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Trinity Health MyChart Frequently Asked Questions

 

Enrollment Questions
What is MyChart?
Is there a fee to use MyChart?
How do I sign up?
Is my access code my user ID?
I declined a MyChart account in my physician office, but now would like to have one. How can I request an account?
I get an error when trying to sign up for MyChart using a third party, what does it mean?
What languages does MyChart support?
I already have a MyChart account with another doctor, do I need to create a new one for every hospital or doctor's office?
What if I have questions about creating a MyChart account?

 

Your Medical Record
When will my test results appear in MyChart?
Why are some test results not shared electronically via MyChart?
Why are some test results not immediately available via MyChart?
Why did I not I receive my test results in the mail after signing up for MyChart?
If I send a message to my doctor or nurse, when can I expect a reply?
Can I see the notes and details of my visit?
Where can I find provider notes in my account?
What is in the physician or clinic notes?
I don't see any notes or a specific note I expected. Why?
Can anyone else read my notes?
If some of my health information on MyChart is not correct, what should I do?
Where do I update my personal information?
How can I change my email address and/or notification settings?

 

MyChart for My Family and Proxy access
Can I view a family member's health record in MyChart?
Can I ask questions regarding a family member from my MyChart account?
Is there an age restriction to use MyChart?

 

After I Have Enrolled
I forgot my password. What should I do?
How can I change my password and/or security questions?
Where do I see what I owe? How do I make a payment on a bill?
What if there is an error on my bill?
How do I request a copy of my complete medical record?
How can I use MyChart to download information to share with providers outside of Trinity Health?

 

Technical Questions
What is your policy on releasing information regarding my health?
I was logged out of MyChart, what happened?
What do I need to use MyChart?
How do I install the MyChart mobile application?
How do I set up notifications for the mobile application?
Is my information secure when using the mobile app?
How much does the app cost?
How do I reset my password on the MyChart mobile app?
Who can I call if I need additional support?

 

MyChartCentral – Lucy
What is MyChartCentral?
How does MyChartCentral work?
What is Lucy?
If I do not have multiple MyChart accounts, can I use Lucy and MyChartCentral?
Can I view my family members' charts in MyChartCentral?
What should I do if the information I see in MyChart or Lucy is wrong?
How do I sign up for MyChartCentral and Lucy?
How do I access MyChartCentral and Lucy?
How can I get help if I have a question about MyChartCentral or Lucy?

 

Share Everywhere
What is Share Everywhere?
What information can the person I gave permission to view my record see

 

Happy Together
What is “Happy Together”?
How do I connect my different electronic medical record accounts for viewing within Happy Together?
Can I view my family members' charts at outside organizations?
Where in MyChart are allergies, health issues, test results and medications listed?
How can I send messages and schedule appointments with another doctor or provider?
Why am I unable to schedule an appointment with another doctor or provider or send them a message?
What does the Care Everywhere symbol mean?
What do the notification bubbles mean in the ‘Other Providers’ section of the home page?
Why does some information appear on the website but not in the mobile app?

 

Remote Visits
What is an e-Visit?
What conditions can be addressed in an e-Visit?
What is the fee for e-Visits?
What is a Video Visit?
What is the fee for a Video Visit?

 

Enrollment Questions

What is MyChart?

MyChart offers you personalized and secure online access to your medical records. It securely enables you to use the internet to help manage and receive information about your health. With MyChart, you can:

  • Schedule appointments
  • View your health record
  • View test results
  • Request prescription refills
  • Access trusted health information resources
  • Communicate with your care team
  • Pay your bills online
  • Confirm your appointment and electronically check-in to complete pre-visit paperwork online before your appointment
  • Download the MyChart app to keep track of your health using your smart phone and/or tablet
  • Note: some features are not available when accessing your account via the app
  • Get care through e-visits and video visits
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Is there a fee to use MyChart? 

No. MyChart is free for our patients and their proxies.

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How do I sign up?

At your visit you will receive a MyChart instant activation link, valid for 24 hours, via text or email. An activation code is not required for instant access.

Another way is to register is to go to the After-Visit Summary sheet or Billing Correspondence. Go to the MyChart page for Trinity Health and register using the activation code.

