MyChart Frequently Asked Questions

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

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General/Enrollment Questions

MyChart offers patients personalized and secure online access to portions of their medical records. It enables you to securely use the Internet to help manage and receive information about your health. With MyChart, you can use the Internet or mobile device to:

MyChart is a free service offered to our patients

You need access to a computer connected to the Internet and an up-to-date browser (such as Internet Explorer). You can also download the MyChart app for your smart phone.

For iPhone and iPad: Visit the iTunes app store to download the MyChart app. Then select WellStar Health System as your provider. The app is also available for Android.

You must have an existing patient record at WellStar to be able to use MyChart. Once you have had a visit at a WellStar facility, you can request an activation code from a clinical or front desk staff member.

At your next visit, please ask your caregiver for a MyChart actiivation code. The staff will gladly assist you in setting up your personal WellStar MyChart account.

MRN is short for Medical Record Number. This number is an nine-digit number including any leading zeros. It is a unique number assigned to you when you first see a doctor at WellStar. You can find your MRN on your bill statement, after visit summary, appointment schedule reminder, and appointment reminder letter.

MyChart Proxy Access gives the parent(s) or legal guardian of a minor child access to parts of the child’s medical record. It also gives the legal guardian or caregiver of an adult access to parts of the adult’s medical record.

To ensure patient privacy, Proxy Access is approved and processed through the WellStar MyChart Support Coordinator or your provider's office. Parents or caregivers should use the Child Proxy Access Form for minor children age 0 to 17, the Teen Plus Proxy Access for patients age 12 to 17 which gives full access to your child's chart and is available when the request is made in person during a visit, and only with your child's permission (per Georgia State and Federal law), or the Adult Proxy Access Form for adult patients and submit to the MyChart Help Desk (see fax and mail address on form).

Click on the appropriate proxy hyperlink(s) to print off the necessary form(s).

Please note that additional supporting documents may be needed, such as proof of guardianship.

If you are a WellStar patient with a MyChart account: When Proxy Access has been approved, you will receive a message via your MyChart account with instructions for obtaining access to the patient’s MyChart account.

If you are not a WellStar patient: When Proxy Access has been approved, you will receive an email with an activation code and instructions for obtaining access to the patient’s MyChart account.

The MyChart Proxy Access service allows a parent, guardian, or other authorized caregiver to log into their personal MyChart account, and then connect to a family member's information.

This is not recommended. MyChart offers direct access to your personal health record. Communicating about another individual's information would be placed in your health record, too. This information would not appear in the correct health record and could potentially jeopardize medical care.

You can obtain your medical records by contacting the WellStar’s Release of Information Department at 770-810-8880.

Medical Question?

  • For immediate medical assistance please call 911
  • Billing Question?

  • If you have questions or concerns regarding your account, please contact our Customer Service Department at 470-245-9998
  • MyChart Question?

  • Once you have been seen by a WellStar provider who is "live" on WellStar Connect, the MyChart Service Desk is available to help you with your MyChart Account. Service desk hours are Monday through Friday, 8:30 a.m. to 5:00 p.m.
  • Phone: 470-644-0419 Fax: 770-999-2306 Email: mycharthelp@wellstar.org
  • We want to hear from you! To provide your feedback, please login to your MyChart account to complete our Feedback survey



    Care For A WellStar Patient?

    If you manage the care of a WellStar patient please review:

    This information may be helpful to you:

  • What is a proxy?
    • The term "proxy" means someone who has access to a MyChart account that is not their own.
  • When do I need a proxy?
    • Right Now! Without proxy access a family member or care giver would not be able to contact the MyChart help desk to request password assistance to their loved ones MyChart account.
  • When should I request proxy access??
    • MyChart Adult Proxy Access gives adult family members and care givers access to an adult patients MyChart record (with their permission). Both parties must sign the adult proxy form in order to receive adult proxy access.
  • These forms may be helpful to you:

  • Adult Proxy Form
  • ROI Authorization Form
  • ROI Authorization Form - Espanol
  • Ammendment Form
  • This information may be helpful to you:

  • What is a proxy?
    • The term "proxy" means someone who has access to a MyChart account that is not their own.
  • What is MyChart Child Proxy access
    • MyChart Child Proxy access gives the parent(s) or legal guardian of a minor child access to parts of the childs medical record.
  • What can I see if I am granted Child Proxy access?
    • 1. If the child is 0-11 the parent/legal guardian is granted full access to their child's MyChart record.

