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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.

Important Notice: MyChart is ending support for the Internet Explorer (IE) browser. Please use Mozilla Firefox, Google Chrome, Apple Safari, or Microsoft Edge instead.

Enrollment questions

Your medical record Henry Ford MyChart for my family (proxy access) After I have enrolled Technical questions Billing questions MyChart mobile questions   Linking external accounts MyChartCentral and Lucy

MyChart video visits

What is Henry Ford MyChart?

MyChart offers you personalized and secure online access to portions of your 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 medical appointments
  • Directly schedule medical appointments in many departments
  • Participate in video visits – scheduled and on demand
  • View your health summary from the MyChart electronic health record
  • View test results
  • View billing information, get estimates, financial assistance and make a payment
  • Request new prescription renewals (not request refill from a pharmacy)
  • Request proxy access to view the medical information of your minor child (0-13 years)
  • Allow another person access to view your medical information within their MyChart account
  • Access trusted health information resources
  • Communicate electronically and securely with your medical care team
  • Electronically sign forms and view documents

Is there a fee to use Henry Ford MyChart?

No. MyChart is completely free to use. 

How do I sign up?

If you received an activation code from your doctor, activate your account. If you do not have a code, you can sign up online or call (313) 876-7951.

Whom do I contact if I have further questions?

You may call (313) 876-7951.

Are all Henry Ford facilities and doctors using MyChart?

All facilities and most physicians who work within our Henry Ford facilities use MyChart. Please check with your doctor on how you may interact with them through MyChart. Your doctor may not take part in all features.

You can use MyChart to view the results of lab tests and imaging procedures performed at any Henry Ford facility, regardless of your other doctors' affiliation or utilization of MyChart. Radiology images are currently not available; you will only see a summary of the results.

How can I use Henry Ford MyChart to download information to share with doctors outside of Henry Ford?

Because MyChart is available through the web anytime, anywhere, it is a handy communication tool for patients. You are able to download and print out post-appointment summaries, a health summary document or test results from your MyChart account and share them with your primary care doctor and/or other doctors unaffiliated with Henry Ford.

In MyChart, select "Sharing Hub" from the menu. Within this feature you may download and share with others, your health information and visit summary reports. From here, you may also request a release of your medical information to healthcare providers and third-party organizations.

You can share information with a non-Henry Ford doctor by allowing them one-time, limited access to your record by selecting menu option “Share Everywhere”. This grants them access to the health information you can see in MyChart, and the doctor is able to write a clinical note to your care team.

When can I see my test results in Henry Ford MyChart?

Your outpatient, inpatient and emergency patient lab and radiology test results, minus “sensitive” exceptions listed below, once finalized are released to your MyChart account immediately. Please note your physician may not have reviewed them yet. 

Select sensitive test results will be released after a three-day delay to allow your doctor to review them. These tests include:

  • HIV
  • STDs
  • RPR
  • Gonorrhea
  • GC culture/GC assay and chlamydia
  • Genetics
  • Surgical pathology
  • Cytology
  • Maternal serum/screening
  • Breast biopsy
  • OB ultrasounds and fetal-related tests that may reveal fetus gender to parents who wish not to know (e.g., amniocentesis, CVS, ultrasound fetal echo, etc.).

Any tests ordered as part of "Research" will not be automatically released to MyChart. Research associated test results require manual release by your provider in accordance with research grant guidelines.

 

Why do I not receive my test result letters 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 doctor.

Why are certain test results not immediately available via Henry Ford MyChart?

Certain test result values are not easily interpreted by patients. Written explanations are required by the provider and may be provided by other means, such as a printed letter.

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

Your Henry Ford MyChart information comes directly from your Henry Ford electronic medical record at your Henry Ford doctor's office. Please message your doctor through MyChart to correct any inaccurate information at your next Henry Ford clinic visit. Your health information is reviewed and updated in your electronic medical record each visit.

