MyChart FAQ Grid
Frequent Asked Questions by Patients	Answers/Comments	Best Practices
What is the phone number patients will call to receive support for MyChart - Phone Number	216-286-8960
What is the email address patients can email for MyChart support or access request - email address	UHMyChartPatientSupport@UHhospitals.org
IT Help Desk Phone #	UH IT Help Desk- 216-844-3327
Link to MyChart Website	https://mychart.uhhospitals.org/
Organization branded name for MyChart	University Hospitals MyChart
Is there a PRD login for MyChart that allows us to see a test patient for training and reference purposes? Please provide log in and password.	Admin Login can be used, as long as verbal consent is received from the patient and documented (in Epic if possible).	Test Account Information or Admin Login Access from MyChart Admin	Review with HIM logins
Main Web Page	uhhospitals.org
Medical Records Phone Number	Agents please visit https://www.uhhospitals.org/patients-and-visitors/medical-records and locate the correct location for the patient to contact for their Medical Record concern. For non-PHI questions we may email UHMyChartMedicalRecordsRequest@UHhospitals.org with any questions.
Patient Complaints regarding Quality of Care	Patient Advocacy 216-844-7502 UHCpatientcareadvocate@uhhospitals.org
Medical Records Web Page	https://www.uhhospitals.org/patients-and-visitors/medical-records
Registration Phone Number	1-866-UH4-CARE (1-866-844-2273)
Billing Phone Number (s) & Website	1-800-859-5906 Billing Customer Service Number (can answer and triage questions from legacy billing or MyChart), Website will have link out to MyChart and legacy system to pay bills https://www.uhhospitals.org/patients-and-visitors/billing-insurance-and-medical-records/pay-my-bill
Patient Relations Contact Information	Patient Advocacy 216-844-7502 UHCpatientcareadvocate@uhhospitals.org. Please provide patient with phone number and email, and then transfer the patient directly to the phone number if they wish.
Is Multilingual Versions available in MyChart? (different language options)	English and Spanish
Interpreter Services Phone Number (is a code or pin required?)	N/a English and Spanish will be supported for calls, if patient needs to book an interpreter for their visit with the provider, they request that when scheduling
COVID Vaccine Hotline Phone Number	Contact provider office for questions about covid
Other patient portals used by Organization (other than MyChart). If yes, please provide contact information callers can be referred to.	Follow My Health for initial wave (until Sept 30th) 833-222-0035 open 8a-8p M-F Lake Health Portals 800-780-7781 UHNow - 866-328-9303 Urgent Care Visits- Billing concerns or questions Phone: 888-224-5030 Urgent Care Billing Email: uhbilling@wellstreet.com. Urgent Care Locations with transition dates: UH/Well Street JV locations (2/14/23): Broadview Heights, Medinca, Minoff, Streetsboro, Twinsburg, Westlake    Adding Avon, Kent, Ashtabula, Willowick, Brunner on 7/18/23		Need Urgent Care Contact Info
Technical Issues - in the event that either Citrix/MyChart expereince a system outage, how should that be reported?	UH IT Help Desk- 216-844-3327	Phone Number for IT or Email.
Technical Issues - when we receive reports of invividual or multiple patients facing technical issues related to MyChart, how should those be reported?	UH IT Help Desk- 216-844-3327	Phone Number for IT or Email.
Handling HIPAA Issues
If the medical information doesn't belong to the patient in MyChart, who can the patient contact to make the changes/corrections and report this HIPAA Issue?	If the patient is seeing information that belongs to another person please escalate internally.	Number for HIMs/Privacy or Epic Inbasket for MyChart Help Desk to send concern.
Is there a formal process we should follow when we receive reports of HIPAA Issues/Privacy Concerns in MyChart? (i.e.Patient has another patient's medical records in their MyChart)	Yes, please gather the details of the concern and escalate internally.	Number for HIMs/Privacy or Epic Inbasket for MyChart Help Desk to send concern.
Should agents deactivate MyChart accounts immediately with a HIPAA issue is reported?	Yes, please gather the details of the concern and escalate internally.
