Topic

Stanford Children's (California)

Agent's Citrix/VPN to Epic

https://go.stanfordchildrens.org/vpn/index.html

Topic

Stanford Children's (California)

Epic Department Name

LPCH HIMS

Patient Portal Technical Support Phone Number (Our phone number)

877-339-9895

MyChart (Patient Portal) Website

https://mychart.stanfordchildrens.org/MyChart/A

"Thank you for calling  , Technical Support"

Stanford Medicine Children's Health MyChart

Mychart Test Account Information

Login ID : tom@test.com

Password: Model123!

SeamlessMD Support number

n/a

MYCHART/CITRIX OUTAGES WORKFLOW

(Please follow this process to report all System, Citrix, or MyChart Issues or Outages ASAP)

Escalating MyChart Issues After Hours (Outside 5 Call 650-498-7500 and have them reach out to th Hours Person ALSO send an email to the Stanford ASAP. During normal business hours, email Produ

IT Support for agents and clinics/ Department

650-498-7500 or 866-287-3768

Patient Portal Technical Support Email address (to us)

Mychart@Stanfordchildrens.org

Topic

Stanford Children's (California)

Main Hospital Website

www.stanfordchildrens.org

Hospital Medical Records Phone Number (not for MyChart issues)

(650) 497-8079 Medical

Records https://www.stanfordchildrens.org/en/pa resources/medical-records

Direct # to HIM

Contact department at (650) 497-8079 for more i discuss options to request medical records.

Patient Relations

(650) 498-4847

If a user has privacy concerns, is there a privacy officer they can contact?

Stanford Children's Compliance & Privacy Officer

Hospital Medical Records Web Page

https://www.stanfordchildrens.org/en/patient-fam resources/medical-records

Billing phone number

800-308-3285 - http://www.stanfordchildrens.org resources/pay-your-bill?

Information to open secure emails

Secure email account: ptp_mychartteam@nuance password is:

PW: Dragon1450!

Interpreter Services provided

Contact the hospital with request

Other patient portals used by Organization (other than MyChart)

Stanford Health Care uses MyHealth Portal, Refer Care Patients to MyHealth Help Desk for assistanc

Topic

Stanford Children's (California)

Is Multilingual Versions available in MyChart? (different language options)

Yes, English and Spanish

Topic

Stanford Children’s

Can we reset patient's password? If no, please explain the process

Yes, after verifying their information. The Password Criteria: 8 - 20 characters,1 upper case, 1 lower case, 1 number, 1 special character

Can we change patient's Username? If no, please explain the process

yes

Can we unlock a patient's account? If no, please explain the process

yes

Can we deactivate their MyChart account per their request? If no, please explain the process

Yes! Once the account is deactivated send an email to the Stanford Production Team notifying Stanford that the account has been deactivated. Please include the patients name, DOB, and MRN.

Can we reactivate their account per their request?

Yes

Can the patient provide verbal consent, for a family member to access or update their MyChart?

Yes, after all has been verified. You must document the ONE TIME permission in the ticket notes.

Topic

Stanford Children’s

How many characters required for password and is there any other password requirements?

The Password Criteria: 8 - 20 characters,1 upper case, 1 lower case, 1 number, 1 special character

What are the Self Service Steps for Forgot Password/Username?

First and Last name, DOB.

Is there currently a 2 Step Factor Authentication for password resets?

yes

Does the MyChart Website have a Captcha requirement when logging into their MyChart account? If yes, what is the Captcha (words, pictures, etc.)

Yes, pictures

Patient not receiving 2 step verification code by text message?

Topic

Stanford Children's

What Information is required to verify a caller's identity over the phone?

Information to verify for patient and caller is: Full name, DOB and home address of patient then Name and DOB for proxy. If their is a typo on their personal information they will need to contact their Dr's office or the registration department to request the correction of their record. Once that has been corrected we can provide the activation code.

What information is required for a patient to sign up for MyChart?

Activation code, DOB, MRN

Topic

Stanford Children's

If applicable: Issues creating an account due to generic social security number on file. Does your organization use a generic social security number for patients? If so, what number(s) are used?

N/A

If applicable: Can we provide the patients with the generic social security number on file to create their MyChart account?

