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Frequently Asked Questions About MyChart

We are here to help answer any questions you may have about MyChart at Henry Ford. Below, you can find the most frequently asked questions we receive about MyChart, as well as answers to those questions.

Your Medical Record Proxy Access Technical Questions Billing Questions MyChart Mobile Questions   Linking External Accounts MyChartCentral and Lucy

Your Medical Record

Are all Henry Ford Health facilities, care teams, and doctors using MyChart?

All facilities and most care teams and doctors who work with Henry Ford Health use MyChart. Check with your doctor and care team on the best way to interact with them through MyChart. They may not use all parts of MyChart.

MyChart will show your results for all lab tests and imaging done at any Henry Ford Health facility, even if your doctor does not use MyChart.

Can I download information from MyChart to share with doctors outside of Henry Ford Health?

Yes, you can download and print out post-appointment summaries, a health summary document, or test results from your MyChart account to share with doctors outside of Henry Ford Health.

You can also use the “Sharing Hub.” Login to MyChart. From the menu button find Sharing Hub. From here, you can easily download and share information with others. You can also request a release of your medical information to other doctors, insurance companies, and more.

The “Share Everywhere” option allows a non-Henry Ford doctor one-time, limited access to your record. They can view your information and write a note to your Henry Ford care team.

When can I see my test results in MyChart?

  • All test results processed at a Henry Ford Health walk-in lab are automatically released to MyChart.
  • Most test results related to a hospital stay or emergency visit will be released to MyChart as soon as they are available.
  • Sensitive results, such as the sex of your baby or results related to a cancer diagnosis, are released by your doctor or after a three-day delay. Please do not view results if you prefer to speak with your doctor first.
  • Research-related results are not released to MyChart.
  • As of right now, radiology images are not available in MyChart. You will see a summary of the results.

Why do I not receive my test results in the mail anymore?

When you sign up for MyChart, you automatically enroll in paperless test results. Talk to your doctor if you would like a paper copy.

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

You will usually get an answer within 2 business days. Allow more time if you send a message on a weekend or holiday.

Remember, do not use MyChart for emergencies. Call 911 or go to the nearest emergency department.

What are visit notes and where can I view them?

Visit notes are completed by your doctor based on your visit. You are able to see these in MyChart to look back at what your doctor shared and documented at your visit.

All notes will be in your MyChart after your doctor signs them. If you select “Visits” from the menu in MyChart, look under your “Past Visits.” Look for the visit you want to view and select “View Notes” to see your doctor’s note.

Why am I not able to see my visit note?

Most notes should be released after they are signed by your doctor. If you cannot see the note, it may not be signed yet by your doctor, your doctor may have decided not to share a specific note, or you requested that a note not be shared. Send your doctor a message if you are not sure why you cannot see a note.

What should I do if I do not agree with my visit note?

If you believe information in your visit note is not correct and needs to be updated, you have the right to request an amendment (change) to the information. Each request is reviewed carefully. The medical records team will work with your doctor to decide if a correction needs to be made or not. You will get a letter that tells you if your request is approved or denied.

To request an amendment (change):

  1. Login to your MyChart, go to the ‘Menu,’ and select ‘Request for Amendment of Medical Records.”
  2. Complete the form and return it through one of the options listed on the form.
  3. Your request will be reviewed by the medical records team and your doctor.
  4. You will get a response in 60 days. If the team needs longer to review it, you will get a letter that extends that time for up to 30 days.
  5. You will get a letter that approves or denies your request, and more information about the decision.

What should I do if some of my health information in MyChart is not correct (such as my medicines, allergies, height, weight, etc.)?

Send a message to your doctor through MyChart. They can work with you to update it at your next appointment.

 

Proxy Access

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

Yes, you can. This is called proxy access and allows you to log in to your personal MyChart account and then connect to information regarding your family member. Only the patient can reset a MyChart password.

  • For a minor (age 0 to 13 years): a parent or guardian is able to view and act fully on behalf of the child within MyChart.
  • For a minor (age 14 to 17 years): a parent or guardian may only request an appointment on behalf of the child and view the billing information. This is a state law (State of Michigan Minor Consent Laws).
  • For anyone 18 and older: they must grant proxy access to family members through MyChart. They can also ask a Henry Ford Health staff member for help.

Who can request proxy access?

You can find this information in the terms and conditions of MyChart.

  • Parents or legal guardians may request proxy access to their children’s record.
  • Adults may also request proxy access to an incapacitated adult that is under their legal guardianship (if a legal document exists within the patient’s record).
    • A court-ordered Legal Guardian will need to present a copy of legal paperwork verifying their authority to have access to the patient's medical information if a scanned copy is not already in the patient's record.
    • Note: A person with an active Medical Durable Power of Attorney (DPOA) will need to present a copy of legal paperwork verifying their authority to discuss (not access) the patient's medical information if a scanned copy of such legal documentation is not already in the patient's record.

Can I ask questions about a family member and their care from my MyChart account?

No. MyChart offers direct access only to your personal health record. You cannot ask questions about someone else, as it would go in your health record and not theirs.

Can my spouse and I share one MyChart account?

No. Each person must have their own account. You can request proxy access for each other.

How do I revoke or remove someone from accessing my medical records?

You may revoke a person’s proxy access to your information at any time.

  1. Login to MyChart.
  2. Go to the Menu and find the “Account Settings” section.
  3. Choose “Allow Proxy Access” and then click “Revoke” for the person you would like to remove access.

