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MyChart ® Epic Systems Corporation

Frequently Asked Questions

Enrollment Questions
What is MyChart and what are the benefits of signing up?
Is there a fee to use MyChart?
How do I sign up?
Who do I contact if I have further questions?
Your Medical Record
How long will it take for my test results to be available online?
Why are certain test results not shared electronically?
If some of my health information is not correct, what should I do?
If I send a message to my doctor’s office, when can I expect a reply?
Viewing my Family's medical records online
May I view a family member’s medical record?
Where can I get a proxy consent form?
May I ask questions regarding a family member from my account?
Can my spouse and I share one account?
Proxy Access
Why does my ex-spouse have proxy rights to my child’s medical record?
If I have a parenting plan in place, can I limit my spouse from access to my child's medical record?
Why do I not have access to the online medical record of my child who is between the ages of 13 and 17?
Why as a Foster parent or biological parent can I not have access to my child's online medical record when CPS has obtained custody?
If I am caring for a minor child and am not the parent, why do I need proof of guardianship?
My spouse, parent, or sibling signed a "Friends and Family" consent for me to get information. Does this entitile me to proxy access to their online medical record?
How do I sign up for Proxy Access?
May I sign up and at the same time request proxy access to my children's records?
After I Have Enrolled
I forgot my password. What should I do?
Where can I update my personal information (e.g., home address, e-mail or change my password)?
How do I get a new access code if mine doesn’t work, has expired, or was never received?
Is my access code my user ID?
E-Visit Questions
How do E-Visits work?
What conditions can I send an E-Visit about?
What about other conditions not listed above?
Will it really be my doctor responding on the E-Visit?
How soon can I expect an answer from my doctor?
How much does an E-Visit cost?
Will my insurance cover an E-Visit?
Can I do an e-visit for my child or a child I am the caregiver for?
Can I do an e-visit for an adult that I am the caregiver for?
Can I do an e-visit with my specialist?
What is the difference between receiving medical advice and an e-visit?
What is the benefit of an e-visit versus calling my physician's office?
Will the E-visit become part of my medical record?
If I'm asked to come in for an office visit, will I have to pay for the e-visit?
If I need to change an answer after I've submitted my E-Visit form, how do I do that?
If I'm unclear on the provider's advice or medical care plan and/or have more questions, how would I contact the provider?
If I don't agree with the provider's advice or medical care, will I have to pay for the E-Visit?
Technical Questions
Is my online medical record secure?
What is your privacy policy?
I was logged out of MyChart, what happened?
What do I need to be able to use my online medical record?
What are the site requirements?

What is MyChart and what are the benefits of signing up?

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

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Is there a fee to use MyChart?

No. It is a free service offered to our patients.

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How do I sign up?

Patients may request a MyChart activation code letter at a visit or you may call the department where you are normally seen and ask that an activation letter be sent to you. The code that is included in this letter, along with your medical record number and date of birth will allow you to set up an account.

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Who do I contact if I have further questions?

You may contact Customer Service at (425) 258-3904.

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How long will it take for my test results to be available online?

Your test results are generally released within three days.

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Why are certain test results not shared electronically?

Tests of a very sensitive nature, radiology, and pathology results are not released online.

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

This information comes directly from your medical record at your doctor’s office. Discuss any inaccurate information with your provider at your next clinic visit. Your health information is reviewed and updated in your medical record during each visit.

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

You will generally receive an answer within 1 – 3 business days. Please contact your doctor’s office directly if the situation requires immediate attention. If this is an emergency, call 911.

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May I view a family member’s medical record?

Yes, you may, if you have access to your own medical record and have filled out the necessary proxy consent form and have it on file with The Everett Clinic. This is called Proxy access and allows a parent (or guardian) to access a child’s record if they are under the age of 13; it allows for an Adult who has Power of Attorney over another to access those records; it allows Adult /Adult access (spouse to spouse). If you are not a patient at The Everett Clinic, you will be unable to have Proxy access.

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Where can I get a proxy consent form?

