MyNortonChart and eCare Help

MyNortonChart Frequently Asked Questions

With MyNortonChart, you have access to personalized and secure online access to portions of your electronic medical record. It enables you to securely use the Internet to help manage and receive information about your health. With MyNortonChart, 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 from your provider
  • And more

MyNortonChart may be used for routine communication with your health care provider’s office but is not intended to replace office visits. 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.

IF YOU ARE EXPERIENCING AN URGENT MEDICAL PROBLEM, CALL 911 OR GO TO AN EMERGENCY ROOM.

An email address is not required, but preferred. When new information is sent to your MyNortonChart account, you will receive an email to let you know that new information is available.

There are three ways to gain access:

  • At your next visit with a Norton Healthcare provider, you will receive a MyNortonChart activation code on your After-Visit Summary. 
  • Call (502) 629-8766 to request a MyNortonChart activation code. 
  • Request your MyNortonChart activation code online.

You will generally receive an answer within one to three business days. MyNortonChart should not be used for urgent situations. If your situation requires immediate attention, visit a Norton Immediate Care Center or emergency room.

Dial 911 if you have an emergency.

When your provider releases new lab results, he or she may attach a note to your results or include a secure patient message to help you understand the significance of the lab results. Your provider also may 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.

MyNortonChart information comes directly from your electronic medical record. Ask your provider to correct any inaccurate information during your next visit. Your health information is reviewed and updated in the electronic medical record during each visit.

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

Yes, you can schedule or request an appointment online, and view your past and upcoming appointments.

You also can cancel appointments online. As a courtesy to our staff and other patients, we ask that you provide at least 24 hours’ notice if you need to cancel or reschedule an appointment. If your appointment is less than 24 hours away, you will need to call your provider’s office to cancel or reschedule your appointment.

When your provider releases new lab results, he or she may attach a note to your results or include a secure patient message to help you understand the significance of the lab results. Your provider also may 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.

MyNortonChart is not an email system, but it does allow you to securely send a message to your provider by selecting Request Medical Advice and writing and sending your message. MyNortonChart should not be used to communicate urgent medical concerns to your provider. If your situation requires immediate attention, visit a Norton Immediate Care Center or emergency room. Dial 911 if you have an emergency.

You will receive an email notification to go to your MyNortonChart account to view new information.

You can view other family member's medical records only if you have been granted proxy access to the person’s MyNortonChart account.

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

Proxy access is important for minor children (under age 18), who are not legally allowed to view their medical records online. A parent or guardian must use proxy access to view the child's medical records via MyNortonChart. Parents can request proxy access to their children’s records through their own MyNortonChart account or by sending an email to mycharthim@nortonhealthcare.org or call (502) 629-8766. Proxy access to a child’s account ends automatically when the child reaches age 18.

To access an adult’s record, that person must grant proxy access to you.

You should not. Communicating about another individual's information using your MyNortonChart 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.

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 MyNortonChart account.

We have updated our security settings to provide stronger encryption to further protect your health information. Some web browser versions and types of mobile devices may be unable to access this site. If you have issues with access, we recommend that you upgrade your web browser to a newer version or use a different web browser. If you are using a mobile device to access the MyNortonChart app, make sure that your MyNortonChart app is updated with the latest version from the App Store.

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

To reset your password, click the "Forgot Password?" link on the sign-in page.

Log into MyNortonChart. Click on the Preferences tab and select the appropriate option.

An electronic visit, or eVisit, lets you communicate online with a Norton eCare provider 24 hours a day, seven days a week, without going to the office. An eVisit does not allow for face-face interaction with a provider. When requesting an eVisit, you will fill out an online questionnaire and receive a telephone call from a Norton eCare provider to discuss your symptoms. Our providers will use the information you provide to care for you. To request an eVisit, you must:

  • Have a MyNortonChart account
  • Be age 18 or older
  • Live in Kentucky
  • Have been seen by a Norton Healthcare provider within the past three year

You may request an eVisit only for advice on nonurgent conditions. If you have an urgent need to speak with or see a medical provider, call your health care provider, go to the nearest emergency room or call 911. For medical emergencies, always call 911 immediately.

Yes. However, you must be at least 18 years old, have your own MyNortonChart account, live in Kentucky and remain in Kentucky for the duration of the visit.