N/A

Topic

Stanford Children's

What if a patient refuses to enter in the last 4 numbers of their SSN during the activation process, can they be given a generic SS#? Is so, where should we refer patients to get this information?

N/A

If applicable: Can we provide the patients with MRN on file to create their MyChart account?

Yes, on CALL or CHAT. No, on EMAIL. We must verify the patient/proxy demographic information. We can also guide them to an AVS or Bill to locate.

If applicable: Can the MyChart Support Desk provide patients with an activation code over the phone or via email?

Yes, via Phone, Text or Email AFTER both patient or/and proxy are verified. We CANNOT establish proxy accounts.

Topic

Stanford Children's

Can a patient request an activation code via the MyChart website?

No

Will Instant activation be available and used?

Yes

What is the time frame before an activation code expires?

2 days

Can we provide a new activation code when the one on file has expired or was lost by the patient?

Yes for billing. For proxy access, After verifying that caller has a proxy form on file. You will need to send an email to the production team to find out if the completed form is on file. After that, you, the agent, can generate the new code. Make sure to verifying the patient and callers’ full names, DOBs and home address and only to give the code to the caller who has the access, No exceptions. HIPAA violations can occur if you don’t check all the information on file or if the code is provided to other than the person who appears on file with access. **ADULT ACTIVATION CODES CAN BE GIVEN AFTER FULL VERIFICATION.

Topic

Stanford Children's

Issues creating an account - what to do if the patient has the wrong social security number/ Date of Birth, Name or MRN on file? Who to contact or what is the process?

For billing codes and patient’s demographics typos see notes at the bottom of this box.

We can make corrections of small typos in the non-patient account for proxy access.

Example of when we can make corrections after verifying all personal information:

Names: Correct name: Sandra Calle Typo in non- patient account: Santra Calli

Example of Typo of DOB: Correct DOB: 08/21/1984 Typo in non-patient account: 08/21/1975

Example of when we cannot make corrections and we will need to escalate to the production team: Correct name: Sandra Calle Typo in non-patient account: Sandra Smith

Example of Typo of DOB: Correct DOB: 05/13/1978 Typo in non-patient account: 01/01/1901 (generic number) or 09/10/1980 (completely different DOB)

For billing codes: If the typo is on the parent guarantor profile, please call the billing team with the user on the phone, explain the issue to the billing agent and allow them to make the correction. Once the demographics has been corrected assist the caller with their billing code. For typos on a patient's demographics record: If the user is trying to create an account they will need to contact their clinic or registration to update their information. If the typo is on their home address, phone number or email, and the user already has a MyChart account they can make the changes under the demographics tab.

Who can the patient contact to request an update or change in their demographics if they do not have a PCP?

Contact Registration

Topic

Stanford Children's

Can we correct typos in a patient's demographics records?

NO BUT for Non-patient Proxy accounts, we can update small typos after verifying the non-patient information.

Is Self Sign Up being used?

no

Patient not receiving 2 step verification code by text message

n/a

Topic

Stanford Children's

If a patient can see other Medical Information in their MyChart, what should we advise?

The caller will need to contact the doctor's office or medical record department immediately to notify them of this incident.

Agents: Please ask the user to provide the name of the other person they can see in MyChart and the information they can see. Also, we will let the user know that until the information of the other patient has been removed from their MyChart, unfortunately, their MyChart account will need to be locked to protect the medical information.

Agents: please give the Production team an FYI with the details of the case. Once the problem has been resolved, the user's MyChart account will be reactivated.

Topic

Stanford Children's

What is the formal process we should follow when we receive reports of HIPAA

Issues/Privacy Concerns in MyChart?

Agents: Please ask the user to provide the name of the other person they can see in MyChart and the information they can see. Also, we will let the user know that until the information of the other patient has been removed from their MyChart, unfortunately, their MyChart account will need to be locked to protect the medical information.

Agents: please give the Production team an FYI with the details of the case. Once the problem has been resolved, the user's MyChart account will be reactivated. ***Please also have clinicians and physicians calling with HIPAA concerns to please follow the same procedures***

Should agents deactivate MyChart accounts immediately with a HIPAA issue is reported?