If you did not receive an activation code, lost it or it expired, you may call your healthcare provider to get one or ask to sign up during your next office visit.   

Also, at any time, Trinity Health offers a self-service sign up for those who do not have an activation code. If the information entered matches the information, we have in our system exactly as it appears, you will receive an email containing an access code.

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Is my access code my user ID?

No. Your access code is not your MyChart ID or password. You will use the access code only once to log in to MyChart for the first time. The code will expire after you have used it, or after 14 days. When you log in to MyChart for the first time, you will create your own unique MyChart ID and password.

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I declined a MyChart account at my visit but now would like to have one. How can I request an account?

Use the online signup option or contact your health care provider to gain access. 

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I get an error when trying to sign up for MyChart using a third party, what does it mean?

You may have received the following message when attempting to sign up for MyChart using our third party service: "We experienced a problem while communicating with the server." This message will appear if the information you have submitted to LexisNexis cannot be verified. This commonly happens if the person requesting access is under 18 years of age or has no financial or work history. Please recheck the accuracy of the information you've entered and retry. If you continue to see this message, please contact your health care provider's office for assistance in signing up for the portal.

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What languages does MyChart support?

MyChart is available in both English and Spanish. The default setting is English. To change to the Spanish version, click the “Ver en Español” link in the upper right corner of any page. This setting changes menus, headings, text on the pages to Spanish. Notes and messages from your care team will appear in the language they are written and will not be translated.

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I already have a MyChart account with another doctor, do I need to create a new one for every hospital or doctor's office?

If your MyChart account is with a different health care system, you will need to create a new account.

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What if I have questions about creating a MyChart account?

Please contact your health care provider.

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Your Medical Record

When will my test results appear in MyChart?

Your test results will appear in your MyChart account after the results are final. This is usually within one to seven days.

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Why are some test results not shared electronically via MyChart?

Your provider may determine which test results are accessible through MyChart. Additionally, some tests of a sensitive nature are not released to MyChart.

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Why are some test results not immediately available via MyChart?

Certain tests may require additional written explanation by the provider and may require a note from your provider or a printed letter.

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Why did I not receive my test results in the mail after signing up for MyChart?

When you sign-up for MyChart, you are automatically enrolled in paperless test results. If you would like a paper copy of your results, please contact your provider.

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If I send a message to my doctor or nurse, when can I expect a reply?

You will generally receive a response within one to two business days. Please note that MyChart should not be used for urgent situations. Please contact your provider's office if the situation requires immediate attention or dial 911 if it is an emergency.

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Can I see the notes and details of my visit?

Open Notes gives you access to your medical notes through MyChart. You can also view or print your medical record without having to call another office or request a paper copy.

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Where can I find provider notes in my account?

Access the 'Visits' menu and select 'Appointments and Visits'. Past visits will be listed by date. Underneath the calendar date, a link will be available to view your After Visit Summary and any notes completed by your provider.

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What is in the physician or clinic notes?

After a visit or discussion with your health care provider, the clinician writes a summary of the most important information from your visit. That note becomes a part of your medical record. The note may contain:

  • Summary of the medical history you provided
  • Physical exam findings such as blood pressure and weight
  • Your provider’s diagnosis and information about your condition or symptoms
  • Your provider's treatment plan that was discussed with you
  • Next steps, including upcoming tests, follow-up appointments or referrals
  • Limited inpatient notes may be shared through MyChart
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I don't see any notes or a specific note I expected. Why?

Possible reasons include: 

  • Your health care provider may not share notes.
  • The note may not be ready. Health care providers review notes for accuracy before approving. Once approved electronically, the note will become available.
  • Certain notes containing sensitive information may not be shared.
  • If you have questions, speak with your health care provider's medical records department.
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Can anyone else read my notes?

Those who can see your notes include you, your care team and any others you have granted access to.

To see who may access your account, go to my account, select ‘Personalize’ under the Settings folder. The section 'Who Can View My Record' contains individuals able to view your account.

To view who has accessed any information in your online medical record, choose ‘Who’s Accessed My Record?’ under the Health folder - My Record. This feature will include who accessed your medical record and when the record was viewed.

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

Your MyChart information is directly from your electronic health record used by health care providers. Please contact the Health Information Management or Medical Records department at the hospital or provider office that reported the information to correct any inaccurate information.

