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THE METROHEALTH SYSTEM
MYCHART
TERMS AND CONDITIONS OF USE

Updated 3/12/2021

The MetroHealth System (MetroHealth) is pleased to offer you access to your protected health information (PHI) via a secured website called MyChart. MyChart is available in English. Some MyChart features are also available in Spanish. Signing up for MyChart is voluntary – you are not required to use it or authorize a MyChart proxy.

This document describes how we handle your information communicated through MyChart, privacy considerations, and your responsibilities related to your use of MyChart.

By using MyChart you agree to the Terms and Conditions of Use described below:

1. MyChart allows you to play an active role in your healthcare.
By using MyChart, you will be able to:

  • Monitor your healthcare
  • View parts of your medical record, including diagnoses, medications, immunizations and most lab test results
  • Communicate securely with your healthcare team
  • Submit requests to update your medication and allergy lists
  • Request appointments and view past and upcoming appointments
  • Renew prescriptions
  • View a summary of your medical services and post-appointment instructions
  • Provide proxy access to allow someone else to view your MyChart record
  • Receive information about research studies you might want to join

Patients age 13 and older may request a MyChart account.

2. MyChart provides part of the entire medical record.
MyChart does not contain all medical information maintained by MetroHealth about you in your medical record. Information contained in MyChart includes, but is not limited to:

  • Most lab test results
  • Most upcoming and past visit appointments and admissions
  • After Visit Summaries and Discharge Instructions for most visit types
  • Most clinical notes
  • All immunizations, active medications, active allergies, and active diagnoses.

MYCHART ALSO INCLUDES INFORMATION RELATED TO BEHAVIORAL HEALTH, SUBSTANCE USE DISORDER, HIV/AIDS, AND OTHER SENSITIVE INFORMATION.

You have the right to access your entire medical record by submitting a completed authorization to the MetroHealth System Health Information Management Department in one of the following ways:
1. The MetroHealth System
Health Information Management Department – G-108
2500 Metrohealth Dr.
Cleveland, Ohio 44109
2. Fax: (216) 778-2413
3. Email: releaseofinformation@metrohealth.org
For additional Authorization Forms and Ohio fee schedule for medical record copies, visit https://www.metrohealth.org/patients-and-visitors/medical-records or call the MetroHealth Release of Information Team at (216) 778-4252.

3. MyChart is intended for communicating certain health matters, but not all.
It is important that you do not use MyChart for urgent medical matters. MYCHART OR THE MYCHART SUPPORT TEAM IS NOT TO BE USED FOR EMERGENCIES. PLEASE DIAL 911 IF YOU ARE EXPERIENCING AN EMERGENCY.

MetroHealth will send you messages about your healthcare through MyChart. These messages may become a part of your permanent medical record. It is important that you do not include anyone else’s information in your messages.

Some information communicated by you or your healthcare provider may assist in providing medical services or advice. However, using MyChart is not a substitute for seeing your healthcare provider (in-person or virtually) or calling your healthcare provider for traditional medical advice, consultation, diagnosis, or treatment.

The information you submit to MyChart, including your electronic messages, may be shared with MetroHealth staff when their job includes assisting your provider to give you medical care. If your provider is out of the office or unavailable, messages sent within MyChart may be routed to other appropriate personnel.

MetroHealth is only able to respond to electronic messages based on the information provided by you. Therefore, if there is insufficient information provided, MetroHealth may be unable to provide accurate and reliable responses and/or service.

4. Responses to MyChart communication are not immediate and may take at least two business days.

MetroHealth will make every reasonable effort to provide a timely response to your electronic messages. In some situations, the staff that needs to respond to a message may not be immediately available. Therefore, the anticipated turnaround time for a response to a patient inquiry is 2 business days.

5. Proxy accounts provide another person access to your MyChart account.

If you give another person proxy access to your MyChart account, they will be able to see all information explained in the table below.

