MyChart FAQs

Most Frequently Asked Questions About MyChart

 

Getting Started on MyChart

 

Account Activation Issues

 

Account Sign In Issues

 

Account Information

 

Your Medical Record

 

Messaging within MyChart

 

Troubleshooting Video Visits with Adobe Media Server

*Please note: MetroHealth's virtual care service is available to residents in Ohio. Only patients with an established relationship with a MetroHealth provider may use the telemedicine service.

 

MyChart For My Family/Accessing Another Person's Account

 

Scheduling and Appointments in MyChart

 

MyChart Mobile

 

Technical Questions

 

What is MyChart?

MyChart gives you online access to your medical record. Whether you’re at work, on the road, or at home, you can view test results, messages from your doctor, and your key medical information.

You can even access your family’s records and schedule your next appointment online.

Is there a fee to use MyChart?

MyChart is a free service offered to our patients.

How do I sign up?

Request a MyChart account online or ask to be signed up during your next visit. 

Who do I contact if I have further questions?

If you have questions, you can email [email protected] or call 216-778-8801 Monday - Friday, 7 a.m. - 7 p.m to speak with the MyChart support desk. Remember, MyChart is NOT to be used for urgent needs. For medical emergencies, dial 911.

I have a MyChart account at another health care organization. Can I link my MetroHealth MyChart account to the other account?

Yes. You can use the Link My Accounts menu to link all of your MyChart accounts. This allows you to access all of your accounts with one username and password.

I have an Activation Code. How do I activate my account?

Access the MyChart login page and click Sign Up Now. On the Activate Your MyChart Account page, enter your Activation Code and fill out the prompts.

Can you send me a new access code as I have lost it, let it expire or did not receive it?

You can request a new code here and after we verify your information, an activation link will be emailed to you.

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

For your security, your access code expires after 60 days and is no longer valid after the first time you use it. If you still have problems, contact MyChart Support at [email protected] or you can call 216-778-8801 Monday - Friday, 7 a.m. - 6 p.m.

Are my activation code and my MyChart Username the same thing?

No, your access code is not your MyChart ID or password. It is a 15-digit code used the first time you access MyChart.(The code will expire after you have used it or after 60 days). When you log into MyChart the first time, you will then be asked to create your own unique MyChart ID and password.

Are my activation code and my MyChart Password the same thing?

No, your activation code is not your MyChart Password. It is a 15-digit code used the first time you access MyChart.  The code will expire after you have used it or after 60 days. When you log into MyChart the first time, you will then be asked to create your own unique MyChart ID and password.

I forgot my MyChart Username. What should I do?

Click the Forgot MyChart ID link on the sign-in page to recover your MyChart Username.

I forgot my MyChart Password. What should I do?

Click the Forgot Password link link on the sign-in page to recover your MyChart Password.

My account is disabled. What should I do?

Please call 216-778-8801, Monday - Friday, 7 a.m. - 7 p.m. 

You must call the MyChart support desk to reactivate your account. This is done for your protection.

If I want to change my e-mail or my password, what should I do?

Options to change your e-mail and password are found under the Preferences tab after you log into MyChart.

If my mailing address, phone number, or email address is incorrect, what should I do?

Visit the "Personal Information" menu.  Click the Edit link in the Contact Information section to revise your mailing address, phone number, or email address. 

Can I change when or how I receive my appointment reminders and other email notifications?

Visit the Communications Preferences menu. There you can choose which types of notifications you would like to receive. 

How do I add a photo or change the background color to my MyChart account?

Visit the Personalize menu, then click the Edit button.  Or simply click on the box with your name in the top right-hand corner, and click Add your photo. 

Can I pay my bill using MyChart?

You can pay your bill in MyChart. You will see a message alert on your home page if you have an outstanding bill.  You can click the alert to pay the bill. You can also view your bill by visiting the Billing Summary menu. Once you are on the Billing Account Summary page, Click Account Detail or See More Payments to see more information about a particular account. 

Can I share my medical records with a third-party application/outside program (app)?