      2. If the child is 12-17 the parent is granted limited access to their child's MyChart record (the parent can only view immunizations and schedule appointments).

      3. When the patient turns 18 the parents/legal guardians proxy access will automatically be revoked, as the child is now an adult.

  • What is Teen Proxy access?
    • Teen proxy access allows parents/legal guardians to obtain Full access to your child’s MyChart information (age 12-17). The teen must be counceled by a clinincal staff member at an office visit, and be given the oportunity to authorize or deny proxy access to their parent/legal guardian. Both Teen and Proxy Must sign a Teen proxy authorization form in person at a WellStar facility. MyChart authorizations from minors will expire on the child’s 18th birthday.
  • What can I see if I am granted Teen Proxy access?
    • Parent/legal guardian will have full access to their teens(12-17) MyChart record.

      Note: Teen Plus Proxy authorization forms can not be emailed/faxed to the patient/proxy. It can only be filled out during an office visit.

  • These forms may be helpful to you:

  • Child Proxy Form
  • This information may be helpful to you:

  • I am a aunt, uncle, grandparent, close family member of a child. Can I have proxy access to their MyChart record?
    • Child proxy acces is only granted to a parent/legal guardian of a minor. If you a legal guardian you must submit legal proof of guardianship to be granted child proxy access to that child Mychart record.
  • This information may be helpful to you:

  • What is a Power of Attorney/Health Care Agent?
    • A person appointed by a patient in an advance directive to act for and on behalf of the patient and to make decisions related to consent, refusal or withdrawal of any type of healthcare and decisions related to autopsy, organ donation, and final disposition of a patient’s body when the patient is unable to or chooses not to make these decisions for himself/herself.
  • When do I need a Power of Attorney/Health Care Agent?
    • Advance care planning (ACP) is a process of communication between an individual and his/her Health Care Agent(s) and healthcare providers to discuss and reflect on personal values and preferences regarding health care. It is also a process of planning for future healthcare decisions in the event that the individual loses the ability to make his/her own decisions or express his/her values and preferences. During this process, an individual may choose to complete an Advance Directive for Healthcare. An Advance Directive for Healthcare is a legal document in which an individual may choose to:

      1.Designate a Healthcare Agent to make decisions for him or herself when he/she is unable to do so

      2.And / Or make some of his/her treatment preferences known

  • What is an Advanced Directive?
    • A written document voluntarily executed by an adult person with decision-making capacity that specifies a healthcare agent (HCA), treatment preferences, and/or guardianship. Advance directive forms include any of the following: living will, Durable Power of Attorney for Healthcare and the Georgia Advance Directive for Healthcare. These forms can be found in our advance care planning packets and on our website: WellStar Advanced Care Planning. Within your MyChart account, you can upload documents related to your advanced care planning for review. Upon submission, your document(s) will be routed to the appropriate team to review your submission. For detailed steps, please review our tip sheet here; ***. If you have any questions about advance care planning, please call our Advance Care Planning Facilitator, Amy Bocchino, at 470-956-5812 or the Ethics Program at 470-956-6475.
  • This information may be helpful to you:

  • How do I get a MyChart activation code?
    • Patients can get a Mychart activation code:

      1. During any WellStar facility visit

      2. From the wellstar mychart website https://mychart.wellstar.org/MyChart/signup

      3. By calling the MyChart Help desk at 470-644-0419

  • Does MyChart ever deactivate?
    • Yes.

      1. Death - MyChart will automatically deactivate when a patient is marked as deceased in our system. Once it has been deactivated we cannot reactive your loved ones MyChart account. It is strongly recommended that if you are caring for a family member that you request Adult proxy access to their account to avoid not being able to access their MyChart records.

      2. Upon request - patients can contact the MyChart help desk at 470-644-0419 to deactivate their MyChart account at any time.

  • Is the filling out a HIPAA form at my providers office the same as filling out a proxy form?
    • No. The HIPAA form gives your consent for your clinical staff members to discuss personal information about you with whomever you indicate on that form. That is not the same as giving proxy access to a family member to have full access to your past and present medical records.


  • Tip Sheets

    Take advantage of our tip sheets created just for our patients to quickly answer your questions.



    Technical Questions

    Words appearing in a light blue are hyperlinks to more information. Hyperlinks appearing under the Current Health Issues, Medications, and Preventive Care sections take you outside of the MyChart application to web pages that specialize in those topics. Some of these links will bring you directly to the specific topic while others will allow you to conduct your own search on a WellStar-approved website. If you wish to return to MyChart, simply select the "X" or close window icon in the upper right corner of the screen.