No. Patients must request their own eVisits. Further, only patients who are at least age 18, have their own MyNortonChart account, are a Kentucky resident and will remain in Kentucky for the duration of the visit may participate in an eVisit.

Due to state regulations, only Kentucky residents may use eVisits at this time. For this reason, eVisits are available only to individuals who live in Kentucky and will remain physically located within Kentucky for the duration of the visit.

If you are age 18 or older and experiencing minor, nonurgent symptoms such as cough, diarrhea, red eye, sinus problems, vaginal discharge/irritation and urinary problems, an eVisit is appropriate. If your symptoms are severe or you have an urgent need to see a medical provider, an eVisit is not right for you.

No. Do not request an eVisit for complex, emergency or urgent situations. If you are experiencing an urgent medical condition, call your health care provider, call 911 or go to the nearest emergency room. The following are some examples of medical emergency symptoms that need immediate attention:

  • Chest pain or pressure
  • Difficulty breathing or shortness of breath
  • Unresponsive, confused or weak
  • Allergic reaction with trouble breathing
  • Severe abdominal pain
  • Severe headache
  • Injury with loss of consciousness or bleeding that won’t stop
  • Sudden change in speech, numbness or sudden change in vision
  • Suicidal thought

The care during your eVisit will be provided by a Norton eCare provider located in Louisville, Kentucky.

Typical response time for a phone call from a Norton eCare provider is within four hours of submitting your online questionnaire. The response will appear in your MyNortonChart inbox with instructions to access your visit summary and treatment recommendations. If your symptoms worsen, call your Norton Healthcare provider.

An eVisit costs $40. This fee will be preauthorized with the credit card you provide. If a Norton eCare provider is unable to treat you for your condition, you will not be charged. At this time, Norton Healthcare will not bill insurance for an eVisit unless this is an agreed upon benefit under your insurance plan.

Your Norton eCare provider will review your medical record and eVisit responses and provide a treatment plan. You may be prescribed medications, but no narcotics or controlled substances will be prescribed. You must be a Kentucky resident to receive a prescription with an eVisit. Refills for current medications cannot be provided at this time. You will need to call your provider for medication refills.

At this time, eVisits are available only through the MyNortonChart website, not the app. You must use a computer, not a mobile device, for your eVisit.

Using a computer, log in to your MyNortonChart account and click on the Visits tab. Select eVisit under eCare in the dropdown list.

Once you have submitted your request, you will be unable to cancel it. The request is sent to one of our Norton eCare providers, who will review the information and develop a response.

In some cases, the Norton eCare provider may determine that an eVisit is not right for you and may recommend that you see a provider in person. If your eVisit is not completed you will receive a refund.

If you have questions about your eVisit, you can send a secure message to a Norton eCare provider through MyNortonChart. If your symptoms don’t go away or get worse, call your provider. If your symptoms become severe, call 911 or go to the nearest emergency room.

A video visit allows you to have a secure, face-to-face online visit with a Norton eCare provider. The provider may give you a treatment plan, prescribe medications or, if necessary, recommend that you see a provider in person. You must have a MyNortonChart account to schedule a video visit.

You may request a video visit if you will be located in Kentucky or Indiana for the duration of the visit. Video visits are available for adults and children age 2 and older. Video visits can be requested on behalf of a dependent if you are the parent or legal guardian, have proxy access to the dependent’s MyNortonChart account and will be present during the visit.

You must have a MyNortonChart account and proxy access to your dependent’s MyNortonChart account. To request proxy access, log in to your MyNortonChart account and go to the Messaging tab. Select Request Family Access from the dropdown menu, then click on the “Request access to a minor’s record” link. Enter the required information about your dependent and click Submit Request. Your request will go to Norton Healthcare’s medical records department.

A representative may contact you at the phone number you provide to request more information. When proxy access has been granted, you will receive notification in your MyNortonChart inbox. Once you have proxy access, you will be able to request a video visit for your dependent.

Due to state regulations, a video visit may be completed only in Kentucky or Indiana at this time. Because of this, a video visit is available only to individuals who are physically located within Kentucky or Indiana for the duration of the visit.

Video visits are appropriate for nonurgent health concerns in adults and children age 2 and older who will be located in Kentucky for the duration of the visit. Video visits also are available for breastfeeding support.

Commonly treated conditions for adults: allergies, cold and flu, cough, fever, insect bites, nausea, vomiting, diarrhea, red eye, skin rashes, sore throat and urinary tract infections.