YES

If a proxy account is incorrectly setup on the wrong's patient's account, Can agents remove the incorrect proxy account on file? If not, how should you handle this issue?

Do not remove/edit. Email Stanford Production Team from your Stanford email account. Ensure that you are sending SECURE: email with information for what you see including MRN's.

Topic

Stanford Children's

If a user has privacy concerns, not directly related to their MyChart account, is there a privacy officer they can contact?

Stanford Children's Compliance & Privacy Officer (650)724-2572

If a caller states they are receiving MyChart Notification Emails for a patient, how should this be handled?

Escalate issue to the Stanford Production Team via Stanford Outlook Webmail

Topic

Stanford Children's

Topic

Stanford Children's

Who can request proxy access?

There are 3 options on how a parent or adult proxy can sign up for Proxy access. Proxy access is available for children 0 -17 years of age and adults 18+.

1. Office visit sign up: The parent or adult proxy will need to complete and sign the proxy access form at their child’s/patient's next office visit. The office will set up the account and provide the parent or adult proxy with the proxy access instructions.

   
   

2. Guide the user to the Mychart Home page to find the forms and the information on where to send the completed form. The information is located by clicking on "How to create an account".

   
   

3. Via email: If we receive an email, CRM, Chat asking how to obtain proxy access, we can send the Macro “Stanford Children’s Health - Proxy Access Request. It has all the step on how to do it.

**PROXY FORMS ARE PROCESSED IN 48 BUSINESS HOURS FROM THE TIME THEY ARE RECEIVED BY THE HIM DEPARTMENT

Who will be responsible for establishing proxy access for patients?

PROXY FORMS ARE PROCESSED IN 48 BUSINESS HOURS FROM THE TIME THEY ARE RECEIVED BY THE HIM DEPARTMENT.

Is there a proxy form required for proxy access?

Yes

Topic

Stanford Children's

Where to obtain a Proxy Form? MyChart website? Health Provider's office?

Please provide details.

1. Office visit sign up: The parent or adult proxy will need to complete and sign the proxy access form at their child’s/patient's next office visit. The office will set up the account and provide the parent or adult proxy with the proxy access instructions.

   
   

2. Guide the user to the Mychart Log In Home page to find the forms and the information on where to send the completed form. The information is located by clicking on "How to create an account".

   
   

3. Via email: If we receive an email asking how to obtain proxy access, we can send the Macro “Stanford Children’s Health - Proxy Access Request. It has all the steps on how to do it.

Where can the requester send the Proxy Form once it has been completed?

Once the form has been completed you can submit it to Medical Records via any of the below methods:

1. In person at your doctor office or the hospital

2. Stanford Children's Health Information Management Services

3. Sign, scan and email to HIMS- MyChart@stanfordchildrens.org

4. Fax to 650-325-1788

5. Mail to:

Stanford Children's Health Information Management Services

4700 Bohannon Drive, Second Floor Menlo Park, CA 94025

MC 5900

Could we have a copy of the Proxy Access Form to provide it to patients if requested to us via email?

Please use the "Stanford - Proxy Access Request Macro" to provide navigation.

Topic

Stanford Children's

If the patient only uses the hospital for services as labs, procedures or other, can they request Proxy access? If yes, what department can assist them in establishing proxy access?

Stanford Children's Health Information Management Services

email: HIMS- MyChart@stanfordchildrens.org

Stanford Children's Health Information Management Services

4700 Bohannon Drive, Second Floor Menlo Park, CA 94025

MC 5900

Do you have non- patient accounts for proxy access?

Yes

Can we change the username for Non- patient accounts? If no, please explain the process

Yes, after verifying their information.

Can we reset the password for Non- patient accounts? If no, please explain the process

Yes, after verifying their information.

Can we unlock a Non- Patient Account? If no, please explain the process

Yes, after verifying their information.

Can we deactivate a Non-Patient Account? If no, please explain the process

Yes, after verifying their information.

Can we reactivate a Non- Patient Account? If no, please explain the process

Yes, after verifying their information.

Topic

Stanford Children's

Can we deactivate a Proxy for deceased patients? Who should they contact to update patient record as deceased. (Medical records, provider..)