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

You will generally receive an answer within two (2) business days, but allow additional time for messages sent during the weekend or holiday. Please note that MyChart should not be used for urgent situations. For medical emergencies, dial 911, go to the nearest hospital or emergency treatment department or call Henry Ford’s MyCare Advice Line at (844) 262-1949.

What are shared visit notes?

Access to medical record information is not only a patient right but also supports quality of care and patient safety by involving patients in reviewing their documentation. As of March 24, 2021, completed notes from visits with healthcare providers, with few exceptions, are visible to patients in MyChart. This allow you to look back and view what providers shared and documented during those past visits/admissions.

Notes that go to MyChart include: 

  • Outpatient visits and Inpatient admissions
  • Sensitive notes
  • Signed notes before the encounter is closed or before the patient is discharged

Where can I find my note?

Completed notes for past visits can be found in the Visits menu option. Under the Past Visits section of the page, look for a visit date and you will see a "View Notes" option to click and view the notes.

Why can’t I see my note?

All approved notes will be released after they are signed by all required providers unless the clinician decides to not share a specific note, or a patient requests that it not be shared.

What can I do if I don’t agree with my note?

If you believe the information in your medical record is in error and needs to be amended, you have the right to request an amendment to the information. We are not always required to make the corrections or amendments you request, but each request will be carefully reviewed and amendments made if warranted. You will be notified when your request has been approved or denied.

The steps for requesting an amendment:

  1. Request an amendment form from your doctor’s office or Medical Records staff, or download the form within MyChart from menu option "Request for Amendment of Medical Records".
  2. Your completed form can be returned using the options listed on the form.
  3. The Medical Records department will review the request and reach out to you to confirm your request and verify your identity.
  4. The amendment form will be sent directly to the provider who authored the information to review your request.
  5. The provider may agree and amend the information or disagree and leave the information as is.
  6. We have 60 days to respond. If we are unable to respond within 60 days, we may extend the time for up to 30 additional days.
  7. Approval or denial letters will be sent to you as a follow-up.
  8. If your request for amendment is denied in whole or in part, we will provide you with a basis for the denial. You have the right to submit a written statement disagreeing with the denial.
  9. If you submit a statement of disagreement, we must include this statement with any future disclosures of your medical record which includes the disputed information.
  10. If you do not submit a statement of disagreement, we will include your request for amendment and our response with future disclosures of your medication record, which includes the disputed information.

 

What is "Link My Accounts"?

You can see your health information from other organizations in MyChart. If you have an existing medical record at another organization, you can link your outside chart with your Henry Ford MyChart account. After you have linked your account, you can view your medications, allergies and problem list from the outside organization right in Henry Ford MyChart. If you have a MyChart account at the outside organization, you can also see your test results, message your providers and schedule appointments with the outside organization through our Henry Ford MyChart.

How do I troubleshoot incomplete account linking?

You might see the option to link to an external organization in your MyChart account after you successfully log in. If the connection is available but fails, the likely cause is that you have an inactive MyChart account at the external organization. Reach out to the external organization to have your account reset.

How is proxy access handled with linked accounts?

You must have a proxy account at both your organization and the external organization to see information for patients to whom you have proxy access from the external organization. If you expect to see a proxy account from the external organization, reach out to the external organization to establish a proxy relationship.

How do I link or unlink an external account?

You are prompted to link your accounts the first time you log in after being seen at another organization. If you choose not to link your account at that time, you can go to "Link My Accounts" in the "Sharing" section of the menu.

How do allergies, health issues and medications appear?

Allergies from both Henry Ford and external organizations appear as a single list on the Allergies page, under My Record in the menu. Similarly, problems appear in a single list in the Current Health Issues page. If the external allergies or health issues matches your Henry Ford data, the information appears only once.

Medications appear on the Medications page and are separated into tabs by organization. Medications are not de-duplicated. All medications documented at Henry Ford and external organizations appear regardless of similarity.