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 agents handle this issue?	Yes remove proxy access immediately and then Nuance contact UH Patient Compliance/Privacy immediately, if unable to remove access, deactivate account and then Nuance to contact UH Patient Compliance/Privacy immediately.  Nuance can only remove proxy access, but should not be adding proxies to the patient account.  Direct patient to self service route to add proxy.
If a user has privacy concerns, is there a privacy officer they can contact?	Patient Compliance/Privacy Contact Person: Privacy Officer (keep generic as title not name) Website: Uhhospitals.org/ethics Hotline: 1-800-227-6934 Phone: 216-286-6362 Email: compliance@uhhospitals.org	Contact information for Privacy Office
Someone else accessed my MyChart account, how is this reported?	Yes, please gather the details of the concern and escalate internally.	Number for HIMs/Privacy or Epic Inbasket for MyChart Help Desk to send concern.
If a caller states they are receiving MyChart Notification Emails for another patient, how should this be handled?	Yes, please gather the details of the concern and escalate internally.	Provide email for MyChart agent to provide to caller, to forward notification.
MyChart Activation Questions
What Information is required to verify a caller's identity over the phone? Nuance standard to confirm: Full Name, Date of Birth and Address and/or Last 4 digits of SSN.	Full Name, DOB, Address SSN is NOT required. But can be used if displayed.	Nuance standard to confirm: Full Name, Date of Birth and Address and/or Last 4 digits of SSN.
What information is required for a patient to sign up for MyChart?	Sef signup-Name, DOB, legal sex, address, email address, home and mobile phone (ok for these numbers to be the same)
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 standard generic SSN is used, and is needed for activation - allowing us to provide after we confirmed additional verifiers reduces callbacks to the organization.
If applicable: Can we provide the patients with the generic social security number on file to create their MyChart account?	SSN is an optional field for patient to sign up	If allowed by privacy, this reduces the amount of patients referred back to the organization.
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#? If so, where should we refer patients to get this information?	SSN is an optional field for patient to sign up
If applicable: Can we provide the patients with MRN on file to create their MyChart account?	N/A	If allowed by privacy, this reduces the amount of patients referred back to the organization.
If applicable: Can the MyChart Support Desk provide patients with an activation code over the phone via text, or email?	No by Phone. Yes, by email or text, only to information on file. If information on file is outdated direct patient to complete self-service.	Yes - allows us to assist patient with activation.
Can a patient request an activation code via the MyChart website?	Yes. If ACR fails Experian it sends an Inbasket message to be worked by UHHS HIMs. No Further Action by Nuance.
Will Instant activation be available and used?	Yes
What is the time frame before an activation code expires?	instant activation available 24 hours, and code expires after 14 days
How old is a patient required to be to have their own a MyChart account?	13 years, and these accounts MUST be set-up with the teens providers office.
Can we provide a new activation code when the one on file has expired or was lost by the patient?	No by Phone. Yes, by email or text, only to information on file. If information on file is outdated direct patient to complete self-service.	Yes, allows us to assist patient while on the call.
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?	If patient tries to sign up and it doesn't work, it will go the unverified patient route.  If patient receives error that account could not be created-it will go to HIM to review and merge account if appropriate. Confirm demographics on file.  Can update demographics with office, if no primary doctor patient may contact email Data Integrity at DataIntegrity-HealthInformationServices@UHhospitals.org	Patient Registration contact information.
Who can the patient contact to request an update or change in their demographics, if they do not have a PCP?	We may provide the patient with the Contact Data Integirty DL via email:  DataIntegrity-HealthInformationServices@UHhospitals.org	Patient Registration contact information.
If a patient has someone else's information in their MyChart, can we temporarily lock their MyChart account to protect the other patient's information, until the necessary corrections have  been completed to the MyChart account?	Yes, allow nuance to temporarily lock account and then Nuance to Escalate.
In regards to the above question, do we need to escalate this issue? Or would it be the patient's responsibility to report the issue to the Doctor's office? Medical record dept?	Yes. Escalate internally.	If reported by MyChart Help Desk, Epic Inbasket Pool to send concern.