No, but please view Stanford's OneDrive for more information on how to handle proxy requests to reactivate a deceased patient's account.

If proxy access is granted to a family member/Legal guardian of patient 12 or older - is the patient required to have an active account for their proxy to have access to the patient's MyChart?

What is the difference in access for proxies by age group? Please provide detailed information. **IF A PROXY ACCESS CHART HAS BEEN PROVIDED BY THE ORG, IT WILL BE ADDED BELOW EACH ORG NAME.

Child (ages0-11) Teen (ages 12-17) Adult (18+). Proxy Access Chart at the bottom.

Can a teenager have their own account? If yes, what options/access in MyChart will be available?

Yes, we can provide a Teen their activation code, after verification. If the Teen has completed the forms available under "How to Request an Account", they will have the "Patient (Plus)". If the patient advises they are unable to view all the information, please direct them to the Consent for Teen account form, to be completed and sent to HIMs.

Topic

Stanford Children's

Can an agent provide a verified PROXY of a Teen/Child account with a new activation code if the original is lost or expired?

Yes, After verifying the proxy was set up by the organization, the agent can give the code on file or generate the new code. Code can be given verbally or sent with text or email option. Agent must verify the patients name, dob and address, and the proxies name and dob. Proxy accounts are per person not per family accounts- code can only be given to proxy on file.

Stanford has Billing only MyChart accounts- after full verification-billing only activation codes can be given without a proxy set up.

Please note-You may find the proxy has multiple proxies set up in Epic for access to multiple children/teens- Agents can link accounts correctly as long as the proxy access is already entered into Epic by the organization.

After verifying the patient or proxy identity, we can get permission to speak to another person assisting the proxy.

Can an activation code be provided to a verified Teen, by Nuance Support?

Can a patient's Proxy see the patients billing information and pay the bills? Any age restrictions? Any Insurance restrictions?

Proxy must be listed as the guarantor to have the billing section for patient.

Only one guarantor allowed per patient. Billing account only-will find the billing in the guarantor's billing section

Proxy accounts-will locate the billing in the patient billing section

Can a patient's Proxy see psychiatric information in MyChart?

Topic

Stanford Children's

Are psychiatric clinics allowed to grant proxy access to family members/legal guardians?

Diminished capacity. Who should they contact if they have only been seen in Hospital, is there a form?

Yes, **AGENTS*PLEASE SEE YOUR EMAIL FROM TOM & INFOMATION IN ONE DRIVE FOR MORE DETAILS. Please note:

Diminished Capacity is determined by the Provider.

Proxy Chart, if provided

Topic

Stanford Children's

Billing Department Contact Information

800-308-3285

- http://www.stanfordchildrens.org/en/patient- family-resources/pay-your-bill?

Topic

Stanford Children's

Can patient see Account Summary and pay bills in MyChart

Yes, user/parents with a Mychart billing account or Proxy access can pay bill using MyChart.

How far back from MyChart activation date, can the patient see bills in MyChart?

The user may be able to see billing statements in MyChart if: the service/appointment happened after the organization goes live with MyChart billing. Anything prior to MyChart going live, the user will need to contact the billing department to request information or make payments. It is possible that some clinics or hospital are managing their billing outside of the MyChart system, if the user does not see the billing information in MyChart, please ask them to contact the billing department at the location where their service took place.

When would a patient NOT see bills in MyChart?

Anything prior to MyChart going live, the user will need to contact the billing department to request information or make payments. It is possible that some clinics or hospital are managing their billing outside of the MyChart system, if the user does not see the billing information in MyChart, please ask them to contact the billing department at the location where their service took place.

Can a patient make payment arrangements in MyChart?

Yes, go to the MyChart billing Tab/ account details for more information.

Can past due bills be paid in MyChart?, If not, where can the patient call to pay?

Yes as long as it has not sent to collections as "Bad Debt".

Topic

Stanford Children's

Once the past due bill is up-to-date with payments, would the patient see the bill in MyChart?

Yes

How long does it takes for MyChart to display a payment and the new balance?

Do not ever provide a date of when this information will be updated. Stanford Children would like us to refer ALL PATIENTS with this question to billing customer service.

Would patient receive a confirmation of Payment?