How do I see test results from other organizations?

Test results from both Henry Ford and external organizations appear as a single list on the Test Results page. Results from external organizations are only retrieved if you have an active MyChart account at the external organization. Please note: external accounts must be linked to your Henry Ford MyChart account in order for test results from other organizations. 

How can I send messages and schedule appointments with another organization?

Messages and appointments appear in a combined view only if you have an active MyChart account at the external organization.

  • You can reply directly to an outside provider's message in the Message Center by selecting the message from the provider and then clicking Reply. You can also start a message by clicking Send a Message from the Message Center.
  • The Appointments and Visits page shows past and upcoming appointments from both Henry Ford and external organizations. You can click an appointment to load the visit information associated with it and schedule an appointment with outside providers.

You must have an active MyChart account at the external organization to be able to message and schedule appointments with that organization from Henry Ford MyChart. You can message or schedule appointments with external providers only if the external MyChart account allows them to. If you cannot do these activities in your MyChart account from the external organization, you cannot do them in Henry Ford MyChart.

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

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

Yes, you can. This is called proxy access and allows you to log into your personal MyChart account and then connect to information regarding your family member. A patient, parent or legal guardian of a minor may come into one of our medical facilities and request in-person to a Henry Ford clinical staff member that a person be granted permission. Parents may request proxy access to view the medical information of their minor children (0-13 years) through MyChart. Adult patients may also revoke a person’s proxy or allow other adults proxy access to their information by taking action within MyChart.

A parent or legal guardian of a minor may be granted permission to view the child’s record up to age 18, upon which permission will be revoked. For children between the ages 0 and 13, the parent/guardian has full functionality to view and act on behalf of the child within MyChart. In compliance with State of Michigan Minor Consent Laws, for children between the ages 14 and 17, the parent/guardian may only request an appointment on behalf of the child and view billing information. They will not be able to view any medical information in the child’s record.

Passwords are only given and/or reset by request of the patient only.

How do I request or allow access to view a family member's medical information?

Request Proxy Access

Parents or Legal Guardians may request proxy access to their children’s record to coordinate their health-related information. Adults may also request proxy access to an incapacitated adult that is under their Legal Guardianship if documented proof exists within the patient's record.

  1. After logging on to Henry Ford MyChart, go to menu option “Request Proxy Access”.
  2. Complete and submit the online form.
  • If the patient is between the ages of 0 and 13 (inclusive) or incapacitated, you will be able to view the patient’s medical and billing information within your own Henry Ford MyChart account.
  • If the patient is between the ages of 14 and 17 (inclusive), you will only be able to request appointments and view billing information within your own Henry Ford MyChart account. You will not be able to view any medical information in the child’s record.
  • Note: 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 of such legal documentation 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.

Allow Proxy Access

Used by a patient to provide authorization to allow another person to have access to their medical information in MyChart.

  1. After logging on to Henry Ford MyChart, go to menu option “Allow Proxy Access”
  2. Click on “+ Invite Someone”
  3. Complete the questions, accept the Terms and Conditions and click the "Send invite" button

Note: An adult person cannot request (and be granted) permission to access another adult’s information — the request must come from the patient willing to share their information.

Revoke Proxy Access

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

Go to menu option “Share My Record”, select option “Friends and Family Access” and then click [Revoke] for the person’s name you wish to revoke proxy access.

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

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

Can my spouse and I share one Henry Ford MyChart account?

No. Due to the sensitive nature of medical information, each adult must establish their own Henry Ford MyChart account. However, you may request proxy access be granted to each other’s chart.

Select "Allow Proxy Access" under "Account Settings" and complete the form to allow access.

 

I forgot my password. What should I do?

Click the "Forgot password" link on the sign-in page to reset your password online. You may also contact us at (313) 876-7951 to request a new, secure password.