Can we correct typos in a patient's demographics records?	Direct patient to contact PCP office to update demographics or if they do not have a PCP contact Data Integrity DL via email at DataIntegrity-HealthInformationServices@UHhospitals.org
Username Password Reset Questions
Can we reset patient's password? If no, please explain the process	Yes, verify phone number and email on file and once confirmed can instruct the patient to reset the password themselves. Confirm patient was able to reset access. If unable to reset or phone number and email are not matching what is on file, Nuance can provide temporary password and patient must reset to a secure password on next login.  Confirm patient was able to login with temporary password and then reset pasword.  Once patient is in MyChart, then provide patient with instructions to update demographic information.	Yes, provide temporary password patient must reset to secure password on next login.		Per Jessica Torres, we CAN update the UN
Can we change a patient's username? If no, please explain	Yes, after full verification of the patient
Can we deactivate their MyChart account per their request? If no, please explain the process	Yes, instruct the patient on how to deactivate their account themselves. If self service does not work, can then deacativate for patient.	Yes. Patient may also Deactivate their account from their Security Setting's page.
Can a caller, other than the patient request to update patient's login information via phone, if the patient provides verbal consent to the MyChart support agent?	No, can guide patient to set up a proxy account for caller, patient needs to call and request change themselves
Can a caller, other than the patient request to update patient's login information via phone, if the caller has POA? If no, please explain the process? Does a 3-way/Conference call count as consent?	No, POA needs to go through proxy request process
How many characters required for password and is there any other password requirements?	Requirements:between 8-20 characters, different than username, must require one letter and one number
2FA - Is 2-Factor Authentication enabled? Can we turn off for the patient, if requested?	2FA enabled by default, can instruct patient how to disable themselves once patient identity confirmed, if self service does not work, can then turn off per patient's request	Yes, allow Nuance support to turn off only if requested by the patient.
Proxy Access
Who can request proxy access?	Anyone can request proxy access; Parent, Guardian, POA are approved proxy user, instruct patient on how to send link to invite proxy or directing a patient how to request proxy access
Who will be responsible for establishing proxy access for patients?	Parent proxy of child can be completed in doctor's office without requiring additional documentation, if requesting access online there is the form accessible on MyChart, legal documentation may be required for Guardian/POA, instruct patient on how to send link to invite proxy
Is there a proxy form required for proxy access?	Online forms accesible from MyChart for logged in patient-questionnaire to complete and provide documentation if necessary. Navigation is Menu > Sharing. For non-patient access, will require creation of MyChart account, which can be completed without being a patient at UH. Once they log in they will follow the path to Share my Record for Friends and Family Access to Invite Someone, for patient access, to invite someone to their account.	Online forms accesible from the MyChart login page, for non-patient access. Share my Record for Friends and Family Access to Invite Someone, for patient access.
Where to obtain a Proxy Form? MyChart website? Health Provider's office? Please provide details.	Within MyChart via Sharing Hub
Where can the requester send the Proxy Form once it has been completed?	Completed electronically and automatically will send to HIM	If form is hard copy - have return to information listed on form.
Could we have a copy of the Proxy Access Form to provide it to patients if requested to us via email?	No, all being done electronically-can provide fields to expect
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?	Yes, patient can request proxy access. Based on patient scenario, order may originate in legacy system so patient would not receive notifications of results in MyChart, but results will display. See interim state guide
Can we provide an activation code to a patient's family member with proxy access on file?	No, direct patient to call and request an activation code and MyChart setup
Do you have non-patient accounts for proxy access?	No, proxy requires creation of MyChart account. However, you do not need to be a UH Patient to setup a MyChart.