To print a copy of the proxy consent form, go to www.everettclinic.com, click on “Patient Resource Center” in the upper right-hand corner of the page; then select “Medical Records & Privacy Information,”. Completed forms can be given to reception staff at your next office visit or mailed directly to:

The Everett Clinic
Health Information Management Dept.
3901 Hoyt Avenue
Everett, WA 98201

You can also ask for the proxy consent form at the reception desk.

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May I ask questions regarding a family member from my account?

No. Your account only offers direct access to your personal medical record; therefore, communicating about another individual's information would become part of 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 account?

No. Due to the sensitive nature of medical information, each adult must have their own MyChart access. To have access to another’s medical record requires proxy access.

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Why does my ex-spouse have proxy rights to my child’s medical record?

The State of Washington recognizes both biological parents, legitimate (means father acknowledges paternity with the Department of Vital Records) and adopted. In the case of a divorce, regardless of who has custody, either parent is entitled to medical care information and may sign up for proxy access to the child’s online medical record unless there is a court order to the contrary (RCW 26.09.184).

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If I have a parenting plan in place, can I limit my spouse from access to my child's medical record?

You may not limit your spouse from access, unless you specifically have a temporary order prohibiting contact and/or restraining order which limit access to the child due to specific behaviors. This order would need to be provided in written format to the Health Information Management Department. Fax number is: (425) 339-5439.

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Why do I not have access to the online medical record of my child who is between the ages of 13 and 17?

There are legal issues that pertain to accessing sensitive information regarding any child over the age of 12 years, 364 days of age. It is possible to obtain most information regarding your minor child between the ages of 13 and 17; just not online.

In the State of Washington, a minor has the right to consent to release sensitive information that is included in the minor’s record. However, it is not possible to block sensitive information in the online record, so no medical record access will be granted to parents with a child over the age of 12 years, 364 days. The parent can, however, request paper copies through a release of information These records will be sent to the parent(s), excluding any sensitive information. Sensitive information includes:

Sensitive information may only be released to parents of minors between the ages of 13 and 17 if the minor signs a release that includes releasing any sensitive information.

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Why as a Foster patent or biological parent can I not have access to my child's online medical record when CPS has obtained custody?

When a court order for CPS guardianship has been put in place, the State than becomes the legal guardian of the minor child and has the only say in what information can and will be released, and to whom. All requests from the biological or foster parent should be forwarded to CPS.

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If I am caring for a minor child and am not the parent, why do I need proof of guardianship?

The State of Washington recognizes the biological parent until such time that the medical organization has:

The clinic will need to have a written copy of either document, in order to comply with the proxy request, sent to the Health Information Management Department. The fax number is 425-339-5439.

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My spouse, parent, or sibling signed a "Friends and Family" consent for me to get information. Does this entitile me to proxy access to their online medical record?

No. The “Friends and Family” form does not establish proxy access.

"Friends and Family" has been set up for two purposes:

The “Friends and family” form does not establish permission for written or detailed information to be exchanged. If the care provider has obtained a guardianship or a durable power of attorney (POA), then proxy access to the online medical record can be processed for the individual named in the guardianship or POA.

**Reminder the POA must specifically address the right of the responsible person to make health care decisions for the patient. The Medical Records Department must have a written copy faxed to them for scanning: Fax number is: 425 339-5439.

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How do I sign up for Proxy Access?

There are three types of Proxy access that are available at The Everett Clinic at this time:

To sign up for proxy access you may obtain one of these forms from the receptionist at your visit or download and print them from the www.everettclinic.com website. You may complete the form and leave it with the receptionist. The form and any accompanying papers (guardianship or POA) along with ID copies will be forwarded to the Health Information Management Department for completion of the process.

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May I sign up and at the same time request proxy access to my chilren's records?

You may. However, access to your children’s records will require more time to prepare. Please keep in mind that parents may not have access to children’s records online if they are between the ages of 13 and 17.

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I forgot my password. What should I do?

Click on the "Forgot password" link on the sign-in page to reset your password online.

