Help and FAQIf you experience difficulties logging into MyHealth MyChart, try closing all browser windows, open a new browser window and try again.
Click on the links below to see frequently asked questions:
Q. What is my Personal Health Record?
A. Your personal health record is a summary of your medical record. It contains medications, allergies, immunizations, problems, test results and much more.
Q. How do I get a copy of my Personal Health Record?
A. Login to the portal, click on the Request Health Record link on the left side of your screen and then hit submit. It will take about 5 minutes for your Personal Health record to load. Once it is complete you can view and download your personal health record by clicking on the My Medical Record link or by going to your inbox.
Q. What types of appointments can I request?
A. The portal should only be used for scheduling non-urgent appointments. Do not use the portal if you have a potentially serious condition such as chest pain, an acute injury, or if you have a fever. You can schedule routine appointments such as school physicals, well child visits, or annual exams. You can also schedule routine follow-ups for a stable chronic condition, meaning that you’ve had it for a long time, have previously seen the doctor for the condition and you are not experiencing any acute problems or changes. If you are not sure whether your condition is urgent, please call to request your appointment or ask your question.
Q. Who sees my request for an appointment or an appointment cancellation?
A. These requests are routed to staff responsible for scheduling appointments. Your doctor will not see this information.
Q. Can I request prescription refills online?
A. Yes, just log into MyHealth MyChart and click on the “Renew Medication” link on the left.
Enrollment and Login Page
Q. Why should I set up a MyHealth MyChart account?
A. You need to set up an account with MyHealth MyChart Patient Portal so that you can request appointments and medication refills and communicate with your provider via the web in a secure manner. To protect your privacy, you need to get an enrollment number from our staff. This helps us make sure that YOU are the only one with access to your health information.
Q. How do I get a MyHealth MyChart account?
A. You will need to provide us with your email address and review the Terms and Agreements and sign the MyHealth MyChart Policy and Consent form. You must do this in person at your medical office. You will then receive an enrollment number as well as an enrollment email. You will use this information to log in to MyHealth MyChart and set up your account.
Remember, your enrollment number is only good for 30 days from the date it was printed.
Q. What do I do with my enrollment number?
A. Go to RMHOnline.com/MyHealthMyChart
The next time you visit the portal site, all you have to do is enter your username and password and enter in a security token to access your account.
- Click "Enroll Now."
- Read the Terms and Conditions and click ‘I Accept’
- Enter in your security token (enrollment number) and the email address you provided to staff and click submit.
- This will take you to a screen where you can set up your user id and password and security question for your portal account.
Q. Why do you need my email address? Will medical information be sent to this address?
A. We need your email address so that we can send you notifications of when something has been sent to your Portal account or there has been a change to your account. No medical information is sent to your email address. An example of what is sent to your email address is: “A new document has been sent to your MyHealth MyChart Patient Portal. Please login to the portal at your earliest convenience to review this document.”
Q. My enrollment number has expired, how may I request a replacement?
A. You may request a replacement code from your physician's office or email PortalSupport@sentara.com for a new enrollment number.
Q. I forgot my Login ID, how do I find out what it is?
A. Click on the 'Don't remember your user name or password?’ link at the MyHealth MyChart Login page. Enter your email address to receive this information by email.
Q. How do I change my Login ID?
A. You can change your account settings by logging into MyHealth MyChart and going to MyAccount/Account Settings.
Password and Security
Q. I forgot my password, what do I do?
A. Click on the 'Don't remember your user name or password?’ link at the MyHealth MyChart Login page. Enter in your user ID and answer your password security question. An email will be sent to your email on file with a URL to reset your password.
Q. How do I change my password?
A. To change your password you need to remember your old password. Log in to MyHealthMyChart, go to My Account/Account Settings and ‘Edit’ your Password. Enter in your new password as prompted and click ‘Submit’.
Q. I’m not able to change my password.
A. Please contact your doctor's office or email PortalSupport@sentara.com to have your password reset.
Q. What should I do to ensure that my health information is secured when using MyHealth MyChart?
A. MyHealth MyChart is a secure application. It is important that when you exit MyHealth MyChart, log off and close all browsers that you have open. Please notify your doctor's office or email PortalSupport@sentara.com immediately if you change the email address where you receive portal notifications.
Q. How do I know that my information is protected?
A. MyHealth MyChart uses role-based security with the most advanced information safeguards. Encryption, password protection, the ability to track every viewer and other measures protect against unauthorized use. Your information is NOT shared with any third party.
Q. I am not receiving email notification messages?
A. Occasionally some mail systems will block MyHealth MyChart messages. Please try some of the following suggestions and see if they help:
Q. When I receive messages, some come from MyHealth MyChart and some come from NextGen. Why is this?
- Update your email address on the MyHealth MyChart home page, even if it is correct.
- Check your SPAM folder in your email.
- Make sure that nextmd.com and PortalSupport@sentara.com is in your address book as an approved sender.
- Try an alternate email address if you have one.
- Contact your email provider and make sure that they are not blocking these email messages.
A. MyHealth MyChart patient portal is provided by NextGen Healthcare. When you receive messages and other notifications through MyHealth MyChart, you will see references to NextGen. Your data is secure and is not being sent or shared with anyone other than you unless you have authorized proxy access (someone else to receive your information, such as a spouse).
NextGen Healthcare specializes in helping practices, hospitals, community health centers and health systems connect so we can more effectively serve patients and the community achieve better outcomes in care, and improve health.
Q. I set my account up to receive MyHealth MyChart notifications via text messages, but I am not receiving them.
A. Please refer to the Patient User’s Guide for specific instructions on receiving notifications via text message as this requires more than just entering in your phone number.
Proxy / Family Records
Q. How do I get access to my child’s records?
A. To be able to view your child's health information, your child must be a patient at a participating Sentara RMH Medical Group MyHealth MyChart practice. If you are not enrolled in the portal, your child can be enrolled by the staff if you provide your email address and fill out the MyHealth MyChart Adult Proxy Access Form and sign the MyHealth MyChart Policy and Consent form. You can then complete the enrollment on behalf of your child.
If you already have an account for the MyHealth MyChart Patient Portal, your child can be linked to your account. You will need to fill out and sign the MyHealth MyChart Adult Proxy Access Form and provide an email address for portal notifications. If you login to your MyHealth MyChart account and go to Manage User Grants, you will be able to see the accounts that you are managing.
Q. How do I get access to my teen's records?
A. With parental/legal guardian consent, minor children between the ages of 14 and 17 (inclusive) will be eligible to participate in the full spectrum of MyHealth MyChart Services and may grant proxy access to a parent or legal guardian should they choose to do so using the MyHealth MyChart Adolescent Proxy Access form. The proxy will not gain access to view the record until the teen completes the activation process.
Q. How do I let a family member have access to my MyHealth MyChart information?
A. To allow a family member access to your health information on MyHealth MyChart Patient Portal, you will need to fill out the MyHealth MyChart Adult Proxy Access form and and have the family member sign it. Bring it to your physician's office at your next appointment. Once this form is filled out it will be scanned into your electronic record to show that you granted permission to a proxy. If the family member does not currently have a MyHealth MyChart account then he or she will need to provide an email address in which to receive portal notifications.
The family member will be sent or given an enrollment number and will need to log in to the MyHealth MyChart and set up his/her account. The family member can then go to Manage User Grants and confirm that he/she is able to see your portal information.
Q. I filled out the proxy forms to allow my spouse access to my records but they are not able to see my information.
A. Please contact your practice or PortalSupport@sentara.com.
If you still have a question, comment or suggestion, please email us at PortalSupport@sentara.com.
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