MyChart Frequently Asked Questions

Enrollment Questions
What is MyChart?
Is there a fee to use MyChart?
How do I sign up?
Who do I contact if I have further questions?
Your Medical Record
When can I see my test results in MyChart?
Why are certain test results not shared electronically via MyChart?
If some of my health information on MyChart is not correct, what should I do?
How do I get copies of my medical record?
If I send a message to my provider, when can I expect a reply?
MyChart For My Family
Can I view a family member's health record in MyChart?
Where can I get a Proxy Consent Form?
Can I ask questions regarding a family member from my MyChart account?
Can my spouse and I share one MyChart account?
Why can't I see my family member's health record from a different health care organization who offers MyChart?
After I Have Enrolled
I forgot my password. What should I do?
Can you send me a new activation code as I have lost it, let it expire or did not receive it?
Where can I update my personal information (e.g., home address, email or change my password)?
eVisit Questions
What is a MyChart eVisit?
How does it work?
What types of symptoms can be diagnosed?
How long does an eVisit take?
What does it cost?
Who will provide my care?
Can I get a prescription?
What about my health history?
Technical Questions
How is MyChart secure?
What is your privacy policy?
I was logged out of MyChart, what happened?
What do I need to use MyChart?
My activation code does not work, what should I do?
How do I access MyChart on my mobile device?

What is MyChart?

HealthEast MyChart offers patients personalized and secure on-line access to portions of their medical records. It enables you to securely use the Internet to help manage and receive information about your health. With MyChart, you can use the Internet to:

  • Request or cancel medical appointments
  • Send secure messages to your provider
  • View your health summary
  • View test results
  • Request prescription renewals
  • Print a list of your medications or immunizations
  • Pay your bill online
  • Access trusted health information resources

If you have additional questions about HealthEast MyChart, email mychart@healtheast.org or call 651-232-1660 and we will assist you.

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Is there a fee to use MyChart?

MyChart is a free service offered to our patients. The MyChart app for your mobile device is also free.

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How do I sign up?

Patients can sign up for MyChart in one of two ways:

  • Go to Sign Up Now and follow the prompts to set up your account.
  • Ask your care team for an activation code during your next visit, or send an email to mychart@healtheast.org to request a code.
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Who do I contact if I have further questions?

You may email us at mychart@healtheast.org, or you can call our MyChart Patient Support Line at 651-232-1660.

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When can I see my test results in MyChart?

Your test results are released to your MyChart account within two hours of being finalized. Tests of a sensitive nature will not be released to MyChart. Radiology and pathology results are released four days after being finalized. This is to allow your provider time to receive the results, review them and contact you if there is further follow-up that is needed.

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Why are certain test results not shared electronically via MyChart?

Your provider is able to determine which types of test results are able to be accessed through MyChart. HealthEast is not able to display test results in MyChart that were ordered by a non-HealthEast provider.

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

Your MyChart information comes directly from your electronic health record at your provider's office. Your health information is reviewed and updated in your electronic health record at each visit. If you feel that any information on MyChart is incorrect, you can request an amendment to your health information. To request an amendment, please download and print a Request for Amendment to Health Information Form.

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How do I get copies of my medical record?

You are able to print your lab results and After Visit Summaries within MyChart at your convenience. If you would like to request an electronic copy of your records, you can visit the Document Center within the Health menu. Please note that any records prior to June 2014 from a HealthEast hospital or clinic will be sent to you via U.S. mail to the address listed in your chart. If you prefer to complete a printed form, please download the release form and return it to us by one of the methods listed on the form. For additional information and questions, please call our Release of Information Department at 651-232-4999.

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

You will generally receive an answer within 2 business days. Please note that MyChart should not be used for urgent situations. Please contact your provider if the situation requires immediate attention or dial 911 if it is an emergency.

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

Yes you can. This is called Proxy access and allows a parent (guardian or a designated individual) to log in to their personal HealthEast MyChart account, and then connect to information regarding their family member. Complete a Proxy Consent Form and return it to one of our medical facilities to request access to this convenient service.

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Where can I get a Proxy Consent Form?

Go here for a Proxy Consent Form. Fill it out and return it to one of our medical facilities.

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

MyChart offers direct access to your personal health record and communicating about another individual's information would be placed in your health record. This information would not appear in the correct health record and could potentially jeopardize medical care.

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Can my spouse and I share one MyChart account?

