GENERAL QUESTIONS

What is MyChart?

MyChart gives you free, online access to your Jefferson Health medical record, 24/7. Through a secure, internet connection, you can use your MyChart account to conveniently manage and receive information about your health. This includes:

·         Scheduling medical appointments online

·         Requesting prescription renewals

·         Messaging your healthcare providers

·         Viewing your lab results

·         Paying your bill online

·         Tracking your healthcare information over time

·         Viewing summaries of past visits to your provider

·         Requesting referrals for Jefferson Health providers

·         Seeing a doctor by video for your scheduled visits

 

How do I sign up for MyChart?

First, you need access to a smartphone, tablet or computer connected to the Internet and an up-to-date browser, such as Mozilla Firefox, Google Chrome, Safari or Internet Explorer. Then, select one of the following ways to activate your Jefferson Health MyChart account:

First, you need access to a smartphone, tablet or computer connected to the Internet and an up-to-date browser, such as Mozilla Firefox, Google Chrome, Safari or Internet Explorer. Then, select one of the following ways to activate your Jefferson Health MyChart account:

1.      Use an Activation Code

If your MyChart account has not already been activated, Jefferson Health will send you an activation code prior to your upcoming appointment. Go to JeffersonHealth.org/MyChart. Under New User, click on Sign Up Now. Enter your activation code and follow the prompts.

 

2.      Request a Quick Activation during a Visit

When you visit your doctor, you can ask for a secure link to activate your account. For security purposes, this link will only remain active for 10 minutes. Click on the provided link and follow the prompts.

 

3.      Sign Up without an Activation Code

Visit JeffersonHealth.org/MyChart. Under New User, click on Sign Up Now. On the right side of the page, you will see No Activation Code? Click on Sign Up Online. From there, you can request an activation code from your provider or answer a few questions to verify your identity. Create your username and password. Usernames must be 6-10 characters and include at least one upper case letter.

For further information, visit our webpage HERE to watch a detailed video on how to activate your MyChart account.

What should I do if my activation code does not work?

For your security, your activation code is only valid for a single use and expires after 60 days. You can request a new code by contacting your provider. You can also visit JeffersonHealth.org/MyChartID and answer a few questions to verify your identity. Once verified, you will be able to access your account. If you are still having difficulty, please call us at 215-503-5700.

What should I do if I forget my password?

Click the Forgot Password link on the login page to reset your password. You can also call us at 215-503-5700. One of our representatives will be happy to help to you.

Can I print my health information?

Yes, you can print information where a print icon is shown. This clickable icon is usually located at the top right of a page.

 

MYCHART MOBILE APP

What is MyChart mobile?

Use your existing MyChart account to manage your health information and communicate with your doctor on your mobile devices, including Apple Watch.The MyChart app is free and is available at Google Play and the App Store.

How can I get the MyChart app?

Before you can use the app, you will need to activate your MyChart account on a desktop computer. Once your account is activated, visit Google Play or the App Store. Search for MyChart, version 5.0 or higher. After downloading the app, select Jefferson Health from the list of health systems. Log in using the same username and password you use on your desktop or tablet. MyChart Users

Can I set up accounts for my children?

Yes, this is called Child Proxy. You will need to complete a Proxy Access Consent Form.

For Children 0-12 Years Old

If your child is 12 years old or younger, complete the Minor Patient section. Bring the completed form and proper identification (e.g., driver’s license, US passport) to a Jefferson Health provider or a designated Proxy Form Drop-off Location; your child does not need to be present. After this information has been verified, you will be able to set up your child’s Jefferson Health MyChart account.

Please note, 60 days prior to your child’s thirteenth birthday, you will receive a notice that your teen needs to authorize your continued limited access to their medical record. Without this authorization, you will not have access to their record upon their thirteenth birthday.

For Children 13-17 Years Old

Along with your son or daughter, complete a Consent Proxy Form. Bring the completed form and proper identification (e.g., driver’s license, US passport) to your adolescent’s healthcare provider; or a designated Proxy Form Drop-off Location; your teen does not need to be present. Upon verification, this form provides limited access to your adolescent’s medical record.

Limited access for this age range complies with state regulations designed to protect minors who seek treatment for pregnancy, chemical abuse and sexually transmitted diseases. For further information, please contact your healthcare provider.

As an adult, can I give others access to my medical record?

Yes. You have control over who has access to your records. You may grant a spouse or someone over 18 years old who helps you manage your health, full access to your medical record. This is known as ‘Adult Proxy’ access. Please ask your provider about required forms and documentation. When submitting completed forms, the proxy and patient must provide proper identification (e.g., driver’s license, US passport) and both must be present to deliver the forms.  You and your proxy can present the forms and documentation at your physician’s office or a designated Proxy Form Drop-off Location.

 

Can my spouse and I share one MyChart account?

No. Due to the sensitive nature of medical information, each adult must accept Terms and Conditions of Use and establish their own MyChart account.

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

No. Any MyChart inquiry directs the provider to the account the inquiry came from. To ask questions on behalf of your family member, you will need Proxy Access.

 

TELEHEALTH VIDEO VISIT

How do I make a telehealth video visit with my health provider?

You can use your MyChart app on your mobile device (phone or tablet) or the MyChart website from your PC for a telehealth video visit. For mobile, Android and iOS are the only mobile platforms supported. 

What mobile devices are able to be used for a telehealth video visit?

Mobile devices (phone or tablet) that are running the Android Operating System (OS) or iOS are required. 

What version of Android OS or iOS is required for a telehealth video visit using my mobile device?

You must have Android version 5.0 or higher, or iOS version 10.0 or higher

Can I make a telehealth video visit from my mobile device with any mobile carrier?