Yes, you will see a confirmation immediately after the payment has been completed and you will also receive a notification that your card has been charged with the payment.

Are there other Online bill pay options for patients besides MyChart? if so, where is the website?

No, users can pay from their MyChart account OR via Pay as a guest on the main Mychart home page.

Can patient sign up for paperless billing using MyChart? If not who can they contact for this?

Yes

Topic

Stanford Children's

Can the patient cancel the paperless billing using MyChart? If not who can they contact for this?

Yes

Are psychiatric bills available to pay in MyChart? If not, what are the patients options to pay?

Unknown at this time

Will patient be notified thru Mychart if they are sent to collections?

No

Is Ask Customer Service available for Bill Payment, Account Summary and Benefit and Eligibilty inquires?

Yes

Topic

Stanford Children's

Is Copay for an Upcoming appointment from the Appointment Details page available?

Yes

Can a patient view insurance and coverage information?

Yes

Are Recent Payments Available?

Yes

Can pt upload documents (ID &

Insurance Cards )

Estimates

Topic

Stanford Children's

Is eCheck-in available?

Yes

Is Track My Health available?

YES, Menu > Track My Health. Patient must have an flowsheet order by physician in order to track health Track My Health feature in their MyChart account. Pl Sheet in OneDrive

Topic

Stanford Children's

Can a patient update his/her demographics in MyChart? would those changes happen real time in Epic as well?

Yes, the user can go to the Demographics option loc Preference tab for the 2015 version of MyChart or u tab for the 2017 MyChart version. Demographics ar updated immediately, but it can also take 24 hours f to see the update.

Are letters available in MyChart?

Yes. This option is located under the messaging tab. the patient will only see the letter if it was created i and if it was not attached. Letters will drop off from Mychart after 365 days. If they need this information need to request with the Dr's office.

Can Patients Upload a photo to their profile?

NO

What providers can a patient message using MyChart?

Yes, a patient can message a physician that they hav office visit within the last 3 years. However: Mychart not available for Ophthalmology department nor Re physicians. (The only Resident physicians that can re messages are from the Psychiatry Department). If th does not see their physician listed in Messages, chec Appointment tab and ensure they did not see a "Fel "Resident. Messaging is not available for Fellows an (except for Psychiatry).

When can I expect a reply to the messages I sent to my doctor?

It can take two to three business days.

Topic

Stanford Children's

Would other person different than my doctor see and answer the message I sent to my doctor?

Yes, all medical staff

Can a patient attach documents and photos to a message in MyChart? If yes, how large can the attachment be?

Yes

You can attach up to 9 files. The maximum file size is for images and

PDF's.

The allowed file types are: BMP, GIF, JPEG, JPG, PDF, TIFF.

Can a patient message a psychiatrist using MyChart?

Varies, depending on provider, Check Record Viewer Field.

Can a family member with Proxy access see messages the patient has sent to their doctor?

Yes, if selected once the original message sent.

Can a patient see past appointments? If yes, how far back from their MyChart activation date?

Yes for children 0-11 and adults 18+, and for Teens Teen Proxies. This is called After Visit Summary. And it is a summary of the visit. If the user needs more d information, they will need to request additional inf from the Doctor's office. If the after visit summary is available in MyChart, the user can request a copy fro Note: for proxies, please refer to the proxy section f details. Also note for Teens and their Proxies - they to view FPACT, Psych, OBGYN & Teen Van upcoming appointment information.

Topic

Stanford Children's

Can patient see AVS (After Visit Summaries) and Discharge summaries in MyChart? If yes, how far back from their MyChart activation date?

Flowsheets are located under My Medical Records. T ordered by the physician to usually track patient's w pressure, and glucose levels. Once the physician has order in the patient's medical record, the flowsheet

Can a patient see psychiatric appointments, after visit summaries and discharge summaries in MyChart?

Can a patient see future appointments?

Yes, for children 0-11 and adults 18+, and for Teens Teen Proxies. Note for Teens and their Proxies - the to view FPACT, Psych, OBGYN & Teen Van upcoming appointment information. NOTE: Agents should use at top of Epic page to assist Chat/Calls with appoint questions. Review 2/4/2021 Wednesday Wrap-Up f information

Can a patient request an appointment?