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

Log into Henry Ford MyChart, and select "Personal Information" under "Account Settings."

 

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. Each person controls their password, and the account cannot be accessed without that password. On mobile, the account may also be accessed using face ID or fingerprint login. Further, Henry Ford MyChart uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with Henry Ford MyChart. Unlike conventional email, all Henry Ford MyChart messaging is done while you are securely logged onto our website or mobile app.

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.

You might receive email or text notifications that contain links for MyChart. These notifications allow you to login to MyChart securely using a link that expires after a short time. Keeping your MyChart account secure means keeping your phone number and email account secure. If you think that your phone number or email account may be compromised, you can change the phone number or email account on file on the "Personal Information" page 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 Henry Ford MyChart; what happened?

We aim to protect your privacy and security of your information. While logged into MyChart, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out of Henry Ford 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.

What do I need in order to use Henry Ford MyChart?

You need access to a computer connected to the internet and an up-to-date browser.

Important Notice: MyChart is ending support for the Internet Explorer (IE) browser. Please use Mozilla Firefox, Google Chrome, Apple Safari, or Microsoft Edge instead.

  1. If you are experiencing problems such as being logged out immediately after logging in, an extension or add-on in your web browser may be causing problems with MyChart. Use the instructions below to learn how to disable extensions and add-ons in some of the most popular web browsers.
  2. If disabling extensions and add-ons does not resolve your problem, try clearing "Cookies" in your web browser using the instructions below.
  3. Finally, if you are still having problems, try installing a different web browser.

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, you can call us at (313) 876-7951.

Is my activation code my user ID?

No, your activation code is not your MyChart ID or password. You will use this code only once to log into Henry Ford MyChart for the first time. (The code will expire after you have used it or after 60 days). When you log into MyChart the first time, you will then be asked to create your own unique MyChart ID and password.

 

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

As of March 7, 2022, Henry Ford moved all online payments and financial tools to Henry Ford MyChart. Inside MyChart, you’ll find a simpler, easier payment experience. Log in to Henry Ford MyChart.

Henry Ford MyChart offers patients the ability to:

  • Set up payment plans and choose the number of months and payment amount that is most comfortable, without having to make a call to Customer Service
  • View payment history, patient statements, and health plan Explanations of Benefits.
  • Manage balances electronically, including the ability to make payments directly from a mobile device.
  • Get an estimate for common procedures at a Henry Ford location
  • Request Financial Assistance

Accessing family (proxy) member's billing information:

Family or Proxy member billing data is visible only to Guarantor and in MyChart.

If you have questions about your account, please contact Henry Ford Billing Customer Service at (800) 999-5829. Please contact the clinic for any non-Henry Ford, partner affiliated practices (Henry Ford Community Connect) account questions.

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

Your historical online payment activity has been migrated to MyChart.

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

Your communication preferences for billing and payment are those you’ve set up for other functions in MyChart.

Will moving Billing and Payments to Henry Ford 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 Henry Ford billing and pricing?

Go to Henryford.com/billing for more information about billing, obtaining an estimate, financial assistance, or insurance plans accepted by Henry Ford

If I have trouble signing up for Henry MyChart, who do I contact?

You may call (313) 876-7951.

Can I make a one-time payment without registering for MyChart?

Yes, you can make a one-time payment. Watch this short video for details.

 

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.

Can I view MyChart information through Apple Health?

In addition to the MyChart mobile app, you can view your MyChart health information through the Apple Health app.

  1. If you have not already, register for MyChart.
  2. Open the pre-loaded Health app on your iPhone.
  3. In Health Data, go to the Health Records, find and connect to Henry Ford Health.
  4. Log in to MyChart to view your records and receive updates.
apple health badge

*Apple’s Health Records data is encrypted and protected with the user’s iPhone passcode, Touch ID or Face ID.

Is my information secure when using the mobile app?