Can we change the username for  Non-patient accounts? If no, please explain the process	Not applicable
Can we reset the password  for  Non-patient accounts? If no, please explain the process	Not applicable
Can we unlock a Non-Patient Account? If no, please explain the process	Not applicable
Can we deactivate a Non-Patient Account? If no, please explain the process	Not applicable
Can we reactivate a Non- Patient Account? If no, please explain the process	Not applicable
Can we deactivate a Proxy for deceased patients?	No, agents will only have view access to proxy. There is a process to handle proxy automatically in system for deceased patients. Can instruct the proxy on how to remove themselves for being listed as a proxy for another patient
Can a Proxy of a patient/MyChart account holder, request the change of username and password of the patient's MyChart account?	No, instruct that patient needs to request themselves
If proxy access is granted to a family member/Legal guardian of patient 13 or older - is the patient required to have an active account for their proxy to have access to the patient's MyChart?	No, patient is not required to have an active MyChart, but is able to get their own MyChart account at the age of 13 once the clinician has informed them about the process
What is the difference in access for proxies by age group? Please provide detailed information. **IS THERE ADULT TO ADULT PROXY ACCESS?	Please see "Activation and Proxy Decision Overview tab"
Is there a proxy access chart that provides a detailed list of each access by age group? IF so, please attach a copy of the Proxy Chart you have.	Please see "Activation and Proxy Decision Overview tab"
Can a teenager have their own account? If yes, what options/access in MyChart will be available?	Yes, but only from Providers Office. Please see Activation and Proxy Decision Overview Tab.
Can Nuance provide teen patients with their activation code?	No.
Can an activation code be provided over the phone to a parent/legal guardian of patients 13 - 17 years old without the teen/patient's verbal consent?	No, beginning age 13 requires account creation must be done with Clinician in office - teen 13-17 should not be able to remove parent proxy access unless emancipated.
Can a patient's Proxy see the patients billing information and pay the bills? Any age restrictions? Any Insurance restrictions?	You need to be both a proxy and guarantor to have access to billing
Who should patients/legal guardian contact for Diminished Capacity Proxy Access?	There is a form available for proxy request available online that can be completed, questionnaire that allows uploading of required paperwork
Are psychiatric clinics allowed to grant proxy access to family members/legal guardians?	Yes.
Test Results
What test results will be released for MyChart? Labs, Radiology, Imaging?	Everything will be released, unless meets exception for potential for physical harm to patient or proxy/patient requests not to release
What sensitive results will not be released for MyChart?	Transplant labs because they contain donor data and patient data
What is the release time for each category?  Regular and abnormal test results? Radiology and imaging results?	Immediate
Can patients see images for test results in MyChart?	Yes
Why are certain test results not shared electronically via MyChart?	Everything will be released, unless meets exception for potential for physical harm to patient or proxy/patient requests not to release
Where can patient's call if the results were not released for MyChart?	The provider office that ordered those tests
Can the doctors office manually release test results before the scheduled release day?	N/a
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?	Visit https://www.uhhospitals.org/patients-and-visitors/medical-records to assist patient with correct contact information based on location they were seen.
If the patient has missing or incorrect information in  their MyChart, who can they contact to request the correction? Please provide details if needed.	Visit https://www.uhhospitals.org/patients-and-visitors/medical-records to assist patient with correct contact information based on location they were seen.