Yes, as it states it is an option to "REQUEST" an appo request will go to the clinic for revision, and the use a confirmation or response for their request.

Topic

Stanford Children's

Can a patient schedule an appointment?

Yes, the user can check available appointments, com process and questions. The user will receive a confir they have completed the process. Keep in mind: The schedule appointments with their PCP at any time, B physicians the patient must have seen the physician visit within a year. If the Doctor is not available for d scheduling, they could use " Request appointment” office to schedule the appointment. If there is a tech please escalate to the Stanford Mychart Team. NOT should use APPTS link at top of Epic page to assist C with appointment related questions. Review 2/4/20 Wednesday Wrap-Up for more information.

Can a patient cancel an appointment using MyChart? How far in advance?

Yes, but the appointment must be canceled 24 hour before the date and time of the appointment. Other user will need to call the clinic directly to cancel the appointment.

Is there a wait list option for patients thru Mychart? How will patient be notified?

Unknown at this time.

Can a patient request a medication renewal? How long it will take for the request to be processed?

2 business days The patient can request medication their prescriptions if there are any refills available. T that by going to the refill option under the messagi patient does not have any available refills, they will n contact the physician who prescribed the medicatio do that via MyChart messaging or phone. If they no the physician who prescribed the medication they w contact their PCP to see how can they assist them w request.

Can any physician renew a prescription in MyChart?

Topic

Stanford Children's

Are Video Visits Available in MyChart?

Yes! TeleHealth are virtual visits through MyChart th to some of the Stanford's Children's clinics’ patients. connects patient or proxy with your child’s provider secure live-video system.

Virtual visits allows patients:

- Receive care right from your home.

-They are similar to face to face visits. Providers will or your child’s symptoms, share relevant data and a questions.

For more information refer this this link: https://www.stanfordchildrens.org/en/t refer to your Tele Health emails sent to you via Outlook. **Patient's must have an ACTIVE MyChart a use this service.

Can a physician share their progress notes with the patient via Mychart?

Is Appointment Confirmation available in MyChart? This allows a patient confirm an appointment seven days prior ot appointment date.

Topic

Stanford Children's

Is Open Scheduling available in MyChart? Allows a patient to view open appointment slots online and schedule directly, even without a MyChart account.

Are Automated Appointment Reminder Emails or Texts used?

Is the organization using Happy Together? If so, what local organizations do you share a patient base with that use Happy Together as well?

Yes

esignature

Upload Identification and Insurance

Reschedule Appointments

Topic

Stanford Children's

Register for My Delivery

Topic

Stanford Children's

What test results will be released for MyChart? Labs, Radiology, Imaging?

The user can see MOST but not all test results can determine which types of test results can Further, tests of a very sensitive nature are no patient can request information or copies of t ordering physician via MyChart messaging, by their medical records via Mychart. Some tests released to Mychart due to sensitive content, want to manually release the results to the pa NOTE: Effective 7/26/22, results will be releas and the provider. However, due to the volum able to review results in real time. Patients will MyChart: You may read results before your c Your care team will contact you with guida

What sensitive results will not be released for MyChart?

.

Never Released: Sensitive labs, such as HIV t state and federal regulations.

Certain sensitive studies such as OB ultrasoun only. The patient can message the physician v request this to be released to their mychart. "

Topic

Stanford Children's

What is the release time for each category? Regular and abnormal test results? Radiology and imaging results?

1. Automatic release: non-sensitive labs are r the result is final, starting 11/2/2020. This is th RESULTS are released once the patient is disch normal Release Rules still apply.

2. Manual Release results: Sensitive labs, such results, require the MD, Nurse Practitioner (NP (NR) to release.

3. Never Released: Sensitive labs, such as HIV state and federal regulations.

4. Radiology Results: After 7/23/2019 - We n release automatically in three days, anything o

5. All other radiology procedures: can be ma provider.

6. Certain sensitive studies such as OB ultras only. The patient can message their physician request this to be released to their

mychart.

PLEASE REFER TO CHART BELOW THIS CHART RELEASED OR NOT AND WHAT IS SENSITIVE.