Commonly treated conditions for children age 2 and older: head lice, red eye, seasonal allergies and skin rashes.

No. Video visits are not for complex, emergency or urgent situations. If you are experiencing an urgent medical condition, call your provider, call 911 or go to the nearest emergency room. The following are some examples of medical emergency symptoms that need immediate attention:

  • Chest pain or pressure
  • Difficulty breathing or shortness of breath
  • Unresponsive, confused or weak
  • Allergic reaction with trouble breathing
  • Severe abdominal pain
  • Severe headache
  • Injury with loss of consciousness or bleeding that won’t stop
  • Sudden change in speech, numbness or sudden change in vision
  • Suicidal thought

Our Norton eCare providers accept video visits 24 hours a day, seven days a week. You may request a video visit up to 48 hours in advance.

A video visit costs $40. This fee will be preauthorized with the credit card you provide. If a Norton eCare provider is unable to treat you for your condition, you will not be charged. At this time, Norton Healthcare will not bill insurance for a video visit unless this is an agreed upon benefit under your insurance plan.

The Norton eCare provider you communicate with during your video visit will review your medical record, if available, and provide a treatment plan. You may receive a prescription for medications, but no narcotics or controlled substances will be prescribed. You must be a Kentucky or Indiana resident to receive a prescription with a video visit. Refills for current medications cannot be provided at this time. You will need to call your provider for medication refills.

A video visit requires a desktop or laptop computer with a webcam, microphone and the most recent version of Adobe Flash Media. Make sure all the required devices are connected properly and Adobe Flash Media is installed. Once you schedule your appointment, you will be able to test your equipment. If you are not hearing sound, check the volume levels on your computer and make sure your sound is not muted.

Yes. You must have the MyChart app, which is available for Android and Apple devices.

From a computer: Log in to your MyNortonChart account, click on the Visits tab and select. Video Visit from the Norton eCare dropdown list. For advice and guidance about breastfeeding, select Video Visit – Breastfeeding Support.

From a smartphone or tablet: Log in to your MyChart app. Go to Schedule Appointment and click Video Visit.

Yes, but you will not be able to cancel your visit online. You must call the Norton Healthcare Access Center at (502) 629-8766 to cancel or reschedule your video visit.

After you schedule your video visit, you will receive appointment instructions through MyNortonChart. We recommend that you have your video visit in a place that is private enough for you to comfortably discuss your health questions with the Norton eCare provider.

Once you schedule your appointment, you will be able to test your equipment. Make sure all required devices are connected properly and that Adobe Flash Media is installed. If you are using a mobile device, check your privacy settings to make sure you have granted MyNortonChart access to your camera and microphone. If your connection is lost in the middle of the visit, the Norton eCare provider will call you at the telephone number you provide at the beginning of the video visit.

Make sure your volume is turned up and that you have not muted your microphone. If you are using a mobile device, the volume buttons are on the left side. Check your privacy settings to make sure you have granted MyNortonChart access to your microphone.

If you are on a computer, make sure the most updated version of Adobe Flash Media is installed. If you are on a mobile device, try pressing the “flip camera” button on your screen. Press the button again to return to normal view. Check your privacy settings to make sure you have granted MyNortonChart access to your camera.

In some cases, the eCare provider may not be able to complete your video visit and may recommend that you see a provider in person. If your video visit is not completed, you will receive a refund.

If you have questions about your video visit, you can send a secure message to a Norton eCare provider through MyNortonChart. If your symptoms don’t go away or worsen, call your Norton Healthcare provider. If your symptoms become severe, call 911 or go to the nearest emergency room.

All communication between you and Norton Healthcare using MyNortonChart 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, MyNortonChart access requires a unique username and password that you create. MyNortonChart is owned and operated by Norton Healthcare and is fully compliant with federal and state laws pertaining to your privacy. Your name and email address will be kept private and confidential and will never be sold or released by MyNortonChart.

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

Your secure MyNortonChart login ID and password, a computer connected to the internet, an up-to-date browser or access to the MyNortonChart mobile app on a mobile device.

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 or call (502) 629-8766 to request a new one.

No. Your activation code is not your MyNortonChart username or password. You will use the activation code only once when you log in to MyNortonChart for the first time. The code will expire after you use it or 60 days from the date of your office visit. When you log in to MyNortonChart for the first time, you will then be asked to create your own unique MyNortonChart username and password.

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