    The "Last Done" hyperlinks in the Preventive Care section stay within MyChart and provide a list of dates that the Preventive Care procedure was conducted.

    Two Factor Authentication is an extra layer of protection for your online account. This is to ensure that the person accessing your account is the appropriate person. When you opt-in for this feature, you will be prompted to enter the verification code sent to the email on the MyChart account.

    The verification code will expire after 20 minutes. You will only be required to verify your identity each time you log into a new browser or device.

    At any time, you can opt-out of twofactor authication. By default, your account is not opted-in for this feature.

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    Communicating With Your Care Team

    Please be advised, WellStar's MyChart is intended to communicate with internal providers only. IF YOU ARE EXPERIENCING AN URGENT MEDICAL PROBLEM, CALL 911 OR YOUR PHYSICIAN'S OFFICE IMMEDIATELY.

    There are a few conditions you must meet to message a provider;

  • You must be WellStar patient with an Active MyChart account.
  • You must have had a visit with that provider within the last year.
  • MyChart is not used to communicate medical concerns to your doctor. IF YOU ARE EXPERIENCING AN URGENT MEDICAL PROBLEM, CALL 911 OR YOUR PHYSICIAN'S OFFICE IMMEDIATELY.

    A provider will be available for messaging after you have had a visit with that provider. You can message a provider you have previously seen for up to two years, after this period the provider will not be available for messaging. Your WellStar PCP (Primary Care Provider) will be available to message if one has been documented on your record as part of your care team.

    If the provider you are attempting to message doesn't appear as an option, please call our MyChart Service Desk;

  • Hours: Monday - Friday 8:30a.m - 5:00p.m
  • Phone: 470-644-0419 Fax: 770-999-2306 Email: mycharthelp@wellstar.org
  • Any clinical user can send you a direct confidential message.

    Yes, if you have proxy access to another patient's MyChart account you can send a message on their behalf. When sending this message, you can also select which of your proxies it will be visible to.

    Please contact your providers' office to set up a proxy.

    If you have authorized proxy access to another user for your MyChart account, they can view any message you have sent and received. When you are sending a message, you have the option of selecting which of your proxies can view that message.

    You can send:

  • Non-urgent Medical Questions
  • Prescription Questions
  • Test Result Questions
  • Visit Follow-Up Questions
  • Referral Requests
  • Please review our Terms and Conditions for WellStar's MyChart here

    Patient messages will route to the intended providers' clinical pool where the message will be triaged or directed to your provider.

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

    The current turn-around time for patient messages is approximately two days. If you feel you have not received a response within this time frame, please contact your providers' office directly. You can view in your 'sent' messages folder if your message has been read by clinical staff. Messages that have been read are marked with an 'eye' icon.

    If you have been able to message a provider previously and can't now, please consider the following:

  • Is this a WellStar provider?
  • Have you had a visit with the provider within the past year (365 days)?
  • If both are true, please call our MyChart Service Desk;

  • Hours: Monday - Friday 8:30a.m - 5:00p.m
  • Phone: 470-644-0419 Fax: 770-999-2306 Email: mycharthelp@wellstar.org
  • Yes, when your physician releases new test results, they may send you a note attached to your results or a secure patient message to help you understand the significance of the test result. They may also recommend that you make a follow-up appointment, provide you with additional instructions, or your provider may ask you to call his or her office to discuss your test results. Be sure to login to MyChart often to check for new information.

    MyChart is not an email system and we do not recommend sending any confidential information through standard Internet email due to security concerns. You will be asked to provide your email address so that you can receive email notifications to log on to MyChart whenever new information is available.



    Results

    Please be advised, WellStar's MyChart is intended to communicate with internal providers only. IF YOU ARE EXPERIENCING AN URGENT MEDICAL PROBLEM, CALL 911 OR YOUR PHYSICIAN'S OFFICE IMMEDIATELY.

    You can only review your results from within your MyChart Web or Mobile account. Click on the "Health" menu and select the "Test Results" link. On the "Test Results" page, click anywhere within the row to display the results for that test.

    Depending on the type of lab/procedure performed, will determine when your results will release to your MyChart account. It may take several days or even weeks for certain tests to be resulted. If you feel that your test results should be available but you don't see them in MyChart, it is best to call your Primary Care Physician’s office to discuss the test results.