You can use Verizon, AT&T or Sprint. T-Mobile data service is not currently supported. 

What do I need to make a telehealth video visit from my PC or Mac?

When using a PC you must have a camera with a microphone and audio capability for your telehealth visit. Chromebooks are not supported.  

What browser do I need on my PC or Mac to make a telehealth video visit from the MyChart website?

On PCs, supported browsers are Internet Explorer 11 and Google Chrome. On Mac, supported browsers are Google Chrome and Safari. 

Do I need to install any plugins on my browser to conduct my telehealth video visit?

When using a browser, you must be able install plugins to conduct the visit

·         On a mobile device (phone or tablet) your MyChart video visit must be completed using the MyChart App (Android and IOS are the only platforms supported on mobile)

·         T-Mobile data service is not supported at the moment

·         Must have higher than Android 4.4 to do a visit

·         Supported browsers are Internet Explorer 11, Google Chrome and Safari on MAC

·         When using a PC you must have a camera/microphone/audio capability to attend your visit.

·         Chromebooks are not supported

·         When using browser you must be able install plugins on your PC to conduct the visit

 

MANAGING APPOINTMENTS

Can I use MyChart to cancel my appointment?

Yes. Appointments can be cancelled through MyChart when your appointment is more than 24 hours away. Click on the Visits icon and choose Cancel Appointments. If your appointment is within the next 24 hours, please call your provider to cancel.

For further information, you can watch a detailed video on how to manage your doctor’s appointments through MyChart. After logging in, go to the More icon, and then tap on Patient Education. Here, you will see a library of helpful videos.

Which upcoming appointments am I able to see in MyChart?

Currently, upcoming office visits, video visits and upcoming radiology appointments will appear in your account. At this time, scheduled procedures will not appear.

 

PRESCRIPTION REFILLS

Can I request that my prescription be refilled at a non-Jefferson pharmacy?

Yes. Go to the Messaging icon and click on Ask Your Doctor’s Office. After selecting your provider’s name from the dropdown menu, send a message that includes the name of the prescription you are requesting, the dosage and the name and phone number of the pharmacy where you want your prescription to be filled.

To refill your prescription at a Jefferson pharmacy, click on Request a Refill and select the prescription you want refilled. Follow the prompts.

For further information regarding how to request prescription refills through MyChart, you can watch a tutorial video. After logging in, go to the More icon, and then tap onPatient Education. Here, you will see a library of helpful videos.

 

MESSAGING

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

You will generally receive an answer within two (2) business days. Please note that MyChart should never 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.

For further information, you can watch a detailed video on how to message your provider through MyChart. After logging in, go to the More icon, and then tap on Patient Education. You will see a library of helpful tutorial videos.

 

NOTIFICATIONS

How will I know when new information is available in MyChart?

When you activate your Jefferson Health MyChart account, you will be asked to provide an email address. As new medical information becomes available in your account, a notification will be sent to this email address. In addition, if you download the MyChart app, you will be able to receive push notifications to your phone. When using the MyChart app, you can access Settings by tapping on the three dots located at the upper right of your screen. When accessing MyChart from your desktop computer, you can change your notification settings by going to the “More icon.

 

EDUCATION

What are the links labeled “Learn More” under different medications or conditions in my account?

Jefferson Health believes in educating our patients so you can more actively participate in your care. When you click on these hyperlinks, you will be redirected to our educational website to learn information relevant to you and your health.

 

TEST RESULTS

When can I see my test results in MyChart?

Your test results are released to your MyChart account after they are available in your electronic medical record. To view estimated timing for tests to be posted to your account, go to the My Health icon and click on Test Results. Estimated timing is shown in a table on the right hand side of the page.

To learn more about viewing test results through MyChart, you can watch a detailed video. Go to the More icon, and then tap on Patient Education. Here, you will see a library of helpful tutorial videos.

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. For more information, please ask your provider.

 

VACCINES

Can I document my flu vaccine?

Yes. Go to the My Health icon and select Immunizations. Hover over the bottom right hand corner of the Influenza Vaccine block and click Mark as Complete. On the pop-up, indicate the date you received your vaccine and click Accept. Your provider will see this update at your next visit.

 

PERSONALIZING MY ACCOUNT

Where can I update my personal information, such as my home address, email or password?

Go to the More icon, click on Options and make the desired edits.

 

SECURITY AND PRIVACY

How is Jefferson Health MyChart secured?

Jefferson Health takes great care to ensure your medical information is kept private and secure. 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 the Jefferson Health MyChart website. Access to information is controlled through secure access codes, personal ID's, and passwords. Each patient controls their password; the account cannot be accessed without that password.

What is your Privacy Policy?

Please see the privacy policy by clicking on the Privacy Policy on the login page of Jefferson Health MyChart.

 

TROUBLESHOOTING

What should I do if some of my health information on MyChart is incorrect?

Your MyChart information comes directly from your electronic medical record. It is reviewed and updated each time you visit your provider. If basic information has changed like your allergies you can update this yourself by going to the My Health icon and clicking on Allergies. Follow the prompts to remove or add new information. You can also send a message to your provider by going to the “Messaging” icon and selecting Ask Your Doctor’s Office.

I was logged out of MyChart. What happened?

This is a security feature of MyChart. If your keyboard remains idle for more than 15 minutes when you are logged in, you will be automatically logged out of your account. If you need to leave your computer for even a short period of time, we recommend that you log out of your account.

Whom do I contact if I have further questions?

Please call your provider's office and ask for assistance with Jefferson Health MyChart. For technical assistance, call our help desk at 215-503-5700, Monday through Friday, from 8 a.m. to 10 p.m.