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MyChart Frequently Asked Questions

What is MyChart?

MyChart offers patients personalized and secure online access to portions of their electronic medical record (EMR). It enables you to securely use the Internet to help manage and receive information about your health. With MyChart, you can:

  • Review your medications, immunizations, allergies, problem lists and medical history
  • View details of past and upcoming appointments
  • Receive some lab results online
  • Communicate electronically and securely with your care team
  • Review health education topics and discharge instructions provided by your doctor
  • And more!

MyChart may be used for routine communication with your physician's office but is not intended to replace office visits with your doctor. Providers may not be able to answer all your questions electronically. They may request that you schedule an appointment to make an accurate diagnosis and determine the best treatment plan for your condition.


What do I need to access MyChart?

You will first need to visit your healthcare provider. An activation code will be provided on your After Visit Summary (AVS).

A computer connected to the Internet and an up-to-date browser (like Internet Explorer or Safari).

Your activation code, birth date and the last 4 digits of your social security number to log-in.

My activation code does not work. What should I do?

For your security, the activation code expires 60 days from the date of your office visit and is no longer valid after the first time you use it. If your activation code has expired, you can fill out the online activation code form.

Is my activation code the same as my Username?

No. Your activation code is not your MyChart Username or password. Use this code only once to log into MyChart for the first time. The code will expire after you have used it or 60 days from the date of your office visit. When you log into MyChart for the first time, you will then be asked to create your own unique MyChart Username and 8 character password.

I forgot my MyChart Username or password. How can I get a new one?

At the sign-in screen for MyChart, click "Forgot MyChart Username?" You will be asked for some identifying information. A message with your MyChart Username will be sent to your personal email address on file.

You may click the "Forgot Password" link on the sign-in page to reset your password.

Where can I update my personal information or change my password?

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

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

An Internet email address is not required but preferred. When new information is sent to your MyChart account you will also get an email to let you know that new information is available.

Is there a fee associated with MyChart?

No, MyChart is a free service offered to Norton Healthcare patients.

Why doesn't all of my health information show up in MyChart?

Your Health Summary contains the record of health issues that have been released by your Norton Healthcare provider. You can discuss this with your Physician during the next visit.

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

MyChart information comes directly from the electronic medical record (EMR). Ask your doctor to correct any inaccurate information during your next visit. Your health information is reviewed and updated in the electronic medical record during each visit.

Where do I see my lab results?

When your physician releases new lab results, they may send you a note attached to your results or a secure patient message to help you understand the significance of the lab result. They may also recommend that you make a follow-up appointment, provide you with additional instructions, or ask you to call the office to discuss your lab results.

Click on the "My Medical Record" menu and select the "Test Results" link. On the "Test Results" page, click anywhere within a row to display the results for that test.

Can I view my child's, spouse's or another person's medical records?

Parents can access their children's accounts until they have reached the age of 18.

You can view other family member's medical records only if you have been granted proxy privileges for their records.

A "proxy" is simply a person who accesses and manages a patient's record on behalf of that patient.

Proxy access is important for a variety of reasons. Minor children (under 18) are not legally allowed to view their medical records online. Accordingly, a parent or guardian must use proxy privileges to view the child's record via MyChart.

Proxy access requests must be submitted in person at your Norton Healthcare physician's office or through the Norton Healthcare Health Information Management office (Medical Records Department).

Once you establish proxy access from Norton Healthcare, it can be located under the My Family's Records menu.

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 his or her own MyChart account.

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

You should not. Communicating about another individual's information using your MyChart account would place their information in your health record. This information would not appear in the correct health record and could potentially jeopardize individual medical care and safety.

Can I make an appointment online?

You can request an appointment through MyChart and a member of our staff will respond to your request within 1-3 days.

Past and upcoming appointments can be viewed online.

You can cancel appointments online. However, please be courteous to our staff and to other patients. If you need to cancel or reschedule an appointment, please provide at least 24 hours notice. If it is less than 24 hours, you will need to call the office to cancel or reschedule an appointment.

Will my doctor contact me through MyChart?

When your physician releases new lab results they may send you a note attached to your results or a secure patient message to help you understand the significance of the lab result. They may also recommend that you make a follow-up appointment, provide you with additional instructions or ask you to call the office to discuss your lab results.

Can I email my doctor through MyChart?

MyChart is not an email system, but you are able to securely send a message to your physician through MyChart by making a Medical Advice Request. MyChart should not be used to communicate immediate medical concerns to your doctor.

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. MyChart should not be used for urgent situations. Contact an immediate care center or emergency room if the situation requires immediate attention.

Dial 911 if you have an emergency.

How will I know if I have a message in MyChart?

You will receive an email notification to view information on MyChart.

How is MyChart secure?

All communication between you and Norton Healthcare using MyChart is carried over a secure, encrypted connection. Encryption means the information is encoded in such a way that no one can read it during transmission. Also, your health records are stored behind a firewall to prohibit unauthorized access.

In addition, MyChart access requires a unique username and password that you create.

MyChart is owned and operated by Norton Healthcare and is fully compliant with federal and state laws pertaining to your privacy. Your name and e-mail address will be kept private and confidential and will never be sold or released by MyChart.

I was logged out of MyChart. What happened?

We protect the 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. 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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