No, due to the sensitive nature of medical information, each adult must sign and submit a Release of Information request and establish their own MyChart account. They can obtain proxy access into one another's MyChart

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Why can't I see my family member's health record from a different health care organization who offers MyChart?

First, verify that you have signed up for proxy access with each organization. External organizations control what information is shared with HealthEast and may not allow access or may allow different access to your family's medical record.

I forgot my password. What should I do?

Go to Password Reset and select the option that says "I have a MyChart account, but have forgotten my username or password." You may also contact our MyChart Patient Support Line at 651-232-1660 to request a new, secure password.

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

Contact us at mychart@healtheast.org or call our MyChart Support Line at 651-232-1660. After we verify your information, a new code will be generated.

You can also sign up without an activation code by visiting Sign Up Now and following the instructions.

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Where can I update my personal information (e.g., home address, email or change my password)?

Log in to MyChart and select Personal Information within the Profile menu.

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What is a MyChart eVisit?

HealthEast offers eVisits as a convenient way to receive medical care for non-urgent illnesses using online communication. We treat common conditions that can be accurately diagnosed without an in-person exam.

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How does it work?

Simply answer questions about your condition through your secure MyChart account. A provider will review your symptoms and health history, and respond with a diagnosis and treatment plan.

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What types of symptoms can be diagnosed?

Our eVisit providers treat the following non-emergency conditions:

  • Back Pain
  • Cough
  • Depression/Anxiety
  • Diarrhea
  • Headache
  • Heartburn
  • Red Eye
  • Sinus Problems
  • Urinary Problems
  • Vaginal Discharge
  • Other

If your illness is urgent or life threatening, please call 911 or seek medical attention at a health care facility.

If you have a health concern not listed above, please contact your clinic or call Care Connection at 651-326-2273 to schedule an appointment.

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How long does it an eVisit take?

It takes only 10-15 minutes to complete the questionnaire. A provider will respond within 24 hours on days clinics are open.

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What does it cost?

The cost of an eVisit is $40, if not covered by insurance. You will not be charged if your provider recommends you should be seen in person. You will be asked to provide credit/debit card information, but your card will not be charged until insurance coverage has been determined. Call the number on your insurance card to find out if eVisits are covered. Medicare and Medicaid do not cover eVisits. Prescriptions, laboratory testing, and imaging, if needed, are not included in the cost of the eVisit.

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Who will provide my care?

eVisit providers are experienced, board-certified nurse practitioners and consulting medical doctors.

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Can I get a prescription?

Yes, providers are able to prescribe medications if needed. Prescriptions will be electronically transferred to the pharmacy of your choice.

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What about my health history?

Your provider will have access to your HealthEast records to provide a thorough diagnosis. Your eVisit information will be added to your HealthEast MyChart electronic health record.

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How is MyChart secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure activation codes, personal usernames, and passwords. Each person controls their password, and the account cannot be accessed without that password. Further, MyChart uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with MyChart. Unlike conventional email, all MyChart messaging is done while you are securely logged on to our website.

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What is your privacy policy?

Your privacy is of the utmost importance to us. HealthEast will use your confidential medical information in order to provide you with health care services. HealthEast will, at all times, maintain your confidential medical information in strict confidence and will not disclose any information regarding you to any unaffiliated third party unless you authorize that person to receive your information or the information is permitted to be disclosed by law. Please review Notice of Privacy Practices for a thorough description of how we gather, use and protect your confidential medical information. All messages sent and received within MyChart that contain medical information are subject to all state and federal laws governing the security and confidentiality of medical records.

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How is MyChart secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure activation codes, personal usernames, and passwords. Each person controls their password, and the account cannot be accessed without that password. Further, MyChart uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with MyChart. Unlike conventional email, all MyChart messaging is done while you are securely logged on to our website.

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I was logged out of MyChart, what happened?

We aim to protect your privacy and security of your information. While logged in to MyChart, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out of MyChart. We recommend that you log out of your MyChart session if you need to leave your computer for even a short period of time.

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What do I need to use MyChart?

You need access to a computer connected to the Internet and an up-to-date browser (such as Internet Explorer).

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My activation code does not work, what should I do?

For your security, your activation code expires after 60 days and is no longer valid after the first time you use it. If you still have problems, email us at mychart@healtheast.org or you can call our MyChart Patient Support Line at 651-232-1660.

You can also sign up without an activation code by visiting Sign Up Now and following the instructions.

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How do I access MyChart on my mobile device?

To access MyChart on your mobile device, download the free MyChart app in the App Store and Google Play.

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