How far back from the activation date, can patient see test results in MyChart?	Please Review Data Conversion Chart tab
Messages
What providers can a patient message using MyChart?	Anyone they have an established relationship with-specialists within 1 year and primary care within 3 years
When can I expect a reply to the messages I sent to my doctor?	24-72 hours (1-3 business days)
Would other person different than my doctor see and  answer the message I sent to my doctor?	All messages are available to be seen by your doctor, but someone else on the care team may be the one responding to the message
Can a patient attach documents and photos to a message in MyChart? If yes, how large can the attachment be?	Yes- image/document max 10,240kb, video max-16,072kb
Can a patient message a psychiatrist using MyChart?	Yes, if it's an established relationship within 1 year (wave 2 go live Sept 30th)
Can a family member with Proxy access see messages the patient has sent to their doctor?	The patient has the ability to hide the message from being seen by the proxy. A proxy can choose to hide message from all other proxies and just send to provider or message can be sent to all
Appointments
Can a patient see past appointments? If yes, how far back from their MyChart activation date?	Please Review Data Conversion Chart tab
Can patient see Discharge summaries in MyChart? If yes, how far back from their MyChart activation date?	Patients won't be able to see this until go live on Sept 30th and will be able to see them from that date forward
Can a patient see an After Visit Summary (AVS)?	Yes
Can a patient see psychiatric appointments, after visit summaries and discharge summaries in MyChart?	Everything will be released, unless meets exception for potential for physical harm to patient or proxy/patient requests not to release, pscyhotherapy notes will not display at default
Can a patient see future appointments?	Yes
Can a patient request an appointment?	Yes
Can a patient schedule an appointment?	Yes-phased rollout, refer to interim state features
Can a patient cancel an appointment using MyChart? How far in advanced ?	Yes, can cancel at any time
Can a patient request a medication refill? How long it will take for the request to be processed?	Yes, 24-72 hours (1-3 business days)
Can any physician renew a prescription in MyChart?	If the physician was the ordering provider they can, if it was an ER medication or something that is unable to be refilled guide patient to contact primary care provider
Are E Visits Available in MyChart?	Yes
E - VISIT Trouble shooting
Is there a wait list option for patients thru MyChart? How will patient be notified?	Patients will be automatically added to the waitlist option. The patient will be notified via text. Waitlist offers expire within 10 minutes of receiving and would be offered to the next person on the waitlist
Is eCheck-in available?	Yes, 7 days prior to appt and is available from the appt reminder text/email or directly via MyChart
Can a physician share their progress notes with the patient via MyChart?	Yes, via MyChart Bedside when it is live Sept 30th
Is Appointment Confirmation available in MyChart? This allows a patient confirm an appointment seven days prior to appointment date.	Yes, in MyChart and patient will receive via text, email, and/or phone reminders to confirm beginning at 7 days
Is Open Scheduling available in MyChart? Allows a patient to view open appointment slots online and schedule directly, even without a MyChart account.	Yes, it will be available for both MyChart and non-MyChart users
Are Automated Appointment Reminder Emails or Text Messages used?	Yes, each patient will receive a minimum of 2 reminders, frequency could be at 7 days, 4 days, and 2 days depending on if patient completes e-checkin and confirms
Is Track My Health available?	Yes, requires that the provider places order for it to be available
Will On my Way be used	Yes, but not until wave 2 Sept 30th
Telehealth
Are Video/Virtual Visits Available in MyChart?	Yes-Scheduled virtual visits and On Demand Video Visits are available in Mychart
Stand Alone Option	No, providers should be using video visit options in Epic, patients can join via MyChart, or offices can send the direct join link outside of MyChart
If Video Visits are used, what are your system requirements for the patient and what is the video platform used?	Can launch directly from MyChart, unable to use internet explorer if using a direct join link for browser
Why can a Patient not initiate a Video Visit?	If the patient has not completed e-checkin they won't be able to start their video visit
What if a patient does not have a device with audio or video?	Contact provider office
What if a patient can not successfully download the applications needed?	Only download requirements are MyChart or if accessing via web browser, the appropriate browser- contact provider office
Is pre-check in required to start the Virtual Visit?	Yes, patient has to complete e-checkin to start video visit
How far in advance can a patient join the VV?	120 min before
How long after the appointment time can a patient join the VV?	360 min after
If the patient misses the VV what should they do to reschedule?	Can reschedule via MyChart or contact central scheduling 216-844-2273
If the patient misses the VV will they be billed for the visit?	No
Can the patient message the provider after the VV?	Scheduled virtual visits-yes, can message provider via MyChart.  On Demand Virtual Visits-no, but patient can call their established UH provider, who will have access to all documentation from the visit or call (440)756-6755 and leave a message on the after visit voicemail.		Can display providers for a 7 days period to message
