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MyChart Frequently Asked Questions

  • What is MyChart?
  • How do I sign up for MyChart?
  • When will I be able to sign up for MyChart?
  • What do I need to use MyChart?
  • Is there a fee associated with using MyChart?
  • What if I need help?
  • What are hyperlinks?
  • I forgot my MyChart ID. How do I get a new one?
  • What is the security question used for?
  • How do I set up or change my security question and answer?
  • How can I update my telephone number in MyChart?
  • How can I update my address in MyChart?
  • Why do I have to have an email address to use MyChart?
  • How can I update my email address in MyChart?
  • How do I get the complete set of my medical records?
  • What is MyChart Proxy Access?
  • How can I get MyChart Proxy Access?
  • How do I view a family member's health record in MyChart?
  • Will my physician contact me through MyChart?
  • How do I communicate my medical concerns?
  • Can I email my physician through MyChart?
  • Can I ask questions regarding a family member from my MyChart account?
  • What is my MRN Number?
  • Why don't all my health issues show up in my MyChart record?
  • My Preventive Care recommendations do not seem applicable to me. What do I need to do?
  • Why is the "Last Done" date on a Preventive Care procedure wrong?
  • Who confirms that my appointment is scheduled or cancelled?
  • Why don't all my medications show up in my MyChart record?
  • What information should I provide for a prescription renewal?
  • Who sees my request for a prescription renewal?
  • How long does it take if I request a prescription renewal through MyChart?
  • Why do some of my medications listed say "Contact your prescribing provider" where the doctor's name should be?
  • Why is the "Request a renewal" link missing for some of my medications?
  • Why are some of my medications missing from the list on the "Request Rx Renewal" page?
  • How do I see my test results?
  • My test result doesn't have any information in it. Why is this?
  • Why do some of my test results have various status descriptions (Final Result, Pending, Edited)?
  • I had a test a week ago but I don't see the results. Why?
  • I see some test results, but not all of them from all of my physicians. Why?
  • Can I see radiology images through MyChart?
  • How do I sign up for MyChart?

    Implementation of WellStar Connect will take place in phases from September 2013 through April 2014. You can sign up for a WellStar MyChart account the next time you visit any WellStar doctor or facility "live" on the system.

    At your next visit, please ask your caregiver when WellStar MyChart will be available to you. Once they are using WellStar Connect, the staff will gladly assist you in setting up your personal WellStar MyChart account.

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    When will I be able to sign up for MyChart?

    You can sign up for a MyChart account when your physician's office goes live with WellStar Connect.

    Click on the links below to see when your office is going live:

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    What is MyChart?

    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:

  • Schedule an appointment
  • View test results
  • Message your doctor's office
  • View immunizations
  • And more!
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    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). 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.

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    Is there a fee associated with using MyChart?

    MyChart is a free service offered to our patients.

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    What if I need help?

    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. You can contact the MyChart Service Desk by phone at 470-644-0419, by e-mail at mycharthelp@wellstar.org, or by fax at 678-509-4235.

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    What are hyperlinks?

    Underlined items appearing in green 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.

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    Will my physician contact me through MyChart?

    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.

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    How do I communicate my medical concerns?

    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.

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    Can I email my physician through MyChart?

    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.

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    Why don't all my health issues show up in my MyChart record?

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

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    My Preventive Care recommendations do not seem applicable to me. What do I need to do?

    Preventive Care procedures are suggested based on your age and gender and in some cases a specific diagnosis you may have. You are encouraged to discuss this information with your Primary Care Physician during your next visit. Your Primary Care Physician can override Preventive Care recommendations that may not apply to your specific situation.

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    Why is the "Last Done" date on a Preventive Care procedure wrong?

    The "Last Done" date on your Preventive Care procedure may not have been recorded if the procedure or test was not performed at a WellStar practice. If you see a date that is inaccurate for a Preventive Care procedure performed at a WellStar practice, please discuss it with your Primary Care Physician at your next visit so the record can be updated

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    Who confirms that my appointment is scheduled or cancelled?

    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.

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    Why don't all my medications show up in my MyChart record?

    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.

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    What information should I provide for a prescription renewal?

    You should provide the following information for a prescription renewal:

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    Who sees my request for a prescription renewal?

    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.

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    How long does it take if I request a prescription renewal through MyChart?

    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.

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    Why do some of my medications listed say "Contact your prescribing provider" where the doctor's name should be?

    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.

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    Why is the "Request a renewal" link missing for some of my medications?

    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.

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    Why are some of my medications missing from the list on the "Request Rx Renewal" page?

    Medications that have been documented - but not prescribed - by a WellStar physician cannot be renewed through MyChart. The medication(s) won't show up on the "Request Rx Renewal" page in this case.

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    How do I view a family member's health record in MyChart?

    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.

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    What is MyChart Proxy Access?

    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.

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    How can I get MyChart Proxy Access?

    To ensure patient privacy, Proxy Access is approved and processed through the WellStar MyChart Support Coordinator. Parents or caregivers should use the Child Proxy Access Form for minor children, or the Adult Proxy Access Form and Adult Proxy Authorization 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.

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

    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.

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    How do I see my test results?

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

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    My test result doesn't have any information in it. Why is this?

    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.

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    Why do some of my test results have various status descriptions (Final Result, Pending, Edited)?

    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.

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    I had a test a week ago but I don't see the results. Why?

    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.

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    I see some test results, but not all of them from all of my physicians. Why?

    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.

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    Can I see radiology images through MyChart?

    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.

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    How do I get the complete set of my medical records?

    You can obtain your medical records by contacting the WellStar’s Release of Information Department at 678-331-6824.

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    What is my MRN Number?

    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.

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    I forgot my MyChart ID. How do I get a new one?

    At the sign-in screen for MyChart, click "Forgot MyChart ID?" You will be asked for your first name, last name, date of birth, and email address. A message with your MyChart ID will be sent to your personal e-mail address on file. You may also call the MyChart Help Line at 470-644-0419. This service is available Monday - Friday, 8:30 a.m. - 5 p.m.

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    What is the security question used for?

    The security question and answer that you set up provides added security if you have forgotten your MyChart password and utilizes the Password Reset utility. You are required to answer your security question before being allowed to make a password change online.

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    How do I set up or change my security question and answer?

    When you set up a new, personal MyChart account you are prompted to choose a security question and input the answer. If you are a patient with an established MyChart account, log into your account, click "Preferences", and then click "Change Password". Scroll down to the bottom of that page to the Security Question section. You will be able to view your current security question if set up, as well as change or establish a new security question and answer.

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    How can I update my telephone number in MyChart?

    Click on the "Preferences" menu and select the "Change Address" link. Make your corrections and click "Accept Changes". A message will be sent to your physician's office with your new information and will then be updated.

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    How can I update my address in MyChart?

    Click on the "Preferences" menu and select the "Change Address" link. Make your corrections and click "Accept Changes". A message will be sent to your physician's office with your new information and will then be updated.

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    Why do I have to have an email address to use MyChart?

    When new information is sent to your MyChart account, you will also get an email to let you know that new information is available.

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    How can I update my email address in MyChart?

    Click on the "Preferences" menu and select the "Change E-mail Address" link. You must enter your new email address twice and then click the "Submit Changes" button. This will instantly update your info in MyChart and your electronic medical record.

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