Can patients see images for test results in MyChart?

Yes

Why are certain test results not shared electronically via MyChart?

Some tests results will not get automatically r content, but the physician can decide if they w to the patient's MyChart or not.

Where can patient's call if the results were not released for MyChart?

Contact the clinic. NOTE: ER Test results would as SCH does not have an Emergency Departm

Can the doctors office manually release test results before the scheduled release day?

No, once marked as final by ordering provide

Topic

Stanford Children's

If test results were not released for a patient who does not have a healthcare provider, but he/she was seen at the ER or went to the hospitals to get tests done, who can they contact to get their test results released to MyChart?

Contact the clinic

If the patient has missing or incorrect information in their MyChart, who can they contact to request the correction? Please provide details if needed.

Your MyChart information comes directly from correct incomplete or wrong information you incomplete information at your next clinic visi messaging or contact the Medical Records tea took place.

How far back from the activation date, can patient see test results in MyChart?

From the date of activation

If a patient has a multiple medical record numbers on file, Do we need to send this information to someone in your team to merge the records? Or should we advise the patient to call their PCP or Medical Records?

If you have a patient with duplicate medical re their doctor office or medical records to let th records under their name. The clinic or medic or delete as needed. (These are not escalated)

Topic

Stanford Children's

Are questionnaires sent to MyChart for patients to complete in MyChart?

yes

Can a patient submit updates to their medications and medical history in MyChart?

Yes

If the medical information is incorrect in MyChart, who can the patient contact to make the changes/corrections?

Clinic or Medical Records Dept

Can patient request Referrals in MyChart?

Yes

Request for changes to medical records

COVID-19 Test

Information

COVID-19 Vaccine Information Website

https://www.stanfordchildrens.org/en/patient education/covid-19-testing

COVID-19 Vaccine Information

https://www.stanfordchildrens.org/en/landing

Topic

Stanford Children's

Is MyChart App available

Yes

Topic

Stanford Children's

What functionality is available in the MyChart App?

Yes, The user can download a MyChart App to their electronic device. They will then add the organization's they want to access through the MyChart App. They would then enter their Mychart username and password to access their MyChart.

Notes: The MyChart may not display all of the available functionalities as the web version but has main functionalities as test results, messaging, appointments, notifications, and others. The user can add to the MyChart App as many organization's as they want as long the organization is using the Epic MyChart App.

Is Password Reset allowed from the MyChart App?

Yes

Topic

Stanford Children's

Is MyChart Central and Lucy available for patients?

Yes, Lucy is Epic’s personal health record. Lucy allows patients to create permanent copies of the information provided through MyChart, as well as to manage other sources of health information.

Patients can elect to share information they manage in Lucy with any healthcare organization.

MyChartCentral is a portal for a patient to access different healthcare organizations’ thru MyChart systems. After entering their MyChart IDs and passwords once, patients link their separate MyChart accounts toMyChartCentral. In order for a patient to link multiple MyChart Accounts via MyChartCentral,

each organization must have this feature turned on. Once the user has created their MyChartCentral account, they can search for the organization's to add them to their MyChartCentral account. If the patient cannot find the organization in the drop- down menu, it means that the organization is not participating at this time in MyChartCentral.

MyChartCentral provides some benefits to the patient:

1. Patients no longer need to remember multiple passwords; they only need one login for MyChartCentral.

2. Patients can jump directly to a particular MyChart from MyChartCentral, without needing to log in again.

3. Patients can view details about all their MyChart accounts, aggregated in one convenient location.

Is the organization using Happy Together? If so, what local organizations do you share a patient base with that use Happy Together as well?

Yes

Topic

Stanford Children's

FOR ALL CLIENTS

ALL CLIENTS

Session timed out

Have Patient clear browser, cookies and cached items. Then try again or go in through another browser.

Using correct activation code and personal info and it still says invalid code

Have Patient clear browser, cookies and cached items. Then try again or go in through another browser.

Unable to pay bill, reviewing an error, what should we try?

