renewals.
Communicate electronically and securely with your medical care team.
Access health information

Is there a fee to use MyChart?

MyChart is a free service offered to our patients.

How do I sign up?

Patients are issued a MyChart access code during their clinic visit. This code will enable you to login and create your own user ID and password. If you were not issued an access code, you can request one here or receive one during your next visit.

Who do I contact if I have further questions?

If you have questions, you can email mychart@metrohealth.org or call 216-778-8801 Monday – Friday, 8 a.m. – 5 p.m to talk to our MyChart staff. Remember, MyChart is NOT to be used for urgent needs. For medical emergencies, dial 911.

I have an Activation Code. How do I activate my account?

It's quick and easy to get started. Just take a look at our step-by-step activation instructions.

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

You can request a new code here and after we verify your information, a new code will be sent via U.S. Postal Mail. Privacy issues prevent us from emailing a new access code to you.

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 us at mychart@metrohealth.org or you can call 216-778-8801 Monday - Friday, 8 a.m. - 5 p.m. to talk to our MyChart staff.

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

I forgot my MyChart ID. What should I do?

Click the Forgot MyChart ID link on the sign-in page to recover your MyChart ID.

I forgot my password. What should I do?

Click the Forgot Password link on the sign-in page to reset your password online.

If I want to change my e-mail or my password, what should I do?

Options to change your e-mail and password are found under the Preferences tab after you log into MyChart.

If my address or phone number is incorrect, what should I do?

Your MyChart information comes directly from your electronic medical record at your doctor's office. Ask your doctor to correct any inaccurate information at your next clinic visit.

Can I change when or how I receive my appointment reminders and other email notifications?

Yes. Under the Preferences tab, click the Communications Preferences link. There you can choose which types of email notifications you would like to receive. You can also specify how soon before an appointment you wish to receive your email reminder.

How do I add a photo or change the background color to my MyChart account?

It's easy! While you are logged in to MyChart, click the wrench image next to your name at the top of any page. This will take you to the My Family's Records page.

You can also reach this page by clicking on the Administrative tab, and then clicking My Family's Records.

Once you are on the My Family's Records page, follow the directions below.

Add a new photo or replace a current photo:

Click the Edit button.
Click the pencil icon.
Choose a photo to upload.
You will receive an alert letting you know that when you save this photo, it will also appear in your MetroHealth medical record. Click OK to make this alert disappear.
Click save.

Delete your current photo:

Click the Edit button.
Click the image of a white X in a red circle.
Click save to delete the photo.

Change your background color:

Click the Edit button.
Find the Color Scheme dropdown menu on the right of the page.
Use the dropdown menu to select a new color.
Click save.

When can I see my test results in MyChart?

Your test results are released to your MyChart account after your physician has reviewed them. Many test results are available within 4 days, depending on the type of test. If you do not see a result in MyChart that you are looking for, or if you have questions about a result, contact your clinic.

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, some tests of a very sensitive nature are not released to MyChart.

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 your doctor's office. Ask your doctor to correct any inaccurate information at your next clinic visit. Your health information is reviewed and updated in your electronic medical record each visit.

If I send a message to my health care team, when can I expect a reply?

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

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

At this time, logging in to MetroHealth's MyChart service will only enable you to see your MetroHealth records. If you receive care at an additional health care system that uses MyChart, you will have to log in to your account for that system.

However, be sure to tell your MetroHealth provider if you have received or currently receive care at other health care systems. Through a special initiative called Care Everywhere, your doctor may be able to place information from another health system into your MetroHealth medical record.

In addition, you can also download a password-protected copy of your health summary to share with trusted providers. To learn more, find the My Medical Record tab and click Download Summary.

Can I send my healthcare team a photo?

Yes. If you believe a photo of a medical condition or scan of a document (such as doctor's orders from another provider or emergency room) will help your care team better understand a health issue, you can attach it to your medical advice request.