Proxy Type Proxy Description Details Information Proxy Sees
Minor Parent or legal guardian Gives access to information for minors (0-17 years of age). Through proxy access, parents and legal guardians can access vaccination records, growth charts, diagnoses, and medical instructions, as well as communicate with the minor’s MetroHealth providers.
There are certain types of medical information that the parent or guardian of a patient age 13-17 may not view without consent of the minor patient. Because of legal requirements, MetroHealth cannot offer full access to proxies of minor patients in this age range.
All records in MyChart except records not shared as required or permitted by law. Examples: minor confidential, to prevent harm
Adult Diminished Capacity Legal representative of incapacitated adult patient Through proxy access, an adult’s legal representative (such as a court-appointed guardian or person named as a healthcare power of attorney) can access all records in MyChart, with limited exception. All records in MyChart except records not shared as required or permitted by law. Example: to prevent harm
Adult Selected by adult patient who has capacity With proxy access, individuals (such as caregivers) the patient selects can access all records in MyChart, with limited exception. All records in MyChart except records not shared as required or permitted by law. Example: to prevent harm

Granting or Requesting Proxy Access
There are three ways to request or grant proxy access, via

  • MyChart record-sharing feature (only available for Adult Proxy Types)
  • MyChart Proxy Access Authorization Form Web Page by visiting the MyChart Login Page and clicking “Request Access to My Child’s Account” (only available for Minor Proxy Types)
  • Proxy Access Consent Form by visiting https://mychart.metrohealth.org/MyChart/en-us/MyChartProxyAccessPacket.pdf (available for all Proxy Types)
A MyChart account will be activated for both the proxy and the patient (account holder).

Revoking Proxy Access
If the proxy's legal relationship with the patient changes, the proxy or patient must inform MetroHealth immediately by contacting the MetroHealth MyChart Support Team.

There are two ways to revoke proxy access:

  • Use the MyChart record-sharing feature (only available for Adult Proxy Types)
  • Contact the MetroHealth MyChart Support Team

If you no longer want someone to have proxy access, it is your responsibility to revoke that proxy access and advise the proxy you have done so. When a patient turns 18, proxy access is automatically terminated. At that point, the patient may choose whether to grant proxy access. MetroHealth reserves the right to revoke proxy access at any time for any reason.

6. MetroHealth may limit functionality or deactivate MyChart access with or without cause and/or prior notice.
MyChart access is granted for the purpose of furthering your medical care. MyChart access and/or Proxy access may be limited or deactivated, in the sole discretion of MetroHealth, or at the request of the account holder. The following is a list of reasons which will result in limitation or deactivation. This list is not all inclusive and each circumstance will be evaluated individually.

  • The individual is no longer a patient of that practice/provider
  • Automatic deactivation of proxy access to the MyChart account of a minor who turns 18
  • Automatic deactivation after a number of failed login attempts
  • Inappropriate use of messaging or scheduling
  • Abuse of proxy access
  • Inability to use features without constant assistance
  • Any other use that MetroHealth, in its sole discretion, determines constitutes an interference with or disruption to MetroHealth operations
  • 7. You agree to protect your MyChart Activation Code, Username/ID, and Password

    MetroHealth will provide you an activation code, unique to you, when you request to enroll in MyChart. You must use the activation code that is given to you to create a unique personal login name (called the "MyChart ID" or “MyChart Username”) and password. Once the activation code has been used, it will no longer be valid.

    The login name and password you choose will be used to access your health information in MyChart. Any inquiries and entries you make in MyChart will be logged with your identity and will become part of your official medical record. Therefore, it is important that you keep your login name and password completely confidential. Anyone with access to your login name and password will be able to access your health information, as well as read your messages and send new messages as if they were you.

    If you feel the security of your password has been compromised, you should change it. You may do so by logging into MyChart and following the password reset prompts. To further protect your MyChart account, we have enabled two-factor authentication. This provides an extra layer of security during the login process by allowing you to enter an authentication code, after entering your password. You can enable or disable two-factor authentication by logging into MyChart and following the two-factor authentication prompts.

    8. MetroHealth cannot guarantee absolute security against intrusions, disclosure, unauthorized access, and compromised integrity of the record within MyChart.

    9. By signing up for access to MyChart, you assume all risks associated with the website (such as viruses, defects, interceptions, etc.).

    10. MetroHealth may change these Terms and Conditions of Use at any time without notice. We will post changes to the Terms and Conditions of Use on the MyChart Login web page.

    11. The MetroHealth Notice of Privacy Practices describes your HIPAA Rights and how MetroHealth uses and discloses your Protected Health Information.