If the patient needed a Work Letter after the Video Visits and they do not receive it what should they do?	Call the phone number listed on their After Visit Summary, available in MyChart
Medical History in MyChart
Are questionnaires sent to MyChart for patients to complete in MyChart?	Yes, part of e-checkin
Can a patient submit an updates to their medications and medical history in MyChart?	Yes they can submit updates to medications and medical history if they have a primary care provider on file, otherwise it can be done during e-checkin for those with appts
If the medical information is incorrect in MyChart, who can the patient contact to make the changes/corrections?	We may provide the patient with the Contact Data Integirty DL via email:  DataIntegrity-HealthInformationServices@UHhospitals.org
Can patient request Referrals in MyChart?	The patient can send a non-urgent messgae request and ask for a referral, but not through referral activity
MyChart Billing
Can patient see and pay bills in MyChart	Yes-refer to interim state chart
How far back from MyChart activation date, can the patient see bills in MyChart?	Patient can see bills and make payments for anything that happens with a provider using Epic starting March 4th, 2023, but there is not a backload for bills prior to March 4th
When would a patient not see bills in MyChart?	For any activity prior to March 4th, only see accounts types of personal family and UH Select (would not display workers comp because patient doesn't see these bills)
Can a patient make bill pay arrangements in MyChart?	Yes, can set up payment plans (depending on threshholds), will not be able to set up payment plans with collection agency
Can past due bills be paid in MyChart?, If not, where can the patient call to pay?	Yes, but there is a past due threshhold before going to collections, bill will go to collections after 4 statements are sent, even if in collections patient can still make a payment in MyChart
Once the past due bill is up-to-date with payments, would the patient see the bill in MyChart?	The patient will always have visibility to pat due bills and can make a payment via MyChart
How long does it takes for MyChart to display a payment and the new balance?	Will happen in real-time
Would the patient receive a notification of their payment using MyChart?	Yes
Are there other Online bill pay options for patients besides MyChart? if so, where is the website?	Pay as guest feature allows patient without a MyChart account to make payments, Refer to interim state chart. https://www.uhhospitals.org/patients-and-visitors/billing-insurance-and-medical-records/pay-my-bill
Can patient sign up for paperless billing using MyChart? If not who can they contact for this?	Yes, opted in by default. If want to change setting, can complete themselves within MyChart
Can the patient cancel the paperless billing using MyChart? If not who can they contact for this?	Yes, they can opt out within MyChart, If want to change setting, can complete themselves within MyChart
Are psychiatric bills available to pay in MyChart? If not, what are the patients options to pay?	Psychiatrics will not be live with initial wave go-live, but once live on Sept 30th, these should be available-refer to interim state guide (specialists). During interim state refer patient to FMH to pay these bills
Can a patient view and edit insurance coverage information in MyChart?	Yes, can do anytime in MyChart or during e-checkin
Will patient be notified thru MyChart if they are sent to collections?	Patient will be sent 4 statements and received associated notifications about those bills and then account is moved to collections, patient is not notified that it was moved to collections explicity.  4th statement says this is their final notice or sent to collections. Bill will still be viewable in MyChart, but won't be included on any statements going forward
MyChart App Questions
Is MyChart App available?	Yes, UH has a branded MyChart app-UHMyChart and can also use the generic MyChart app and select University Hospitals as the organization, in wave 1 begining March 4th only primary care adult and primary care pediatric providers will be on MyChart. In wave 2 Sept 30th, hospitals, Lake Health, and specialty ambulatory providers will all be on MyChart as well.  In interim state, wave 2 providers will still be using FollowMyHealth. Refer to interim state chart
What functionality is available in the MyChart App?	Messaging, Scheduling, Virtual Visits and most MyChart functionality available.  Features that won't be available are Genetics, Social Assistance, On My Way, and Financial Assistance.  Refer to interim chart
Is Password Reset allowed from the MyChart App?	Yes-prefer to direct patient to self service route
Demographics and Notification Questions
Can a patient update his/her demographics in MyChart? would those changes happen real time in Epic as well?	Yes and Yes
Are letters available in MyChart?	Yes
Can Patients Upload a photo to their profile?	Yes
Medical Records Questions
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?	Escalate both MRN's to have request to be merged sent.
Is MyChart Central and Lucy available for patients?	Yes
Is organization using Happy Together? If so, what local organizations do you share a patient base with that use Happy Together as well?	Yes, share a patient base with Cleveland Clinic and MetroHealth