 

Technical Questions

I forgot my password. What should I do?

You can click the “forgot password” link on the login page to reset your password. You can also call (313) 876-7951 for help. Only the patient can reset the password.

Where can I update my personal information, such as my email, change my password, preferred name, etc.?

Log into MyChart. Go to the menu, scroll to the “Account Settings” section, and choose “Personal Information.”

How is Henry Ford 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. For more details about our security practices, go to the security and confidentiality section of our terms and conditions of MyChart.

You can ensure that your account stays secure even if someone else has your username or password by turning on two-step verification. When this feature is turned on, you must enter a code that is sent to you by email or text message to log in to MyChart, in addition to using your username and password. You may opt-out of Two Factor Authentication at any time by updating your preferences in MyChart under Security Settings.

For more information about security, go to the terms and conditions section in MyChart.

What is your privacy policy?

Henry Ford MyChart is owned and operated by Henry Ford Health and is fully compliant with federal and state laws pertaining to your privacy. Your name and email address will be treated with the same care and privacy given your health records and will never be sold or leased by Henry Ford Health. View our privacy policy.

I was logged out of MyChart, what happened?

For your safety and privacy, MyChart will log you out after 15 minutes if you are not actively using it.

If you get logged out right after you log in, it could be a problem with your web browser. Make sure you use Mozilla Firefox, Google Chrome, Apple Safari, or Microsoft Edge.

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

Activation codes expire after 60 days (for security). Activation codes are not valid after the first time you use it. Call (313) 876-7951 for help to activate your MyChart.

  

Billing Questions

Where can I see my bills or what I owe, and make a payment?

Log in to MyChart. Select the “Menu”, and scroll to the “Billing” section. If you have questions about billing, call Henry Ford Billing Customer Service at (800) 999-5829.

You can also select “Pay as a Guest” from the home page of MyChart from a computer or laptop.

Where can I access my prior online billing and payment information?

You are able to see your past and current billing information through MyChart.

Do I have to have a MyChart to pay my bills?

No. Watch this video for details.

Can I see or pay my family member’s billing through proxy access?

  • If a guarantor (the person responsible for paying the bill) is given proxy access to a family member, they can sign in to MyChart and make a payment for the family member.
  • Anyone can make a payment through “Pay as a Guest” on MyChart if you have the guarantor ID or account number, and the guarantor’s last name.

Where can I choose whether to receive electronic or paper statements?

Your preferences for billing and payment are those that you have set up for other functions in MyChart. To see your preferences:

  1. Log in to MyChart.
  2. Go to the “Menu” and search “Communication Preferences.”

Will moving billing and payment to MyChart effect my payment type?

For a limited time, direct payments from a bank or checking account will not be possible in MyChart. You will be able to pay by credit or debit card. You can also contact customer service at (800) 999-5829 to pay with your checking account by phone.

Where do I get more information about billing and pricing?

Visit www.henryford.com/billing.

 

MyChart Mobile Questions

What is MyChart Mobile? How can I get it?

MyChart Mobile is an app available to access your MyChart account on your phone. You can download the MyChart mobile app on your device at no charge.

  • Download the MyChart app from either the Apple App Store or the Google Play store
  • Once the app has been installed, click to open it, and accept the license agreement
  • If prompted, “MyChart would like to use your Current Location," click on [OK]
  • If you click [Don’t Allow], when prompted to select a “healthcare provider” and/or enter in a “name/zip/state”:
    • Type in “Henry Ford” or “Michigan”
    • Scroll until you see “Henry Ford MyChart," then click to select it

You may also download the app on your desktop computer and install it on your mobile device.

Where can I get more information about the mobile app, such as connect to Apple Health or more?

Visit the terms and conditions for more information.

apple health badge

Linking External Accounts

What is “Link My Accounts?”

Link my accounts is a MyChart feature where you can link your MyChart from other organizations with your Henry Ford Health MyChart. After you link your account, you will be able to see your medicines, allergies, problem list, test results, and more from both Henry Ford Health and the other organization. You will also be able to message your doctors and schedule appointments for both organizations through Henry Ford MyChart.

What if I get an error message or it will not complete the account linking?

If the connection fails to link your MyChart accounts, it is likely because you have an inactive MyChart account with the other organization. You will need to contact the other organization to have your account reset.

How is proxy access handled with linked accounts?

You must allow someone proxy access through both the other organization’s MyChart and Henry Ford Health MyChart in order for them to see your information.

How do I link or unlink an external account?

  1. Login to MyChart.
  2. Select the “Menu” tab.
  3. Find the “Sharing” section. You will see an option to “Link My Accounts.” You can also search “Link My Accounts” in the search bar.

What does the Care Everywhere symbol mean?

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

Care Everwhere H2G icon in MyChart

 

MyChart Central and Lucy

What is MyChart Central and Lucy?

MyChart central provides you a place to get to all of your MyChart accounts with one username and password. Lucy is a personal health record that can help you organize all your medical information.

For more information on MyChart Central and Lucy:

  1. Login to MyChart.
  2. Go to the “Menu” tab.
  3. Search “Lucy” or scroll to the “Sharing” section and select “Lucy.”
  4. This will take you to a page with information on both MyChart Central and Lucy.

 

For more information on virtual care options like video visits on demand or scheduled video visits, go to www.henryford.com/VirtualCare.

 

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