Not receiving the reset email or username email

Check there is not a generic social on file, this will often be why they do not receive them. Then have them check spam and be sure their email account is not blocking the "donotreply@..." They may need to contact their email support to correct this. I have seen this most common with AOL and some MSN accounts

Not receiving notifications, but they are turned on

Double check there is not a typo in email on file, if so have Patient correct in their chart. Then have them check spam and be sure their email account is not blocking the "donotreply@..." they may need to contact their email support for this. I have seen this most commune with AOL and some MSN email accounts

Received a notification of new message, but there is not one when I sign in

Have patient read the email address the notification came from, often it's another portal they may have. Or notification was for their spouse's portal. a lot of them share email accounts, have them check the name on the email as well.

Topic

Stanford Children's

When trying to view my test results not all pages are loading

Have patient clear browser, cookies and cached items. Then sign in again. If still not working try another browser

Received a notification of new test, but there is not one.

Have patient select the show/include hospital results. If still nothing check the email address notification came from(may be another portal they have) or another user (spouse) who share email accounts. Have them check the name on the email.

Using correct login info but still says invalid

Check that the patient is at the correct site. If that is not the issue have them read aloud to you the username they are typing in. Often there is a typo in the username

Cannot get past Captcha feature

This is often a browser issue. Have them try another one or clear their cookies and cached files

Activated my account but there is nothing in it

Check to see if patient may be in system twice with 2 MRNs.

Signed into my proxy account, but I do not see the new message/ test result

Ask user what username they signed in with. often they may have an active billing account and an active proxy account and are signed into the wrong one.

ALL CLIENTS

ALL CLIENTS

Browser Functionality

If you are escalating this - this information must be obtained. Sometimes there may be issues with an HSA or an FSA card and billing dept may have to process directly. Ask if they have another type of card that they can use to use for payment.

Topic

Stanford Children's

Bedside IT Issues?

If so, These cards are often not accepted on our website. Please contact billing department to pay via phone.

Topic

Stanford Children's

Does the Case Record Type need to be changed to Telehealth, when caller/chatter indicates they need help in regards to a Virtual Visit?

NO.

Topic

Stanford Children's

Are Video Visits Available in MyChart?

Yes! TeleHealth are virtual visits through MyChart that are offered to some of the Stanford's Children's clinics patients. Virtual Visits connects patient or proxy with your child’s provider through a secure live-video syste

Virtual visits allows patients:

- Receive care right from your home.

-They are similar to face to face visits. Providers will review your or your child’s symptoms, share relevant data and answer any questions.

For more information refer patients to this this link: https://www.stanfordchildrens.org/en/telehealth? refer to your Tele Health emails sent to you via Outlook. **Patient's must have an ACTIVE MyChart account to use this service.

If Video Visits are used, what are your system requirements for the patient and what is the video platform used?

Video Platform used:

Zoom

please refer to Zoom Support for system requirements at : https://support.zoom.us/hc/ us/articles/201362023-System-requirements-for- Windows-macOS-and-

Linux You can use iPhone or Android devices, iPads, tablets, laptops, and computers. Check your MyChart messages once your visit has been scheduled for details on how to connec

Can anyone join a video visit for a patient?

Parents or legal guardian. Refer to doctor's office to request Zoom Link if there are more participants that would like to join the visit.

Topic

Stanford Children's

Can a Patient not initiate a Video Visit?

Only Provider's can initiate a video visit. A staff memb from Stanford Children’s Health will call you near your appointment time to check you in to the visit and connect with you via video. Laptop/Desktop: Log in to your MyChart account, select your child’s account and check your appointment details. Click on the Virtual V link at the bottom of the instructions. This will open a new tab with a waiting room, and your picture will appear in the bottom-right corner.

Mobile devices: First, download the Stanford Children’ Health and Extended Care Virtual Room apps or Zoom After you log in to MyChart via the Stanford Children’ Health app, push the camera button to join the telehealth visit, and follow the prompts to join the call

What if a patient does not have a device with audio or video?

Patient or parent would need to contact the physician office in order to request an office visit or another option that may be available such as a telephone visit

What if a patient can not successfully download the applications needed?

They can use a Laptop/desktop: You must use either t Chrome or Firefox web browser for virtual visits on computer devices.

Is there a Standalone option for video visits ( not within MyChart)

Zoom, will need zoom link and Meeting ID from the doctor's office