The app was developed by Epic Systems to provide a secure display of information without storing any sensitive material on the device. Also, users need to login each time, just as they do with MyChart. There are several layers of security in front of the Epic Electronic Medical Record to further secure patients' information.

How much does the app cost?

There is no cost for the MyChart mobile app.

Whom should I contact with problems or questions?

For problems or questions, call (313) 876-7951.

What phones can use MyChart Mobile? 

Please refer to the minimum requirements associated with the latest app version when in the Google Play store or the Apple App Store.

 

What is MyChartCentral?

MyChartCentral provides you with a central access point for all your MyChart accounts where you can access all accounts using a single username and password.

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 came from. You can request an updated copy of your Epic medical record at any time and store it in Lucy.

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

What’s the difference between MyChartCentral and Lucy?

MyChartCentral is a hub from which you can access your Henry Ford MyChart account, other MyChart accounts from the Michigan area or nationwide, and Lucy. MyChartCentral allows you to easily access any MyChart account without needing to remember different usernames and passwords.

Lucy is a personal health record that gives you a permanent home to organize all your medical information. You can request an updated copy of your medical record at any time and store it in Lucy.

You can also add personal information about your health and choose to share it with Henry Ford and other organizations where you receive care.

Why isn’t my health information the same at all of my healthcare organizations?

The information that each of your healthcare organizations knows about you might be different, depending on the type of care they give you and when you were last seen. You can help keep everyone up to date by organizing your records in Lucy and sharing your information among all the different places where you receive care.

What if I don’t have multiple MyChart accounts?

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.

Is my health information in MyChartCentral and Lucy secure?

Yes. Like your MyChart accounts, MyChartCentral and Lucy are password-protected and delivered via an encrypted connection to keep your health information safe from unauthorized users.

MyChartCentral is committed to protecting your privacy while keeping it easy for you to get to all your data. A public or shared computer is one that can be used by people you do not know. A private computer is one that only you and other people that you trust can use. If you are using MyChartCentral from a public computer, MyChartCentral will ask you for answers to two security questions in order to confirm your identity. If you connect from a private computer, MyChartCentral will skip this check for your convenience.

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

If information in your Henry Ford MyChart account or Lucy is wrong, please send a secure MyChart message to your primary care doctor stating what is wrong. If necessary, you may also need to complete and submit a “Request for Amendment of Medical Records” which is found under menu option ‘Medical Records and Forms’.

If information from another healthcare organization, not Henry Ford, is wrong, contact that organization to make sure your information is corrected. After the information looks right in MyChart, you can get an updated copy in Lucy by requesting your chart again.

How do I sign up for MyChartCentral and Lucy?

Follow these steps to sign up for MyChartCentral and Lucy:

  1. Log in to your MyChart account.
  2. Under ‘Sharing’ in the menu, click ‘Lucy’.
  3. Follow the instructions on the screen, and then click [Link me up with Lucy and MyChartCentral].
  4. On the MyChartCentral page, click [Create a new Account].
  5. Complete the steps on the screens that follow.
  6. Check your email for an activation message and follow the activation link to get started.

How do I access MyChartCentral and Lucy?

After you’ve signed up, you can access MyChartCentral by going to www.mychartcentral.com or from logging into Henry Ford MyChart.

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

You may click on the “FAQ” hyperlink at the bottom or the information “i” bubble in the upper right corner on the MyChartCentral and Lucy webpage to read frequently asked questions and the answers.

You may also click on ‘Request Help’ hyperlink at the bottom of the MyChartCentral and Lucy webpage to submit your question and receive a response.

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 in Henry Ford MyChart. If you’d like to request access to a family member’s chart.

 

What virtual care (telehealth) options are available through MyChart?

Learn more about virtual care.

Frequently Asked Questions about Video Visits On Demand?

Learn more about Video Visits On Demand.

Frequently Asked Questions about Scheduled Video Visits?

Learn more about Scheduled Video Visits.

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