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Where do I update my personal information?

Access the Profile menu and select the Personal Information option. You can edit your Contact Information, Details about Me (preferred name, race, ethnicity, primary language, etc.), and Family & Friends to contact in case of an emergency. After editing any necessary changes, click Accept Changes. This will send a request to review the updates. Once you review and confirm the updates, the updated information will appear in your account. 

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How can I change my email address and/or notification settings?

  • Go to Profile > Communications.
  • Select notification options (for example, Appointments or Messages) or expand a notification group to select options for individual notifications you want to receive.
  • Update your email address and mobile phone number if needed.
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MyChart for My Family and Proxy access

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

Yes, you may access some members record, depending on your relationship. Proxy access allows a parent, guardian, or power of attorney to log in to their personal MyChart account, and then connect to information regarding their family member. Complete a Proxy Consent Form through your health care provider to request access to this convenient service.

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

No. Your MyChart account is direct access to your personal health record. Communicating about someone other than yourself while in your MyChart account would add another individual's information to your health record. This information would not appear in the correct health record and lead to potential lapses in care.

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Is there an age restriction to use MyChart?

You must be 12 or older to use MyChart. Individuals 12-17 years of age must have parental or guardian consent or be an emancipated minor. Those over 18 are eligible for MyChart access.

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After I Have Enrolled

I forgot my password. What should I do?

You can click the "Forgot Password?" link on the sign-in page to reset your password online. You also can select "Forgot Username?" for help with your username. If you are having trouble logging in, contact the health care provider where you obtained your MyChart enrollment.

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How can I change my password and/or security questions?

Please click the "Forgot Password?" link on the login page or click here. Access the settings menu and select the Security Settings option. You will need to enter your current password to change any of this information.

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Where do I see what I owe? How do I make a payment on a bill?

From the MyChart home page, click on the Quick Link - View billing summary on the right side of the screen. This will take you to your Billing Account Summary. From there, you can view the amount due for various accounts. Click the blue PAY button to make a payment or click on the See Account Detail hyperlink to see more information about an account.

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What if there is an error on my bill?

From the MyChart, click on the Messaging icon and select the Customer Service Question option.

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How do I request a copy of my complete medical record?

Access the Health menu from the homepage:

  • Choose Document Center
  • Visit Records
  • All Visits
  • Download (blue button)
  • Summary Package with password protection

You can also find this compiled information in the Requested Records section in the Document Center.

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How can I use MyChart to download information to share with providers outside of Trinity Health?

To share information with another provider, you can download and print post-appointment summaries, a health summary document or test results from your MyChart account.

In MyChart:

  • Go to Health
  • Share My Record
  • Share with People
  • Select “Download or share my record” which will take you to the Visit Records page.

Please see "How do I request a copy of my complete medical record?" for steps. You can also download specific visit information instead of downloading your complete record.

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Technical Questions

What is your policy on releasing information regarding my health?

MyChart is licensed and operated by Trinity Health and is fully compliant with federal and state privacy laws. Your name and email address are treated with the same care and privacy as your health records and will never be sold or leased by MyChart. For a complete description of the privacy policy, click here.

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I was logged out of MyChart, what happened?

We aim to protect your privacy and security regarding your health information. While logged into MyChart, if your keyboard and/or mouse remain 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.

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What do I need to use MyChart?

You need internet access and an up-to-date preferred browser such as Mozilla Firefox, Apple Safari or Google Chrome. Internet Explorer may require the installation of an additional plug-in on your device.

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How do I install the MyChart mobile application?

Using your Apple or Android phone, find and download ‘Trinity Health MyChart’ from the app store. Make sure to accept the license agreement, select the state of your health care provider and select ‘Trinity Health’.

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How do I setup notifications for the mobile application?

Push notifications send messages without you opening the app. Log into MyChart and click on Profile and select Communications to configure your notifications preference within the application.

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Is my information secure when using the mobile app?

Epic Systems developed the MyChart app to provide a secure display of information without storing any sensitive material on the device. In addition, users need to login each time, just as they do with MyChart. To keep your health information safe, do not share your login or password. If you would like others to see your information, add names to your Proxy Access list.  (link to Proxy section)

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How much does the app cost?