    Result Type Release
    Pathology/Cytology Automatically, 7 days after result is marked 'FINAL'
    Sensitive (HIV, Genetic Testing) Manually released by provider
    General Automatically, 4 days after result is marked 'FINAL'

    A final result is complete and filed. An edited result is one that has been received and edited by the physician or entered manually by the office personnel. A pending result is one that might not be completed yet; i.e. the total lab might have five different result components but only four have been completed.

    A paper lab result may have been scanned into your Medical Record. Scanned results cannot be viewed through MyChart. It is best to message your provider via MyChart to discuss any questions you may have about a particular result.

    Radiographic images are not transmitted through MyChart at this time. You can obtain copies of radiology images (X-Rays or CT Scans for example) by contacting the office where your images were taken.

    Test results in your MyChart account are released at the discretion of the ordering physician. If you do not see test results in MyChart, please call the ordering physician’s office and request the release of your information, or discuss it with your physician during your next visit. Your physicians are not under any obligation to release results to MyChart.



    Billing - Manage Your Medical Finances

    Please be advised, WellStar's MyChart is intended to communicate with internal providers only. IF YOU ARE EXPERIENCING AN URGENT MEDICAL PROBLEM, CALL 911 OR YOUR PHYSICIAN'S OFFICE IMMEDIATELY.

    Billing statements will appear after we have received a response from your insurance. There are a few reasons why your billing statements don't appear in MyChart;

  • Third Party services such as; imaging, lab or ED visits will not appear in your MyChart account, these are billed separately.
  • Your account is in bad debt.
  • Charges available in your MyChart account are for services provided by WellStar Health System and its employed physicians. Patients may receive paper bills from other provider groups if those services are not provided by WellStar Health System employed physicians; such as ED visits, lab or imaging tests, or if they are a homecare patient.

    If you have questions or concerns regarding your account, please contact our Customer Service Department at 470-245-9998.



    Medication - Review, Refill and Request Your Prescriptions

    Please be advised, WellStar's MyChart is intended to communicate with internal providers only. IF YOU ARE EXPERIENCING AN URGENT MEDICAL PROBLEM, CALL 911 OR YOUR PHYSICIAN'S OFFICE IMMEDIATELY.

    Prescriptions written by non-WellStar physicians will not appear on your medication list unless they are documented by your WellStar physician in your WellStar Electronic Medical Record.

    You should provide the following information for a prescription renewal:

  • Medication name
  • Preferred pharmacy
  • Number of pills (30 or 90 day supply)
  • Number of refills for the prescription
  • Method by which the renewal should be processed
  • Any new allergies that you have experienced
  • Medications that have been documented - but not prescribed - by a WellStar physician cannot be renewed through MyChart. The "Request a renewal" link won't show up in this case.

    Your Primary Care Physician will document all medications in your electronic medical record. If your Primary Care Physician did not originally prescribe the medications but documented them in your record, you will see "Contact your prescribing provider" in the provider information listed on the medication page. Medications in this category cannot be renewed through MyChart.

    Many people on your health care team are involved with these types of requests. Please do not include personal health information intended for your doctor. A prescription renewal is not a method by which to communicate electronically with your physician on health related matters.

    Every attempt is made to process prescription renewals within 24 hours of receipt during normal business hours. If you submit your request on a weekend or holiday, it will be received and processed the following business day.



    Appointments - View, Cancel and Schedule Your Upcoming and Past Visits

    Please be advised, WellStar's MyChart is intended to communicate with internal providers only. IF YOU ARE EXPERIENCING AN URGENT MEDICAL PROBLEM, CALL 911 OR YOUR PHYSICIAN'S OFFICE IMMEDIATELY.

    These requests are routed to appointment schedulers. Your doctor will not see this information. Please do not include any personal health information when scheduling or cancelling an appointment.

    If you see that you are overdue for a regularly scheduled Preventive Care item please schedule an appointment through the MyChart “Schedule an Appointment” link on the MyChart homepage.



    MyChart Mobile - Access Your Medical Record Anywhere, Anytime

    Please be advised, WellStar's MyChart is intended to communicate with internal providers only. IF YOU ARE EXPERIENCING AN URGENT MEDICAL PROBLEM, CALL 911 OR YOUR PHYSICIAN'S OFFICE IMMEDIATELY.

    Some features are only available via MyChart website portal. To view what features are available for MyChart mobile, please click here to view comparison chart.