You may share your health information from your MyChart account to other third-party applications. When you give permission to a third-party application to access your MyChart record, the application may have access to ALL of your personal data contained in MyChart.

MetroHealth does not review, endorse, or recommend the use of any third-party applications. MetroHealth also is not responsible for any harm or damages that result from the selection of a third-party application or from the download or transmission of information to a third-party application.

How do I enable information sharing with a third-party application/outside program (app)?

To permit information sharing:

  1. Choose an app you wish to share your health info with OR respond to an app requesting you to share your health info.
  2. Read the app's Terms & Conditions.
  3. Follow the app's instructions.
  4. At the MyChart login screen, enter your user ID and password to allow health information sharing with the app.
  5. Return to the app to complete any remaining steps.

How do I revoke information sharing with a third-party application/outside program (app)?

To revoke information sharing:

  1. Visit the Linked Apps and Devices menu.
  2. In the Services Accessing My Account section, locate the app link you wish to remove.
  3. Click the Remove Access button 

When can I see my test results in MyChart?

Your test results are released to your MyChart account after your provider has reviewed them. Many test results are available within 3 days. Please note that some test results may be released before your provider can review them. In this case, always check the “notes” section for updates from your provider about values, concerns, etc. If you do not see a result in MyChart that you are looking for or if you have questions about a result, contact your clinic directly.

Why are certain test results not shared electronically via MyChart?

Your provider is able to determine which types of test results are able to be accessed through MyChart. Further, some tests of a very sensitive nature are not released to MyChart.

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

Your MyChart information comes directly from your electronic medical record at your doctor's office. Ask your doctor to correct any inaccurate information at your next clinic visit. You can also submit a formal chart correction request by following the steps here.

Can I see my medical records from other health care systems that use MyChart?

Yes. Through health information exchange initiatives such as Care Everywhere and MyChartCentral, you can link your MetroHealth MyChart account to other MyChart accounts for a complete list of your health information and care team. Please note that not all MyChart health systems are using this feature and may vary. Contact your specific health system in question for details.

Can I receive a complete medical history through MyChart?

Visit the Sharing Hub menu.  Click the best option and follow the prompts. 

If I send a message to my health care team, when can I expect a reply?

You should receive a response within 2 business days. Please note that MyChart should not be used for urgent situations.  Always call 911 for emergencies.

How do I contact Customer Service?

Visit the Messages menu.

Click to start a new message, and select the customer service option. 

How to get Medical Advice?

Visit the Messages menu.

Click to start a new message, and select the option to get medical advice.  Providers display who you have seen in the past 3 years.

As a reminder, this tool is used to communicate with your provider for non-urgent follow-up medical advice. Always call 911 for emergencies. 

Can I send my health care team a photo?

Yes. If you believe a photo of a medical condition or scan of a document (such as doctor's orders from another provider or emergency room) will help your care team better understand a health issue, you can attach it to your medical advice request.

  1. Under the Messaging tab, click Get Medical Advice.
  2. Select which provider's office should receive the request, specify the subject of the message and write a note.
  3. Click the Browse button next to the words "Attach an image."
  4. You may attach up to 4 files. Allowed file types are GIF, JPG, PNG, TIFF, BMP, TIF and PDF. The maximum file size is 1000 KB.
  5. Once the image loads, add a label such as ("cut on left knee").
  6. Click send

Can I provide a non-Metrohealth provider a copy of my medical record?

Visit the Messages menu.

Click to start a new message, and select the option to get medical advice.  Providers display who you have seen in the past 3 years.

In the compose window, click the "Attach" icon.

You may attach up to 4 files. Allowed file types are GIF, JPG, PNG, TIFF, BMP, TIF, PDF, JPEG, and DOCX. The maximum file size is 10 MB (10,000 KB). 

Can I access a family member's health record or request appointments for a loved one in MyChart?

Yes. This is called Proxy access and it allows a person to log into his or her personal MyChart account and then view information regarding a family member. Learn more here. 

Who can get Proxy access?

Parents, spouses, adult children, and other types of caregivers may be granted full access to the MyChart account of a loved one following approval by our staff.