There is no cost to download or use the MyChart Mobile app.

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How do I reset my password on the MyChart mobile app?

You cannot change/reset your login password using the MyChart mobile app. Here are the steps to accomplish this using the phone’s internet browser.

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Who can I call if I need additional support?

If you are a patient or a proxy to a patient who receives their care from a hospital or health care provider in Michigan and you have additional questions related to your account, please contact our Michigan MyChart Support line by dialing 1-844-982-4278.

Note: This number is only for Michigan users of the portal at this time.

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MyChartCentral – Lucy

What is MyChartCentral?

MyChartCentral helps you organize your health information. It is a website portal to all your online MyChart accounts, allowing you access without entering your username and password for each chart. With MyChartCentral, you do not need to remember a handful of passwords and visit multiple websites looking for your medical data; you can find it all in one place.

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How does MyChartCentral work?

MyChartCentral checks your online Epic MyChart documents to see what is new and displays a summary of the latest information with links to jump straight to your online account so you can view more.

To Sign up to use MyChartCentral, first log in to your MyChart account and select menu option “My Medical Record” then click on “Lucy and MyChart Central."

After signing up, you can access MyChartCentral and Lucy by going to www.mychartcentral.com or logging in to MyChart and accessing MyChartCentral by selecting menu option "My Medical Record", then clicking on “Lucy and MyChart Central”.

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What is Lucy?

Lucy is a personal health record that gives you a permanent home to organize all your medical information, regardless of where it you received care. The health information can be from MyChart, other electronic medical records, as well as patient-entered data. You can request an updated copy of your Epic MyChart medical record at any time and store it in Lucy.

You can also add and manage information about your health and choose to share it with organizations where you receive care. If your insurance changes or you move away and need to leave your current organization, Lucy will follow you.

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If I do not have multiple MyChart accounts, can I use Lucy and MyChartCentral?

Even if you have only one MyChart account, you can still use Lucy as your personal health record. MyChartCentral can provide access to your one MyChart account and Lucy with a single username and password.

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Can I view my family members' charts in MyChartCentral?

Yes, you can! MyChartCentral and Lucy let you see the same family members you can see through your MyChart. If you would like to request access to a family member’s chart, please see Proxy Access topic in Frequently Asked Questions. (link to Proxy section)

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What should I do if the information I see in MyChart or Lucy is wrong?

If information in your MyChart account or Lucy is wrong, please contact the Health Information Management or Medical Records department at the hospital or provider office that reported the information so they can correct any inaccuracies. After the information appears correctly in MyChart, you can get an updated copy in Lucy.

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How can I get help if I have a question about MyChartCentral or Lucy?

While you are in MyChartCentral or Lucy or from the MyChartCentral log in page, click the “Request Help” hyperlink at the bottom of the screen. After you submit the form, you will receive a response via e-mail within two business days.

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Share Everywhere

What is Share Everywhere?

Share Everywhere lets you temporarily share portions of your medical information with medical professionals. Using your MyChart or MyChart mobile account, you can generate a share code so health professionals may temporarily view your health data. This might be a doctor, chiropractor, physical therapist, dentist or school nurse. The share code recipient enters the code and your date of birth on the Share Everywhere website to receive one-time, temporary access to your health information. The person who views your information can also write a note back to the record to keep the team informed.

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What information can the person I gave permission to view my record see?

The person you share your record with can see a subset of the same information you can see in your own MyChart account, including medications, allergies, health issues, immunizations, results, medical history and visit records.

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Happy Together

What is “Happy Together”?

You can see your health information from other organizations in MyChart through Happy Together without having to log in and out of different portals. If you have an existing medical record at another organization, the outside chart can be linked with the Trinity Health MyChart account. Medications, allergies, test results, and problem list from the outside organization will be viewable within MyChart. You can also message and schedule appointments with other organization providers through MyChart.

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How do I connect my different electronic medical record accounts for viewing within Happy Together?

After logging in to MyChart, click the Settings menu and select Manage My Accounts. If you have an established relationship with another organization, that account will display. Use the Link or Unlink button to control whether you would like your MyChart account to display information from the other organizations. To link your accounts, you must have an active patient portal at another organization that uses Epic/MyChart. Make certain the correct organizations are listed that you visit. If there is incorrect information listed or if your other organization is not listed, please contact the organization.