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

Log into your account and go to the “Personal Info.” section to change your email or password. Please note that you cannot currently update other personal information online. To do this, please send a message to The Everett Clinic Customer Service Department using the online menu, or call them at (425) 258-3904.

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How do I get a new access code if mine doesn’t work, has expired, or was never received?

You can request a new access code at your next appointment, or call your physician’s office directly for more immediate assistance. After we verify your information, a new code will be sent via U.S. Postal Mail. Please note: Privacy issues prevent us from e-mailing a new access code to you.

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Is my access code my user ID?

No, your access code is not your Login ID or password. You will use this code only once to log into your medical record for the first time (The code will expire after you have used it or after 30 days). When you log into your medical record the first time, you will then be asked to create your own unique ID and password.

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How do E-Visits work?

E-visits are managed through My Chart, our online medical record system. For patients enrolled in MyChart, just go to www.everettclinic.com and click on MyChart and the e-visit option.

If you are not signed up for MyChart, it is easy to do! Just call our Customer Service department at (425) 258-3904.

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What conditions can I send an E-Visit about?

Everett Clinic patients are now able to email their primary care physician for the following conditions:

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What about other conditions not listed above?

For other conditions, you should make an appointment with your physician’s office. We hope to add additional conditions in the future.

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Will it really be my doctor responding on the E-Visit?

Yes, unless they are unavailable and then the covering provider will respond.

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How soon can I expect an answer from my doctor?

You will receive a reply within one business day.

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How much does an E-Visit cost?

The cost of an e-visit is $35.

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Will my insurance cover an E-Visit?

You will need to contact your insurance carrier to find out if they cover e-visits.

We will submit your e-visit as a claim to your insurance carrier. You are responsible for applicable co-pays, co-insurance or deductibles associated with your health insurance policy. If your insurance does not cover this service, or you do not have health care insurance, you will be responsible for the amount of the fee. You will receive a regular billing statement from The Everett Clinic as you would with a balance from in-office services.

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Can I do an e-visit for my child or a child I am the caregiver for?

Yes, if you have proxy access. Please see "Proxy Access" information above for details.

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Can I do an e-visit for an adult that I am the caregiver for?

Yes, if you have proxy access. Please see "Proxy Access" information above for details.

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Can I do an e-visit with my specialist?

Currently, we have e-visits available with our Primary Care physicians. We hope to expand e-visits to other specialties in the future.

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What is the difference between receiving medical advice and an e-visit?

E-visits are used to advise on conditions that require physician evaluation and may include orders for medications, lab tests, or imaging.

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What is the benefit of an e-visit versus calling my physicians office?

An e-visit allows you to communicate with your provider on-line without coming into the office.

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Will the E-visit become part of my medical record?

Yes.

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If I'm asked to come in for an office visit, will I have to pay for the e-visit?

No.

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If I need to change an answer after I've submitted my E-Visit from, how do I do that?

If you haven't received a response yet, please call your provider's office so they can have the correct information to address your condition.

If you have received a response, reply and let the provider know of the change or additional information you'd like them to know.

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If I'm unclear on the provider's advice or medical care plan and/or have more questions, how would I contact the provider?

Use the reply button at the bottom of their message.

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If I don't agree with the provider's advice or medical care, will I have to pay for the E-Visit?

Yes.

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Is my online medical record secure?

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

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What is your Privacy Policy?

Our medical record system is fully compliant with federal and state laws pertaining to your privacy. Your name and e-mail address will be treated with the same care and privacy given to your health records and will never be sold or leased.

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I was logged out of MyChart, what happened?

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

What do I need to be able to use my online medical record?

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

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What are the site requirements?

This site requires a minimum of Internet Explorer 5 or Netscape Navigator 6. Using other browsers or older browsers will result in unpredictable behavior, or may not work at all. For the best viewing experience we recommend setting your display color depth to True Color 24-bit (millions of colors) or higher, and a minimum screen resolution of 800x600 pixels (preferably larger).

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