Under the Message Center tab, click Get Medical Advice.
Select which provider's office should receive the request, specify the subject of the message and write a note.
Click the Browse button next to the words "Attach an image."
You may attach up to 4 files. Allowed file typs are GIF, JPG, PNG, TIFF, BMP, TIF and PDF. The maximum file size is 1000 KB.
Once the image loads, add a label ("such as cut on left knee").
Click send.

Can I access a family member's health record or request appointments for a loved one in MyChart?

Yes you can. This is called Proxy access and allows a person to log into his or her personal MyChart account and then view information regarding a family member. Please read the rest of the FAQs in this section for details.

Who can get Proxy access?

Parents, spouses, adult children, and other types of caregivers who have their own MetroHealth MyChart account may be granted full access to the MyChart account of a loved one following approval by our staff.

Parents commonly use this feature to view their children's medical records for immunizations, requesting appointments, and sending messages related to their children. Some restrictions may apply for access to the records of children between the ages of 11 and 17.

Adult children can use this feature to stay informed of, and participate in, an elderly parent's health care. Adult patients must give written consent for another person to gain Proxy access. Absent a legal determination precluding it, the adult patient always has the right to revoke this access at any time.

In certain cases, an adult might have a guardian who is responsible for them because of some issue of diminished capacity. In this case a guardian must supply legal documentation to gain Proxy access to the patient's chart.

How do I get/give Proxy access?

To authorize Proxy access, the appropriate form in the MyChart Proxy Access Packet should be completed and brought during normal business hours to the MetroHealth location you or the patient normally visit or the Medical Records Department at MetroHealth Medical Center (2500 MetroHealth Drive, Room G-108, Cleveland, OH 44109, open Monday – Friday, 8:30 a.m. to 3:30 p.m.).

Proxy Access to a Child's Account

Note to parents/guardians: you must have your own MyChart account before you can get access to your child's MyChart record. Once you have your own account, you must come in person with the appropriate form and identification to become the proxy for your child's account.

If your child is age 0-12 you will then be granted full access to your child's MyChart record.

If your child is age 13-17, you may submit this additional form to authorize your child to have a separate account and you may be granted partial access to that child's MyChart record (e.g., appointment scheduling, immunizations). Partial access, when applicable, is due to privacy laws.

Consenting Adult to Adult Proxy Access

In the case of an adult Proxy accessing a consenting adult's record, such as a spouse, we ask that the patient provide the appropriate form in the MyChart Proxy Access Packet (the form includes your consent for this type of access).

In the Case of an Adult Child or a Legal Guardian Requesting Proxy Access for an Adult

We ask that the Proxy bring in the appropriate form in the MyChart Proxy Access Packet with proper identification and supporting legal documentation if required such as court order or durable power of attorney for health care (DPOA).

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

No. Be sure to access the account of the loved one for whom you wish to make appointments, get medical advice or view records. This ensures that the correct information is placed in the correct medical record. Otherwise, medical care could be jeopardized.

Can my spouse and I share one MyChart account?

No, due to the sensitive nature of medical information, each adult must establish his or her own MyChart account. However, you can submit the appropriate form in the MyChart Proxy Access Packet to give/grant access to your spouse.

How do I use MyChart from my mobile device?

MyChart offers apps for iOS (iPhone and iPad) and Android devices. Installing and using the MyChart app is quick and easy. Visit our MyChart Mobile page for more information.

You can also use the web browser on your mobile device to access MyChart.

Does MyChart Mobile have the same features as MyChart on the web?

The MyChart app offers many of the same features as the web-based version:

Request and cancel appointments
View test results, health advisories, medications, allergies, immunizations and current health issues
Get medical advice for non-urgent matters
View the MyChart accounts of those for whom you have proxy access

To access a MyChart feature not listed above, use the web browser on your smart phone or computer.

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. Futher, 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.

What is your Privacy Policy?

MyChart is owned and operated by MyChart 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. View our privacy policy or our Terms & Conditions.

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.

If you were logged out after signing in and clicking an item, you may need to disable the Content Advisor setting in Internet Explorer. Learn more.

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). View the Computer /Browser Requirements.

A MyChart app for the iPhone is also available.