After logging in to your MyChart account, if the option to link to an external organization is available but fails, the MyChart account at the external organization may be inactive. Reach out to the external organization to have your account reset.

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Can I view my family members' charts at outside organizations?

You must have a proxy account at both your organization and the external organization to see information for another patient. If you do not see the proxy account from the external organization, contact the external organization to establish a proxy relationship.

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Where in MyChart are allergies, health issues, test results and medications listed?

Allergies from both your organization and external organizations appear as a single list on the Allergies page and if the information matches, it appears only once. Similarly, problems appear in a single list in the Current Health Issues page. Test results from Trinity Health and the outside organizations appear as a single list on the Test Results page.

Medications appear on the Medications page, regardless of similarity, separated into tabs by organization.

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How can I send messages and schedule appointments with another doctor or provider?

Reply to an outside provider's message in the Message Center by selecting the message from the provider and then clicking ‘Reply’. To initiate a message click ‘Ask a Question’ from Message Center.

The Appointments and Visits page shows past and upcoming appointments from both Trinity Health and external organizations. Click on an appointment to load the visit information associated with the appointment. The option to schedule an appointment with outside providers is on the Appointments and Visits page.

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Why am I unable to schedule an appointment with another doctor or provider or send them a message?

The MyChart account at the external organization must be active in order to message and schedule appointments with that organization from your Trinity Health MyChart. The external MyChart account must allow patients to message or schedule appointments with their external providers. If you cannot do these activities in your MyChart account from the external organization, you will not be able to complete these activities from your Trinity Health account.

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What does the Care Everywhere symbol mean?

The Care Everywhere symbol appears on all information from an external organization. Hover your mouse over the symbol to see where the information is from.

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What do the notification bubbles mean in the ‘Other Providers’ section of the home page?

The red notification bubbles appear if you have notifications available at an external organization. You can click the organization icon to jump into the external organization's MyChart, where you can see the notifications. Red notification bubbles appear only if you have an active MyChart account at the external organization.

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Why does some information appear on the website but not in the mobile app?

The MyChart mobile app does not have functionality to support viewing data from external organizations.

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Remote Visits

What is an e-Visit?

An e-Visit is a non-urgent, non-emergent online visit initiated by a patient. A guided questionnaire captures descriptions of your symptoms that are submitted to your provider's office. 

Use the Submit an e-Visit quick link on the right side of the screen to get started. Read through and accept the e-Visit disclaimer. Select from a predefined list of reasons for your e-Visit and select your provider. Screen prompts will guide you through the visit. Note: not all providers are accepting e-Visits.

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What conditions can be addressed in an e-Visit?

You can use an e-Visit to address one of the following conditions with a provider:

  • Back Pain
  • Cough
  • Diarrhea
  • Fatigue
  • Red Eye
  • Sinus Problems
  • Vaginal Discharge/Irritation
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What is the fee for e-Visits cost?

Depending on the provider and your insurance, an e-Visit is generally between $25 and $35. A fee estimate is presented prior to submitting the questionnaire. We will bill your insurance carrier for these services. You will be financially responsible for any charge related to the e-Visit that are not covered by your insurance carrier and any follow-up care ordered or directed as a result of the e-Visit, including, but not limited to diagnostic testing, prescribed drugs, a laboratory test, referrals for subsequent care or an office visit.

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What is a Video Visit?

Video Visits offer you the ability to receive non-urgent care from your provider through a live audio/video stream using a smartphone, tablet or computer with webcam. To schedule a Video Visit, log in to your MyChart account. Click the schedule an appointment quick link on the right side of the screen and choose the "Video Visit" option. Prompts will guide you in providing the information necessary to schedule the Video Visit.

Currently, the following browsers are preferred: Firefox, Google Chrome and Safari. Internet Explorer is also an option although not preferred. Not all providers may participate in Video Visit appointments at this time. Contact your provider for more information.

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What is the fee for a Video Visit?

The cost of a video visit may vary by provider. Many insurance plans will cover this fee at the same rate as an in-office visit with your primary care provider. Please contact your insurance company directly to find out if your plan covers this service.

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