Parents commonly use this feature to view their children's medical records for immunizations, requesting appointments, and sending messages related to their children.

Adult children can use this feature to stay informed of, and participate in, an elderly parent's health care.  Learn more here. 

How do I get/give Proxy access?

Request access here.

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

No, but you can ask questions regarding a family member once you have proxy access over them. 

Be sure to access the MyChart account of the MetroHealth patient for whom you wish to make appointments, get medical advice or view records first, before asking questions. This ensures that the correct information is placed in the correct medical record. Otherwise, medical care could be jeopardized.

Can my spouse and I share one MyChart account?

Due to the sensitive nature of medical record information, each adult must establish their own MyChart account. However, you can grant proxy access to your spouse.

I'm having trouble preparing for a video visit, what can I do?

Visit our Virtual Visit webpage

I would like an appointment sooner than I already have

If you would like to have an earlier appointment than the one already scheduled, you may add your future appointment to the wait list. This currently is available for most future appointments. You will be notified by MyChart or the clinic when an earlier appointment date/time becomes available.

  1. Go to the Visits menu.
  2. Select the appointment you would like an earlier date or time for by clicking on it. 
  3. Select the "Click here to get on the wait list for this visit" link.

This appointment is now on the wait list for an earlier appointment if one becomes available.  This is a good time to make sure your mobile phone number is correct, and that you are opted in for Wait List Offers.  Visit the Communication Preferences menu to verify both. 

What do I do when I receive notification that I have an offer for an earlier appointment?

Patients who have requested to be notified when an earlier appointment becomes available (wait list) will receive a notification when an earlier appointment offer is available. You may accept the new appointment and it will be changed to the new date/time or decline or ignore the offer to wait for another appointment offer. The offer may be made to multiple people at a time and is awarded to the first person who accepts it. Offers will be made at approximately 7:40 PM and expire the next morning at 6:30 AM.

I received an alert that I have a new scheduling ticket, what do I do?

A Scheduling Ticket allows you to schedule an appointment when your provider orders clinical care for you.  You will see a message alert on your home page if you have a new scheduling ticket.  You can click the alert to schedule the appointment.   You can also schedule it from Visits menu, then click the Schedule an appointment button.  From there you can select which appointment you would like to schedule.

How do I use MyChart from my mobile device?

The MyChart mobile app is available for download for Apple and Android devices.  You can also use a mobile web browser to access MyChart. 

Does MyChart Mobile have the same features as MyChart on the web?

Yes, the MyChart mobile app offers most of the same features as the web-based version.

How is MyChart secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure activation codes, personal usernames, and passwords. Each person controls their password, and the account cannot be accessed without that password. Unlike conventional e-mail, all MyChart messaging is done while you are securely logged on to our website.

What is your Privacy Policy?

MyChart is owned and operated by Epic Systems Corporation.  View the privacy policy or our Terms & Conditions on our website. 

I was logged out of MyChart. What happened?

We aim to protect your 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 of MyChart. We recommend that you log out of your MyChart session if you need to leave your computer for even a short period of time.

What do I need to use MyChart?

Either use the MyChart mobile app or a computer with access to the internet.  Visit Computer/Browser Requirements to view additional requirements for computer access. 

MyChart International Usage

To ensure your privacy and comply with the organization’s security parameters, international usage of MyChart may be restricted based on IP addresses. The following countries allow MyChart access (subject to change):

  • AT - Austria
  • AU - Australia
  • BE - Belgium
  • CA - Canada
  • CH - Switzerland
  • CZ - Czech Republic
  • DE - Germany
  • DK - Denmark
  • ES - Spain
  • FI - Finland
  • FR - France
  • GB - United Kingdom
  • HU -Hungary
  • IE -Ireland
  • IL - Israel
  • IN -India
  • IT -Italy
  • JP -Japan
  • LB -Lebanon
  • LU - Luxembourg
  • MX -Mexico
  • NL -Netherlands
  • NO -Norway
  • NZ -New Zealand
  • PL -Poland
  • PT - Portugal
  • SE -Sweden
  • US -United States
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